Tuesday, March 3, 2020 11:00:00 AM

View the latest update on Coronavirus (COVID-19)

FAQS

Before you buy travel insurance

Why can't I purchase a travel policy at the moment?

Due to COVID-19, and the travel restrictions imposed by a number of governments across the world, Travel Insurance Direct has temporarily ceased issuing new policies for travel insurance.

This change is effective close of business on Wednesday 1 April 2020.

At this stage we can't say with certainty when we will be able to start selling international travel insurance again. We will continue to monitor the situation closely and will advise travellers once we resume issuing new travel insurance policies.

We apologise for any inconvenience this causes and understand you will have questions about what this means for your individual circumstances. You may already find the answers to common questions in our FAQs, and we will continue to update these as soon as possible.

Published 27 March 2020

When will I be able to purchase a policy again?

At this stage we can't say with certainty when we will be able to start selling international travel insurance again. Our first priority is making sure our existing customers are safe and assisting them in these difficult times. We will continue to monitor the government warnings.

Updated 8 April 2020

What if I am still intending to travel?

If you're are continuing your journey, contact your airline 72hrs before your flight. Check if it has any special requirements you will need to meet prior to travel. Some airlines may require a medical clearance or confirmation that you are a resident or citizen of the county you are intending to enter or transit through.

Make sure you are able to enter your intended destination as there may be additional entry requirements. This may also apply to any countries you are required to transit through, so please ensure you check all destinations or transit locations. Check whether your intended destination has any quarantine or self-isolation requirements and if all services are available. Find out if you are you still able to access your accommodation and buy food.

As advised in our prior travel alerts we will not provide you with cover for any loss or event related to the coronavirus, COVID-19, all "Do Not Travel" bans or or government restrictions or recommendations. Loss related to these events ceased to be covered from the date they became known events. Please consider your PDS or policy wording for full details of what events are insured under your travel insurance policy before you choose to continue your journey or choose to travel as this decision may also effect or limit cover for insured events.

Updated 8 April 2020

Is cover available before the cut-off date?

Cover may be available under the policy if your trip is affected, as you have purchased before the cut-off date. Cover is subject to all terms, conditions, limitations and exclusions of the policy wording, including exclusions such as: travelling against government warning, change of mind, delay or detention by a government official, or loss arising from government intervention or regulation.

You can find our current policy wording here, for policies purchased prior to 1 August 2019 please check the PDS provided with your purchase. You can contact us if you need this sent to you again.

Published 14 March 2020

Is cover available after the cut-off date?

We feel it is important that customers are aware that we consider COVID-19 to be a known event, as the cover offered by the policy is for unforeseen events. Policies purchased after the cut off time will not offer cover for claims arising from or relating to COVID-19.

Published 14 March 2020

Is cover available if I am advised by my doctor not to travel?

If you have cancel your trip, contact the providers that you have booked through, and see if you are able to obtain a refund for your arrangements.

Along with other terms, the policy includes an exclusion for you or a member of your travelling party deciding not to continue with the trip.

Our policies can offer cover if you are unfit to start or continue your trip due to being diagnosed with a sudden illness or serious injury.

You can find information about existing medical conditions here.

Published 14 March 2020

Why is the cut off for COVID-19 not in the PDS?

The PDS contains the terms, conditions limitations and exclusions of the cover. When you purchase cover, the wording that is effective at the time you purchase will be the wording that any claim you submit will be considered under.

You can find our current policy wording here, for policies purchased prior to 1 August 2019 please check the PDS provided with your purchase. You can contact us if you need this sent to you again.

We don't publish an alert for every event, however, travel alerts are made to inform our travellers of current events occurring around the world which may have a significant impact on travel, such as COVID-19, and these are displayed on our home page.

We feel it is important that customers know that we consider COVID-19 to be a known event, as the cover offered by the policy is for unforeseen events.

Published 14 March 2020

Why is the information not listed on your App?

