Travel cover is a necessity that you hope you'll never have to use. However, sometimes holidays don't go to plan, and you may need to make a travel insurance claim. We walk you through how a travel insurance claim works, what documents you might need, and how you can get your money back in your pocket sooner.
Too many travellers run into trouble at claims time because they bought a policy that simply doesn't cover the things they assumed it did. Finding the right policy and tailoring it to your needs is the most important step in making your travel insurance claim go smoothly.
Most travel insurance policies are sold online, so you've got no excuse for not reading the fine print. Carefully review your policy, and use your computer's Find feature ('Ctrl F' for Windows or 'Command F' for Mac) to search the policy for keywords that are particularly important to you e.g. pre-existing medical, family emergencies, cameras. Check out our guide on choosing the right travel insurance policy for more tips.
It's no good claiming for an injury on your hiking holiday if your policy doesn't cover hiking or trekking to the elevation you're at. Check your policy for limitations and add-ons for the type of trip you're on. Popular extras include adventure activities, skiing, cruising, car hire cover, high-value items, and bicycle coverage.
Declaring all your pre-existing conditions, and getting them listed on your Certificate of Insurance means you're protected from eye-watering bills should you need to claim.
Check your insurer's definition of a pre-existing condition - sometimes it's something in the last 12 months, while with other insurers it can be any condition you've ever had. Visit our guide on pre-existing medical conditions for more information on getting the right cover.
If you're rushed to a hospital, or your wallet is stolen, or your phone breaks, having copies of your important information and phone numbers can be a huge help. We recommend having a soft (digital) and a hard (print out/photocopy) of your:
If you or someone you're travelling with is in an emergency medical situation, get to a hospital or call an ambulance.
All good insurers have a 24/7 emergency contact number that you can call. These emergency teams can offer guarantees of payment to hospitals, liaise with your doctors (very helpful in a foreign country), sort out medical transfers or evacuations back to Australia, and can contact family and friends back home.
Most insurers require you to get in touch with these teams before you start incurring costs in a hospital, or as soon as you are physically able. Keeping your insurance details in your wallet can help fellow travellers or hospitals to make this contact for you. In some parts of the world, hospitals may refuse treatment if they don't know they will be paid.
Unwell or injured? Many insurers let you pay-and-claim for low-value medical claims. So here's what you need to know if you're headed to a GP with gastro or a sprained ankle.
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Most insurers expect you to pay-and-claim for low-value medical claims, and call their emergency assistance line if you're likely to incur bills over $1,000 or so. But that's not the case for all brands, so check your policy's terms and conditions, and get in touch with your insurer if you need to - you can even do it from the doctor's waiting room.
If you're very unwell and your doctor says you aren't fit to catch your flight, you may need to stay behind for a few days or weeks. If you have a comprehensive travel policy (as opposed to a medical-only), you may have accommodation, meal and flight rescheduling benefits you can claim for. Check your policy and contact your insurer if you're not sure. Be aware that you will generally only be able to claim for expenses that are 'reasonable' - generally, that means in line with your spending habits. So if you've been staying in two-star motels, you won't necessarily be paid for a week-long stay in a five-star hotel.
Each insurer has different rules, but generally, they require:
Most insurance claims are done online these days, and you don't have to wait until you get home to file a claim. Head to your insurer's claims page, fill in your details and upload your documents as required. Your insurer should let you know within 10 business days as to the outcome of your claim, or if they require any additional information. If you haven't heard back, give them a call and check what's going on.
Whether your iPhone was stolen or you've dinged your rental car, most travel claims can be straight forward. Check the section of your policy you're claiming for, what they will and won't pay for, and any general exclusions that apply to all sections.
If you've got provisions to claim, get your documents together, go to your insurer's claim page online, fill out your details and upload your documents as needed. Your insurer is required to get back to you within 10 business days, either with the outcome of your claim or with a request for additional information.
It will vary from insurer to insurer, but most will require identification, and your original flight and accommodation itineraries (to prove that you're you and that you had a real holiday booked). Additionally, you will need:
Be aware that if the airline is at fault for a delay e.g. overbooking, mechanical issue, a pilot sleeping in, etc, then your travel insurance is unlikely to cover it, and you should seek compensation from your airline. If the airline is not at fault, e.g. bad weather, natural disaster, a strike, then it would generally be covered (provided that it wasn't a known event at the time of purchase). Check out our guide on missed flights and delays for more information.