Making a claim
Have to cancel? Here’s what to do.
Five steps from cancelling your booking to money in your account. Notify Colonnade of the claim without undue delay and always quote your policy number — we’re happy to help you with the claim.
The process
Step by step
- 1
Cancel with the seller
Cancel the trip and all booked services as soon as possible, ask for a refund and try to keep the loss as low as you can. The insurer may reduce the payout for cancellation fees that went up because you cancelled late.
- 2
Send tickets before the event
Cancelling tickets? Send the original cancelled tickets to skody@colonnade.cz before the event starts — tickets sent late may reduce the payout.
- 3
Notify the insurer
Without undue delay, online or by email to skody@colonnade.cz, always with your policy number. Colonnade customer centre: +420 800 700 025. We can help you with the claim too — fill in the form below or write to pojistne@meditapass.cz.
- 4
Provide the documents
Your travel contract or proof of booking and payment, proof of the processed refund showing the cancellation fees, and proof of the reason for cancelling. Copies are enough; keep the originals until the investigation is over. See the overview below.
- 5
Get the money in your account
The insurer completes its investigation within 3 months of notification and pays out within 15 days of completing it. It reimburses the cancellation fees after deducting the 10% excess, with no excess if the insured person is hospitalised or dies.
Online claim
We’ll help you with the claim
We’re sorry you have to cancel. Fill in a few details and we’ll tell you straight away which documents to prepare.
Documents
What you’ll need
For every claim: the policy number, your travel contract or proof of booking and payment, and proof of the processed refund showing the cancellation fees. Plus a document depending on the reason:
| Reason | Document |
|---|---|
| Your illness, injury or death | A medical report with the diagnosis and length of treatment (a discharge report if you were hospitalised), or a copy of the death certificate. |
| Illness, injury or death of someone close | A medical report with the diagnosis and length of treatment, or a copy of the death certificate — and proof of your relationship to the person. |
| Caring for a sick family member | A doctor’s confirmation of the diagnosis, the length of treatment and the necessary care for the family member. |
| Confirmed pregnancy | A medical confirmation of the pregnancy and that the doctor advised against travelling for medical reasons. |
| Death of a pet | A vet’s confirmation of the death and the pet passport listing you as the owner. |
| Court, adoption or divorce | A copy of the court summons or another document about the proceedings showing the hearing date. |
| Dismissal by your employer | The notice of dismissal from your employer, or confirmation of entitlement to unemployment benefit. |
| Resit exam | Confirmation from the school of the resit date. |
| Car accident | The Police of the Czech Republic’s record of the road accident. |
| Stolen documents | The Police of the Czech Republic’s report on the theft of the documents. |
| Victim of a crime | A police report or another document about the crime. |
| Theft or damage at home | A police report on the robbery or theft, or confirmation of the damage to your home and the amount of the loss. |
| Mandatory quarantine | Confirmation that mandatory quarantine was ordered. |
| Natural disaster at the destination | An official statement from the authorities about the threat at the destination. |
Notify the insurer of the claim without undue delay, always quoting your policy number. The excess is 10%, or 0% if the insured person is hospitalised or dies.
Copies of the documents are enough. Keep the originals until the investigation is over — the insurer may ask for them.
Questions
Frequently asked questions
Cancel the trip and all booked services with the seller as soon as possible, ask for a refund and try to keep the loss as low as you can — the insurer may reduce the payout for cancellation fees that went up because you cancelled late. Then notify the insurer of the claim without undue delay.
Step-by-step guide →Without undue delay, online or by email to skody@colonnade.cz, always with your policy number. Colonnade customer centre: +420 800 700 025. We’re also happy to help you with the claim.
Send the original cancelled tickets to the insurer at skody@colonnade.cz before the event starts. If they arrive after it has started, the insurer may reduce or refuse the payout.
The insurance policy number; your travel contract, voucher or proof of booking and payment; proof of the processed refund stating the cancellation fees; and proof of the reason for cancelling — a medical report, death certificate, police report, dismissal letter, court summons, confirmation from your school, quarantine confirmation and so on. Copies are enough; keep the originals until the investigation is over.
The insurer must complete its investigation within 3 months of the claim being reported (this can be extended by agreement) and pay out within 15 days of completing it. The more complete the documents you send, the smoother the process.
Cancellation insurance doesn’t cover that — if the carrier or provider changes or cancels the trip, they have to refund you. Package holidays are also protected by tour operators’ statutory insolvency insurance. Cancellation insurance is for situations where you can’t go.
A cancelled or significantly delayed flight is the airline’s responsibility under European rules (EU Regulation 261/2004) — through a refund, an alternative flight or compensation. Cancellation insurance covers situations where you can’t fly.
Not insured yet?
Tell us what you’re insuring and we’ll email you a quote quickly. The insurance only covers events that occur after it is taken out.