The five things you need to do when making a travel insurance claim

When things don’t go to plan and you’re in a foreign country, it can be overwhelming to make a claim. At World Nomads we try to keep things simple at claim time, so follow these five steps to successfully submit your claim.

Step 1: Just breathe

Something unexpected has happened and it can be overwhelming. That’s why we’re here to help you 24/7.

What should I do if I'm in an emergency situation?

Get help and document everything. In case of serious injury, sudden illness, an accident, hospitalisation or where your medical expenses will exceed $2,000, you must contact the 24/7 Emergency Assistance Team immediately.

H3 What should I do if my trip is cancelled or delayed, or baggage has been stolen, lost or damaged?

Be sure to document everything, get reports and keep all receipts and other relevant documents.

Traveller’s tip: keep your policy details handy. Save our contact number in your devices. Leave your policy information with relatives or friends so you don’t have to search for it in an emergency.

Step 2: Keep your documentation

Make sure you keep copies of every expense, bill, invoice, ticket, report and other relevant documents, as you’ll need these to make a claim. Examples of relevant documentation may include:

  • Medical emergency: doctor’s reports, hospital admission reports
  • Transport delays and cancellations: cancellation certificate
  • Baggage lost or delayed: property irregularity report, delayed baggage certificate
  • Stolen baggage or personal items: police/other authority report

Traveller’s tip: create digital copies of paper documentation. This way you don’t have to worry about keeping track of paper documents at a stressful time.

Step 3: Start your claim

It’s easy to make a claim online! You can make a claim while you’re still travelling or after you return home. Follow these steps:

  1. Sign into your World Nomads membership. Use the links to 'Make a claim' once signed in to your membership dashboard. If you’re not a member contact us, and we can help.
  2. Answer the questions and save your draft. We may ask you to:
    1. Tell us what happened
    2. List your expenses for the claim
    3. Add your bank details so we can send you any claim payout

Step 4: Upload supporting documentation

Once you've started your claim online and entered the key details, we need you to upload supporting documentation. You will receive an email from us outlining the documents we need.

If you don’t have some of the documentation we ask for, please let us know.

Traveller’s tip: be sure that digital copies of supporting documents are legible and clear. If we can’t read them, it may slow down the claims process.

Step 5: Submit your claim

Once you have uploaded your supporting documents, hit submit and you’re done! You will receive an email confirmation that your claim has been submitted.

Our claims team will review the information and documents you have provided within ten business days. We will then let you know if a decision about your claim has been made. If further information is required to finalise your claim, the claims team will let you know.

Once a claim is approved, you should receive payment within five business days.

As always, if you’re unsure of something please contact us and take the time to read your Policy Document to understand the terms, condition, limitations and exclusions.

This is only a summary of coverage and does not include the full terms, conditions, limitations, and exclusions of the policy. You should read your Policy Document 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.

The information provided is of a general nature and is provided for information purposes only. It does not constitute financial advice in any form and should not be relied on as a substitute for obtaining professional advice that is specific to your circumstances. You should seek advice from a financial advice provider if you would like further information about whether a particular product is appropriate for you and your circumstances.

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Contact our Emergency Assistance Team

For help in an emergency, contact our Emergency Assistance Team. They are available 24 hours a day, 7 days a week.

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From anywhere in the world:
+61 2 8263 0470

From anywhere in the world:
+61 2 8292 1470

Within Australia:
1800 611 210

Contact our Claims Team

We’re here to help if you have a question about your claim. We’re available:

Contact us


Within New Zealand:
0800 666 237

From anywhere in the world:
+61 2 8256 1542

Within Australia:
1300 787 375