Let us know what type of policy you have so we can help you find the right claims information.
If you need emergency assistance, we’re here to help 24/7.
When you call, try to have your policy number ready, and a phone number we can call you back on. You can find your policy number in the top right of your policy document.
Depending on your policy, we can help:
You can make a claim online.
You’ll receive an update within 10 business days.
In the meantime, if you have any questions, you can call 1300 135 640.
To check your claim's progress or to pay an excess, you can call 1300 135 640.
If you need emergency assistance, we’re here to help 24/7.
When you call, try to have your policy number ready, and a phone number we can call you back on. You can find your policy number in the top right of your policy document.
Depending on your policy, we can help if:
Call 131 123 to start your claim anytime 24/7.
You’ll receive an update within 10 business days.
In the meantime, if you have any questions, you can call 131 123.
To check your claim's progress or to pay an excess, you can call 131 123.
Check Smartraveller for travel advice from the Government. We don’t cover claims if you travel against warnings or official advice.
If you need emergency assistance, we’re here to help 24/7.
When you call, try to have your policy number ready, and a phone number we can call you back on. You can find your policy number in the top right of your policy document.
Depending on your policy, we can help:
You can make a claim online.
You’ll receive an update within 10 business days.
In the meantime, if you have any questions, you can call 1300 135 640.
To check your claim's progress or to pay an excess, you can call 1300 135 640.
If you need emergency assistance, we’re here to help 24/7.
When you call, try to have your policy number ready, and a phone number we can call you back on. You can find your policy number in the top right of your policy document.
Depending on your policy, we can help if:
Call 131 123 to start your claim anytime 24/7.
You’ll receive an update within 10 business days.
In the meantime, if you have any questions, you can call 131 123.
To check your claim's progress or to pay an excess, you can call 131 123.
Check Smartraveller for travel advice from the Government. We don’t cover claims if you travel against warnings or official advice.
If you need emergency assistance, we’re here to help 24/7.
When you call, try to have your policy number ready, and a phone number we can call you back on. You can find your policy number in the top right of your policy document.
Depending on your policy, we can help if:
Call 131 123 to start your claim anytime 24/7.
You’ll receive an update within 10 business days.
In the meantime, if you have any questions, you can call 131 123.
To check your claim's progress or to pay an excess, you can call 131 123.
Check Smartraveller for travel advice from the Government. We don’t cover claims if you travel against warnings or official advice.
Most claims can be made at any time, but sometimes you’ll need our approval before you incur certain costs. Generally, you should make a claim as soon as possible, but if you’re unsure, get in touch with us.
That depends on the type of claim you make. We might ask for documents like photos, receipts, valuation certificates or credit card statements.
These help us assess and settle your claim, or identify replacements for you.
You’ll also need a police report if your personal items are lost or stolen.
Yes, you can supply supporting documentation once you've submitted your claim.
It’s usually fine to make your claim as soon as you can once you’re home from your trip.
We do require some expenses to be approved by us before they are incurred (like medical expenses over $2,000, and legal costs), so it’s best to call us as soon as you can. Even if you’re still away, you can start your claim anywhere in the world at any time. You can add additional information or supporting documentation later if you need to.
Often, the sooner you start a claim, the easier it can be to gather the information for your claim.
An excess is an amount you may need to pay towards a claim. Different levels of excesses may apply, depending on the policy you chose.
Special conditions, limits and excesses may apply depending on your existing medical condition, age, trip destination and duration. All your excesses will be listed on your Certificate of Insurance.
For more details, check your Product Disclosure Statement (PDS).
Policies starting with 72
There is no cover provided for claims due to a business failing to provide services or accommodation because of insolvency of the business or any person, company or organisation they deal with. This includes any travel agent, tour operator, accommodation provider, airline or other carrier, car rental agency or any other travel or tourism services provider.
Check the PDS for full details.
Policies starting with TVLN
It depends on your policy. Our International travel insurance Platinum plan covers you (up to $2,500) for the financial default of the following travel providers:
Check the PDS for full details.
If your policy doesn’t include cover for a company that goes out of business, you might be eligible for a payment under the Financial Claims Scheme.
For information about the scheme, visit the APRA website or call APRA on 1300 558 849.
Policies starting with 72
The policy includes cover for the costs if you need to reschedule or cancel before you leave on your trip, provided the circumstances are unforeseeable and outside of your control, and not otherwise excluded under the policy.
The maximum benefit limit is the amount you choose and is shown on your Certificate of Insurance (for International Comprehensive, International Essentials and Domestic Cancellation plans). The maximum benefit limit for the Domestic Comprehensive Plan is $unlimited.
To check what’s covered with your policy, read the PDS.
Policies starting with TVLN
This policy includes cover for cancellation or rescheduling under certain circumstances.
The level of cover on an International Travel Insurance policy depends on your plan. You can choose between $5,000, $15,000 or unlimited cover.
Domestic Travel Insurance also covers cancellation costs up to $10,000. Or you can choose Domestic Cancellation Only Plan and select the amount of cover you need for cancellation costs.
To check what’s covered with your policy, read the PDS.
Policies starting with 72
You must report any loss or theft as soon as possible. You need to let your accommodation or transport provider know (if applicable), as well as the police if something was stolen.
This includes the loss or theft of any:
You’ll need to do this within 7 days of first becoming aware of the loss or theft.
You should obtain a report of the incident to submit with your claim. If you’re unable to provide a copy of the relevant report, let us know why and provide details of the time and place you made the report, including the contact details of whoever took the report.
Policies starting with TVLN
If your personal items (like a camera or mobile phone) have been lost or stolen, the first thing to do is contact the local police and get a police report.
If your things were lost or stolen while you were travelling with a transport provider, you can get a written report from them instead.
The lost or stolen items must be listed in the report. When you make your claim, provide the report as supporting documents.
NRMA Travel Insurance policies numbers starting in 72
If your policy number starts with 72, your NRMA Travel Insurance was issued by Zurich Australian Insurance Limited (ABN 13 000 296 640, AFSL 232507), arranged and administered by Cover-More Insurance Services Pty Ltd ABN 95003 114 145, AFSL 241713 and promoted and distributed by Insurance Australia Limited ABN 11 000 016 722, AFS Licence No. 227681 trading as NRMA Insurance (NRMA Insurance) as well as by its authorised distributors. Limits, sub-limits, exclusions, terms and conditions (including eligibility criteria) apply. Any advice provided is general only and does not take into account your individual objectives, financial situation or needs. Consider your own needs and the Combined FSG/PDS to decide if this product is right for you. For information on the Target Market and Target Market Determinations visit Target Market Determinations (TMD). If you purchase this product from NRMA Insurance or its authorised distributors, they may receive a commission, for more information please refer to NRMA Insurance’s FSG.
Policies from 14 June 2023–28 May 2024, starting with 72 refer to Travel Insurance PDS June 2023.
WA, SA and NT - NRMA Travel Insurance policy numbers starting in TVLN
Policies starting with TVLN, your NRMA Travel Insurance policy was issues by Insurance Australia Limited (ABN 11 000 016 722), trading as NRMA Insurance. NRMA Insurance is part of the Insurance Australia Group.
Policies from 10 September 2023–3 December 2023, starting with TVLN refer to Travel Insurance PDS September 2023.
Policies from 28 November 2021–9 September 2023, starting with TVLN refer to Travel Insurance PDS November 2021.
