I need to make a claim, what do I do?

In the event of a claim, notice should be given to the Claims team as soon as reasonably able to.

For information on how to make a claim, go to our Claims page or call the Emergency Assistance team on 1300 409 322 or dial +61 2 8215 7239 if you are still overseas.

The claims department will be open from 9am to 5pm Monday to Friday Sydney time, and will assist you through the fast and simple claims process.

What you need to do when making a claim

For medical, hospital or dental claims

For other claims

You must notify us and submit full details in writing within 30 days of your return.

For loss or theft of your luggage and personal effects

Report it immediately to the police and obtain a written notice of your report.

For damage or misplacement of your luggage and personal effects

Caused by the airline or any other operator or accommodation provider, report the damage or misplacement to an appropriate official within 24 hours of discovering the loss and obtain a written report, including any offer of settlement that they may make.

For all liability claims

Do not admit fault or liability or offer or promise to pay any money, or become involved in litigation, without our approval.

For all claims

You must give us any information, at your expense, that we reasonably ask for to support your claim. Information such as but not limited to police reports, valuations, medical reports, original receipts or alternative evidence of ownership will be required. Where it is reasonably possible to do so, you must do this within the timeframes requested.
We may ask you to provide us with translations into English, if required, of such documents to enable us to carry out our assessment of your claim.
If you cannot prove the ownership and/or proof of a covered event, we may not be able to process your claim or pay you.
You must agree to have a blood alcohol and/or breath analysis where local laws permit, where it is necessary for us to assess your claim.
You can ask us to waive any obligation that you believe is unfair or unreasonable. We will consider your circumstances when deciding whether to waive the obligation.
We choose how we settle claims. It is the decision of our claims department to repair or replace damaged / lost / stolen items or cash settle the claim, whichever is the lesser. We will repair or depreciate depending on the age and condition of the item or replace with the equivalent in today’s market based on the original item’s specifications.
Claim payments to you will be made in Australian dollars to your nominated Australian bank account. The rate of currency exchange that will apply is the rate on the date you incurred the expense or suffered the loss, as applicable