Note: for car and home insurance claims, please click here

To make a claim on your travel insurance policy, please download a claim form below and send to our claims address. You must post this form together with supporting documentation within 30 days of your return.

Click here to download a claims form

PO Box 162
Toowong
Queensland 4066
Australia

For travel 1Cover claims enquiries, please call Mondial Assistance on 1300 726 945, or you can email travelclaims@mondial-assistance.com.au stating your policy number and nature of enquiry.

What documents do I need to support my claim?

When you submit your claim, you will need to provide certain documents for us to be able to assess and settle your claim effectively. For medical claims you will usually need original medical accounts and receipts and English translations of all documents. For a loss of personal belongings claim you will usually need a police report, proof of ownership for the items as well as English translations of all documents.

You should follow the guidelines below:

1. For medical, hospital or dental claims, contact our Client Services Department as soon as practical.
2. For damage or permanent loss of your luggage/personal effects, report it immediately to the police and obtain a written notice of your report.
3. For damage or misplacement of your luggage/personal effects, caused by the airline or any other operator or accommodation provider, report the damage or misplacement to an appropriate official and obtain a written report, including any offer of settlement that they may make.
4. Submit full details of any claim in writing within 30 days of your return.

What happens if I don't have original receipts?

When we receive a personal belongings claim, you have to provide proof of ownership for the lost or stolen items. We realise that policy holders cannot always provide receipts for each and every item, but you will still have to provide evidence of ownership.

We can accept photographic evidence, warranty cards, manuals, receipts, bank or credit card statements as proof of ownership, and/or a statutory declaration attesting to ownership. In the end, we are not unreasonable, if you have a genuine claim you just need to ask yourself, 'does this conclusively prove that I owned this item?'

How long will it take to process a claim?

Once we receive all the relevant documents, a claim is processed within 10 working days.

How are claims paid?

We will pay all claims in Australian dollars and the rate of currency exchange used is the rate at the time you incurred the expense.

What happens in the event of an emergency?

24hr Emergency Assistance (+) 800 7997 9000

Please dial the international access code before this number (eg what you would dial before the 61 if you were ringing back to Australia).

From within Australia 1300 726 945

If you have any problems getting through from overseas you can also dial reverse charge ('collect') via the local operator (+) 61 7 3305 7499.