Contact Us
 
 

Hi! Let's get started

To view the status of an existing claim or upload documents, please login to your Policy and Claims Manager.

3 Easy Steps To Submit A Claim Online

  • start Log in to Policy and Claims Manager and
    Launch the Online
    Claims Form
  • form Complete the Form
    (it will take about 10 minutes)
  • attachments Attach receipts and other
    required documents

 

Supporting documents you'll need...

We are going to need certain documents and evidence from you. But don't worry, we've kept it simple, and we only ask for documents that we need.
Select the scenario you're claiming for and we'll tell you what documents are required.

Overseas Hospital & Medical Expenses

If you were injured or became ill overseas and have medical or hospital expenses to be reimbursed, there will be some specific documents that you will need to provide.

Medical & Dental documents you'll need include:

  • Medical report from your doctor in the country where the event occurred
  • Overseas hospital admission & discharge summary (if you were hospitalised)
  • We may also require a medical certificate from your local GP, specialist or dentist


Whilst the type of claim will determine some specific supporting documents, there are some standard requirements applicable to all claims.

General documents required to support your claim:

  • Your original return flight schedule/itinerary (with terms and conditions)
  • Receipts or  proof of payment for each expense you are claiming
  • An official report to verify what happened or the event that led to your claim
  • Completion of an online Digital Identity Check (or proof of ID)
     

! Top Tip

Try to obtain as much documentation as possible at the time of the event, as it can be difficult to obtain some documents once you return to Australia.

 

Trip Cancellation Expenses

If your trip was cancelled due to a natural disaster, bad weather, medical event or family emergency we will require some evidence from you. The documents you'll need are:

  • Tax invoices with the total cost of your pre-paid travel and accommodation arrangements.
  • Refund advice, penalty or cancellation fees (if applicable) to confirm whether your booking was non-refundable. Contact your travel provider first and ask for a refund. If they decline or partially pay the claim, ask for a Refund Advice document and provide to us.
  • Proof supporting the reason for cancellation. For example, if your claim is medical, supporting documents may include a doctors note. If your claim is non-medical, it may include a letter from the relevant authority such as an airline, cruise liner or tour company; or it may include a copy of a death certificate.  

     


Whilst the type of claim will determine some specific supporting documents, there are some standard requirements applicable to all claims.

 

General documents required to support your claim:

 

  • Your original return flight schedule/itinerary (with terms and conditions)
  • Receipts and proof of payment for each expense you are claiming
  • An official report to verify what happened or the event that led to your claim
  • Completion of an online Digital Identity Check (or proof of ID)

! Top Tip

Most insurers won’t cover you if you want to cancel a trip simply because you changed your mind. If you are affected by a flight cancellation that is within the airline's control such as technical, mechanical, operational or engineering, you should contact the airline to try and resolve the issue.

Additional Accommodation or Travel Expenses

If you have additional accommodation or travel expenses due to re-arranging your trip The documents you'll need are:

  • Original and amended flight itinerary including the terms and conditions/fare rules for the booking and the total cost of your travel and/or accommodation arrangements.
  • Receipts/proof of payment for the additional expenses claimed.
  • Documentation outlining the cause of your expenses (i.e. medical report, letter from airline if delayed).

General documents required to support your claim:

  • Your original return flight schedule/itinerary (with terms and conditions)
  • Receipts or  proof of payment for each expense you are claiming
  • An official report to verify what happened or the event that led to your claim
  • Completion of an online Digital Identity Check (or proof of ID)

! Top Tip

Where you have a claim for additional accommodation and non-refundable pre-paid accommodation costs for the same period, we will pay the higher of the two costs, not both. You should try to minimise expenses where possible and keep extra expenses such as food, accommodation and transport at the same standard as the rest of your trip.

If you have lost, damaged or stolen luggage & personal effects (including phones, laptops)

The documents you'll need are:

  • Proof of ownership/ receipts/bank statements for each item lost, stolen or damaged.
  • Proof of loss (i.e. police report, report to hotel, airline, etc.)
  • A repair quote from a reputable provider should the item be damaged.
  • Evidence of a blocked IMEI (International Mobile Equipment Identity Number) for a lost, stolen, or damaged phone.
  •  

    General documents required to support your claim:

    • Your original return flight schedule/itinerary (with terms and conditions)
    • Receipts or  proof of payment for each expense you are claiming
    • An official report to verify what happened or the event that led to your claim
    • Completion of an online Digital Identity Check (or proof of ID)

    ! Top Tip

    We understand that you might not be able to produce receipts for every item, particular ones that are years old, but you should be able to provide evidence of ownership. For example, you could contact the merchant or provide bank or credit card statements.

