Notice: these templates are indicative and reflect standard industry structures as of September 2026. ALWAYS adapt them to your specific case with exact details, and check IATI's current official channels before sending. This content does not constitute legal advice.
1. When to write a complaint letter
Not every incident requires a formal letter. Before making a complaint, consider:
- Have I exhausted the informal route? (24h centre, policy adviser, etc.)
- Do I have the incident documented in writing? (email, ticket, etc.)
- Has a reasonable period passed with no reply, or have they rejected the cover?
- Does the amount or matter justify the effort of the formal process?
If the answer to at least the first three is YES, the formal letter is the right next step.
2. Recommended letter structure
A complaint letter to IATI should include these blocks, in this order:
- Complainant's details: full name, ID/NIE number, address, telephone, email.
- Policy details: policy number, purchase date, product contracted, period covered.
- Case reference: file number if you have one, date of the incident, type.
- Chronology of the facts: clear, chronological description of what happened, with dates.
- Chronology of the communications: actions taken to date with IATI/the assistance centre.
- Grounds of the complaint: why you consider the incident should be covered, with reference to the applicable particular conditions.
- Specific request: what exactly you are asking for (amount, action, timeframe).
- Attached documentation: list of enclosures.
- Request for acknowledgement of receipt and written reply.
- Date, place and signature.
3. Templates by type of incident
Template 1: Complaint for unreimbursed medical assistance
Formal complaint - Unreimbursed medical assistance
For the attention of the Customer Service Department of IATI Seguros
[Current official address]
From: [Full name], with ID/NIE number [number], address at [full address], telephone [number], email [email].
Date: [DD/MM/YYYY]
Subject: formal complaint - reimbursement of medical assistance
Policy: [policy number] - File: [number if any]
I hereby state:
On [date] I took out with IATI Seguros the policy number [number], product [IATI Estrella/Mochilero/etc.] valid from [start date] to [end date], for a trip to [destination].
On [date of the incident], during my trip, I suffered [description of the medical event: illness, accident, etc.] that required medical assistance at [medical centre and city]. The assistance consisted of [brief description: consultation, hospitalisation, surgery, etc.].
I contacted IATI's 24h assistance centre on [date and time] via [telephone/email], and the incident was registered under file number [number]. I was told to [instructions received]. Following those instructions, [details of the action: paying up front, hospital attended, etc.].
I have incurred expenses for a total of [amount €] for [breakdown: consultation, medicines, admission, medical transport, etc.], evidenced by the original invoices enclosed.
I filed the reimbursement request on [date] with all the required documentation. [If applicable: To date I have received no reply / I have received a reply rejecting the reimbursement on the grounds of (reason). I disagree with that denial for the following reasons: (reasons)].
I therefore request:
- Full reimbursement of the medical expenses incurred, amounting to €[amount], by transfer to account [IBAN].
- Written confirmation of the resolution within the maximum legal deadline of two months from receipt of this complaint.
- In the event of an unfavourable resolution, detailed reasoning of the denial with express reference to the applicable contractual clauses.
Attached documentation:
- Copy of ID/NIE.
- Copy of the insurance certificate.
- Original medical reports.
- Original invoices of the expenses.
- Prior correspondence with IATI (emails, communications with the 24h centre).
- [Other applicable documents].
I await your reply within the stated period. Should I not obtain a satisfactory resolution, I reserve the right to refer the matter to the Policyholder Ombudsman and subsequently to DGSFP (the Directorate-General for Insurance and Pension Funds).
Yours faithfully,
[Signature]
[Full name]
[ID/NIE]
Template 2: Complaint for trip cancellation expenses
Formal complaint - Trip cancellation expenses
[Header and personal details as in template 1]
Date: [DD/MM/YYYY] · Subject: complaint - cancellation reimbursement · Policy: [number]
I hereby state:
I took out policy [number] on [date] including trip cancellation cover, for a trip to [destination] with scheduled departure on [departure date].
On [date] the following occurred: [covered cause: serious illness, death of a relative, covered work-related reason, etc.] which prevented the trip from taking place. The cause is evidenced by [medical certificate, death certificate, letter from employer, etc.] which is enclosed.
The non-refundable expenses of the trip amount to €[amount], broken down as follows:
- [Flights]: €[amount]
- [Non-refundable accommodation]: €[amount]
- [Prepaid excursions]: €[amount]
- [Other]: €[amount]
All amounts are evidenced by the invoices and booking receipts enclosed. I have approached the providers to request commercial refunds, obtaining €[amount recovered]. The €[amount] not recoverable is what should be claimed under the cancellation cover contracted.
I filed the request with IATI on [date]. [If applicable: I have received no reply / it has been rejected on the grounds of (reason), with which I disagree on the following grounds: (reasons)].
I therefore request:
- Reimbursement of the non-recoverable cancellation expenses amounting to €[amount].
- Reasoned written resolution within the legal deadline of two months.
[Attached documentation + closing as in template 1]
Template 3: Complaint for luggage (loss, theft, damage)
Formal complaint - Luggage
[Header and personal details as in template 1]
Date: [DD/MM/YYYY] · Subject: luggage complaint · Policy: [number]
I hereby state:
I took out policy [number] with luggage cover, for a trip to [destination] between [start date] and [end date].
On [date], during the trip, [loss / theft / damage to luggage] occurred in the circumstances set out below: [description].
I complied with the standard requirements for luggage cover:
- Police report filed on [date] at [police station], report number [reference] (copy enclosed).
- Where applicable: airline PIR (Property Irregularity Report) number [reference], filed on [date] (enclosed).
- Notice to IATI's 24h centre on [date], file [number].
