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Helpful tips for filing a travel insurance claim

Seeking medical treatment , how to file a claim  , claims resolution process .

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Welcome to your Claims Centre

Which claim department do you need?  

Travel insurance, file a claim via phone, use our online service, breakdown cover, extended warranty - volkswagen, extended warranty - all other makes.

In the event of a claim please contact us on the details provided below

Phone:  020 8603 9958

Email: [email protected]

8am - 6pm Monday to Friday

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Travel Insurance claims

What to do if the unexpected happens.

If you need immediate emergency assistance, contact the local emergency services at your destination. Otherwise, if the unexpected happens while you’re on your trip, contact us on +61 7 3305 7499 as soon as you can. If you need help while travelling, Australian-based case managers are here for you 24/7, with registered nurses and doctors available. Call charges may apply.

If you can’t call us right away, make sure you keep any documentation that may help with your claim. This could include things like receipts, invoices, medical records, or police reports. 

How to make a Travel Insurance claim

1. complete the claim form, 2. provide supporting documentation, 3. we’ll be in touch, the details we need.

• Your policy number and personal details
• Supporting documentation for your claim (this could include your itinerary, receipts, authorisation letters, medical records, police reports, or flight details)
• Bank account details for payment of your claim

Tracking and updating your claim

If you don’t have all the information or documentation to complete your claim online, you can save it at any point and come back to it when you’re ready. Once your claim has been submitted online, you won’t be able to edit the details of your claim submission. You can email additional information together with your Online Submission Number (OSN) to Travel Claims . Your OSN is a unique number attached to your claim so we can identify it. It’s given to you when you submit your claim.

You can also track the progress of your claim online . You’ll need your OSN, last name and date of birth.

What happens next?

Once we’ve received your claim, we’ll do the following:

• Send you an email confirmation with a summary of your claim, including your OSN.
• Contact you within 10 business days to give you an update on the progress of your claim and encourage you to contact us if you have any questions.
• Assess your claim and contact you if we need more information.
• Provide you with a written outcome of your claim. If your claim is accepted, we’ll make prompt payment and provide transaction details. If your claim isn’t accepted, we’ll advise you of the reasons and your right to request a review.

Complaints and dispute resolution

We strive to do things the right way and keep our customers happy, but we understand that not everyone agrees with the outcome of their claim. We aim to resolve disputes in an honest, efficient, fair, transparent and timely manner. If you’re not happy with an outcome or decision made about your claim, please contact us and we’ll aim to resolve your complaint using our internal dispute resolution (IDR) process . 

Allianz Global Assistance contact details

Allianz Global Assistance website

1300 795 636

Email IDR Committee

Locked Bag 3014, Toowong DC QLD 4066

If you’re not happy with how we’ve handled your complaint, or we don’t make a decision within the timeframe we tell you, you can escalate your complaint to the Australian Financial Complaints Authority (AFCA). AFCA provides a free and independent dispute resolution service for consumers who have general insurance disputes falling within its terms. 

 If you want to refer your complaint to external dispute resolution, you can contact AFCA using the following details:

The Australian Financial Complaints Authority

AFCA website

1800 931 678

GPO Box 3, Melbourne VIC 3001

Ready to get started?

Frequently asked questions.

Call emergency services in your location immediately if your condition is life threatening.

Otherwise, call us on +61 7 3305 7499 (overseas) or 1800 010 075 (within Australia). Additional charges may apply for any calls made from mobiles, public telephones or hotel rooms.

If you receive medical treatment overseas, you can either:

• pay for your reasonable medical bills and submit a claim for reimbursement or 
• submit the account with your claim form to Allianz Global Assistance to pay the provider directly. 

In both scenarios, the expenses will be reviewed to determine if coverable by the policy.

Medical expenses must be incurred on the advice of a Medical Adviser. Make sure that you obtain a detailed medical report outlining the condition treated and treatment received.

Base excess

Every travel insurance policy has a base excess, which will be shown on your Certificate of Insurance. It'll apply to all insured events causing a claim, except under certain benefits. Refer to the Excesses section of the Product Disclosure Statement (PDS) for the benefits that don’t have an applicable excess. 

