Contact Details


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Important TIO Travel Insurance Contact Details for Your Trip

If you need to contact us for emergency assistance, to find out more about your insurance or to make a claim, there are a few convenient ways to get in touch.

24 hour emergency assistance

Our partner, Allianz Global Assistance, has a 24-hour emergency assistance line for customers to call whether they are in Australia or overseas. If you are overseas and need emergency assistance we have a reverse charges service so you don’t have to worry about phone credit.

Calling from within Australia: 1800 010 075

Reverse charge from overseas: +61 7 3305 7499

Sales and general enquiries

If you would like more information about our travel insurance options, what you can claim, what’s excluded and included or any other general enquiries, give TIO a call or send us an email.

Calling from within Australia: 131 846

Calling from overseas: +61 8 8946 2222

Email: customerservice@tiofi.com.au

Making a claim

When you need to make a claim, chances are you are feeling stressed, uncomfortable and worried. We have a few options to help you through the claims process.

Calling from within Australia: 131 846

Calling from overseas: +61 8 8946 2222

Email: customerservice@tiofi.com.au

Online claim portal: www.claimmanager.com.au/aga/agreement

Our online claim portal allows you to save your claim and return to it later if necessary.

Once you enter the portal, you’ll be advised to read whatever travel alerts are current, in case they affect your claim. You’ll need to have ready your policy number, your personal details, any supporting documentation for your claim such as your itinerary, flight details, authorisation letters and receipts, and your bank account details for payment when your claim is approved.

After submitting your claim online through the portal, a member of the Allianz Global Assistance team will be in touch with you regarding your claim within 10 business days.

Make sure you have all the relevant contact details with you when you travel.

Check current travel alerts

If your claim arises due to not following advice in the mass media or any government or other official body’s warning then you will not be covered.  You should take appropriate action to avoid or minimise any potential claim under your policy (including delay of travel to the country or part of the country referred to in the warning).

Refer to who.int and www.smarttraveller.gov.au for current warnings.

 

TIO Travel Insurance dispute resolution process

TIO takes pride in our customer service. If you are disappointed with your level of service, please contact us if you have a complaint or would like to dispute the way your claim has been handled. Ideally, the matter can be resolved in-house through our Internal Dispute Resolution process. Call 131 846 if you would like to discuss the matter with a representative.

Alternatively, you are welcome to make a written complaint and post it to ‘The Dispute Resolution Department’, Locked Bag 3038, Toowong DC, QLD 4066. If, however, you are unsatisfied with the result, then you are within your rights to take your complaint to the Financial Ombudsman Service Australia (FOS).

This is a free and independent dispute resolution service that is available to customers who have experienced policy disputes regarding general insurance. You can reach the FOS in writing as follows: Financial Ombudsman Service Australia (FOS), GPO Box 3, Melbourne, Victoria 3001. Or, simply phone them on 1800 367 287 or email info@fos.org.au.

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