The standard luggage claim steps apply. As soon as you realise the equipment has been stolen, report the theft to the police (or to the hotel or transport provider if it happened on their premises) within seven days and get a written report. We need that report to process the claim. Hold on to anything that supports the claim, including proof of ownership for the stolen equipment (receipts, photos, or serial numbers where you have them), any rental or lift-pass documentation that puts you at the location, and a short written account of what happened. Submit the claim through the Freely app or by contacting customer support, attaching the police (or provider) report and your supporting documents. The full claims process, including limits, depreciation, and exclusions, is set out in the PDS.