A guide to travel insurance claims

Did something go wrong while you were overseas? Read these tips to give yourself the best chance of making a successful claim.

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Key takeaways

  • With the right preparation, making a travel insurance claim doesn't have to be stressful.
  • Having the right level of cover is key, as is keeping all of your paperwork.
  • Getting on the phone to your travel insurer as soon as possible is crucial.

How to make a travel insurance claim

Making a travel insurance claim tends to happen when things go wrong, so it's not always a nice experience. However, with a little bit of know-how and preparation, you can save yourself a lot of time, energy and tears.

This guide will go through everything you need to know about making a travel insurance claim, from preparation to making a claim when you get home.

Preparing for a claim before you travel

Proper preparation prevents poor performance - as with life so goes travel insurance...or something like that. Point is, getting your ducks in a row before you leave will make making a successful travel insurance claim easier and less stressful when the time comes.

  • Get the right cover: Assess your travel plans and select a policy that offers comprehensive coverage for your specific needs, including medical emergencies, lost luggage and trip cancellations. Consider additional coverage for activities like winter sports or extreme sports as you need it.
  • Declare any pre-existing conditions: Disclose any health conditions to your insurer, ensuring they're covered under your policy. Provide detailed information about the condition, including diagnosis, treatment history and medication.
  • Read your policy information: Understand the terms, conditions and limitations of your policy, including excess fees, waiting periods and exclusions. Review the policy document carefully or seek clarification from your insurer if needed.
  • Document your belongings: Create a detailed inventory of your belongings, including photos and receipts, to support your claim in case of loss or theft. Consider using a travel insurance app to document your valuables and track their location.
  • Print out your certificate of insurance: Carry a physical copy of your insurance certificate, as it may be required for medical treatment or other emergencies. Additionally, consider saving a digital copy to your phone or cloud storage.
Joshua Godfrey's headshot
Travel insurance for peace of mind

"I've not had to make a travel insurance claim yet, but I know it's just a matter of time with how often I travel. I always make sure my travel insurance policy covers everything I need it to - when I went to New Zealand recently I made sure bungee jumping was included. That way I have the peace of mind that if I need to make a claim, it'll probably be successful."

Insights analyst

Travel insurance claims for a medical emergency

If you experience a medical emergency while traveling, seek immediate medical attention before you thinking about insurance - your wellbeing is more important! Once things are stable, contact your insurer. Be prepared to provide detailed information about the incident, including:

  • Medical reports: Get detailed medical reports from the treating physician, including diagnosis, treatment provided and prognosis.
  • Treatment costs: Collect all receipts and invoices related to medical expenses, including hospital fees, doctor consultations, medications and ambulance services.
  • Additional expenses: Document any additional costs incurred due to the medical emergency, such as accommodation, transportation and lost wages.
  • Emergency contact information: Provide your insurer with the contact information of your emergency contacts, who can assist with the claims process if needed.

Medical travel insurance claims (non-emergency)

For non-emergency medical expenses, such as routine check-ups or prescription refills, you can submit a claim to your insurer after returning home. Gather all relevant documentation, including:

  • Medical bills: Collect all original medical bills, including itemised statements, to support your claim.
  • Prescriptions: Keep copies of your prescriptions and pharmacy receipts to document the cost of medications.
  • Medical certificates: Obtain any necessary medical certificates or reports to verify the need for treatment.
  • Proof of payment: Provide evidence of payment for medical expenses, such as bank statements or credit card statements.

Claiming for lost luggage

In case of delayed luggage, obtain a delay certificate from the airline. Contact your insurer and provide them with the delay certificate, along with:

  • Detailed inventory: Create a detailed list of the lost items, including brand names, model numbers and purchase prices.
  • Receipts: Provide receipts for any essential items purchased due to the delay, such as toiletries, clothing or medication.
  • Airline documentation: Provide the airline's confirmation of the delayed luggage and any communication regarding the expected delivery time.
  • Proof of additional expenses: Document any additional costs incurred due to the delay, such as accommodation or transportation expenses.

Travel Insurance Claims for Theft

If your belongings are stolen, report the incident to the local authorities and obtain a police report. Contact your insurer and provide them with the police report, along with:

  • Detailed inventory: Create a detailed list of the stolen items, including brand names, model numbers and purchase prices.
  • Receipts: Provide any receipts or proof of purchase for the stolen items.
  • Photos: Include photos of the stolen items, if available.
  • Police report: Provide a copy of the police report detailing the theft incident.
  • Passport copy: Provide a copy of your passport to verify your identity and travel details.

Making a Claim for Flight Delays

If your flight is significantly delayed, collect any relevant documentation, such as:

  • Boarding passes: Keep your boarding passes as proof of your flight itinerary.
  • Delay confirmation: Obtain written confirmation from the airline regarding the delay and the reason for it.
  • Receipts: Keep receipts for any additional expenses incurred due to the delay, such as meals, accommodation or transportation.
  • Proof of missed connections: If the delay caused you to miss a connecting flight, document the impact on your travel plans.

