Ticket insurance -- sometimes called "ticket protection" or "refund protect" -- is an add-on that many ticketing platforms offer at checkout. If you bought it and now need to make a claim, this guide walks you through the process, what to expect, and how to avoid having your claim rejected.
This article provides general guidance. Always read your specific policy documents for the exact terms and conditions of your cover.
What does ticket insurance typically cover?
Ticket insurance policies vary between providers, but they typically cover situations where you cannot attend an event due to:
- Illness or injury -- You or a member of your party is too ill to attend (a doctor's note is usually required).
- Travel disruption -- Severe weather, transport strikes, or vehicle breakdown that prevents you from getting to the venue.
- Bereavement -- The death of a close family member.
- Emergency work commitments -- Some policies cover being called into work unexpectedly (this varies).
- Jury service or military deployment -- Being required to attend court or deployed at short notice.
What is usually NOT covered
Common exclusions include:
- Simply changing your mind -- Ticket insurance is not a "no questions asked" refund option.
- Pre-existing medical conditions -- Unless specifically declared when the policy was taken out.
- Event cancellation -- This may seem counterintuitive, but ticket insurance usually does not cover the event being cancelled. That is the organiser's responsibility, and your refund should come from them.
- Being refused entry -- If you are turned away for being intoxicated or violating venue rules.
- Failure to arrive on time -- General lateness (as opposed to documented transport disruption) is rarely covered.
How to make a claim
- Find your policy details -- Check your order confirmation email. The ticket insurance provider is often different from the ticketing platform. Look for the insurer's name and your policy number.
- Read the policy document -- Before claiming, make sure your reason is actually covered. The policy wording is what matters, not what you assume it covers.
- Contact the insurer -- Most have an online claims form. Some require you to call. Do this as soon as possible -- many policies have a deadline for making claims (often within 60 days of the event).
- Gather your evidence -- What you need depends on your claim reason:
- Illness: a doctor's note or medical certificate
- Travel disruption: evidence from the transport provider (cancellation notice, disruption alert)
- Bereavement: a death certificate
- Work: a letter from your employer
- Submit the claim form -- Fill it in accurately and attach all supporting evidence. Keep copies of everything you submit.
- Wait for assessment -- The insurer will review your claim and may ask for additional information. Typical processing times are 14 to 28 days.
If your claim is rejected
If the insurer rejects your claim and you believe the decision is unfair:
- Ask for a written explanation -- They must explain which policy term or exclusion applies.
- Appeal the decision -- Most insurers have an internal appeals process.
- Contact the Financial Ombudsman -- If the insurer does not resolve your complaint satisfactorily, you can escalate to the Financial Ombudsman Service (financial-ombudsman.org.uk). This is free and the Ombudsman can order the insurer to pay.
Is ticket insurance worth it?
This depends on your circumstances. Consider it if:
- The tickets are expensive and you cannot afford to lose the money.
- The event is months away and your plans might change.
- You have health conditions that might prevent you from attending.
- You are travelling a long distance to the event.
For cheaper tickets, the cost of insurance may not be justified. And remember -- if the event is cancelled, your refund rights under the Consumer Rights Act 2015 apply regardless of whether you have insurance.
A note on platform transparency
Some platforms add ticket insurance to your basket automatically (as an opt-out rather than opt-in). This practice has been criticised by consumer groups. Always check your basket before paying. At Tickts, we believe in transparent pricing with no sneaky add-ons -- the price you see is the price you pay.
Summary
If you have ticket insurance and need to claim, act quickly, read your policy carefully, and gather strong evidence. Understand what is and is not covered before filing. If your claim is rejected unfairly, the Financial Ombudsman is there to help. And for future events, weigh up whether insurance is worth the extra cost based on your personal risk.
