Emergency assistance
Why?
An emergency is something like a natural disaster, an airport strike or if your passport is stolen the day before your flight. If you’re involved in an emergency, definitely call your insurer. They can help reschedule your travel arrangements to get you somewhere safe as fast as possible.
How?
Contact your insurer on the number they’ve listed in your product disclosure statement. Most insurers will have a separate number you can call from outside Australia, but be aware reverse charges from the overseas operator may apply. Your insurer’s claims line will generally be available 24/7, and they will help you contact local embassies or consulates, as well as keep your family back at home up to date on your situation.
Medical emergency
Why?
If you need medical attention or find yourself in hospital on your trip, your insurer’s emergency assistance team will be there for you. They’ll make sure you get an adequate level of care, take care of your medical bills, arrange for you to come home if needed and also contact your family to let them know what’s happened.
How?
Contact your insurer straight away on the contact number in your PDS, and let them know what’s happened.
Non-emergency
Why?
What clarifies as a non-emergency? A minor annoyance, like your phone slipping out of your pocket into the Trevi Fountain, your sunglasses slipping off your nose while peering into the Grand Canyon or a mischievous monkey pinching your bag in the Ubud Monkey Forest. These things are all very frustrating, but you can continue your holiday and claim on your return home.
How?
Make a claim within 30 days of your return to Australia. Remember that a claim is based on evidence, so collect as much documentation as you can to support your claim – this includes written reports from airlines, hotels, police or hospitals, or even receipts and photos. If you are unsure of what you should collect, call your insurer and ask exactly what supporting documentation you’ll need to lodge your claim. You can generally lodge your claim online, over the phone, via email or by post. The details will be in your product disclosure statement.
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