Self-service portal
Fast, simple, and hassle-free claims process for peace of mind
Welcome to our claims section, where we make the process of filing a claim as straightforward and efficient as possible. Our dedicated team is committed to providing you with timely support and transparent communication, ensuring your travel experience remains uninterrupted. With us, claiming is quick, simple, and stress-free.
How to claim
Follow these simple steps for a hassle-free experience.
- 1
Gather required documentation
Collect all necessary documents related to your claim before starting the process.
- 2
Register on the client portal
Register on client portal
- 3
Submit your claim
Once you have gathered the supporting documents you can submit your claim
- 4
Assessment process
Our team will review and assess your claim.
The following Essential Documents are required with every claim submission
- Bank account verification letter (not older than 3 months) for each traveller
- Copy of airline ticket
- Passport copies for each traveller
- Entry and exit stamps in each passport, where applicable
The below provides a list of documents required for each claim category, the list is not exhaustive and additional supporting documents may be requested by our assessors.
Medical claims
- Medical report from treating doctor
- Medical invoices / accounts
- Proof of payment reflected on a bank statement
- Medical report detailing treatment received in the 6 months prior to purchasing the policy.
Travel / luggage delay
- Proof of the delay from your transport carrier confirming reason and length of delay
- Receipts for the essential items purchased / payments made
- Any claim will be deemed to be in excess of the cover provided by and/or refunds from the transport provider
Luggage loss or damage
- Airline irregularity report / written statement / report from the airline
- Confirmation of the airline contribution
- Police or relevant authority report confirming the loss
- Cellphone: proof of blacklisting
- Electronic equipment: proof of ownership
- Proof of damage
- Costs of repairs (if applicable)
View more benefits on your luggage cover here
Weather conditions
- A written confirmation from the airline confirming the cancelled flight.
- Written confirmation from the provider confirming that the accommodation is uninhabitable.
- Receipts / proof of payment for all costs incurred.
- Any claim will be deemed to be in excess of the cover provided by and/or refunds from the transport and/or accommodation provider.
Trip cancellation or disruption
- Proof of payment for all travel arrangements showing on a bank statement
If due to medical reasons
- Relevant medical supporting documents
- Doctor report confirming medical history
- Death certificate
- Notice of death stating cause of death
If due to hijack, strike, riot, or civil commotion
A letter from your carrier confirming the cancellation
If due to accidental damage or burglary to your main residence
A letter from your insurance company confirming the damage
If due to a Traumatic event
Police / authority / medical report confirming the incident
If due to theft of travel documentation
Police report confirming the theft
FOR TRIP CANCELLATION: Proof of non-refundable costs; this is the amount paid for travel and accommodation less any refunds received.
FOR TRIP Disruption: Proof of non-refundable costs; this is the amount paid for travel and accommodation less any refunds received. Proof of additional cost incurred.
Visa denied / Visa delayed
- Proof of payment for all travel arrangements showing on a bank statement.
- Proof of non-refundable costs; this is the amount paid for travel and accommodation less any refunds received.
- Proof of payment for any additional costs.
- Confirmation from embassy that visa was delayed or denied.
Missed connection
- Original airline tickets showing connection times.
- Proof of payment for additional costs.
- Proof of airline contribution /compensation.
Car rental excess waiver
- Car rental agreement
- Police report confirming incident (theft or damage).
- Proof of excess payment.
Tips when claiming
- It is essential to contact us as soon as possible when an event occurs, whether its medical or travel related we need to be aware of the potential claim.
- Medical claims exceeding R10 000 will require pre-authorisation.
- Save all relevant supporting documents, invoices, receipts, proof of costs incurred, and any refunds received.
- When submitting a claim, you will need to give details of the incident that occurred, this will include who was affected and when and where it occurred as well as proof of the incident.
- Always review the terms, conditions, and exclusions of the section under which you wish to claim. The maximum payout for any insured event is the benefit limit indicated on the schedule of benefits. Where an excess is applicable, the excess amount will be deducted from the settlement amount paid to you.
- We will require proof of payment for every amount you claim for.
- You will need to list and give a reason for every amount you claim for; for example, non-refundable expenses or additional costs incurred.
- Non-refundable amounts are for costs you cannot recover from airlines, hotels, and other travel suppliers.
Claim amount = payments made - (less) any refunds
Always attach any additional documentation in support of your claim: ONLY PDF FILE TYPE ACCEPTED
Help and FAQ's
Service-related FAQs
How do I submit a claim with TIC?
You can submit your claim online through TIC's client portal. Simply log in, complete the claim form, and upload the necessary documents, such as receipts, medical reports, or travel confirmations. We recommended submitting your claim as soon as possible to ensure you have/can easily obtain all the required documentation.
What support does TIC offer during the claims process?
TIC provides 24/7 assistance, offering guidance on the required documentation, claim status updates, and direct support to help you resolve any claim-related questions or issues quickly. You can also use the chat feature to assist you. In the client portal you can track the progress of your claim as well as engage with the assessor assigned to your claim.
I don’t have my policy number – what do I do?
No worries! Contact our help desk at helpdesk@tic.co.za to have your policy issued before submitting your claim. Please note, policies cannot be purchased if your trip has already started or is complete.
I am trying to claim but don't have all my required documents.
You can save and exit the client portal if you find that you are missing a document required for your claim. The information you already entered will be saved, so don't worry, you won't have to start over.
Policy-related FAQs
How do I claim if I have a corporate policy?
Your company holds the policy, and the policy administrator (which may be a travel agent or someone from your company) will issue the policy for your trip. Look for a policy number starting with "DEC."
Are there limits on claim amounts for specific cover?
Yes, TIC policies may have specific coverage limits for areas such as medical expenses, lost luggage, and trip disruptions. Review your policy to understand the maximum claim limits for each type of cover.
Does TIC cover claims related to high-risk activities?
TIC may cover claims for certain high-risk activities if you have purchased additional coverage. Be sure to check if your specific policy includes protection for high-risk activities, as exclusions may apply without this add-on.
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