If you're completing your claim online, and you don't have all the documents we requested from you, don't panic! Sometimes, despite your best efforts, it’s just not possible to get them.
Why do I need to provide documentation?
We need supporting documentation such as reports and receipts to confirm any claim(s) you make. The more documents you have proving your loss, the more likely it is that our team will be able to verify your claim and cover your expenses.
What documentation do I need to provide for a claim?
That depends on the benefit you are claiming, but we may need copies of:
- Medical reports from treating doctors explaining the diagnosis provided, medical tests and treatment given/requested
- Receipts for medications that you may have purchased
- Hotel, airline, railway, bus company and/or restaurant receipts relevant to the event
- Any other relevant documentation
Traveller’s Tip: it’s always a good idea to keep both digital and hard copies of all receipts and documentation relating to your trip, from the start to the end.
What if I don’t have some of the documentation?
- If you've lost (or don't have) a receipt:
- Provide us with a Credit Card statement that shows the purchase of the item or service.
- Provide a warranty for the item, or any other documentation you might have that confirms your ownership of the particular item.
- Ask the store you purchased the item or service from to provide you with a copy of the purchase receipt.
- If the item was a gift:
- You will need to ask the person who gave it to you for the receipt, or a copy of any of the above.
- If you don't have a report (e.g. Medical Report, Property Irregularity Report, Repair Report):
- If we’ve asked you to provide a Police Report, Medical Report, or some other documentation to verify the facts of your claim and you don’t have them, then you will need to discuss this with your case manager.
If you’re not sure about something or have any questions, you can always contact us.
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Tips on how to get missing documentation
- Try to contact the relevant authority or person and ask them to give you a copy of the report (or some other documentation in writing).
- In some cases, organisations or airlines simply do not provide reports in writing. If this is the case, make a note of the company/organisation you contacted, the person you called, their position and their contact details in case we need to contact them directly to clarify the facts of your claim. (You will be able to enter these details when you submit your claim).
- If you're claiming for damaged goods, you will need to get a repair report if you don't already have one.
What if I just can’t get some documentation?
We consider each claim on its merits, and where there are extenuating circumstances, will take these into consideration when we review your claim.
Tip: if you don't have some documents, you’ll be able to make a note against that particular document explaining why when you lodge your claim online.
How do I lodge a claim?
Once you've obtained as many of the documents we requested, and created digital copies, it's time to complete your claim submission. Refer to our handy guide on how to claim.
Tips on lodging your claim
- How do I create digital documents?
- How do I make a claim if I can’t complete it online?
- Can I make a claim whilst I’m still travelling?
Got questions?
If you have any questions, please contact us, we’re here to help.
Travel insurance is not designed to cover everything, so take the time to read the full description of cover in the PDS for the full details on what’s not covered as well as the terms, conditions, limitation and exclusions. If you are unsure of anything, please contact us for help.
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