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Lightning-fast claims

Everything you need to know about making a claim with Pluto.

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The Pluto claim process

Submit claims in less than 10 minutes, straight from your phone.

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Select the type of claim you want to make using our app or online
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Tell us what happened and submit your claim in less than 10 minutes.
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Our claims partner will aim to pay your claim within a few weeks.

The lovely claim reviews we’ve had

user

Chuka

trust-pilot-rates

When I filed my first claim; the process was smooth and devoid of the usual jargon and misdirection that seems to dominate the insurance landscape. I would 100% recommend.

user

Giulio

trust-pilot-rates

A few days after I was requested to provide a repair quote and, in less than 15 days, I already have the money needed for the repair in my bank account. This is exactly how a claim should work, and it really makes you feel like, whatever happens, Pluto has got your back.

user

Myles

trust-pilot-rates

Within a few days of lodging a claim and submitting evidence for a Ski injury, I was reimbursed for all applicable expenses. I couldn’t ask for a better service, this is definitely the future of insurance.

user

Chuka

trust-pilot-rates

When I filed my first claim; the process was smooth and devoid of the usual jargon and misdirection that seems to dominate the insurance landscape. I would 100% recommend.

user

Giulio

trust-pilot-rates

A few days after I was requested to provide a repair quote and, in less than 15 days, I already have the money needed for the repair in my bank account. This is exactly how a claim should work, and it really makes you feel like, whatever happens, Pluto has got your back.

user

Myles

trust-pilot-rates

Within a few days of lodging a claim and submitting evidence for a Ski injury, I was reimbursed for all applicable expenses. I couldn’t ask for a better service, this is definitely the future of insurance.

Everything you need to know about making a claim

What do I need to make a claim?

This will vary a little depending on what’s happened, but there are a few things you can make sure you get together before submitting a claim. The more information you can provide, the quicker the claim will be paid.

  • Information about your trip: dates of travel, evidence of your booking e.g. boarding passes or flight confirmations
  • Evidence of whatever you’re claiming for: this could range from accommodation booking receipts, a medical treatment bill, the content of your stolen rucksack or a receipt from when you bought your phone
  • Details on what happened: this could be how you became injured, where your phone was stolen or details about why you’re cancelling your trip. Similar to the above, it’s worth ensuring you report, photograph or capture any evidence about what happened, this can really help to speed up any claim

At the beginning of each claim, we’ll tell you exactly what you need before you get started. This means you can submit your claim quickly and easily.

As a general rule of thumb: report things that go wrong as soon as you can and keep receipts or photos of what happened. You can always reach out to us if you need any help or questions.

How do I know if I can make a claim?

This usually starts with something going wrong. And we know how stressful this can be. A bag has been stolen, your belly has taken a turn for the worse or you can no longer go on holiday.

Your first step would be to check with us directly or by looking at your policy and deciding whether you think whatever has happened is covered.

As our insurance covers a very wide range of things going wrong, we’ve tried to cover most of the possible incidents and mishaps that happen on holiday. The types of claims you can submit are:

  • Baggage and money (your stuff)
  • Trip cancellation (you can no longer go away)
  • Coming home early (something’s happened which means you need to come home)
  • Medical expenses (you need medical treatment)
  • Legal expenses (you need legal support)
  • Delayed baggage (your bags don’t arrive with you)
  • Missed departure or connection (you miss your flight)
  • Travel delay (your flight’s had a long delay)

Those are just a few examples of the types of claims you’re covered for in each category. When you buy your policy with Pluto, the details of these will be made very clear.

We know most other insurers wouldn’t say this, but if in doubt, submit a claim. We can help to figure out if you're eligible.

What to do if something goes wrong on holiday?

If it’s an emergency:

  • Call for help - E.g. local police, emergency services
  • Capture information - As long as it’s only if it’s safe to do so
  • Call our 24/7 assistance number: + (1) 416 642 7303

If it’s not an emergency:

  • Capture as much information as possible
  • Report the incident - E.g. To local police, your tour operator, or airline
  • Keep all relevant receipts
  • Submit your claim as soon as possible

These are just some of the key steps to take, if you want to see more on this topic, you can check out our blog post.

What can I claim for?

Pluto insurance covers a wide range of things that you can claim for, we’ve tried to cover most of the possible incidents and mishaps that happen on holiday.

Our policies are broken down into: cover for your stuff, cover for your trip and cover for you.

Within those 3 areas, there are a number of different scenarios we cover. Some of the main ones are:

  • Your stuff ges lost, stolen or damaged
  • You can no longer go away due to illness (you or your family)
  • Something serious has happened which means you need to come home early
  • You need medical treatment
  • You need legal support
  • Your bags don’t arrive with you
  • You miss your flight because your train is delayed or your car breaks down
  • Your flight’s had a long delay

You can see more examples and get a better understanding of our policies when get a quote.

What if I need emergency assistance?

When something has gone wrong, like a medical emergency, and you need immediate help, call our 24/7 assistance number: + (1) 416 642 7303

Before that, please ensure you are safe and if necessary you’ve called any local emergency services.

Our 24/7 team will be able to work with your hospital to pay for any treatment directly, for example, and even help arrange for your transport home if you’re not well enough to travel on your original booking.

How does an excess work?

We get lots of questions about what an excess is. It’s included in almost all insurance policies and has a very silly unintuitive name.

An excess is a way for you to contribute to your claim, if the excess is higher, you pay more towards your claim, but your policy is cheaper. If your excess is lower, you pay less towards your claim, but your policy is more expensive.

The reason for an excess is to share the risk between you and us, and it also reduces the need for smaller claims.

To better understand how an excess works, take the following example:

  • All your baggage is stolen and was worth £1,000. So you make a claim for £1,000
  • Because you chose an excess of £100, you would receive £900 for your claim (£1,000 - £100 = £900)
  • You chose an excess of £0, you would receive £1,000 for your claim (£1,000 - £0 = £1,000)

Practical stuff

I need to make a claim

The best way to make a claim is through our iOS app. If you don’t have an Apple device, you can still make your claim online in under 10 minutes. If you have any questions, you can always contact us at: [email protected]
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I've already made a claim

You can see the status of your claim in our iOS app. But app or not, our claims partner will always provide you updates via email, but if you want to get in touch with them, you can email at: [email protected]

You can also call them directly: +44 (0) 1242 218 921 (Monday to Friday 9am to 5.30pm). Make sure to give them your Pluto policy number when you get in touch.

I need emergency help

For customers who need emergency help whilst they're abroad.
Call our 24/7 assistant provider free:
+(1) 416 642 7303
Or, direct local number (Canada):
+(1) 866 288 7730

Get covered in less time than it takes to make a cup of tea

Get a quote in under a minute

  • All of the best bits of travel insurance, without the crap.
  • Do everything quickly through your phone.
  • With every policy, we donate £1 to tackle the impacts of tourism.
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