Travel Insurance Claims Process for Nepal Trekking: Complete Filing Guide

You bought the right insurance, survived a medical emergency in the Himalayas, and made it home safely. Now comes the part nobody warns you about: actually getting your insurer to pay the claim. The insurance claims process after a Nepal trekking emergency can be stressful, confusing, and bureaucratically exhausting -- especially when you are still recovering from altitude sickness, an injury, or the emotional aftermath of a helicopter evacuation.

Every year, hundreds of trekkers file insurance claims after emergencies in Nepal, and a surprising number face delays, partial denials, or outright rejections. The difference between a smooth, fully-paid claim and a denied one almost always comes down to documentation collected during the trek and a proper filing process afterward.

This guide walks you through the entire claims process from start to finish: what documentation to collect while you are still in Nepal, how to file your claim step by step, common reasons claims get denied and how to avoid them, specific guidance for helicopter rescue claims, and realistic timelines for resolution.

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Why Documentation Is Everything

The single biggest factor determining whether your claim gets paid is the quality and completeness of your documentation. Insurance companies are not charities -- they require evidence that the emergency was genuine, that the treatment was medically necessary, and that the expenses fall within your policy coverage.

The Documentation Mindset

From the moment something goes wrong on your trek, you need to shift into documentation mode. This does not mean ignoring your health to take photos -- your wellbeing always comes first. But as soon as you are stable enough, start collecting and preserving evidence.

Think of it this way: you are building a case file that tells a clear, verifiable story. That story needs to answer five questions:

1. What happened? (The incident or onset of illness)
2. When did it happen? (Dates, times, location)
3. What medical treatment was provided? (Diagnoses, treatments, medications)
4. What did it cost? (Itemized receipts for every expense)
5. Was it covered under your policy? (Matching your claim to your policy terms)

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The Master Documentation Checklist

Keep this checklist handy throughout your trek. If an emergency occurs, work through it systematically as conditions allow.

Essential Documents (Required for All Claims)

| Document | Where to Get It | Priority | |----------|----------------|----------| | Insurance policy copy and number | Your insurer (bring printed copy) | Before trek | | Original medical report from treating doctor | Hospital or clinic in Nepal | Critical | | Diagnosis documentation (in English) | Treating physician | Critical | | Itemized medical bills and receipts | Hospital billing department | Critical | | Pharmacy receipts for medications | Pharmacy or hospital | High | | Proof of payment (credit card statements, bank records) | Your bank/credit card | High | | Passport copy | Your own records | High | | Flight booking confirmations | Airline/booking platform | Medium | | Trek permit and TIMS card copies | TAAN office or guide | Medium |

Helicopter Rescue-Specific Documents

| Document | Where to Get It | Priority | |----------|----------------|----------| | Helicopter invoice/receipt | Rescue company or trekking agency | Critical | | Flight manifest or dispatch record | Helicopter company | Critical | | Medical necessity letter from doctor | Treating physician | Critical | | GPS coordinates of pickup location | Your GPS device or guide's records | High | | Trekking agency rescue confirmation letter | Your trekking agency | High | | Photos of helicopter, landing site, patient | Your camera or companions | Medium | | Names and contacts of witnesses | Fellow trekkers, guides | Medium |

Trip Cancellation/Interruption Documents

| Document | Where to Get It | Priority | |----------|----------------|----------| | Proof of original booking and payment | Booking confirmations | Critical | | Cancellation confirmation from provider | Airline, hotel, agency | Critical | | Medical certificate stating inability to travel | Doctor | Critical | | Receipts for additional accommodation/flights | Hotels, airlines | High | | Communication records with providers | Email/message records | Medium |

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Step-by-Step Claims Process

Step 1: Notify Your Insurer Immediately

Most travel insurance policies require you to notify the insurer within 24-48 hours of an emergency. This is not filing the full claim -- it is an initial notification that an incident has occurred.

