Time limit on processing travel claim?

Brit_Chick

Firstly, I apologise if this is posted in the wrong forum. I'm just after some advice on behalf of a relative who submitted a claim to their travel insurance six months months ago for an airline losing their luggage and contents.

The necessary paperwork was completed and lodged with the airline (PIA) at the time, but the airline were unable to locate the luggage but have not paid any compensation either. A claim was lodged with the travel insurers (Travel Claims Services) who state that without written confirmation from the airline that the luggage is lost and no compensation issued, the claim cannot be resolved.

This is fair enough, but the problem is that the airline are not co operating. Numerous letters have been sent by recorded delivery (the address is correct as it was provided by PIA themselves). Copies of these letters, and proof from the Royal Mail website showing that the letters have been received have been sent to the travel insurers. The travel insurers have also written to the airline themselves no fewer than four times but have had no response either.

How long are we expected to wait for this to be finalised? The insurers have had no luck contacting the airline directly and my relative has proven that they have done everything possible to obtain this confirmation themselves. Surely a person can't be expected to wait indefinitely?

rs65

Brit_Chick wrote: »

A claim was lodged with the travel insurers (Travel Claims Services) who state that without written confirmation from the airline that the luggage is lost and no compensation issued, the claim cannot be resolved.

I think TCS are right. Here is an example of what is required to deal with a claim:-

• A “Property Irregularity Report”. This should be obtained from the carrier as soon as you are aware of the damage or loss.
• Your baggage tag receipts.
• Proof of purchase for the lost, stolen or damaged items

Does your relative have nothing from the airline, or the baggage hall at the airport, that the baggage is missing?

InsideInsurance

Brit_Chick wrote: »

Surely a person can't be expected to wait indefinitely?

On the grounds that the insurer is aware that letters are being ignored you could ask them if they will accept anything else as proof? An affidavit would be the most obvious thing.

Brit_Chick

rs65 wrote: »

I think TCS are right. Here is an example of what is required to deal with a claim:-

• A “Property Irregularity Report”. This should be obtained from the carrier as soon as you are aware of the damage or loss.
• Your baggage tag receipts.
• Proof of purchase for the lost, stolen or damaged items

Does your relative have nothing from the airline, or the baggage hall at the airport, that the baggage is missing?

The PIR, baggage tag receipts and proofs of purchase for the lost items have all been sent to the insurers. They say that they need written confirmation from the airline that they have been unable to locate the luggage and that no compensation for the lost items has been paid.

I have written to them (on my relatives behalf) pointing out that given that both us and the insurers have sent repeated letters to the airline with no success, if they cannot reply to a letter than what is the likelihood that they would have located the missing luggage or paid compensation.

I guess the only thing to do now is to write back to the insurers asking if there is anything else that they will accept in lieu of this confirmation.

If they say no, and that they can only proceed with the confirmation from the airline, what then?

rs65

What does their policy say about the procedure for making a baggage claim?

Brit_Chick

It doesn't seem to mention anything about how long they have to process it within.

rs65

Brit_Chick wrote: »

It doesn't seem to mention anything about how long they have to process it within.

It won't. What I meant was the procedure for handling the claim - documents/evidence required. If they have followed the procedure, put a complaint in.