Travel insurance claims

How to make a travel insurance claim and get emergency assistance.

 

Emergency assistance

We provide a 24-hour emergency assistance hotline for you to call if you have any difficulties while travelling.  Call from anywhere in the world to speak with a highly trained, multilingual consultant (we accept reverse charges for overseas calls), or email TravelAssist@cgu.com.au.

For emergency travel insurance assistance, please call our 24-hour emergency assistance hotline:

Within Australia: (02) 8895 0698
While overseas: +61 2 8895 0698
 
For all non-emegency claims, please contact CGU upon your return to Australia.

Making a travel insurance claim

Simply call CGU Insurance on 13 24 80 with the following details: 
 

Medical Claims     

  • Original medical or dental reports from a qualified Doctor or Dentist.

Lost or stolen luggage claims

  • Original report lodged with the carrier or local police.
  • Evidence of ownership such as original receipts or photos.

Cancellation claims

  • Original receipts and/or tickets; or     
  • A letter from your travel agent outlining re-booking or cancellation charges; or
  • A doctor’s certificate or letter from the carrier.

Next steps

  • Once your claim is lodged with CGU, we will allocate a case manager who will contact you regarding next steps. Your case manager will keep you informed about the progress of your claim.
  • We will assess any claims for travel cancellation and luggage damage.
  • We will inform you of any excess payable when you lodge your claim

For more information on making an CGU Travel insurance claim, please refer to the Product Disclosure Statement.

Emergency Assistance

For emergency travel insurance assistance, please call our 24-hour emergency assistance hotline:

Within Australia: (02) 8895 0698
While overseas: +61 2 8895 0698