At Chubb Travel Insurance our aim is to process your claim as quickly as possible.

On this page you can find details for what to do in the event of an insured loss under your policy, how to submit your claim and an outline of the required documents to support your claim.

For further questions on your Claims, please call Customer Service at Tel: 6398 8776 (Mon-Fri: 9am to 5pm only).

What to do when faced with an event that is insured under your policy

  • In respect of medical claims (including travel cancellation) you should submit claims to your private health provider prior to lodgment with Chubb Travel Insurance.
  • For Travel or Baggage delays, a document must be obtained from the airline or carriers representative involved confirming the flight number, delay period and the reason for the delay.
  • For checked-in baggage loss, damage or theft immediately (within 24 hours) report to the airline or the carrier involved and submit a claim to them. In many instances they may be responsible for damage and/or loss. Please also obtain a loss/damage Baggage Report from the airline or carriers representative.
  • Report any other baggage loss or damage to the local authority/police and retain the police report for your records to submit with claim form.
  • All losses under Travel Documents must be reported to local authorities and written acknowledgment obtained.
  • For liability claims do not make any admission or offer. Request the claim against you be put in writing.

How to submit your claim

  1. You need to submit your claim within 30 days of the event giving rise to your claim.
  2. Submit your claim by using our Travel Online Claim Form. Alternatively you can download a copy of our Chubb Travel Insurance claim form.
  3. Complete ALL relevant sections & questions of the claim form that relate to your claim in full. Missing out details will usually result in us needing to contact you for clarification and delay the assessment of your claim.
  4. Ensure that you collate and attach to your claim form ALL the required supporting documents that relate to your claim. Failing to provide the required supporting documentation will usually result in us needing to contact you for clarification and delay the assessment of your claim.
  5. For prompt assessment of your claim submit your claim form and supporting documentation by using our Travel Online Claim Form or by emailing to Alternatively you can submit your claim via post.
  6. Once submitted you should expect to receive confirmation of your claim number within 3 days for emailed claims and within 5 days for posted claims.
  7. Should you have any query in relation to your claim including a status update please contact our Claims at remembering to quote your policy and claim number.

Required documents to submit in support of your claim

All claims are required to be submitted with the following supporting documents:

  • Completed Claim Form
  • Travel booking confirmation and itinerary.

In addition to these the following additional supporting documents are required based on the type of claim you are submitting:

Benefit Being Claimed For

Proof of Loss Document

Personal Accident: Accidental Death

  • Copy of death certificate & copy of coroner's dispositions and finding (if applicable)
  • Police investigation report

Personal Accident: Permanent Total Disablement or
Personal Accident: Loss of Limbs or eyes

  • Medical practitioner's statement

Child Education Expenses

  • Copy of birth certificate

Medical Expenses

  • Medical report; and
  • Proof of cost (e.g. doctor’s invoice/receipt)

Compassionate Visit Overseas or Child Protector

  • Medical report or in the event of death a copy of death certificate
  • Receipts for hotel accommodation and air travel expenses

Hospital Income

  • Medical report; and
  • Hospital bill

Personal Liability

  • Letter or Demand of a claim made against you

Journey Cancellation or Journey Curtailment

  • Any documentation that supports the unforeseen circumstances that led to the cancellation or curtailment (e.g. a Medical Report))

Travel Delay or
Travel Misconnection or
Flight Diversion

  • Notification from the airline or transport carrier confirming reason for the delay, misconnection or flight diversion.

Baggage Delay

  • Airline baggage irregularity report or similar confirming delay; and
  • Delivery slip indicating time of receipt of baggage

Loss of:
Personal Effects and Baggage; or
Personal Money; or Travel Documents

  • Police Report detailing theft/ Report from provider of accommodation or transport
  • Proof of ownership and receipts for lost items
  • Quotation for repair of damaged items
  • Receipts for replace of Travel Documents
  • Currency exchange receipt for loss of Personal Money

Credit Card Indemnity

  • A Police Report; and
  • Credit Card statement that identifies the fraudulent transactions; and
  • Any correspondence you have received from your card issuer in relation to the fraudulent transactions

Home Guard

  • A Police Report
  • Original receipts of the Home Contents lost or damaged
  • Costs of repair for damage to the Home Contents.
  • Photographs of the damage.

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