Travel Insurance Claims

To make a claim on your policy, please download a claim form from Travel Insurance Direct or for claims enquiries, please call Mondial Assistance on 1300 728 025, or email travelclaims@mondial-assistance.com.au You must post this form together with supporting documentation within 30 days of your return to:

Travel Insurance Direct Claims
PO Box 162
Toowong
Queensland 4066
Australia

What documents will I need?

When you submit your claim, you have to provide certain documents for us to be able to assess and settle your claim. For medical claims you will usually need original medical accounts and receipts and English translations of all documents. For loss of personal belongings claims you will usually need a police report, proof of ownership for the items and English translations of all documents.

What happens if I don't have original receipts?

When we receive a personal belongings claim, you have to provide proof of ownership for the lost or stolen items. We understand that you might not be able to produce such receipts for each and every item, but you still have to 'tip the balance' and should be able to provide evidence of ownership where you could be reasonably expected to have such evidence. Typically, we accept photographic evidence, warranty cards, manuals, receipts and bank or credit card statements as proof of ownership. In the end, common sense prevails and you should ask yourself does this conclusively prove that I owned this item?

How long will it take to process a claim?

This often depends on how quickly you can get the required documents to us. Once we receive all the documents a claim is processed within 10 working days.

How are claims paid?

We will pay all claims in Australian dollars and the rate of currency exchange used is the rate at the time you incurred the expense.

Emergencies

For 24/7 emergency assistance FREE CALL from the following countries:

Australia 1300 728 025
Canada 1800 214 5514
China 10800 611 0094
Germany 0800 182 7636
Hong Kong 800 900 389
Italy 800 787 451
Netherlands 0800 023 2683
New Zealand 0800 778 103
Singapore 800 6162 187
Switzerland 0800 561 361
Thailand 001 8006 121 082
United Kingdom 08000 289 270
United States 1866 844 4085

For all other countries dial reverse charge ("collect") via the local operator +61 7 3305 7499