Help and emergencies

Our team of doctors, nurses, travel agents and case managers are there to help you 24 hours a day, 7 days a week.

We can help organise medical care, contact providers to get new travel documents or credit cards and even change your travel plans if your travel agent is not available.

Important information regarding world events

Advice for medical and luggage issues

Medical issues Click to expand Click to collapse

If you have a medical emergency while away, we're here to help:

Emergency assistance

  1. Call our 24/7 emergency assistance team direct and toll free. (Please note the cost of a local call may apply if calling from a pay phone.)
  2. We'll help you find medical treatment. If you don't need major hospital treatment, you can see a local doctor for advice.
  3. Keep the original receipts for your treatment and any incidental expenses.
  4. When you get home, make a claim.

Medical evacuations

Our international plans include cover for medical transfers or evacuations if required and approved by our Emergency Assistance team.

Call our 24/7 emergency assistance team.

For detailed information about what we cover, please check the Product Disclosure Statement.

Luggage issues Click to expand Click to collapse

Our International Comprehensive and Domestic plans cover your luggage for loss, damage and theft. Remember that you must take all reasonable precautions to safeguard your luggage.

Stolen or lost items

  1. File a report with the police within 24 hours. (This is a requirement of your policy, but if it is impossible to do so, this will be taken into account when your claim is assessed.)
  2. Keep the original police report.
  3. If you need help replacing your passport or credit cards, call our 24/7 emergency assistance phone number.
  4. When you get home, make a claim.

Items lost by transport provider

  1. Report the loss to the transport service provider (such as your airline) within 24 hours.
  2. Obtain a written report from them confirming your loss and the amount of compensation they are paying.
  3. If you need help replacing your passport or credit cards, call our 24/7 emergency assistance phone number.
  4. When you get home, make a claim.

Items delayed by transport provider

  1. Report the loss to the transport service provider (e.g. your airline) within 24 hours.
  2. Obtain a written report from them confirming that your luggage was delayed, the length of time it was delayed and details of compensation payable by them.
  3. Keep in touch with them so they can get your luggage to you as soon as possible.
  4. Keep your receipts for the purchase of emergency items like clothing and toiletries.
  5. When you get home, make a claim.

Please note: Item and individual cover limits apply depending on the travel insurance plan selected. Delayed items are covered under our International Comprehensive plan only. Please check our Product Disclosure Statement for full details.

Contact the emergency team

Contact our team in Australia direct and toll free, using the numbers below. (Please note the cost of a local call may apply if calling from a pay phone.) Please have your policy number handy and a phone number to call you back on. 

Country you are calling from

Phone

Canada

1 855 802 3393

New Zealand

0800 284 343

United States

1 855 802 3393

United Kingdom

0800 096 8819

All other countries call

+ 61 (2) 8907 5647

This advice is general in nature, and doesn't consider your personal situation. You should consider your own needs and the Product Disclosure Statement (PDS) before making a decision to buy the product.

Limits, conditions, exclusions and fees apply. Policies may not be available to all travellers. Australian Postal Corporation ABN 28 864 970 579 (AR No 338646) is the distributor of Australia Post Travel Insurance and is an Authorised Representative of Australia Post Services Pty Ltd ABN 67 002 599 340 (AFSL No. 457551). Insurance products are issued by Great Lakes Australia ARBN 127 740 532, ABN 18 964 580 576, AFSL No. 318603. Review your own needs and the relevant Product Disclosure Statement before deciding to buy this insurance. Download a copy of the combined FSG/PDS (548kb) here, or for our In-store international Travel Insurance policy download a copy of the $6 a day Travel Insurance Product Disclosure Statement (388kb) here or the $10 a day Travel Insurance Product Disclosure Statement (444kb) here, or contact us on 1300 728 015 or email auspost@travelinsurancepartners.com.au

Claims advice on world events

Check claims advice on natural disasters and other world events.

Check now