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…
What is an excess, and when do I pay it?
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 causes a claim.
No excess for what really matters.
There is no excess fee on any medical, personal liability or funeral claims. We think it’s important you get the help you need, when you need it. So we’d rather you check out that concerning virus with a doctor, if you’re worried. When you get back home, you can submit a claim and provided we have all the details we need, you’ll get your money back.
When do I pay an excess?
You don’t actually need to “pay” the excess. The excess fee is taken out of, or deducted from, the total amount we pay you, if your claim is approved.
An excess applies to claims made for the following sections.
- Holiday cancellation & changes.
- Delayed to a special event.
- Rental vehicle insurance excess.
- Emergency dental.
- Passports, travel documents & bank cards.
- Luggage delay.
- Personal items & cash.
How exactly does it work?
If you make a claim, we will assess your claim and subtract an excess of $100 per event, from the amount we pay you. So if you need to book an additional night at a hotel because your flight is delayed, and then you need to come home early because your grandmother is hospitalised, two excesses ($200) would be deducted from your total claim payment.
If you claimed for a stolen souvenir worth $75, you wouldn’t receive any money back since it is less than the $100 excess. Whereas we don’t charge any excess for medical claims, so you could submit a claim for a doctor’s appointment which cost $80, and receive a claim payment of $80.
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We’re not going to lie – it makes it much easier for us if you do have a receipt for any items you want to claim for. However, that doesn’t mean you can’t claim if you don’t have one…
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