Make a claim

We always hope your trip goes smoothly, but if things went wrong and you need to submit a claim, it's easy to do so.

You'll find all the information to make your travel insurance claim below, including our step-by-step guide to making your claim, what happens next and frequently asked questions.

The easiest way to lodge a claim is through our online portal, My SCTI. If you haven't already, register today to get started. Make sure you have your policy number, bank account number and supporting documents ready to upload with your claim details.

Make a claim in My SCTI

To track the status of an existing claim or upload supporting documents you’ll need to log into My SCTI.

Is this an emergency? We're here to help with 24/7 Emergency assistance.


How to make a claim on our website:

Alternatively, you can make a claim by completing the form below. We'll guide you through the claim process in the next steps.

Main policyholder details

Policy number is required.
Last name is required.
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Invalid year format.

Examples of things you may need

  • Receipts
  • Medical documents
  • Police reports
  • Bank account number
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Is this an emergency?

What happens next?

We know you’ll be waiting to hear from us about the outcome of your claim, so we’ve outlined below what you can expect.



  • Once you have submitted your claim you will receive a confirmation email from us with your claim number, to let you know that we’ve received your claim. 


  • Your claim is then placed in the queue to be assigned to an assessor.  Claims are assigned to assessors in chronological order (oldest to newest). 


  • When your claim has been assigned  to an assessor they will email you to confirm your claim has been assigned. They will review the details of your claim and your supporting documents. If they have any questions or require anything further, we will contact you via phone or email.
  • Should we require any additional information from an external party, you may experience a slight delay. Your assessor will keep you updated throughout this process.


  • Once we have made a decision about your claim, we’ll always confirm the decision in writing, but your assessor may call you to discuss first.
  • If your claim is accepted, 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.

Waiting on an update on your claim?

You can keep an eye on the status of your submitted claim, by clicking on 'My Claims' once you are logged in to your My SCTI account. This gives our claims assessors more time to assess claims, rather than handling calls and queries relating to anticipated timelines.

Be sure to check your email, including any junk, spam or promotional folders to ensure email requests or updates have not been missed.

Any missing documents can significantly delay the processing of your claim so it’s important to make sure you have included all the supporting documents required. You can find examples of what we require in our list of documents, and if you haven’t already, add these supporting documents in our secure portal, My SCTI. Conveniently you can also view your policy, make any additional claims and update your details. If you haven’t already, register now to get started. You can find our FAQs here if you get stuck. Or if you’d prefer, you can email your documents to us at


Frequently asked questions