Oh dear. You’ve had a problem while you’re away. It’s time to ask for expert help and make a claim on your travel insurance. While it would always be best not to have issues whilst travelling, being insured gives you practical back up and peace of mind.
To make the claims process as easy as possible to complete, fill out all the forms fully, and with scrupulous honesty. Don’t be tempted to embellish values or items – a small white lie may have a big impact on your claim’s validity.
It’s always wise to make copies of you travel documents. The same goes for claims. Post can go unintentionally astray, so make copies of the entire claim form and supporting documentation, just in case. To be safe, send your claim documents by recorded delivery.
Medical Claims
Should you develop an illness or experience an injury which requires a change in your travel plans, or be medically evacuated, make sure you get copies of all relevant medical notes, records and any receipts related to the claim you are making, including a not fit to travel/fit to travel certificate from the doctor who treats you. Request a written report from the relevant service provider, confirming the event and provide the name and contact details of the doctor who treats you.
Cancel your unused bookings as soon as possible, and find out whether you are eligible for any refunds (please note that airport taxes and port taxes are generally refundable; therefore to avoid delays we ask that you contact the service provider to find out whether you are due a refund for your taxes).
Rental Vehicle Damage
Obtain a repair report from the rental company, confirming the damage caused to your vehicle and how much this damage is going to cost to repair.
Contact the rental company to see whether you are due any refunds for the difference.
Lost or Damaged Baggage & Personal Items
Firstly, report the lost, damaged or stolen items as soon as possible (preferably within 24 hours) to the relevant authority.
In the case of damage, obtain a repair report for your damaged item (this should detail the damage and how much it will cost to repair).
For delays, obtain a delayed baggage report from the transport provider.
If you cannot find your original receipts for your lost, damaged or stolen items, you can get the store from which the item was purchased to reprint these. If you have paid by credit card or eftpos, receipts are very easy to retrieve.
What supporting documents should you provide?
Always provide as much information and proof as possible when making a claim. Your insurer will work as hard as they can to process your claim efficiently, but they must have all the facts. When you call to lodge a claim, it is a good idea to confirm what supporting documentation will be most helpful for your circumstances.
Receipts, complete medical or police reports, booking confirmations, proof of refunds or credits, bank records and other supporting documentation will all expedite the claims process.
Most people are honest, and it is important to remember that your integrity is not in question by being asked to provide proof of purchase or loss. It is simply the fastest way to process your claim.
In summary:
- Report any loss, damage, illness or injury promptly
- Be absolutely honest in your claim
- Provide comprehensive relevant information, documents and receipts
- Ask repairers, officials and doctors for supporting documentation