Part of the fun of a trip can be the unknown. But if the unknown turns out to be something unfortunate like lost luggage or a visit to a medical centre, you may need to make a travel insurance claim.
Claiming for medical and dental treatment
If you receive medical treatment or emergency dental treatment, then you need to get a medical report confirming the injury, illness or sickness and also the treatment received to support of your claim. Contact your insurer as soon as possible as they may be able to speak to the medical facility to authorise payment. If you make the payment, get a copy of a medical report along with any invoices and receipts.
Claiming for lost, stolen or damaged belongings
If your belongings are lost or stolen, report this to police immediately and keep a copy of the police report. If your luggage is damaged or misplaced by an airline or another transport provider or accommodation staff, report it to an appropriate official. Make sure you get a copy of an official report of the incident as well as documentation of any settlement offers. Any purchase receipts you have for the affected items will also help.
Making a claim
It’s ideal to make your claim as soon as possible. Check the Product Disclosure Statement of your policy to find out if there are any requirements around timing for making a claim. For claims related to international travel insurance included with eligible CommBank credit cards, or claims on CBA Travel Insurance, we recommend you start your claim within 60 days of the event or returning home, whichever is the latest. You can do this by calling Cover-More on 1300 467 951 within Australia or +612 8907 5060 from overseas (8am-5pm Mon - Fri and 9am-4pm Sat, Sydney/Melbourne time). Call charges may apply.
For eligible credit cards, you must spend at least $500 in a single transaction on your prepaid travel costs and activate to ensure you receive any cover, including Overseas Medical cover#. For World Debit Mastercards, you need to activate to receive comprehensive cover. Overseas Medical cover and personal liability insurance is automatically included.
If you activated and/or departed Australia before 7 February 2024, there is no change to the cover or eligibility requirements for that trip. Overseas Medical is automatically included and comprehensive cover is available upon activation. Refer to the Credit Card Insurances Product Disclosure Statement and Information Booklet – effective 2 June 2023.
