The policy holder has 60 days from the date of loss or 72 hours from the date of the event whichever occurs first, to file your claim before your policy becomes void.
The TicketGuardian website is currently in the process of being updated, so the link to the claim page currently on their site will not pick up policy details. Also, like any other sort of insurance, we are not legally allowed to process claims on a ticket holder's behalf as the policy is in the ticket holder's name.
The guest can file a claim using any of the following methods:
Online by visiting: tg-claims.ticketguardian.net
By phone: 866-675-4673
By emailing: firstname.lastname@example.org
Please be sure to let guests know that TicketGuardian may need supporting documents for a claim depending on the notice period. This depends on the following:
If mandated coverage is enabled on the partner account: The guest can claim for any reason up to 14 days before the event. After that period the guest is covered under the standard policy.
If opt out (Standard policy) is enabled on the partner account: The guest is then covered by the standard policy from the time the booking is made and has to have a valid reason for a claim. These reasons can be found here: https://support.ticketguardian.net/hc/en-us/articles/115003030451-What-is-covered-with-the-Standard-Policy-]
Supporting documentation may be needed for Standard policy claims.
Once a claim is completed, the refunded tickets will become available again on the account for another guest to book.
For more FAQ's, please visit https://support.ticketguardian.net/hc/en-us