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What documents do I need to provide for my claim?

In the event of an accident, you will need to provide documentation to support your claim.

Updated over a week ago

Important: Always report theft or loss to the local police within 24 hours, and keep all original receipts and booking confirmations — these are required for reimbursement.

Check pages 26-28 of your terms and conditions for specific additional requirements by claim type.

All claims

  • Booking confirmation and travel documents (showing booking and travel dates)

  • Bank statement showing you part-charged the trip with your Yonder card

  • Original receipts for any out-of-pocket expenses

  • Any original bills or invoices you were asked to pay

  • Details of any other insurance that may also cover the incident
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By Claim Type

Emergency medical treatment or hospitalisation abroad

  • Contact International SOS as soon as possible

  • Medical or hospital report confirming illness or injury, treatment, and admission/discharge dates

  • Original receipts for all medical expenses

  • Copies of any unpaid hospital bills marked as outstanding

  • Receipts for any additional costs pre-approved by International SOS
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Personal liability (injury or property damage to someone else)

  • A detailed description of what happened

  • Photos or video evidence (if available)

  • Any letters, legal notices, or court documents received from the third party

  • Witness contact details and written statements (where available)
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Lost, stolen, or damaged baggage, money, or travel documents

If lost or stolen, a Police report filed within 24 hours of noticing the loss

  • If your baggage has been handled by an airline:

    • Property Irregularity Report (PIR)

    • Airline letter confirming loss or damage

    • Luggage tags (if available)

  • For lost or stolen money:

    • Police report

    • Bank statements or bureau de change receipt as proof of ownership
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  • For damaged items:

    • Damage report and repair estimate

    • Keep items if they can’t be repaired (they may need inspection)
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  • For travel documents:

    • Police or embassy report, confirming you reported the incident to the local authorities within 24 hours.

    • Description of the travel documents, including the remaining validity for passport or ID, confirmed by an official authority.

    • Receipts for additional accommodation or transport needed to replace documents
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Trip cancellation or cutting your trip short (curtailment)

  • Description of the cause of the cancellation / curtailment. More documentation can be requested at a later stage

  • Proof that you contacted SOS International before deciding to curtail your trip

  • Cancellation invoice(s) showing charges and any refunds

  • Written confirmation (including the cause of the delay and the duration of delay) from the airline or provider if a delay caused the cancellation

  • Booking confirmation or receipt for any new flight booked

  • Proof of unused prepaid accommodation or excursions

Travel inconvenience (delays or missed departures)

  • Baggage delay

    • Property Irregularity Report (PIR)

    • Airline letter confirming the reason and length of the delay

    • Receipts for emergency essential purchases

  • Travel delay

    • Written confirmation from the carrier confirming the reason and length of the delay

    • Receipts for meals or accommodation
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  • Missed departure

    • Proof of the cause of delay (for example, a public transport letter, breakdown report, or police confirmation)

    • Receipts for additional travel or accommodation costs
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Personal belongings stolen during a mugging

  • Police report with an incident number (reported within 24 hours)

  • Signed and dated witness statement including name, address, date of birth, and ID details

  • Medical report from a Qualified Medical Practitioner if treatment was required
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Winter sports (ski equipment, ski hire, ski pack, slope closures)

  • Ski equipment / Ski hire

    • Police report if stolen (within 24 hours)

    • If lost or damaged by a carrier:

      • Property Irregularity Report (PIR)

      • Airline letter confirming the loss

      • Luggage tags (if available)

    • Damage report and repair estimate

    • Keep items if they can’t be repaired (they may need inspection)

    • Hire receipts (where applicable)

  • Ski pack

    • Confirmation from your Provider where you purchased the ski pack confirming no refund

    • Medical certificate confirming you were unable to ski

  • Ski area closure / avalanche

    • Letter from resort management confirming closure dates
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Car rental excess waiver

  • Copy of your driving licence

  • Copy of the car hire agreement

  • Copy of the car hire accident or loss form

  • Police report (if applicable)

  • Written confirmation from the rental company showing the excess or (if less than the excess) the amount of material damage charged

  • Car hire loss or damage report from the rental company
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