Travel Claims

FAQs about making a travel claim

We want to make sure you have a good claims experience, so before you get started, check out the below considerations. If in doubt, our claims team are ready and waiting to help you once you submit your claim.

Please note that we ask for any claims to be submitted within 30 days of returning home from your trip. Once you submit a claim, you can expect to hear from us within 10 working days.

FAQs on Policy Excess

Will I have to pay an excess?

If an excess applies to the benefit section you are claiming under, you may need to pay the excess shown on your certificate of insurance. This amount is chosen at the time your policy is purchased. If you have been offered cover for an existing medical condition, an additional excess will be applicable for claims arising from that medical condition. This amount also appears on your certificate of insurance.

How much money will I get back for my claim?

If you have to pay an excess under the terms of your policy and you are claiming for an item of equal or lesser value, this would cancel out any benefit you receive (e.g. claiming for a stolen watch worth $250 with an excess payable of $250).

FAQs on Medical Claims

What supporting information do I need for an overseas medical claim?

We may request clinical notes or a written medical report or summary from your treating doctor or dentist overseas which clearly explains the medical condition, the diagnosis provided, medical tests requested and treatment given. We may also require a medical certificate from your local GP, specialist or dentist. Try to obtain as much documentation as possible at the time of the event, as it can be difficult to obtain some documents once you return to Australia.

FAQs on claiming for lost, stolen or damaged items

What supporting documents do I need if something of mine is lost, stolen or damaged?

You will need to submit the following 2 written reports with your claim:

1. A police report, which must be obtained within 24 hours of the incident
2. A report issued by any other relevant authority (eg. hotel or airline) within 24 hours of the incident

You should try to obtain as much documentation as possible at the time of the event, as it can be difficult to obtain some documents once you return to Australia.

How do sub-limits affect my claim?

Sub-limits are the maximum payable benefit for certain cover items. In the case of luggage and personal effects, your sub-limits will be higher for any added specified items that are noted on your policy. Please check the sub-limits available under your policy before you claim as they are the limit you will be able to claim under each cover item.

Why do I need proof of ownership and value?

If you are claiming for items, we may need you to supply receipts or proof of ownership in order to properly assess your claim. Especially if you are adding specified items to your policy it is a good idea to make sure you keep any receipt or documents.

How could depreciation affect my claim?

For any items not listed as ‘specified items’ on your Certificate of Insurance, it is standard practice that depreciation will be applied in determining the current value. We try and apply this as fairly as possible by taking into consideration factors such as reasonable wear and tear (based on the age of the item), the expected life span of an item, the value on the second hand market and advances in technology which reflect in the price of the item if you were to purchase it now.