How Do I Make A Claim?

It’s easy to make a claim online. You will need to fill out the online claim form and attach receipts and other documents.

After you’ve made a claim online, you are still able to send us further supporting documents if you forget to do so in the first instance.

Emergency claims 

In most cases, if you are hospitalised, our emergency assistance team will coordinate payment directly with the hospital, provided your policy coverage has been confirmed. If your medical expenses are likely to exceed $1,000, our emergency assistance team will handle the payment.

If our emergency team are not co-ordinating payments then you can make a claim online for medical expenses you have incurred. Specific documents that you will need to provide include: 

• A Medical report from your treating doctor in the country where the event occurred 
• Overseas hospital admission & discharge summary (if you were hospitalised) 
• You may be required to provide a completed medical certificate from your local home GP, specialist or dentist (if relevant) 

While the type of claim you make will determine the need for specific supporting documents, there are some required documents that are applicable to all claims. These will generally include: 

• Your original return flight itinerary
• Receipts or proof of payment for each expense you are claiming for 
• Completion of an online Digital Identity Check (proof of ID)

Luggage claims 

If your items are lost, stolen, or damaged during your holiday, we may cover the repair costs or the value of your Luggage & Personal Effects. To support your claim, you'll need to provide documentation, which may include:

• A report of the incident to the relevant authority (police, hotel, airline, cruise company, tour guide, etc.) within 24 hours and obtain a copy of the report.
• Receipts or invoices for both physical and non-physical purchases
• Proof of purchase or ownership certificates
• Documentation confirming dates and locations (like itineraries, ticket bookings, or hotel confirmations)
• Copies of bank or credit card statements

Cancellation claims 

If your trip is cancelled or disrupted and you need to claim pre-paid travel expenses or lost deposits, please gather the following documentation to support your online claim:

• Receipts or invoices for any pre-paid travel expenses. This may include proof of payment or booking confirmations or a copy of your bank or credit card statements showing the transactions.
• Documentation supporting the reason for the cancellation. For example, if your claim is due to a medical event, supporting documentation may include a doctor's certificate or discharge summary if you were hospitalised. Other documentation may include a letter from the relevant authority such as an airline, cruise line, or tour company, or it may include a copy of a death certificate.
• Refund advice, penalty or cancellation fees to confirm whether your booking was non-refundable or if any refund is owed to you. Contact your travel provider first and ask for a refund. If they decline or partially refund you, ask for a Refund Advice document and provide it to us.