If the hire car accident you were involved in required an excess payment

The documents you'll need are:

  • A police or accident report from the relevant authority.
  • A full copy of your rental vehicle agreement which states the excess you were liable to pay under the agreement.
  • A quote or repair invoice for the rental vehicle damage.
  • A copy of your receipt or credit card statement showing the amount paid for the rental vehicle excess or for the expenses incurred relating to the damaged vehicle.

General documents required to support your claim:

  • Your original return flight schedule/itinerary (with terms and conditions)
  • Receipts or  proof of payment for each expense you are claiming
  • An official report to verify what happened or the event that led to your claim
  • Completion of an online Digital Identity Check (or proof of ID)

! Top Tip

If your belongings are stolen during daylight hours from your locked rental car and you have complied with the conditions of cover the Luggage and Personal Effects benefit provides cover up to $200 for each item and a maximum of $2,000 in total for all stolen items.

If you are claiming for another reason

The documents you'll need are:

  • Upload documentation explaining/supporting the reason for the expenses incurred.
  • Receipt/Proof of payment for the expenses incurred relating to this event happening.

General documents required to support your claim:

  • Your original return flight schedule/itinerary (with terms and conditions)
  • Receipts or  proof of payment for each expense you are claiming
  • An official report to verify what happened or the event that led to your claim
  • Completion of an online Digital Identity Check (or proof of ID)

Contact Claims

 

The fastest way for your claim to be assessed is by using the Online Claims Form. ​​​​​It only takes a few minutes and the information immediately appears on our systems.

You can also lodge a claim by post, however, this may add unnecessary delays to your assessment. A downloadable Claims Form is available and you can post it to PO Box 6798, Baulkham Hills, NSW 2153.

You can also email the team.

Medical emergency?

If you're currently overseas with a medical emergency, then please call our 24/7 assistance team who can help.

 

helpful Claims FAQs

  • What Can I Expect Once My Claim Has Been Lodged? 

  • Once all the necessary documentation has been provided, your claim will be processed within 10 business days. Please note: we need certain documents to properly assess your claim. We are unable to assess claims lodged without the required documentation. If you have provided some, but not all documentation, we’ll be in touch within 10 business days requesting further documents. 

  • Can I Lodge A Claim If I Don't Have All Of The Required Documents? 

  • We are able to assess claims quicker if we receive all the required documentation along with your claim. However, you can lodge a claim right now and attach any missing documents at a later stage. 

  • How Do I Add More Documents To My Existing Claim? 

  • Once your claim has been lodged, you can provide additional documentation via the 'Upload Documents to existing claim' button at the top of this page. It is the fastest way to provide us with additional documentation. All you need to do is enter your Claim Number and attach your documents. They will then appear immediately in our systems. If you have lodged a claim by phone, then please email your attachments to [email protected] 
     
    You can also provide additional documentation by emailing [email protected], including the Claim Number in the subject line. However, as the inbox is reviewed periodically, it may add unnecessary delays to your assessment. The 'Upload Documents to existing claim' button at the top of this page is the fastest way to provide additional documentation. 

  • How do I find out the status of my claim?

  • You can login to our Policy Manager to find out the status of your claim or in most cases you will receive an email from our team with your claims outcome. You won't see an outcome until you have provided all the required documentation for your claim to be formally assessed. We follow the General Insurance Code of Practice and have 10 business days to be in touch with you with information on your claim. Please bear this in mind if you are trying to find out your claim status. Business days means Monday to Friday, so if you get in touch over a weekend, it may take a little longer.

  • What Happens If I Miss My Flight Or If Flights are Delayed/Cancelled?

  • In the first instance, you should contact the airline to see if any alternate arrangement can be made or if any compensation may be offered.  You should retain any documentation provided by the airline or receipts for any out-of-pocket expenses which you may incur as a result of the delay or cancellation so that you can submit them should you need to make a claim. We do not cover for cancellation, delays or rescheduling which are at the fault of the airline as the responsibility falls on the transport provider to supply you with the services you have paid them for. We do cover your additional accommodation and travel expenses in unforeseen circumstances such as a natural disaster or strike affecting your trip. Please see more information about travel insurance and cancellation cover.

  • Am I covered if my luggage is delayed or lost?

