Hospitalisation or recent surgery before departure: cancelling and building a refund file

Act quickly: first reflexes after a hospitalisation

When a hospital stay or surgical procedure occurs before a departure, timing plays a decisive role. Most travel cancellation insurance contracts set a deadline for reporting the claim, often counted from the moment you become aware of the event preventing the trip. It is therefore better to act as soon as your medical situation is stable and the decision to give up the trip is made, rather than waiting until the planned departure date.

Two steps should be carried out in parallel: notifying the providers concerned (airline, accommodation, agency or tour operator) to limit costs and learn about any options, and opening a claim with your insurer. Keeping a written record of each exchange (emails, file numbers, screenshots) makes the rest of the process easier.

• Note the date on which you became aware of the medical event preventing departure.
• Contact the airline and other providers promptly to report the cancellation.
• Check your contract for the reporting deadline and required procedures.
• Gather and date all documents as you go rather than at the last minute.

The medical cancellation certificate: what it confirms

For a cancellation on health grounds, a medical certificate drawn up and signed by a doctor registered with the medical association is generally requested. This document confirms, as of the date it is written, the existence of a medical situation incompatible with the planned trip. It is not a document you fill in yourself: it must be established by a doctor after an examination, here possible by phone or WhatsApp, with video as an option.

The cancellation certificate is distinct from a hospital discharge report or a surgical report. The latter describe the care received, whereas the cancellation certificate focuses on the incompatibility between your condition and departure on the planned dates. Both types of document can be complementary within a file.

To respect medical confidentiality, the certificate usually mentions factual elements without detailing the diagnosis beyond what is necessary. The elements commonly included are as follows:

• The identity of the person concerned and the date the certificate is issued.
• The finding of a medical situation making travel inadvisable or impossible on the planned dates.
• The period affected by the incompatibility, where it can be specified.
• The identification and signature of the doctor registered with the medical association.

Building a solid refund file

A complete and consistent file saves time when the insurer reviews it. Beyond the medical cancellation certificate, several documents are generally useful to link the request to the trip and to quantify the loss. Conditions vary depending on the company and your contract: the exact list of documents and how to send them are set out in your insurance policy.

The aim is to connect three elements: the reality of the booked trip, the reality of the medical impediment, and the amount of money left at your expense after cancelling with the providers.

• Proof of the trip: bookings, invoices, confirmations, fare conditions.
• Evidence of the cancellation and of any refunds already obtained from providers.
• The medical cancellation certificate, and where relevant the hospital or surgical report.
• The insurer's claim declaration form, duly completed.
• Your bank details and any additional document requested by the insurer.

Timing reflexes and mistakes to avoid

Managing the calendar is often what separates a smoothly handled file from a delayed one. Cancelling late can increase the fees retained by providers and, in some cases, complicate the handling of your request. Conversely, reporting too early without consistent documents can lead to back-and-forth with the insurer.

A few practical markers help you stay on track, without replacing the clauses of your contract, which remain the reference.

• Trigger the cancellation with providers as soon as the decision is made, to limit costs.
• Open the claim within the deadline provided by your contract.
• Have the medical certificate drawn up in connection with the period of the trip, without waiting until the dates have passed.
• Keep all exchanges and retain copies of every document submitted.
• Read the exclusions and conditions of your policy carefully before sending the file.