Before your trip, check to see if there are current travel alerts for your destination – you can also view the latest government advice.
Gaza−Israel conflict: For travellers in, or planning on travelling to, Israel or the Palestinian Territories, please see our travel alert with more information.

How long will it take once my claim is submitted?

Most avid travellers are aware that an insurance policy, whether it be The Works, The Basics and the Annual Multi Trip plans can be as important as a passport as it offers coverage should those best-laid holiday plans get thrown in disarray.

Claims can be submitted online via the My Account portal or by email.

Once your claim is submitted together with all the documentation requested, you will receive an email from us with your Claim Number - this is normally within the first two business days, but it can take a little longer during our busier season.

Before the Travel Insurance Direct team can decide on your claim, we need to review the information and documents you have provided for assessment.

Because every claim is different however, this can take up to 10 business days. If further documentation or information is required or we need to sight the originals (of the copies you have provided) we will contact you within ten business days.

If no further documentation is required, you will be notified of the decision of your claim within the same timeframe.

If your claim is approved, you should receive payment within five business days of the claim outcome letter.

Frequently Asked Claims Questions:

Need a hand?

Our Customer Service team is always available to help you to understand the policy, what you may be covered for and any documentation you need to pick up along the way. Our travel safety team at TID work to keep customers informed and publish information on major travel events on our website.

Get a quote to get your next domestic or international adventure underway today.

This is a brief summary of cover only. Cover is subject to the full terms, conditions, limitations and exclusions outlined in the Product Disclosure Statement.

Last updated: 11 October 2023

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+61 2 8256 1537 from Overseas.

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