Let’s be honest, claiming on your travel insurance is not likely to make a list of your most fun travel experiences.
Firstly because it means something’s gone awry on your trip, and secondly because it involves paperwork, and who enjoys that?
But armed with a little knowledge and the right preparation, it can be a straightforward process.
To make sure you don't spend too much time on paperwork, we've made our claims process as straightforward as possible. Simply follow the steps below.
Alternatively you can call 1300 726 087 and speak to one of our Claims Consultants.
If you aren’t able to or would prefer not to submit your claim online, a Claims Consultant can email a claim form to you. You will be required to provide original supporting documentation (e.g. receipts) by post.
For more details, please see below.
It’s so important to actually read the Product Disclosure Statement (PDS) for your travel insurance before you buy it, to make sure the policy suits your needs and you know what you are and aren’t covered for, plus other useful info about the policy. Many people wrongly assume that just because they have travel insurance they will be covered for every eventuality, but that is simply not the case.
Travel insurance policies have exclusions, which in simple terms are situations and items that are not covered by the policy. Policies may also have limits on how much you can claim for certain things as an individual, couple or family, so it’s worth knowing what these limits are for your chosen policy.
Keep an eye on any travel alerts for your destination that may affect your ability to claim for certain things. Also monitor the government’s Smartraveller website for the latest global travel advice and warnings.
If something happens on your trip that you think you may want to claim for, it’s smart to record details of what happened and when. It can be easy to forget these important details once the moment has passed and you will probably be asked for them at some point during the claim process. Ask for and keep all the receipts for any associated expenses in a safe place in your luggage, and keep all relevant emails.
You should report any crimes or incidents to the local police or authorities as soon as you can. And always ask for written reports wherever available, like lost and found, police or medical reports.
Letting your insurer know as soon as possible that something has happened is a good move beyond just the claim aspect. As well as giving you the lowdown on what you’re covered for so you can make decisions accordingly on how to proceed, they are there to provide help and advice to keep you safe. For example insurers often have useful information on your destination that may be hard for you to find, e.g. the closest doctor or what the standard of care is like at the local hospital. They’ll also be able to advise on what information you’ll need to gather for a claim, which will be much easier to get while you’re still at your destination.
If you are hospitalised, you (or someone else on your behalf) must report it to your insurer right away. The same goes if you are being treated as an outpatient and the total cost of your treatment is likely to exceed AUD$2,000.
If you need to cancel or shorten your trip and want to claim any losses incurred on your travel insurance, first confirm that your policy does indeed cover cancellation by checking the PDS.
If it does, you’ll need to provide written evidence of the financial losses you have incurred as a result of cancelling all or part of your trip – for example any cancellation fees charged to you by airlines, tour operators or hotels, or the cost of changing the dates of activities or accommodation or booking earlier flights home.
Once you’ve gathered this evidence you can go ahead and submit your cancellation claim following your insurer’s standard claim procedure.
If you buy a basic or budget policy, you may only be able to claim for essentials like overseas emergency assistance, overseas emergency medical and hospital expenses, and personal liability. See what’s covered by a Worldcare Basic policy.
If you purchase a comprehensive policy, you might be able to claim for a raft of other things like cancellation, travel delay expenses, luggage and personal effects, rental vehicle excess, lost travel documents and theft of cash, as well as the serious stuff like loss of income, permanent disability and accidental death. See what a Worldcare Comprehensive policy covers.
Domestic (Australia-only) policies will cover a different set of things again. Since Medicare and private health insurance will cover any health-related mishaps, medical cover is usually excluded. See what’s covered by a Worldcare Domestic policy.
You can submit your travel insurance claim while you’re still abroad or when you arrive home. It’s up to you.
The General Insurance Code of Practice states that once an insurer has all the relevant information and has completed all enquiries, it should decide whether to accept or deny your claim and notify you of their decision within 10 business days.
It also stipulates that a decision should be made within 4 months of receiving your claim, unless exceptional circumstances apply, in which case it’s 12 months.
Worldcare Travel Insurance: Worldcare and Allianz Global Assistance are trading names of AWP Australia Pty Ltd ABN 52 097 227 177 AFSL 245631 which issues and manages travel insurance as agent of Allianz Australia Insurance Limited ABN 15 000 122 850 AFSL 234708. Terms, conditions, limits and exclusions apply. We do not provide any advice on this insurance based on any consideration of your objectives, financial status or needs. Before making a decision please consider the Product Disclosure Statement. If you purchase a policy we receive a commission which is a percentage of your premium - ask us for more details before we provide you with any services on this product.
Worldcare Emergency Home Assistance: Terms, conditions, limits and exclusions apply. See Worldcare Emergency Home Assistance Terms & Conditions for details. Worldcare Emergency Home Assistance is provided by AWP Australia Pty Ltd ABN 52 097 227 177 trading as Allianz Global Assistance.