Event ticket insurance can be a lifesaver when something unexpected prevents you from attending a show, match, or festival. But the claims process is not always straightforward, and insurers reject a significant number of claims each year. This guide walks you through how to make a successful claim and avoid the most common pitfalls.
What does event ticket insurance typically cover?
Policies vary between providers, but most event ticket insurance covers the cost of your ticket if you cannot attend due to:
- Illness or injury to you or a close family member (usually requiring a GP or hospital note)
- Bereavement of an immediate family member
- Jury service or being called as a witness
- Pre-booked public transport cancellation or major delay (typically over two hours)
- Redundancy from your job (where notice was given after you bought the policy)
- Severe adverse weather making travel to the venue impossible
- Vehicle breakdown (with proof from a breakdown service)
Some policies also cover event cancellation and rescheduling, but check the wording carefully. Many basic policies only cover reasons personal to you, not decisions made by the organiser.
What is usually not covered?
Understanding exclusions is just as important as knowing what is covered. Common exclusions include:
- Pre-existing medical conditions (unless specifically declared and accepted)
- Simply changing your mind about attending
- Being unable to get time off work
- Events you knew were at risk of cancellation when you bought the policy
- Alcohol or drug-related illness
- Circumstances you were aware of before purchasing the insurance
- Government-imposed travel restrictions announced before you bought the policy
Step-by-step: how to make a claim
1. Notify the insurer as soon as possible
Most policies require you to notify the insurer within a set period, often 14 to 31 days of the event date or the date you became aware of the issue. Do not wait until after the event to make contact. Call or email the insurer's claims department and request a claim form or online claim link.
2. Gather your evidence
This is where most claims succeed or fail. You will typically need:
- Proof of ticket purchase (confirmation email, receipt, or bank statement)
- The insurance policy document and certificate number
- Evidence supporting your reason for claiming (GP letter, death certificate, transport cancellation notice, redundancy letter, breakdown service report)
- Proof that you could not transfer, resell, or obtain a refund for the ticket through other means
That last point catches many people out. Insurers expect you to have attempted to recover your costs through other channels first. If the event was cancelled and the organiser is offering refunds, you need to claim that refund rather than claiming on your insurance. For help with the refund process, see our guide to getting a refund for a cancelled event.
3. Complete the claim form accurately
Fill in the claim form thoroughly and honestly. Inconsistencies between your claim form and your supporting evidence are a common reason for rejection. If you are unsure about any section, contact the insurer and ask for clarification before submitting.
4. Submit and follow up
Submit your claim with all supporting documents. Keep copies of everything you send. Most insurers aim to settle claims within 5 to 10 working days of receiving all required documentation, but it can take longer for more complex claims.
If you have not heard back within the timeframe stated in your policy, chase them. Keep a record of all phone calls (date, time, who you spoke to, what was discussed).
What to do if your claim is rejected
If the insurer rejects your claim, do not give up immediately. Ask for a written explanation of the rejection, including which policy clause they are relying on. If you believe the rejection is wrong:
- Write a formal complaint to the insurer, setting out why you disagree with their decision
- The insurer must respond to your complaint within eight weeks
- If you are not satisfied with their response, you can escalate to the Financial Ombudsman Service (FOS). The FOS is free to use and can make binding decisions on insurers
The Financial Ombudsman Service handles thousands of insurance complaints each year, and they do find in favour of consumers in a significant proportion of cases.
Is event ticket insurance worth buying?
For most standard event tickets under £50, insurance is probably not cost-effective. The premium, typically £3 to £10 per ticket, does not justify the coverage for a low-value purchase, especially when you already have chargeback rights through your bank.
For high-value bookings such as festival weekend tickets, major concert VIP packages, or overseas events where travel costs are also at stake, insurance starts to make more sense. Some premium credit cards include event ticket insurance as a cardholder benefit, so check your existing cover before buying a separate policy.
Tips for a smooth claim
- Read the full policy wording before you buy, not after you need to claim
- Declare any pre-existing medical conditions when taking out the policy
- Keep all documents from the moment you buy your ticket
- Act quickly when you realise you cannot attend
- Try to get a refund or resolve the issue directly with the organiser first
Disclaimer: This guide provides general information about event ticket insurance. Policy terms and coverage vary between providers. Always read the specific terms and conditions of your policy. This is not financial or legal advice.
