What should I do if my phone is stolen during my trip?

If your mobile phone is stolen while you are travelling, you must take the following steps to support any potential claim: 

  1. You must report the loss or theft as soon as practicable, but preferably within 24 hours. The report must be made to the police or, if applicable, to an office of the bus line, airline, shipping line or rail authority you were travelling with at the time of the incident. You must provide a written report from the authority you reported the theft to as part of your claim documentation. 
  2. If the stolen item is a mobile phone or any device with phone capabilities, you must supply us the IMEI (International Mobile Equipment Identity) number. You must also block the IMEI number with your telecommunications provider. Failure to do so may affect the outcome of your claim. 
  3. You may submit your claim while you are still overseas or once you have returned to Australia. Supporting documentation such as proof of ownership, receipts, and the required police or authority report must be submitted along with your claim. 

To lodge a claim or seek assistance, contact: 

Eligibility criteria, policy terms, conditions, exclusions, limits and sub limits apply. Consider the PDS prior to deciding on which policy is right for you and your needs. 

Any advice is general advice only and does not take into account your individual objectives, financial situation, or needs. Please consider the PDS before making any decisions regarding the purchase of travel insurance. 

As each individual’s circumstances are different, we will assess each claim on a case-by-case basis in accordance with your specific circumstances, policy terms, and Certificate of Insurance.