Who pays depends on what’s happened and the seriousness of your medical situation.
We recommend you pay and make a claim later when:
- The total cost of your medical treatment is unlikely to exceed AUD$2,000
Where possible, we will pay the hospital or provider direct when:
- The total cost of your medical treatment is likely to exceed AUD$2,000.
- If that happens, you, a friend, or family member must contact our 24/7 Emergency Assistance team as soon as possible; they will work closely with the Claims team who will confirm coverage under the policy and manage any potential claim.
- In the case of hospitalization, our Emergency Assistance team will coordinate payment directly with the hospital wherever possible, provided cover under the policy has been confirmed by us.
Why do I need to contact the Emergency Assistance Team?
- So we can confirm your coverage and manage any potential claim and,
- If you don't contact our Emergency Assistance team as required, we may not fully reimburse you for your expenses, or for any evacuation or airfares that have not been approved or arranged by us, and which were not reasonably necessary.
What information do I need to provide the Emergency Assistance Team?
Once we’ve confirmed your cover and agree to pay for medical costs, we can organize payments directly to the hospital or provider. To do this, we need:
- Your policy number
- As much detail as possible about what has happened, including (if possible) where you are and details of the medical facilities you are at.
How do I claim if I pay for the medical costs?
If you pay for medical treatment, you can lodge a claim online. To do this, you will need to provide supporting documentation, so make sure you have kept copies of all relevant:
- Medical reports from treating doctors explaining the diagnosis provided, medical tests and treatment given/requested
- Receipts for medications that you may have purchased
- Hotel, airline, railway, bus company and/or restaurant receipts relevant to the event
- Any other relevant documentation
You can contact us anytime.
If you’re not sure about what to do, you can contact us for assistance.
Travel insurance is not designed to cover everything, so take the time to read the full description of cover in the PDS for the full details on what’s not covered as well as the terms, conditions, limitation and exclusions. If you are unsure of anything, please contact us for help.
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- Emergency Assistance Contact
- Claims contact
Contact our Emergency Assistance Team
For help in an emergency, contact our Emergency Assistance Team. They are available 24 hours a day, 7 days a week.
Contact us
From anywhere in the world:
+61 2 8263 0470
From anywhere in the world:
+61 2 8292 1470
Within Australia:
1300 787 375
SMS:
+61 4 1720 4602
Contact our Claims Team
We’re here to help if you have a question about your claim. We’re available: