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    Making a claim

    Introduction

    We know that when you’re planning your holiday, the last thing you want to think about is needing to make a claim. That’s why we’ve put together this simple guide to tell you everything you need to know, when you need to know it.

    First, you will need to contact the claims department of your travel insurance policy: Reactive Claims.

    Please note, the emergency medical assistance team will help you during a medical emergency abroad –  but you will still need to contact AllClear Travel Insurance Claims separately.

    Also, if you need to make any changes to your policy, we can only do so after your claim has been registered.

    This article will further explain each step of the process below.

    Do you need emergency medical assistance while you are on holiday?

    As soon as possible after calling the emergency services or another medical care provider, you need to call the medical emergency assistance company. This is a 24 hour telephone line.

    The contact details below show the emergency medical assistance numbers for all the policies available.

    If you need medical emergency assistance

    As soon as possible after calling the emergency services or another medical care provider, you need to call the medical emergency assistance company.

    MAPFRE Assistance, part of MAPFRE, provides immediate help in the event of an Insured Person’s illness or injury arising outside Australia – they provide a 24-hour multi-lingual emergency service 365 days a year and can be contacted by telephone or fax.

    Australia 02 9333 3922

    Outside Australia +61 2 9333 3922

    Fax +61 2 9299 8694

    Email: AllClearassistance@mapfre.com

    When an Insured Person calls upon the services of MAPFRE Assistance, your medical or emergency situation will be assessed and you will be guided through a process to resolve it. The service includes, where necessary:

    i) Multi-lingual assistance with hospitals and doctors
    ii) Repatriation arrangements by escort by a medical attendant
    iii) Travel arrangements for other members of your party or immediate relative
    iv) On arrival in Australia, an ambulance service to hospital or home.

    Please note that failure to contact the assistance company may result in a claim being invalid.

    If you are treated as an outpatient

    If you receive medical treatment overseas as an outpatient, you should pay the hospital or clinic and claim back your medical expenses from AllClear Travel Insurance Claims when you return home, unless your outpatient treatment is likely to cost more than $500, in which case you must contact MAPFRE Assistance reasonably practicable (please refer to the 24 hour medical emergency section above for contact details).

    You will also find all up to date contact details in your policy booklet under the section ‘Making a claim’. You can view your policy booklet online here

    Cancelling your holiday

    If you need to cancel your trip contact the AllClear Travel Insurance Claims helpline on 02 9333 3921

    You might want to read our help article about cancellation cover for more information.

    Claiming for minor outpatient treatment

    You will need to pay the hospital or clinic and keep all the receipts. Upon your return from holiday contact the claims company using the contact details in your policy booklet – or use the contact details above.

    Robbery claim

    In the event of loss, burglary or theft of personal baggage, valuables or money, you must report this in full to the police within 48 hours, and obtain a written police report failure to do so will invalidate your claim.

    Then once you are home, you contact the claims company.

    See Section 7 Personal Property on page 20 for full details of cover.

    Claim forms – How to make a claim

    If you need to make a claim please obtain a claim form by telephoning or writing to the claims service below within 28 days of your return, quoting AllClear Travel Insurance and which section of the policy you are claiming under;

    AllClear Travel Insurance Claims

    Suite 1.04 Level 1, 19 Harris Street, Pyrmont, 2009, Sydney, NSW

    Tel: 02 9333 3921

    Email : AllClearclaims@mapfre.com

    Then return your completed claim form to the claims service together with your original policy and schedule of cover, confirmation of booking, all original receipts and police reports (which must be obtained within 48 hours of discovery in the event of loss, burglary or theft of money, valuables or any items of personal baggage) and any other evidence requested on the claim form.

    24 emergency medical helpline

    If you have lost your receipts

    Please note, if you have lost your receipt for any lost expenses, your success in claiming for them can be affected. Be sure to keep a record of any medical, accommodation or transport bills you wish to claim for. For further information on what to do if you’ve lost your receipt, contact the relevant claims company displayed in your policy booklet. Or use the contact details above to find their contact details.

    Status of your claim

    You will need to contact AllClear Travel Insurance Claims directly for an update on your claim’s progress.

    Making a claim