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Make a claim
We understand how stressful it can be when you have an unexpected event happen on your holiday. To help with your claim, choose from the appropriate option below. This makes sure your claim is processed swiftly and easily, with the right team to help you.
Need emergency assistance while abroad?
You can access our medical emergency helpline 24/7 if you have a medical emergency overseas.
As soon as possible after calling the emergency services or another medical care provider, you need to call the medical emergency assistance company.
Europ Assistance provides immediate help in the event of an Insured Person’s illness or injury arising outside Australia – they provide a 24-hour multilingual emergency service 365 days a year and can be contacted by telephone or fax.
Other ways to contact:
Calling from Australia: 02 9333 3922
Email: AllClearassistance@europ-assistance.com.au
Fax: +61 2 9299 8694
Make a non-emergency claim
You can start a claim through or online portal or by telephoning us to obtain a claim form by telephoning claims service below within 28 days of your return, quoting AllClear Travel Insurance and which section of the policy you are claiming under;
Other ways to contact:
Write us: Level 9, 35 Clarence Street. Sydney NSW 2000, Australia
If you want to discuss an existing non-emergency claim
If your query relates to an existing claim, please call us, quoting which section of the policy you are claiming under.
Important tips for a smooth travel insurance claim:
- Keep the following to hand when submitting your claim: Policy number, policy schedule. Original flight/carrier/hotel booking invoice with the dates of your departure and return,
- Keep photos of any damages.
- Keep any receipts, your boarding passes, luggage tickets.
- For cancellation claims due to illness, you’ll need a signed medical certificate.
- For delayed departure claims: you’ll need an official letter from the transport provider stating the reason for the delay.
- Report lost, stolen or damaged belongings to the police within 72hr of the incident. You'll need an official police report.
FAQs
How long will you claim take to be settled?
Once all documentation that is required to make a decision on your claim is provided, we will provide you with an outcome on your claim within 10 business days. If your claim is approved, and a settlement is issued, the payment will reflect in your account within 5-10 business days.
Will AllClear be handling your claim?
AllClear is an authorised representative appointed by Europ Assistance Australia Pty Ltd (“EAA”), to distribute and administer this insurance product. EAA will manage the assessment of your claim.
What documents/evidence do you need to make a claim?
The documents required to assess a claim depend on the type of claim you’re lodging. Our online claim form lists the documents relevant for your claim, however should you have any questions on what documents are required, please contact our claims team at AllClearassistance@europ-assistance.com.au or via a phone call on (02 9333 3921) if you have queries.
Can you travel on your policy if you have made a claim?
This depends on the type of claim that you are lodging. If an event has occurred within your travel dates, and you are not required to curtail your journey due to medical advice you can continue with your journey. However, if you are claiming for the cancellation of your journey, and wish to travel in the future, you will need to purchase a new policy to cover that trip.
How do you appeal the outcome of your claim?
Internal Dispute Resolution ProcessEurop Assistance Australia follows ASIC’s RG271 guidelines. A complaint is any dissatisfaction related to our products, services, staff, or complaint handling, where a response is expected or required.
If you have a complaint, you contact us on:
Phone: +61 2 9333 3970
Email: complaints@europ-assistance.com.au
We will acknowledge your complaint within 24 hours and provide updates every 10 business days.
A response will be given within 30 days. If the complaint is unresolved or you are unhappy with the outcome, you can contact the Australian Financial Complaints Authority (AFCA):
Phone: 1800 931 678 (Free Call)
Address: GPO Box 3, Melbourne VIC 3001
Email: info@afca.org.au
Website: www.afca.org.au
Why could you claim be declined?
There are several reasons a claim could be declined, which include but are not limited to:
- Lack of documentation to support the claimed event
- An exclusion is applicable to the claim
- The claim falls outside the scope of cover of the policy
If your claim is declined, you will receive a letter detailing the reasons. Should you have any questions regarding the claim decision, please contact our claims team on (phone number) or by way of email at AllClearassistance@europ-assistance.com.au.
If you’re dissatisfied with the outcome, please contact our complaints team on:
Phone: +61 2 9333 3970
Email: complaints@europ-assistance.com.au
How will you be contacted regarding your claim?
The claims consultant assessing your claim will be in contact with you via email or phone, whichever is your preferred contact method.
Will you get progress updates for your claim?
We adhere to the General Insurance Code of Practice when assessing claims. If you request an update on your claim, we will respond within 10 business days. If we require further information from a third party or from you, we will follow up on this and provide you with an update every 20 business days.
How do you cancel/delete a claim you have started in error?
Your claim will remain within the draft stage, until you hit submit, during this period you have the option to edit your submission, if you believe there may be an error. If you want to delete or cancel a submit claim, simply contact our claims team and they can withdraw the claim. You can contact our claims team via email at AllClearassistance@europ-assistance.com.au or by telephone on (02 9333 3921).