How long do missing donation claims take to process?

When you raise a missing donation, our Customer Support team will email you promptly to confirm receipt. If any further information is required, they will also reach out to you. Once the missing donation is forwarded to the brand, they will inform you of the action taken, and upon confirmation or decline of the missing donation, they will send you an email to confirm the decision.

The time frame between emails can vary by brand. Confirmation of a missing donation being sent to the brand can take, on average, 30 days from submission, and the decision from the brand can take a further 90 days.

For travel brands and financial brands (such as insurance, ISAs, loans, etc.), the process is slightly different.

Upon submission, we will confirm the receipt of your missing donation. However, for travel brands, we hold the donation until the date of your stay, and for financial brands, we hold it for a further 90 days. This is because travel brands cannot receive missing donations before stays have commenced, and financial brands have a validation process of 90 days that prohibits the sending of missing donations to them.