How to notify:

• Call the 24/7 emergency assistance number on your policy card
• If you cannot call (no phone service at altitude), have your trekking guide or agency call on your behalf
• Some insurers accept email notification as a backup
• Record the date and time of notification, the name of the person you spoke with, and any reference number provided

What to tell them:

• Your policy number
• Your name and date of birth
• Brief description of the emergency
• Your current location
• The treatment you are receiving or need
• Whether helicopter evacuation is being considered

Step 2: Collect Documentation While in Nepal

This is the most important step and the one most trekkers handle poorly. While you are still in Nepal and have access to the treating facilities, collect every document you can.

At the hospital or clinic:

• Request a detailed medical report in English (most Kathmandu hospitals provide these)
• Get the doctor's written diagnosis and treatment summary
• Obtain itemized bills for all services (not just a total)
• Get receipts for all medications prescribed
• Ask for the doctor's name, registration number, and contact information
• If you were admitted, get admission and discharge summaries

At the trekking agency:

• Get a written account of the emergency from your guide
• Obtain the helicopter company name, flight details, and invoice
• Get a letter from the agency confirming the circumstances of the evacuation
• Collect contact information for your guide and any other witnesses

On your own:

• Write a detailed personal account of what happened, including dates, times, locations, symptoms, and decisions made (do this while your memory is fresh)
• Save all text messages, WhatsApp conversations, and emails related to the emergency
• Keep every receipt -- transport to hospital, medications, phone calls, extra accommodation, everything

Step 3: Organize Your Documentation

Before filing, organize everything into clear categories:

1. Policy information: Policy number, coverage summary, emergency contact details
2. Incident documentation: Your written account, guide's account, witness statements
3. Medical documentation: Medical reports, diagnoses, treatment records, discharge summaries
4. Financial documentation: All receipts, invoices, proof of payment, credit card statements
5. Communication records: Emergency notification confirmations, correspondence with insurer
6. Supporting evidence: Photos, GPS data, flight records

Step 4: Complete the Claim Form

Every insurer has its own claim form. Most are available for download from the insurer's website. Key tips:

• Be thorough and honest. Do not exaggerate, but do not minimize either
• Be specific about dates, times, and locations. "I felt sick at Dingboche on March 15 at approximately 2:00 PM" is much better than "I got sick during the trek"
• Match your account to your documentation. If your claim form says you were evacuated on March 16 but the helicopter invoice says March 17, the insurer will flag the discrepancy
• Reference attached documentation. "See attached medical report from CIWEC Hospital dated March 17, 2026"
• Keep a complete copy of everything you submit

Step 5: Submit Your Claim

Submission methods:

• Online portal (fastest, with tracking)
• Email with scanned documents
• Physical mail (slowest, use tracked/registered post)

Include with your submission:

• Completed claim form
• All supporting documentation (organized and labeled)
• A cover letter summarizing the claim and listing all enclosed documents

Step 6: Follow Up Actively

Do not submit your claim and assume everything will proceed smoothly. Active follow-up prevents claims from stalling.

• Week 1-2: Confirm receipt of your claim (call or check online portal)
• Week 3-4: Check status; ask if any additional documentation is needed
• Month 2-3: If no decision, request a status update in writing
• Month 3+: If still unresolved, escalate to a supervisor or ombudsman

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Common Claim Scenarios and Coverage

Understanding what is typically covered (and what is not) helps you set realistic expectations and prepare appropriate documentation.

| Scenario | Typically Covered? | Key Documentation Needed | Average Claim Value | |----------|-------------------|--------------------------|---------------------| | Helicopter evacuation for altitude sickness | Yes, with proper policy | Medical report, helicopter invoice, pre-auth records | $4,000-$10,000 | | Hospital treatment in Kathmandu | Yes | Itemized bills, medical reports | $1,000-$5,000 | | Medical repatriation to home country | Yes, with proper policy | Doctor's recommendation, flight costs | $10,000-$50,000 | | Trip cancellation due to illness on trek | Yes | Medical certificate, booking confirmations, cancellation proof | $1,000-$5,000 | | Lost or damaged trekking gear | Often, with limits | Police report (if theft), purchase receipts, photos | $200-$2,000 | | Extra accommodation due to medical emergency | Usually yes | Hotel receipts, medical documentation linking to the emergency | $100-$1,000 | | Flight cancellation due to weather (Lukla) | Depends on policy | Airline cancellation notice, rebooking costs | $200-$800 | | Medication purchased during emergency | Yes | Pharmacy receipts, prescription or doctor's note | $50-$500 | | Ambulance transport within Nepal | Yes | Ambulance receipt, medical report | $100-$500 | | Dental emergency | Usually limited | Dental report, receipts | $100-$1,000 |

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Helicopter Rescue Claims: Special Considerations

Helicopter rescue claims are the highest-value and most-scrutinized claims in Nepal trekking insurance. Because helicopter rescue fraud has been a documented problem in Nepal, insurers apply extra scrutiny to these claims.