We do currently have a link to our latest Travel Alerts under the 'Get Help' section of the App homepage. As we consider this important information, we are looking into making this more readily accessible.

We don’t publish an alert for every event; we consider COVID-19 to be a known event, and the cover offered by the policy is for unforeseen events.

Published 14 March 2020

Am I covered for medical due to COVID-19?

If your policy was purchased before the cut-off date, overseas medical expenses can be covered as per the policy wording, along with additional expenses for travel and accommodation.

If you become ill while travelling, contact nib International Assistance for support and guidance. If you are out of pocket for any medical treatment that you receive during your trip, we welcome you to submit a claim. All claims are assessed against the policy terms, conditions, limitations and exclusions based on individual circumstances.

Published 14 March 2020

If you are currently travelling

I'm experiencing a medical emergency and need help

If you're experiencing a medical emergency and need medical help, contact our 24/7 Emergency Assistance team who can help direct you to or help you obtain medical help, and if medically necessary they can work with local authorities to repatriate you home, subject to the terms and conditions of your policy.

Published 8 April 2020

Can I still extend my policy? What's the process for extending a current policy and, if it was initially purchased prior to the cutoff date, will it cover COVID-19? I want to get an extension as I'm stuck overseas – how do I do this?

This does not change the terms of your policy and you can still extend if you meet the eligibility criteria. Please note your cover may be effected if you alter your policy. As advised in our prior travel alerts we will not provide you with cover for any loss or event related to the coronavirus, COVID-19, all "Do Not Travel" bans or or government restrictions or recommendations. Loss related to these events ceased to be covered from the date they became known events. Please consider your PDS or policy wording to understand the impact before you alter your policy.

If you're not eligible for an extension and wish to continue travelling, be aware you may not be able to purchase any more cover with us.

Published 27 March 2020

I have a current policy with you – does this change?

No. Your current policy is still valid under the terms and conditions of the plan you have purchased. Our decision to stop issuing new policies for travel does not change the terms of your existing policy.

Published 27 March 2020

I need to get home and suspend my trip, as my plans have been cancelled

If you're on your trip and your holiday or tour has been cancelled, and you need to get home, there are a number of things you can do:

  1. Speak to your agent, airline, cruise line or tour operator to see if they can help rearrange your tickets. Many operators are offering refunds, and vouchers, without charging fees, to help travellers get home or where they need to be, as flights are cancelled and travel bans are imposed. 
  2. Many governments, including Australia, New Zealand, UK and Ireland, have placed 'Do Not Travel' warnings on many, and in some cases, all destinations and we expect to see more in the coming weeks. We recommend you check your government’s travel advisory website. In addition, there may be 'Do Not Travel' warnings to certain regions. While there are many bans and restrictions being imposed between countries, most are allowing their own citizens to come home, although you may be subject to quarantine measures when you do arrive home.
  3. This is a rapidly changing situation and governments may change their travel advice and bans at a moment’s notice. Make sure you stay informed about what is happening and follow the advice of local authorities.
Can I claim my additional expenses?

Whether or not your additional expenses are covered under your policy depends on the plan you purchased, when you bought your policy or extended it, and when you made your bookings.

As advised in our prior travel alerts we will not provide you with cover for any loss or event related to the coronavirus, COVID-19, all "Do Not Travel" bans or or government restrictions or recommendations. Loss related to these events ceased to be covered from the date they became known events. Please consider your PDS or policy wording for full details of what events are insured under your travel insurance policy as this will depend on the plan you’ve purchased, when you bought your policy, and your individual circumstances.

You can continue to submit a claim as per the terms and conditions of your policy. We recommend you keep your receipts to support any claim you make, and try to minimise your expenses as much as possible. As there’s a lot of concern over COVID-19 we are experiencing high volumes of enquiries, so if you have any claims-related questions it's best to contact us and we'll get back to you as soon as we can.

How can you help?

