A guide to travel insurance claims

How to make a travel insurance claim

Making a travel insurance claim tends to happen when things go wrong, so it's not always a nice experience. However, with a little bit of know-how and preparation, you can save yourself a lot of time, energy and tears.

This guide will go through everything you need to know about making a travel insurance claim, from preparation to making a claim when you get home.

Preparing for a claim before you travel

Proper preparation prevents poor performance - as with life so goes travel insurance...or something like that. Point is, getting your ducks in a row before you leave will make making a successful travel insurance claim easier and less stressful when the time comes.

• Get the right cover: Assess your travel plans and select a policy that offers comprehensive coverage for your specific needs, including medical emergencies, lost luggage and trip cancellations. Consider additional coverage for activities like winter sports or extreme sports as you need it.
• Declare any pre-existing conditions: Disclose any health conditions to your insurer, ensuring they're covered under your policy. Provide detailed information about the condition, including diagnosis, treatment history and medication.
• Read your policy information: Understand the terms, conditions and limitations of your policy, including excess fees, waiting periods and exclusions. Review the policy document carefully or seek clarification from your insurer if needed.
• Document your belongings: Create a detailed inventory of your belongings, including photos and receipts, to support your claim in case of loss or theft. Consider using a travel insurance app to document your valuables and track their location.
• Print out your certificate of insurance: Carry a physical copy of your insurance certificate, as it may be required for medical treatment or other emergencies. Additionally, consider saving a digital copy to your phone or cloud storage.

Travel insurance for peace of mind

"I've not had to make a travel insurance claim yet, but I know it's just a matter of time with how often I travel. I always make sure my travel insurance policy covers everything I need it to - when I went to New Zealand recently I made sure bungee jumping was included. That way I have the peace of mind that if I need to make a claim, it'll probably be successful."

Joshua Godfrey

Senior Insights Analyst

Travel insurance claims for a medical emergency

If you experience a medical emergency while traveling, seek immediate medical attention before you thinking about insurance - your wellbeing is more important! Once things are stable, contact your insurer. Be prepared to provide detailed information about the incident, including:

• Medical reports: Get detailed medical reports from the treating physician, including diagnosis, treatment provided and prognosis.
• Treatment costs: Collect all receipts and invoices related to medical expenses, including hospital fees, doctor consultations, medications and ambulance services.
• Additional expenses: Document any additional costs incurred due to the medical emergency, such as accommodation, transportation and lost wages.
• Emergency contact information: Provide your insurer with the contact information of your emergency contacts, who can assist with the claims process if needed.

Medical travel insurance claims (non-emergency)

For non-emergency medical expenses, such as routine check-ups or prescription refills, you can submit a claim to your insurer after returning home. Gather all relevant documentation, including:

• Medical bills: Collect all original medical bills, including itemised statements, to support your claim.
• Prescriptions: Keep copies of your prescriptions and pharmacy receipts to document the cost of medications.
• Medical certificates: Obtain any necessary medical certificates or reports to verify the need for treatment.
• Proof of payment: Provide evidence of payment for medical expenses, such as bank statements or credit card statements.

Claiming for lost luggage

In case of delayed luggage, obtain a delay certificate from the airline. Contact your insurer and provide them with the delay certificate, along with:

• Detailed inventory: Create a detailed list of the lost items, including brand names, model numbers and purchase prices.
• Receipts: Provide receipts for any essential items purchased due to the delay, such as toiletries, clothing or medication.
• Airline documentation: Provide the airline's confirmation of the delayed luggage and any communication regarding the expected delivery time.
• Proof of additional expenses: Document any additional costs incurred due to the delay, such as accommodation or transportation expenses.

Travel Insurance Claims for Theft

If your belongings are stolen, report the incident to the local authorities and obtain a police report. Contact your insurer and provide them with the police report, along with:

• Detailed inventory: Create a detailed list of the stolen items, including brand names, model numbers and purchase prices.
• Receipts: Provide any receipts or proof of purchase for the stolen items.
• Photos: Include photos of the stolen items, if available.
• Police report: Provide a copy of the police report detailing the theft incident.
• Passport copy: Provide a copy of your passport to verify your identity and travel details.

Making a Claim for Flight Delays

If your flight is significantly delayed, collect any relevant documentation, such as:

• Boarding passes: Keep your boarding passes as proof of your flight itinerary.
• Delay confirmation: Obtain written confirmation from the airline regarding the delay and the reason for it.
• Receipts: Keep receipts for any additional expenses incurred due to the delay, such as meals, accommodation or transportation.
• Proof of missed connections: If the delay caused you to miss a connecting flight, document the impact on your travel plans.

Making a Claim for Trip Cancellations

If you need to cancel your trip due to a covered reason, such as illness or a natural disaster, contact your insurer immediately. Provide them with:

• Medical certificates: If the cancellation is due to illness or injury, provide medical certificates from your doctor.
• Official notices: If the cancellation is due to a natural disaster or other unforeseen circumstances, provide official notices or news articles as evidence.
• Proof of expenses: Provide any receipts or documentation for non-refundable expenses, such as airline tickets, hotel bookings or tour packages.

Disputing a Travel Insurance Claim Denial

If your claim is denied, review the reasons provided by the insurer. If you believe the denial is unjustified, consider the following steps:

• Review your policy: Carefully review your policy document to ensure that your claim falls within the coverage limits and terms and conditions.
• Gather additional evidence: Collect any additional documentation or evidence to support your claim, such as medical reports, police reports or witness statements.
• Contact your insurer: Contact your insurer to discuss the reasons for the denial and to provide any additional information or documentation.
• File a formal appeal: If you are not satisfied with the insurer's decision, file a formal appeal in writing, outlining your reasons for disputing the denial and providing

supporting evidence.

