How to make a travel insurance claim

Why travel insurance is essential for your trip

To ensure you have coverage against insured events on your next overseas trip, consider purchasing travel insurance sooner rather than later. There are three levels of international cover to choose from. Depending on the level of cover you select, RACV International Travel Insurance may help cover:

• Medical costs overseas, including hospitalisation, ambulance services, or evacuation^#
• Trip cancellations or interruptions due to illness, severe weather, or family emergencies^#
• Loss or theft of luggage, personal items, or passports^#
• Travel disruptions such as flight delays, missed connections, or accommodation issues^#.

The three levels of international cover are International Basics, International Essentials and International Comprehensive.

If you are travelling in Australia, the options are Domestic Rental Car Excess, Domestic Cancellation Plan and Domestic Plan.

Check the Product Disclosure Statement for the full list of includsions, sub-limits and exclusions.

More: Countries with reciprocal healthcare agreements when travelling overseas

How to make a claim with RACV Travel Insurance

Step 1: Ensure your safety

Your health and safety are the top priority before making a travel insurance claim. In a medical emergency or accident:

• Seek medical attention immediately. Keep in mind that you must tell RACV Travel Insurance as soon as practicable if you're admitted to hospital or treated as an outpatient and the total cost of any consultation or treatment will exceed $2,000. If you do not contact your insurer and incur costs without approval, there may be a limit to what is payable. Read the Product Disclosure Statement for details.
• Follow local safety instructions for natural disasters or emergencies
• Keep your insurance policy and emergency contact numbers handy.

RACV Travel Insurance includes 24/7 overseas emergency medical support for policy holders via its partnership with On Call International. On Call International provides fully customised travel risk and safety management, ranging from overseas medical emergencies to natural disasters and political unrest. 

More: How travel insurance protects you in medical emergencies and natural disasters while overseas

Step 2: Document everything

Before making a claim with RACV Travel Insurance, collect information to support your case. This will help speed up the process.

Include the following:

• For an injury, record the time, date and location of the incident. For an illness, note when your symptoms first began.
• Details of what happened and how it occurred
• Receipts, invoices, or proof of costs
• Photos or videos of damage, loss, or relevant documents
• Contact information for service providers such as hotels, airlines, or tour operators

For theft or loss incidents, obtain a local police report if required to support your travel insurance claim.

Step 3: Notify RACV Travel Insurance promptly

It’s important to report the incident as soon as possible. Early notification helps ensure a smooth claims process.

The quickest way to lodge an RACV Travel Insurance claim is by using the online lodgement, available 24/7. Follow these steps:

1. Register using the email address you used to purchase your policy.
2. After registration, you will receive an email guiding you to set up your password.
3. If you have previously registered a claim, log in using your email and password.
4. Complete your claim details by answering all sections in the online form.
5. Once submitted, your claim will be assessed within 10 working days, and the claims team will notify you if any further information or documentation is required.

Alternative, contact the RACV Travel Insurance claims team on 1300 207 387 and they will guide you through the claim process and lodge a claim on your behalf.

Step 4: Manage your claim

After submitting your claim with RACV Travel Insurance, monitor its progress and provide additional information if requested.

This can include:

• Receiving updates via email or SMS
• Providing supplementary documents or evidence

Step 5: Pay your excess if applicable

Some RACV Travel Insurance claims require an excess payment before the claim is finalised. Check your Certificate of Insurance to confirm the amount payable.

Step 6: Use support services

RACV Travel Insurance offers additional support to make your claim process easier. Services include:

• Emergency assistance for medical or logistical issues
• Interpreter services for international claims
• Guidance on policy questions or claim procedures.

Tips to help with a travel insurance claim

Knowing what to do before and during your trip can make a real difference if you need to make a travel insurance claim.

• Buy travel insurance before your trip starts to ensure coverage from day one. RACV Travel Insurance cannot be purchased if your trip has already started.
• Choose cover that’s specific to your trip, such as cruising or skiing
• Keep receipts, invoices, photos, and policy documents organised
• Report incidents quickly to avoid delays
• Understand your coverage, including limits and exclusions.

^{# Limits, sub-limits and exclusions apply. Refer to the Product Disclosure Statement for full details.}

^{The information provided is general advice only. Before making any decisions please consider your own circumstances and the Product Disclosure Statement and Target Market Determinations. For copies, visit racv.com.au. Royal Automobile Club of Victoria (RACV) Ltd AR 001243563 is an authorised representative of the issuer and receives commission for each policy sold or renewed. RACV Travel Insurance issued by Tokio Marine & Nichido Fire Insurance Co., Ltd ABN 80 000 438 291 AFSL 246 548. Terms & conditions apply, refer to the PDS.}