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.

Travel Insurance Refunds

If you would like to apply for a refund, call us on 13 1000

Allianz Global Assistance Complaints & Dispute Resolution

Resolving complaints or disputes easily

Complaints and disputes are not an everyday occurrence at Allianz Global Assistance, as we strive to do things the right way and keep our customers happy. Sometimes though complaints and disputes do occur, and when this happens our objective is to resolve them in a fair, transparent and timely manner.

If you have a complaint

Regardless of whether the complaint involves our employees, authorised representatives, investigators or the service we provide, please contact us.

Complaint process

If you are dissatisfied with our service in any way, please contact us and we will attempt to resolve the matter in accordance with our internal dispute resolution procedures.

If we do not make a decision within the period that we tell you we will respond, we will inform you about your right to lodge a complaint with an external dispute resolution scheme.

External Dispute Resolution: –If you are not happy with our response, you can refer your complaint to the Australian Financial Complaints Authority (AFCA) subject to its terms of reference. 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:
Australian Financial Complaints Authority (AFCA)
GPO Box 3
Melbourne VIC 3001

Phone: 1800 931 678
Fax: (03) 9613 6399

Client Services Department contact:
1300 725 154

AWP Australia Pty Ltd
Trading as Allianz Global Assistance
ABN 52 097 227 177
AFS Licence No. 245631
Level 16, 310 Ann Street

Frequently Asked Questions - Claims

Call emergency services immediately if your condition is life threatening

Otherwise, call us on +61 7 3305 7499 (overseas) or 1800 010 075 (within Australia)

If the unexpected happens while on your trip call us as soon as you can, our Australian-based case managers are here for you 24 hours a day, 7 days a week, with registered nurses and doctors available. They’ll step you through the process and take care of things. If you can’t call us straight away, make sure you keep any documentation that may help with your claim, this could include, receipts, invoices, medical records or police reports, and contact us as soon as you’re able to. Please note that 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. 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 medical expenses or cancellation arising from injury, sickness or death, the usual treating doctor in Australia must complete this section of the form.

You can make a claim online while on your trip or upon your return to Australia through our Travel Claims website

Have your policy number and personal details ready. We may also ask you for receipts, medical records, police records or your travel itinerary.

If you’re in Australia and need assistance with your claim call our claims team on 1300 725 154.

For 24/7 emergency assistance call +61 7 3305 7499 (overseas) or 1800 010 075 (within Australia).

Please note additional charges may apply for any calls made from mobiles, public telephones or hotel rooms.

An excess is an amount which may be deducted from any claim payment we make to you. Please read the following about the types of excesses which may apply to your policy.

Base Excess

Every travel insurance policy has a base excess and it'll apply to all insured events causing a claim, unless we state in the Product Disclosure Statement that there is no excess payable or that other excesses apply.

When purchasing your policy you will have the option to choose your base excess amount. Varying your base excess will affect your premium in 1 of 2 ways:

  • reducing the base excess will increase the premium you pay; or
  • increasing the base excess will reduce the premium you pay.

Medical excess

If you have a pre-existing medical condition we agree to cover, it may incur a medical excess. Claims arising from your assessed medical conditions will incur your chosen medical excess instead of your chosen base excess. We’ll inform you during the medical assessment if the assessed medical conditions will incur a medical excess.

Additional excess

Snow and adventure packs have an additional excess of $500 per pack, which can't be changed or removed. Overseas Medical & Hospital Expenses or Cancellation claims arising from your participation in snow sport or adventure activities will incur a $500 excess in addition to your chosen base excess.

In most cases, we will deduct the excess or excesses from your claim payment. If you have to pay an excess or excesses we’ll let you know during the claims process. You can find out what excesses may apply to you in the Product Disclosure Statement and in your policy documentation.

Yes, even if the insured event was not caused by you, any applicable excess or excesses will still be payable. You can find out what excesses may apply to you in the Product Disclosure Statement and in your policy documentation.

Medical cover under this policy ends upon you being safely repatriated home to Australia, from which point the local healthcare system will provide you with any further treatment you require.

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 can have your situation reviewed as part of the Allianz Global Assistance internal dispute resolution (IDR) process. If you would like a review, please contact Allianz Global Assistance on 1800 426 349. If you are not satisfied with the outcome, you can take your complaint to the next stage of the IDR process. Simply contact us on 1300 795 636. If this does not resolve the matter, any complaint or dispute can then be lodged with the Australian Financial Complaints Authority:
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 Claims section of the Product Disclosure Statement

Allianz Travel Insurance is a great choice

In 2020, Forbes magazine named Allianz SE one of the world's largest public companies, making Allianz SE one of the global leaders in insurance. Allianz Australia Insurance Limited and Allianz Global Assistance are both part of the Allianz SE group of companies.

Global reach and expertise

Emergency Assistance 24 hours a day, 365 days a year

Registered Nurses and Doctors available

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, present and emerging.