Travel Insurance claims

It’s easy to submit your claims online using our simple process

If you need immediate emergency assistance, contact the local emergency services at your destination. Otherwise, if the unexpected happens while you’re on your trip, contact us on +61 7 3305 7499 as soon as you can. If you need help while travelling, Australian-based case managers are here for you 24/7, with registered nurses and doctors available. Call charges may apply.

If you can’t call us right away, make sure you keep any documentation that may help with your claim. This could include things like receipts, invoices, medical records, or police reports. 

Have a question about your claim?
If you’re in Australia and need help with your claim, you can call our local claims team.
Follow these simple steps to lodge a Travel Insurance claim with us. If you’re unable to submit your claim through the portal, get in touch and our team will be able to help.
Log in to the Travel Claims website using your Allianz Travel Insurance policy number, name and date of birth to complete the claim form.
You’ll need to provide documentation that supports your claim for us to assess it. You can upload this information or email us.
Once we’ve received the claim, one of our friendly claims consultants will contact you within 10 business days.
Completing your claim form is quicker if you have all the details at hand before you start. You’ll need the following details and documents ready to submit your claim: 
  • Your policy number and personal details
  • Supporting documentation for your claim (this could include your itinerary, receipts, authorisation letters, medical records, police reports, or flight details)
  • Bank account details for payment of your claim

If you don’t have all the information or documentation to complete your claim online, you can save it at any point and come back to it when you’re ready. Once your claim has been submitted online, you won’t be able to edit the details of your claim submission. You can email additional information together with your Online Submission Number (OSN) to Travel Claims. Your OSN is a unique number attached to your claim so we can identify it. It’s given to you when you submit your claim.

You can also track the progress of your claim online. You’ll need your OSN, last name and date of birth.

Once we’ve received your claim, we’ll do the following:

  • Send you an email confirmation with a summary of your claim, including your OSN.
  • Contact you within 10 business days to give you an update on the progress of your claim and encourage you to contact us if you have any questions.
  • Assess your claim and contact you if we need more information.
  • Provide you with a written outcome of your claim. If your claim is accepted, we’ll make prompt payment and provide transaction details. If your claim isn’t accepted, we’ll advise you of the reasons and your right to request a review.


We strive to do things the right way and keep our customers happy, but we understand that not everyone agrees with the outcome of their claim. We aim to resolve disputes in an honest, efficient, fair, transparent and timely manner. If you’re not happy with an outcome or decision made about your claim, please contact us and we’ll aim to resolve your complaint using our internal dispute resolution (IDR) process

Allianz Global Assistance contact details

Allianz Global Assistance website

1300 795 636

Email IDR Committee

Locked Bag 3014, Toowong DC QLD 4066

If you’re not happy with how we’ve handled your complaint, or we don’t make a decision within the timeframe we tell you, you can escalate your complaint to the Australian Financial Complaints Authority (AFCA). AFCA provides a free and independent dispute resolution service for consumers who have general insurance disputes falling within its terms. 

 If you want to refer your complaint to external dispute resolution, you can contact AFCA using the following details:

The Australian Financial Complaints Authority

AFCA website

1800 931 678

Email AFCA

GPO Box 3, Melbourne VIC 3001

Call emergency services in your location immediately if your condition is life threatening.

Otherwise, call us on +61 7 3305 7499 (overseas) or 1800 010 075 (within Australia). Additional charges may apply for any calls made from mobiles, public telephones or hotel rooms.

If you receive medical treatment overseas, you can either:

  • pay for your reasonable medical bills and submit a claim for reimbursement or 
  • submit the account with your claim form to Allianz Global Assistance to pay the provider directly. 

In both scenarios, the expenses will be reviewed to determine if coverable by the policy.

Medical expenses must be incurred on the advice of a Medical Adviser. Make sure that you obtain a detailed medical report outlining the condition treated and treatment received.