What Insurers Look For in Helicopter Claims

1. Medical necessity: Was helicopter evacuation genuinely required, or could the trekker have descended on foot?
2. Pre-authorization: Did the trekker or their representative attempt to contact the insurer before dispatching the helicopter?
3. Consistent documentation: Does the medical report match the rescue circumstances?
4. Reasonable costs: Is the invoice amount consistent with standard rescue costs for that location?
5. Legitimate provider: Is the helicopter company a recognized, registered operator?

How to Strengthen Your Helicopter Claim

• Get a detailed medical necessity letter from the treating doctor at the hospital in Kathmandu (not just from the trekking guide)
• Document why foot descent was not possible -- specific medical reasons, terrain conditions, weather, time of day
• Record the timeline -- when symptoms started, when the decision to evacuate was made, when the helicopter was called, arrival time
• Collect witness statements from your guide, porter, and fellow trekkers confirming the severity of the situation
• Photograph everything: the helicopter registration number, the landing site, the patient during transport (if appropriate), the hospital upon arrival

For detailed information about the helicopter rescue process itself, see our comprehensive guide on helicopter rescue in Nepal.

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Common Reasons Claims Are Denied (and How to Avoid Them)

Understanding why claims get denied is the best way to prevent it from happening to you. Here are the most common denial reasons, ranked by frequency.

1. Insufficient or Missing Documentation

The problem: The most common reason by far. Trekkers leave Nepal without collecting proper medical reports, lose receipts, or fail to get documentation in English.

How to avoid it:

• Follow the master documentation checklist above
• Collect everything while still in Nepal
• Photograph all documents immediately
• Get English-language reports from your doctor

2. Activity Not Covered Under Policy

The problem: The trekker's policy does not cover trekking above a certain altitude, or excludes "adventure activities," or does not cover the specific region where the emergency occurred.

How to avoid it:

• Read your policy thoroughly before purchasing
• Ensure coverage extends to your maximum planned altitude (plus a buffer)
• Verify that "trekking" is explicitly listed as a covered activity
• Check that Nepal is a covered destination
• See our guide on choosing the right travel insurance for Nepal trekking

3. Failure to Notify Insurer Within Required Timeframe

The problem: Most policies require notification within 24-48 hours of an emergency and formal claim filing within 30-90 days. Missing these deadlines can result in automatic denial.

How to avoid it:

• Call your insurer's emergency number as soon as possible after the incident
• If you cannot call from the mountain, have your agency call, or call immediately upon reaching Kathmandu
• Note the deadline for formal claim filing and set calendar reminders
• If you miss a deadline due to the emergency itself (hospitalization, evacuation), explain this in writing

4. Pre-Existing Condition Exclusion

The problem: The insurer determines that the emergency was related to a pre-existing medical condition that was not disclosed or is excluded from coverage.

How to avoid it:

• Disclose all pre-existing conditions when purchasing insurance
• Purchase a policy that offers pre-existing condition coverage (available from several providers at additional cost)
• Get a pre-trek medical clearance letter from your doctor stating you are fit to trek
• If you take regular medications, ensure these are listed in your policy application

5. Alcohol or Drug Involvement

The problem: If the insurer has evidence that alcohol or drug use contributed to the emergency, the claim may be denied. This includes altitude sickness that occurred after drinking alcohol at altitude.

How to avoid it:

• Avoid alcohol entirely at altitudes above 3,000 meters (it worsens altitude sickness and dehydration)
• If alcohol was consumed, ensure your medical documentation does not link it to your condition

6. No Pre-Authorization for Helicopter Evacuation

The problem: The trekker was evacuated by helicopter without contacting the insurer first, and the policy requires pre-authorization.

