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Take the sting out of delayed or lost luggage with Smart Luggage
Get a Travel Insurance quoteLogin to Smart LuggageAward-winning Insurance policy that pays £500 for lost luggage – straight into your bank and right when you need it.
Buy as part of your Travel Insurance, or if you already have cover in place, just pay for the Smart Luggage benefit for added peace of mind.
We’ve all been there – the dreaded wait at the airport for your luggage to arrive, wondering why yours always seems to be the last case off the carousel.
Unfortunately, they don’t always arrive as expected – in fact, more than 26 million items were mishandled by the travel industry in 2022, and 80% of those were delayed.
That’s why we’ve launched “Smart Luggage”. With the increasing incidents of Travel Insurance lost baggage claims, Smart Luggage provides an essential safety net for lost or delayed bags and suitcases.
What is Smart Luggage?
Smart Luggage is Travel Insurance for luggage and personal belongings. Whether you’re travelling with a traditional suitcase, cabin bag or carry-on luggage, with Smart Luggage you could benefit from the following if your luggage is lost or delayed:
- Real-time payments straight into your bank or PayPal account of choice
- Receive £50 if your luggage is delayed and cannot be located at your destination airport*
- If your luggage is unable to be located within 48 hours from notifying Smart Luggage receive an additional £500*
- Parametric Insurance policy
- No lengthy claims form
- Included on all gold Travel Insurance policies and available to add on to bronze or silver policies.
- Buy separately from just £3.50
*Terms and Conditions apply. Flights must be registered in advance of travel. All claims must be made within 48 hours of acquiring knowledge of the delay or loss. Check your policy wording for more information.
How do I buy Smart Luggage?
- Included on all gold Travel Insurance policies from Just Travel Cover
- Available to add to any silver or bronze Travel Insurance policy
- If you have a Travel Insurance policy already, you can still purchase a Smart Luggage policy from just £3.50, simply click here
- Available on single and annual trip policies
How does Smart Luggage work?
- Take a look at David’s journey below
- See Smart Luggage in action with Tony and Nicole
Smart Luggage in action…
Tony, Chesterfield
“My engagement party was on the Saturday night (the day after I landed), and I had no clothes. Even my toothbrush was in my case!”
Nicole, Scotland
“I had just changed travel insurance providers and this was my first trip using this service – I cannot recommend it enough.”
Smart Luggage FAQs
What is Smart Luggage?
Smart Luggage is a ‘parametric’ insurance policy, which means that any claim’s processing time is drastically reduced by using automated technology to validate and pay claims. ‘Smart Luggage’ provides an automatic payout if your checked luggage is delayed or lost as a result of an airline or airport’s mishandling of it and it cannot be located at your destination airport within 48 hours.
How is Smart Luggage different to baggage cover on Travel Insurance?
You can only make a claim for lost luggage on your Travel Insurance, typically after 21days. This is due to majority of airlines not declaring an item of luggage lost until the 22nd day.
With Smart Luggage, an item is deemed lost if it cannot be located at your destination airport within 48 hours of notifying Smart Luggage. You will then receive an automatic payment directly into your nominated bank account, for those essential items.
If I already have Travel Insurance, am I entitled to all my benefits in addition to the service?
Yes. Smart Luggage is offered in addition to the coverage you already have in place.
Who administers my Smart Luggage policy?
From the 3rd July 2023 the administration of your Smart Luggage policy will move from CPP Secure Limited to Financial & Legal Insurance Company Limited, who is the insurer of your Smart Luggage policy.
Financial & Legal is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under firm reference number 202915. Further details, including Financial & Legal’s privacy policy can be found in your Smart Luggage policy wording.
What this means for you:
Your policy benefits and the process for making a claim remains the same.
If you need to make an amendment, or have a query about your Smart Luggage policy, you should contact the seller from whom you purchased your Smart Luggage policy.
From the 3rd July 2023 if you have a complaint about the policy content, or claims handling please contact Financial & Legal on 0161 393 9898 or at complaints@financialandlegal.co.uk
To view your policy wording for policies with policy number starting SL purchased after the 3rd July 2023 click here
To view your policy wording for policies with a policy number starting SL that were purchased before the 3rd July 2023 click here
To view your policy wording for policies with a policy number starting LUG purchased after the 3rd July 2023 click here
To view your policy wording for policies with a policy number starting LUG that were purchased before the 3rd July 2023 click here
Who do I contact if there is a problem?
