The question comes up almost immediately: was there insurance? For many families, the answer is uncertain. Their loved one may have purchased cover weeks before travelling, or added it to an annual policy, or had it through a bank account — or they may have had nothing.
Finding out quickly matters. If travel insurance exists and covers repatriation, the insurer coordinates and funds the process. If it does not, the family needs to start arranging funding directly. Either way, the answer changes what happens next.
Start with the obvious places
Email. Search the inbox for the insurer’s name, policy number, or phrases like “travel insurance”, “certificate of insurance”, “policy documents”. Most policies are now issued by email. A sent folder search for “travel insurance” may also find an original application.
Bank and credit card statements. Insurance premiums appear as single debit transactions, often in the months before travel. Look at the two to three months preceding departure. Annual policies will show as a larger single payment. Single-trip policies appear closer to the travel date.
Phone. Check recent calls and messages for unknown 0800 or 0345 numbers. Some insurers send text confirmations.
Physical documents. Holiday paperwork, travel wallets, passport holders. Many people print insurance documents and keep them with their travel documents. Check any briefcase, backpack, or document folder.
Bank account “add-ons”. Many premium bank accounts include travel insurance as a benefit. Common ones are Nationwide FlexPlus, Barclays Blue Rewards, and various Halifax and Lloyds accounts. If your loved one had a premium current account, call the bank directly and ask whether travel insurance was included.
The insurers you haven’t found yet
If you cannot find a policy directly, there are two resources worth knowing.
The Association of British Insurers (ABI) operates a tracing service for life insurance policies but not specifically travel insurance. However, if you suspect cover exists and cannot trace it, the ABI can sometimes help identify whether a policy was held.
The British Insurance Brokers’ Association (BIBA) can refer you to a broker who specialises in tracing cover.
Also check: did the person use a travel agent? Many high street travel agents include insurance in packaged holidays. If the holiday was booked as a package, the tour operator may have included cover. Call the tour operator directly.
Common reasons insurers reject claims
Even when insurance exists, claims can be rejected. The most common grounds:
Pre-existing conditions not declared. Most policies require disclosure of medical conditions at the time of purchase. If a condition was not declared, and the death was related to it, the insurer may decline. This is the most frequently cited reason for rejection.
Age exclusions. Some policies are not available over a certain age, or reduce cover significantly. Always check the maximum age on a policy.
Excluded activities. Deaths resulting from activities listed as excluded in the policy (commonly motorcycling, scuba diving, skiing off-piste) may not be covered.
Policy not in force. Annual policies have renewal dates. If the policy lapsed before travel, it does not cover the death.
Geographical exclusion. Some cheaper policies exclude certain countries or regions. Destinations with FCDO “advise against travel” notices at the time of travel are sometimes excluded.
If there is no insurance
You are responsible for funding the repatriation directly. This is not uncommon and the process is the same — you simply need to arrange payment with the funeral directors involved.
The typical total cost depends on the country. Spain or Portugal: roughly £3,000 to £5,500. Thailand or India: £5,000 to £9,000. These are paid to the coordinating funeral director.
A few practical options:
Credit card. For costs above £100 paid on credit card, Section 75 of the Consumer Credit Act gives you the right to claim against the card issuer if the service is not delivered. This matters if a funeral director abroad fails to deliver.
Bereavement financial support. Some charities assist with repatriation costs in specific circumstances. The FCDO’s website lists organisations that may be able to help in cases of particular hardship.
Personal loans. Some families use personal loans or overdraft facilities for the immediate cost, then recover funds from the estate during probate. This is common where the estate has value but is not yet accessible.
The estate. Repatriation costs are a valid expense of the deceased’s estate and can be claimed against it during probate. Keep all invoices and receipts.
After the claim is confirmed
If insurance is confirmed and the claim is accepted, the insurer’s assistance line takes over. Your job is to provide information, authorise decisions, and stay in contact.
You are still entitled to ask who they are appointing as funeral director, and you can request updates on timeline. You are not simply passive in this process. If the appointed funeral director is not communicating, escalate via the insurer’s case manager.
If there is a dispute about whether the claim is valid, the Financial Ombudsman Service handles travel insurance complaints. There is no charge to make a complaint, and their decisions are binding on the insurer.