For information relating to policies purchased prior to 18 May 2022, please check the Policy Document provided with your purchase. You can contact us if you need this sent to you again. For policies purchased on or from 18 May February 2022 please see below.

Thanks for your patience. If you're having trouble submitting a claim online, it may be due to a couple of known reasons. Each one can be solved by following the steps below:

1. Your policy isn't showing in your existing membership

If you purchased your policy as a guest (or with a different email address) and you have already set up a membership, the policy won't show up in your membership. Simply email or contact our claims services team, advise us of your policy number and they'll be able to merge your policy into your membership.

  • Email to: [email protected]
  • Phone: 1300 787 375 (within Australia)
  • Within New Zealand: 0800 666 237
  • From anywhere in the world: +61 2 8263 0400
  • Fax: +61 2 8263 0494

2. You don't have a membership

You will need to set up a membership to submit a claim online. If you don't have a membership, you can create one.

3. You're having issues sending documents online

If you have already started your claim and you're having trouble submitting your documents through our website. Try contacting our claims services team as we will need to have the call recorded. A team member can call you back and read the declaration out over the phone and obtain your verbal consent and appropriately verify your identity.

  • Within New Zealand: 0800 666 237
  • From anywhere in the world: +61 2 8263 0400
  • If you're having trouble submitting or accessing a claim you can download a claims form.

4. The website is just not working!

Sometimes our website just doesn't want to play ball. If you’ve tried over a short period of time using a new browser or device and it still doesn't work, then please contact our claims services team as we will need to have the call recorded. During the phone call a team member a team member can read the declaration out over the phone and obtain your verbal consent as well as appropriately verify your identity.

  • Within New Zealand: 0800 666 237
  • From anywhere in the world: +61 2 8263 0400

If the team is busy they will call you back and get you to read the declaration out over the phone and obtain your verbal consent on a recorded line.

This is only a summary of cover and does not include the full terms, conditions, limits, and exclusions of the policy. You should read your Policy Document in full, so you understand what is and isn’t covered. If you are unsure about your level of travel cover, please contact us for help.


Related Articles

View more

Can't find the answer you are looking for?

Contact us
  • All contact details
  • Emergency Assistance Contact
  • Claims contact

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.

Contact us

Phone

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

Phone

Within New Zealand:
0800 666 237

From anywhere in the world:
+61 2 8256 1542

Within Australia:
1300 787 375