- What is an excess?
An excess is the amount you contribute towards each claim. The excess for travel claims is $200*, and this cannot be waived.
*The $200 excess does not apply to claims for emergency luggage or replacement of traveller’s documents.
- What if I am lodging more than one claim during the period of travel?
If you have more than one claim from separate incidents, they will be treated as separate claims, and the excess will apply to each incident.
- How do I make a claim?
- What documents will I need to send with my claim?
All travel claim forms must be accompanied by:
- travel itinerary
- tax invoice showing the full cost of return travel tickets
- your monthly credit card statements showing the following:
- Account holder's full name and address (i.e. statement’s front page)
- Proof of purchase of the travel tickets for the journey commencing and ending in Australia.
Depending on the nature of the claim, you may be required to include additional documents.
- Why are these documents required, and what if I don’t have them?
The documents are required to validate your claim and to support the claim loss entitlement for each claim lodged.
In most instances, we will not be able to process your claim unless you have provided us with at least the documents specified in question 4 above.
If you are missing any of the documents please provide a covering letter with the claim form, explaining the reasons for absence of the document. We may be able to take these into consideration when assessing your claim.
- How long will it take to process my claim?
- Within 10 business days of receipt of your claim form we will notify you as to whether the claim has been accepted or not, or advise if we require additional information.
- For claims where additional information is required we will make a decision within 20 business days, dependant upon the time required for you to respond to a request for additional information.
In some cases, due to unusual circumstances or the complexity of the claim, these time frames may not be practical. In this event, we will agree on an alternate timeframe with you.
If a mutual agreement cannot be made, you will be provided with details of our complaints handling procedure on request.
- Should I replace missing items before I submit my claim?
Generally, not. However, if you do have to replace items whilst travelling, please send copies of receipts as proof that the items have already been replaced.
Please note that in relation to mobile phones, watches and jewellery we will obtain quotes on the original item, and if they have already been replaced we settle on the lesser amount. We do not exceed the original price.
When calculating the value of settlement, we take into account reasonable wear and tear and depreciation.
- Where can I get a policy booklet?
- Our website includes links to a number of credit card provider’s websites, which provide access to their policy booklets
Or:
- Contact your credit card provider for a copy.
Note: Zurich is unable to directly provide a copy of the booklets.
- Where can I get a Claim Form?
- The claim form is available from this website.
Or:
- Contact us on 132 687 and we will mail a copy to you.
- Can claims be registered over the phone?
No, you must submit a written claim form.
- How long do I have to make a claim?
Claims should be made in writing, within 30 days of the completion of your travel, or in the case of cancellations, within 30 days of the cancellation.
- Is there a possibility that you may still require additional information to that requested on the claim form?
In most instances, if you provide the documents identified on the claim form, we will not need to request additional information, however, in complex circumstances, we may need additional documentation to enable us to complete the assessment of your claim.
- How will I be notified of the result of my claim?
To ensure effective and prompt service we will use email if you have provided your email address. Please ensure your details are clear and correct on the claim form. If we do not have your email address we will contact you via mail or phone.
- If my claim is approved, how will it be paid?
Many claims will be settled by the provision of replacement item(s).
However, in cases where cash settlement applies, the reimbursement amount can be paid by cheque or deposited directly into your bank account. If you prefer to use the direct credit option, provide your bank details in the claim form, or call Zurich on 132 687.
We cannot credit your credit card.
- What do I do if I’m not happy with the decision?
Call Zurich and discuss the details with your Claims Officer (132 687).
If you are still not satisfied after this call, ask to be redirected onto our Internal Dispute Resolution service. The Claims Officer will explain how to proceed and send details on our Complaints procedure.
