Report damage & documents
Report baggage damage
Report baggage damage
Please obtain written evidence for your claim – e. g. the local police report for theft, robbery or burglary or from the transport company (e. g. the airline) in the event of damage during transport. In the event of damage occurring during the flight, please keep your flight tickets including Baggage Tag. Please read which documents we need and report the case via online damage report (alternatively: by e-mail or post) as soon as you have all the required documents.
Travel luggage - Damage or loss
Please obtain written evidence for your claim – e. g. the local police report for theft, robbery or burglary or from the transport company (e. g. the airline) in the event of damage during transport. In the event of damage occurring during the flight, please keep your flight tickets including Baggage Tag.
Please enclose the following documents for your claim to be checked:
- proof of insurance, which means for credit cardholders: copy of one monthly statement dated within 3 months prior the claim
- Online Claim Report or Claim Form 'Travel luggage', completed in full
- travel documents (e. g. booking confirmation), that show the duration of the journey (outward and return journey)
- invoices for your possessions
- in the event of theft: e. g. police record from location of the claim
- in the event of damage: photo(s) of the damage, or preliminary estimate of costs for repair, or, if repair is impossible or uneconomic, confirmation of this fact
- in the event of damage/loss during air travel*:
– flight tickets (Boarding Pass) including Baggage Tag
– confirmation of notification of damage from the flight company
– confirmation from the flight company regarding unsuccessful investigations, in the original (you will receive this confirmation about 4 weeks following notification of the loss to the flight company)
* the information to be provided in respect of air travel applies correspondingly for journeys by ship, coach and rail.
Delayed luggage at destination
Obtain confirmation of the delay from the transport company (e. g. airline) and keep your receipts for the replacement purchases.
Please enclose the following documents for your claim to be checked:
- proof of insurance, which means for credit cardholders: copy of one monthly statement dated within 3 months prior the claim
- Online Claim Report or Claim Form 'Travel luggage', completed in full
- travel documents (e. g. booking confirmation, flight tickets), that show the duration of the journey (outward and return journey)
- flight tickets (Boarding Pass) including Baggage Tag*
- confirmation of notification of damage from the flight company*
- receipts for replacement purchases
* the information to be provided in respect of air travel applies correspondingly for journeys by ship, coach and rail.
Theft of payment means
If you need an advance payment, please contact us on
Emergency phone 24 hours a day: +43 1 50 444 00
Frequently asked questions
You can make your claim online including document upload and by email or post.
To make a claim online please follow Start your claim.
You are very welcome to initiate the claims process by telephone, but we must ask that you follow up by submitting the claim in writing.
Please send your correspondence to schaden@europaeische.at.
As it is in both of our interests, we ask that you make any claims as soon as possible, although you do, in principle, have 3 years from the date of the incident to make the claim or to provide additional documentation.
Whether other people who are covered by the policy can cancel depends on the product you have chosen. You will find details relating to this in your insurance terms. Alternatively, please contact our contract management team by phone for advice +43 1 317 25 00.
The claim forms can be found at Downloads.
Each and every claim has to be proven. You will e.g. have to provide a doctor’s note if you are forced to cancel due to illness, a police report in the event of theft, or the corresponding invoice for medical expenses incurred while at your holiday destination. You will find all the relevant information under the menu item ‘Trip Cancellation’.
If you see a doctor, please pay the costs yourself up front. Find out about the procedure under the menu item ‘Service’ and ‘Outpatient treatment’. If you are admitted to hospital as an inpatient, please contact our 24-HOUR EMERGENCY SERVICE at: +43 1 50 444 00.
If the cancellation is covered, we will generally pay the cancellation fees, i.e. the costs incurred at the time at which you are declared unfit to travel. Should you incur higher cancellation fees by waiting, we will not cover the difference. If you are unsure, please use our ‘Cancellation Check’ service.
Please contact the parties you made your booking with (e. g. travel agency, hotel).
It is best to use the online damage report as described above. It explains step by step what we need from you so that we can process your claim as automatically as possible. If this is not an option for you, an alternative would be to download the corresponding pdf here, fill it out and report your damage to us by email or post.
Tele-Traveldoc and Emergency App
- Enter your policy number. In an emergency, it will be transmitted along with your current address via GPS tracking
- The shortest connection to the emergency call center, works even without internet access
- Tele-Traveldoc, a 24/7 connection to the Austrian doctor for quick medical advice when travelling
- Simple and quick transmission of a claim
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