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Claims procedure

Claims – What to do? Here you will find all the important information you need to know about what to do in the event of a claim.

Procedure in the event of travel cancellation

I had to cancel my trip for health reasons or due to pregnancy.

What should I do?

  1. Contact the booking agency immediately.
  2. Request evidence (consult a doctor immediately in the event of illness/accident).
  3. Report the claim to ERV online.
  4. Upload documents:
  • booking confirmation
  • cancellation invoice
  • above CHF 2'000 – medical certificate
  • for mental illness – confirmation of absence from the employer/medical certificate from the psychiatric specialist

Link to notification of a claim


I had to cancel my trip due to unrest of any kind, epidemics or natural disasters at the destination.

What should I do?

  1. Contact the booking agency immediately.
  2. Request evidence (consult a doctor immediately in the event of illness/accident).
  3. Report the claim to ERV online.
  4. Upload documents:
  • booking confirmation
  • cancellation invoice
  • evidence of the incident

Link to notification of a claim

I had to cancel my trip due to a death.

What should I do?

  1. Contact the booking agency immediately.
  2. Request evidence (consult a doctor immediately in the event of illness/accident).
  3. Report the claim to ERV online.
  4. Upload documents:
  • booking confirmation
  • cancellation invoice
  • death certificate

Link to notification of a claim

I had to cancel my trip for other reasons.

What should I do?

  1.  Contact the booking agency immediately.
  2.  Request evidence (consult a doctor immediately in the event of  illness/accident).
  3. Report the claim to ERV online.
  4. Upload documents:
  • booking confirmation
  • cancellation invoice
  • evidence of the incident

Link to notification of a claim

I had to cancel my trip due to a strike.

What should I do?

  1. Contact the booking agency immediately.
  2. Request evidence (consult a doctor immediately in the event of illness/accident).
  3. Report the claim to ERV online.
  4. Upload documents:
  • booking confirmation
  • cancellation invoice
  • evidence of strike
  • confirmation of reimbursement for strike-affected service

Link to notification of a claim

Procedure in the event of a travel incident

I would like to cut short my trip for my own health reasons.

What should I do?

  1. Involve the Central Call-out Service immediately (+41 848 801 803).
  2. Consult a local doctor immediately.
I have to extend my trip for my own health reasons.

What should I do?

  1. Consult a local doctor immediately.
  2. Contact the booking agency immediately.
  3. Report the claim to ERV online.
  4. Upload documents:
  • non fit to fly
  • fit to fly
  • costs of unscheduled return journey
  • receipts for additional costs

Link to notification of a claim

 

I need outpatient treatment abroad.

What should I do?

  1. Visit doctor or hospital.
  2. Submit claim under basic or supplementary insurance for settlement.
  3. Report the claim to ERV online.
  4. Upload documents:
  • travel documents
  •  invoices/prescriptions for medical
  • medication and hospital costs
  • settlement from basic or supplementary insurance

Link to notification of a claim

I have to cut short my trip due to a death.

What should I do?

  1. Contact the booking agency immediately.
  2. Report the claim to ERV online.
  3. Upload documents:
  • booking confirmation
  • receipts for additional costs
  • statement of unused components
  • death certificate

Link to notification of a claim

I missed my connecting flight.

What should I do?

  1. Contact the airline.
  2. Report the claim to ERV online.
  3. Upload documents:
  • additional costs for the continuation of the journey
  • proof of refund by the airline
  • proof of the duration of the delay

Link to notification of a claim

I have been affected by another travel incident.

Link to notification of a claim

I have to cut short my trip due to medical reasons relating to relatives not travelling with me.

What should I do?

  1. Contact the booking agency immediately.
  2. Obtain evidence (e.g. medical certificate).
  3. Report the claim to ERV online.
  4. Upload documents:
  • booking confirmation
  • receipts for additional costs
  • statement of unused components
  • medical certificate

Link to notification of a claim

I need inpatient treatment abroad.

What should I do?

  1. Visit hospital.
  2.  Involve the Central Call-out Service immediately (+41 848 801 803).

Procedure in the event of damage to luggage

My luggage has been stolen.

What should I do?

  1. Contact the nearest police station within 24 hours and report the incident or request an official investigation (only in the event of theft and robbery).
  2. Report the claim to ERV online.
  3. Upload documents:
  • travel documents
  • police report
  • copy of household contents insurance policy

Link to notification of a claim 

I have been affected by another event.

Link to notification of a claim

My luggage was damaged in transit, stolen or lost.

What should I do?

  1. Contact the transport company or airline immediately.
  2. Report the claim to ERV online.
  3. Upload documents:
  • travel documents
  • Property Irregularity Report (P.I.R.)
  • photos of damage
  • proof of reimbursement by the airline
  • purchase receipts

Link to notification of a claim

My luggage was delivered late.

