Important infor­ma­tion in case you wish to make a claim

• Name and address of the patient
• Name and address of the treating person/physician
• Description of illness
• Period of treatment
• Individual services of the physician/hospital
• Exact designation of the foreign currency

• In the event of in-patient treatment, the emergency call service must be informed immediately on telephone number 040 55557877 from Germany or +49 40 55557877 from abroad (citing the insurance number and, if applicable, tour operator).
• Medically necessary transport back of a sick person prescribed by a physician during travel shall only be organised by the specialists at our worldwide emergency call service. This can be reached at any time on telephone number 040 55557877 from Germany or +49 40 55557877 from abroad.

Higher cancellation costs will not be reimbursed if you cancel the trip too late due to non-occurrence of expected recovery or cure!

In the case of an insured event, please use the claim notification form, which you can download below. The following documents are also to be submitted to HanseMerkur:

• Originals of all booking and cancellation documents
• Physicians' notes with diagnosis and treatment details (in the case of the travel curtailment insurance, the note from a physician at the travel destination)
• In the event of death, a copy of the death certificate
• In the event of job loss, written confirmation from the employer of the business-related termination as well as written confirmation from the Bundesagentur für Arbeit (Federal Employment Agency) of the commencement of unemployment (only applies for trip cancellation)
• In the event of assumption of a job from unemployment, written confirmation from the new employer of the start of the employment relationship and written confirmation from the Bundesagentur für Arbeit (Federal Employment Agency) of the amendment (only applies for trip cancellation)
• In the event of a change of job, written confirmation from the old and new employers (only applies for trip cancellation) incl. proof of the probationary period
• In the event of necessary resits of failed examinations, written confirmation from the university/college (only applies for trip cancellation)
• In the event of being called to do basic military service, duty training or civil service, written confirmation from the federal agency (only applies for trip cancellation)

• Damage caused by criminal acts committed by third parties must be reported immediately to the police station responsible for the place where the damage was incurred. Please obtain a complete police log and submit the original to us.
• Damage caused during transport by a transport company must be reported to the company immediately. Please obtain written confirmation of notification from the transport company and submit the original to us.

If you are on a package holiday, we ask that you also report the damage to your guide immediately. Please obtain written confirmation of notification from the guide and submit the original to us.

• In the event of an accident, a physician is to be consulted immediately.
• The accident is to be reported to HanseMerkur Reiseversicherung AG immediately.
• An accident resulting in death is to be reported to HanseMerkur Reiseversicherung AG within 48 hours, even if the accident itself has already been reported.

• The names and addresses of persons making a claim and witnesses are to be noted
• The names and addresses of persons making a claim and witnesses are to be noted