Our 24/7 emergency assistance team members are available to help get you in touch with local authorities, direct you to embassies and keep you updated on the situation. We have a number of Frequently Asked Questions (FAQs) about how COVID-19 may impact your travel plans.

Published 27 March 2020

Should I return home or continue on my trip?

Many people are unsure whether they should continue their holiday plans or cancel and return home. We can’t advise what's best for you, but we do suggest you stay informed about what is happening in regards to COVID-19 in your local region and where you’re planning to travel to.

If you haven’t already, it’s a good idea to:

  1. Speak to your airline or travel operator to confirm your travel arrangements have not been disrupted.
  2. Check your government’s travel advisory website and that there are no warnings, bans or quarantine requirements in place for where you're planning to travel to. Be aware these are updated regularly and changing very quickly at the moment, so check back daily to stay abreast of any changes.
  3. Make sure you stay informed about what is happening by watching and listening to local and international media, and follow local authorities’ advice and directions.

As advised in our prior travel alerts we will not provide you with cover for any loss or event related to the coronavirus, COVID-19, all "Do Not Travel" bans or or government restrictions or recommendations. Loss related to these events ceased to be covered from the date they became known events. Please consider your PDS or policy wording for full details of what events are insured under your travel insurance policy before you choose to stay where you are as this decision may also effect or limit cover for insured events to the extent your loss is exacerbated by them.

I'm experiencing a medical emergency and need help

If you're experiencing a medical emergency and need medical help, contact our 24/7 Emergency Assistance team who can help direct you to or help you obtain medical help, and if medically necessary they can work with local authorities to repatriate you home, subject to the terms and conditions of your policy.

Published 27 March 2020

I've already left on my trip and the country I'm travelling to has been declared a "Do Not Travel" region – what do I do?

If you're on your trip and your destination has been declared a 'Do Not Travel' area, then you need to decide whether to continue to that destination or not. A 'Do Not Travel' warning is issued following very careful consideration by the respective government, and travelling against such warnings will affect any cover that may be available under your policy.

If you decide to cancel and return home you should:

  1. Speak to your airline or travel operator to see if they can help rearrange your flights. Airlines are working to help many of their travellers get home or where they need to be, as flights are cancelled and travel bans imposed. 
  2. Many governments including Australia, New Zealand, UK and Ireland have placed 'Do Not Travel' warnings on many, and in some cases all destinations and we expect to see more in the coming weeks. We recommend you check your government’s travel advisory website. In addition, there may be 'Do Not Travel' warnings to certain regions. While there are many bans and restrictions being imposed between countries, most are allowing their own citizens to come home, although you may be subject to quarantine measures when you arrive home.
  3. If you’re trying to travel to another destination, check that there are no bans in place before you make any travel bookings.
  4. This is a rapidly changing situation and governments may change their travel advice and warnings at a moment’s notice. Make sure you stay informed about what is happening and follow local authorities’ advice and directions.
Can I claim my additional expenses?

Whether or not your additional expenses are covered under your policy depends on the plan you purchased, when you bought your policy or extended it, and when you made your bookings. As advised in our prior travel alerts we will not provide you with cover for any loss or event related to the coronavirus, COVID-19, all "Do Not Travel" bans or or government restrictions or recommendations. Loss related to these events ceased to be covered from the date they became known events. Please consider your PDS or policy wording for full details of what events are insured under your travel insurance policy before you choose to stay where you are as this decision may also effect or limit cover for insured events to the extent your loss is exacerbated by them. You can continue to submit a claim as per the terms and conditions of your policy. We recommend you keep your receipts to support any claim you make, and try to minimise your expenses as much as possible.

Please note as there's a lot of concern over COVID-19 we are experiencing high volumes of enquiries, so if you have any claims-related questions it’s best to contact us and we'll get back to you as soon as we can.

If it's urgent please contact us.

