CLAIMS AND EMERGENCY HELP

Travel Insurance

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

Increased customer enquiries

We’re currently experiencing an increased volume of calls and waiting times may be higher than usual.
We encourage you to claim online and thank you for your patience.
If you are seeking up to date information about Coronavirus please visit Smart Traveller.

How to make a claim

For new and existing claims

1800 134 419 (Press 2)
Mon to Fri 8am to 8pm, Sat 8am to 5pm (Sydney time)

Online Claims Form
For 24/7 Emergency assistance 07 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.

Virgin Money Travel Insurance - Claims & Emergency Help: Cancellations

Cancellations

  • How to claim

    Cancelling or shortening your journey

    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.
Virgin Money Travel Insurance - Claims & Emergency Help: Medical

Medical

  • How to claim

    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
Virgin Money Travel Insurance - Claims & Emergency Help: Luggage

Luggage

  • How to claim

    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.

Virgin Money Travel Insurance - Claims & Emergency Help: Other claims

Other claims

  • How to claim

    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.

Need more help?