Step 1 - Prepare a few things before you travel
- Read and understand the Product Disclosure Statement.
- Ask for clarification on what is and isn’t covered if there’s anything you’re unsure about.
- Photograph or scan any receipts for high-value items you might be taking with you like phones, tablets, cameras or laptops.
- If you don’t have receipts, take a photo of the item to prove ownership.
- Keep a digital copy of your travel documents and travel insurance certificate. The best way is to email it to yourself so you can access it from any device anywhere in the world.
Step 2 – Act fast if an incident occurs
- Contact the Emergency Assistance Team as soon as possible, especially for medical, hospital and dental claims, or if the claim is greater than $1000.
- Obtain all required documentation to submit with your claim, which may include:
- A written police report for any lost or stolen items.
- A written statement from the airline or tour company for cancelled or delayed flights or other bookings.
- If an incident occurs in a hotel or other establishment, ask for a written statement from management or an appropriate official.
- Medical certificates or reports for visits to the doctor or hospital.
- Receipts for any payments.
- Ask reports and documentation to be written in English if possible.
Step 3 – Before you make a claim
- Read the Product Disclosure Statement to double check you are definitely covered for your intended claim in order to avoid disappointment.
- Contact the claims team for clarification on anything you’re unsure about before submitting your claim.
- If you’re able to receive compensation from an airline, travel agent, tour company or other third party, ensure that you claim from them first. The difference (if there is any) can then be claimed from your travel insurer.
- If you can’t claim immediately while overseas, try to organise your claim as soon as you return to Australia. Delaying may make it more difficult to remember details about the incident or obtain further information from overseas if required.
Step 4 - Look through the Claim Preparation Checklist
- Policy reference number
- Contact information
- Trip details
- Details of the incident(s)
- Supporting documentation to submit with your claim. May include:
- Travel itinerary
- Medical reports
- Police reports
- Receipts or invoices
- Proof of ownership
- Written statements
- Photographs
- Bank account details for payment of your claim
Step 5 – Submit your claim
- Fill in the claim form completely and honestly with as much detail as possible.
- Provide all the required documentation that you have in relation to the claim. This may include:
- Reports, written statements, receipts, proof of ownership and invoices.
- Reply to requests for further information from claims team in a timely manner.
