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Travel Insurance Claims

How do I make a travel insurance claim?

Online

The easiest way to lodge a claim with Cover-More is using our online claims tool.

You can access the online claims tool and complete your Cover-More travel insurance claim online 24 hours a day.

Before you start:

  • You will be required to submit documentation to support your claim e.g. receipts, reports, etc.
  • If you are waiting on supporting documentation, please feel free to submit your claim now and forward the documents to us as soon as you have them available.
  • If you need to make a claim for more than one event, please submit a separate claim for each event. Our online claim form will manage all existing claims for you.
  • Corporate & group customers: Please contact us directly with any claims concerns.

By entering our Cover-More claims process prepared and aware of what you’ll need, you are helping us resolve your claim as quickly and thoroughly as possible.

MAKE A CLAIM NOW

Remember:

  • You must advise us of any claim or occurrence which may result in creating a travel insurance claim as soon as possible and within 60 days of the return date shown on your Certificate of Insurance. You can do this by sending us a completed claim form.
  • Follow the instructions in the Product Disclosure Statement (PDS). Pay particular attention to what’s required if you are making a claim for lost or stolen property, or for emergency medical expenses. More details are available on our Policy Conditions page. Send in all the necessary supporting documents as outlined in the online claims tool and remember to make and keep a copy of all documentation for your own records.

By mail

If you cannot access our online tool, you can mail your claim to our offices. To do this, you will need to download a travel insurance claim form and post it and your supporting documents directly to us. If you would prefer to submit your claim through this option, please follow the below steps.

Before you start:

  • Please note that all claims require a fully completed claim form. If your claim is arising from a medical condition, please ensure that the Medical Form is completed by your usual GP, or the usual GP of the person whose health resulted in the claim.

If you booked via a travel agent, please have your agent complete the agent form and supply the necessary documents for the assessment of your claim.

  1. Download a travel insurance claim form:
    Claim Form – for customer use.
    Agent Form – for travel agent's use for cancellation or amendment claims only. Please submit this form providing your customer's details and all supporting documentation.
    Medical Form - for customer use.
  2. Add supporting documentation
    The claim form lists supporting documentation relevant to your travel insurance claim (e.g. receipts) that we'd like to see.
  3. Make a copy
    Whilst we require you to send originals to us, we highly recommend that you keep copies of everything as a back-up.
  4. Send it in:
    Cover-More Travel Insurance
    Claims Dept
    Private Bag 913
    North Sydney
    NSW 2059

How long will my Cover-More claim take?

We will respond to you regarding your claim within 10 working days from the time we receive it.

In the meantime, if you have any questions about the claims process, we’re happy to help. Just ring us on 1300 36 26 44.

Online claims mountain

What do I need to make a Cover-More travel insurance claim?

For claims to be paid in a timely manner, follow the guidelines included in your policy documents. You will find the list of Policy Conditions and what is required documentation you will need when you make a claim. In particular:

  • Report lost or stolen property to the police or responsible transport provider and be sure to get a written report that includes a description of property stolen, lost or damaged.
  • Phone the emergency assistance number as soon as physically possible if you are admitted to hospital or if you anticipate that any of your medical or related expenses are likely to exceed $2,000 or if you want to return early.

Following these guidelines will make filing your claims go much more smoothly.

Tips for submitting a travel insurance claim

Follow our simple step-by-step claims video guide to help speed up your claim through the process.

Most importantly, send all required supporting documents as outlined in the How To Make a Claim video guide. You may submit them as part of your online claim submission or post them to our office. Be sure to keep a copy of all originals and forms for yourself.

If you choose the online process, you can check back on the status, or see if additional information is necessary in order for us to finalise your claim.

Complaints about our Cover-More travel insurance claim process

Our team always works to handle each and every claim professionally and precisely. If you feel your claim has not been handled properly, we would like to hear from you. Please use our guide to lodging a complaint.

What conditions apply to Cover-More travel insurance claims?

We aim to make our Cover-More claims process as simple and pain-free as possible. However, there are certain conditions that apply to travel insurance claims that you need to be aware of:

  1. You, or someone on your behalf, should phone our Emergency Assistance team as soon as possible if you require hospitalisation, if your medical expenses will exceed $2,000, or if you want to return early.
  2. Report any loss or theft of luggage, personal effects, travel documents or money to the police, the transport provider or accommodation provider within 7 days of when you first become aware of the incident. You should obtain a police report confirming the incident to submit to us with your claim in cases of theft. Also, your belongings may have been handed in and may be recovered or the police may have a chance to follow up an alleged crime.
  3. Additionally, we require the relevant report from the related party. For example, an Airline Property Irregularity Report (PIR) is also required if your items were lost or stolen when travelling with an airline.
  4. You must take all reasonable steps to prevent or minimise a claim.
  5. You must not make any offer, promise of payment, or admit any liability without our consent.
  6. You must advise us of any claim or occurrence which may give rise to a claim as soon as possible and within 60 days of the return date shown on your Certificate of Insurance.
  7. You must at your own expense, supply any documents in support of your claim which we may request, such as a police report, a Property Irregularity Report (PIR), receipts, valuations, a repair quote, a death certificate and/or medical certificate.
  8. You must co-operate fully in the assessment or investigation of your claim.

For full policy conditions and benefits, please refer to your Product Disclosure Statement.

london tourist

Which documents and receipts do I need to send to Cover-More with my travel insurance claim?

