Make a Travel Insurance Claim

We hope you had an enjoyable and safe trip! If something unexpected happened, we've made it simple for you to submit your claim.

If you are overseas and require emergency assistance, please call +61 2 8320 7999.

How can I make a claim?


The easiest and fastest way to submit a claim - simply log in with your policy number and email address to submit your claim online.

Make a Claim

Email / Post

Download and complete the relevant claim forms and send them to our Claims Team.

Medical Claims



Fast Cover Claims
Locked Bag 2010
St Leonards NSW 1590


Call 1300 409 322 and our Claims Team will assist you through the fast and simple claims process

What documents do I need to supply with my claim?

To make the claims process fast and simple, the Claims team will assess if your claim can be processed right then and there on the phone, or let you know the next steps to complete your claim, including any documentation that may be required.

Each type of travel insurance claim you make may require different supporting documentation, for example:

  • Medical reports
  • A medical certificate completed by your doctor
  • Invoices
  • Purchase receipts
  • Police reports
  • Written statements
  • Photographs


If your travel plans have been disrupted due to COVID-19, please review the information below before submitting your claim.

There is no cover for claims related to COVID-19

Claims directly or indirectly related to pandemics, such as COVID-19, are excluded under the policy. Refer to the General Exclusion on page 70 of the Product Disclosure Statement.

When assessing your claim, we will consider what caused your loss. Here are some examples of circumstances that we regard as excluded because they are related to the COVID-19 pandemic:

  • Border and immigration restrictions put in place by Australia or another country in response to the spread of COVID-19.
  • The government advising travellers to ‘reconsider your need to travel’ or ‘do not travel’ to a country or parts of a country due to concerns about COVID-19.
  • Airlines and cruise lines cancelling services because of the above circumstances or because of the related drop in customer demand.
  • The collapse of any transport, tour or accommodation provider due to the collective impact of the circumstances set out above.

We consider these circumstances and similar causes of loss to be related to the COVID-19 pandemic. If your loss was caused by such circumstances there is no cover for any of your non-refundable pre-paid travel expenses or other expenses you are unable to recover from your travel providers in full or in part, such as airfares, hotel bookings, cruises, and tour packages including unused credits. The exclusion also applies to other types of claims, such as quarantine costs, lost wages and medical expenses.

The COVID-19 pandemic exclusion applies to all policies regardless of when the policy was purchased, the dates of travel or the destinations of travel.

Can I submit a claim?

If you find that your claim may be excluded as described above or if you are unsure if the exclusion applies to your circumstances, you are welcome to submit a claim for consideration. We will assess each claim on a case-by-case basis and in accordance with the terms of the Product Disclosure Statement. This includes the right to dispute our decision should you wish to do so.

If you are claiming for cancellation expenses, please contact your travel agent or travel provider in the first instance, as they may offer free options to amend or cancel your travel arrangements. Please obtain supporting documentation from your travel agent or travel provider to support your loss. This will expedite our claim assessment. 

General Advice

For details about what your policy covers, please refer to your Product Disclosure Statement. You can find a copy of the PDS at Limits, conditions and exclusions may apply under your policy.

24 Hour Emergency Assistance

In Australia
02 8320 7999

+61 2 8320 7999

24 Hour Emergency Assistance Email

Email the Emergency Assistance team directly using

This email address is monitored 24 hours a day, 7 days a week.