The main supporting documents that will typically be required when submitting a claim for cancellation fees, resumption of trip, medical expenses, luggage and personal effects, or rental vehicle insurance excess are listed below.
It is noted that this webpage is not intended to provide an exhaustive list of supporting documents - additional documentation may be required depending on the specific situation.
Before submitting a claim, please refer to the checklist provided on the last page of the claim form for a complete list of supporting documents that may be required (where submitting online, a list of documents will be provided). If you are not sure about what supporting documentation you need to submit, you may also wish to contact the claims department directly.
Cover under all policy sections is subject to terms, conditions and exclusions as detailed in the product disclosure statement.
For all claims, an original trip itinerary and documentation relating to the events that lead to the claim will be required. It will also be necessary to show that you have suffered a loss.
To claim for cancellation fees and lost deposits, documentation relating to the events that led to the trip being cancelled will be required (including medical or death certificates if applicable). It will also be necessary to show cancellation terms for any non-refundable pre-paid expenses being claimed.
Where the trip is interrupted and a claim is to be made under the resumption of trip section of the policy, itineraries for the original and new trip will be required, as well as a medical or death certificate for the relative whose health lead to the trip being interrupted (if applicable).
For any claims relating to overseas medical, hospital or dental expenses, it will be necessary to provide medical reports relating to the injury or illness and invoices showing amounts paid.
In addition to the above, the claim form includes a medical certificate that will need to be completed by the normal doctor or dentist of the person who was injured or unwell while travelling.
Where an item of your luggage is lost, stolen or damaged, it is essential that you report the matter to the police, transport provider, hotel or other authority within 24 hours. An incident report should be obtained and submitted with your claim, along with the following supporting documentation.
For claims under the rental vehicle insurance excess section of the policy, the below documents will need to be submitted.
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