What supporting documents will I need?

With online claims we don't ask for any documents that we really don't need. So the best way to find out exactly what documents we do need in your specific circumstances is to start an online claim. Your answers to the questions we ask you about your claim determine what documents you'll need to provide.

As a general rule, we need up to four different types of documentation:

  • Receipts or Invoices

    Proof of purchase or ownership for any expenses or items you are claiming for.

  • Proof of Travel

    We need this to confirm the dates and location of your travel. (e.g. itinerary, ticket bookings, hotel confirmations)

  • Official Reports

    To verify the facts of your claim, we need to independently verify what happened on your claim. This means that if something is stolen, you must provide us with documentation confirming must you’ve reported it to the police or the relevant officer if it happened on public transport. If you lose something at your hotel, report it to the hotel. If you are ill, go to the doctor (or a legally qualified medical practitioner). They can then provide us with independent written confirmation of the event that led to your claim.

  • Credit Card Statements

    Where you have used your credit card to purchase your air tickets, we are likely to need copies of the statements.

All documents need to be provided in English.

Please refer to the PDS available on our website for further information about the benefits, terms, conditions, limitations and exclusions that apply.

Last updated: 26 October 2021

How can we help?

Talk to us

1300 843 843 from Australia or
+61 2 8256 1537 from Overseas.

Monday to Friday
8:00am - 8:00pm

Saturday
Closed

Sunday
Closed

Get in contact with us

Contact us

In an Emergency

Call +61 2 8256 1523
Worldwide 24/7