How to make a Travel Delay Cover claim

If your journey is affected by a situation covered by Travel Delay Cover, keep proof of what happened and any eligible costs you paid. You can then submit your claim through the ZEN.COM app.

Travel Delay Cover is provided by Chubb, a global insurance company, and is available with selected ZEN.COM subscription plans for residents of Poland, Czechia, Hungary, Romania, and Lithuania.

What to prepare before making a claim

The documents you need depend on what happened.

In general, keep:

• your travel booking and itinerary
• proof of the delay or disruption
• receipts for costs you want to claim
• documents showing whether another provider has reimbursed any of the costs

You may need additional documents depending on the type of claim.

For a Trip Delay claim

Trip Delay may apply when your eligible flight is delayed for at least 8 hours.

Ask the public transport company for written confirmation showing:

• how long the delay lasted
• the reason for the delay

Keep receipts for eligible:

• meals and refreshments
• accommodation
• transfers

For a Baggage Delay claim

Baggage Delay may apply when your checked baggage is delayed on your outward journey for at least 12 hours.

Report the delayed baggage to the airline or carrier in writing within 24 hours of discovering the delay.

Keep:

• the original written baggage report from the airline or carrier
• written confirmation showing how long your baggage was delayed
• receipts for essential items you needed to buy while waiting for your baggage

Essential items may include clothing, toiletries, medicines, and mobility aids.

For a Missed Connection claim

Keep written confirmation showing that your covered flight arrived late and caused you to miss your confirmed onward connection.

Also keep receipts and booking documents for eligible:

• onward travel
• meals and refreshments
• accommodation

Connections booked on separate tickets are not covered.

For a Missed Departure claim

Missed Departure may apply when a qualifying delay lasts at least 24 hours, and you abandon your trip abroad.

Keep written confirmation showing:

• how long the delay lasted
• the reason for the delay
• which unused travel or accommodation costs you could not recover elsewhere

You may also need proof showing that the unused costs cannot be recovered from your airline, hotel, tour operator, or another provider.

How to submit your Travel Delay Cover claim

1. Log in to the ZEN.COM app and select "Zenefits" from the bottom menu.
2. Tap "Travel Delay Cover" and select what happened during your trip.
3. Open the Chubb Zenefits portal.
4. Enter the details of what happened and upload the requested documents.
5. Submit your claim for review.

If Chubb approves your claim, eligible costs are reimbursed directly to your ZEN account, up to the applicable cover limit.