What should I do if my luggage goes missing while I’m travelling?

If your luggage has been lost, stolen, or misplaced during your trip, there are a few steps you’ll need to take so your claim can be assessed properly. 

First, report the loss as soon as you can. Ideally, this should be done within 24 hours to the airline, bus line, rail authority, or any other carrier you were travelling with at the time. Make sure you get a written report from them, as this is required as part of the claim process. 

If your phone or another device with phone capabilities is missing, you’ll also need to provide the IMEI number and have it blocked by your mobile provider. 

Keeping any receipts, baggage tags, and documentation related to your trip will also help support your claim. 

Every claim is reviewed individually on a case-by-case basis and will only be paid if it meets the terms, conditions, limits, and exclusions in your policy. Always check the PDS carefully so you know exactly what’s included before you travel.