What do I need to do if my stuff is stolen?


Report it.

Report the theft to local police as soon as you can, but within 12 hours. If it happened at your accommodation, an event venue or if you’re travelling on scheduled transport, you need to report the theft to the manager also. To prove your claim, you’ll need to get copies of all the reports you make. It’s best to do that at the time you make them, as it can be difficult to get details once you have left the country.

If it’s your mobile phone, contact your mobile phone service provider to block your account and phone or device. Ask them to email you with confirmation they have blocked your phone or device, so you have that handy when you get home and are ready to make a claim.

Don’t fake it.

Think twice before dreaming up a fake crime! There are famous cases where travellers tried to do this, only to be caught by the local police, arrested, and thrown in jail. We have little sympathy for the fraudsters in this world that make honest people’s premiums go up. We have a variety of ways to check police reports and invoices to see if they’re fake, and we require proof that you actually travelled overseas with your claim. We are also well aware that fake police reports can be purchased here and there, especially in Africa. We’re all over it. So don’t do it.  Resist the temptation to submit a fraudulent property claim!

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 (within 12 months of your policy issue date), or credit card and bank account statements showing items purchased overseas.
  • Proof you did travel overseas, such as a photo of your boarding pass showing your name and destination.

What you need to know.

We don’t cover you for forgetfulness, or carelessness. So we won’t pay your claim if you accidentally lost or damaged your stuff. This includes if you left anything behind in a hotel or your accommodation after you checked out, and any transport such as a plane or taxi.

If you don’t carry your wedding or engagement rings, watch, mobile phone or cash on you when you travel, you won’t be covered. Never store these precious items in your checked-in luggage, an overhead locker, or under the seat.

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 lost, stolen or damaged 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 to claim for your luggage or personal items 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.

Scam alert.

There are some scams where the taxi drives away with your items in it, and you won’t be covered for that. To ensure that you don’t get caught out, try the following tips:

  • Keep your most precious items with you at all times, in the back seat instead of the boot.
  • If your suitcases are being loaded into the car boot, keep the door open or get in quickly – so they can’t drive off without you.
  • Stay alert, it’s easy to get distracted and have someone else swipe your bags from under your nose if you’re busy haggling prices with your driver.
  • When the driver stops, if you’re on your own, leave a passenger door open until you’ve been able to retrieve your suitcase so it’s not easy for them to take off with your bags!

The bottom line.

You are covered under our Comprehensive policy if your personal things are stolen, damaged or not able to be recovered, 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 things is not included with our Essentials or Domestic travel insurance policies.


Q. How much proof do you need?

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