Lodging your travel insurance claim
When you need help making your travel claim reach out to RACQ online or over the phone.
How to make your travel insurance claim
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Keep safeIf you are experiencing an emergency that requires police, fire, or ambulance services, please contact:
- Overseas emergency services nearest to your location.
- Australian emergency services on 000. You will be able to make this call even if your mobile provider doesn’t have network coverage in your location. You can also contact the State Emergency Service on 132 500.
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Gather your policy documentsIf you’re able to access the internet, and it is safe to do so, please read over your policy documents:
- Certificate of Insurance
- Combined Product Disclosure Statement (PDS) / Financial Services Guide (FSG)
These documents will help you understand what you’re covered for and how your claim will be processed.
The Claims information section of the PDS provides examples of what supporting documents you may need to supply when making a claim for:
- Cancellation Fees and Lost Deposit Claims
- Medical, Dental or Hospital claims
- Luggage or Personal Money claims
- Emergency Expenses or Travel Delay claims
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Make your claimThere are two simple ways you can make your RACQ Travel Insurance claim:
Online
The quickest way to make your claim is through the 24/7 online portal. Simply register with the email address you used to buy your policy and you'll be sent a password setup email. Use your new password to log in and provide your claim details. Your claim will be assessed in line with the General Insurance Code of Practice timeframes.
Phone
Contact the Travel Insurance claims team on 1300 207 371 or +61 2 8055 1696 and you'll be guided through the process. As a courtesy to our policy holders, reverse charges from overseas operators is accepted.
For more information, please visit racq.tmmatravel.com.au/assets/content-data/how-to-claim
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Other service optionsFor general customer service, you can:
- Call us on 1300 338 821
- Email us at racqsales@tmnfatravelinsurance.com.au
Interpreting Services
Assistance can be offered in the following ways if you need help understanding any aspect of your travel insurance policy or claim in your language.
Contact Translating and Interpreting Services
Translating and Interpreting Services (TIS) are available 24/7 and their interpreters speak over 160 languages. They're available over the phone and in person. Book an appointment with TIS, or call them on 131 450. This is a free service.
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Leave it with usWhat to expect next
- If any additional information is required, you will be contacted within 10 business days of you lodging your claim.
- Your claim will be assessed within 10 business days upon receipt of all the relevant information and claim support documentation.
FAQs
This section only provides a summary of the policy benefits. Review each section of the Combined Product Disclosure Statement (PDS) / Financial Services Guide (FSG) for terms, conditions, exclusions, limits, sub-limits, and any general exclusions that apply.
Things to note
RACQ Operations Pty Ltd (ABN 80 009 663 414, AR No. 234978) and Members Travel Group Pty Ltd (ABN 45 144 538 803, AR No.432492) (RACQ) are authorised representatives of the RACQ Travel Insurance insurer Tokio Marine & Nichido Fire Insurance Co., Ltd. (ABN 80 000 438 291 AFSL 246 548) (Tokio Marine). Tokio Marine Management (Australasia) Pty Ltd (ABN 69 001 488 455, AR No. 1313066) is an authorised representative of Tokio Marine, and administers RACQ Travel Insurance as the managing agent on behalf of Tokio Marine. Terms, conditions (including eligibility criteria), exclusions, limits and sub-limits apply. Any advice is general advice only, and does not take into account your specific objectives, financial situation or needs. Before you purchase, please consider the Combined Product Disclosure Statement (PDS) / Financial Services Guide (FSG) and Target Market Determinations (TMDs) available at racq.com or on request from RACQ.