What happens if I don't have some of the documents you ask for?

If you're completing your claim online, and you don't have all the documents we requested from you, don't panic! Sometimes, despite your best efforts, it’s just not possible to get them.

Here's what to do if you've lost (or don't have) a receipt:

  • Provide us with a Credit Card statement that shows the purchase of the item.
  • Provide a warranty for the item or any other documentation you might have which confirms your ownership of the particular item.
  • Ask the store you purchased the item from to provide you with a copy of the purchase receipt.

If the item was a gift:

You will need to ask the person who gave it to you for the receipt or a copy of any of the above.

If you don't have a report (eg. Medical Report, Property Irregularity Report, Repair Report):

If we’ve asked you to provide a Police Report, Medical Report or some other documentation to verify the facts of your claim and you don’t have them then you will need to discuss this with your case manager.

So what next?

The more documents you have showing your loss the more likely it is that our team will be able to verify your claim and cover your expenses.  So when you’ve put in your best efforts to find most of the documents we requested, it's time to complete your claim submission here.

This is only a summary of cover and does not include the full terms and conditions of the policy. You should read your policy wording in full so you understand what is and isn’t covered. That way there won’t be any surprises if you need to use it. If you have any questions, please get in touch.


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Email

For policies purchase on or after 2 December 2018:

[email protected]

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For policies purchased before 2 December 2018:

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