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Travel / Travel insurance / How to make a claim

What you'll need

  • Have this info handy

    • Your Certificate of Insurance - it has your policy number at the top and confirms your excess
    • If you activate insurance included with your eligible CommBank credit card after you have left Australia, there’ll be a three day no cover period before you can receive any benefits
    • Documents we need to verify your eligibility for this cover, such as ​
      • copies of your eligible credit card account statement, and ​
      • credit card receipt that shows you used your eligible card to spend at least $500 in a single transaction on your prepaid travel costs before leaving Australia and/or a copy of the letter/statement/email confirming the redemption of your CommBank Awards points through the CommBank Awards Program in full or part payment for your return overseas travel ticket(s) (including the spend of at least $500 worth of prepaid travel costs is redeemed using CommBank Awards points).
    • Documents like a police report or medical notes relating the event you’re claiming for
    • A phone number Cover-More can call you back on

  • What to consider before you make a claim

    • For eligible credit cards

    To receive cover, including Overseas Medical cover#, before you leave Australia you must:

    1. Spend at least $500 in a single transaction on your prepaid travel costs using your eligible credit card; and

    2. Activate your travel insurance

    You will also qualify if the $500 worth of prepaid travel costs is redeemed using CommBank Awards points. You will need to provide a copy of the letter/statement/email confirming the redemption.

    • For World Debit MastercardTM

    You need to activate your insurance to receive comprehensive cover. 

    Overseas Medical cover, which includes overseas emergency medical assistance and hospital expenses and personal liability cover is automatically

    • Make sure you’re familiar with the excess applicable to your claim - your excess limit is shown on your Certificate of Insurance
    • Check that your insurance includes cancellation cover before you make a cancellation-related claim
    • Claims resulting from, or made worse by, an existing medical condition that you haven’t declared are unlikely to be covered

How to make a claim

  • Make a claim online or call Cover-More - our travel insurance provider

    Make a claim online or call 8am-5pm Mon - Fri and 9am-4pm Sat (Sydney/Melbourne time)

    • Within Australia: call Cover-More on 1300 467 951
    • From overseas: call Cover-More on +612 8907 5060  (call charges may apply)

  • If you’re unable to upload supporting documents, post them to:

    CommBank Travel Insurance
    c/o Cover-More
    Private Bag 913
    North Sydney NSW 2059
    Australia

    It’s important to also include your policy number and contact details.

  • Activated your cover before 1st October 2018?

    If your cover was activated before 1st October 2018, your claim will be managed by Allianz Global Assistance. Call Allianz Global Assistance on 1800 837 177.

Settling a claim

When Cover-More pay a claim, they consider a number of factors including:

  • Terms of cover
  • The amount of loss or damage
  • The excess
  • Maximum benefit limits and sub-limits
  • Reasonable depreciation
  • Terms and conditions of the policy

Cover-more aim to settle your claim as quickly as possible. Providing all the relevant info when you first submit your claim, may help speed this up.

Cover-More will either call or email you to confirm the outcome.

If you’re successful, they’ll either deposit money into your chosen bank account or issue you with a cheque.

Travel insurance claim

CommBank support

Things you should know

  • Terms, conditions, restrictions, exclusions (including for pre-existing medical conditions and persons aged 74 years or over), limits and excesses may apply to all insurances. Please read the CBA Travel Insurance Product Disclosure Statement and Information Booklet for more information about CBA Travel Insurance.

    Terms, conditions, restrictions, exclusions (including for pre-existing medical conditions and persons aged 80 years or over), limits, sub-limits and excesses may apply to all insurances. Please read the Credit Card Insurances Product Disclosure Statement and Information Booklet and the World Debit Mastercard insurances Product Disclosure Statement and Information Booklet for more information about insurances.

    If you have activated international travel insurance included in your CommBank credit card on or before 6 February 2024, please refer to the Credit Card Insurances Product Disclosure Statement and Information Booklet – effective 2 June 2023.

    Where used, the term “unlimited” only means there is no capped dollar sum insured. All costs and expenses claimed must be reasonable. You are only covered for treatment received and/or hospital accommodation during the 12 month period after the sickness first showed itself or the injury happened.

    CBA and its related bodies corporate do not issue or guarantee this insurance. It does not represent a deposit with or liability of either CBA or any of its related bodies corporate. We do not provide any advice on this insurance based on any consideration of your objectives, financial situation or needs. If you purchase a CBA Travel Insurance policy or purchase an upgrade policy, we (CBA) receive a commission which is a percentage of your premium.