In the event that you need to make a claim on your travel insurance policy, a completed claim should be submitted as soon as possible. A copy of the Certificate of Insurance should be enclosed with the claim form, along with all supporting documents including (but not limited to) any police reports, incident reports, medical reports, valuations and original receipts.

  • For medical, hospital or dental claims, contact the insurer as soon as practicable.
  • For damage or permanent loss of your Luggage and Personal Effects, report it immediately to the police and obtain a written notice of your report.
  • For damage or misplacement of your Luggage and Personal Effects caused by the airline or any other operator or accommodation provider, report the damage or misplacement to an appropriate official and obtain a written report, including any offer of settlement that they may make.
  • Submit full details of any claim in writing within 30 days of your return.

Claims are processed within 10 business days of submitting the claim and all necessary documentation. Where additional documentation is required to assess a claim, a written request will be sent to the traveller within 10 business days.

Completed claim forms and supporting documentation should be forwarded to

Travel Claims Department
PO Box 162
Toowong QLD 4066

Claims can also now be submitted online using the Claims Portal at