You should contact us as soon as possible to provide us with details of the incident. Our claims department can be contacted during office hours on phone number(s) (00356) 25579000 or (00356) 21246152. Alternatively you can email us at travelclaims@citadelplc.com.
You are required to report any losses or thefts to police authorities in order for a claim to be paid. If the loss or theft occurred in a particular place such as your hotel you will also need to report it to the hotel management. This should be done within 24 hours of your discovering the loss. Keep a copy of the police report to present it to us when you make the claim.
If your baggage is lost or gets damaged during the flight, report it at the airline desk before you leave the airport. You will receive a "Property Irregularity Report" which should be presented to us when you make the claims. If you discover the damage after leaving the airport, notify the airline in writing. Most airlines require notification of your loss within seven days.
You should not admit or deny liability with third parties or try to negotiate any settlements.
You need to keep the receipts of any expenses that you incur if you are planning to make a claim on your return. These could include the cost of replacing essential personal effects when your baggage is lost for more than twelve hours or receipts for the purchase of foreign currency.
When travelling, carry with you details of the emergency assistance offered by us as part of your policy. ALWAYS take a copy of the policy with you on holiday so that you know what to do if something goes wrong.