When buying your policy, you’ll have the option to choose your base excess amount. You may vary the base excess on any of our plans by choosing to:

• pay an additional premium to decrease the base excess or
• reduce the premium you pay for your policy by increasing the base excess. 

Medical excess

Additional excess.

Some benefits attract an additional non-removable excess which is applied on top of the base excess.

Snow and Adventure packs have an additional excess of $500 per pack meaning you’ll need to pay a $500 excess in addition to your chosen base excess for Overseas Medical & Hospital Expenses or Cancellation claims resulting from your participation in snow sport or adventure activities. Refer to the Excesses Section of the PDS for more information. 

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 or part thereof, you can request a review. If you're still not happy with the outcome of your claim, you can have your situation reviewed as part of the Allianz Global Assistance internal dispute resolution (IDR) process. Refer to the Product Disclosure Statement (PDS) under the heading ‘Complaints and disputes’ for more details.

Our Client Services Department contact details are:

1300 725 154

Allianz Client Services

Level 16, 310 Ann Street

Brisbane, QLD 4066

If you’re not satisfied with our response or you feel your matter isn’t resolved, you can refer your complaint or dispute to the Australian Financial Complaints Authority (AFCA) . AFCA provides a free and independent dispute resolutions service for consumers who have general insurance disputes falling within its terms.

AFCA’s contact details are:

Australian Financial Complaints Authority

Melbourne, VIC 3001

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Any advice here does not take into account your individual objectives, financial situation or needs. Terms, conditions, exclusions, limits and applicable sub-limits apply. Before making a decision about this insurance, please consider the relevant Product Disclosure Statement (PDS)/Policy Wording and Supplementary PDS (if applicable). Where applicable, the PDS/Policy Wording, Supplementary PDS and Target Market Determination (TMD) for this insurance are available on this website.

Travel Insurance is issued and managed by AWP Australia Pty Ltd ABN 52 097 227 177 AFS Licence No. 245631, trading as Allianz Global Assistance (AGA) as agent of the insurer Allianz Australia Insurance Limited ABN 15 000 122 850 AFS Licence No. 234708 (Allianz). Travel Insurance is underwritten by the insurer Allianz. Terms, conditions, exclusions, limits and applicable sub-limits apply.

We don’t provide advice based on any consideration of your objectives, financial situation or needs. Before making a decision, please consider the Product Disclosure Statement available on this website. If you purchase this insurance, AGA will receive a commission that is a percentage of the premium. Ask us for more details before we provide you with any services on this product.

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Claim Assistance Numbers

Health toll free Number 1800-103-2529

24x7 Roadside Assistance 1800-103-5858

Motor Claim Registration 1800-209-5858

Motor On the Spot 1800-266-6416

Global Travel Helpline +91-124-6174720

Extended Warranty 1800-209-1021

Agri Claims 1800-209-5959

Sales : 1800-209-0144

Service : 1800-209-5858

All transactions, whether they are financial or of any other nature, must be conducted exclusively through our branch offices, our online portals www.bajajallianz.com , our insurance agents or POSPs, or via insurance intermediaries registered with IRDAI who are engaged in solicitation. If you require additional clarification, please write to us at [email protected]

Thank you for visiting our website.

For any assistance please call on 1800-209-0144

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• General Insurance Claim Process

Travel Insurance Claims Process

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You are just a single click away from a comprehensive Travel insurance claim settlement

Thinking of travelling with your family on a long awaited vacation? Don’t worry, we’ve got you covered. However, while you will be in the perfect holiday mood with your loved ones, don’t forget to prep up well for any emergency over the course of your travel and stay.

TRAVEL INSURANCE CLAIM PROCESS

Dial our Toll Free Number

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Online Claim Submission Overseas Travel Insurance Claim Form

Register your claim online

Travel Claim Process

Product list.

