Here’s a quick checklist of what you might need to get your claim going:
Don’t worry if you can’t provide everything when you start your claim. You can send any remaining details or documents later.
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.
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 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:
For insured medical incidents, we’ll reimburse your approved expenses.
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.
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.
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!