How to avoid it:

• Always attempt to contact your insurer before dispatching a helicopter
• If pre-authorization was impossible (genuine emergency, no communication), document why: no phone signal, patient's condition was deteriorating rapidly, etc.
• Have your guide provide a written statement confirming that communication was not possible

7. Claim Exceeds Policy Limits

The problem: The total cost of treatment and evacuation exceeds your policy's coverage limits.

How to avoid it:

• Purchase adequate coverage: minimum $100,000 medical, minimum $50,000 helicopter evacuation
• Understand your policy's sub-limits (maximum per incident, per category, overall trip maximum)

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Timeline for Filing and Resolution

Understanding realistic timelines helps manage expectations and identify when something has gone wrong.

Filing Deadlines

| Policy Type | Typical Notification Deadline | Formal Claim Filing Deadline | |-------------|------------------------------|------------------------------| | World Nomads | Within 24 hours of emergency | Within 30 days of return home | | SafetyWing | As soon as possible | Within 90 days of incident | | IMG Global | Within 48 hours | Within 60 days of incident | | Allianz Travel | Within 72 hours | Within 90 days of incident | | Global Rescue | Within 24 hours | Within 30 days of incident |

Note: Always verify current deadlines with your specific policy, as terms change periodically.

Typical Processing Timeline

| Stage | Timeframe | What Happens | |-------|-----------|--------------| | Claim receipt acknowledgment | 3-7 business days | Insurer confirms they received your claim | | Initial review | 1-3 weeks | Assessor reviews documentation for completeness | | Additional info request (if needed) | Week 2-4 | Insurer asks for missing documents | | Investigation (if flagged) | 2-8 weeks | Insurer may verify details with hospitals, agencies | | Decision | Week 4-12 | Approve, partially approve, or deny | | Payment (if approved) | 1-3 weeks after approval | Funds transferred to your account | | Total typical duration | 30-90 days | From filing to payment |

When to Escalate

• 60 days with no decision: Send a formal written request for status update
• 90 days with no decision: File a complaint with the insurer's complaints department
• 120 days with no decision: Contact your country's insurance ombudsman or regulatory body
• Claim denied: Request the denial in writing with specific reasons, then follow the appeal process

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The Appeals Process: What to Do If Your Claim Is Denied

A claim denial is not the end of the road. Many initially denied claims are overturned on appeal, especially when the trekker provides additional documentation or corrects misunderstandings.

Step 1: Understand the Denial

Request the denial reason in writing. Insurers are typically required to provide specific reasons for denying a claim. Common denial letters reference specific policy clauses.

Step 2: Review Your Policy

Read the referenced policy clauses carefully. Sometimes the insurer's interpretation is wrong, or the denial is based on incomplete information.

Step 3: Prepare Your Appeal

• Address each denial reason specifically with evidence
• Provide any additional documentation that was not in the original claim
• Include a medical professional's opinion if the denial relates to medical necessity
• Reference the specific policy clauses that support your claim

Step 4: Submit Formal Appeal

Send your appeal in writing (email and post) to the insurer's appeals department. Include all supporting documentation and request acknowledgment of receipt.

Step 5: External Escalation

If the internal appeal fails:

• Contact your country's insurance ombudsman
• File a complaint with the insurance regulatory authority
• Consider consulting a travel insurance claims specialist or lawyer
• Share your experience on travel forums (some insurers respond to public pressure)

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Documentation Best Practices During Your Trek

The best time to prepare for a potential insurance claim is before you need to file one. These practices should be routine for every Nepal trek.

Before the Trek

• Photograph your insurance policy, card, and emergency numbers. Store in your phone and email to yourself
• Create a "claims folder" on your phone or cloud storage
• Get a pre-trek medical checkup and keep the doctor's clearance letter
• Photograph your gear (especially expensive items) with date stamps for potential lost/damaged gear claims
• Save all booking confirmations (flights, accommodation, trekking agency)

During the Trek

• Keep a daily log or journal noting your health, altitude, location, and any symptoms
• Save all receipts (tea houses, meals, medication, guides, porters)
• If symptoms develop, note the onset time, severity, altitude, and any treatment taken
• If you visit an HRA clinic or local health post, get a written record of the consultation

