Travel Insurance Claims

How to claim

If something goes wrong and you need to make a claim, please check your Product Disclosure Statement so you know the documents you will need to make a claim and contact us as soon as possible.

If something has been stolen, you will need to ensure it is reported to the police, your transport provider (if applicable) or the responsible authority within 7 days of the loss or theft occurring.

If you require hospitalisation, if your medical expenses will exceed $2,000 or if you want to return early, you or someone on your behalf should phone our emergency assistance team as soon as possible.

The easiest way to make a claim is online, you can make a claim here. 

You will need to submit documentation to support your claim, like receipts or police reports.  You can start your claim without this and submit them later, but your claim cannot be processed without them.

We will respond to or settle your travel insurance claim within 10 working days from the time we receive it.

World Events and Claim Advice

For the latest travel alerts that might impact your travels, please visit our World Events Claims Advice page.

If you will be travelling to or are already in a region mentioned in our claims advice, please read through the applicable documentation to find out how your travel plans could be affected and what the benefits available from your travel insurance policy may be.

It is also a good idea to keep up to date with the latest information made available by the Australian government on the smartraveller.gov.au website.

Should you have any questions, please contact our claims team on 1300 728 822 – 9am to 5pm AEST