hsbc travel.myclaims hub.co.uk

Your Travel Insurance Claim

Please tell us about yourself

Please tell us about you and your policy. If you have a single trip or annual travel insurance policy, please enter the name, date of birth and postcode of someone insured on the policy.

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How do I claim on my travel insurance?

If it’s not an emergency, you can make a claim in your Barclays app 1 . Once you’re logged in:

1. Go to ‘Products’, ‘Insurance’, ‘Travel and Breakdown Insurance’ and view your pack

2. Select ‘Make a claim’.

You can also do this online.

If you need to call, lines are open 24 hours a day, 365 days a year 2 .

Travel Pack

For emergencies, call 0800 158 2684 or (+44) 1603 604 976 from abroad.

For non-urgent travel claims, call 0800 404 6856 or (+44) 1603 604 964 from abroad.

Travel Plus Pack

For emergencies, call 0800 404 6853 or (+44) 1603 604 961 from abroad.

• Where can I find my Travel Pack policy documents online?
• What’s the emergency number for travel insurance?
• How do I change my travel insurance details?

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Important information

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Start your AVIVA Travel insurance claim

If it’s an overseas emergency, please call +44 1603 603 710 24 hours a day.

• If you need to make a claim, please make sure you’ve contacted your travel and accommodation provider to discuss your options. Travel insurance only provides cover for non-refundable costs.

If it’s not an emergency, the easiest way to start your claim is online. You will need the following details

• Your personal details plus details of anyone else claiming on this policy.
• Details about your trip, for example date of travel, airline if relevant.
• Details of your claim, for example the amounts that you’re claiming for.

Once you have submitted your claim, the claims team will contact you by email; usually within 10 minutes of your submission; to let you know next steps.

If the Claims Team are unable to process your request, for some reason e.g. incorrect email address, they will contact you. To prevent this from happening, please carefully check the details you input.

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TSB Bank plc is covered by the Financial Services Compensation Scheme and the Financial Ombudsman Service.

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Your Travel Insurance Claim

Please tell us about yourself

Please tell us about you and your policy. If you have a single trip or annual travel insurance policy, please enter the name, date of birth and postcode of someone insured on the policy.

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Premier Worldwide Travel Insurance

Relax with HSBC Premier Worldwide Travel Insurance

Enjoy worldwide travel insurance for you and your loved ones.

Cover is provided by Aviva Insurance Limited. You must complete an application to be covered. Please read the  Premier Worldwide Travel Insurance Product Information Document (PDF, 152KB)  for a summary of terms, conditions, limitations and applicable exclusions.

For the latest coronavirus travel guidance, see  what’s covered under HSBC Travel Insurance .

If you already have Premier Worldwide Travel Insurance, find out how you can manage your policy or make a claim.

Premier Worldwide Travel Insurance is only available to HSBC UK Premier bank account holders. It is not available on savings or other accounts. Subject to application.

What's included

Worldwide cover for you, your partner, your dependent children and grandchildren.

The cover is for you (the HSBC account holder) and your domestic partner - if you're both under 70 years of age on the start date of your trip - and any dependent children or grandchildren travelling with you.

Your children are also covered if they're staying with a close relative, travelling with a relative who's over the age of 23, or going on a school/college trip independently with a teacher.

Children covered by this policy must be under 23. Grandchildren covered by the policy must be under the age of 23 and don’t have to live with you.

All insured persons must be residents of the UK, Channel Islands or Isle of Man.

To be covered for medical claims, you must be registered with a doctor in the UK, Channel Islands or Isle of Man.

Holidays in the UK

Holidays taken in the UK, Channel Islands or Isle of Man are covered if they involve a stay of at least 2 consecutive nights.

They must also have either of the following:

• pre-booked holiday accommodation in commercially-run premises 
• pre-paid bookings on public transport, including flights and ferries

Please see our definition of ‘pre-booked holiday accommodation’ in your policy document.

Business trips

You're covered to travel outside the UK in connection with an insured person’s job to carry out non-manual work such as administrative tasks, meetings and conferences.

We don't cover any claim in connection with an insured person’s job where the trip involves:

• manual or physical work of any kind
• working with children
• providing healthcare, policing, security or military service
• an insured person’s role as a politician, religious leader, professional entertainer or sportsperson

While this isn’t a specific cruise policy, cruises are covered as standard since they're simply another type of holiday. However, there is no cover for some items that cruise policies may specifically cover, e.g. missed ports, unused excursions, and change of itinerary.

Medical conditions

You'll need to call the HSBC Medical Risk Assessment Helpline on 0800 051 7457 before booking your trip if you, or any insured person, has in the last 12 months, experienced any of the following for a condition not on the accepted conditions list in your policy wording: 

• been prescribed medication, including newly prescribed or repeat medication
• received or is awaiting medical treatment, tests or investigations
• been referred to, or is under the care of, a specialist/consultant
• been admitted to hospital or had surgery

You must also tell us if any of the above happen regarding conditions you have already declared, if there are any changes to prescribed medication or if any of the conditions deteriorate.

All pre-existing medical conditions must be on the 'accepted conditions' list in your policy wording to be covered, otherwise they must be disclosed to and accepted in writing by the insurer.

What's not covered

Pre-existing conditions.

