Claims, step by step.
Before, during and after care.
Claims are where travel insurance is tested. This guide shows what to do before you see a doctor, what to collect at the desk, how to file, and what to do if the answer is slow or a no.
Who decides your claim. The insurer, through the plan administrator named on your ID card, decides every claim under your policy wording. Ombrela is not an insurance company and does not handle or decide claims. We can help you understand the steps.
How a travel medical claim works
Call first when you can.
For anything that is not a life threatening emergency, a few minutes on the phone before treatment can decide how smoothly the bill is handled later.
- Keep your ID card and plan document with you
Save a photo of your insurance ID card and a PDF of your certificate or description of coverage on your phone. The card shows your certificate number, the assistance phone numbers and, on many plans, which provider network to use.
- Call the assistance line on your ID card
Ask where to go, whether a provider is in network, and whether the treatment needs pre certification. Write down the date, the time, the name of the person you spoke to and any reference number.
- Choose an in network provider when the plan has one
Inside the United States, many visitor plans use a PPO network named on the ID card. In network providers often bill the plan directly, which can mean less money out of your pocket at the desk.
- Ask for pre certification before planned care
Hospital admission, surgery and other listed procedures often need pre certification. Plans can reduce what they pay if it is skipped, so check the list in your plan document and request it before treatment, or as soon as possible after an emergency admission.
Show the card. Keep every paper.
In an emergency, get care first. The paperwork can follow.
- Present your insurance ID card
Show the card, not just the brand name of the company you bought from. Providers recognize the network logo and the claims address printed on the card.
- Ask whether the provider will bill the plan
If the provider bills the plan directly, ask for a copy of what was submitted. If you are asked to pay, pay with a method that leaves a record and ask for an itemized bill, not only a receipt.
- Collect records before you leave
Ask for the itemized bill with diagnosis and procedure codes, the doctor or hospital report, prescriptions and pharmacy receipts that show your name, the medicine, the quantity and the price.
File early. File complete.
Most delays come from missing documents, not from the decision itself. A complete first submission is the fastest route to an answer.
- Note your deadline
Every plan sets a time limit for notice of a claim and for proof of claim. They differ by carrier and by plan, so read yours today and put the date in your calendar.
- Complete the claim form
Use the administrator’s online portal if it has one, or its current claim form. Fill in every field, describe what happened and when symptoms began, and sign it.
- Attach the full claim kit
Include itemized bills, proof of payment, medical records, proof of travel such as passport stamps or an entry record, and your banking details for reimbursement. Translate documents that are not in English if you can.
- Keep copies and track the claim
Keep a copy of everything you send. Check the portal or your email for requests for more information and answer them quickly, because claims can be closed when a request goes unanswered.
The claim kit
Gather these before you file. Not every claim needs every item, but a complete first submission is the fastest route to a decision.
Your policy
- Insurance ID card (photo of front and back)
- Certificate number, plan name and coverage dates
- Certificate of insurance or description of coverage (PDF)
- Assistance and claims phone numbers saved in your phone
The claim
- Completed and signed claim form for each new illness or injury
- A short written account: what happened, when, where, and when symptoms began
- Pre certification reference number, if one was issued
- Authorization for release of medical information, if requested
- Signed authorization from the insured person if someone else is filing
Medical evidence
- Itemized bills showing diagnosis and procedure codes
- Doctor notes, hospital reports and discharge summary
- Prescriptions and pharmacy receipts with drug, quantity and price
- Referral letters or test results that support the treatment
Payment and travel
- Receipts or card statements proving what you paid
- Bank details for electronic reimbursement
- Passport identity page and entry or exit stamps, or your entry record
- Travel itinerary and tickets showing your trip dates
- Student visa or enrollment proof, if the plan is for students
Your log
- Date, time, name and reference for every call
- Copies of everything you sent and the date you sent it
- Every Explanation of Benefits and letter you receive
Ombrela claim kit · ombrela.co/claims · checked October 2026. Your policy wording decides what is required.
A no is not always
the last word.
