What Are Supporting Documents?
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.
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.
