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What to do if…
you are asked for proof of travel insurance and cannot find your policy documents

Produced and maintained by PanicStation.org Published: Last reviewed: Editorial policy UK guide

Short answer

Ask exactly what proof they will accept, then contact the insurer, broker, bank, or travel company you bought the insurance through and ask them to email a certificate, policy schedule, or confirmation of cover that you can show now.

Do not do these things

  • Don’t guess or invent policy numbers, dates, destinations, or cover levels.
  • Don’t hand over your phone unlocked or share account passwords to prove anything.
  • Don’t buy a second policy in a rush until you have checked the obvious places where your existing cover may be recorded.
  • Don’t assume a GHIC or EHIC is the same as travel insurance; it is not a replacement for private travel insurance.
  • Don’t click unfamiliar links or install apps pushed by strangers to verify your insurance.
  • Don’t send your policy documents to a personal email address unless you are sure it belongs to the organisation asking for proof.

What to do now

  1. Ask what proof is acceptable. Say: “What document do you need: certificate, policy schedule, policy number, confirmation of cover, or a letter? Is a PDF, screenshot, or email acceptable?”

  2. Search your email and files for five minutes.

    • Search your inbox for the insurer or brand name plus “policy”, “certificate”, “schedule”, “confirmation”, “documents”, or “travel insurance”.
    • Search for the comparison site, broker, bank, travel agent, cruise line, or tour operator you used.
    • Check downloads, cloud storage, and photos for PDFs or screenshots containing “insurance”, “certificate”, or “policy”.

  3. Work backwards from the payment.

    • Open your banking app and look for the payment to the insurer, broker, comparison site, travel provider, or bank account provider.
    • Use the payee name to find the correct customer service or policy-servicing route.
    • If your cover came with a packaged bank account, look in your banking app or online banking for the travel insurance section and any “proof of cover”, “policy documents”, or “policy number” option.

  4. Contact the provider that can reissue documents.

    • Use the insurer, broker, bank, or travel provider’s official website, app, phone number, or live chat.
    • Ask for policy-servicing or document support. Emergency assistance lines may not be able to reissue documents.
    • Say: “I am being asked to show proof of cover now. Please email my certificate, policy schedule, or confirmation of cover while I am on the line.”

  5. If you are at a desk, counter, port, or appointment, ask for a safe direct-send option.

    • Ask for an official organisational email address if they will accept proof directly from the insurer.
    • Read the address back before anything is sent.
    • Send only the document needed to prove cover, not account passwords or unrelated personal documents.

  6. If you cannot retrieve proof quickly, ask for a short pause and a clear record.

    • Ask whether they can hold your place briefly while you contact the provider.
    • Ask whether another format will do, such as a confirmation email from the insurer.
    • If you are refused travel, entry, check-in, boarding, or service, ask for the reason in writing so you know exactly what was missing.

  7. Keep your access secure while you sort it out.

    • Use your own phone or device where possible.
    • Avoid logging in to insurance, bank, or email accounts on public computers.
    • Keep your phone charged and on a stable connection if you can.

What can wait

  • You do not need to read the full policy wording right now.
  • You do not need to decide whether your cover is the best available.
  • You do not need to compare new policies while you are still trying to retrieve proof of existing cover.
  • You do not need to start a claim unless something has happened that requires one.
  • You do not need to cancel the trip while you are still trying to get the certificate, schedule, or confirmation.

Important reassurance

This situation is common and it is often fixable. Insurers, brokers, banks, and travel providers often have online accounts, email resend options, or customer service teams that can help locate or resend policy documents once they identify you.

Scope note

These are first steps to get acceptable proof in front of the person or organisation asking for it. Later decisions, such as complaints, refunds, replacement cover, or disputes about refusal of travel or service, may need specialist help.

Important note

This is general practical information, not legal, medical, financial, insurance, therapeutic, or professional advice. Requirements for proof vary by airline, cruise line, tour operator, visa process, destination, and provider, so ask the person requesting proof to specify exactly what they will accept and in what format.

Additional Resources

Closely connected guides that may be useful during the same situation or its immediate aftermath.

About this guide

This guide was produced and is maintained by PanicStation.org using its published editorial process. Official and specialist sources are checked where relevant, and AI-assisted tools may be used for drafting, organisation, and consistency checks. The site operator remains responsible for publication, revision, and removal decisions.

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