If you decide to go anyway:

Many of our policies have general exclusions around travel to destinations with government warnings. You'll need to check your policy and your home country’s government travel warnings (or the warning of the government department noted in your policy, if different to your home country) to better understand how these may affect you and your travel insurance coverage in these regions.

If your policy has an exclusion for travel to a country or region where the government has issued a 'Do Not Travel' warning, and you choose to travel there, no cover is available in any event under any section of your policy.

Published 27 March 2020

Should I let anyone know I am travelling?

Register your travel with the appropriate authority, (eg. Smartraveller) or contact your country’s consulate to update them on where you are and if you need assistance. It may be able to provide advice on closed boarders and any quarantine laws that may apply.

Published 27 March 2020

Will I be able to access health care while I am traveling?

If you need to access a health care provider for any illness or injury, you may be required to undergo a coronavirus (COVID-19) test. These tests may be expensive and if you are asymptomatic (you don’t have any symptoms), it may be difficult to obtain a test. The nib Assist team will be able to direct you to an appropriate provider in your area.

Remember at this time, the health care systems of all countries are being inundated and services may be limited or have additional access requirements. If you are needing to access treatment or medical services, we recommended calling ahead to the provider to understand any requirements or contacting nib Assist for direction to the most appropriate facility in your destination..

Published 27 March 2020

If you want to cancel or change your policy

How do I change the dates of my travel insurance policy?

If you are a member with Travel Insurance Direct, you can extend your policy start date via your membership and get instant confirmation. If you’re not a member, you can become a member or contact us and we will help you change the dates. There are limits on how far in advance you can move your policy – our service team can advise or check your policy for more information.

Please be aware we are experiencing high volumes of calls so there may be longer than usual wait times.

Published 27 March 2020

I would like to cancel my policy and get a refund as I won't be travelling.

If you’ve had to delay your travel until a later date, you can change your policy dates to match, ensuring you’ll still have travel insurance coverage for your travel for non COVID-19 or Do Not Travel related claims under the normal terms and conditions of your policy.

If you’ve cancelled your holiday plans

All our policies are subject to a period within which you may cancel your policy without any penalty (known as the cooling-off period). You have up to 14 days from the time you are issued your Certificate of Insurance to decide if the cover is right for you.

How does this period work?

If you request to cancel your policy with Travel Insurance Direct within this period, we will refund your premium as long as you aren't using your policy in any way. This means that:

  • the departure date hasn’t started; and
  • you have not yet left home or started your trip (and if you purchase your policy while already overseas, to start the same day, we consider that you have started your trip)
  • you have not and will not make any claim; and
  • you will not exercise any right/s under the policy.
How do I cancel my policy during this period?

If you are eligible to cancel your policy during this period, you can cancel it by:

If you’re outside of the cooling off period and want to cancel your policy

If you're unable to travel due to COVID-19 and the related travel restrictions, you can request a credit using this online form, and we will ask our underwriting team to review your request. We have received a high volume of enquires, so we will be in touch as soon as possible with the outcome of this review.

Updated 21 April 2020

If you have made or want to make a claim

Had your claim denied? Find out about common reasons for this and what to do next.

At Travel Insurance Direct we’re working hard to help travellers who have been affected by the coronavirus (COVID-19) and associated Do Not Travel warnings and travel bans from many government agencies around the world.

We understand you may have already made a claim with us but don’t understand why it’s been declined.

While we’re very busy, please be assured we’re continuing to take the time to assess each claim on its individual circumstances. Your policy can only ever cover those events outlined in your policy that happen after you purchase (and after any applicable waiting period), and while your policy is active.

How do I know why my claim was denied?

If your claim is declined, we’ll always explain why this is the case.

You will receive an email or a letter explaining the decision – sometimes it’s a document attached to an email, so always double check if you don’t see it right away. That communication should clearly outline the reason for the decision and will refer to the policy wording to explain why and will provide the details of our complaints process.

