What should I do if I have an overseas emergency?

Travelling overseas can be an exciting adventure. But occasionally, things don't go according to plan. By taking out travel insurance, you're protecting yourself from all sorts of travel mishaps, including delays, disasters, theft and medical emergencies.

It's important to be prepared, so make sure you carry the following with you while you're travelling:

  • A copy of your Certificate of Insurance and our emergency assistance phone numbers
  • A list of your credit card numbers, in case you need to cancel them
  • A photocopy of your passport.

You may also want to leave another copy of these things in a safe place with someone at home, along with original receipts for any high value items you are carrying with you.

If you have a medical emergency while you're away

Step 1: Call our 24/7 emergency assistance phone number (toll free or reverse charges)

Step 2. A team of nurses and doctors is on hand to help you find medical treatment. If you do not need major hospital treatment, you are also free to see a local doctor for advice.

Step 3. Keep the original receipts for your treatment and any incidental expense you incur.

Step 4. When you get home, make a claim.

If your luggage or a personal item is stolen

If you have International Comprehensive cover and Domestic cover

Step 1. Go to the nearest police station and file a report within 24 hours of the theft.

Step 2. Obtain the original police report

Step 3. If you need help replacing your passport or credit cards, call our 24/7 Emergency Assistance phone number.

Step 4. When you get home, make a claim

If your travel service provider loses your luggage

If you have International Comprehensive cover and Domestic cover

Step 1. Report the loss to the transport service provider (such as your airline) within 24 hours and make sure you obtain a written report confirming your loss and the amount of compensation they are paying.

Step 2. When you get home, make a claim.

If all your luggage is delayed

If you have International Comprehensive cover

Step 1. Report the loss to the transport service provider (such as your airline)

Step 2. Keep in touch with them so they can get your luggage to you as soon as possible. Cover is available for the purchase of emergency items such as clothing and toiletries so keep the receipts for items you buy while all your luggage is delayed.

Step 3. Obtain a report from the transport service provider confirming all your luggage was delayed, the length of time it was delayed and details of compensation payable by them.

Step 4. When you get home, make a claim.

Related information

 

This is general advice only. Limits, conditions and exclusions apply. Please read the product disclosure statement available online at auspost.com.au/travelinsurance when considering the right product for you. Australia Post is an authorised representative, AR 338646, of Travel Insurance Partners AFSL 360 138. Insurance is issued by Great Lakes Reinsurance (UK) PLC ARBN 127740 532, ABN 18 964 580 576, AFSL 318603 trading as Great Lakes Australia.

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