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.

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.

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.

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.

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.

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)