A travel nightmare I didn’t expect
On my 2025 trip to Belgium, I was stunned when my hard-case Samsonite luggage rolled out of the conveyor belt badly dented. It looked like the baggage handlers had tossed it around with no care for damage—or fragile items inside. I had only bought the suitcase a few years ago, and never imagined its “life” would end so soon. Luckily, I thought, I had insurance to cover me. At least, that’s what I believed.
Trying to do everything right
With over 10 years in the industry, I knew the process. I snapped photos of the damage and headed straight to the lost and found desk for an official report. That report was crucial for my insurer. To my shock, the staff refused, claiming the dent was “just wear and tear.” I argued, explaining that the suitcase would never look the same even if I tried to knock the dent out—but they wouldn’t budge.
Going in circles at the airport
For the next 30 minutes, I was bounced from counter to counter, each person redirecting me somewhere else. Some staff even claimed they couldn’t speak English—surprising for an international airport. Eventually, I was sent right back to the same lost and found desk, where even the supervisor repeated the same excuse. No report. No help. Just frustration.
Qatar Airways showed some goodwill
Back at my hotel, I filed a claim with Qatar Airways. To my relief, they replied promptly and asked for the purchase receipt. Like most travelers, I didn’t keep it. Instead, I sent them a screenshot of the same model listed on Amazon. To their credit, Qatar offered me 50% of the listed price as compensation—a kind gesture that I truly appreciated. I thought my insurer would cover the rest once I got home.
The insurance reality check
To my shock, my insurer rejected my claim, calling the damage “wear and tear” even though I had photos, airline acknowledgment, and partial compensation from Qatar. That’s when I started digging into policy wordings—not just mine, but others too. What I found was eye-opening. Many insurers use the same exclusions, and some don’t even cover checked-in luggage at all.
The lesson I learned the hard way
This whole ordeal taught me a valuable lesson: travel insurance isn’t always the safety net we think it is. Most of us never read the fine print. And even if we do, how many of us take the time to compare line by line across different insurers? My experience showed me that sometimes, what we assume is “covered” may not be covered at all.
Final Thoughts: Don’t Let Fine Print Catch You Off Guard
If there’s one thing I learned from this experience, it’s that travel insurance is only as good as the details hidden in its policy wording. Before your next trip, take a few minutes to read through the coverage carefully—especially for luggage and personal belongings. Ask yourself: Would I really be protected if something happened?
And if you’ve had a similar experience, I’d love to hear your story. Share it in the comments—your lessons might help another traveller avoid the same frustration.
“This whole ordeal taught me a valuable lesson: travel insurance isn’t always the safety net we think it is. Most of us never read the fine print. And even if we do, how many of us take the time to compare line by line across different insurers?”
Key Takeaways from My Experience:
- Most insurers in Singapore do not cover luggage damage such as scratches or dents.
- Always keep purchase receipts, as insurers typically require proof of purchase for claims.
- Some travel insurance policies exclude coverage for checked-in baggage altogether.
- Obtain official documentation from the airport’s lost and found to support any claims.
- Be prepared for language barriers at international airports—having a translation app can help.
- Photograph any damage immediately for evidence.
- Report baggage damage to the airline as soon as you discover it.
- Keep your boarding pass and flight ticket until you return home.
Policy wording from various insurance providers