Pre-existing conditions are not covered at any time under the policy unless listed on the accepted conditions list, or were disclosed to and accepted in writing by the HSBC Medical Risk Assessment Helpline. You may be able to get cover for these from a specialist insurer. MoneyHelper has a list of these insurers – you can check its travel directory or call  0800 138 7777 .

Undiagnosed symptoms

Undiagnosed symptoms are not covered. There is no cover for any claim where you knew that you or your travelling companion may be unable to travel or may need to come home early at the time you opened your HSBC Premier Account or booked your trip (whichever is later). For example, if one of you fell ill.

Things to know

Are you eligible for premier worldwide travel insurance.

Please ensure you can answer yes to the following questions:

Do you hold an HSBC Premier account?

Are you under 70 years of age?

Are you resident in the UK (not including the Channel Islands or the Isle of Man)?

• Are any dependent children/grandchildren under 23 years of age, on the start date of the trip?  

Your application must have been accepted by HSBC for cover to apply.

When does the cover start and end?

Cover starts from the date your travel insurance application is accepted. It remains in place until the account is closed, its converted to a different account, you cancel your policy, or you are no longer eligible for cover – whichever is sooner.

How to make a claim

For details of how and when to make a claim, please visit our travel Insurance claims page.

Make a travel insurance claim

Policy documents

• Premier Worldwide Travel Insurance Product Information Document (PDF, 152KB) Premier Worldwide Travel Insurance Product Information Document (PDF, 152KB) Download
• HSBC Travel Insurance Policy Wording: HSBC Private Banking, HSBC Premier (retained Jade benefits), and HSBC Premier Accounts (PDF, 528KB) HSBC Travel Insurance Policy Wording: HSBC Private Banking, HSBC Premier (retained Jade benefits), and HSBC Premier Accounts (PDF, 528KB) Download
• Privacy Notice (PDF, 160KB) Privacy Notice (PDF, 160KB) Download
• Premier (retained Jade benefits) Travel Insurance Product Information Document (PDF, 257KB) Premier (retained Jade benefits) Travel Insurance Product Information Document (PDF, 257KB) Download

How do I find out if I already have travel insurance with my HSBC bank account? 

Premier Travel Insurance is available to HSBC UK Premier customers only. That means customers with an HSBC Premier bank account, an HSBC Premier (retained Jade Benefits) or an HSBC Private Banking account.

HSBC UK Premier customers:   You should have travel insurance with your account if you're under 70, are resident in the UK and have successfully completed an application

HSBC Premier (retained Jade Benefits) or an HSBC Private Banking customers:   You should have travel insurance with your account if you're under 80, are resident in the UK and  have successfully completed an application.

You can request confirmation of your travel insurance on Aviva's website at  aviva.co.uk/hsbctravelproof

Do you need to notify us before you use your HSBC debit or credit card outside the UK? 

No, you no longer need to notify us before you travel. To find out more about managing your money whilst you travel, see  using your card abroad .

I've lost my invitation to apply for HSBC Premier Travel Insurance. How do I apply? 

Call us on 03457 70 70 70 . We'll provide you with the link to apply once we've verified your account information.

Our lines are open 08:00 to 20:00 every day.

Do I have to apply for HSBC Premier Travel Insurance at the same time as I open my bank account? 

No. You can apply at any time as long as you meet the eligibility criteria and hold a Premier account.

You can call us on 03457 70 70 70 and we'll provide you with the link to apply.

You won't be covered if you don't complete a successful application.

Can I get help to complete my application for HSBC Premier Travel Insurance? 

If you need help, please call us on 03457 70 70 70 to make an appointment for a member of our team to complete the application with you over the phone.

I have a joint account. Can I complete the application for HSBC Premier Travel Insurance for both of us? 

Yes, although only one account holder should complete the application. If you don’t have permission to provide the other account holder’s details, you won’t be able to complete the application online and will need to call us on 03457 70 70 70 to book an appointment (for which both account holders will need to be available). Our lines are open 08:00 to 20:00 every day. 

When can my HSBC Premier Travel Insurance cover start? 

Assuming you're eligible, your cover will start as soon as you submit your application. 

When will I receive my HSBC Premier Travel Insurance policy documents? 

It can take up to a week to process your application and issue your welcome pack and policy documents. If you'd like to review your policy documents now, you can find them in the insurance section at hsbc.co.uk/legal . 

How can I get written confirmation I am covered by HSBC Premier Travel Insurance? 

If you need confirmation of your cover, you can request it on Aviva's website . If you applied for cover in the past 7 days, please call us on 03457 70 70 70 .

My HSBC Premier Travel Insurance mentions restricted cover. What does this mean? 

If your recent HSBC Worldwide Travel Insurance application displayed a restricted cover decision, this is because you, or someone to be covered by the policy, is either:

• not registered with a doctor in the UK; and/or
• has a pre-existing medical condition

There is no cover for any medical claims for anyone not registered with a doctor in the UK.

To change this please register with a doctor in the UK. Once registered, please read the ‘Your Health’ section in your Policy Wording for full details of when and what you must declare.

Anyone with a pre-existing medical condition not shown on the ‘Accepted conditions’ list in your Policy Wording will need to complete a screening. To do this please call the Medical Risk Assessment Team on 0800 051 7457 . There is no cover for any pre-existing medical conditions until this has been completed.

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