It will depend upon the type of claim but

• Travel Itinerary
• Receipts
• Proof of loss (Police report or Airline property irregularity report)
• Medical reports (if applicable)
• Car hire agreement (if applicable)

Unfortunately, our online claim lodgement must be completed in one session.

If this presents a challenge, don’t worry!

You can download our paper-based claim form and email to us, or alternatively you can call our claims team on +61 3 8866 0785.

You can submit a claim while you're still overseas or within 31 days of your return home. However, it's important to lodge your claim as soon as possible as delays may make it harder to verify your details and gather the necessary information to support your claim.

For any claim, you’ll need to provide supporting documents such as receipts or medical reports. If your claim involves theft or loss of luggage and personal belongings, you must report the incident within 24 hours to the local police or the relevant authority, such as the airline, bus, shipping, or rail company you were traveling with. A written statement from the authority you reported to is required to support your claim.

Submitting your travel insurance claim promptly, along with all necessary documentation, allows us to process it faster.

• Online Claims: After submitting your claim online, you will receive a claim number via email.

• Emailed or Posted Claims: The claims team will provide your claim number within 10 business days of receiving your claim and will include it in their communication with you.

It’s important to note that your claim number is different from your policy number. If you do not yet have a claim number, please use your policy number in all communications with the claims team until one is assigned to you.

If posting your claim form you should be sure to make a copy of all original documentation in case the original documents get misdirected in the mail.

Once you submit your claim along with all required documentation, you will receive an email with your claim number. This usually happens within two business days, it can sometimes take a little longer during peak periods.

Before we can make a decision, we need to review the information and documents you provided. With every claim being unique, this process can take up to 10 business days.

If any additional documentation is needed or we need to verify original copies of your documents, we will contact you within 10 business days. If no further information is required, you will receive a decision on your claim within the same timeframe.

If your claim is approved, payment will be processed within five business days.

If an excess applies to the benefit section you're claiming, you may be required to pay the excess amount indicated on your certificate of insurance. This figure is determined when you purchase your policy.

Our standard excess is $200.00 where applicable.

If you are required to pay an excess as part of your policy’s conditions and you are making a claim for an item that is either the same value as or less than the excess, you will not receive any compensation.This occurs because the amount you pay as the excess effectively cancels out any benefit you would otherwise be entitled to.

For example, if you submit a claim for a stolen camera valued at $100, but your excess is also $100, you will not receive any payout for the claim.

If you are a victim of theft, mugging, or if your belongings are lost or vandalized, it is essential to notify the relevant authority, such as the local police, transport provider, hotel, tour guide, or another appropriate official, immediately after discovering the loss or damage.

Be sure to keep any supporting documentation that verifies the incident, including proof of the loss or damage.

In case of emergencies, always reach out to our Emergency Assistance team for immediate help on:

Global 24 Advisory & Assistance

T: +61 2 9312 5168

E: assistance@global24.com.au

The most efficient way to lodge your claim is online via your My Account . Online lodgement also provides you with the ability to track the progress of your claim.

Alternatively, you can call or email using the following contact details:

If you are in need of urgent travel assistance, our Emergency Assistance team is available around the clock, every day of the week.

Please contact them if you or someone covered under your policy:

• are hospitalised
• are receiving outpatient hospital treatment, and the total cost will exceed $1,000.
• are undergoing any medical treatment in the United States.
• have medical bill exceeds $1,000, and you require assistance with payment or a payment guarantee.
• are seriously ill or injured.
• require medical assistance.
• have been involved in a motor vehicle accident.
• have been robbed or assaulted and need support.
• have become stranded overseas or are affected by severe weather or a natural disaster.
• has their flight canceled, leaving you stranded.

Global 24 Advisory & Assistance

T: +61 2 9312 5168

E: assistance@global24.com.au

When you contact our Emergency Assistance team, please have the following details available to ensure prompt support:

• Your Travel Insurance policy number
• A description of your emergency
• The phone number you’re calling from
• Names and contact information for any hospitals or doctors you’ve visited

Travel insurance is designed to help you manage unexpected expenses during your trip. It isn’t meant to replace your regular health insurance and does not cover non-urgent overseas medical treatments like routine check-ups.

