Please Note - If you are cruising around Australia you need to select Pacific.
With Regions, variances can apply for Bali, Indonesia, Japan and Middle East.
You are not required to enter stop-over countries if your stop-over is less than 48 hours.
Travel cover is a necessity that you hope you'll never have to use. However, sometimes holidays don’t go to plan, and you may need to make a travel insurance claim. We walk you through how a travel insurance claim works, what documents you might need, and how you can get your money back in your pocket sooner.
If you or someone you're travelling with is in an emergency medical situation, get to a hospital or call an ambulance.
All good insurers have a 24/7 emergency contact number that you can call. These emergency teams can offer guarantees of payment to hospitals, liaise with your doctors (very helpful in a foreign country), sort out medical transfers or evacuations back to Australia, and can contact family and friends back home.
Most insurers require you to get in touch with these teams before you start incurring costs in a hospital, or as soon as you are physically able. Keeping your insurance details in your wallet can help fellow travellers or hospitals to make this contact for you. In some parts of the world, hospitals may refuse treatment if they don't know they will be paid.
Whether your iPhone was stolen or you've dinged your rental car, most travel claims can be straight forward. Check the section of your policy you're claiming for, what they will and won't pay for, and any general exclusions that apply to all sections.
If you've got provisions to claim, get your documents together, go to your insurer's claim page online, fill out your details and upload your documents as needed. Your insurer is required to get back to you within 10 business days, either with the outcome of your claim or with a request for additional information.
It will vary from insurer to insurer, but most will require identification, and your original flight and accommodation itineraries (to prove that you're you and that you had a real holiday booked). Additionally, you will need:
Check out our guide on luggage cover to learn more about when you may or may not be able to claim.
Check out our guide on trip cancellations to learn more about situations you can claim for.
Be aware that if the airline is at fault for a delay e.g. overbooking, mechanical issue, a pilot sleeping in, etc, then your travel insurance is unlikely to cover it, and you should seek compensation from your airline. If the airline is not at fault, e.g. bad weather, natural disaster, a strike, then it would generally be covered (provided that it wasn't a known event at the time of purchase). Check out our guide on missed flights and delays for more information.
With a research and journalism background, and certified in Tier 2 General Insurance General Advice, Crystal is passionate about investigating customers’ tricky travel questions and helping them find the answers they’re looking for. A writer and filmmaker whose favourite trips have been to film festivals in Cuba and South Korea, and campervanning around the USA, she loves getting to know new people and seeing a glimpse of the world through their eyes.