Making A Claim

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Guide to Travel Insurance Claims

When you submit your claim, you have to provide certain documents for SureSave to be able to assess and settle your claim. For medical claims you will usually need original medical reports, medical accounts and receipts and English translations of all documents. For personal belongings claims you will usually need a police report, proof of your ownership and value of the items and English translations of all documents.

Where Your Claim Arises Due To An Emergency

You must follow the instructions set out in Section 5. 'When You Need Help'  Once the emergency has been dealt with, you may need to submit a claim on your return. When you submit your claim, you need to attach all original documents, as set out on the claim form, including written medical reports from treating doctor explaining diagnosis provided, medical test and treatment given/requested.

Making a Claim When You Return

If you need to make a claim, you need to inform your insurer within 30 days of your return date by completing a Claim Form. When you submit your claim, you need to attach all original documents, as set out on the claim form and include relevant tickets and luggage receipts, medical reports, police reports, receipts, valuation, other proof of ownership and value, amount of any loss and any other information relevant to your claim.

Please complete the claim form in full to allow your claim to be processed quickly and efficiently.

documents You will need

There are certain original documents required in order to verify the facts of your claim and the amount of your loss or liability.

  • Written medical reports from a treating doctor explaining the diagnosis provided, medical tests and treatment given or requested.
  • Receipts for goods you buy (these should always be kept separate from the goods themselves)
  • Relevant tickets and luggage receipts.
  • Original receipts (which provide evidence of the age, value and your ownership of the goods)
  • Valuations supporting the value you have nominated for specific items.
  • Original repair quotes (which provide evidence of repair costs)
  • Written reports from the police or other relevant authorities. (These reports need to be obtained within 24 hours of discovery)
What happens if I don't have original receipts?

When we receive a personal belongings claim, you have to provide proof of your ownership and the value of the items. We understand that you might not be able to produce such receipts for each and every item, but you still have to 'tip the balance' and should be able to provide evidence of ownership where you could be reasonably expected to have such evidence. Typically, we accept photographic evidence, warranty cards, manuals, receipts, bank or credit card statements as proof of ownership, and/or a statutory declaration attesting to ownership. In the end, common sense prevails and you should ask yourself does this conclusively prove that I owned this item?

How long will it take to process a claim?

This often depends on how quickly you can get the required documents to SureSave. Once they receive all the documents a claim is processed within 10 working days.

How are claims paid?

All claims are paid in Australian dollars and the rate of currency exchange used is the rate at the time you incurred the expense.

Do I really need travel insurance?

According to smartraveller.gov.au daily hospitalisation costs in Southeast Asia regularly exceed $800 and the cost of medical evacuations from the United States regularly range from $75,000 to $95,000. Now imagine having to pay these costs yourself or organise your own medical evacuation.
While overseas travel can be exciting, there are situations where things can and do go wrong and travellers find themselves needing urgent medical assistance, help with replacing lost luggage or assistance with making an urgent trip home. This is where travel insurance really helps. Travel insurance isn't optional when you are travelling overseas.