What Does It Cover?

Our policies may offer benefits (up to policy limits) such as:

• Emergency medical expenses incurred while traveling outside your country of residence
• Medical evacuation and associated costs
• Emergency dental treatment
• Medical repatriation
• Personal liability protection
• Trip cancellation expenses
• Coverage for luggage and personal belongings (including cases of theft, loss, or delay)
• Over 150 sports, adventures, and activities
• Travel-related costs associated with Covid-19

Cover is subject to the policy terms, conditions, limits, and exclusions in the Product Disclosure Statement (PDS).

Absolutely, we understand that long journeys can keep you away for extended periods, which is why our online claims system is designed for your convenience, even when you're traveling. Simply login to your My Account page and select claims.

Alternatively, you can reach out to our claims team directly:

• E: claims@gosafetravelinsurance.com.au
• T: +61 3 8866 0785

Our operating hours are 08:30 to 17:30 Monday to Friday Australian Eastern Standard Time.

Upon receiving your claim, we will carefully review the details provided and get back to you with a response within 10 working days.

While your claim is under review, we understand that you may have questions or need further clarification about any part of the claims process. Our team is here to help and provide you with all the necessary information.

Please feel free to email or call us at (03) 8866 0785 at your convenience, and one of our representatives will be happy to assist you.

To understand what you’re policy covers and which claims you can make, please refer to your Product Disclosure Statement (PDS). You should have received the PDS with your policy confirmation email or you can also access via My Account online.

If you're unsure whether your claim is covered or if any exclusions apply to your circumstances, you're welcome to submit your claim for review.

If you are entitled to recover costs from another party for a loss or expense covered under your policy, our obligation is limited to covering only the shortfall between the amount you receive from that party and your total claim (after subtracting any applicable excess).

In other words, if you pursue a claim against a third party and they do not fully compensate you for your loss, we will pay the remaining difference, again, less any applicable excess.

It is important that you first seek recovery from that party before bringing your claim to us.

Cover is subject to the policy terms, conditions, limits and exclusions in the Product Disclosure Statement (PDS) .

If you receive medical treatment, you must retain the receipt and obtain a medical certificate detailing the injury, illness, or condition and the treatment provided. This documentation will allow you to claim the costs when you return home.

If you are hospitalised, either you or someone in your travel party must contact us as soon as possible. Our emergency assistance team [insert link] is available 24 hours a day, every day, to help with medical issues, find the nearest healthcare facilities, arrange for medically necessary repatriation, locate embassies or consulates, and communicate with your family or colleagues if needed.

If you fail to contact us when emergency assistance is reasonably available, we may not cover these expenses, or any evacuation or airfares not approved or arranged by us, to the extent permitted by law.

For outpatient treatment, if the total cost exceeds $1,000, you must contact us immediately. You may also reach out to the Emergency Assistance team [insert link] if you need help with any medical matters.

Please consider when submitting a claim, an excess may apply for each claimable event. This excess will be deducted from your total claim amount, reducing the reimbursement you receive.

• You are hospitalised
• You are receiving outpatient hospital treatment, and the total cost will exceed $1,500.
• You are undergoing any medical treatment in the United States.
• Your medical bill exceeds $1,500, and you require assistance with payment or a payment guarantee.
• You are seriously ill or injured.
• You require medical assistance.
• You have been involved in a motor vehicle accident.
• You have been robbed or assaulted and need support.
• You have become stranded overseas or are affected by severe weather or a natural disaster.
• Your flight has been canceled, leaving you stranded.

• Contact our Emergency Assistance Team as soon as practically possible.
• So we can assist you as quickly and efficiently as possible please be prepared with:

• Your travel insurance policy number.
• A phone number we can contact you on.
• A description of what has occurred and what you need.

If you are ill or injured, a list and details of the medical treatments you have received.

• If your claim will be less than $1,000 and you require no further assistance, you can simply submit a claim at your convenience.
• For damage, loss or theft of your personal effects or luggage, report the incident to a relevant authority within 24 hours (police, hotel, airline, cruise company, tour guide etc) and obtain a copy of the report.
• Submit your claim within 31 days of your return.