My stuff got stolen but I don’t have receipts! What can I do?


What we will need from you is some proof that you owned the stuff, what it was and how much it originally cost to buy. So you can send us scanned copies of a reprinted receipt from a shop (if you purchased an item recently), your bank statement or credit card statement that shows you bought the item, or any other documents that proves you owned them – that will help. If it’s a watch, wedding or engagement ring, then we need a current valuation, receipts or proof of purchase.

If you have listed any of your stolen property with your home/contents insurer, we will accept this as proof that you in fact owned it.

Of course, you’re honest!  So why do we insist on some proof of ownership? Because fraudulent property claims on travel insurance policies are a BIG problem! We have seen it all. Too many people seem to think that padding a personal property claim, making up a fake story of a crime, or purposely losing their stuff to get it replaced, is all okay because it’s a victimless crime. Well, it’s not! All of that fraud makes the premiums for everyone, including you and all the other honest people, go up, so you get stuck paying more. That’s why you need to prove that you were the legitimate owner before we replace your property. And that’s where we’re different: if you can prove it, we’ll replace it! No depreciation.

What you need to know.

We don’t cover you for forgetfulness, or carelessness. So we won’t pay your claim if you accidentally lose or damage your stuff. This includes leaving anything behind in a hotel after you check out, or in any transport such as a plane or taxi, and laptops accidentally dropped in the pool whilst you enjoying cocktail hour.

Why we do this.

The reason we do this is that too many have purposely dropped their stuff so that their travel insurer will replace it, like when a new iPhone or Samsung is being released, claims for lost phones skyrocket! Fraud like this puts a lot of pressure on the claims team, wasting their time as they try to weed out the few dishonest claims from amongst everyone else who is honest! It also forces the cost of premiums higher. So that’s why we don’t cover ‘forgetfulness’ and ‘carelessness’, to prevent fraud and the cost to our customers.

To further prevent fraud and high-risk opportunities for losing items, we require you to carry some items ‘on your body’ to be covered for them when you are travelling. This means you would carry things like your wedding and engagement rings, watch, mobile phone and cash in your pockets, or in a belt around your waist. Never store these important items in your checked-in luggage, an overhead locker, or under the seat.

The details.

This cover only applies if you have a comprehensive policy. If you do, the good news is each person listed on your policy is covered for up to $5,000 each. You can claim up to the item limit for the value of your, stolen or damaged (as in an accident, not because I just dropped it), items, less any compensation you receive.

Limits for individual items are:-

– Clothing, shoes & toiletries, $1,500 per person.

– Jewellery: wedding rings, engagement rings, and watches only, $2,000 per person.

– Mobile phones, electronic devices, $1,000 per person.

– Laptops and cameras, $2,000 per person.

– Other personal items, $1,000 per item, per person.

– Essential prescription medication, $500 per person.

– Cash, $250 per person.

There is an excess of $100 per unexpected event, so you won’t get any money back if you claim for one or more items that are worth less than $100 in total.

What you need to do when it happens.

  • If you discover that anything of yours has been stolen, you must report it to the police within 12 hours.
  • Get and keep a copy of the police report to submit with your claim.
  • Make sure you also report any theft to the hotel, transport provider or venue where it happened, and keep a copy of the report
  • If your mobile phone or device is taken or it’s otherwise unrecoverable in an accident, contact your mobile phone service company to block your phone and/or device, and ask them to send you confirmation they have blocked it.

What you need to make a claim.

  • Police report for stolen items, and copies of any other reports that give details of the event.
  • Confirmation from your mobile phone provider if your account or device was blocked.
  • Proof of ownership and value for the items you want to claim for such as receipts, jewellery valuations, or credit card and bank account statements showing items purchased overseas.
  • Proof you travelled overseas, such as a photo of your boarding pass showing your name and destination. We need this for fraud prevention: you need to prove that you actually went on an overseas trip, and are not simply buying a cheap policy so you can put in a claim, without having gone on holiday at all. (It might sound odd to you, but some people do this).

The bottom line.

You are covered under our comprehensive policy if your personal things are stolen or damaged in an accident, because of an unexpected event that was beyond your control. So take good care of your items, and even greater care of the more valuable ones, just as you would normally, if you were at home.

Cover for your luggage is not included with our essentials or domestic travel insurance policies.