Report a claim with HanseMerkur: your comprehensive guide to fast claims settlement
09.05.25
6
Minutes
Katrin Straub
Managing Director at nextsure
An insurance claim is always unpleasant, but a correct and prompt notification to your HanseMerkur insurance can considerably speed up the process. Find out here how to report your claim in the best possible way and which documents you need. With our tips, you can ensure your request is handled quickly.
The topic in brief and concise terms
Report claims to HanseMerkur immediately, ideally online, stating your insurance number and providing full documentation (photos, receipts).
Please note the contractually agreed deadlines (often seven days, 48 hours in the case of serious accidents) and your duty to mitigate loss.
For emergencies abroad, a 24/7 hotline (+49 40 5555‑7877) is available; when staying in the USA, do not make advance payments to hospitals.
Report a claim to HanseMerkur: The first steps for quick processing
Immediately after a loss occurs, you should take a few basic steps. Document the damage comprehensively with photos or videos from different perspectives; often three to five shots are sufficient. Make a note of the exact time and circumstances of the incident. For certain losses, such as theft or road traffic accidents involving personal injury, a police report is also essential. HanseMerkur offers various ways to report a claim, including online forms, email or post. Using the online forms is recommended for faster processing and can reduce the waiting time by up to thirty per cent. Also remember your duty to mitigate loss, meaning you should take measures to prevent the damage from becoming unnecessarily worse, for example, in the event of water damage, removing the water as quickly as possible. These first steps are crucial for a smooth claims settlement process.
Ways to contact HanseMerkur: report the claim online, by phone or by post
HanseMerkur provides you with several channels to report a claim. The quickest way is often to submit a claim online directly on the insurer's website. Here, you can digitally complete specific forms for various types of insurance such as international health, trip cancellation or baggage insurance and upload the necessary documents directly. For travel insurance, the email address is, for example: reiseleistung@hansemerkur.de. Please have your policy number ready, as it is required for every contact. For urgent emergencies, especially when travelling, there is a 24-hour emergency number: +49 40 5555‑7877. A general hotline for support with filing a claim can be reached on 040 4119‑230 0. Of course, you can also report your claim by post; the address for travel insurance is: HanseMerkur Reiseversicherung AG, Abt. RLK, P.O. Box, 20352 Hamburg. The choice of the right channel can influence processing time; online reports are often prioritised.
Required documents for your claim notification with HanseMerkur
To process your claim quickly, HanseMerkur requires complete and correct documentation. The exact requirements vary depending on the type of insurance. In general, the following documents are often required:
Copy of the booking confirmation (for travel insurance)
Copy of the proof of insurance or the insurance policy
Detailed description of how the loss occurred, including date and time
Photos or videos of the damage
Original receipts for costs incurred (e.g. repair invoices, medical expenses)
In the event of theft or vandalism: original police report
Bank details for the transfer of the insurance benefit (IBAN and BIC)
Where applicable, specific forms such as a waiver of confidentiality for personal injury claims
Make sure that all submitted documents are clearly legible and contain all required information to avoid queries and delays. Incomplete documentation can extend processing by several weeks. Careful compilation of all supporting evidence is therefore an important step.
Please note the deadlines: Within what time do you have to report a claim to HanseMerkur?
Compliance with reporting deadlines is a crucial factor in claims handling. In principle, you should report a claim without delay as soon as you become aware of it. In many insurance policies, a period of seven days after the loss occurs is stipulated for reporting. In accidents involving injuries or even fatalities, this period is often reduced to 48 hours. For reporting to the other party’s liability insurer, a deadline of up to two weeks usually applies. Please refer to your policy terms for the exact deadlines for your specific insurance with HanseMerkur. A late report can have far-reaching consequences, as explained in the next section. For HanseMerkur travel insurance, a deadline of up to three years after the loss occurs applies to submitting claims without an acute emergency. Nevertheless, it is always advisable to report promptly here as well, to speed up processing and avoid forgetting any important details. An informal letter to meet the deadline is often a first step.
Consequences of a late claim notification: What you need to know
A delayed claim notification can have significant disadvantages for the policyholder. The insurer may reduce the payout or, in the worst case, refuse it altogether. This is particularly the case if the late notification makes it harder to investigate how the loss occurred or if the damage has increased as a result (breach of the duty to mitigate loss). Court rulings show that missing a deadline by six months in a comprehensive insurance claim can already be regarded as an intentional breach of the duty to notify. If you are prevented from reporting within the deadline through no fault of your own, for example due to a stay in hospital, inform the insurer as soon as possible and provide appropriate supporting evidence. In such cases, insurers are often accommodating, but there is no guarantee. Transparent communication about the reasons for the delay is essential here. If in doubt, clarify at an early stage how you should report hail damage or notify other specific damage.