If you have any questions about the decision, or believe something has been overlooked, please don’t hesitate to contact your Claims Officer to ask.

Our FAQs on the claims process may also help answer any of your questions relating to coronavirus (COVID-19).

What are the reasons my coronavirus (COVID-19) claim may be denied?

Some of the most common reasons for declining claims relate to existing medical conditions, and this obviously will include coronavirus (COVID-19) claims.

Existing or pre-existing medical conditions:

Trying to make a claim related to coronavirus (COVID-19) can be quite a confusing topic as it is an unprecedented issue affecting so many people. The exact definition of what is an existing medical condition is provided in the policy wording but understanding how it applies to your individual situation is often difficult. The simplest way to think about it is based on what you knew at the time of the policy. In current times, especially with coronavirus (COVID-19), if you had symptoms and you we’re aware that something was wrong, that’s a good indication your condition is an ‘existing’ condition. Likewise, some other medical conditions never go away – like heart disease – and while they may be well-controlled by medication, they are still ‘existing’ at the time you bought the policy.

We strongly recommend that you read the policy and any emails from your Claims Officer. If you’d like clarification, you can always give your Claims Officer a call and ask for a clearer explanation.

After Cut-Off Period

On 31 January, we recognised the coronavirus outbreak was becoming a global issue and would have a significant impact on people’s upcoming travel. Due to weeks of media reports about the coronavirus as well as the WHO’s declaration of a Public Health Emergency of International Concern, we made a decision to restrict cover on our policies – in other words, you could buy a policy and be provided cover for the usual benefits (injuries and illnesses overseas, stolen luggage, etc.) so long as the claim wasn’t related to coronavirus. On that date, we placed clear notices on our website stating the restriction on cover.

General Exclusions:

Some policies have a specific exclusion, which means that claims relating to coronavirus will not be covered. If your policy has this exclusion, and it is the reason your claim is denied the letter provided to you will confirm this, and let you know where in the policy you can locate this information if you wish to refer to the PDS.

Outside Scope of Policy:

Our policies only cover specific events, and what you’re claiming for may not be one of those events. This may particularly be the case for people who are overseas.

While we do try to provide a range of cover across a variety of circumstances, we can’t cover every possible scenario, and in some cases the policy simply wasn’t designed to cover the event. These are unprecedented times, and each situation is unique.

If your claim has been declined for this reason, we recommend you read the letter provided closely, as it should explain in some detail why the circumstances of your claim don’t fit within the policy coverage. Because each of these is likely to be quite individual, please don’t hesitate to make contact with your Claims Officer if you’d like clarification on the outcome.

I still don’t agree with your assessment – what can I do now?

If you are not satisfied with the assessment of your claim or any aspect of your relationship with us, you can find out more about our complaints process at the bottom of your outcome letter, our website or your Product Disclosure Statement.

Published 16 April 2020

What can I claim?

At Travel Insurance Direct, our travellers come first, especially in such challenging times as now with coronavirus (COVID-19) and the associated government travel warnings and bans affecting so many people. If something goes wrong while traveling, you can lodge a claim and we’ll review and assess your claim in accordance with your policy, taking into account your unique circumstances. And if we do deny your claim find out more about why and other options.

Can I make a claim for anything?

It’s possible to submit a claim for any set of circumstances, including issues arising from coronavirus (COVID-19), but your claim will be assessed based on the coverage available to you in your policy. Your policy can only ever offer cover for those events outlined in your policy that happen after you purchase (and after any applicable waiting period), and while your policy is active.  

Claims can be lodged against any of the benefit types listed in your policy as relevant to the circumstances – these may include:

  • Overseas medical
  • Overseas dental
  • Baggage
  • Medical repatriation
  • Cancellation; and
  • If the worst has happened and a relative has died, you may be able to lodge a claim for the cost of returning their remains or their funeral overseas.

