Practical checklist

Documentation to file a claim against IATI: complete checklist

The outcome of a claim largely depends on the quality of the file you present. This guide tells you which documents you always need, which ones are specific to the type of incident and which common mistakes weaken the claim.

1. Mandatory documents (always)

These four documents are the base of any claim, regardless of the type of incident:

  • Copy of the IATI policy including general and particular conditions.
  • Proof of payment of the premium (receipt, bank statement, invoice or card payment confirmation).
  • Identity document of the insured (ID, NIE or passport).
  • Written chronology of the incident: what happened, when, where and with whom you spoke each moment. With specific dates and times.

2. Recommended documents (reinforce any case)

  • All correspondence with IATI: emails, app chats, assistance WhatsApp, letters.
  • Case file number assigned by IATI when opening the incident report.
  • Name of the case manager handling your case (if communicated).
  • Recording of calls to the 24h assistance if any (conversations are legally recorded by the insurer; you can request a copy).
  • Flight ticket or travel confirmation.
  • Hotel or accommodation booking associated with the trip.

3. Specific documents by type of incident

Medical assistance abroad

  • Original medical reports (or stamped copy) from the treating centre.
  • Detailed invoices from the hospital, pharmacy and medical fees.
  • Prescriptions and diagnostic tests.
  • Medical discharge if applicable.
  • Translation to English or Spanish if the original language is infrequent.
  • Communication history with IATI's 24h assistance during the process.

Trip cancellation

  • Justification of the cause of cancellation (medical report, family bereavement, dismissal, etc.) which must be covered by the policy.
  • Original invoices and contracts for the cancelled trip (flight, hotel, tours).
  • Proof of refund or non-refund from each provider.
  • Official communication to the provider requesting the cancellation.

Lost, damaged or stolen luggage

  • PIR (Property Irregularity Report) from the airline at the airport — it is essential to file it before leaving the collection area.
  • Police report in case of theft (within the country's legal deadline).
  • Purchase invoices or receipts for the luggage and contents (or content valuation).
  • Photographs of the damage if applicable.
  • Invoices for purchase of first-need items during the luggage wait.

Flight delay or missed connection

  • Boarding passes for all affected segments.
  • Delay certificate issued by the airline.
  • Invoices for additional hotel nights, meals and emergency transport.
  • Proof of the reason for the delay (weather, strike, technical failure).

Repatriation

  • Medical report justifying the need for repatriation.
  • IATI's authorisation for repatriation (never act on your own without express authorisation — it may not be covered).
  • Invoices for special medical transport if applicable.
  • Migration documentation if the repatriated is not Spanish.

Civil liability

  • Written declaration of the event and the parties involved.
  • Complete data of the third-party injured and their written claim.
  • Police report or attestation if any.
  • Expert reports or damage valuations if applicable.

4. How to organise the file

  1. Create a dedicated folder (digital and physical) for the incident with the case file number in the name.
  2. Number the documents by type and date: 01-policy.pdf, 02-payment.pdf, 03-chronology.pdf, etc.
  3. Send an index to the manager with the list of documents provided. It facilitates review and avoids "lost documents".
  4. Keep copies in the cloud (Google Drive, Dropbox) besides on your local device. If you lose your phone or laptop, you don't lose the case.
  5. Use trackable channels to send: email with delivery confirmation or IATI's web form that generates receipt confirmation.

5. Common mistakes that weaken the claim

  • Sending only a few documents thinking "the rest will be requested later". Send everything from the start.
  • Not meeting the 7-day deadline to notify the incident (art. 16 LCS). Even without full documentation, communicate the event on time.
  • Signing any settlement without reading. A settlement closes the case and you waive further claims.
  • Accepting the first offer without a written counter-proposal.
  • Losing WhatsApp evidence. Export the chat as soon as you can.
  • Not requesting the case file number in the first call.
  • Claiming only by phone. Everything must be in writing.
  • Sending originals by post. Copies always, originals never.

Frequently asked questions

Which are the essential documents?

Policy + proof of payment + ID/passport + written chronology. Without these four, the claim is greatly weakened.

Can I claim without the original policy?

Yes, although it is more complicated. Request it from IATI's SAC or check your customer area and the original contracting confirmation email.

Do WhatsApp messages count as evidence?

Yes. Any digital communication has evidential value. Export chats to text or PDF with a timestamp and keep copies.

Must I translate foreign documents?

Documents in English and majority European languages are usually accepted without sworn translation. For less common languages, check with the case manager before ordering translations.

How long do I keep the documentation?

At least 5 years after case closure (to cover all prescription periods). Ideally, permanent on an external hard drive or cloud.

Need the complete guide on how to claim? We have another guide with the legal steps, official deadlines and the DGSFP, arbitration and judicial routes.

See IATI complaints guide   Share my experience

Notice: this guide is informational and does not replace personalised legal advice. For complex cases consult a specialised lawyer or Spanish consumer associations (OCU, FACUA, ADICAE).