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.

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

For loss or theft of your luggage and personal effects, you will need to report the incident to the police within 24 hours of being aware of the loss. While we understand that this can be a challenge in a country where you don't speak the language and payment may even be required, it is a condition of the policy that needs to be met in order for a 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. Provide receipts 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 by post or via email.

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.

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.

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.

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