Claims FAQs
Frequently Asked Questions - Claims
How do I make a claim?
You can make a claim online while on your trip or upon your return to Australia through our online claims portal. Have your policy number and personal details ready. We may also ask you for receipts, medical records, police records or your travel itinerary.
If you’re in Australia and need assistance with your claim, call our claims team on 1300 051 095. For 24/7 emergency assistance call +61 7 3305 7499 (overseas) or 1800 010 075 (within Australia). Please note additional charges may apply for any calls made from mobiles, public telephones or hotel rooms.
What's excess?
Excess is the initial amount of a claim we don't pay for. Each claim you make will incur an excess or excesses, unless we state in the Product Disclosure Statement that there is no excess payable.
Depending on your policy you may have up to 3 different types of excesses, however only 1 or 2 may be payable each time you claim. You can find out what excesses may apply to you in the Product Disclosure Statement and in your policy documentation.
The 3 types of excesses are:
Base Excess
Every travel insurance policy has a base excess and it'll apply to all insured events causing a claim, unless we state in the Product Disclosure Statement that there is no excess payable or that other excesses apply.
During purchase you'll be given the opportunity to choose your base excess amount. Varying your base excess will affect your premium in 1 of 2 ways:
- reducing the base excess will increase the premium you pay; or
- increasing the base excess will reduce the premium you pay.
Medical excess
If you have a pre-existing medical condition we agree to cover, it may incur a medical excess. Claims arising from your assessed medical conditions will incur your chosen medical excess instead of your chosen base excess. We’ll inform you during the medical assessment if the assessed medical conditions will incur a medical excess.
Additional excess
Snow and adventure packs have an additional excess of $500 per pack, which can't be changed or removed. Overseas Medical & Hospital Expenses or Cancellation claims arising from your participation in snow sport or adventure activities will incur a $500 excess in addition to your chosen base excess.
How do I pay excess?
In most cases, we will deduct the excess or excesses from your claim payment. If you have to pay an excess or excesses we’ll let you know during the claims process. You can find out what excesses may apply to you in the Product Disclosure Statement and in your policy documentation.
Will I have to pay the excess or excesses if the insured event was not caused by me?
Yes, even if the insured event was not caused by you, any applicable excess or excesses will still be payable. You can find out what excesses may apply to you in the Product Disclosure Statement and in your policy documentation.