The documents and receipts you need to include with your Cover-More claims paperwork depend on the type of claim you are submitting:

Use our Online Claims Centre to lodge your claim and upload your documentation electronically. If you need to gather additional documentation or claims receipts, you can save and return to complete your claim for up to 28 days. Here are the necessary documents, broken down by claim type:

Overseas medical and dental expenses

  • Copies or scans of all receipts with itemised account/s. Retain the original receipts in case we have questions
  • Original medical report/dental report/hospital records confirming the nature of the illness or injury
  • Original bill/s and receipt/s

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Additional expenses benefit (after departure)

  • Copies or scans of itemised hotel accommodation accounts, transport tickets and receipts for what is being claimed. Retain the original receipts in case we have questions
  • A copy of your itinerary
  • If your plans changed due to a policyholder’s health, a medical certificate from the medical practitioner consulted (whilst on the journey) confirming the need to change your plans

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Travel delay

  • Written confirmation from the transport provider of the cause and period of the delay and the amount of compensation offered by them
  • Copies or scans of itemised receipts for the hotel room rate expenses claimed. Retain the original receipts in case we have questions
  • Documentary evidence from your travel agent which confirms the amount refunded for the unused accommodation

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Special events, hospital incidentals, hijacking, loss of income, disability benefit, accidental death benefit, personal liability

  • Please attach a letter summarising your claim
  • If you are uncertain, please contact us for advice on the documents required to support your claim(s)

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Amendment or cancellation costs

  • If your claim is due to your health, or that of someone else’s (e.g. travelling companion, relative or business partner) please ensure you complete, or have the person whose health has caused the claim complete, the medical authority in our Claim Form. Please also ensure that the medical certificate, located on in the Claim Form, is fully completed by your usual GP, or the person whose health resulted in the claims’ usual GP
  • Have your travel agent complete the claim form and submit the following documentation (Please note if you booked your travel plans directly you will need to contact the relevant travel providers and have them forward the following documentation to you)
    • International flights: A copy of the airline fare sheet/rules (showing the fare conditions)
    • For tours, cruises, accommodation, etc: A copy of the supplier’s booking conditions. If the booking conditions do not allow us to calculate an exact cancellation fee (e.g. if they say the cancellation fee will be - “up to 50%” rather than “50%”) we also require a letter from the supplier advising the net amount paid and the amount refunded by the supplier
    • A copy of the original itemised invoice
    • A copy of the itinerary

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Delayed luggage allowance

  • Copies or scans of the loss report from the transport provider with confirmation that all of your luggage was delayed, the length of time your total luggage was delayed and details of compensation paid by them. Retain the original report in case we have questions
  • Copies or scans of itemised receipts for underwear, socks, toiletries, non-prescription medication and change of shoes and clothing (and a bag) you bought after a 12-hour delay and before the luggage was returned to you
  • Retain the original receipts in case we have questions

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Rental car excess

  • Original Rental Agreement showing the excess you were liable to pay
  • Copy of the itemised repair invoice showing the cost of repairs to the vehicle
  • If another party was at fault, written confirmation from them of the compensation payable by them

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Loss, theft or damage to luggage, travel documents or money

  • Copies or scans of loss/theft/damage reports e.g. Police report, hotel report, transport provider letter, etc. Retain the original reports in case we have questions
  • For items lost or stolen while in the custody of a transport provider: We require a letter from the transport provider advising the amount of compensation they are paying. Travel insurance protects you against the amount the transport provider is unable to compensate you for, subject to your policy conditions and limits. You need to claim compensation from the transport provider in the first instance before submitting your claim to us
  • If you’re unable to provide us with a copy of the relevant report, you must provide us with a reasonable explanation and details of the time and place you made the report, including their contact details.
  • Other items: Copies or scans of purchase receipts (or duplicates obtained by you from the place of purchase) may be acceptable in establishing proof of purchase. In the unlikely event that you are unable to provide an appropriate receipt, please notify us of this with your claim submission as the lack of documentary evidence to substantiate proof of purchase and ownership may affect our decision and the outcome of your claim.
  • Damaged Items: Obtain from a repairer (of your choice) a quote stating the repair cost or a letter stating that the item is damaged beyond economic repair
  • Copies of receipts for replacement items if you have replaced the items which were lost, stolen or damaged
  • Retain the original receipts in case we have question

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Additional Cover-More claims advice: what to know before you start travelling

World events

For claims advice and the most current updates on world events that might impact your travels, please check out the claims advice box on our homepage or visit our World Events Claims Advice page. If you will be travelling to a region mentioned in our claims advice section or if you are already there, please read through the applicable documentation to find out how your travel plans can be affected and what the benefits available from your travel insurance policy may be.

Smartraveller updates

Smartraveller is the travel advice website of the Government of Australia. This site gives helpful information to avoid risky situations whilst travelling as well as how to register for destination-specific updates. Smartraveller offers specific advice for business travellers, schoolies, senior travellers, backpackers, seniors and more.

Our Frequently Asked Questions page also offers plenty of useful information for a safe and pleasant journey.

 

Fraud advisory and tip-offs

Insurance fraud is a serious issue and imposes additional costs and higher premiums on honest policyholders. We have a zero-tolerance policy to fraud and strongly encourage the community to assist in the prevention of insurance fraud.

When making a travel insurance claim, you are responsible for assisting us and acting in an honest and truthful manner. If you make or try to make a false, exaggerated or fraudulent claim or use any false, exaggerated or fraudulent means in trying to make a claim, we will not pay your claim, and your cover under this policy will be voided (without any return of the amount you have paid). We may report you to the appropriate authorities and you may be prosecuted.

You can help by reporting insurance fraud by calling our specialist investigations team on +61 2 8907 5333 or emailing us at: [email protected]. All information will be treated as confidential and protected to the fullest extent under law.