Open my insurance claim

I want to cancel my trip and start my insurance claim, what now?

If you have booked a cancellation insurance with your trip, you can get a refund of your cancellation costs through your insurance if you cancel for a valid and attested reason according to the policy. You can find more information about cancellation insurance in the article about insurance

STEP 1 - Inform us about your cancellation

You need to cancel your trip for a valid reason, and you have taken out insurance with Yoonly? Here are the steps you need to follow.

The first thing you need to do is contact the Yoonly customer service by email at contact@yoonly.eu. The cancellation must always be confirmed in writing, by email to Yoonly. The date of cancellation is the date of written confirmation. The cancellation costs are calculated based on the date of cancellation. You can find the correct cancellation costs on the website and in the FAQ

If you cancel in a timely manner, it is possible to find a replacement for your trip. It is important to note that it is not possible to find a replacement for an already canceled booking. Inform customer service if you have a potential replacement for your booking.

Note! The insurance claim must be initiated within 5 days of the event justifying the cancellation. If you fail to do this, you will no longer be entitled to an insurance refund. Therefore, be aware that if you let this time pass to look for a replacement, you will no longer be eligible for insurance. So, it is best to open your claim first.

STEP 2 - Open your claim on the Neat website

Open your claim with Neat (link to the website) within 5 days of being informed of the event justifying the cancellation. Your full name, the email address linked to your booking, as well as your booking number (or your insurance membership number) will be requested. Once your claim is opened, follow the steps indicated by Neat. Then, you have time to complete it.

The insurance requires that all outstanding amounts be paid. If you have cancellation costs, these costs must be paid before you can claim your insurance. The cancellation costs are reimbursed by the insurance if you cancel according to the Neat policy. You can find the costs here.

To complete your claim, simply follow the steps on the Neat website. You will be asked to provide your original and cancellation invoices. Contact Yoonly customer service by phone at +32 3 808 69 19 or by email at contact@yoonly.eu to receive them.

If the reason is valid and supported by the appropriate documents, the cancellation fees will be reimbursed by the insurance company by cheque (for France) or by bank transfer within 15 days. The insurance company will request the correct bank details through its website. Make sure to keep the case number you receive, you’ll need it to track your file.

STEP 3 - Track the progress of your claim

After your claim is opened, you can check its progress here.

You can contact Neat customer service by email at care@neat.eu for further assistance.

Updated on: 07/10/2025