If we’re on a Duo policy and both of our luggage is stolen, is it treated as one claim or two?

A Duo policy covers two travellers under the same policy, but when it comes to claims, what matters is whether the loss comes from one event or separate events. Only one excess applies when multiple claims arise from the same event, but if the losses come from separate, unrelated events, an excess applies to each claim. 

So if both of your bags are stolen at the same time in the same incident, it’s considered one event. If your bags are stolen at different times or in different situations, those are treated as separate events. 

Every claim is reviewed individually on a case-by-case basis and will only be paid if it meets the terms, conditions, limits, and exclusions in your policy. Always check the PDS carefully so you know exactly what’s included before you travel.