Other travel insurance solutions

Asia Travel Policy

Corporate Travel Insurance

Bharat Bhraman

Cashless Travel Insurance Claim

Cashless Overseas Hospitalization

Cashless Travel Insurance Claim:

Once you send in the documents (minimal at that), we will verify them with the policy coverage

Yay! Your claim is approved

• We will send a payment letter guarantee to the healthcare provider within 2 working days.
• The healthcare provider will treat you and we’ll take care of your medical bills

It seems we have a query

• We will send a query letter to you and the healthcare provider asking for some more information
• Once we receive that information, we will release the payment letter guarantee after due diligence within 3 working days

We’re sorry, your claim is denied

• We will be sending you and the healthcare provider a denial letter
• The provider will carry out the treatment, as fully payable
• However, you can certainly file a claim for reimbursement at a later date

Travel Insurance Reimbursement Claim:

• Collect all hospitalization related documents and submit them, in original, to BAGIC HAT
• We will carry out a customary verification of all required documents

Oh, we need some more information

• We will send you a prior intimation of such deficiency so that you have sufficient time to provide further information.
• Upon receiving the requisite documents and further scrutiny, you can bank on us to initiate the general insurance claims settlement process and release the payment via NEFT in an Indian bank account within 10 working days.
• In case you still fail to provide us with the pending paperwork, we will send you three reminders, each 15 days apart, from the date of intimation.
• However, we will be forced to close the claim and send you a letter stating the same if you fail to come up with the pending documents beyond 3 reminders (45 days) from the date of intimation.
• We initiate a customary verification of the authenticity of the documents and if found permissible within the policy’s purview, we will release the payment via NEFT in an Indian bank account within 10 working days

However, if your General Insurance claim doesn’t fall within the policy’s purview; we will deny the claim and send you a letter stating the same.

Cashless Overseas Hospitalization:

At Bajaj Allianz, we understand the essence of time, particularly during a medical emergency. You can visit any of the nearest healthcare providers for urgent treatment/rehabilitation. In case the bills exceed USD 500, you can apply for our cashless facility. However, if the bill is less than that, you can always file a hassle-free reimbursement claim.

All your colleague/co-traveller needs to do is intimate us about the claim within 48 hours through any of the following ways:

• Email: [email protected]
• Reach out to us at our country specific Toll Free Number by clicking here . (mentioned in your travel kit as well)
• Call us at +91-20-30305858 (chargeable)
• Fax all hospitalization details at +91 20 30512207

List of Network Hospitals

Once we receive the claim intimation, we will guide you through the rest of the procedure.

Want to know the hospitals we have tied up with? Just send in a mail at [email protected] or call at our country specific Toll Free Numbers and we will help you out with the network hospital list.

Claim Forms:

Please fill the required claim form below, based on the nature of your claim.

• Overseas travel Insurance claim form
• Wordwide ROMIF(Except UK & Australia)
• Australia_ROMIF
• Attending Physician's Statement (APS)
• Medical claims
• Non medical claims
• Relevant of medical information
• Attending Physician's Statement (APS)

LET’S SIMPLIFY

What is a cover note.

It is a temporary insurance certificate that your insurer will give you, prior to the issuance of a policy. This is after you have duly filled and signed the proposal form and paid up the premium in full.

It is valid for a period of 60 days (from the date of its issue) and warrants the Insurance Company to furnish the insurance certificate before the expiry of the cover note.

What if I want to make certain changes within the policy?

The term you might be looking for here is endorsement, which is an agreement in writing, concerning changes in your insurance policy. An endorsement can be put into action during issuance of the policy in order to introduce add-ons and a more extensive coverage or impose certain restrictions.

What is a No Claim Bonus?

You will be eligible for a No Claim Bonus (NCB) in case you don’t make a single insurance claim over the course of your policy. It reduces the premium on your car insurance policy and is a token for you being the good driver that you are.

NCB can be transferred to a new vehicle belonging to the same class and is valid for a period of 90 days from the expiry of your motor insurance policy. However, if the new mean machine is more expensive, you might be charged an additional administrative fee in addition to a higher insurance premium.

What to do when my policy expires?

Keep Bajaj Allianz on your speed dial and give us a holler on our Toll Free Number 1800-209-5858 in case your policy expires. We are working 24 hours, just to provide you a hassle-free insurance experience!

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I hereby authorize Bajaj Allianz General Insurance Co. Ltd. to call me on the contact number made available by me on the website with a specific request to call back at a convenient time. I further declare that, irrespective of my contact number being registered on National Customer Preference Register (NCPR) under either Fully or Partially Blocked category, any call made or SMS sent in response to my request shall not be construed as an Unsolicited Commercial Communication even though the content of the call may be for the purposes of explaining various insurance products and services or solicitation and procurement of insurance business. Furthermore, I understand that these calls will be recorded & monitored for quality & training purposes, and may be made available to me if required.