During an Emergency

• Have someone document while you focus on treatment (guide, trekking partner)
• Record names and contact information of everyone involved in your care
• Save all communications (texts, calls, emails with agency, insurer, hospital)
• Photograph medical equipment, facilities, and treatment (when appropriate)

Before Leaving Nepal

• Visit the hospital records department and get certified copies of all medical documents
• Ensure all documents are in English (or request certified translations)
• Get itemized bills (not just a total amount)
• Collect your guide's written account of the emergency
• Get a letter from your trekking agency confirming the circumstances

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Special Situations

Filing a Claim from Outside Nepal

If you were evacuated to another country (Bangkok or Singapore are common destinations for serious cases), you will need documentation from both the Nepal facility and the receiving hospital. Coordinate with both billing departments and ensure consistent diagnoses across facilities.

Claims for Trip Cancellation Before Trek Starts

If you cancel your trek before it begins (illness before departure, family emergency, airline strikes), you file a trip cancellation claim rather than a medical claim. Key documents include:

• Proof of original bookings and payments
• Doctor's letter or other evidence of the cancellation reason
• Cancellation confirmations from all providers
• Proof of non-refundable expenses
• Correspondence showing you attempted to recover costs from providers before claiming

Claims Involving Multiple Trekkers

If several people in your group are affected by the same incident (such as a group helicopter evacuation), each person files their own claim with their own insurer. However, sharing documentation (photos, witness statements, guide accounts) strengthens all claims.

Claims After the Filing Deadline

If you miss the filing deadline (perhaps due to extended hospitalization or slow document collection from Nepal), contact your insurer immediately, explain the circumstances, and file anyway. Many insurers have discretion to accept late claims when the delay is justified. A late claim with full documentation is better than no claim at all.

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What the Emergency Protocol Guide Covers

For information about what to do during an actual trekking emergency -- how to assess symptoms, when to call for help, emergency communication methods, and evacuation procedures -- see our detailed Nepal trekking emergency protocols guide. The present guide focuses specifically on the insurance claim process after the emergency has been resolved.

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Recommended Record-Keeping Tools

| Tool | Purpose | Cost | |------|---------|------| | Google Drive / iCloud | Cloud backup for photos of documents | Free | | CamScanner / Adobe Scan | High-quality document scanning from phone | Free / Premium | | Spreadsheet (Google Sheets) | Track all expenses in real-time | Free | | Notes app | Daily health and trek journal | Free | | Email to self | Instant backup of all photos and documents | Free |

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Frequently Asked Questions

How long do I have to file a travel insurance claim after returning from Nepal?

Most policies require formal claim filing within 30-90 days of the incident or your return home, whichever is later. World Nomads typically requires filing within 30 days of return, while policies like SafetyWing allow up to 90 days. Always check your specific policy for the exact deadline, and remember that initial notification of the emergency (within 24-48 hours) is a separate requirement from the full claim submission.

What if I did not get a medical report while in Nepal?

This is one of the most common problems trekkers face. If you left Nepal without medical documentation, contact the hospital or clinic where you were treated and request records by email. CIWEC Hospital and Nepal International Clinic can send records electronically. If you were treated at a remote health post with no email, contact your trekking agency and ask them to obtain the records on your behalf. As a last resort, get a detailed medical report from your home doctor documenting your condition upon return, referencing the Nepal incident.

Will my insurer pay the hospital directly or do I have to pay and get reimbursed?

It depends on the insurer and the situation. For pre-authorized helicopter evacuations, the insurer may pay the rescue company directly. For hospital stays, many Kathmandu hospitals require upfront payment from the patient, who then seeks reimbursement. Some insurers offer direct payment to recognized hospitals, but this usually requires pre-authorization and coordination. In most cases, expect to pay out of pocket and file for reimbursement.

How do I claim for extra expenses when my Lukla flight was cancelled?

Lukla flight cancellations due to weather are common and may be covered under your policy's "travel delay" provision. Document the cancellation (airline notice, airport announcement photos), keep all receipts for additional accommodation and meals, and save your rebooking confirmation. Note that standard trip delay coverage usually kicks in only after 6-12 hours of delay. Some policies do not cover weather-related delays at all, so check your policy wording.

