How to claim

Either select ‘Make a claim’ on our website, or click here. You will need:

  1. Your policy number (you can find this on your Certificate of Insurance which we emailed you when you bought your policy) and the details for the main policy holder. If you can’t find your policy number, just email us at with your full name and date of birth and we can email you another copy of your policy certificate. 
  2. Scans of any original copies of all receipts, your travel itinerary, medical reports, reports about any losses/thefts, bank statements and any other relevant documents to support your claim. In some instances, you will also need to send us a completed Declaration and Privacy Act Authorisation form. To help you, we’ve provided some guidelines with information that we'll need to assess your claim. We’ll ask you to email these to us at with your claim number once you’ve submitted your claim.

What happens next?

We will send you an email to advise once we have received your supporting documentation and let you know approximately how long it will take for us to process your claim. You can keep an eye on the status of your submitted claim, by clicking on 'Track a claim' on our website and logging in.

If your claim is accepted, we will email you with the details of any payments made. Please allow up to 3 business days for the payment to appear in your account. If we have paid a provider on your behalf, we will forward you the details of that payment instead.