Travel Insurance Claims

What documents will I need?

When you submit your claim, you have to provide certain documents for us to be able to assess and settle your claim. For medical claims you will usually need original medical accounts and receipts and English translations of all documents. For loss of personal belongings claims you will usually need a police report, proof of ownership for the items and English translations of all documents.

What happens if I don't have original receipts?

When we receive a personal belongings claim, you have to provide proof of ownership for the lost or stolen items. We understand that you might not be able to produce such receipts for each and every item, but you still have to 'tip the balance' and should be able to provide evidence of ownership where you could be reasonably expected to have such evidence. Typically, the insurer may accept photographic evidence in conjunction with warranty cards, manuals, receipts, bank or credit card statements as proof of ownership, and/or a statutory declaration attesting to ownership. In the end, common sense prevails and you should ask yourself does this conclusively prove that I owned this item?

How long will it take to process a claim?

This often depends on how quickly you can get the required documents to us. Once we receive all the documents a claim is processed within 10 working days.

How are claims paid?

We will pay all claims at the rate of currency exchange the time you incurred the expense.

Emergencies

For 24/7 emergency assistance FREE CALL from the following countries:

Australia 1800 010 075
Canada 1800 214 5514
China (North) 10800 6100 434
China (South) 10800 2611 323
France 0800 905 823
Germany 0800 182 7635
Greece 00800 611 4107
Hong Kong 800 900 389
India 0008 006 101108
Indonesia 001 803 61 098
Italy 800 787 451
Japan 0066 3386 1052
Malaysia 1800 81 5102
New Zealand 0800 778 103
Singapore 800 6162 187
Spain 9009 961 116
Switzerland 0800 561 361
Thailand 001 8006 121 082
United Kingdom 08000 289 270
United States 1866 844 4085

For all other countries dial reverse charge ("collect") via the local operator on +61 7 3305 7499