What do I do when something goes wrong on holiday?

This can really suck. You’re trying to enjoy your holiday and something goes wrong. If you’re reading this and something has happened, we’re sorry to hear it. We really are here to help and to make things as easy as possible.

What you need to do depends on whether you have an urgent or non-urgent issue. Read on to find out more.

Emergency or urgent help required

This is when something serious has happened and you need urgent medical attention or help getting home. Generally you should try to do the following:

  1. Call for help. This may be notifying the local police, calling an ambulance or going to a hospital. Your safety and health is the top priority.
  2. Capture information. If it is safe to do so, taking photos and making notes will help explain what happened to emergency services or your insurer. The more information, the better.
  3. Speak to your insurer. Most insurers, like Pluto, have a 24/7 free helpline you can call when something has gone wrong. Try to call them as soon as it’s safe to do so. When you speak to your insurer, explain what happened and let the professionals take over and help. They can liaise with a hospital directly to pay your bills or help get you a new flight home. Having lots of information about what happened will be really helpful here.

At Pluto, you can reach us 24/7 for free on + (1) 416 642 7303 (this is provided by Zurich Assist).

Non-urgent issues

This is typically where your trip has been delayed, you need to cancel your holiday or  something was stolen whilst on holiday. You don’t have to let us know about this immediately. Instead, we’ve made it super easy to submit a claim in 10 minutes, straight from your phone. If you want to submit your claim whilst you’re away, you can do just that. Or you can do it when you get back home. Try following the steps below:

  1. Capture information. If it is safe to do so, taking photos and making notes will help explain what happened to emergency services or your insurer. The more information, the better.
  2. Report it. It’s best to report what has happened to the police (if it’s a crime), your airline (if your bags are lost), your hotel (if something was stolen) and so on. You want to get an official record that you reported what happened. This makes it much easier to claim as it’s great supporting evidence.
  3. Keep receipts. If you have to spend any extra money, make sure you keep a receipt of it for your claim.
  4. Submit your claim. Get in touch with your insurer and submit your claim, providing them with all the information they need. Hopefully, they’ve made it nice and easy (very unlikely, unfortunately). Did we mention that with Pluto, you can submit a claim in 10 minutes, straight from your phone?

Pluto customers can submit a claim online here. We pride ourselves on making it simple and easy to make a claim and to get what you deserve when something bad happens. After all, that’s what insurance is for.


Hopefully, that helped. If you have any more questions, please get in touch at [email protected].

Find out more about Pluto here



Alex

Alex

Co-founder of Pluto. Love building products and apparently travel insurance!