What should I do?

  1. Contact the transport company or airline immediately.
  2. Make necessary purchases.
  3. Report the claim to ERV online.
  4. Upload documents:
  • travel documents
  • proof of the duration of the delayed delivery
  • purchase receipts

Link to notification of a claim

Procedure if my guest falls ill or has an accident

My foreign guest needs inpatient treatment.

What should I do?

  1. There is a free choice of doctor.
  2. The hospital will immediately send a request for commitment to provide cover to schaden@erv.ch.
  3. The Emergency Call Centre (+41 848 801 803) must be contacted if repatriation to the home country is desired/necessary.
  4. If treatment is being given abroad, the Emergency Call Centre (+41 848 801 803) must be contacted. 
My foreign guest needs outpatient treatment.

What should I do?

  1. Visit a doctor (you have a free choice of doctor).
  2. Pay the doctor’s bill.
  3. Report the claim to ERV online.
  4. Upload documents:
  • doctor's bill
  • doctor's report

Link to notification of a claim

Procedure in the event of property damage caused by a tenant

Tenant has caused property damage.

What should I do?

  1. Report the claim to ERV online.
  2. Upload documents:
  • photos of the damaged item
  • proof of purchase for the damaged item
  • invoice or estimate for repair or replacement

Link to notification of a claim

 

 

Procedure in the event of non-participation in an event

I cannot attend an event.

What should I do?

  1. Request evidence (consult a doctor immediately in the event of illness/accident).
  2. Report loss to ERV online.
  3. Upload documents:
  • order confirmation
  • detailed medical certificate or death
  • certificate or other official certificate

Link to notification of a claim

Procedure in the event of a claim under shopping insurance

I found the same item cheaper elsewhere – best price.

What should I do?

  1. Document evidence of a cheaper offer.
  2. Report the claim to ERV online.
  3. Upload documents:
  • credit/debit card statement
  • proof of cheaper offer
  • proof of purchase

Link to notification of a claim

My online purchase was not delivered, was damaged in transit or incorrect items were received – online purchase protection/Safe Online/Online Protect.

What should I do?

  1. Contact/remind delivery company.
  2. Report loss to ERV online.
  3. Upload documents:
  • credit/debit card statement
  • purchase receipt
  • copy of proof of communication with the delivery company
  • delivery note/return receipt with details of delivery costs

Link to notification of a claim

The manufacturer’s warranty for my defective device has expired – warranty extension.

What should I do?

  1. Contact a dealer to check the warranty and prepare a cost estimate.
  2. Report loss to ERV online.
  3. Upload documents:
  • credit/debit card statement
  • proof of purchase including proof of guarantee
  • proof of total loss/repair invoice

Link to notification of a claim

My online purchase has been stolen or damaged – purchase insurance.

What should I do?

  1. In the event of theft: report theft to the police immediately
  2. In the event of damage: take photos of the damage
  3. Report loss to ERV online.
  4. Upload documents:
  • credit/debit card statement
  • proof of purchase of the item 
  • In the event of theft: police report
  • In the event of damage: receipt for repair costs, photos of damage

Link to notification of a claim

Procedure in the event of a claim involving a bike

My bike and/or accessories have been stolen.

What should I do?

  1. Report theft to the police immediately.
  2. Report the claim to ERV online.
  3. Upload documents:
  • original purchase receipt for the bike incl. accessories
  • police report
  • household contents insurance policy

Link to notification of a claim 

My bike was damaged due to an accident or handling errors.

What should I do?

  1. Report the claim to ERV online.
  2. Contact retailers for a cost estimate.
  3. Upload documents:
  • original invoice for the bike incl. accessories
  • photos of the damage
  • repair invoice or estimate

Link to notification of a claim 

I have been affected by another event.

Link to notification of a claim 

Procedure in the event of a claim with wau-miau

My pet had to be treated by a vet in the event of preventive costs (vaccination, surgical castration).

What should I do?

  1. Report case to ERV online.
  2. Upload documents:
  • vaccination/surgical castration invoice

Link to notification of a claim

My pet had to be treated by a vet in the event of illness or accident.

What should I do?

  1. Include a complete medical history (incl. comments and diagnoses) with the first report. 
  2. Report the claim to ERV online.
  3. Upload documents:
  • vaccination/surgical castration invoice
  • Medical history/histories and veterinary report/reports

Link to notification of a claim

Do you have any further questions? We will be happy to answer them.

Contact address
Customer service
European Travel Insurance ERV
St. Alban-Anlage 26
4002 Basel
+41 58 275 27 27 info@erv.ch
General enquiries
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