Highlighted results for search term

Travel Insurance Claims and Emergency Help

Wherever you are, whatever the hour, we'll be by your side with claims help.

How to make a Virgin Travel Insurance claim

For new and existing claims

1800 134 419 (Press 2)
Mon to Fri 8am to 6pm (Sydney time)

Online Claims Form
For 24/7 Emergency assistance +61 7 3305 7499
Call reverse charge (collect) via the local operator
Download our emergency contact numbers by country Emergency contacts

Things to check before you claim

  1. Check your policy excess in your Certificate of Insurance is below the amount you want to claim.

  2. Have all the receipts and/or reports to back up your claim (remember: all claim types require supporting evidence)

There are all types of claims. We’ve itemised the most common ones below. To help make it clear what information you need, we’ve included a "What You’ll Need" list for every claim below.

icon-vma-suitcase

Cancellations

How to claim

tile link
close

Cancelling or shortening your journey

What'll you need:

  • Your Certificate of Insurance
  • A copy of your original itinerary
  • Proof of payment for your journey or the cancelled portion/s you’re claiming
  • If you’ve received a refund for any arrangements, you’ll need to supply the refund advice from your provider
  • If you have any written confirmation that supports the cause of the cancelled arrangements (i.e. letter from the airline; letter from your employer; cancellation of wedding), you’ll need to supply those, too.

 

close

Medical, hospital and dental claims

What you'll need:

  • Your Certificate of Insurance
  • A copy of your original itinerary
  • Proof of payment for your journey or the cancelled portion/s you’re claiming
  • If you’ve received a refund for any arrangements, you’ll need to supply the refund advice from your provider
  • If you have any written confirmation that supports the cause of the cancelled arrangements (i.e. letter from the airline; letter from your employer; cancellation of wedding), you’ll need to supply those, too.

 

Pre-existing medical conditions

What you'll need:

  • Your Certificate of Insurance
  • Any medical reports
  • Any receipts for associated costs incurred
  • Your travel itinerary

 

close

Luggage

If your luggage and personal effects have been lost or stolen, make sure you report it immediately to the police and get a written notice of your report. You'll need this to make a claim. If your luggage and personal effects are damaged or misplaced by the airline, or any other operator or accommodation provider, report it to an appropriate official and get a written report. And if any settlement offer was made, make sure you hold on to that documentation too.

What you'll need:

  • Your Certificate of Insurance
  • Any original proof of ownership for the item/s you’re claiming
  • If you’ve reported your theft/loss/damage to any authority, we’ll need to see the report that confirms it
  • Confirmation of any compensation given to you by an at-fault operator (e.g. the airline responsible for losing your luggage)
  • Your travel itinerary

 

Please note that depreciation will be applied to all Luggage and Personal Effects claims as reasonably determined by us.

icon-vma-person

Other claims

How to claim

tile link
close

All other claims

If you don't see what you want to claim outlined above, simply call us on 1800 134 419.

Once we have you on the phone, we’ll be able to take you through our quick and easy claims process. We’ll then either put your claim through on the spot or, if more information is required, we’ll let you know the next steps. It's also always a great help to have your policy number handy when you call.

Important stuff

See Product Disclosure Statement for terms, conditions, excesses, limits and exclusions that apply. This information is of a general nature only and does not take into account your personal financial situation, needs or objectives. Please consider the Product Disclosure Statement and Financial Services Guide before deciding whether to buy this product. If you purchase a policy, Virgin Money receives a commission which is a percentage of your premium – ask us for more details. View Privacy & Security information.

Virgin Travel Insurance promoted by Virgin Money (Australia) Pty Limited ABN 75 103 478 897, authorised representative No 280884 of Virgin Money Financial Services Pty Ltd ABN 51 113 285 395 AFSL 286869. AGA Assistance Australia Pty Ltd ABN 52 097 227 177, AFSL 245631 trading as Allianz Global Assistance issues and manages Virgin Travel Insurance on behalf of the insurer, Allianz Australia Insurance Limited (Allianz) ABN 15 000 122 850 AFSL 234708.