Claims procedure

Submitting a claim can be a dreaded process, but it is necessary. To make your claim submission as easy as possible, Mango requests that the following documents accompany any claim submitted by a Guest for the insurance company:

  • A completed claim form that has been signed by the insured person
  • Copies of the booking confirmation
  • The travel insurance certificate
  • And any other items that Guests consider necessary.

In addition to the above requested documents, Mango Guests need to make note of which type of loss has occurred. Please see the below sections to ascertain which claim applies to you and what additional documents need to be submitted along with the claim.

Should you wish to submit a claim please download the Mango Travel Insurance Claim Form.

Trip cancellation or interruption

When Guests need to cancel or postpone their trip due to health or personal reasons.

If a Guest cancels or postpones their trip due to health or personal reasons, the following documents should be submitted along with the claim:

  1. Relevant medical certificate
  2. Relevant death certificate in the case of death
  3. Original booking confirmation or travel document.

Baggage and personal effects loss

When things go missing unexpectedly.

In the event that a Guest’s baggage or personal effects are lost, the following documents should be submitted along with the claim:

  1. A Mango Guest/Property Irregularity Report from Guest Services
  2. A police report if the missing baggage/personal effects is a result of theft
  3. Receipts showing proof of payment (the insurance company requires this information).

Baggage delay

When a Guest's baggage is still in transit!

In the event that a Guest’s baggage is delayed, the following documents should be submitted along with the claim:

  1. A Mango Guest/Property Irregularity Report
  2. Receipts of any reasonable and essential purchase made by a Guest.

It is at the airline’s discretion as to whether a purchase is considered essential, and will be reimbursed.

Flight delay

When Guests have to spend more time than planned at the airport.

In the event of a Mango flight delay a Guest must submit a letter from Mango detailing the reason for the delay to substantiate their claim.

Please note that a flight delay must be four hours or more to constitute a claim.

Chartis provides competitively priced travel insurance plans, which are specially designed to protect Mango Guests against unforeseen circumstances.

CONTACT MANGO

South Africa

086 100 1234

International

JNB: +27 11 086 6100
CPT: +27 21 815 4100