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Halifax Travel Insurance

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Hope someone can help, I feel i've reached a dead end. (sorry it's a long post)


I returned from my holiday in Tenerife on 11th June this year (with Thomas Cook), and one of my bags was missing. We reported to the luggage desk, who informed us they didn't have the correct forms but gave us an information sheet and a reference number.


When by bag was returned on 18th June, we found that items had been stolen from our bag, we contacted the airline and police the same day and reported it.


On the Monday i contact Halifax travel insurance and informed them, they sent a claim form which was completed and returned.


I then received a letter from them asking for "conformation from the airline that your items have not been retrived" i phone the airline who informed me that they never gave reports confirming items hadn't been found.


I wrote to the Halifax, who then sent a 2nd letter asking for the same thing, i again phoned the airline, who again stated that they do not confirm they have NOT found missing items, this time i phoned Halifax and explained it to them, telling them that Thomas Cook has stated they were happy to discuss the matter with them on the phone.


I made it clear in my letter and on the phone that i had asked the airline, for exactley what i had been asked to obtain, i.e. confirmation that my items hadn't been retrived.


I was told Halifax would get back to me, however they didn't and it was only when i phone them 2 weeks that they finally said i need to get a PIR, i explained that asking for a report stating something had been lost was not the same as asking for one stating something had not been found, however they believe it is.


My problem is the airline gave me a reference number but no PIR, and i dont know what to do now. I can't see the need for a PIR as it will only say that i reported my bag delayed and the fact i have a reference number proves i reported it delayed.


What can i do?

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Just go back to the Airline and advise them of the problem. Can they arrange to now give you a PIR?

We could do with some help from you.



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I have already been back to the airline, and stated the referance number they gave me, i know the referance number is relavant because i quote it to them every time i phone and they have all my details relating to my lost bag, however they won't give me a PIR, they say i can only get one at the airport on the day my bag was lost/delayed.

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