Travel claims tips
It is important that you complete all relevant sections of the claim form as outlined in the instructions in step 1 of the claim form.
It is compulsory that step 2 – claimant details and step 4 – payment details are completed fully, and you sign the declaration at the end of the claim form. In addition, you must complete the relevant sections of step 3 – claim information. For instance, if you are claiming for cancellation expenses, you complete this section of step 3.
If you are making a claim for multiple benefits under different sections of the policy, you must complete all relevant sections of step 3. It is important to note that if you are making a claim for medical expenses, or if your claim has arisen from a medical condition, you must have your local doctor in Australia complete the medical certificate attached to the claim form.
The documentation required to support your claim is listed under each section of step 3 of the claim form. It is important that you supply all information listed as this will help expedite the claim process.
If you are unable to provide the documentation specified in the claim form, please include a covering letter with your claim form detailing why you cannot supply the documentation. A Case Manager will assess your claim and advise whether the information provided is sufficient to process your claim or if further documentation is required. Each claim will be assessed on its merits in relation to the terms and conditions of your policy.
You are welcome to submit your claim via post, fax or email. In some circumstances, original documentation may be required to process your claim. If this is the case, your Case Manager will be in contact with you to request this information. It is important that if you post all original documents to us you keep copies for your records.
Under most policies managed by Allianz Global Assistance, depreciation applies to the loss, damage or theft of luggage and personal effects. It is important that you check your policy booklet for this information. If depreciation is to be applied, it is at rates as reasonably determined by Allianz Global Assistance. The depreciation applied is dependent upon the type of item being claimed and the age of the item. For the precise rates used for a given item please contact us.
Send your claim to us as soon as possible. Delay in sending your claim to us can sometimes cause problems in verifying information and collecting data to support your claim. The sooner we receive your claim with all supporting documentation, the sooner we can process it for you.
We will process your claim within 10 working days of receiving a completed claim form and all necessary documentation. If we need additional information a written request will be sent to you within 10 working days.
Some credit cards may offer limited travel insurance benefits. If you believe that your credit card may have this benefit you can still claim through your travel insurance policy. Upon submission of your claim we may ask you to provide information about your credit card travel insurance, however any such requests will not slow down our processing of your claim, nor the settlement of your claim by us.
If your question has not been answered here, or if you would like to discuss your claim further, please phone us on the phone number listed on the back of the Product Disclosure Statement that we sent you when you purchased your travel insurance policy.