Help and emergencies

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) and the policy within 24 hours.
2. Obtain a written report from the transport services provider and the police 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.