Travel Insurance Claims

What to do in a medical emergency

The 24-Hour Emergency Service is available 24 hours a day, 365 days a year for assistance with medical emergencies. Please note that this is not for casual enquiries.

You must notify the Assistance Service immediately of any serious illness or injury whilst abroad which necessitates admittance to a hospital as an in-patient, or before any arrangements are made for repatriation. A travelling companion may do this for you although most hospitals have a set procedure in place.

The Assistance Service is able to help you with:

  • paying hospital and medical bills
  • repatriation to your home country after a serious accident or illness if medically necessary
  • rescheduling of disrupted travel plans
  • replacement of lost tickets, passports or travel documents
  • urgent messages to your family
  • giving guidance and help to other members of the party
  • interpreters in non English speaking overseas hospitals

As with other travel insurance policies, this insurance does not cover treatment or surgery which in the opinion of the Insurers is not essential or can reasonably be delayed until the Insured returns to his usual country of residence.

24/7 Medical Emergency Service- Contact Details

Fullerton Health Emergency Assistance 

Tel: +61 (0) 2 9312 5168 (medical emergencies only)


Please have the following information when calling the emergency service:

  • your travel insurance policy certificate number
  • dates of outward and inward travel
  • details of the problem including the name and address of patient and nature of illness / accident
  • name and telephone number of hospital and attending doctor
  • details of usual doctor / general practitioner

If your policy was purchased before 1 November 2020 please contact:

World Travel Protection
Tel: +61 (0) 2 8907 5953 (medical emergencies only)

How to make a travel insurance claim

Any occurrence or loss, which may give rise to a claim, should be advised immediately to, and a claim form obtained from our appointed claims adjusters, whose details are shown below.

Please provide the following information when requesting a claim form:

  • your name, address and telephone number
  • your travel insurance policy certificate number
  • a brief description as to the nature of the claim
  • If medical attention has been received you should pay and obtain receipts together with a certificate showing the nature of the injury or illness.

Please note the following:

  • any loss or damage to baggage whilst in the custody of carriers (airline, bus company etc.) must be notified immediately in writing to such carriers, but in any event within three days, and a Property Irregularity Report (PIR) obtained.
  • any loss of money or personal baggage must be reported to the police within 24 hours of discovery and a written report obtained.
  • proof of ownership of personal belongings, if requested, must be supplied.
  • in no event should a claim be notified later than 31 days after the expiry of the trip during which the claim occurred.

Claims Service - Contact Details - Gallagher Bassett

Gallagher Bassett Services
GPO Box 14
Brisbane, Queensland 4001, Australia

Please note that the claims adjusters are not authorised to answer enquiries about policy sales or cover unless there is a claim. For all other enquiries, please click here

You can complete the online claim form by clicking here

For enquiries relating to a claim only:

Tel: +61 7 3005 1613

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