  • We are unable to cover for items items that were lost by airlines and other transport carriers. We do not cover for any loss or damage to items jewellery, mobile phones, tablets, cameras, video cameras, personal computers, computer equipment or their accessories after you have checked them into the hold and until you have collected them again from the luggage conveyor as the transport is at fault for their loss or damage and you should seek compensation from them. See more information on our travel insurance and luggage cover.

  • Am I covered for Covid? 

  • 1Cover offers overseas medical coverage if you test positive for Coronavirus (COVID-19) and require medical treatment while overseas. However, at this time we do not cover any cancellation costs or additional costs incurred because of Coronavirus (COVID-19). See more information is our Covid Information Hub. 

  • Am I covered for riding a scooter?

  • In order to be covered under a 1Cover policy when driving a motorcycle you need to hold a current Australian motorcycle licence if the motorcycle or scooter has an engine capacity greater than 50cc. You must also always be wearing a helmet.  
    You also need to be aware that cover will not be provided to you if you are a passenger on a moped, scooter or motorcycle if the person in control does not have a valid motorcycle or driver’s licence valid for the country you are travelling in. Please read the PDS for full terms.

  • What Is Considered An Emergency Claim?

  • If you suffer an illness or injury that requires emergency transportation, hospitalisation or repatriation and/or is likely to cost more than A$1,000 to treat, you (or someone else on your behalf) should contact us as soon as possible. You should contact us if:

    • You or a travelling companion are seriously ill or injured.
    • You are overseas and have a medical bill that you need assistance paying or require a payment guarantee.
    • You are being treated as a hospital outpatient and the total cost of treatment will exceed $1,000.
    • You are receiving medical treatment in the United State of America (regardless of the cost).
    • You have been involved in a motor vehicle accident.
    • You are experiencing a family emergency.
    • You have been robbed or assaulted and need assistance.
    • You are dealing with lost or stolen passports.
    • You feel that you are in a vulnerable position and would like to speak with someone.
  • How do I claim for missed port cover?

  • If your cruise has been affected and you wish to make a claim for missed ports, the best way to do this is using our online claim form: https://www.1cover.com.au/claims/making-a-claim. When submitting your claim, please select the benefit type "Other". You will need to provide a copy of your itinerary and a letter from the cruise ship specifying the ports missed and the reason for the missed ports. Please Note: a) our missed ports benefit amount is $250 per missed port, per adult listed on the policy. b) The missed port benefit is capped at a total benefit limit of $750 per Adult. c) A $200 excess applies per policy per event (not per person or per port).

  • What Should I Do In An Emergency?

  • In an emergency, you should call the relevant local emergency services. For example, call an ambulance or go to the nearest hospital or medical facility. In the event of an assault or robbery, call the local police. You should contact our emergency services as soon as practicable. Our team of experienced doctors, nurses, travel consultants and case managers are here for you, 24/7. Our multilingual experts can liaise with the treating medical facility and assess your case. If necessary, we’ll arrange to medivac you to a more suitable hospital or repatriate you back home to Australia. Throughout the process, we will monitor your condition and (with your permission) keep your family and friends updated.

  • What Should I Do In A Non-Emergency Claim Situation?

  • For any damage, loss or theft of your personal effects or luggage, you should report the incident to a relevant authority within 24 hours (police, hotel, airline, cruise company, tour guide etc) and obtain a copy of the report. If you're unwell and your ailments are minor, such as those that only require a GP visit, you may choose to visit a doctor and pay for your visit, then submit a claim at your convenience from overseas or once your return home. The same applies if you've incurred hospital or medical costs less than $1,000 and you have NOT received medical treatment in the United States of America. Provided you no longer require further assistance you can pay and submit your claim. Preferably within 30 days of your return.

READ ALL FAQS

 

1Cover ® is a registered trademark of 1Cover Pty Ltd. 1Cover Pty Ltd ABN 91 105 954 265, is an authorised representative of Coffre-Fort Pty Limited ABN 66 125 358 518, AFS Licence No. 472457. Before you buy, please read the Product Disclosure Statement and Target Market Determination. Any information contained on this website is general advice only and has been prepared without taking into account your objectives, financial situation or needs. You should consider these having regard to the Product Disclosure Statement (‘PDS’). Before you purchase, please note in particular, the eligibility criteria, travel warnings in place and limitations to claim under multiple policy sections.

This insurance is underwritten by HDI Global Specialty SE – Australia.