Nobody plans to use their insurance. But if you do need to make a claim during or after your adventure in the Albanian Alps, here is exactly how the process works — step by step.
Emergency Claims (On the Trail)
If you are injured, ill, or in danger during your insured trip, follow these steps:
Step 1: Ensure Your Immediate Safety
Before anything else, get to a safe location if possible. Administer first aid. If you are with a group, delegate tasks — one person provides care, another calls for help.
Step 2: Call the 24/7 Emergency Assistance Number
This number is printed on your policy documents. Save it in your phone before your trip. Write it on a piece of paper as a backup.
When you call, provide:
- Your name and policy number
- Your location (GPS coordinates if possible — most smartphone map apps show these)
- A description of the injury or emergency
- The number of people affected
- Your phone number and available battery level
The assistance team will:
- Advise on immediate first aid steps
- Coordinate with local rescue services
- Arrange ground or helicopter rescue as needed
- Contact the nearest hospital
- Approve costs for treatment and evacuation
Step 3: Follow the Assistance Team's Instructions
The coordination centre will manage the logistics. Your job is to stay safe, stay in communication (if you have signal), and follow their guidance on where the rescue team will reach you.
Step 4: Keep All Documentation
From the moment you receive treatment, keep everything:
- Hospital admission forms
- Medical reports and diagnoses
- Prescriptions and medication receipts
- Ambulance or transport invoices
- Rescue operation documentation (if available)
You'll need these documents to complete your claim after the emergency is resolved.
Non-Emergency Claims (After Your Trip)
For claims that don't require immediate emergency response — baggage loss, trip curtailment, delayed baggage — follow this process after you return from your trip.
Baggage Loss or Theft
What to do at the time:
- Report the loss/theft to local police immediately and obtain a police report
- Report to the transport operator (airline, ferry company) if applicable
- Take photos of damaged belongings if the claim is for damage
What to submit:
- Police report (with report number)
- List of lost/stolen/damaged items with estimated values
- Purchase receipts or proof of ownership (if available)
- Your policy number and travel dates
Baggage Delay
What to do at the time:
- Obtain a Property Irregularity Report (PIR) from the airline
- Keep receipts for all essential purchases (clothing, toiletries) during the delay
What to submit:
- PIR report from the airline
- Receipts for essential purchases
- Your policy number and travel dates
Trip Curtailment
What qualifies:
- Your trip was cut short due to a covered event: injury, illness, family emergency, or other qualifying reason
- You had non-refundable trip costs (accommodation, transport, activities) that you could not use
What to submit:
- Medical certificate or documentation of the qualifying event
- Proof of non-refundable bookings (booking confirmations, receipts)
- Documentation of any refunds already received from providers
- Your policy number and travel dates
How to Submit Your Claim
Option 1: WhatsApp
Send your claim documents to our WhatsApp: +355 69 331 0183. We will review and forward to SIGAL for processing.
Option 2: Email
Email your claim documents to [email protected] with subject line "Insurance Claim — [Your Name] — [Policy Number]".
What Happens After You Submit
- We review your submission and confirm all required documents are included
- Your claim is forwarded to SIGAL Insurance Group for assessment
- SIGAL reviews the claim against your policy terms
- You receive a decision — typically within 15–30 business days
- Payment is issued for approved claims
Tips for a Smooth Claims Process
Before Your Trip
- ✅ Save the 24/7 assistance number in your phone and on paper
- ✅ Take a photo/screenshot of your policy documents
- ✅ Note your policy number somewhere easily accessible
- ✅ Download the policy PDF for offline access
During Your Trip
- ✅ Take photos of any incident scene (if safe to do so)
- ✅ Get names and contact details of witnesses
- ✅ Keep all receipts — medical, transport, purchases
- ✅ Report theft/loss to police as soon as possible
- ✅ Follow the 24/7 assistance team's instructions
After Your Trip
- ✅ Submit your claim promptly — don't wait months
- ✅ Include ALL supporting documents in your first submission
- ✅ Keep copies of everything you send
- ✅ Respond quickly to any follow-up requests from SIGAL
Important Notes
- Claims must relate to events during your insured policy period. Events before or after your covered dates are not eligible.
- Pre-existing conditions are generally excluded from travel insurance. If you have a known medical condition, check your policy wording.
- Fraud is a criminal offence. All claims are verified. Providing false information will result in claim denial and potential legal action.
- This guide is for general information. Your policy documents issued by SIGAL contain the exact claims procedure and terms that apply to your specific cover.
We hope you never need this guide. But if you do, you now know exactly what to do. And if you haven't got your insurance yet — build your quote now →