If there’s a problem, please call the Smart Luggage team on 03330 030 021.
Account
How do I register?
Once you have bought Smart Luggage you will receive an email explaining how to register. If you do not get this email, you can visit smartluggage.io/register to create an account. You will need the policy number which you can find on your confirmation email (depending on how you have purchased you Smart Luggage policy this will start with SL or LUG)
You must register and add your flights in advance of your departure.
Can I use the same email address for a second account?
No, you cannot create another profile using the same email address.
Can I create a second account using the same contract number?
No, you cannot create another account using the same contract number.
What is the deadline to register my trip?
You must register your trip in advance of your departure.
What happens if I miss the deadline to register my trip?
Unfortunately, if you miss the registration deadline, you will not be able to benefit from the Smart Luggage service. You may be able to claim under your main travel insurance policy, please contact your travel insurance provider for more information.
Making a Claim
How do I make a claim?
If you find that your checked luggage has not arrived as expected at your destination airport, please follow these steps in order to make a claim:
- Inform the Customer Services desk or Luggage Services desk at that destination airport that your checked luggage has not arrived on the carousel.
- If they are unable to locate your checked luggage, request a Property Irregularity Report (PIR) from your airline’s representative, containing a tracking number/file reference.
You must then log in to the Smart Luggage portal, report your luggage as lost and follow these steps:
- Log into io/claims and click on REPORT
- Locate trip/flight
- Select your Smart Luggage Policy number
- Enter Surname
- Enter the tracking number/file reference from your Property Irregularity Report (PIR). This will consist of a sequence of 5 letters followed by 5 numbers.
- Click ‘Report lost luggage’
You can take one photograph of your Property Irregularity Report (PIR) and submit this. This could help approve your claim.
On receipt of this information, we will begin searching for your missing checked luggage.
If the luggage is not located, you will receive £50 into your bank account, and if Smart Luggage cannot locate it after 48 hours, you will receive a further £500. You will be notified of the progress of your claim via SMS and have the option to accept payments from within the Smart Luggage portal.
All claims must be submitted within 48 hours of acquiring knowledge of the delay or loss.
How long does the luggage need to be missing to be deemed lost?
We will try to find your luggage, and text you if we locate it, with details on how it will be returned to you. If we cannot locate it after 48 hours, we will deem it lost and you will receive £500 payment directly into the bank account you registered.
For the claim to be processed you must have registered for Smart Luggage, added your flight and followed the steps to claim within the Smart Luggage portal.
How much baggage can I claim?
This will depend on how you purchased your Smart Luggage policy.
If you have included this on your Travel Insurance policy the number of covered persons will depend on the group type selected:
- Individual Travel Insurance policy = 1 item of luggage per individual named on the policy
- Couple Travel Insurance policy = 2 items of luggage
- Group Travel Insurance policy = 1 item of luggage per individual named on the policy
- Family Travel Insurance Policy = 2 items of luggage
Additional cover can be purchased from just £3.50 to cover the remaining travellers/luggage here: smartluggage.io/quote/cover
If you have purchased a Smart Luggage policy without a Travel Insurance policy, you are covered for the number of individuals/luggage selected at purchase.
Each covered person can claim £50 if their checked luggage has not arrived on the carousel and cannot be located at the destination airport and a further £500 if their luggage cannot be located within 48 hours of notifying Smart Luggage. To login visit smartluggage.io/login
How will I know when my luggage is found?
Smart Luggage will send you an SMS text message containing an update and where possible will tell you when and how your checked luggage can or will be returned to you.
How will I receive my real time pay out?
If your checked luggage cannot be located and you have received a Property Irregularity Report (PIR) for your airline’s representative and you have submitted a claim in your online portal; Smart Luggage will send you a text message confirming that your checked luggage is lost and further details of how you can accept your payment.
Will I need to keep any receipts or file a claim form?
You will have the option to upload a photograph of your Property Irregularity Report (PIR) provide by your airline’s representative when submitting your claim. We recommend you retain this receipt for your records.
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