0333 003 3161

Make a Claim

For policies issued from 30 June 2025. Claims are managed by IMG, and we’re here to support you throughout. If you need help or would like us to check progress at any stage, just contact us and we’ll follow it up for you.

How long will it take? Claims are typically assessed within 2–3 weeks, depending on complexity and the documents provided. Submitting complete information up front helps avoid delays.

The quickest and easiest way to submit a claim is online via the IMG claims portal. You can upload documents, receive updates, and track your claim status there.

Start your claim online (IMG Portal)
Submitting online is the quickest way to get started and upload your supporting documents.

IMG Claims Contact
Phone: +44 (0) 2921 684 334
Email: travelclaims@imglobal.com

If you need help or would like us to follow anything up with the claims team, you can also contact us.

What you’ll need

  • Policy number and traveller details
  • Proof of travel (flight or booking confirmation)
  • Receipts and invoices for expenses claimed
  • Medical reports for any medical claims
  • Police/incident report for theft or loss (if applicable)
  • Bank details for reimbursement

Helpful to know

  • IMG manages claims for policies issued from 30 June 2025 onwards, and we can help follow things up if needed.
  • Uploading clear supporting documents first time is one of the best ways to avoid delays.
  • Some claims may take longer where further information is needed, such as medical reports or third-party confirmation.
  • For emergency treatment abroad, use our 24/7 medical emergency assistance instead of starting a claim.
  • If you purchased your policy before 30 June 2025, use our CSAL claims page.

Still waiting or unsure what’s happening? If you haven’t received an update or would like us to check progress, please contact us and we’ll follow it up with the claims team for you.

Big Cat Travel Insurance is a trading name of Flynow.com Ltd (registration No.FRN 1022075) who is authorised and regulated by the Financial Conduct Authority. You may check this on the Financial Services register at www.fca.org.uk or by contacting them on (0) 800 111 6768. © 2026 Big Cat Travel Insurance Services.  All rights reserved.

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Your age is outside the age restrictions for this policy plan. Please choose an alternative plan or ring our Offices on 0333 003 3161 for further assistance.


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List of automatically covered medical conditions that do not need to be declared

Acne, ADHD, Allergic reaction (Anaphylaxis) provided that you have not needed hospital treatment for this in the last 2 years, Allergic rhinitis, Arthritis (the affected person must be able to walk independently at home without using mobility aids), Asthma (the diagnosis must have been made when the affected person was under the age of 50, and the asthma be controlled by no more than 2 inhalers and no other medication), Blindness or partial sightedness, Carpal tunnel syndrome, Cataracts, Chicken pox - if completely resolved, Common cold or flu, Cuts and abrasions that are not self-inflicted and require no further treatment, Cystitis - provided there is no on-going treatment, Deafness, Diabetes (which is controlled by diet or tablets only), Diarrhoea and vomiting - if completely resolved, Eczema, Enlarged prostate - benign only, Essential tremor, Glaucoma, Gout, Haemorrhoids, Hay fever, Ligament or tendon injury - provided you are not currently being treated, Macular degeneration, Menopause, Migraine - provided there are no on-going investigations, Nasal polyps, PMT, RSI, Sinusitis - provided there is no on-going treatment, Skin or wound infections that have completely resolved with no current treatment, Tinnitus, Underactive Thyroid (Hypothyroidism), Urticaria, Varicose veins in the legs.


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Important information

If you have a medical condition in addition to any of the automatically covered medical conditions, all conditions will be excluded from cover unless declared to the medical screening helpline.


What is classed as a medical condition?

a Any respiratory condition (relating to the lungs or breathing), heart condition, stroke, Crohn’s disease, epilepsy, allergy, or cancer for which you have ever received treatment (including surgery, tests or investigations by your doctor or a consultant/ specialist or prescribed medication).


b Any psychiatric or psychological condition (including anxiety, stress and depression) for which you have suffered which you have received medical advice or treatment or been prescribed medication for in the last five years.


c Any medical condition for which you have received surgery, in-patient treatment or investigations in a hospital or clinic within the last 12 months, or for which you are prescribed medication.


Any premium for medical screening quoted can be paid directly. This can be done either before or after taking out a policy with us. The policy and medical extension connect automatically, no reference numbers need to be exchanged.


Choosing not to declare a medical condition will not invalidate cover, but any costs incurred in relation to an undeclared condition will not be covered.


If making a declaration all medical conditions must be declared, you can't choose to only declare certain conditions.

Medical conditions can only be declared for up to 12 months at a time. A second declaration will have to be made after 12 months if necessary.


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Your Big Cat travel insurance quote will remain open here. Once you’ve completed your medical screening, return to this tab to finish purchasing your Big Cat policy.

Medical screening is separate from your Big Cat policy and does not complete your travel insurance purchase.

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