Are you overseas and need urgent assistance?

Find out about how we'll help with your Travel Insurance claim below. Or if you're ready to tell us now, start your Travel Insurance claim.

For emergency assistance overseas:

Call us 24/7 on +61 2 8883 7079

SMS +61 488 863 244


Get in touch with us if you are overseas and need:

  • Medical assistance, are hospitalised or treated as an outpatient
  • Advice on what to do if your passport, travel documents or wallet is stolen
  • Advice on what to do in a major event or natural disaster
  • Assistance contacting embassies, consulates, or your family in Australia

Collect the following details and items if you can:

  • Police report from local authorities, if applicable
  • Medical certificates or doctors reports
  • Receipts or other relevant expenses
  • Photos of damaged items
  • A report for lost, stolen or damaged luggage or personal items
  • Written confirmation from the travel provider if your journey is delayed or cancelled

Tell us about your claim

For all other non-emergency travel claims, advise our Claims Team within 30 days of your return. You can either:

Download a claims form and send it to us

Travel Claim Form

Medical Certificate Form

Medical Authority Form

Important information regarding COVID-19 claims >

What you need to make a claim

Here’s a quick checklist of what you might need to get your claim going:

  • Your personal details and policy number
  • Date, time and location of the incident
  • Photos of damaged items
  • Proof of travel, cancellation and reason from the travel provider
  • Proof of ownership or valuations
  • Invoices, receipts or credit card statements
  • Compensation details received from the travel provider
  • Medical certificates or hospital reports
  • A police report from the local authority

Don’t worry if you can’t provide everything when you start your claim. You can send any remaining details or documents later.

Travel Insurance claim process

Just like our customers, no two travel claims are the same. So when things don’t go to plan, our Claims Team is here to assist you when you make a claim.

These steps will help explain our Travel Insurance claim process and get your claim underway.

We lodge your claim

A dedicated Customer Care Specialist from our Travel Claims Team is assigned to handle your claim.

If we don't need any other documents or further information from you, we’ll let you know the outcome of your claim within 10 business days. If we need any others from you, we’ll let you know.

We assess your claim

We review your claim, policy and all expenses received. We’ll let you know if we can accept your claim or not, and why.

If you’ve chosen the $0 Excess optional benefit, there’s no excess to pay. Otherwise, we’ll tell you if an excess applies.

If your claim is accepted, we will then work with you to:

Pay for medical expenses that you had while you were overseas

For insured medical incidents, we’ll reimburse your approved expenses.

Pay you the approved cost to either repair or replace your items

If an insured personal item or your luggage was damaged, we’ll see if it can be repaired. If so, we’ll pay you the cost to get it fixed.

If your items or luggage was lost, stolen or can’t be repaired, we’ll pay you approved costs such as the value to replace it, less any depreciation.

Pay you the approved cost of your travel or accommodation expense

If your journey was cancelled or shortened due to a covered event, we’ll reimburse you approved costs. They might include cancellation fees and lost deposits.

We complete your claim

Once your claim is finalised, we’ll take care of any payments or settlements to you or others.

That’s it. Then you can focus on relaxing in your favourite destination... home!

How can I check what I'm covered for?


Benefits are subject to the terms and conditions including the limits and exclusions of the insurance policy. Cover is issued by The Hollard Insurance Company Pty Ltd ABN 78 090 584 473 AFSL No. 241436 (Hollard). Woolworths Group Limited ABN 88 000 014 675 AR No. 245476 (Woolworths) acts as Hollard’s Authorised Representative. Any advice provided is general only and may not be right for you. Before you purchase this product you should carefully read the Product Disclosure Statement to decide if it is right for you.