A visitor staying with us once had their camera stolen in Sydney and had no idea where to even start with the claim. It’s genuinely simpler than people expect, but only if you do a couple of things right at the time it happens, not weeks later.
Quick answer: To claim on travel insurance in Australia, report the incident to police or the relevant authority immediately (required for theft claims), keep all receipts and documentation, and submit your claim to your insurer as soon as possible, most require claims within 30 days of returning home or of the incident.
Step 1: Act at the Time, Not Later
The single biggest reason claims get rejected or reduced isn’t fraud, it’s missing documentation because people didn’t realise what they’d need until they were back home. Whatever happens, before you do anything else:
- Theft: report to local police within 24 hours and get a written police report or event number, insurers almost universally require this for theft claims
- Lost luggage or delayed baggage: get a Property Irregularity Report (PIR) from the airline before you leave the airport
- Medical treatment: keep every receipt, referral letter, and discharge summary, even for a simple GP visit
Step 2: Know What Your Policy Actually Requires
Every insurer’s claims process differs slightly, but nearly all require the same core documents:
- Proof of the policy (your certificate of insurance)
- Proof of the incident (police report, PIR, medical report)
- Proof of cost (original receipts, invoices, bank statements showing the expense)
- Proof of ownership for stolen items (original purchase receipt or bank statement showing the purchase, photos are helpful but rarely sufficient alone)
Step 3: Submit as Soon as Possible
Most policies specify a claims window, commonly within 30 days of the incident or of returning home, though this varies by insurer. Submitting late doesn’t automatically void your claim, but it does give the insurer grounds to query it, and memories and paperwork get harder to produce the longer you wait.
How Claims Are Usually Submitted
Almost all major travel insurers now handle claims online or through an app, you generally upload your documents through a portal rather than mailing anything. Keep a copy of everything you submit, along with your claim reference number, until the claim is fully resolved.
What Commonly Gets Claims Rejected
- No police report for a theft claim — this is the single most common reason
- Claiming for an excluded activity — check your PDS before assuming an activity was covered, particularly for adventure sports
- Pre-existing conditions not disclosed at purchase — even unrelated ones can complicate a medical claim if the insurer finds an undisclosed condition during review
- Missing original receipts — a bank statement alone often isn’t accepted as sole proof of an item’s value
If Your Claim Is Rejected
You can request a formal review from the insurer, most have an internal dispute resolution process. If that doesn’t resolve it, the Australian Financial Complaints Authority (AFCA) handles insurance disputes for free and is worth using before giving up on a claim you believe is legitimate.
Final Thoughts
Most travel insurance claims that go smoothly have one thing in common: the person did the boring admin (police report, receipts, PIR) in the moment, even while dealing with the actual stress of the incident. It feels like an annoying extra step at the time, but it’s the difference between a straightforward reimbursement and a drawn-out dispute weeks later.
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*This article is for general informational purposes only and does not constitute financial or insurance advice. Always review your specific policy’s Product Disclosure Statement for exact claims requirements and timeframes.*