Let us know if you have any questions regading your claims.
Frequently asked questions
No, you don't need to register to submit a claim or get your Explanation of Benefits here.
You can claim directly via "Report a claim" on the top navigation and CBP Connect will send you an email once your claim has been processed. You will then receive a one-time password on request to access your Explanation of Benefits.
You will need to submit a claim for each issue separately.
This means that if you need to claim for Medical Expenses and Baggage Loss, two separate claims will have to be submitted. However, your policy ID will help the claims team to connect both claims together and will process them simultaneously so you don't have to wait twice to get reimbursed.
Your Policy ID and Member Number can both be found on either your ID card or in the body of your fulfilment email.
You will need your policy ID or Member Number to submit claims and viewing Explanation of Benefits.
Once you are in the "Report a Claim" process, CBP Connect will ask you some questions to understand what type of claim you are looking for and to make the process as easy as possible. For instance, one of the questions asked could be "Did you take any part of your covered trip?". If you are answering with "No", this would indicate that you would require a trip cancellation or trip itinerary change form. On the next page, you can then choose of those two options which will be followed by another question to help you limit the options.
You will still have the option to choose from all the claims forms later in the process. The question wizard is just there to make it easier for you to choose.
In case, you have missed some documents or were just waiting on another document for a claim, you can always follow up on your claim by sending the additional information to [email protected]. The team will add the documents to your current claims.