If your claim relates to an expense arising from injury, sickness or death, our claims assessor may request additional information from you including a Medical Certificate completed by the patient’s usual treating doctor.
An excess is an amount which may be deducted from any claim payment we make to you. The following excess types may apply to your policy:

Every travel insurance policy has a base excess, which will be shown on your Certificate of Insurance. It'll apply to all insured events causing a claim, except under certain benefits. Refer to the Excesses section of the Product Disclosure Statement (PDS) for the benefits that don’t have an applicable excess. 

When buying your policy, you’ll have the option to choose your base excess amount. You may vary the base excess on any of our plans by choosing to:

  • pay an additional premium to decrease the base excess or
  • reduce the premium you pay for your policy by increasing the base excess. 
If you have a pre-existing medical condition we agree to cover, you may need to pay a medical excess. You’ll pay your chosen medical excess instead of and not in addition to your chosen base excess for claims resulting from your assessed medical conditions. We’ll inform you in writing if a medical excess applies. Any applicable medical excess will be shown on your Certificate of Insurance.

Some benefits attract an additional non-removable excess which is applied on top of the base excess.

Snow and Adventure packs have an additional excess of $500 per pack meaning you’ll need to pay a $500 excess in addition to your chosen base excess for Overseas Medical & Hospital Expenses or Cancellation claims resulting from your participation in snow sport or adventure activities. Refer to the Excesses Section of the PDS for more information. 

In most cases, we’ll deduct any excesses from your claim payment. If you have to pay any excesses, we’ll let you know during the claims process. You can find out what excesses may apply to you in the PDS and in your policy documentation (Certificate of Insurance).
Yes, all applicable excesses apply to all events that cause a claim. You can find out what excesses may apply to you in the PDS and in your policy documentation (Certificate of Insurance).
Medical cover ends when you’re safely repatriated home to Australia, after which the local healthcare system will assist you with the support you need.

We support the General Insurance Code of Practice. The purpose of the Code is to raise standards of practice and service in the general insurance industry.

If we refuse your claim or part thereof, you can request a review. If you're still not happy with the outcome of your claim, you can have your situation reviewed as part of the Allianz Global Assistance internal dispute resolution (IDR) process. Refer to the Product Disclosure Statement (PDS) under the heading ‘Complaints and disputes’ for more details.

Our Client Services Department contact details are:

1300 725 154

Allianz Client Services

Level 16, 310 Ann Street

Brisbane, QLD 4066

If you’re not satisfied with our response or you feel your matter isn’t resolved, you can refer your complaint or dispute to the Australian Financial Complaints Authority (AFCA). AFCA provides a free and independent dispute resolutions service for consumers who have general insurance disputes falling within its terms.

AFCA’s contact details are:

Email AFCA

1800 931 678

Australian Financial Complaints Authority

GPO Box 3

Melbourne, VIC 3001

If you would like to apply for a refund, call us on 13 1000.
Allianz acknowledges Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands on which we live and work across Australia. We pay our respect to First Nations Elders past and present.

Any advice here does not take into account your individual objectives, financial situation or needs. Terms, conditions, exclusions, limits and applicable sub-limits apply. Before making a decision about this insurance, please consider the relevant Product Disclosure Statement (PDS)/Policy Wording and Supplementary PDS (if applicable). Where applicable, the PDS/Policy Wording, Supplementary PDS and Target Market Determination (TMD) for this insurance are available on this website.

Travel Insurance is issued and managed by AWP Australia Pty Ltd ABN 52 097 227 177 AFS Licence No. 245631, trading as Allianz Global Assistance (AGA) as agent of the insurer Allianz Australia Insurance Limited ABN 15 000 122 850 AFS Licence No. 234708 (Allianz). Travel Insurance is underwritten by the insurer Allianz. Terms, conditions, exclusions, limits and applicable sub-limits apply.

We don’t provide advice based on any consideration of your objectives, financial situation or needs. Before making a decision, please consider the Product Disclosure Statement available on this website. If you purchase this insurance, AGA will receive a commission that is a percentage of the premium. Ask us for more details before we provide you with any services on this product.