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Read important information about your travel insurance, and see if you're eligible for a refund

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Making a claim is easy

Select from the following options.

Select from the following options

Call us for emergency help

If you need urgent help, you can call us 24/7.

From Australia

1300 135 640

We can help if:

  • You're sick or hurt and taken to hospital (or will have more than $500 of medical expenses)
  • You're overseas and need to find a doctor that speaks English
  • You've lost your passports, travel documents or credit cards
  • You need legal help or help getting home.

These services depend on whether your claim is covered by your policy.

Calling from overseas

We also have numbers you can call from outside Australia. If you're in:

When you call, have your policy number handy and a phone number we can call you back on.

We're here when you need us.

NRMA Travel Insurance provides a 24 hour worldwide emergency assistance service for you to call if you experience any difficulties on your trip.

Call emergency assistance if:

  • You're admitted to hospital or expect your medical expenses to be over $500
  • You need help finding an English speaking doctor while travelling
  • You've lost or had your passports, travel documents or credit cards stolen
  • You need local legal help
  • You need help returning home.

All services are subject to a claim being accepted under our policy.

If your personal items (like a camera or mobile phone) have been lost or stolen, the first thing to do is to inform the local police and get a police report.

If your things were stolen while you're travelling with a transport provider, you can get a letter from them instead.

Then, once you're home, log in and start your claim online and attach the report or letter.

We'll update you within 10 business days or your claim starting.

Claim online

Claim online now through our easy, 5-step process:

1 Describe the incident

2 Enter your expenses or losses

3 Upload any supporting documents

4 Provide your bank details

5 Review and finalise your claim

You can save and return to an incomplete claim for up to 28 days.

Once you've lodged your claim, we'll update you on how it's progressing within 10 working days.

Claim online

 

Phone

You can call from:

We're available 8am–7pm Mon-Fri, 9am–4pm Sat, 10am–3pm Sun AEST/AEDT.

 

By post

Fill out your claim form and post it to:

NRMA Travel Insurance
c/o Cover-More Claims Department
Private Bag 913
North Sydney NSW 2059

Download claim form

You need to let us know about any claim or incident that might result in a claim as soon as possible and within 60 days of the return date shown on your policy document.

If you make a claim after the 60-day time frame, please include a cover letter explaining why you were unable to make your claim within this period.

If you're still within the 60-day time frame and think you may exceed it, please call us on 1300 135 640 (8am–7pm Mon-Fri, 9am–4pm Sat, 10am–3pm Sun AEST/AEDT).

If you're waiting on supporting documentation and believe you'll exceed the 60-day period, you can still lodge a claim in the meantime.

Yes, once you're home from your trip, you should lodge your claim within 60 days. This makes it easier to gather information we need to approve your claim.

However, our online claims centre lets you start your claim anywhere in the world at anytime, while all the details are still fresh so you don't have to wait.

You can save and return to an incomplete claim for up to 28 days.

If your luggage is delayed for more than 24 hours, we'll reimburse you up to $500 on the International Comprehensive Plan, or $100 on the International Essentials Plan. This covers essential emergency items of clothing and toiletries you purchase on your trip.

These amounts will double if you still haven't received your luggage after 72 hours.

Remember to upload all copies of your receipts when lodging your claim.

For more information, including the maximum benefit limit, please refer to the Product Disclosure Statement (PDS).

If your luggage is delayed for more than 24 hours, we'll reimburse you up to $500 on the International Comprehensive Plan, or $100 on the International Essentials Plan. This covers essential emergency items of clothing and toiletries you purchase on your trip.

These amounts will double if you still haven't received your luggage after 72 hours.

Remember to upload all copies of your receipts when lodging your claim.

For more information, including the maximum benefit limit, please refer to the Product Disclosure Statement (PDS).

When you make a claim, we may ask you to provide documents that help us assess and settle your claim. Documents can also be used to help us identify correct replacement or reimbursement for you.

Examples of the types of documents you can provide, include:

  • Original police reports
  • Receipts
  • Valuations
  • Repair quotes
  • Medical certificates.

We're here to help

Call us for help

 1300 135 640

Less than a minute

Not in Australia?

 +61 2 8907 5081

We're available 8am–7pm Mon-Fri, 9am–4pm Sat, 10am–3pm Sun AEST/AEDT

Email us

nrma-insurance@covermore.com.au

Email us

nrma-insurance@covermore.com.au

We understand that as a result of your incident, you might already be out of pocket. That's why we try to process claims as quickly as possible.

You'll hear from us within 10 working days from the time we receive your claim.

To check your claim's progress, log into our online claims centre or contact us for more details.

Log in

Contact us

 1300 135 640 or +612 8907 5081

8am–7pm Mon-Fri, 9am–4pm Sat, 10am–3pm Sun AEST/AEDT

 Email us

Yes, you can supply supporting documentation once you've submitted your claim.

If you're lodging a claim online, select 'Supply later'. You'll have up to 28 days to return to your incomplete claim to add your supporting documents in.

The easiest way to confirm your coverage and excess is to start a claim online.

Once you've lodged your claim, our claims team will contact you within 10 working days.

Start a claim

The easiest way to confirm your coverage is to simply start a claim online.

What you're covered for is determined by the type of travel insurance you have with us. For example, if you've chosen our International Essential Plan, you're not automatically covered for your rental car's insurance excess, but with our International Comprehensive Plan, we cover up to $4,000.

Still not sure? You can also find full details on policy coverage in the Product Disclosure Statement (PDS).

To find out what you're covered for in an event like this, you should check the Product Disclosure Statement.

For current warnings and alerts, check smartraveller.gov.au.

If you need urgent help, you can call us anytime from wherever you are. If you're in:

Our International Travel Insurance policies offer you a range of excess options. Depending on the type of excess you've chosen, you may need to pay. Your excess is shown on your policy document.

For domestic travel, you'll need to pay a $50 excess on our Domestic Comprehensive Plan and Domestic Cancellation Plan.

An additional excess may apply in some circumstances, such as cover for existing medical conditions. If this is the case, we'll contact you in writing.

In the event that any of your travel providers become bankrupt, you may be entitled to payment under the Financial Claims Scheme. Access to the scheme is subject to eligibility criteria.

For information about the scheme, visit the APRA website or call APRA.