If you’re making a complaint about making an insurance claim rather than a mis-sold policy, check your documents to see who the “underwriter” is. You’ll need to make a complaint to that organisation.
Here you can claim for things such as lost luggage, illness, loss or theft while you are travelling or any disruption to your travel plans.
All other insurance claims are being handled under our form ‘Finance and Insurance’ Please specify in the note comments what type of policy and the issue you have experienced.
The flight complaint section is more for claims relating to baggage loss and flight delays from EU destinations. In Australia, it is difficult to claim on these things without some form of insurance. So it’s very important to hold an insurance policy for every trip. It is in this section
For every robbery, you need to approach the local police and have them provide you with a written incident report. If you are incurring out of pocket expenses, please keep a record of these by way of receipts. It’s good to keep your boarding passes and any documentation you collect during transit. If there has been damage to a rental vehicle or hotel room, please take your own pictures.
The process could be as short as 2 weeks and as long as 2 years depending on the complexity. Our job is to continuously chase the relevant parties to ensure its being resolved as swiftly as possible.
We wish our service could be for free, and for that reason we don’t charge anything for the work we do even if you don’t win. But without government funding we have to get paid something to cover our costs. So when you win, we’ll take a small percentage. The amount depends on the type of complaint and is written into your agreement.