Claims & instant payouts

Making a claim is easy and our team is ready to help you

Here’s how it works

When you purchase your PassportCard travel insurance policy, we’ll ask whether you’d also like a PassportCard. If you want one, we’ll post you a PassportCard that you can take on your trip.

On trip claims

You have the option to use the PassportCard to instantly pay for these common claims so you’re not out of pocket:

Overseas medical costs^

$250 delayed luggage compensation^

Replace up to $500 stolen cash^

Call our team 24/7  on +61 1800 490 478 (Reverse charge) to have funds added to your PassportCard instantly for approved claims. We will then send an activation PIN to your mobile phone to use use with the merchant or ATM.


Find out more about how it works


All other claims

For all other claims, please submit a claim before or after your trip.


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^When on-trip claim has been approved, using the PassportCard


All benefits and covers are subject to the terms, conditions, limitations and exclusions listed in the Combined Financial Services Guide and Product Disclosure Statement and on other policy documentation, including the schedule. 


How to make a claim before or after your trip

Submitting a claim before or after your travels is easy. You can:

Call us

Call our Claims Consultants on 1300 123 413

Monday-Friday 09:00-17:00 AEST



Complete and return the Claim Form below via email to


Online form

Complete our Online claim form (it only takes a few minutes)

Need to know & supporting documents


  • For claims other than the 3 most common claims which can be settled using the PassportCard (medical issue overseas, delayed baggage and stolen cash) an excess may apply, depending on the excess you select when you buy and shown on your schedule.
  • You will need to provide documents in support of your claim, for example a police report for Theft of Cash, Property Irregularity Report from your airline for Delayed Luggage.
  • The Claim Form includes Helpful Hints and a Document Checklist to make the process as easy as possible.
  • If you have questions about your claim, you can call our Claims team at any time on 1300 123 413 or email

Claim Form

Download and complete the claim form and email it to along with the appropriate documents.

Travel Alerts: World events and “Do Not Travel” advice may affect your policy. Please read our Travel Alerts. If you need emergency assistance, contact the 24/7 Global Assistance team on our reverse charge number: +61 1800 490 478