How to File a Travel Insurance Claim in the Philippines

Nangyari na. You're in a hospital in Osaka, or your bag never showed up in Rome, or your flight home is delayed by a day. The claim is where travel insurance either works for you or doesn't, and most of it depends on what you do in the first few hours and whether you kept the right papers.

This guide walks you through a travel insurance claim from the moment something goes wrong, lists the documents insurers usually ask for, explains the payment deadlines in Philippine law, and tells you what to do if your claim is denied. We checked the law and insurer pages on 28 October 2026.

TravelInsurance.ph is an independent guide run by Dominet BV. We're not an insurer, agent or broker, and we don't sell policies or give personal prices, and we can't file or handle claims for you. Some links on this site may be affiliate links, which means we may earn a commission if you buy through them. Local insurers we mention may not pay us anything. That never changes what we write. Read our affiliate disclosure. Your insurer decides on your claim, based on your policy.

Step 1: Call the assistance number first

If it's a medical emergency, go to the nearest emergency room. Your health comes first. As soon as you can, or as soon as someone with you can, call the 24-hour assistance number on your policy certificate.

Why call early:

• They can tell you which hospital to use. Some insurers work with specific hospitals.
• They can arrange cashless payment. With a cashless policy, the insurer pays the hospital directly. The Consulate-General of Japan in Davao specifically recommends insurance with cashless service, hospital referrals and medical interpretation.
• Some treatments need approval first. Evacuation and repatriation are usually arranged by the insurer. If you book an air ambulance yourself, you may not get the money back.
• It starts the record. A call logged on the day helps show when and how things happened.

Save the assistance number in your phone before you fly, and give it to someone at home.

Step 2: Collect documents from day one

Most rejected or delayed claims come down to missing paperwork. Start a folder, paper or on your phone, and put everything in it.

Malayan Insurance publishes its travel claim requirements, which give a good idea of what a Philippine insurer asks for. Its general requirements are a copy of a valid ID or passport, a copy of the policy and a copy of your round-trip e-ticket. Then, depending on the claim:

Your insurer's list may be different, so check your policy or claim form. But the pattern is the same everywhere: an official report of what happened, proof of what it cost, and proof of your trip.

Tips that save claims

• Ask for official receipts, not just a payment slip. Many insurers want originals.
• Get the airline's irregularity report at the airport. It's much harder to get later.
• File a police report for theft or loss abroad, even if it takes time. Insurers like Malayan list a police report as a requirement for lost baggage, cash and travel document claims.
• Ask the doctor for a medical certificate with the diagnosis, treatment and dates.
• Take photos of damaged bags, injuries, and documents before you hand originals over.
• Keep copies of everything you send.

Step 3: Notify the insurer and file the claim

Tell the insurer about the claim as soon as possible, even if you don't have all the documents yet. Policies set deadlines for notice and for filing, and late claims can be refused. Check your policy for the exact time limits.

Then fill out the claim form, attach your documents and submit it the way your insurer asks, online, by email or at a branch. Write down the date you submitted and the claim reference number.

Step 4: Know the payment deadlines

For policies issued by insurers licensed in the Philippines, the Insurance Code (Republic Act No. 10607) sets payment deadlines for non-life policies, which is where travel insurance usually sits:

• The insurer must pay within 30 days after it receives your proof of loss and the loss is ascertained, by agreement between you and the insurer or by arbitration.
• If the loss isn't ascertained within 60 days after the insurer receives your proof of loss, it must pay within 90 days after it received your proof of loss.
• If it pays late without a valid reason, you can collect interest at twice the ceiling prescribed by the Monetary Board for the delay, unless the refusal is because the claim is fraudulent.

Section 250 adds that if a court or the Insurance Commission finds a claim was unreasonably denied or withheld, the insurer pays damages, including attorney's fees and expenses, plus that interest. Missing the legal deadline counts as prima facie evidence of unreasonable delay.

These rules apply to insurers under Philippine law. If you bought from a foreign online insurer, its own policy and the law of its home country usually govern the claim. Read its terms before you buy.

Step 5: If your claim is denied

First, ask the insurer for the reason in writing, and which policy clause it's based on. Then:

1. Compare the reason with your policy wording. Sometimes a denial is based on a missing document you can still send.
2. Send a written appeal to the insurer with any missing documents and a short explanation. Keep a copy.
3. For a Philippine-licensed insurer, go to the Insurance Commission. Under Section 439 of the Insurance Code, the Insurance Commissioner can adjudicate claims and complaints against insurers where the amount claimed, excluding interest, costs and attorney's fees, doesn't exceed P5,000,000 for any single claim. The Commission's power is concurrent with the courts, but once you file with the Commission, the courts can't take the same case.
4. For a foreign insurer, follow the complaints process in its policy. The Insurance Commission's adjudication power is over insurers and claims under Philippine law.

Our guide on checking if a travel insurer is licensed explains why it matters who your insurer is before anything goes wrong.

Don't pad a claim

It's tempting to round up a receipt or add a lost item that wasn't in the bag. Don't. Section 251 of the Insurance Code makes it unlawful to present a fraudulent claim or prepare a false document to support one, with a fine of up to twice the amount claimed, up to two years' imprisonment, or both. Insurers check, and one false item can sink the whole claim.

A note for travelers who bought abroad

Some global policies can be bought after you've already left. They often have waiting periods for claims. EKTA's page says a policy bought while you're already traveling takes effect after 3 days. SafetyWing says claims for incidents within 72 hours of buying a new plan need extra documents showing they started after you bought it. If something happens in those first days, expect more questions. Buying before you fly avoids this.

Frequently asked questions

Who do I call first when I get sick abroad?

Go to the emergency room if it's urgent. Then call the 24-hour assistance number on your policy as soon as you can. They can guide you to a hospital and arrange direct payment if your policy is cashless.

What documents do I need for a travel insurance medical claim?

Insurers usually ask for a medical certificate, the hospital's statement of account, original official receipts, a copy of your passport, your policy and your e-ticket. Malayan's published list includes these. Check your own insurer's list.

Paano kung na-deny ang claim ko?

Ask for the reason in writing, check it against your policy, and send a written appeal with any missing documents. If your insurer is licensed in the Philippines and the claim is P5,000,000 or less, you can bring it to the Insurance Commission.

How long does an insurer have to pay a travel claim?

For Philippine-licensed insurers, the Insurance Code says 30 days after proof of loss is received and the loss is ascertained. If it isn't ascertained within 60 days, payment is due within 90 days of receiving the proof of loss.

Can I claim for a delayed flight?

Only if your plan includes travel delay cover. You'll usually need the airline's irregularity report and receipts for meals or lodging. Check the minimum delay hours in your policy.

Can the Insurance Commission help with a foreign insurer?

The Commission's adjudication power covers insurers and claims under Philippine law. For a foreign online insurer, use the complaint process in its policy. That's one reason to check who your insurer is before you buy.