Contact Us

Policies and General Enquiries

• Opening Hours:
  1. Monday to Friday 8.00am-9.00pm AEST
  2. Saturday to Sunday 9.00am-6.00pm AEST
• Phone: 02 9225 7599
• Email us at: [email protected]
• Head Office: Tokio Marine Management (Australasia) Pty Ltd
  Level 17, 60 Margaret Street,
  Sydney, NSW 2000, Australia

Lodge a 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:

1. Register by utilising the email address you used to purchase your policy
2. Once registered you will receive an email to guide you to set up your password
3. If you have previously registered a claim just login using your email and password
4. Once you have logged in, complete your claim details by answering all sections
5. 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

Claims Enquiries

• Opening Hours:
  1. Monday to Friday 8.00am-9.00pm AEST
  2. Saturday to Sunday 9.00am-6.00pm AEST
• Phone: 02 9225 7599
• Email us at: [email protected]
• Write to us at: World2Cover Claims
  GPO Box 4616
  Sydney NSW 2001

Emergency Medical Assistance Overseas (24/7)

In case of a Medical emergency overseas, please contact us as soon as possible at:

From Japan:

Call0800 800 9117 (toll free) or if mobile access is restricted call 03 6228 5881 (local number in Japan)

All other overseas destinations:

+61 2 8055 1683 (reverse charges accepted from the overseas operator)

Complaints

You are entitled to make a complaint to Us about any aspect of Your relationship with Us.

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: Tokio Marine & Nichido Fire Insurance Co. Ltd
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.

If Your problem is not resolved

If You disagree with Our decision, You can appeal to the Australian Financial Complaints Authority (AFCA). We will advise You how to do this and provide all relevant assistance.

AFCA is an independent industry dispute resolution scheme. The decisions made by AFCA are binding on Us provided You agree. You do not have to accept any decision that We or AFCA makes. You always have the option of seeking other solutions.

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

Media Enquiries

• Phone: 02 9225 7599
• Email: [email protected]

Send Us an Email

For any travel insurance comments or if you want to share your experience with us please send us an email at [email protected]

Please see the Product Disclosure Statement for full terms and conditions and exclusions and limits that apply.