How to make a travel insurance claim

If something goes wrong on your trip, having the right paperwork handy helps us sort your claim faster. Here’s what you’ll usually need: Proof of your trip Your flight itinerary or e‑tickets Booking confirmations for accommodation, tours, or transport Receipts for any prepaid travel costs Credit card statements Where you have used your credit card to purchase your air tickets, we are likely to need copies of the relevant transaction statement. Proof of what happened For medical claims: Medical reports or hospital paperwork A doctor’s certificate Receipts for treatment or medication For lost, stolen or damaged items: A police report (ideally within 24 hours) Airline or transport provider reports Repair or replacement quotes For cancellations or delays: Written confirmation from your airline or provider Written evidence showing why your trip was cancelled or delayed Proof of any non‑refundable expenses Your policy details Your TID policy number Your completed online claim form A copy of your passport ID page Proof of residency We need this to confirm the traveller making the claim and their address. Travel insurance tip: The more detail you can provide upfront, the quicker we can help.

We want to help you get back on your feet but sometimes claims can’t be approved. Here’s what can get in the way:

Not enough evidence

If we can’t see what happened or what you lost, it’s harder to assess your claim.

The situation isn’t covered

This could include:

• Activities specifically excluded in the PDS
• Costs above the policy limit
• Expenses that aren’t considered reasonable or necessary
• Certain items if they're checked in as luggage. 

Existing medical conditions

Our policy only provides cover for conditions listed as automatically covered where the criteria is met for each condition.

Travelling against government advice

If you go somewhere listed as “Do not travel” by the Australian Government, your cover may not apply.

General exclusions

Things like war, illegal activities, or certain global events may not be covered.

If something goes wrong because you have knowingly put yourself (or your stuff) at risk, it may affect your claim. Examples include:

Alcohol or drug-related incidents

If you’re intoxicated and an incident happens, as a result, it may not be covered.

Ignoring safety warnings

Things like:

• Swimming where it’s clearly unsafe
• Going out in severe weather
• Ignoring restricted or closed‑off areas

Extreme or risky activities not covered under your plan

Unless your policy specifically includes them, this may apply to for example:

• Activities listed as excluded in the PDS
• Professional sporting activities
• Riding a motorbike without having a full motorcycle licence that is valid both in the country of travel and in your country of residence, without wearing a helmet, or where the engine capacity is greater than 250cc

Illegal or dishonest behaviour

This includes breaking local laws or making false claims.

Not looking after your belongings

For example:

• Leaving bags unattended
• Not using available safes
• Leaving luggage or personal effects unconcealed in a parked car

This is a brief summary of cover only and does not include the full terms, conditions, limitations, and exclusions. Read the PDS before purchasing.

Once you've started your claim online and entered your expenses, you will have received an email from us telling us what documents you need to submit with your claim.

Once you have gathered all your documents, you need to log in to your online account and upload them. To do this, they must be digital copies.

Where you already have existing digital copies

In many cases such as e-tickets you may already have electronics copies (PDF files) that are likely to be stored in your email somewhere. Find them and save them for when you are ready to upload.

Where you only have paper copies

Where you've only got paper copies, such as paper receipts or hospital reports, you have three choices:

• Smartphone: Use the camera to take photos of your documents, and email them to yourself so you have them ready to upload.
• iPad: Make your claim online from an iPad, and use camera to take photos of the paper documents and upload from the iPad.
• Scanner: Use a scanner to scan your paper documents. Most printers today have a scanner built in that allows you to email the scanned file.

Remember

• Photograph each page separately.
• Documents, images and photographs must be no larger than 20Mb each.
• Check the quality of the image and make sure the images are easily read.

File Formats

We accept the following file formats:

• JPG (JPEG)
• PNG
• PDF

Have any questions?

If you’re uncertain during the claim process, read our FAQs in the customer service section of our website.

Still unsure? Contact our customer service team, they’re well-versed on all questions relating to every level of TID cover and can guide you through your travel insurance queries.

The above features and benefits area brief summary of cover only. Cover is subject to the full terms, conditions, limitations, and exclusions outlined in the Product Disclosure Statement.

• File size limits
• File formats
• Submitting your claim
• Have any questions?

Once you've gathered or created electronic copies of all your documents, log into the TID website and return to your claim. You will be taken straight to the Documents page, ready to upload your documents.

The Documents page lists all of the documents we have requested. For each document requested, if you have been able to obtain it, choose ‘YES’:

• Click Attach File
• Search your computer for the file you want to attach
• Select the file
• Click OK
• Your document will now start uploading

You can attach more than one file for each document requested, by clicking 'Attach another file'

File size limits

There is a file size limit of 20Mb per document, image, or photograph. To check the size of any your electronic copies, look at the document properties. (This is normally done by right clicking on the file and choosing 'properties'.)

File Formats

If your documents are combined into a single file, please separate them into the required specific documents listed below. If you are unable to do this, please contact us for assistance or refer to How do I create digital documents?
We accept the following file formats:

• JPG (JPEG)
• PDF

Check the quality of the image and make sure we can read them.

If you were unable to obtain the requested document, choose ‘NO’:

• You will then be given the opportunity to explain why you were unable to get the document or provide us with contact details at the relevant organisation, where they refuse to provide a document.

Submitting your claim

Depending on your claim, some documents will be mandatory while other documents may be recommended. Recommended documents are optional but beneficial and may help with your claims assessment.

Once you've uploaded all of your documents, you will be asked to review the information you've provided so far to check that you've told us everything you need to about what happened and what you are claiming. You can edit anything you need at this point until you are happy with what you've done.

Check your contact details and complete the declaration and submit the claim.

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

Have any questions?

If you’re uncertain at any point during the claims process, please don’t hesitate to check our customer service FAQs in the customer service section of our website.

If you still can’t find the answers you’re looking for then you can contact our customer service team, they’re well-versed on all questions relating to every level of TID cover and can guide you through your travel insurance queries.

Travel with confidence

Our travel safety team at TID work to keep customers informed and publish information on major events on our website. You can check out our latest Travel Alerts or get in touch with the Emergency Assistance team if you are having a medical emergency.

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