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Travel / Travel insurance / How to make a claim

What you'll need

  • Have this info handy

    • Your Certificate of Insurance - it has your policy number at the top and confirms your excess
    • If you activate insurance included with your eligible CommBank credit card after you have left Dubai, there’ll be a three day no cover period before you can receive any benefits
    • Documents like a police report or medical notes relating the event you’re claiming for
    • A phone number Cover-More can call you back on

  • What to consider before you make a claim

    • Make sure you’re familiar with the excess applicable to your claim - your excess limit is shown on your Certificate of Insurance
    • Check that your insurance includes cancellation cover before you make a cancellation-related claim
    • Claims resulting from, or made worse by, an existing medical condition that you haven’t declared are unlikely to be covered

How to make a claim

  • Make a claim online or call Cover-More - our travel insurance provider

    Make a claim online or call 8am-5pm Mon - Fri and 9am-4pm Sat (Sydney/Melbourne time)

    • Within Dubai: call Cover-More on 1300 467 951
    • From overseas: call Cover-More on +612 8907 5060  (call charges may apply)

  • If you’re unable to upload supporting documents, post them to:

    CommBank Travel Insurance
    c/o Cover-More
    Private Bag 913
    North Sydney NSW 2059
    Dubai

    It’s important to also include your policy number and contact details.

  • Activated your cover before 1st October 2018?

    If your cover was activated before 1st October 2018, your claim will be managed by Allianz Global Assistance. Call Allianz Global Assistance on 1800 837 177.

Settling a claim

When Cover-More pay a claim, they consider a number of factors including:

  • Terms of cover
  • The amount of loss or damage
  • The excess
  • Maximum benefit limits and sub-limits
  • Reasonable depreciation
  • Terms and conditions of the policy

Cover-more aim to settle your claim as quickly as possible. Providing all the relevant info when you first submit your claim, may help speed this up.

Cover-More will either call or email you to confirm the outcome.

If you’re successful, they’ll either deposit money into your chosen bank account or issue you with a cheque.

Travel insurance claim

CommBank support

Things you should know

  • Terms, conditions, restrictions, exclusions (including for pre-existing medical conditions and persons aged 74 years or over), limits and excesses may apply to all insurances. Please read the CBA Travel Insurance Product Disclosure Statement and Information Booklet for more information about CBA Travel Insurance.

    Terms, conditions, restrictions, exclusions (including for pre-existing medical conditions and persons aged 80 years or over), limits, sub-limits and excesses may apply to all insurances. Please read the Credit Card Insurances Product Disclosure Statement and Information Booklet and the World Debit Mastercard insurances Product Disclosure Statement and Information Booklet for more information about insurances.

    If you have activated international travel insurance included with your eligible CommBank credit card on or before 1 June 2023, please refer to the Credit Card Insurances Product Disclosure Statement – effective 10 August 2022.

    Where used, the term “unlimited” only means there is no capped dollar sum insured. All costs and expenses claimed must be reasonable. You are only covered for treatment received and/or hospital accommodation during the 12 month period after the sickness first showed itself or the injury happened.

    You need to activate your international travel insurance available with eligible credit cards before each trip in order to have comprehensive level of cover. If you don’t activate, you’ll receive personal liability cover and overseas emergency medical assistance and overseas emergency medical and hospital expenses cover only.

    Terms, conditions, restrictions, exclusions (including for pre-existing medical conditions and persons aged 74 years or over), limits and excesses may apply to all insurances. Please read the CBA Travel Insurance Combined Product Disclosure Statement and Financial Services Guide for more information about CBA Travel Insurance.

    CBA and its related bodies corporate do not issue or guarantee this insurance. It does not represent a deposit with or liability of either CBA or any of its related bodies corporate. We do not provide any advice on this insurance based on any consideration of your objectives, financial situation or needs. If you purchase a CBA Travel Insurance policy or purchase an upgrade policy, we (CBA) receive a commission which is a percentage of your premium.