1. Collect the required information

It’ll be quicker and easier for you to lodge your claim if you have the following information handy:

  • your policy number
  • travel itinerary
  • details of the incident, including time and place 
  • supporting documents (e.g. invoices, receipts, authorisation letters, medical reports, boarding passes, accommodation bookings - we’ll confirm exactly what we require)
  • bank account details (for payment of your claim).

You may wish to read the product disclosure statement, to see what you can claim.

2. Lodge your claim

We recommend you lodge your claims as soon as possible.

For policies purchased before 2021.

Claim online

A quick, easy and convenient way to claim.

24 hours, 7 days a week

Email us

Email your completed claim form and supporting documents.

Call us

A member of our team will help you lodge your claim over the phone.

1800 444 424    (within Australia)

+61 7 3465 1718    (from overseas)

Mon-Fri, 9am-5pm, AEST

Mail us

Post your completed claim form and supporting documents to:

GPO Box 14, Brisbane QLD 4001

10 Days

3. Leave it with us

Within 10 business days of you lodging your claim, we’ll contact you if we need any more information. 

4. Get a decision

On acceptance of your claim, we’ll repair, replace or reimburse you for your lost or damaged items or approved costs (e.g. cancellation fees).