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Express claims.

Because you shouldn't have to wait!

 
 
 
 
 
 
 
 
 
 

So not everything went to plan on your holiday? The good news is that it’s easy to claim, and we aim to resolve your claim in 10 business days.

Emergency?
Call us on our rescue line now.
+612 8004 6090 Emergency assistance
 

How to make a claim

Complete claim form below, follow the steps, then sit back and relax.

Just like our customers, no two travel claims are the same. In some cases, if you have provided all the documents we need, we’ll be in touch about your claim outcome within 10 business days.

But, if we need extra documentation or information, we’ll also contact you within the same time frame.

Policy number
Date of Birth
Mobile Phone (your best contact number)
Email
Postal Address
Suburb / State / Postcode
Date of your incident
What time did the incident occur?
Where did the incident occur?
Please describe in detail what happened.
Was the incident reported to police or any other authority?
Did you contact your Emergency Assistance team?
Please list the costs you are claiming( description of cost, date, amount paid and currency)
Name of bank
Branch
BSB
Account number
Account holder name

 

Supporting Claim Documents

So we can understand what happened and what you’re claiming for we need documents to support your claim such as receipts, medical reports and police reports.
For medical or dental expenses, we need written confirmation of your illness or injury from a qualified physician confirming the circumstances surrounding your claim. For cancellation or rescheduling expenses, we need original receipts, tickets or a letter from the travel agent showing any charges to re-arrange or cancel your journey, and a letter from the carrier confirming the events that gave rise to your claim. If you are unsure of what documentation to attached please refer to the attached guide.
Once your claim has been reviewed, we will advise if we require any additional documentation or information. If you can’t provide any of the documents we request, please include an explanation why.
Remember that we need to be able to read the information on any documents you attach, so clear photos or scanned documents really help us. The acceptable file types include: pdf, images, word or excel

 

Declaration / Privacy Statement

  • By submitting this online claim, I declare all statements and particulars stated on this form and all documents submitted are true and correct and confirm that I have read and accepted Terms of Use, Privacy Policy

 

What happens next?

  • We will review your claim and corresponding documents within 10 business days. We will then contact you with either the outcome of our assessment or the request for additional information if required.

 

Supporting Document Guide

Overseas Medical, Dental and/or Hospitalisation Claim

The following items must be included with this claim:

1. Copy of your Certificate of Insurance.
2. Medical/Hospital/Dental Report detailing Treatment and Diagnosis.
3. Itemised accounts giving a breakdown and description of costs claimed, together with receipts if any accounts have been paid by you.

 

Cancellation Charges / Loss of Deposit

The following items must be included with this claim:

1. Copy of your Certificate of Insurance.
2. Copy of original Itinerary.
3. Terms and Conditions issued by Travel Agent and/or Transport, Tour or Accommodation Provider.
4. Letter from Travel Agent or relevant provider confirming the non-refundable amount you are out of pocket.
5. Proof of payment for trip (ie. receipts, credit card/bank statements showing payments made).
6. If travel was cancelled due to medical reasons, please complete a medical certificate or forward us a copy of the death certificate (if applicable)
7. If travel was cancelled by a Transport Provider – letter from them explaining the circumstances of the cancellation and any refund/compensation paid or payable to you.

 

Additional Expenses

The following items must be included with this claim:

1. Copy of your Certificate of Insurance.
2. Copy of original Itinerary.
3. Receipts, bank/credit card statements showing amounts paid by you for original Itinerary.
4. Proof of payment for additional expenses claimed (ie. tax invoices, receipts, credit card/bank statements showing payments made).
5. The Medical Certificate completed by the usual medical practitioner
6. if the claim is due to someone’s death you will need to provide a full copy of the Death Certificate (not an extract) that states the cause of death.
7. If the additional expenses were incurred due to a Transport Provider – letter from them explaining circumstances and any compensation paid to you.

 

Luggage and Personal Effects Claim

The following items must be included with this claim:

1. Copy of your Certificate of Insurance.
2. Proof of ownership of the items claimed (ie. tax invoices, receipts, or credit card/bank statements proving purchase of the item/s).
3. Report made to the Transport Provider/ Police/Hotel or other appropriate Authority.

 

Rental Vehicle Excess Claim

The following items must be included with this claim:

1. Copy of your Certificate of Insurance.
2. Copy of your Rental Vehicle Agreement.
3. Copy of the Repair Invoice if claim is due to the Rental Vehicle being damaged.
4. Copy of documents showing amount debited to you by Rental Vehicle company for damage/excess.
5. Report made to the Police or other appropriate Authority.

 

Delayed Luggage Expenses Claim

The Following Items Must Be Included With This Claim

1. Copy of your Certificate of Insurance.
2. Property Irregularity Report from the Carrier (ie. bus line, airline, shipping line or rail authority) and confirmation of any compensation paid to you.
3. Ticket and Baggage Tags from the Carrier who caused your luggage to be delayed.

 

Other

1. Copy of your Certificate of Insurance.
2. Any other information in support of this claim.
    Emergency?
    Call us on our rescue line now.
    +612 8004 6090 Emergency assistance
     

    What worries you?

    Want to understand what you’re covered for?

    Look it up here and we’ll tell you anything you need to know.