Making a Claim for Trip Cancellations

If you need to cancel your trip due to a covered reason, such as illness or a natural disaster, contact your insurer immediately. Provide them with:

  • Medical certificates: If the cancellation is due to illness or injury, provide medical certificates from your doctor.
  • Official notices: If the cancellation is due to a natural disaster or other unforeseen circumstances, provide official notices or news articles as evidence.
  • Proof of expenses: Provide any receipts or documentation for non-refundable expenses, such as airline tickets, hotel bookings or tour packages.

Disputing a Travel Insurance Claim Denial

If your claim is denied, review the reasons provided by the insurer. If you believe the denial is unjustified, consider the following steps:

  • Review your policy: Carefully review your policy document to ensure that your claim falls within the coverage limits and terms and conditions.
  • Gather additional evidence: Collect any additional documentation or evidence to support your claim, such as medical reports, police reports or witness statements.
  • Contact your insurer: Contact your insurer to discuss the reasons for the denial and to provide any additional information or documentation.
  • File a formal appeal: If you are not satisfied with the insurer's decision, file a formal appeal in writing, outlining your reasons for disputing the denial and providing
  • supporting evidence.

  • Seek legal advice: If your claim is still denied after the appeal process, consider consulting with a legal professional to explore your options.

How long do I have to make my claim?

Not every travel insurance company is as good at approving claims quickly. The table below has all the info you need.

BrandHow long do I have to make a claim?How long do claims usually take to be resolved?
Medibank Travel Insurance

Medibank

Within 60 days of the return date shown on your Certificate of Insurance. Varies depending on the nature of the claim and whether you have provided the necessary supporting documents.
Freely Travel Insurance

Freely

Within 60 days of the return date shown on your Certificate of Insurance. Within 10 business days upon the receipt of a completed claim with necessary supporting documentation.
Stella travel insurance logo

Stella

You must give notice of your claim as soon as possible. Within 10 business days upon the receipt of a completed claim with necessary supporting documentation.
Zoom logo

Zoom

30 days from when you return home. Within 10 working days of all necessary documentation being provided.
Fast Cover

fastcover

30 days from when you return home. Within 10 business days upon the receipt of a completed claim form with necessary supporting documentation.
Insure4Less Travel Insurance Logo

Insure4less

No later than 31 days after the expiry of the trip during which the claim occurred. Within 10 business days upon the receipt of a completed claim with necessary supporting documentation.
Travel Insuranz Travel Insurance Logo

Travel Insuranz

No later than 31 days after the expiry of the trip during which the claim occurred. Within 10 business days upon the receipt of a completed claim with necessary supporting documentation.
insureandgo

InsureandGo

Up to 30 days after completion of your travel. Within 10 business days of all necessary documentation being provided.
Tick Logo

Tick

Up to 30 days after completion of your travel. Within 10 business days of all necessary documentation being provided.
World2Cover Logo

World2cover

Full details should be submitted within 30 days of your return. Within 10 business days of all necessary supporting documentation being provided.
Covermore logo

Cover-More

Within 60 days of the return date shown on your Certificate of Insurance. Within 10 business days of all necessary supporting documentation being provided.
Southern Cross LogoSCTI

Southern Cross

You must give notice of your claim as soon as possible. Within 10 business days of all necessary supporting documentation being provided.
Travel Insurance Saver

Travel Insurance Saver

You must give notice of your claim as soon as possible. Within 10 working days upon the receipt of a completed claim form and all relevant information.
Easy Travel Insurance

Easy

Within 60 days of the return date shown on your Certificate of Insurance. Within 10 working days of all necessary documentation being provided.
Australia Post

Australia Post

Within 60 days of the return date shown on your Certificate of Insurance. Within 10 working days from the time they receive the claim or each time they receive further information on it.
Picture not described

1cover

30 days from when you return home. Within 10 business days of all necessary supporting documentation being provided.
worldcare travel insurance logo

Worldcare

You must give notice of your claim as soon as possible. Within 10 business days upon the receipt of a completed claim with necessary supporting documentation.

Note: This information was last updated November 2024

Frequently Asked Questions

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Written by

Insurance expert

Tim Bennett is a Finder insurance & utilities expert. For over 10 years he's reported on news, politics, finance and other topics as a journalist and radio presenter. Tim's roles have included radio news reader and breakfast at the ABC, news producer for SBS and producer for Fairfax Media. Tim regularly appears as a health insurance expert on programs like Sunrise and SBS news, as well as in the Australian, The Daily Telegraph, The Courier Mail and more. See full bio

Tim's expertise
Tim has written 122 Finder guides across topics including:
  • Personal finance
  • Financial comparison
  • Health insurance
  • General insurance
  • Life insurance

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2 Responses

    Default Gravatar
    LeoOctober 26, 2017

    Allianz has denied our travel claim on the basis that our flight was delayed for less than 6 hours ( actually, the delay in Helsinki Airport was 342 minutes). Is this reasonable? Because of the delay, we missed our connecting flight in Frankfurt and need to buy new airline ticket and spend on Hotel.

      AvatarFinder
      HaroldOctober 26, 2017Finder

      Hi Leo,

      Thank you for your inquiry.

      finder.com.au is a comparison and information service. We are not permitted to provide our users with personalized financial advice. If you are not satisfied with the outcome of the claim you should contact Financial Ombudsman Service (FOS).

      I hope this information has helped.

      Cheers,
      Harold

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