How to make a complaint

How do I make a complaint?

If you have any concerns about our products or services or wish to dispute the outcome of a decision, we will do our best to work with you to resolve it.

You should first contact one of our Customer Service consultants on 1300 467 872. If, after speaking to our team, you are still not happy with our response, you may lodge a complaint with the Australian Financial Complaints Authority:

Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
Mail: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001

1. How far in advance can I buy my travel insurance policy?
2. I am currently overseas and have no insurance - can I still purchase a policy?
3. Am I covered if I work overseas?
4. If I return from my journey early, do I get a refund?
5. What do I do if I think I may have a pre-existing medical condition?
7. What happens if I purchase my travel insurance policy and a new medical condition develops? Would I need to pay an additional premium?
8. What if it is an emergency?
9. Do I have to pay the bill for medical claims and claim when I get back?
10. Do I have to complete the “Medical Certificate” of the Claim Form?
11. I am away for a couple of months - do I have to wait until I am back in Australia to claim?
12. What is the excess?
13. What happens after I have been evacuated to Australia?
14. I do not have receipts for my luggage and personal effects. Can I still claim?
15. How am I assured of a fair decision when making a claim?

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1300 Insurance Pty Ltd ABN 50 124 845 727 AR 327609 arranges this insurance as agent and authorised representative for AWP Australia Pty Ltd ABN 52 097 227 177 AFSL 245631 trading as Allianz Global Assistance (AGA). Travel insurance is issued and managed by AGA on behalf of the insurer, Allianz ‎Australia Insurance Limited ABN 15 000 122 850 AFSL 234708 (Allianz). We do not provide any advice based on any consideration of your ‎objectives, financial situation or needs. Terms, conditions, limits and exclusions apply. Before making a decision, please consider the product disclosure statement, available here. If you purchase this insurance, we will receive a commission that is a percentage of the ‎premium. Ask us for more details before we provide you with services.