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How to make a travel insurance claim

Make claiming through your travel insurance simple by following these handy tips.

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Traveling can be an exhilarating experience full of discoveries and adventures. However, sometimes things don’t go according to plan, making it necessary for you to make a travel insurance claim. From lost or stolen money and medical expenses to lost luggage and flight cancellations, there are various reasons why you may need to make a claim. Fortunately, filing a claim is not a daunting process, as long as you have the necessary documents and details on hand. Moreover, many insurance providers usually offer online portals or over-the-phone services as convenient options for making claims. Rest assured, help is at hand if any unforeseen circumstances disrupt your plans.  

Be prepared

Before you travel, make sure you read the product disclosure statement (PDS) so you can understand the conditions of your travel insurance policy and what it covers. If you are unsure of anything, reach out to your insurer to clarify, and have the appropriate documentation and information at the ready. This will include your Certificate of Insurance which should contain important information about your policy as well as any emergency and support contacts. It’s advisable to have these with you in both digital and hard copy.

File a report

It’s important to have as many validating documents as possible when making a travel insurance claim. This could include a police report for stolen items, a medical report from a health care provider, or even bank statements and purchase receipts. In the first instance, if an incident or event happens that affects your travel, contact the relevant authorities so you can officially report it. Be mindful that some providers may only accept a claim if the incident was reported within a 24-hour time frame.  

  • Medical expenses: You may be able to pay any immediate medical bills you incur at your destination of travel and claim them through your provider after or in some cases, your provider may be able to pay them directly. Check with your individual provider. 

Tip: If you need urgent emergency assistance, contact the local emergency services at your destination immediately.

Make contact

Don’t delay, contact your insurer as soon as you can and explain your situation. They may be able to guide you with all you need to have to make your claim so that you are well prepared. Your provider may even be able to direct you to the appropriate authorities at your current destination who may be able to assist you further. You may even have the option to start your claim and issue supporting documents later on. 

Submit your claim

If there is an online claim form, this may be an easy and convenient option for you to submit a claim, especially if you are still traveling. This will mean uploading the documentation supporting your claim. You may also have the option of posting a downloaded claim form in the mail. 

Paying excess

If your travel insurance claim is successful, you may need to pay an excess. The excess amount will vary depending on your agreed policy of choice and this should be listed on your policy documentation. Your provider should be able to guide you through this payment process. 

While traveling can bring unexpected challenges, it is comforting to know that travel insurance is there to provide support when things go wrong. Whether it's lost money, medical expenses, lost luggage, or flight cancellations, making a travel insurance claim is a relatively straightforward process. So, if you find yourself in a difficult situation during your travels, remember that travel insurance is there to help alleviate some of the burden. 

Members save 10% on Travel Insurance*

National Seniors members receive a 10% discount on travel insurance policies*.

With some cruise cover automatically included, as well as cover for some coronavirus-related events, for when things don’t go to plan.


National Seniors Australia Ltd, ABN 89 050 523 003, AR 282736 is an authorised representative of nib Travel Services (Australia) Pty Ltd (nib), ABN 81 115 932 173, AFSL 308461 and act as nib's agent and not as your agent. This is general advice only. Before you buy, you should consider your needs, the Product Disclosure Statement (PDS), Financial Services Guide (FSG) andTarget Market Determination available from us. This insurance is underwritten by Pacific International Insurance Pty Ltd, ABN 83 169 311 193 *The discount applies to the total National Seniors travel insurance premium and is for National Seniors Australia members only. Discounts do not apply to the rate of GST and stamp duty or any changes you make to the policy. nib has the discretion to withdraw or amend this discount offer at any time. This discount cannot be used in conjunction with any other promotional offer or discount.  

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