Your rights and obligations as a policyholder in the event of a claim
As the policyholder, in the event of a claim you have both rights and obligations, which are set out in the Insurance Contract Act (VVG) and your policy conditions. One of your most important obligations (duties of disclosure) is to report the claim promptly and truthfully. You are obliged to answer all of the insurer’s questions fully and to provide all information and evidence necessary to clarify the case. Another key obligation is the aforementioned duty to mitigate loss: you must take all reasonable steps to keep the damage as low as possible. Your rights include the entitlement to prompt and fair assessment and settlement of your claim by HanseMerkur. You have the right to information about the processing status. If the insurer refuses the benefit, it must provide a comprehensible explanation. In the event of discrepancies, you can contact the insurance ombudsman or seek legal advice. Knowing the insurer’s claim number is important for communication.
To make the claims notification process with HanseMerkur as smooth as possible, we have compiled a few expert tips for you. Our expert tip: Always make a copy of all submitted documents for your own records. This can be very helpful if questions or discrepancies arise later and often saves more than a day of clarification. Communicate clearly and matter-of-factly with the insurer, and include your policy number and, if available, the claim number in all correspondence. [4] In the case of more complex claims or if you are unsure, an early phone call to the HanseMerkur claims department may be useful; the hotline can be reached on 040 4119‑2300. Keep damaged items until the settlement has been completed, as the insurer may wish to inspect them. [4] This applies in particular when it comes to determining whether, for example, there is car glass damage or another comprehensive claim. Be precise and honest when describing how the damage occurred; false information can lead to loss of insurance cover. [4] Good preparation and documentation are the key to a swift resolution, often within fourteen days in straightforward cases.
Special case travel insurance: emergency number and special features for claims abroad
When a claim arises abroad, particularly in connection with HanseMerkur travel insurance, there are a few special points to note. For acute emergencies, such as a necessary hospital stay or medically necessary repatriation, the 24-hour emergency number +49 40 5555‑7877 is available to you. Please contact this emergency centre immediately before you incur high costs, as it often settles directly with local providers or arranges transport. For outpatient treatment abroad, you will usually pay upfront and then submit the original receipts for reimbursement. For medical treatment in the USA, there is a special US Claims Office that should be contacted to facilitate direct billing and avoid excessive claims; under no circumstances make advance payments for hospital stays in the USA. The HanseMerkur accident insurance or a dental supplementary insurance policy may also provide cover abroad depending on the tariff; please check your policy details. Claims for such cases are then submitted after your return via the usual channels, unless it is an emergency requiring immediate action. Processing time for claims abroad can sometimes take up to four weeks due to the necessary international clarification.
What should you do if an expert report is required?
In some claims, particularly in cases involving higher amounts or complex circumstances, HanseMerkur or you as the policyholder may consider it necessary to obtain an expert report. A report serves to objectively determine the cause of the loss, the amount of the loss and the repair method. [6,7-] In motor third-party liability claims, for example, a report is often customary from a claim amount of around seven hundred and fifty euros. [7-] If the insurer appoints an assessor, you generally have the right, in the event of discrepancies, to have your own counter-report prepared, the costs of which may also have to be borne by the insurer if the first report was incorrect. Always clarify in advance with HanseMerkur whether the costs of a report initiated by you will be covered. While a report may extend the claims settlement period, often by two to three weeks, it provides a sound basis for decision-making. This is particularly relevant when it comes to distinguishing pre-existing damage or correctly assessing a total loss. Medical reports can also play a role in an accident involving personal injury.
More useful links
The Insurance Ombudsman offers a platform for out-of-court dispute resolution in insurance matters.
The Laws on the Internet platform of the Federal Ministry of Justice and Consumer Protection provides the full text of the Insurance Contract Act (VVG) of 2008.
FAQ
How do I contact HanseMerkur in an emergency while travelling?
For urgent emergencies while travelling, HanseMerkur has set up a 24-hour emergency hotline: +49 40 5555‑7877.
Can I send photos and receipts to HanseMerkur by email?
Yes, you can also submit your claim notification and the relevant documents by email. For travel insurance, the address is, for example, reiseleistung@hansemerkur.de.
How long does it take to process a claim notification at HanseMerkur?
Processing time depends on the complexity of the case and the completeness of your documents. HanseMerkur points out that there may currently be delays due to the high volume of travel. Online submissions are often processed more quickly.
What is the duty to mitigate loss?
The duty to mitigate loss means that, as the policyholder, you are obliged, once a loss has occurred, to take all reasonable measures to keep the loss as small as possible and to prevent it from spreading further.
Do I have to call the police for every incident?
The police are not required for every incident. However, in the event of theft, burglary, vandalism or traffic accidents involving injury or where liability is unclear, you should always inform the police.
What should I do if HanseMerkur rejects my claim?
Check the reason for the rejection carefully. If you do not agree with it, you can lodge an objection, contact HanseMerkur’s complaints management or involve the insurance ombudsman.
