0333 003 3161

Make a Claim

To make sure your claim goes to the correct claims team, simply choose when you purchased your policy below.

When did you purchase your policy?
If you're unsure, check the purchase date shown on your policy confirmation email or insurance certificate.

MOST CUSTOMERS

Purchased on or after
30 June 2025

Your claim is handled by IMG.

Start my claim
OLDER POLICIES ONLY

Purchased before
30 June 2025

Your claim is handled by CSAL.

Only use this portal if you purchased your policy before 30 June 2025.

Start my claim – older policy

Need urgent medical help abroad? Do not submit an online claim first. Contact our 24/7 medical emergency assistance team .

What you'll need

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

After submitting your claim

  • Claims are typically assessed within 2–3 weeks, depending on complexity and the information provided.
  • Providing all supporting documents when you submit your claim can help avoid delays.
  • The claims team may contact you if further information or documentation is required.
  • If your claim is taking longer than expected, you can contact us and we'll follow it up for you.

Not sure which claims portal to use? Check the date you purchased your policy on your confirmation email or insurance certificate. If you're still unsure, contact us before submitting your claim.

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.