Contact us

Whether it’s about cover, updates, or something else, we’re here for you

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General Enquiries Phone: +61 2 9333 3923

General Enquiries Email: allclearservice@europ-assistance.com.au

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Opening Hours AEST

Monday - Friday: 9:00am - 5:00pm

Saturday: Closed

Sunday: Closed

Got a case in progress or having issues online?

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Assistance Cases: allclearassistance@europ-assistance.com.au
Web Support: allclearservice@europ-assistance.com.au

We have made services available and accessible for people who have permanent or temporary hearing impairments, speech impairments or any form of limitations to make and receive phone calls.

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For more information, please visit National Relay Service (NRS) website.

1. TTY (Speak and Read, Type and Read, and Type and Listen)

This is a teletypewriter service where you can speak or type your message, with options to read or listen our responses.
Dial 133 677 then ask for AllClear Number

2. Voice Relay

This is a speak-and-listen relay service for people who have speech limitations to use the phone.
Dial 1300 555 727 then ask for AllClear Number

3. SMS Relay

This is an SMS relay service where you can text on any type of mobile phone, with options to read or listen to our responses.
Text 0423 677 767 then ask for AllClear Number

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At your request:

• We can provide information about our services in different languages.
• You can write to us in your preferred language and we will have your correspondence translated.
• We can arrange for our correspondence to be translated into your preferred language.

Please note that our services do not include translating non-English documents for your claim. Please visit NAATI for notarising and translation services.

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To make a complaint, get in touch with us on the details below.
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By email:
complaintsaustralia@europ-assistance.com.au

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By post:
Customer Services
AllClear Travel Insurance
Level 9, 35 Clarence Street
Sydney NSW 2000, Australia

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Our dispute resolution process

For detailed information on our complaint handling process, response times or escalating a complaint for external review by Australian Financial Complaints Authority (AFCA). Please view or download our policy

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Code of conduct

General Insurance Code of Practice
The General Insurance Code of Practice, introduced by the Insurance Council of Australia in 1994, is a voluntary code that has been regularly updated. It outlines the standards general insurers must follow, including being transparent, fair, and honest. It also specifies timeframes for responding to claims, complaints, and customer requests.

For more information on the General Insurance Code of Practice and the Code Governance Committee, visit.

Your right to cancel cooling-off Period. If, having examined this PDS and the policy schedule, you decide the insurance does not meet your needs, you can cancel the insurance within 14 days from the date you receive the policy schedule and this PDS and we will refund the premium provided you have not taken a trip to which the insurance applies, and you have not made a claim.

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If you’ve arranged a refund through our Contact Centre within your cooling-off period, providing the terms and conditions have been met, you can expect the refund to be back in your account within 10 working days.

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To request cancellation of your policy, please contact AllClear by writing to:

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AllClear Travel Insurance
Level 9, 35 Clarence Street
Sydney NSW 2000,
Australia

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Email: allclearservice@europ-assistance.com.au

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If you cancel after this 14-day period, we will refund you a proportion of the premium for the outstanding period of cover less any government charges and taxes that we cannot recover. If you are seeking to cancel your policy after this cooling-off period, please contact us on +61 2 9333 3923.

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