Make a Claim
We understand that unexpected events can disrupt your travel plans. If you need to make a claim on your LUMA Travel Insurance policy, we’re here to guide you.
Initiating Your Claim
Please refer to the official policy documents attached to the email you received upon purchase. This email contains all the necessary information and instructions on how to proceed with your claim efficiently.
Claims are Handled by Your Insurer
LUMA partners with reputable insurers to provide you with suitable travel insurance. Your policy documents will clearly specific claim procedures and contact information.
Depending on your policy, your insurer will be:
- BaoLong Insurance: view BaoLong Claims Form
- Rock Mutual Insurance: view Rock Mutual / Swan International Assistance Claims Form
Frequently Asked Questions
What information do I need to provide when submitting a claim?
Please refer to the email you received upon purchase. This email contains all the necessary information and instructions on how to proceed with your claim efficiently including information and documents needed for your specific claim.
What if I don't have all the supporting documents immediately?
While our standard claim review process requires all necessary information and documents to be provided, we understand that unforeseen circumstances can sometimes prevent you from having everything immediately.
In such cases, please submit your claim with all the documentation you currently have. It’s also important to inform us what documents are missing, who is responsible for providing them, and when you expect to receive the missing information. This will help us understand the situation and potentially expedite the review process once all elements are complete.
Where can I submit my claim?
Please refer to the email you received upon purchase. This email contains the instructions on how to proceed with your claim including how and where to submit your claim.
How long will it take to process my claim?
Once all necessary documents and information have been received, our team typically takes up to 5 working days to review and process your claim.
Following the completion of the review, the reimbursement will be processed. Please note that the time it takes for the funds to reach your bank account can vary depending on your bank’s processing times and any public holidays in the location of your bank. These external factors are unfortunately outside of our direct control.
Who should I contact if I have questions about my claim?
Please refer to the email you received upon purchase. This email outlines who is the Insurer underwriting your policy and claim procedures and contact information.
For general inquiries about your LUMA Travel Insurance, please contact us at [email protected].