- Claim to the airline/hotel/etc. filed on [date], with outcome [amount received / rejected].
The value of the lost/damaged items amounts to €[amount], detailed in the enclosed inventory with original invoices where available.
I therefore request:
- Indemnity for the affected items in the amount of €[amount], within the limit and sub-limits of the policy contracted.
- Where an excess or sub-limits are applied, a detailed breakdown of the calculation.
[Attached documentation + closing as in template 1]
Template 4: Complaint for flight delay
Formal complaint - Flight delay
[Header and personal details as in template 1]
Date: [DD/MM/YYYY] · Subject: delay complaint · Policy: [number]
I hereby state:
I took out policy [number] with transport delay cover, for a trip to [destination] on flight [airline + flight number] scheduled for [date and time].
On [date], the flight was delayed by [exact hours], with actual departure at [actual time]. The delay exceeded the [X] hours minimum required by the cover contracted.
During the delay I incurred justified expenses of €[amount]:
- Meals: €[amount]
- Accommodation (if >12h): €[amount]
- Communications: €[amount]
- Other reasonable expenses: €[amount]
I enclose boarding passes, official delay notice issued by the airline and invoices for the expenses incurred.
I therefore request:
- Indemnity for the justified delay expenses, amounting to €[amount].
- Reasoned resolution within the legal deadline.
[Attached documentation + closing as in template 1]
Template 5: Complaint against a denial of cover
Formal complaint - Denial of cover
[Header and personal details as in template 1]
Date: [DD/MM/YYYY] · Subject: challenge to denial · Policy: [number] · File: [number]
I hereby state:
On [date of the incident] I filed with IATI file [number] regarding [type of incident].
On [date] I received a communication from IATI (enclosed) denying cover, on the grounds of [reason given by IATI, quoted verbatim if possible].
I disagree with that denial on the following grounds:
- [Argument 1: why the reason given does not apply to your case].
- [Argument 2: contractual clause that does grant cover].
- [Argument 3: specific circumstances of the case that refute the exclusion].
I enclose additional documentation supporting my position: [details].
I therefore request:
- A review of the denial with consideration of the arguments and additional documentation provided.
- Cover of the incident in accordance with the contractual conditions, in the amount of €[amount].
- Reasoned written resolution within the legal deadline.
Should I not obtain a favourable reply, I will file a complaint with the Policyholder Ombudsman and, if necessary, with DGSFP (the Directorate-General for Insurance and Pension Funds).
[Attached documentation + closing as in template 1]
4. Documentation to always attach
Regardless of the type of complaint, always include:
- Copy of the policyholder's ID or NIE.
- Copy of the insurance certificate and policy number.
- Written chronology of the facts with exact dates.
- Prior correspondence with IATI or its 24h centre (emails, chat screenshots, etc.).
- Original invoices of all claimed expenses.
- Specific justification of the type of incident (see templates).
5. Where to send the letter
Usual official channels:
- Email to the Customer Service Department (SAC) of IATI Seguros. Address published on the official website or in your contract.
- Certified letter (burofax) with acknowledgement of receipt to the insurer's postal address. Especially useful if the amount is significant or there is a dispute: it provides reliable proof of sending and content.
- Specific web form for complaints if IATI has one available.
Avoid informal channels for formal complaints: social media, public web chat, sales rep WhatsApp, etc. They are useful for informal enquiries but do not create legal record.
6. Deadlines and escalation
- Company's SAC: maximum legal deadline of 2 months (60 calendar days) to reply.
- Policyholder Ombudsman (if the company has one): next step.
- DGSFP (Directorate-General for Insurance and Pension Funds): official complaint before the regulator. Can be filed after exhausting the SAC and the Ombudsman. Attach all prior documentation.
- Regional Consumer Authority: if applicable to the case.
- Judicial route: last resort. Small-claims proceedings if the amount is low, or a solicitor specialising in insurance for larger proceedings.
Complete process guide: IATI complaints: complete guide.
7. Practical tips
- Keep EVERYTHING from the moment of the incident: emails, tickets, screenshots.
- Be factual and chronological: fewer emotions, more dates and hard facts.
- Quote contractual clauses where they refute IATI's position.
- Expressly request a written and reasoned resolution.
- Do not threaten legal action in the first letter; mentioning the possibility of escalating to DGSFP is enough.
- Keep a stamped copy or the sent email with acknowledgement.
- If you send a certified letter, keep the operator's receipt and the acknowledgement of receipt.
Frequently asked questions
Is a written complaint mandatory?
Yes, for it to have formal legal effect. An email to the SAC is usually enough; a certified letter with acknowledgement provides reliable proof in important cases.
How long does IATI take to reply?
Maximum legal deadline 2 months (60 calendar days). If they do not reply or resolve poorly, the matter can be escalated.
What documentation should I attach?
ID + policy + chronology + invoices + prior correspondence. Specific documents according to the type of incident.
Where do I send the letter?
Email to the SAC + certified letter with acknowledgement if the case is important. Verify current channels on IATI's official website.
What do I do if they do not reply within 2 months?
Escalation: Policyholder Ombudsman → DGSFP → regional Consumer Authority → judicial route.
See also
- IATI complaints: complete process
- Documentation required to claim
- How to cancel an IATI policy
- Typical exclusions in travel insurance
Have you filed a complaint against IATI? Share how the process went and how long it took to be resolved. You help other users to know what to expect.
Notice: these templates are indicative, based on standard structures of the Spanish insurance sector as of September 2026. Always adapt to your specific case and check IATI's current official channels before sending. The legal deadlines mentioned here reflect the sector's usual regulation; always check current regulation. This content does NOT constitute professional legal advice. For complex cases, consult a solicitor specialising in insurance law.