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How to make a travel insurance claim

How to make a travel insurance claim

A guide to make a travel insurance claim to do with medical or dental treatment and lost, damaged or stolen belongings.

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.

For claims on international travel insurance available with CommBank Gold, Platinum and Diamond credit cards, or claims on CBA Travel Insurance, you can contact Allianz Global Assistance by calling +61 7 3305 7499 (reverse charge from overseas) or 1800 010 075 (within Australia) at any time.

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 on international travel insurance available with CommBank Gold, Platinum and Diamond credit cards, or claims on CBA Travel Insurance this is within 30 days of returning home. You can do this on the Allianz Global Assistance claims website or call on 1800 837 177 or +61 7 3377 3988 at any time.

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. Credit Card Insurances and CBA Travel Insurance are issued and managed by AWP Australia Pty Ltd (t/as Allianz Global Assistance) (ABN 52 097 227 177, AFSL 245631) on behalf of the insurer, Allianz Australia Insurance Limited (ABN 15 00 122 850, AFSL 234708). Insurance is distributed by Commonwealth Bank of Australia (‘CBA’) (ABN 48 123 123 124, AFSL 234945) but is not issued or guaranteed by CBA or any of its related bodies corporate. It does not represent a deposit with or a liability of either CBA or any of its related bodies corporate. Terms, conditions, exclusions, limits and excesses apply. Before making a decision, refer to the relevant Product Disclosure Statement for full conditions at We do not provide any advice on this insurance based on any consideration of your objectives, financial situation or needs. If you purchase a policy, we receive a commission which is a percentage of your premium – ask us for more details before we provide you with any services on this product.