Travel Insurance Claims

Make a claim

We are temporarily ceasing sales of Travel Insurance

These are unprecedented times and many industries are feeling the impact of COVID-19 - especially the Travel Industry. Following the advice of the Australian Government for Australians not to travel overseas, and the decisions of a number of Australian State and Territory Governments to impose travel and other restrictions, Allianz Global Assistance is temporarily ceasing the sale of new domestic and international Travel Insurance policies effective from Friday 27 March 2020.

There may be other insurance options available to suit your requirements; please refer to the Insurance Council of Australia website for a list of alternative providers.

COVID-19 and Travel Advice Warning Update

Our Travel Insurance policies do not cover claims related to COVID-19. In addition, if you travel to a country where the Australian Government has issued an advice or warning of “Reconsider your need to travel” or “Do not travel”, then your claim may not be covered, even if it arises from an event unrelated to COVID-19. Please check travel advisories on Smartraveller for up to date information.

If you are looking for information about the impact of COVID-19 on travel insurance, read our FAQs. Refer to your Product Disclosure Statement for cover details.

Travel Claims

All claims will still be assessed. Our Travel team is currently experiencing high call volumes and waiting times.
If you need to make a travel claim, we encourage you to do so online.

Travel Insurance Refunds

You can check your eligibility and apply for an insurance refund.

How to submit a travel insurance claim

To save you time, we’ve made our Travel Insurance claims process as straightforward as possible. Simply follow the steps below.

  1. Go to the Travel Claims website
  2. Log in using your Allianz Travel Insurance policy number, name and date of birth.

Can I track my claims progress?

Yes, you can track your claim’s progress anytime by using the My Claim Status tool on the Travel Claims website.

Frequently Asked Questions - Claims

For emergency assistance, Allianz Global Assistance is only a telephone call away. The team will help with medical problems, locating the nearest medical facilities, your evacuation home, locating the nearest embassies and consulates, as well as keeping you in touch with your family and work in an emergency.

If you are hospitalised, you or a member of your travelling party MUST contact us as soon as possible. If you do not, we will not pay for expenses or for any evacuation or airfares that have not been approved or arranged by us.

If you are not hospitalised but you are being treated as an outpatient and the total cost of such treatment will exceed $2,000, you MUST contact us as soon as possible.

Please note that we will not pay for any hospital or medical costs incurred in Australia.

If you require emergency assistance, we are available 24 hours a day, 7 days a week.

If you are in one of the countries listed below, simply dial the number shown for that country:

Australia - 1800 010 075

Canada - 1800 214 5514

China (North) - 10 800 6100434

China (South) - 10 800 261 1323

France - 0800 905 823

Germany - 0800 182 7635

Greece - 00800 611 4107

Hong Kong - 800 900 389

India - 00080 0610 1108

Indonesia - 001 803 61 098

Italy - 800 787 451

Japan - 0066 3386 1052

Malaysia - 1800 81 5102

Netherlands - 0800 023 2683

New Zealand - 0800 778 103

Singapore - 800 6162 187

Spain - 900 996 115

Switzerland - 0800 561 361

Thailand - 001 8006 121 082

United Kingdom - 08000 289 270

United States - 1866 844 4085

For all other countries, dial reverse charge (“collect”) via the local operator on +61 7 3305 7499.

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. Medical expenses must be incurred on the advice of a Medical Adviser. Please ensure that you obtain a detailed medical report outlining the condition treated and treatment received.
If your claim relates to cancellation or medical expenses arising from injury, sickness or death, the usual treating doctor in Australia must complete this section of the form.

You must give notice of a claim as soon as possible by either:

  1. Going to the Travel Caims website and log in using your Allianz Travel Insurance policy number, name and date of birth.
  2. or
  3. Contacting Allianz Global Assistance on 13 1000.

If it is an emergency, you can contact Allianz Global Assistsance 24/7 on the numbers listed in the "What if it is an emergency?" tab above.

A standard excess is the amount which will be deducted from any claim paid to you under the sections of your policy to which an excess applies. Some policies allow for a standard excess to be increased (which lowers the premium you have to pay) or decreased (which increases your upfront premium). You will be advised which options are available to you at the time you purchase your policy.
Medical cover under this policy ends upon safely repatriating home to Australia, from which point the local healthcare system will provide you with any further treatment you require.
Yes, you can still claim. We understand that you might not be able to provide receipts for each and every item. However, you still have to provide evidence of ownership. You may submit photographic evidence in conjunction with warranty cards, manuals, receipts, bank or credit card statements to support your proof of ownership.
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 you can request a review. If we continue to refuse your claim, you may refer this decision to one of our trained Internal Dispute Resolution Officers, who have appropriate experience, knowledge and authority in relation to complaints handling. If this does not resolve the matter, any complaint or dispute can be lodged with the Australian Financial Complaints Authority if lodged on or after 1 November 2018:
Phone: 1800 931 678
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne, Victoria 3001.

Please refer to the heading Dispute Resolution Process in the Important Matters section of the PDS.

Allianz Travel Insurance is a great choice

In 2019, Forbes magazine named Allianz SE one of the world's largest insurance companies.

Global reach and expertise

Emergency Assistance 24 hours a day, 365 days a year

Registered Nurses and Doctors available when you need them

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