Important Notice
Lodge a Travel Insurance Claim Online
The quickest way to lodge a claim with World2Cover is using our online claim lodgement link available 24/7 and follow the steps below:
- Register by utilising the email address you used to purchase your policy
- Once registered you will receive an email to guide you to set up your password
- If you have previously registered a claim just login using your email and password
- Once you have logged in, complete your claim details by answering all sections
- Once submitted, your claim will be assessed within 10 working days and we will let you know if we require any further information/documentation from you
What are the other options to lodge a Claim?
- By phone:
- Please call us: Phone: +61 2 9225 7599 or within Australia 02 8055 1682
- Opening Hours:
- Monday to Friday 8.00am-9.00pm AEST
- Saturday to Sunday 9.00am-6.00pm AEST
- By email: [email protected]
- By mail: Write to us at World2Cover Claims, GPO Box 4616, Sydney NSW 2001
How to make a Travel Insurance Claim?
With World2Cover, you can claim online, over the phone or by mail. Before lodging a claim, we recommend you gather all the information you can to support your claim. This includes your policy number, travel itinerary, details of the incident (including time and place), supporting documents (e.g. incident/loss reports, invoices, receipts, medical reports, boarding passes, etc.) and your bank account details (for the payment of your claim). Our online claim process allows you to attach your scanned documents directly into your secure account.
When should I lodge a Claim?
The sooner, the better. At World2Cover we suggest you submit your claim within 30 days of your return whilst the details of the event are still fresh in your mind. You can lodge a claim before collecting all documentation however we cannot fully assess your claim until we have all the information we need. We are available to help you through the process though it is always quicker if you attach all your documentation when you lodge your claim.
What to know before lodging a Claim?
Before submitting your claim, you can refer to the Product Disclosure Statement to see what you can claim and what terms & conditions apply.
How long does a claim need to be process?
Once all required documentation has been provided your claim will be assessed within 10 business days.
We will assess your claim within 10 business days of you notifying us and you providing us with all the necessary supporting documentation. If we need any additional information, a written notification or phone call will be made to You within 10 business days.
What to know about World2Cover and claims?
- When you purchase your travel insurance, World2Cover gives you the option to reduce your excess from $200 to $100 to $0 for all covers except for the International Single Trip Basics cover from $200 to $100 only. The excess amount you have chosen is the amount that will be deducted, per incident, from the assessed claimable amount on your claim.
- Old for New: Your policy provides coverage for the loss, theft or damage of your luggage# as per the policy terms & conditions.Our policy provides new for old replacement coverage up to the maximum amounts and specific limits of coverage
What is a Travel Insurance Claim?
A travel insurance claim is a formal request by a policyholder (you) to an insurance company for coverage or compensation for a loss or expense which has been incurred during the policy period.
Travel insurance is an insurance product covering unforeseen circumstances which may occur after your policy purchase or during your trip. Depending on the type of travel insurance purchased (Domestic or International) and the level of cover (Top, Essentials, Basic), you may be covered for various events such as emergency medical expenses while overseas, trip cancellation, lost luggage, flight delays, public liability, and other expenses~.
What are the steps to lodge a Travel Insurance Claim online?
- Register by utilising the email address you used to purchase your policy
- Once registered you will receive an email to guide you to set up your password
- If you have previously registered a claim just login using your email and password
- Once you have logged in, complete your claim details by answering all sections
- Once submitted, your claim will be assessed within 10 working days and we will let you know if we require any further information/documentation from you
What if I am not happy with my claims results?
After your claim has been assessed by our team you will receive written confirmation confirming the outcome of your claim.
If you do not agree with the outcome of your claim you are entitled to make a complaint to us about any aspect of your relationship with us either by phone, by email or in writing via post.
We are committed to resolving any complaint or dispute fairly and as quickly as possible. If you are dissatisfied with our service in any way, please contact us and we will do our best to resolve your concerns as soon as reasonably possible. If we are unable to or if you are still not satisfied, our Customer Complaints Team will review your complaint and provide you with a response.
When you make a complaint, please provide us with as much information as possible. You can contact us to make a complaint, or if you require assistance to lodge a complaint, using the contact details provided below:
Post: GPO Box 4616, SYDNEY NSW 2001
Email: [email protected]
Phone: (02) 9225 7599
If you are not satisfied with our response to your complaint, or we have taken more than 30 days to respond to you from the date you first made your complaint, you may be eligible to escalate the matter to the Australian Financial Complaints Authority (AFCA) if your matter is within the jurisdiction as set out in their Rules. AFCA is an independent external disputes resolution provider who can assess your matter free of charge and can issue a binding outcome on us.
You can contact the Australian Financial Complaints Authority:
Online: www.afca.org.au
Email: [email protected]
Phone: 1800 931 678 (local call cost)
Mail: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001
Interpreting Services
We are pleased to offer assistance in the following ways if you need help understanding any aspect of your travel insurance policy or claim in your language.
Contact Translating and Interpreting Services
Translating and Interpreting Services (TIS) are available 24/7 and their interpreters speak over 160 languages. They're available over the phone and in person.
Book an appointment with TIS, or call them on 131 450.
Tokio Marine & Nichido Fire Insurance Co Ltd (ABN 80 000 438 291 AFSL 246 548) is the issuer of World2Cover Travel Insurance. The 'World2Cover Travel Insurance - Combined Financial Services Guide and Product Disclosure Statement' (PDS) which includes the policy wording, is available here. Any financial advice set out above is general in nature only, and does not take into account your objectives, financial situation or needs. Because of this, you should, before acting on the advice, consider the appropriateness of the advice, having regards to your objectives, financial situation and needs. You should consider the PDS in deciding whether to acquire, or to continue to hold the policies.
# terms and conditions, exclusions, limits and sub-limits apply
~ Policy criteria and conditions apply.
