Purchasing travel insurance is only half the job. When something goes wrong overseas, knowing how to file a claim correctly, and what documentation to gather, is the difference between a smooth payout and a frustrating rejection.
Before You Leave: Set Yourself Up for Success
- Save your insurer’s 24/7 emergency assistance number in your phone and write it down separately
- Email yourself a copy of your policy documents and Certificate of Insurance
- Know your policy number
- Understand your key exclusions (adventure activities, pre-existing conditions, alcohol-related incidents)
During the Event: Critical First Steps
For medical emergencies: Call your insurer’s emergency assistance number before arranging anything (except life-threatening emergencies requiring immediate ambulance). The insurer coordinates and pre-approves treatment, skipping this step can result in delayed or reduced reimbursement.
For theft or loss: Report the incident to the local police within 24 hours and obtain a written police report. This is required for virtually every personal belongings claim. Without a police report, most insurers will not pay.
For trip disruption: Get written documentation from the airline, hotel, or tour operator explaining why the disruption occurred. Keep all receipts for additional expenses.
What Documentation Do You Need?
- Medical claims: Doctor’s reports, hospital records, itemised bills, prescriptions, receipts for all medical expenses
- Theft/loss claims: Police report, proof of ownership for stolen items, serial numbers for electronics
- Trip cancellation: Booking confirmations, cancellation certificates, medical certificate if cancelled due to illness
- Travel delay: Airline written confirmation of delay and reason, receipts for meals and accommodation during delay
Common Reasons Claims Are Rejected
- Excluded activity, check exclusions before the activity
- No police report for theft, always report within 24 hours
- Pre-existing condition not declared, always declare
- Failure to notify insurer before arranging treatment, always call first
- Claim lodged too late, check your policy’s time limits
- Insufficient documentation, keep everything
If Your Claim Is Rejected
Ask for the rejection reason in writing and the specific policy clause cited. If you believe the rejection is wrong, lodge a formal complaint with the insurer’s internal dispute resolution team. If that fails, escalate to the Australian Financial Complaints Authority (AFCA), it’s free and independent.
