How to Make a Claim

What to do when you had an insured event, what are the steps of the claim settlement and where you can track its progress

medical expenses incl. COVID-19 treatment


million satisfied travelling clients each year

English speaking nonstop assistance services

calls from abroad to the assistance line are fully reimbursed

What to do in case of claim?

1. Call or chat for assistance

Contact assistance in any emergency, for example if you need medical treatment during hospitalization, in an accident, before returning home or in connection with your liability for damage. If the procedure is not pre-approved by the Assistance Service, we may not recognize your claims later.

Call +420 221 860 606, chat on-line with or use the mobile app. Moje Evropská

When to contact the assistance service?

What will the assistance help you with?

What will the assistance ask you?

2. Keep all documents related to the claim

Keep the originals of all documents for a minimum of 6 months in order to investigate more complicated claims or internal control.

3. Report the claim

Once you are ready to report a claim, you can do it easily via our online claiming portal. To ensure your claim is processed quickly please, complete all form fields, attach scan/photo of original documents, and describe as much as possible any reportable circumstance of the claim.

To report damage, you will need your insurance policy, scanned documents related to the damage (medical report, receipts, medical bills and purchase of medicines, etc.) and your account number. Documents do not need to be translated.

If you have any questions, please do not hesitate to contact us by e-mail at or by calling 221 860 142, 221 860 143 or 221 860 144.

How is the claim settlement process?

1. Confirmation of damage reporting and identification number assignment

After the claim report, we will send you an e-mail confirmation of the claim. If we need to add anything during the investigation, we will contact you.

How can I add information or documents?
You can send us additional information by email to or upload it via the My European client zone.

2. Claim investigation

In case we have all the necessary documents, we will settle your claim mostly within 7 working days. Unfortunately, in the period after summer season (July - October) it takes longer to settle the claim. Thank you for your understanding.

3. Payment of insurance indemnity

We will pay you the indemnification within 15 days of the completion of the investigation of the insured event by transfer to the bank account you indicated when reporting the claim. For conversion to the domestic currency, we use the exchange rate announced by the CNB as of the date of the insured event's occurrence.

Where can I monitor the progress of the claim settlement?

You can monitor the current status of the claim investigation online by logging into Moje Evropská client zone.

What to do in case of tour operator bankrupcy?

If the tour operator with which you had purchased the tour went bankrupt (insolvent) and was insured by ERV Evropská pojišťovna for this case, please follow the instruction on webpage Tour operator bankruptcy (CS).