Start at the Airport: Make the Lost Baggage Report
If your suitcase disappears while you’re already travelling, the first job is to create a clear paper trail. Most insurers will expect evidence that the airline logged the loss and that you acted quickly.
File a proper airline report (and get your reference)
At the airport, visit the airline’s baggage services desk as soon as you notice the bag is missing. Ask for the documentation that proves the report exists and that the airline is actively searching.
Request and keep:
- Your Property Irregularity Report (PIR) reference (or equivalent case number)
- A copy of the report confirmation showing your route and flight details
- Proof of what was inside (a description or list of items, with quantities if you can)
- The reference details for follow-up (case number/contact method)
Write down what you can immediately
Before you move on to calls and purchases, recreate your inventory while it’s fresh. Insurers tend to want a realistic item list, not a vague “clothes and toiletries” summary.
If you travel with a lot of electronics, documents, or medication, prioritise those details. Even a short “likely items” list can help you later with replacements and reimbursement questions.
Notify Your Airline and Insurance in the Right Order
With lost baggage, the airline’s process usually runs in parallel with your insurer’s claim. The order matters because many policies expect you to involve the airline first.
Contact the airline before you expect insurance to pay
Most travel insurance policies are designed to work with airline compensation. That typically means:
- You submit the loss claim to the airline (using your reference)
- You keep every communication you receive from them
- You only submit your insurance claim once you understand what the airline will cover
If the airline offers interim assistance or sets expectations for when they’ll update you, keep those messages. They help your insurer assess whether your spending was reasonable.
Check what you’re actually covered for: loss vs delay
When you’re mid-trip, the missing-bag period can fall under different parts of a policy:
- Baggage loss: you’re claiming for the suitcase and its contents after a certain stage of non-return.
- Baggage delay: you’re claiming essentials you had to buy while waiting.
If you’re not sure which applies, look for the wording around “baggage delay,” “loss,” “necessary purchases,” and any “minimum time before cover starts.” If the policy only covers loss, you may need to wait before reimbursement for your bag—while still claiming back essentials if the policy includes delay spending.
Buy Essentials Carefully—and Keep Receipts That Will Hold Up
It’s normal to need replacement items right away. The key is to keep purchases sensible and documented, especially when you’re buying pharmacy items.
Buy only what’s necessary to continue your trip
Your insurer will usually expect essentials rather than a full wardrobe replacement. Think practical and time-bound: items that let you wash, eat comfortably, dress appropriately for the days you’re stuck without your bag, and move around.
Keep in mind that some policies have caps for categories (for example, daily limits for toiletries and clothing during delay). Even when you can’t predict the cap, spending within reason makes it easier for your claim to be approved.
Request proof for every essential purchase, including card receipts and itemised invoices.
Keep receipts for pharmacy purchases and medication
Pharmacy spending is one of the areas most likely to trigger questions, because insurers need clarity on what you bought and why.
Keep receipts that show:
- Medication and pharmacy receipts (ideally with the prescription details)
- Toiletries (toothbrush, razor, shampoo, basic skin products)
- Replacement clothing basics (underwear, socks, T-shirts, trousers/shorts)
- Any essential formal or work items if your plans require them
- Chargers/adapters if they’re required for your trip (not “nice to have” extras)
- Any childcare or medical-adjacent supplies you had to replace
Avoid common claim-killers
When you’re travelling without a bag, it’s tempting to buy quickly. Still, try to avoid:
- Bundled shopping receipts that don’t itemise what was purchased
- “Estimated value” claims without proof of purchase
- Paying in ways that don’t show an itemised record (for example, cash-only purchases without receipts)
If you’re buying something from a pharmacy, ask for an itemised receipt. If the pharmacy can print a card slip plus an itemised invoice, keep both.
How Reimbursements Are Usually Calculated
Reimbursement rules vary, but the structure is often similar. Knowing how insurers assess claims helps you prepare the paperwork while you still have the receipts.
Expect reimbursement to be “reasonable” and within policy limits
In most cases, your insurer will look at:
- Whether the purchases were necessary to manage the period without your bag
- Whether spending stayed within any defined limits (for example, daily or category caps)
- Whether your receipts and descriptions match what’s claimed
If your purchases look excessive compared with the short-term need, insurers may reduce the amount even when the loss is valid.
Depreciation and replacement value are commonly involved
For the suitcase and belongings, insurers often don’t reimburse full “brand-new” replacement costs. Instead, they may apply depreciation or a similar wear-and-tear approach.
How reimbursements are commonly handled:
- Policies usually reimburse reasonable and necessary items, not unlimited upgrades
- Insurers often require proof of ownership/value or a reasonable description of items
- Replacement amounts can be reduced for age and wear (depreciation)
- Payment may be affected by what the airline settles through (airline first, then top-up)
Currency conversion and partial receipts can reduce the payout
If you paid in a different currency, reimbursement may be based on the insurer’s exchange rate rules (often tied to the transaction date). Keep a clear copy of how you paid.
If you can’t find a receipt for a small item, don’t expect it to be covered. Many policies are strict about needing proof for reimbursement.
If Your Bag Is Found Late, Partly Returned, or Denied
Lost baggage rarely goes perfectly. Your claim strategy should match what happens next.
If the bag turns up, follow the insurer’s instructions
If your suitcase is returned after you’ve filed a delay claim (for essentials) or a loss claim (for the bag), you generally need to update your insurer. Policies often treat “found after claim” differently depending on whether you already received payment.
Common requirements can include:
- Providing updated delivery details or confirmation of return
- Returning any settlement amounts where the policy requires it
- Accepting a reduced payout if items are returned in good condition
If you’re missing documents, ask before you submit
If your PIR reference is missing, your item list is thin, or your pharmacy receipts are incomplete, it can delay your claim. Instead of guessing, contact your insurer’s claims team for what they can accept.
If a claim is denied, request the reason in writing and check whether the denial is due to missing proof (often fixable) versus a true policy exclusion.
What to Do Next
Right now, focus on three things: keep the airline reference details safe, maintain a simple item list of what you lost, and photograph every receipt before you submit anything. Then file your insurer claim in a way that matches your policy’s coverage type (delay essentials versus loss of the bag), and follow up as soon as the airline provides updates or a settlement decision.