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. What do I need to provide to make a claim for my luggage and personal effects?
15. How am I assured of a fair decision when making a claim?

Have a question that you'd like us to answer?

1300 Insurance Pty Ltd ABN 50 124 845 727 AR no. 327609 arranges this insurance as authorised representative for the insurer Allianz Australia Insurance Limited ABN 15 000 122 850 AFSL 234708 (Allianz). Travel insurance is issued and managed by AWP Australia Pty Ltd ABN 52 097 227 177 AFSL 245631 trading as Allianz Global Assistance (AGA) for the insurer Allianz. Terms, conditions, limits and exclusions apply. Allianz and AGA do not provide any advice on this insurance based on any consideration of your objectives, financial situation or needs. Because of that, you should consider whether the advice is appropriate for you. Before making a decision please consider the Product Disclosure Statement. If you purchase a policy, we receive a commission which is a percentage of your premium - ask us for more details before we provide you with services.