If you have a Comprehensive or an Annual Multi-Trip policy, there is cover of up to $2000 AUD under the Additional Expenses Benefit (depending on your policy type) for travel and accommodation expenses incurred due to a disruption to your journey like a delayed flight caused by a strike, weather event or natural disaster; provided that you were not aware of this before your insurance period commenced.

You may also have cover under the Travel Delay Benefit for additional meals and accommodation expenses if a delay to your journey occurs for at least 6 hours.

We are unable to provide cover as a result of delays or rescheduling by a bus line, airline, shipping line or rail authority.You may also have cover under the Travel Delay Benefit for additional meals and accommodation expenses if a delay to your journey occurs for at least 6 hours.

We are unable to provide cover as a result of delays or rescheduling by a bus line, airline, shipping line or rail authority.

Depending on your policy, we cover permanently lost, stolen and accidentally damaged luggage items. Please refer to the Product Disclosure Statement for full details and conditions.

For loss or theft of your luggage and personal effects, you must report the incident to the police within 24 hours of becoming aware of the loss for the claim to be considered.

If you lose something, you still need to report it to the police and obtain a written statement from the appropriate authority (e.g. airline, rail authority) you were travelling on when the loss occurred. You must also provide receipts or proof of purchase for the items that have been lost/stolen/damaged.

If there is an excess, it will be deducted from each luggage and personal effects claim, unless you removed the excess when you purchased your policy.

You can lodge a claim for the loss while you are still travelling or upon your return to Australia. You can make a claim online now, call us on 1300 10 1234 or submit your claim by post or via email.

If you have a Comprehensive Policy or Annual Multi Trip policy, there is cover for rental vehicle excess up to $5000*.

A rental vehicle is defined as a sedan, hatchback, station wagon, four wheel drive, mini bus, people mover or campervan/motorhome that does not exceed 4.5 tonnes. There is no cover for motorcycles under this benefit.

Please note that this only covers the amount of the rental vehicle excess and does not cover the cost or protection of rental vehicle insurance. We recommend discussing the nature of rental vehicle insurance offered with the rental provider.

*Sub-limits apply to this benefit

If your passport is stolen or lost while you're away, you should cancel your passport as soon as possible to reduce the risk of anyone else using your passport or your identity. You can do this online here.

Contact your travel provider to see if you will need an emergency travel document in order to travel home. It is likely that you will and to obtain one you will need to contact your nearest Australian embassy, high commission or consulate.

Under our Comprehensive policy, you can make a claim for the cost of extra transport, accommodation and administration costs you have to pay to get a replacement passport or emergency travel document. Please keep all receipts and obtain written confirmation from the embassy or consulate showing the date of the incident and cost of the replacement passport.

You need to be in Australia at the time of purchasing your insurance. If you're overseas, we are unable to offer you new or different insurance.

You may be eligible to extend the dates of your existing cover from overseas. You can extend your policy by phoning us on 1300 10 1234 at least two business days before your policy expires. When you're contacting us by phone from overseas you will have to dial the International Dialing Prefix (IDD), followed by the Australian code (61) and then 1300 10 1234.

We aim to process claims as quickly as possible, and have processes in place to ensure this is the case.

We'll process your claim within 10 business days unless we require further information.

The details we may require when processing your claim can be found here.