Smart Luggage FAQs

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.

Yes. Smart Luggage is offered in addition to the coverage you already have in place.

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.

You must register your trip in advance of your departure.

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.

This will depend on how you purchased your Smart Luggage policy.

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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

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Additional cover can be purchased to cover the remaining travellers/luggage here: smartluggage.io/quote/cover

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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

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.

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1. Inform the Customer Services desk or Luggage Services desk at that destination airport that your checked luggage has not arrived on the carousel.

2. 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.

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You must then log in to the Smart Luggage portal, report your luggage as lost and follow these steps:

1. Log into smartluggage.io/claims and click on REPORT

2. Locate trip/flight

3. Select your Smart Luggage Policy number

4. Enter Surname

5. 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.

6. Click ‘Report lost luggage’

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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 we 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.

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.

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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.

We will send you an SMS text message containing an update and where possible we will tell you when and how your checked luggage can or will be returned to you.

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; we will send you a text message confirming that your checked luggage is lost and further details of how you can accept your payment.

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.

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.

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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.

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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

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To view your policy wording for policies with a 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

If there’s a problem, please call the Smart Luggage team on 0333 033 0021.

No, you cannot create another profile using the same email address.

No, you can’t create another account using the same contract number.