It’s not a great start when you arrive at your holiday destination but your luggage hasn’t! With the current state of travel post-pandemic, many transport carriers are gradually getting back to normal levels of service but this hasn’t come without its fair share of hiccups so it’s more important than ever to understand when you’re covered when it comes to your travel insurance with 1Cover. Our handy guide details all you need to know about travel insurance and your lost, stolen or delayed baggage.
Terms and conditions, limits and exclusions apply. Please see PDS for full details.
Terms and conditions, limits and exclusions apply. Please see PDS for full details.
We offer up to $15,000 Luggage and Personal effects cover under our Comprehensive Travel Insurance. As well as up to $5,000 for Credit Card and Fraud Reimbursement, $250 for theft of cash and $250 for expenses to buy essential items if your luggage is delayed more than 12 hours. Sub-limits apply to how much we can reimburse you for depending on the type of items you are claiming for:
- $3,000 AUD for Personal computer, Video recorder or Camera
- $1,000 AUD for Mobile phones & tablets (including PDA’s & any items with phone capabilities)
- $750 AUD for other unspecified items or sets
We offer an additional $5,000 cover for High Value Items which you can add to your policy as you make your quote online. We cannot cover all items, for example we do not cover bicycles or watercraft other than surfboards, so make sure you check our full policy wording.
If you are entitled to be reimbursed by the bus line, airline, shipping line or rail authority you were travelling on when the loss, theft, misplacement or damage occurred, then you may not be covered.
However, if you are not reimbursed the full amount of your claim, there may be a provision to claim for the difference between the amount of your loss and what you were reimbursed. However, the amount you can claim for will be based on the limit of your cover and needs to allow for depreciation due to the age, wear and tear.
Please note that you need to obtain a written statement outlining what you have been reimbursed from an airline, bus line or rail authority before a claim is lodged with 1Cover.
We cover you for essential expenses you have to pay because your baggage is delayed more than 12 hours. We cover $250 to help you pay for necessities like toiletries, clothes, medicines, not to replace your entire bag’s contents. So move over Gucci and Prada, whilst you might have a preference for the nicer things in life, remember that our cover extends to the essentials that you might need.
It varies between airlines but if your luggage is missing in action for somewhere between 21 days and 30 days the airline may declare it as lost and you can claim with the airline. For example with Air NZ, after 21 days if your baggage has not been located you can submit a delayed baggage claim online and complete their customer care form. If your baggage is lost and irrecoverable from the airline, you may have provision to claim on your travel insurance under lost luggage.
Each claim is assessed on a case by case basis, and there may be a provision to claim for your phone. Please note that there is no cover available for damage to the screen nor for water (or any liquid) damage.
If your luggage is delayed more than 12 hours and you purchased essential items, we need receipts for those as well as baggage delay report, and letter showing you have not received compensation from the airline already.
If an item is lost or stolen we need proof of ownership of items, a written police report, damage or repair report. For mobile phone claims, please block the IMEI with your network provider and provide written proof of this.
With online claims we only ask for the documents we really need. So the best way to find out exactly what documents we do need in your specific circumstances is to start an online claim. Your answers to the questions we ask you about your claim determine what documents you'll need to provide.
In terms of determining ownership or proof that you purchased something, these are examples of what we may ask for:
- Receipts or invoices for non physical and physical purchases;
- proof of purchase/ownership certificates;
- documentation that confirms dates/locations (e.g. itinerary, ticket bookings, hotel confirmations);
- copies of credit card statements.
When calculating the amount payable we will apply depreciation due to age, wear and tear. The amount of such depreciation will be determined by our Claims team. No depreciation will be applied to goods purchased duty free prior to your departure or goods purchased during your journey. We will not pay more than the original purchase price of any item.
Lost or stolen belongings can sure put a dampener on your holiday so follow our tips to avoid any destination disaappointment.
Don’t panic. Airport efficiently varies dramatically around the world. If your items don’t show up on the carousel immediately, it may not mean that your item is lost, it might just be taking longer than usual
Track your luggage. Isn’t modern technology great! Some suitcases now come with in-built trackers, or you can get something like an airtag put in your bag to know where it is at all times
Pack back-ups in your hand luggage. Having a spare pair of undies or some toothpaste is never a bad idea. If the unexpected happens and your checked luggage is mishandled having a few essential items is a life-saver.
Keep expensive items at home. You can’t lose an expensive watch or sentimental item if you leave it at home. Travel is unprectable and you can lessen your risk by not taking for exxy items away with you in the first place
Keep expensive items on your person. We won’t cover you for items left in the hold where they are unattended and unsupervised from you. So make sure any expensive items are in your hand luggage
Be vigilant. When you get money out of an ATM, or are using your phone in a busy area, be aware of what's around you and don’t make it too obvious you’re a tourist
Use a bum bag (or fanny pack). All the rage these days, you can look cool and be safe by keeping your money close to your person as you explore making it harder to be at the victim of pick pockets
Never leave items unattended. Taking your eyes off your items for even 30 seconds is long enough to have your holiday turn from happy to horrible. Remember we don’t cover you if you leave your items unattended and unsupervised, so don’t leave your items with strangers, left alone on the beach or under a table that you can’t see where an item could be taken without your knowledge
Report any incidents. If something does go wrong, go to the authorities to report it as soon as you can so they can help you. Make sure you get a report that you can give to us if you need to make a claim
1. Go to the baggage services counter. Sadly lost luggage and delays are regular occurrences, but this means there are standard systems in place to follow. Go to the desk file a claim for your lost luggage with your airline. If the airline is at fault, it’s their responsibility to get your bags to you.
2. File your lost luggage claim. Ensure you get a case number and all complete information on where you are staying and your contact details so you and your items can be reunited. Get their details too so you can follow up. You mighe be required to show your luggage tag you got when you checked in.
3. Find out your compensation. Each airline’s compensation varies, you might be entitled to monetary, or be given essentials, or offered frequent flyer miles. Make sure you know what you’re entitled to depending on the estimated delay of your items.
4. Keep receipts of any items you buy. If your airline are not playing ball you can rely on us to reimburse you up to $250 if any items of your Luggage & Personal Effects are delayed, misdirected or misplaced for more than 12 hours. If you end up purchasing any items like clothes or toiletries make sure you keep receipts and get evidence of the delay to your luggage so you can provide that to us when you claim.
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