An excess is a fee deducted from the total we pay you, if your claim is successful. We charge a standard excess fee of $100 for each unexpected event that is the cause of a claim, but there is no excess fee on any medical or funeral claims…
How to make a claim, step by step.
You can make a claim anytime through the website. It usually takes between 5 and 12 minutes to complete. We recommend you check that you have all your documents saved and ready to upload before you start.
We guide you through the process step by step online, but here’s a preview of what you will experience.
How to claim.
Go to express claims, and click the ‘make a claim’ button to open our travel insurance claim form.
When the claims portal loads, click ‘start’.
Complete your personal details. That’s your name, policy number, email address.
Choose which type of claim you want to make, e.g. baggage delay or trip cancellation, and follow the guide.
Answer each question with as much detail as you can.
Upload each of your supporting documents when you are asked.
When you’ve finished, click ‘submit’ and check your inbox for a confirmation email. Then sit back and enjoy your glass of wine, or cup of tea for a job well done.
What happens next?
We do the rest and will contact you to let you know if we need any more information to assess your claim.
How long does it take?
We aim to respond to all claims within 2 working days, either with the outcome, or a request for further information if we need it. Sometimes, if there has been a major event and there is an extremely high volume of claims, the travel insurance claim process may take up to a maximum of 10 business days.
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