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Whether you need make a claim or to ask a question we're only a phone call away.

For claims

Call13 24 80

24 hours, 7 days a week

For general enquiries

Call13 24 81

Personal Insurance
8:30am to 5:00pm AEDST, Monday to Friday

Business Insurance
8:00am to 8:00pm AEDST, Monday to Friday

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Web chat

8:30am to 5:00pm AEDST, Monday to Friday

While overseas

Call +61 3 9601 8222

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Help! I need to make a travel claim. What is the process?

Travel emergencies happen at any time, anywhere around the world. So, what happens if you’re faced with a cancelled flight, lost luggage, or a medical issue in a foreign country?

Here, we’ll discuss the process behind your claim, and the steps you need to take so that you are best prepared for a travel emergency.

Before you go

Before heading off on holiday you should always have your insurance details ready and in an easy-to-find location just in case something goes wrong. Have your policy number and documents packed safely in your luggage and/or carry on. It’s also a good idea to scan these and send them to your email address so you can easily access them online as back-up should you need to. You may also want to take a photo of them for quick reference.

Take a read of your policy before you go. If you’re doing extreme sports or something a little out of the ordinary, let your insurer know. You may not be covered under a standard travel insurance policy.

Step 1 – Whilst away

You can call to make your travel claim at any time during your trip. If you’re travelling within Australia, simply call 13 24 80. If you are overseas and do not require emergency assistance, contact our claims team in Australia on +61 2 9251 4298. For urgent assistance overseas call +61 2 8895 0698.

When you call have handy your:

  • Policy number
  • Policy holder name
  • Details of the incident and supporting documentation (e.g. police reports, medical reports or documents from the airline)
  • Any proof of ownership (e.g. receipts or operating manuals, showing you own an item)  

Step 2 – Whilst away and when you get back

CGU will begin the claims process and keep you informed every step of the way. We’ll ask you how you’d prefer to be contacted so that we have an open line of communication. And you’ll also be assigned a dedicated claims specialist who will oversee your whole claim from start to finish.

What could possibly happen whilst you’re on holiday?

No matter where you are going you should always be aware of the risks you could face. Some of the things that could happen anywhere in the world include:

  • Lost or damaged luggage
  • Theft of belongings
  • Injury or medical issues
  • Dental issues
  • Cancelled flights
  • Delayed and rescheduled flights
  • Death or disability
  • There is also the threat of terrorism, natural disasters and political turmoil in some countries too

Should any of the above scenarios occur, your travel insurance policy should be able to help soften the financial impact.

Different holiday destinations have different warnings associated with them. It’s vital to check if there are any alerts in place for your chosen destination before you go. Head to the government’s Smart Traveller page and type in where you’re off to for more specific information. 

CGU offers a 24-hour emergency helpline for those taking out Travel Insurance with CGU. This includes emergency advice, help with document replacement, medical advice and assistance, legal referral, message lines, and emergency accommodation and bookings.

For more information about Travel Insurance or to make a claim on your travel insurance, contact CGU today on 13 24 81.