If you're completing your claim online, and you don't have all the documents we requested from you, don't panic! Sometimes, despite your best efforts, it’s just not possible to get them.
Why do I need to provide documentation?
We need supporting documentation such as reports and receipts to confirm any claim(s) you make. The more documents you have proving your loss, the more likely it is that our team will be able to verify your claim and cover your expenses.
What documentation do I need to provide for a claim?
That depends on the benefit you are claiming, but we may need copies of:
- 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
Traveller’s Tip: it’s always a good idea to keep both digital and hard copies of all receipts and documentation relating to your trip, from the start to the end.
What if I don’t have some of the documentation?
- If you've lost (or don't have) a receipt:
- Provide us with a Credit Card statement that shows the purchase of the item or service.
- Provide a warranty for the item, or any other documentation you might have that confirms your ownership of the particular item.
- Ask the store you purchased the item or service from to provide you with a copy of the purchase receipt.
- If the item was a gift:
- You will need to ask the person who gave it to you for the receipt, or a copy of any of the above.
- If you don't have a report (e.g. Medical Report, Property Irregularity Report, Repair Report):
- If we’ve asked you to provide a Police Report, Medical Report, or some other documentation to verify the facts of your claim and you don’t have them, then you will need to discuss this with your case manager.
If you’re not sure about something or have any questions, you can always contact us.
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Tips on how to get missing documentation
- Try to contact the relevant authority or person and ask them to give you a copy of the report (or some other documentation in writing).
- In some cases, organisations or airlines simply do not provide reports in writing. If this is the case, make a note of the company/organisation you contacted, the person you called, their position and their contact details in case we need to contact them directly to clarify the facts of your claim. (You will be able to enter these details when you submit your claim).
- If you're claiming for damaged goods, you will need to get a repair report if you don't already have one.
What if I just can’t get some documentation?
We consider each claim on its merits, and where there are extenuating circumstances, will take these into consideration when we review your claim.
Tip: if you don't have some documents, you’ll be able to make a note against that particular document explaining why when you lodge your claim online.
How do I lodge a claim?
Once you've obtained as many of the documents we requested, and created digital copies, it's time to complete your claim submission. Refer to our handy guide on how to claim.
Tips on lodging your claim
- How do I create digital documents?
- How do I make a claim if I can’t complete it online?
- Can I make a claim whilst I’m still travelling?
Got questions?
If you have any questions, please contact us, we’re here to help.
This is only a summary of coverage and does not include the full terms, conditions, limitations and exclusions of the policy. You should read your Policy Document in full, so you understand what is and isn’t covered. That way there won’t be any surprises if you need to use it. If you have any questions, please get in touch.
The information provided is of a general nature and is provided for information purposes only. It does not constitute financial advice in any form and should not be relied on as a substitute for obtaining professional advice that is specific to your circumstances. You should seek advice from a financial advice provider if you would like further information about whether a particular product is appropriate for you and your circumstances.
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