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June 1, 2020

Due to travel restrictions, plans are only available with travel dates on or after

Due to travel restrictions, plans are only available with effective start dates on or after

Ukraine; Belarus; Moldova; North Korea; Russia; Israel

This is a test environment. Please proceed to AllianzTravelInsurance.com and remove all bookmarks or references to this site.

Use this tool to calculate all purchases like ski-lift passes, show tickets, or even rental equipment.

Trip Cancellation Claim Checklist

5. Submit your documentation.

This is a key spot that trips some folks up after initially submitting their claim for trip cancellation. Sometimes specific documentation is requested, for example, a note from a physician. Such paperwork is needed to confirm that a cancellation was made for a covered reason. If you’re having trouble obtaining this documentation, reach out to us for further assistance and we’ll see if we can help out.

6. Check your status.

It takes about 10 business days for claims to be processed, but you’ll be able to follow along from home (or anywhere you can access the Web) using the online claim management tool or Allyz ®  TravelSmart app .

7. Get approved and collect.

Once your claim is approved, you’ll be reimbursed for nonrefundable, prepaid costs based on any limits set in your plan, so be sure to have a look to know what to expect. You’ll be given the option of receiving your reimbursement payment electronically via deposit/ACH or as a debit disbursement. This is true whether you submit your claim online or over the phone.

8. The flip side...

We completely understand that it can be frustrating to not have a claim approved, especially if you’re confused why it wasn’t covered. While it could simply be that your reason for canceling wasn’t covered in your specific plan, it could also be that we didn’t receive a needed document. And that’s a simple fix! We’re here to help you understand what happened, and if it can be rectified.

It’s rare that we have to cancel a trip and shout, “Yes!” But trip cancellation can provide some financial relief, especially if you’re seeking to reboot your trip just as soon as possible. And while there are a number of covered reasons for trip cancellation, there are also reasons you’d cancel a trip that simply aren’t covered. For example, if you’re heading to a destination wedding, and the couple gets cold feet, you’re left with a really nice vacation. (We even wrote an article to help you make the most out of such trips: “ Plan B: When Trip Cancellation Doesn’t Mean Trip Cancellation .”)

So plan your trips. And plan on all of them taking place. But keep your travel insurance plan close; you never know when you might need your trip cancellation benefit.

Related Articles

• Trip Cancellation Insurance: Covered Reasons Explained
• Tips For Dealing With a Trip Cancellation
• 5 Reasons Your Trip Cancellation Insurance Won't Cover You

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Terms, conditions, and exclusions apply. Please see your plan for full details. Benefits/Coverage may vary by state, and sublimits may apply.

Insurance benefits underwritten by BCS Insurance Company (OH, Administrative Office: 2 Mid America Plaza, Suite 200, Oakbrook Terrace, IL 60181), rated “A” (Excellent) by A.M. Best Co., under BCS Form No. 52.201 series or 52.401 series, or Jefferson Insurance Company (NY, Administrative Office: 9950 Mayland Drive, Richmond, VA 23233), rated “A+” (Superior) by A.M. Best Co., under Jefferson Form No. 101-C series or 101-P series, depending on your state of residence and plan chosen. A+ (Superior) and A (Excellent) are the 2nd and 3rd highest, respectively, of A.M. Best's 13 Financial Strength Ratings. Plans only available to U.S. residents and may not be available in all jurisdictions. Allianz Global Assistance and Allianz Travel Insurance are marks of AGA Service Company dba Allianz Global Assistance or its affiliates. Allianz Travel Insurance products are distributed by Allianz Global Assistance, the licensed producer and administrator of these plans and an affiliate of Jefferson Insurance Company. The insured shall not receive any special benefit or advantage due to the affiliation between AGA Service Company and Jefferson Insurance Company. Plans include insurance benefits and assistance services. Any Non-Insurance Assistance services purchased are provided through AGA Service Company. Except as expressly provided under your plan, you are responsible for charges you incur from third parties. Contact AGA Service Company at  800-284-8300 or 9950 Mayland Drive, Richmond, VA 23233 or [email protected] .

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