Travel Insurance — Make a Claim

If something has gone wrong on your travels you may require help right away. We endeavour to do everything we can to settle claims quickly and without hassle.

I need help in an emergency. Who can I contact?

If you need emergency assistance - anywhere in the world, at any time - we’re here to help.

Call our 24-hour global assistance line:

1800 010 075 (within Australia)
+61 7 3305 7499 (reverse charge from overseas)

Our friendly team can help and advise you on how to locate the nearest medical facilities, find an embassy or consulate, get in touch with your family, or organise an evacuation home (subject to the policy’s terms and conditions).

I need to make a claim on my travel insurance. What do I do?

If you need to make a claim on your travel insurance there are two easy options.

  • Download and complete the travel insurance claim form and then send it to us, with your supporting documents, by email, fax or mail to the address provided on the form

OR

  • Call us on 1300 Insurance (1300 467 872) to lodge your claim. Our friendly team will guide you through the claims process and give you any assistance you need.

Please have this information with you when you call:

  1. Your policy number
  2. Details of the incident (including the date and time it occurred)

You'll also need to provide the following additional information:

  1. Nature of incident (theft or loss of luggage, travel cancelation or delay, medical incidents etc.)
  2. Details of any police or other emergency services that were involved

Please have a pen and paper handy, as we may provide you with some important information that you will need to take note of.

Note: Unless you are the policy holder or a named person listed on the policy, we may not be able to discuss the incident with you for privacy and security reasons.

Will I have to pay an excess if a claim is payable under my travel insurance policy?

An excess may be payable. Details of any excess will be contained in your Policy Documents. The excess is an amount which is deducted from the amount of benefit we will pay you if you make a successful claim.    

Excess amounts vary depending on the type of travel insurance policy you take out and the type of event you are claiming for. Many types of claim, such as emergency medical assistance, do not generally incur an excess.

Please check the Policy Disclosure Statement and your policy document for full details of the excess amounts that apply to your policy.

1300 Insurance Pty Ltd ABN 50 124 845 727 AR 327609 is an authorised representative of AWP Australia Pty Ltd ABN 52 097 227 177 AFSL 245631 trading as Allianz Global Assistance. Travel Insurance is underwritten by Allianz Australia Insurance Limited ABN 15 000 122 850 AFSL 234708 and issued and managed by Allianz Global Assistance. Terms, conditions, limits and exclusions apply. Any advice provided is general advice only and has not taken into consideration your individual objectives, financial situation or needs. You should consider the Combined Financial Services Guide and Product Disclosure Statement before making any decisions about the product. If you purchase a policy, we receive a commission which is a percentage of your premium - ask us for more details.

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