Make a Travel Insurance Claim

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How to submit a travel insurance claim

To save you time, we’ve made our travel insurance claims process as straightforward as possible. Simply follow the steps below.

  1. Go to the Travel Claims website
  2. Log in using your TIO travel insurance policy number, name and date of birth.
  3. Download, print and complete the relevant sections of the travel insurance claim form.
  4. Attach any supporting documentation, such as police reports, valuations, medical reports, etc. The travel insurance claim form will tell you what is required.
  5. Email, fax or post your completed claim form and supporting documentation to:
    Fax: +61 7 3305 7016
    Post: TIO Travel Insurance
    PO Box 162
    Toowong Qld 4066

If you are submitting original documents with your travel insurance claim, please remember to keep copies for your records.

Can I track my claims progress?

Yes, you can track your claim’s progress anytime by using the My Claim Status tool on the Travel Claims website.

Frequently Asked Questions - Claims

For emergency assistance anywhere in the world at any time, Allianz Global Assistance* is only a telephone call away. The team will help with medical problems, locating nearest medical facilities, your evacuation home, locating nearest embassies and consulates, as well as keeping you in touch with your family and work in an emergency.

If you are hospitalised, you or a member of your travelling party, MUST contact us as soon as possible. If you do not, we will not pay for expenses or for any evacuation or airfares that have not been approved or arranged by us.

If you are not hospitalised but you are being treated as an outpatient and the total cost of such treatment will exceed $2,000, you MUST contact us as soon as possible.

Please note that we will not pay for any hospital or medical costs incurred in Australia.

We are available 24 hours a day, 7 days a week.

If you are in one of the countries listed below, simply dial the number shown for that country:

Australia -1800 010 075

Canada -1800 214 5514

China (North) -10 800 6100434

China (South) -10 800 261 1323

France - 0800 905 823

Germany -0800 182 7635

Greece - 00800 611 4107

Hong Kong -800 900 389

India -00080 0610 1108

Indonesia -001 803 61 098

Italy -800 787 451

Japan - 0066 3386 1052

Malaysia - 1800 81 5102

Netherlands - 0800 023 2683

New Zealand - 0800 778 103

Singapore - 800 6162 187

Spain - 900 996 115

Switzerland - 0800 561 361

Thailand - 001 8006 121 082

United Kingdom - 08000 289 270

United States - 1866 844 4085

For all other countries, dial reverse charge (“collect”) via the local operator on +61 7 3305 7499.

If you have received medical treatment, you must obtain a medical certificate advising of the injury, illness or sickness and the treatment received, if possible. Medical costs can be very high in some countries and circumstances. You MUST contact Allianz Global Assistance as soon as possible so they can speak to the medical facility on your behalf and can authorise payment. You can also contact Allianz Global Assistance should you require any help on medical matters. Please also refer to FAQ above.
If your claim relates to cancellation or medical expenses arising from injury, sickness or death, the usual treating doctor in Australia must complete this section of the form.

If you require emergency medical assistance you must contact us as soon as possible. If your claim in non-medical you may submit the claim upon return to Australia or while still on your trip. Our claims consultants are able to email claim forms to you, however you will still be required to provide original supporting documentation (e.g. receipts) by post.

A standard excess is the amount which will be deducted from any claim paid to you under the sections of your policy to which an excess applies. Some policies allow for a standard excess to be increased (which lowers the premium you have to pay) or decreased which increases your upfront premium. You will be advised which options are available to you at the time you purchase your policy.
Medical cover under this policy ends upon safely repatriating home to Australia, from which point the local healthcare system will provide you with any further treatment you require.
Yes, you can still claim. We understand that you might not be able to provide receipts for each and every item. However, you still have to provide evidence of ownership. You may submit photographic evidence in conjunction with warranty cards, manuals, receipts, bank or credit card statements to support your proof of ownership.
We support the General Insurance Code of Practice. The purpose of the Code is to raise standards of practice and service in the general insurance industry. If we refuse your claim you can request a review. If we continue to refuse your claim, you may refer this decision to one of our trained Internal Dispute Resolution Officers, who have appropriate experience, knowledge and authority in relation to complaints handling. If this does not resolve the matter, you may contact the Financial Ombudsman Service Limited (FOS), the industry’s independent external complaints scheme. Please refer to the heading Dispute Resolution Process in the Important Matters section of the PDS.

TIO Travel Insurance is a great choice

Global reach and expertise

The Allianz Group** is a global leader in assistance services and has led the industry for over 50 years. Each year we help more than 700,000 people with illness and injuries while travelling.

Assistance 24 hours a day, 365 days a year

Overseas travel medical emergencies won't wait until the next business day. Our overseas emergency assistance helpline is available 24 hours a day, 365 days a year. Just phone us as soon as you need help and we’ll be there.

Reach, skills and expertise, wherever you are

Worldwide, the Allianz Group has over 500 doctors and medically trained employees operating in 34 countries. Supporting them is a global network of multilingual travel and medical assistance specialists, certified service providers and international correspondents.

We've got it covered

If you need emergency help, the last thing you want is to make phone call after phone call. With TIO, one call takes care of everything - claiming, emergency assistance, medical care, translators - just like that!