What happens if I don't have some of the documents you ask for?

Specific documentation is requested to verify the facts of your claim. If you don’t have the requested documentation, you must tell us and you will need to discuss your options with your case manager.

As we’ve recently changed our insurer, please select the date you bought your policy:

Policies purchased on or after 1 Nov 2018 (GMT)

Policies purchased before 1 Nov 2018 (GMT)

For policies purchased on or after 1 Nov 2018:

If you don't have the documentation required with your claim

Ask the store you purchased the item from to provide you with a copy of the purchase receipt.
If the item was a gift, you will need to ask the person who gave it to you for the receipt or a copy of any of the above.
Try to contact the relevant authority or person and ask them to give you a copy of the report (or some other documentation in writing).
In some cases, organisations or airlines simply do not provide reports in writing. If this is the case, make a note of the company/organisation you contacted, the person you called, their position and their contact details in case we need to contact them directly to clarify the facts of your claim. (You will be able to enter these details on the documents page.)
If you're claiming for damaged goods, you will need to get a repair report if you don't already have one.
Any requested documents eg medical certificates, information, evidence, and receipts must be obtained by you at your expense.

Note: For policies purchased after 1 August 2019, your World Nomads policy is backed by XL Insurance Company SE. For policies purchased between 1 November 2018 and 16 January 2019, your World Nomads policy is backed by certain underwriters at Lloyd’s. For policies purchased between 17 Jan 2019 and 31 July 2019, your World Nomads policy is backed by Lloyd’s Insurance Company SA.

For policies purchased before 1 Nov 2018:

The documents you will need to send into the claims department will depend on what type of claim you are submitting.

Medical claims: original receipts for medical consultations, treatment and medications must be provided as well as any other additional supporting documentation required (dependent on the circumstances and nature of your medical claim).

Cancellation claims: cancellation invoice, original tickets and booking forms/receipts and any other additional supporting documentation (depending on the reason for the cancellation).

Personal Baggage claims: original receipts and / or proof of ownership and value plus written proof of the incident from police, the accomodation management, tour operator or carrier (property irregularity report from carrier).

Proof of ownership could be a credit card statement that shows the purchase of the item, a warranty for the item or any other documentation you might have which confirms your ownership of the particular item.

I don't have the documentation you are requesting?

Ask the store you purchased the item from to provide you with a copy of the purchase receipt.
If the item was a gift, you will need to ask the person who gave it to you for the receipt or a copy of any of the above.
Try to contact the relevant authority or person and ask them to give you a copy of the report (or some other documentation in writing).
In some cases, organisations or airlines simply do not provide reports in writing. If this is the case, make a note of the company/organisation you contacted, the person you called, their position and their contact details in case we need to contact them directly to clarify the facts of your claim. (You will be able to enter these details on the documents page.)
If you're claiming for damaged goods, you will need to get a repair report if you don't already have one.
Any requested documents eg medical certificates, information, evidence, and receipts must be obtained by you at your expense.

Specific documentation is requested to verify the facts of your claim. If you don’t have the requested documentation, you will need to discuss your options with your case manager.

So what next?

Once you've obtained the documents we requested, it's time to complete your claim submission. Remember, when you need to upload the documents, if you don't have them you’ll be able to make a note against that particular document explaining why.

Submit your claim

(The following information applies to UK policy holders with policies purchased after 23 April only)

Log in to your World Nomads membership page, select your policy number and then click on 'make a claim'.
Click 'Continue your claim', for your relevant claim.
This will take you to 'You've got e-mail'.
Then click 'Continue and Attach Documents'. This will take you to a page that looks like the screenshot below.
Next to each document, you can indicate whether or not you've managed to locate the document. Where you can't locate a document, you will be asked to enter a reason.

Note: For policies purchased before 1 Nov 2018, your World Nomads policy is backed by Millstream.

Last updated: Oct 31, 2019 10:27 PM

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What happens if I don't have some of the documents you ask for?

For policies purchased on or after 1 Nov 2018:

If you don't have the documentation required with your claim