Make a Travel Insurance Claim

What to do when an incident occurs

You purchased travel insurance to protect your trip from unexpected expenses — so what do you do when the unexpected happens?

For a more pleasant claims process, please follow the guidelines in your policy documents. The Policy Conditions section spells out the necessary documents and procedures for claims, primarily:

  • Report lost or stolen property to police or responsible transport provider within 7 days and obtain a written report.
  • Keep receipts for any money spent (such as for medical expenses or replacing items from lost luggage).
  • You, or someone on your behalf, should phone our emergency assistance team as soon as possible if you require hospitalisation, if your medical expenses will exceed $2,000 or if you want to return early.

Following these steps will make the claims process much easier.

How to submit a claim

Submitting a claim on your Aunt Betty travel insurance policy is easy – simply follow the easy step-by-step claims guide.

To get your claim resolved as quickly as possible, please send all necessary supporting documents detailed in the How to make a claim guide. You may do this by submitting them as part of your online claim. Be sure to keep a copy of all originals and forms for yourself.

If you need help with your claim:

  • Call: 1300 730 898 or +61 (0) 2 8907 5080
  • Email:

If you have complaints about a claim

We're here to help you. If you feel that your claim has not been handled correctly, we would like to hear from you. Please use our guide to lodging a complaint.

Make a Claim

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Know before you go

World events

Stay up to date on events that may affect your travels with World Event Claims Advice. If you're planning to travel to a region mentioned in the claims advice section or you are already there, have a read through the relevant documentation to find out how this could influence your travel plans and your travel insurance policy.


The Government of Australia's travel advice website, Smartraveller, gives helpful information on how to avoid dangerous situations whilst travelling and on registering your trip with the local Australian embassy or consulate. We also recommend you visit the Smartraveller website before you travel.