Your claim request must be received within four weeks (excluding strikes) after your problem has been solved and you were able to use your student travel product again. You can submit a claim request if you have incurred expenses because you:
- student travel product was not ready within five working days of receiving your (fully and correctly completed) link request;
- student travel product was not ready at the pick-up machine when your entitlement to the student travel product took effect, provided that the (fully and correctly completed) linking request for the relevant personal OV-chipkaart was received at least five working days before;
- requested a swap between a weekly and weekendabonnement and the new season ticket was not ready at the pick-up machine within five business days of DUO's approval of the request;
- personal OV-chipkaart has become defective without visible damage. Costs can be claimed from the day the defective card is received by Customer Service OV-chipkaart;
- personal OV-chipkaart with visible damage has become defective and you have not received the replacement card within two weeks (after the defective card has been received by Customer Service OV-chipkaart). Only the costs incurred after the maximum delivery period of two weeks can be claimed;
- personal OV-chipkaart is lost or stolen and you have not received the replacement card within two weeks (after receipt of your request for a replacement card). Only the costs incurred after the maximum delivery period of two weeks can be claimed.
- have been unable to use student travel product due to a strike.
How do I submit a claim request?
Go to submit claim request and submit your claim request, you can do this by logging in with your DigiD.
The processing of your claim request takes a maximum of six weeks after receipt. You will then be notified whether or not your claim request will be granted (in full). In the case of a (partial) award, the awarded amount will be transferred within three weeks after you have received the decision to the account you specified when completing your claim. By logging in with your DigiD on the Mijn Omgeving you can view the status of your claim request.
What supporting documents are accepted in a claim request?
For travel expenses incurred:
- a copy of the front and back of tickets (e.g. train tickets)
- a claim statement from OVpay. How to create a claim statement from OVpay can be found here: https://www.ovpay.nl/nl/veelgestelde-vragen#hoe-maak-ik-een-declaratieoverzicht.
- a claim statement (when traveling on balance or with anonymous OV-chipkaart)
- copy of recharge receipts from a OV-chipkaart (ONLY in conjunction with a bank statement)
For travel expenses incurred during strikes
- A claim statement showing previously incurred trips.
Please note that these supporting documents are necessary, because Customer Service Studentenreisproduct.nl does not have access to your travel data.
For demonstrating actions taken:
- original phone bill specification (this may be a printout of an internet bill).
For fines:
- original fine (no increases)
For other ov-related costs:
- original receipts with amount and description (i.e. no pin receipts)
What conditions must a claim request meet?
- You are entitled to the student travel product.
- All claimed expenses were incurred after the first report to the Customer Service Department Student Travel Product (085-110 99 88).
- You did NOT have a valid Temporary Student Travel Product on your OV-chipkaart during the period for which you are claiming expenses.
- The claim request was submitted at www.studentenreisproduct.nl/declaratieverzoek.
- The supporting documents are itemized by the types of expenses to be claimed (e.g., travel expenses) and entered piece by piece.
- A (partial) reimbursement will be granted only if a copy of the original supporting documents have been provided.
- When completing the claim request, a clear and comprehensive explanation was filled out (when requested).
- Your claim request was received within four weeks after your problem was resolved and you were able to use your student travel product again.
What expenses can be reimbursed?
1. Travel expenses incurred in:
- the free travel period
- the discount period: only the amount that normally counts as a discount.
- the summer period (July 16, 04:00 a.m. to August 16, 04:00 a.m.) with the weekabonnement: only the amount normally applied as a discount.
2. Fines:
- Fines can only be reimbursed if a clear explanation and original evidence is provided.
- Only the original amount of the fine can be refunded; increases (for non-timely payment) will not be refunded.
- Fines are not refunded if you have traveled with OV-chipkaart without a valid student travel product or without another valid ticket.
3. Fixed compensation per strike day:
- The amount of compensation per day of public transport strike
- €1.00 per day of strike in regional transport;
- €0.18 per strike day in regional rail transport (regional trains).
What expenses are not reimbursed?
- Non-ov-related costs, such as tuition, fuel costs, etc.
- Purchase cost of OV-chipkaart.
- Costs incurred due to problems applying for a personal OV-chipkaart. However, you can file these with the company where you ordered the personal OV-chipkaart .
- Costs incurred by traveling on Thalys, IC Direct, night bus, cab services, event transportation, cross-border transportation and nonregular lines.
- Unjustified costs incurred due to not (timely) granting the right to the student travel product. However, you can submit these to the Education Executive Agency (DUO).
- Unjustified costs incurred for a replacement defective card. However, you can submit these to card producer OV-chipkaart.nl.
- Unjustified costs incurred while using your personal OV-chipkaart with valid student travel product with a public transport company. These can be submitted to the public transport company with which you traveled. For example, if you could not check in and/or out with your personal OV-chipkaart with student travel product due to a malfunction. Or if there was an incorrect/incomplete operation at one of the vending machines or loading machines.
Customer Service Studentenreisproduct.nl will evaluate your claim request, taking into account whether all conditions have been met and whether the submitted costs are realistic. If you have not taken demonstrable action during a month or more to solve your problem, the costs incurred during that period will not be reimbursed. If you disagree with the assessment of your claim request, you can file an appeal. This only makes sense if you provide more information than you provided with the claim request.
How do I file an objection?
Log in to the Mijn Omgeving with your DigiD and choose the option 'view declarations'. You will then be directed to an overview page with your submitted claims. The first column shows your claim number, the second column shows the date you submitted your claim, the third column shows the amount you are claiming, and the last column shows the status of your claim request. When the status of your claim is 'processed', you will see the option 'submit objection' next to it. When you click on it, you can submit an objection.
The processing of your objection will take up to six weeks. You will then be notified whether or not your appeal will be granted in full. In the event of a (partial) award, the awarded amount will be deposited into the account you specified when completing your request for declaration, within three weeks of receiving the decision. The conditions that a claim request must meet also apply to a notice of objection. Your appeal must be submitted within six weeks of receiving the assessment of your claim request.