Holidaying is a time to pack your bags, not your worries. You want to be relaxing, not fretting about unexpected incidents that could disrupt your travel plans. That's why it's important to consider buying travel insurance that can offer protection for your well-earned trip, just as you would your home or car.

At Flight Centre we offer travel insurance coverage through Europ Assistance, a global travel insurance operator.

This handy travel insurance guide will help you choose the travel insurance coverage that's right for you. 

Step 1:

Fill Out a Claim Form

To start your claim, complete a claim form either:

• Online through our e-Claims portal
• Download and print a claim form

We recommend submitting your claim within 30 days after returning home. If more time is needed, don’t worry – claims can still be made later.

Step 2:

Provide Supporting Documents

Gather and provide all essential supporting documents, which may include:

• Police or medical reports
• Hospital invoices or receipts
• Proof of Australian residency (e.g., unrestricted entry visa or Australian Medicare card)
• Travel itineraries, documents, or e-tickets
• Details of any supplier cancellation fees or amendment terms (e.g., airline, tour company, hotel, or cruise)

Your travel agent may help you obtain some of these documents if needed!

Step 3:

We Evaluate Your Claim

Once all necessary documents are received, we will assess your claim. During this step, we may request additional documentation to support your claim if required.

Step 4:

Claim Decision

Europ Assistance will make a claims decision within 10 days after you submit your claim provided we have all the required supporting documents. If approved, the payment will be transferred directly to your bank account. If we can't approve your claim, we'll provide a clear explanation of why.  

To ensure your claim is processed quickly and efficiently, keep these tips in mind:

• Complete the form thoroughly: Provide as much detail as possible.
• Use e-Claims: Opting for our online portal may speed up the process.
• Prove ownership: For claims related to belongings, include receipts, bank statements, invoices, or other proof of ownership.
• Keep records: Save all receipts and invoices for expenses related to your claim.
• Be responsive: Keep an eye on your email and phone for any follow-up requests from our team.

How Your Travel Agent Can Help

Your travel agent can provide any necessary documents related to your travel arrangements, such as refund information, cancellation fees, and terms and conditions.

24/7 Emergency Assistance

If your need is urgent, Europ Assistance have a 24-hour emergency assistance team you can contact on +61 2 9333 3973. This team can offer you practical support and guide you through your crisis 24 hours a day, 7 days a week, so you’re never alone in your moment of need. 

To ensure you make an informed decision about purchasing travel insurance, you must read the Combined Financial Services Guide and Product Disclosure Statement as well as the Target Market Determination. These documents are designed to assist you in your decision making and contains information about everything that is and isn’t covered, your rights and obligations, plus all terms, conditions and limitations of the travel insurance policy. 

Travel insurance is strongly recommended by the Department of Foreign Affairs and Trade for all overseas travel.

This insurance is underwritten by the insurer Mitsui Sumitomo Insurance Company Limited (MSI), ABN 49 000 525 637, AFSL 240816. Europ Assistance Australia Pty Ltd (EAA) ABN 71140219594, AFSL 552106 holds a binding authority from the insurer, MSI to issue contracts of insurance and to deal with or settle claims on MSI's behalf and as MSI's agent. Flight Centre Travel Group Limited, ACN 003 377 188 AR No 228097 is an Authorised Representative appointed by EAA to distribute and administer this insurance product. Any recommendations made about the insurance is general advice only and doesn't take account of your particular needs and circumstances. You must read the Combined Financial Services Guide & Product Disclosure Statement (Combined FSG/PDS) and TMD before you decide to buy this travel insurance product.

*Important message if your travel insurance policy was issued before 15 November 2024

If your policy was issued by Cover-More Travel Insurance on or before 14 November 2024 (your policy number starts with a 7 and contains 12 digits) please click here.

You can access the Combined Financial Services Guide and Product Disclosure Statement (Combined FSG and PDS) for full terms, conditions, inclusions and exclusions and the Target Market Determination (TMD). This page also provides you with up to date information on Travel alerts, your best contacts for Emergency Assistance and all you need to know if you want to lodge a claim or seek information regarding your policy.