Part of the fun of a trip can be the unknown. But if the unknown turns out to be something unfortunate like lost luggage or a visit to a medical centre, you may need to make a travel insurance claim.

Claiming for medical and dental treatment

If you receive medical treatment or emergency dental treatment, then you need to get a medical report confirming the injury, illness or sickness and also the treatment received to support of your claim. Contact your insurer as soon as possible as they may be able to speak to the medical facility to authorise payment. If you make the payment, get a copy of a medical report along with any invoices and receipts.

Claiming for lost, stolen or damaged belongings

If your belongings are lost or stolen, report this to police immediately and keep a copy of the police report. If your luggage is damaged or misplaced by an airline or another transport provider or accommodation staff, report it to an appropriate official. Make sure you get a copy of an official report of the incident as well as documentation of any settlement offers. Any purchase receipts you have for the affected items will also help.

Making a claim

It’s ideal to make your claim as soon as possible. Check the Product Disclosure Statement of your policy to find out if there are any requirements around timing for making a claim. For claims related to international travel insurance included with eligible CommBank credit cards, or claims on CBA Travel Insurance, we recommend you start your claim within 60 days of the event or returning home, whichever is the latest. You can do this by calling Cover-More on 1300 467 951 within Australia or +612 8907 5060 from overseas (8am-5pm Mon - Fri and 9am-4pm Sat, Sydney/Melbourne time). Call charges may apply. 

For eligible credit cards, you must spend at least $500 in a single transaction on your prepaid travel costs and activate to ensure you receive any cover, including Overseas Medical cover#. For World Debit Mastercards, you need to activate to receive comprehensive cover. Overseas Medical cover and personal liability insurance is automatically included.

If you activated and/or departed Australia before 7 February 2024, there is no change to the cover or eligibility requirements for that trip. Overseas Medical is automatically included and comprehensive cover is available upon activation. Refer to the Credit Card Insurances Product Disclosure Statement and Information Booklet – effective 2 June 2023.

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Things you should know

This article is intended to provide general information of an educational nature only. It does not have regard to the financial situation or needs of any reader and must not be relied upon as financial product advice.

Insurance issued and managed by Cover-More Insurance Services Pty Ltd (AFSL 241713, ABN 95 003 114 145) on behalf of the insurer Zurich Australian Insurance Limited (AFSL 232507, ABN 13 000 296 640) for Commonwealth Bank of Australia (‘CBA’) (ABN 48 123 123 124, AFSL 234945). 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.

#For eligible credit cards, you will need spend at least $500 in a single transaction on your prepaid travel costs (e.g. the cost of your return overseas travel ticket, prepaid accommodation, cruise, travel or tour) by charging the cost for that trip on your eligible card account before leaving Australia and activate to receive any cover, including Overseas Medical cover. 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.

Terms, conditions, exclusions, (including for pre-existing medical conditions and persons aged 80 years or over for international travel insurance included with an eligible CommBank credit card or persons aged 74 years or over for CBA Travel Insurance) limits and excesses apply.

Before activating the international travel insurance included in your CommBank credit card please read the Credit Card Insurances Product Disclosure Statement and Information Booklet for more information.

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.

Before activating the international travel insurance included in your World Debit Mastercard, please read the World Debit Mastercard insurances Product Disclosure Statement and Information Booklet (PDF) for more information.

Before making a decision on CBA Travel Insurance please read the CBA Travel Insurance Combined Product Disclosure Statement and Financial Services Guide for more information. 

We (CBA) do not provide any advice on this insurance based on any consideration of your objectives, financial situation or needs. If you purchase or upgrade a policy, we (CBA) receive a commission which is a percentage of your premium.