If something happens on your trip overseas and you think you may be making a claim on your Travel with Jane policy, you should use this checklist to help you get what you need to support your claim.
When you submit your claim, you will be required to tell us what happened and provide us with all the documents we ask for.
It is important that you obtain as much documentation as possible at the time of the event, as it can be difficult to obtain some documents once you return to Australia.
If something is lost or stolen:
✓ Report it to the local police within 24 hours and get a written report.
✓ Report to your airline or transport provider as soon as possible that they have lost or damaged your luggage, or that you notice something has been taken from your bag and get a written report.
✓ Report to your carrier as soon as possible that they have lost or damaged your luggage or you notice something has been taken from your bag and get a written report.
✓ Get original receipts, valuations, or other proof of ownership of any items related to the claim.
If the claim relates to medical expenses:
✓ Get a written medical report or certificate from your treating overseas doctor or dentist, or your local GP or dentist, that clearly explains the medical condition, the diagnosis provided, medical tests requested and treatment given.
✓ Have documents translated into English if necessary (they do not need to be professional translations).
✓ Keep originals of all documents that you submit electronically.
✓ For claims due to a trip cancellation, provide us with documents such as your original booking invoice and receipts, a trip cancellation invoice, written confirmation from your airline or travel agent, and unused travel tickets and itineraries.
Do not admit fault or liability
On your trip, DO NOT, unless we have approved:
- admit that you are at fault; or
- offer or promise to pay any money; or become involved in litigation.
Submitting your claim
The best way to submit your claim is via our online claims system. If you are unable to claim online we can assist you with a downloadable claim form instead.
It is important that you give us the information we require; if not, we may have to reduce the amount of your claim or we may not be able to process your claim at all.
We want to process your claim as quickly as we can. To do this, you can help greatly by providing the documentation we need when you submit your claim. Once we have all the necessary information, your claim will be processed within five (5) business days of us receiving a completed online claim.
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