How to Make a Claim
However, if something did go wrong on your trip, be sure to let us know.
SUPPORTING DOCUMENTS YOU'LL NEED
We are going to need certain documents and evidence from you. But don’t worry, we’ve kept it simple, and we only ask for documents that we need.
Hover over the scenario you're claiming for and we'll tell you what documents are required.
YOUR CLAIM RELATES TO
Overseas Medical Expenses
You were injured or ill overseas and have medical & hospital expenses to be reimbursed
The documents you'll need are:
1. Receipts and proof of payment for each expense you are claiming
2. Medical report from your Doctor in the country where the event occurred
3. Discharge summary (if you were hospitalised)
Trip Cancellation
Your trip was cancelled due to a natural disaster, medical event or family emergency
The documents you'll need are:
1. Receipts and proof of payment for each expense you are claiming
2. Contact your travel provider first and ask for a refund. If they decline or partially pay the claim, ask for a ‘Refund Advice Document’ and supply to us
3. Original flight schedule/itinerary (with terms and conditions)
4. Tax invoice with the total cost of your travel and accommodation arrangements
5. Proof supporting the reason for cancellation
Unexpected Travel Expenses
You have additional accommodation or travel expenses due to re-arranging your trip
The documents you'll need are:
1. Receipts and proof of payment for each expense you are claiming
2. Original and amended flight itinerary including the terms and conditions/fare rules for the booking and the total cost of your travel and/or accommodation arrangements
3. Receipts/proof of payment for the additional expenses claimed
4. Documentation outlining the cause of your expenses (i.e. medical report, letter from airline if delayed)
Luggage & Personal Belongings
You have lost, damaged or stolen luggage & personal effects (including phones, laptops)
The documents you'll need are:
1. Receipts and proof of payment for each expense you are claiming
2. Proof of ownership/ receipts/bank statements for each item lost, stolen or damaged
3. Proof of loss (i.e. police report, report to the hotel, airline, etc.)
4. A repair quote from a reputable provider should the item be damaged
5. The IMEI (International Mobile Equipment Identity Number) of a lost, stolen, or damaged phone
Rental Vehicle Accident
The hire car accident you were involved in required a repair or excess payment
The documents you'll need are:
1. Receipts and proof of payment for each expense you are claiming
2. A police or accident report from the relevant authority
3. Your rental vehicle agreement that states the rental vehicle excess
4. A quote or repair invoice for the rental vehicle damage
5. Receipt/Proof of payment for the expenses incurred relating to the damaged vehicle
Any Other Reason
If you are claiming for another reason
The documents you'll need are:
1. Receipts and proof of payment for each expense you are claiming
2. Upload documentation explaining/supporting the reason for the expenses incurred
3. Receipt/Proof of payment for the expenses incurred relating to this event happening
24 Hour emergency medical assistance services, access to trained medical advisers, medical evacuation, hospital expense guarantees, ambulance fees, messages to family, and funeral arrangements.
CLAIMS FAQ'S
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What can I expect once my claim has been lodged?
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Once all the necessary documentation has been provided, your claim will be processed within 10 business days.
Please note: we need certain documents to properly assess your claim. We are unable to assess claims lodged without the requried documentation. If you have provided some, but not all documentation, we’ll be in touch within 10 business days requesting further documents.
For us to process your claim quickly, we will need certain documents and evidence from you. For each type of claim, we outline exactly what kind of documentation we need in our claims form.
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Can I lodge a claim if I don't have all of the required documents?
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We are able to assess claims far quicker if we receive all the required documentation along with your claim. However, you can lodge a claim right now and attach any missing documents at a later stage.
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How do I add more documents to my existing claim?
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Once your claim has been lodged, you can provide additional documentation via the Online Claims Form attachment page. It is the fastest way to provide us with additional documentation. All you need to do is enter your Claims Number and attach your documents. They will then appear immediately in our systems. If you have lodged a claim by phone, then please email your attachments to [email protected].
You can also provide additional documentation by emailing [email protected], including the Claims Number in the subject line. However, as the inbox is reviewed periodically, it may add unnecessary delays to your assessment. The Online Claims Form attachment page is the fastest way to provide additional documentation.