Our policies offer cover for specific events, and certain types of expenses. Exactly what’s covered depends on your country of residence, which plan you purchased, and what is outlined in your policy terms, conditions, limitations and exclusions. You may also have an excess (AKA ‘deductible’) applied to your claim.

As with all insurance, there are also policy limits and exclusions that may apply. It’s always worth reading the policy to get a better understanding of exactly what you’re covered for.

How much can I claim?

Please remember that different sections of your policy will have different limits. As a good guide, near the beginning of your policy wording, you can find a table that shows all the limits under the relevant sections. Limits are different depending on the plan you have chosen, so be sure to read your policy carefully. Luggage claims may also have limits on both individual item amounts and overall totals, and your items may be depreciated (i.e. covered for their market value) rather than the original purchase price.

We are here to help you get a better understanding on policy limits and on how much you can claim. As always, if you’re unsure of something please contact us and take the time to read your policy to understand the terms, condition, limitations and exclusions.

Published 16 April 2020

I have no/limited internet access. How do I submit a claim?

We get that at times you might not have access to internet, or you’ll be in a location where Wi-fi is unreliable. If you find yourself in this situation, please do the following:

Step 1: Get your paperwork together

To settle your claim, we are going to need certain documents and evidence from your travels as well as the event that caused your claim.

Step 2: Download and complete a claim form

For us to process your claim as quickly as possible, it's important that you complete all the relevant sections of this form with as much detail as you can. If you don’t have access to a computer, you can contact us and we can send a claim form to you.

Step 3: Send us your claim

Please check through your form thoroughly and then send your completed claim form together with original supporting documents and keep a copy for your records.

  • The fastest way to submit a claim is by email.
  • Scan or photograph all pages of your claim form.
  • Scan or photograph all supporting documents.
  • Attach your claim form, photographs and supporting documents (max file size 10Mb) to an email with your policy number as the subject.

Email the claim to: [email protected]

Alternatively, mail your documents to: Travel Insurance Direct, Level 18, 1 Farrer Place Sydney, NSW 2000.

Soon after you've lodged your claim, we'll email you a confirmation with a reference number, so you can keep track of your claim's progress.

Due to the coronavirus (COVID-19), we are currently experiencing much higher than usual volumes of claims coming through to us. As a team, we are working to review all claims within 10 business days, however there are some instances where there have been some delays. We want to thank you in advance for your patience.

5 tips to better claims
  1. You can complete this PDF electronically by typing into the fields.
  2. If you complete by hand, please write clearly.
  3. Make sure you sign the claims form.
  4. Make sure you send us all your supporting documents. If in doubt, tell us more not less.
  5. If posting your claim, take copies of everything and send it recorded delivery.

Published 16 April 2020

I have a claim form, but I cannot physically sign in. Do you accept electronic signature?

If you are having trouble signing off your documents, there is a possibility that you can supply us with an electronic signature.

However, be aware that an electronic signature will only be accepted if the verification of ID process associated with the electronic signature is correctly followed and the consent requirements are met.

Alternatively, if you have access to a printer, you can download the documents, print them, and mail your documents to:Travel Insurance Direct, Level 18, 1 Farrer Place, Sydney, NSW 2000

Soon after you've lodged your claim, we'll email you a confirmation with a reference number, so you can keep track of your claim's progress

Due to the coronavirus (COVID-19), we are experiencing much higher than usual volumes of claims coming through to us. As a team, we are working to review all claims within 10 business days, however there are some instances where there have been some delays. We want to thank you in advance for your patience.

Published 16 April 2020

I have a claim form but cannot physically sign and I have no access to electronic signature. What are my options?

We are here to help when you don’t have access to a computer or internet and you need to urgently make a claim.

Contact our customer service team as we need to have the call recorded. A team member can call you back and read the declaration to you over the phone and obtain your verbal consent and the appropriate verification process.

Published 16 April 2020

I can download a claim form and edit PDF. Can I submit without a signature and what will the assessor do?