Can I claim for the cost of my trekking agency if the trek was cut short?

Possibly, but it depends on your policy's trip interruption coverage. You need documentation that the trek was cut short for a covered reason (medical emergency, not change of mind), a letter from your agency confirming the interruption, and evidence of the non-refundable portion of the agency fees. Most insurers will only cover the unused, non-refundable portion.

What happens if my insurer says my helicopter evacuation was unnecessary?

This is one of the most contentious claim disputes. The insurer may argue that you could have descended on foot, making the helicopter evacuation medically unnecessary. Your best defense is a medical necessity letter from the treating doctor, documentation of your specific symptoms and their severity, evidence of terrain or weather conditions that prevented foot descent, and your guide's professional assessment. If the claim is denied on these grounds, appeal with additional medical evidence. A second opinion from a mountain medicine specialist can be very persuasive.

Do I need police reports for stolen gear claims?

Yes, for theft claims you almost always need a police report filed in Nepal. Report the theft at the nearest police station as soon as possible and get a copy of the First Information Report (FIR) in English. For gear damaged during trekking (not stolen), you need photographs of the damage and an explanation of how it occurred. Keep purchase receipts for valuable gear, as insurers pay based on the item's depreciated value.

Can I claim for medications purchased over the counter in Nepal?

Yes, but documentation matters. If a doctor prescribed the medication, get a prescription or doctor's note. If you self-medicated (common for Diamox, painkillers, or stomach medication on trek), keep the pharmacy receipt and note in your health journal why you purchased it. Most insurers cover reasonable medication costs when connected to a documented medical issue during the trip.

What if my claim is partially approved -- can I appeal the denied portion?

Absolutely. Partial approvals are common, and you can appeal the denied portion just as you would a full denial. Request written explanation for which specific items or amounts were denied and why. Then provide additional documentation or arguments addressing those specific denial reasons. The appeal process for partial denials is the same as for full denials.

How do I prove I was at a specific altitude when I got sick?

Insurers may question altitude-related claims if they cannot verify you were actually at the altitude you claim. Evidence includes GPS device data or phone GPS records, trek permit checkpoints (which record dates and locations), photos with geotagging enabled, your guide's logbook or written confirmation, tea house registration books (some lodges record guest arrivals), and your daily journal entries. Multiple sources of corroborating evidence are much stronger than a single source.

Is there a minimum claim amount worth filing?

Most policies do not have a minimum claim amount, but they do have deductibles (excess) ranging from $50-$250. If your total eligible expenses are close to or below the deductible, filing may not result in any payment. For claims well above the deductible, it is always worth filing. Even small claims establish a record that can support larger claims if you need to trek again and have another incident.

What if my trekking guide refuses to provide a written statement?

This occasionally happens, especially if the guide or agency was involved in the rescue decision and fears liability. If your guide will not provide a statement, ask fellow trekkers for witness statements instead, get your trekking agency's head office to provide a written account, and use your own detailed written account supported by photos, GPS data, and other evidence. You can also contact the Himalayan Rescue Association, which may have records if you visited one of their clinics.

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Key Takeaways

Filing a successful insurance claim after a Nepal trekking emergency comes down to preparation and documentation. The trekkers who get their claims paid quickly and fully are those who:

1. Bought the right policy with adequate coverage for their specific trek
2. Notified their insurer immediately when an emergency occurred
3. Collected comprehensive documentation while still in Nepal
4. Filed their claim promptly with organized, complete evidence
5. Followed up actively and responded quickly to insurer requests

The claims process can feel overwhelming when you are recovering from a medical emergency, but approaching it systematically -- using the checklists and step-by-step process in this guide -- dramatically increases your chances of full reimbursement.

For guidance on choosing the right insurance policy before your trek, see our comprehensive travel insurance for Nepal trekking guide. For information about the helicopter rescue process itself, read our helicopter rescue in Nepal guide. And for emergency protocols during a trek, consult our Nepal trekking emergency protocols.

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This guide provides general information about travel insurance claims processes. Specific procedures vary by insurer and policy. Always refer to your individual policy documents for exact requirements, deadlines, and covered items. This content does not constitute legal or financial advice.