Read the decision, ask why in writing, and use the appeal route set out in your policy. Keep everything on paper or in email.
- Read the Explanation of Benefits
The Explanation of Benefits, or EOB, says what was paid, what was not and why. Sometimes a claim is pended or closed only because a document is missing. In that case, sending the document is usually enough and no appeal is needed.
- Ask for the reason in writing
If the reason is unclear, ask the administrator to state in writing which policy provision it relied on and what information would change the outcome. Keep the reply.
- Appeal inside the window
Plans set a deadline for appeals, often counted from the date of the denial. Write a clear appeal that names the claim number, says why you disagree, quotes the policy wording you rely on and attaches new evidence such as a letter from the treating doctor.
- Ask for a second review if the plan allows it
Some plans offer a further appeal reviewed by people who were not involved in the first decision. Check your plan document.
- Contact your state insurance department
If you believe a claim was handled unfairly or delayed without reason, your state insurance department can tell you whether it can review a complaint about your policy. The NAIC lists every state department and explains how to file.
- Regulator resources
Find your state insurance department and read the NAIC guide on how to file a complaint.
Forms, contacts and deadlines by administrator
Facts taken only from each administrator’s own website and plan documents, with a source for every line.
- IMG (International Medical Group)IMG lists these among the plans handled through its medical claims process: the Patriot Travel Series (Lite, Plus, Platinum and Multi Trip), Visitors Care, Visitors Preferred, Visitors Protect, Student Journey, Patriot Exchange Program and Student Health Advantage.Open the IMG claims guide
- Trawick InternationalTrawick’s plan pages for Safe Travels USA, Safe Travels USA Comprehensive, Safe Travels USA Cost Saver, Safe Travels Elite and Safe Travels International name Zurich Insurance Europe AG, Belgian branch, as the insurer.Open the Trawick claims guide
- WorldTripsWorldTrips’ travel medical claims center covers Atlas Travel, Atlas Premium, Atlas Group, Atlas MultiTrip, Atlas Nomads and StudentSecure.Open the WorldTrips claims guide
Claims questions
Who decides whether my travel medical claim is paid?
The insurer, through its plan administrator, decides every claim under the terms of your policy. Ombrela does not handle or decide claims. We can help you understand the steps and point you to the right forms and contacts.
Do I have to pay the hospital myself?
It depends on the provider and the plan. Inside the United States, an in network provider often bills the plan directly when you show your ID card. Out of network providers, and many providers outside the United States, may ask you to pay and then claim reimbursement.
What is pre certification?
Pre certification is advance notice to the plan before certain treatment, such as a hospital admission or surgery. The plan reviews it for medical necessity. Many plans reduce what they pay if required pre certification is skipped, and emergency admissions usually have a short window to notify the plan afterwards.
How long do I have to file a claim?
It varies by plan. IMG says medical claims must be filed within 180 days of treatment. WorldTrips asks travelers to report within 30 days and send documents within 90 days, while its Atlas Travel sample document sets 60 days after the certificate ends. Trawick refers you to your plan. Always follow the deadline in your own policy document.
What documents slow a claim down when they are missing?
The most common gaps are an unsigned or incomplete claim form, missing itemized bills, missing proof of payment, missing medical records and documents that are not in English. Sending everything together the first time avoids most delays.
Can a family member file the claim for me?
Usually yes, but the administrator needs your written authorization before it can discuss your medical information with someone else. Sign the authorization section of the claim form or the separate privacy form.
What can I do if my claim is denied?
Read the Explanation of Benefits, ask for the reason in writing, and file an appeal with supporting evidence before the appeal deadline in your policy. If you still believe the claim was handled unfairly, contact your state insurance department.
Does buying through Ombrela change how claims work?
No. Your policy is issued by the insurer and administered by the plan administrator named on your documents. Claims go directly to that administrator. Ombrela is not an insurance company and does not decide claims.
Sources
Checked October 2026. Carrier details change, so always confirm with your own policy documents.
Still choosing a plan? Compare options with the administrator, network and claims route named up front.