How to claim

For general claims You must give Us notice of Your claim as soon as You can on Your return Home by contacting Us on:

Claims Contacts

You will be asked to complete and return Our claim form. If the claim form is not fully completed by You, We may not be able to process Your claim. We can reduce Your claim by the amount of any prejudice We suffered because of any delay by You in submitting a completed claim form.

What You need to do when making a claim

Excess

The Excess is the amount You are required to pay or bear for each claimable event under Your Policy.

Claims processing

We will process Your claim within 10 business days of receiving a completed claim form and all necessary supporting documentation. If We need additional information, a written notification will be sent to You within 10 business days.

Depreciation

Depreciation will be applied to claims for Unspecified Luggage and personal effects and relevant items as follows

If You can claim from another party

If You make a claim against another party such as a travel agent, tour provider, accommodation provider, an airline, bus line, shipping line, rail authority or other Carrier

Other insurance

If any loss, damage or liability covered under this Policy is covered by other insurance policy(ies), You must give Us details.

Assistance with recovery

If You are aware of any third party that You or We may recover money from, You must inform Us of such third party.

Salvage

If required, You must send to Our claims department any damaged items for evaluation or salvage purposes. After a claim has been settled, any salvage You have sent to Our claims department will become Our property.

Goods and Services Tax

If You are entitled to claim an input tax credit in respect of a cost for which a claim is made, or would be entitled to an input tax credit if You were to incur the relevant cost

Fraudulent claims and misleading conduct

Submitting an insurance claim that is not true, correct, did not occur, is misleading or exaggerated is a criminal offence under Australian Law and can lead to prosecutions.