Submitting a claim is quick and easy
Should you require assistance while abroad or guidance on how to proceed, please contact our 24/7 help line: +371 67331122.
24/7 assistance
Assistance abroad is provided through our assistance service.
In case of an accident, sudden illness or a flare-up of a chronic condition, call our 24/7 assistance line:
Smile Assistance
tel.+371 67331122;
e-mail: info@smile.lv.
The assistance service will provide the necessary help or advise you on what to do.
In case of an accident, sudden illness or a flare-up of a chronic condition, call our 24/7 assistance line:
Smile Assistance
tel.+371 67331122;
e-mail: info@smile.lv.
The assistance service will provide the necessary help or advise you on what to do.
What to do after an incident?
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Illness or accident
- Call our 24/7 assistance service and to receive help or a consultation in Latvian, Russian and English: Smile Assistance, tel. +371 67331122; e-mail: info@smile.lv
- If you have paid for medical services or medication with your own funds, please complete the claim form within 30 days of returning to Latvia and submit all required documents to receive reimbursement for your expenses.
!!! Request and keep all medical reports, receipts, invoices and prescriptions until you have submitted them and the indemnity is paid. -
Baggage
- If a bag or suitcase is damaged, obtain a baggage damage report from the carrier. Take photos of the damage. If the bag cannot be repaired, request a certificate from a repair shop confirming its condition; otherwise, keep the receipt for the repair.
- If baggage is delayed, obtain a baggage delay report from the carrier. If necessary, purchase essential items appropriate for the climate and the purpose of your trip. Keep purchase receipts.
- If baggage is lost, obtain a statement from the carrier confirming the loss and the amount of compensation paid.
- If your baggage is stolen, report it to the police and obtain a written confirmation of the theft. Keep all receipts for items purchased during your trip to replace the stolen belongings.
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Flight delay
- If your flight is delayed for more than 4 hours, obtain a statement from the carrier confirming the delay. Keep all receipts for any expenses you incur due to the delay.
- Flight delay cover is not valid in your country of residence.
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Trip cancellation
- If you cannot go on the planned trip due to your own or a relative’s health condition, do everything possible to recover the amount paid for the trip. Obtain a statement from the travel organiser or third party (hotel, airline) indicating the refunded amount, then submit a claim.
Required documents
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Required documents
- For medical assistance claims: a medical certificate stating the diagnosis, treatment, and examination results; prescriptions for medication; invoices from the medical institution; and payment documents (receipts);
- For baggage damage claims: a statement from the carrier confirming the damage and the amount of compensation paid; travel documents; baggage tags; a receipt for the repair of the bag or equipment; and the original purchase receipt for the damaged bag or suitcase;
- For baggage delay or loss claims: a statement from the carrier confirming the delay or loss; travel documents; baggage tags; receipts for the purchase of essential items; a list of items in the lost baggage and their actual value;
- In case of baggage theft: a statement from a competent authority (police) confirming the theft of baggage or sports equipment and a list of stolen items; receipts for goods purchased during the trip to replace the stolen items;
- For trip cancellation claims: invoices and receipts for the trip payment; a statement from the travel organiser or other third party indicating the amount of compensation refunded; a medical certificate stating the diagnosis and the date the illness began;
- Other documents upon the insurer's request.