If you can download the form but can’t sign it, you can contact our customer service team as we will need to have the call recorded. A team member can call you back and read the declaration out to you over the phone and obtain your verbal consent and the appropriate verification process.

Published 16 April 2020

I am having issues with updating/submitting my claim. What can I do?

If you are having trouble submitting a claim, then there are several things we can help you with. Firstly, thanks for your patience, especially in these testing times as we handle many claims related to coronavirus (COVID-19).

If you're having trouble submitting a claim online, it may be due to a few known reasons. Each can be solved by following the steps below:

1. Your policy isn't showing in your existing membership

If you purchased your policy as a guest (or with a different email address) and you have already set up a membership, the policy won't show up in your membership. Simply email or contact our customer service team, advise them of your policy number and they'll be able to merge your policy into your membership.

2. You don't have a membership

You will need to set up a membership to submit a claim online. If you don't have a membership, you can create one here.

3. You're having issues sending documents online

If you have already started your claim and you're having trouble submitting your documents through our website, try contacting our customer service team as we need to have the call recorded. A team member can call you back and read the declaration to you over the phone and obtain your verbal consent and appropriately verify your identity.

4. The website is just not working!

Sometimes our website just doesn't want to play ball. If you’ve tried over a short period of time using a new browser or device and it still doesn't work, then please contact our customer service team as we need to have the call recorded. A team member can call you back and read the declaration to you over the phone and obtain your verbal consent and appropriately verify your identity.

If the team is busy, a team member will call you back and get you to read the declaration out over the phone and obtain your verbal consent.

Due to the coronavirus (COVID-19), we are currently seeing aexperiencing much higher than usual volumes of claims coming through to us. As a team, we are working to review all claims within 10 business days, however there are some instances where there have been some delays. We want to thank you in advance for your patience.

Published 16 April 2020

What are my options to send my documents to support my claim?

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

Once you have gathered together all your documents, you need to log back in to your membership page and upload or mail them. Options to send us your documents include:

Where you already have existing digital copies

In many cases such as e-tickets, you may already have electronic copies (eg. PDF files) that are likely to be stored in your email somewhere. This is a head start. Find them and save them to a convenient location for when you are ready to upload.

When you only have paper copies

When you’ve only got paper copies, such as receipts or hospital reports, you have two choices:

By far the easiest way to do this is to get out your smartphone if you have one and use the camera to take photographs of them and then email them to yourself directly from the camera so you have them ready to upload.

Another easy way to do this is to make your claim online from an iPad and then use the camera of the iPad to take photographs of the paper documents and upload them from it.

The last option is to find a scanner to scan your paper documents. Many if not most printers today have a scanner built in that allows you to email the scanned file.

Please remember:

  • Photograph each page separately.
  • Photographs for scans must be no larger than 5Mb each.
  • Check the quality of the image and make sure we can read them.

We accept the following file formats:

  • JPG (JPEG)
  • PDF
  • Doc or Docx (Word)
  • TXT (Text).

Soon after you've lodged your claim, we'll email you a confirmation with a reference number, so you can keep track of your claim's progress.

Due to the coronavirus (COVID-19), we are currently experiencing much higher than usual volumes of claims coming through to us. As a team, we are working to review all claims within 10 business days, however there are some instances where there have been some delays. We want to thank you in advance for your patience.

Published 16 April 2020

I’m stuck overseas or can’t travel home due to coronavirus (COVID-19) travel bans. Can I make a claim?

We understand you might be stuck overseas due to coronavirus (COVID-19) travel bans or local governments imposing strict quarantines to travellers. This will mean you may be away for an extended period of time, so our claims system allows you to submit claims and liaise with our claims team while you are still travelling.

You can log in to your membership page to start the process and follow the prompts to submit your claim. As always, if you’re unsure of something please contact us and take the time to read your policy to understand the terms, condition, limitations and exclusions.

Published 16 April 2020


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