1. Check if you can get a refund or alternative first

Before making a claim, check whether your travel agent or travel provider (including airline, cruise line, bus line, rail authority, rental vehicle company, tour provider or accommodation provider) can offer any of the following:

• Full or partial reimbursement

• A credit or travel voucher

• A change of travel dates

2. Check your other insurance policies

If you have another insurance policy that may cover your claim, such as credit card insurance, home contents insurance or another travel insurance policy, please let us know when you lodge your claim. We may seek contribution from your other insurer.

3. Gather your supporting documentation

Different types of claims require different documentation. This may include but is not limited to the following:

• Medical reports

• A medical certificate completed by your doctor

• Invoices

• Purchase receipts

• Police reports

• Written statements from the police, treating doctor, the airline, hotel, tour operator depending on the basis of your claim

• Photographs

• Travel itinerary

If we need any specific or additional documentation to support your claim, we'll reach out to you directly.