• Seek legal advice: If your claim is still denied after the appeal process, consider consulting with a legal professional to explore your options.

How long do I have to make my claim?

Not every travel insurance company is as good at approving claims quickly. The table below has all the info you need.

Brand	How long do I have to make a claim?	How long do claims usually take to be resolved?
Medibank	Within 60 days of the return date shown on your Certificate of Insurance.	Varies depending on the nature of the claim and whether you have provided the necessary supporting documents.
Freely	Within 60 days of the return date shown on your Certificate of Insurance.	Within 10 business days upon the receipt of a completed claim with necessary supporting documentation.
Stella	You must give notice of your claim as soon as possible.	Within 10 business days upon the receipt of a completed claim with necessary supporting documentation.
Zoom	30 days from when you return home.	Within 10 working days of all necessary documentation being provided.
fastcover	30 days from when you return home.	Within 10 business days upon the receipt of a completed claim form with necessary supporting documentation.
Insure4less	No later than 31 days after the expiry of the trip during which the claim occurred.	Within 10 business days upon the receipt of a completed claim with necessary supporting documentation.
Travel Insuranz	No later than 31 days after the expiry of the trip during which the claim occurred.	Within 10 business days upon the receipt of a completed claim with necessary supporting documentation.
InsureandGo	Up to 30 days after completion of your travel.	Within 10 business days of all necessary documentation being provided.
Tick	Up to 30 days after completion of your travel.	Within 10 business days of all necessary documentation being provided.
World2cover	Full details should be submitted within 30 days of your return.	Within 10 business days of all necessary supporting documentation being provided.
Cover-More	Within 60 days of the return date shown on your Certificate of Insurance.	Within 10 business days of all necessary supporting documentation being provided.
Southern Cross	You must give notice of your claim as soon as possible.	Within 10 business days of all necessary supporting documentation being provided.
Travel Insurance Saver	You must give notice of your claim as soon as possible.	Within 10 working days upon the receipt of a completed claim form and all relevant information.
Easy	Within 60 days of the return date shown on your Certificate of Insurance.	Within 10 working days of all necessary documentation being provided.
Australia Post	Within 60 days of the return date shown on your Certificate of Insurance.	Within 10 working days from the time they receive the claim or each time they receive further information on it.
1cover	30 days from when you return home.	Within 10 business days of all necessary supporting documentation being provided.
	You must give notice of your claim as soon as possible.	Within 10 business days upon the receipt of a completed claim with necessary supporting documentation.

Note: This information was last updated November 2024

Frequently Asked Questions

• What is an excess and how does it affect my travel insurance claim?

  An excess is an amount you agree to pay towards the cost of each claim you make. For example, if your claim is for $500 and your policy has a $100 excess, your insurer will pay $400 and you will pay the remaining $100. The excess is usually deducted from your claim payout. Different policies and sections of a policy may have varying excess amounts.

• What if I cannot provide receipts for my lost or stolen items?

  While receipts are ideal for proving ownership and value, some insurers may accept alternative forms of proof. This can include bank statements, credit card statements, warranty cards, photos showing you with the item or statutory declarations. Always gather as much evidence as possible including photos of the item before your trip.

• What types of events are generally not covered by travel insurance?

  Travel insurance typically excludes claims arising from reckless behaviour, illegal activities or self inflicted harm. Other common exclusions include claims for travel to areas with a "Do Not Travel" warning from the Australian Government, claims related to certain pre existing medical conditions not declared or accepted by the insurer and claims for high risk activities not specifically covered by your policy. Always check your Product Disclosure Statement for a complete list of exclusions.

• Do I have to pay medical expenses upfront when I am overseas?

  For minor medical expenses, you may need to pay upfront and then claim reimbursement upon your return. For major medical emergencies, such as hospitalisation or emergency evacuation, your insurer's 24 hour emergency assistance team will often arrange direct payment with the medical facility. It is crucial to contact your insurer as soon as possible in any medical situation to understand their process and avoid unexpected costs.

• What should I do immediately after an incident that might lead to a claim?

  Your immediate safety and wellbeing are most important. Once safe, contact local authorities for incidents like theft or assault and obtain a police report. For medical emergencies seek immediate medical attention. Collect all relevant documentation including photos, witness contact details and official reports. Then, contact your travel insurer as soon as reasonably possible to report the incident and get advice on the next steps.

• How do other forms of compensation impact my travel insurance claim?

  Travel insurance often acts as a secondary form of cover. If you receive compensation from an airline, a hotel or another third party for the same incident, your travel insurance payout may be reduced by that amount. This is to prevent you from being compensated twice for the same loss. Always declare any compensation you receive when making your claim.

• What happens if I did not declare a pre existing medical condition?

  If you do not declare a pre existing medical condition that is later found to be related to a medical claim, your insurer may deny your claim. Travel insurance policies often have specific rules regarding pre existing conditions and require them to be declared and accepted by the insurer for cover to apply. This could result in you being personally responsible for all associated medical costs.

Written by

Tim Bennett

Insurance expert

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A seasoned journalist with over 10 years of experience in news, politics and finance reporting, Tim has previously held roles at the ABC, SBS and Fairfax Media. Tim’s expert insights have been quoted in The Australian, The Daily Telegraph, The Courier Mail and more. He regularly appears on TV and radio, and has been interviewed on 7 News, Sunrise, SBS News, ABC Local, 3AW and 5AA. Tim is passionate about simplifying complex insurance topics for Australian consumers. He holds a Bachelor of Arts (Politics) from Macquarie University and a Tier 1 General Insurance (General Advice) certification, which meets the requirements of ASIC Regulatory Guide 146 (RG146). If you’re interested in a media interview with Tim, please reach out to our PR team at aupr@finder.com. See full bio

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