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. Where you have used your credit card to purchase tickets, we may 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 benefit 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 claims arising directly or indirectly from a pre-existing medical condition if that condition has been disclosed to us and we have agreed in writing to cover it. Approved pre-existing medical conditions will be listed on your Certificate of Insurance or Medical Terms of Cover document. We don’t offer automatic cover for pre-existing conditions; you must disclose any pre-existing medical conditions and receive written agreement before any claim made for a pre-existing condition is covered.

Travelling against government advice

If you go somewhere listed as “Do not travel” by the Australian Government, you may not be covered.

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 or without wearing a helmet

Illegal or dishonest behaviour

This includes breaking local laws or making false claims.

Not looking after your belongings

For example:

• Leaving bags unattended
• Leaving luggage or personal effects unconcealed in a parked car

This is a summary of cover only and does not include the full terms, conditions, exclusions, limits and applicable sub-limits. Read the PDS before purchasing.