Contact Us for Help with Your Claim

If you need help with your claim, please contact us:

Ph (outside Australia): +61 2 5300 2836

Ph (within Australia): 02 5300 2836

Email: claims@robinassist.com

You can make a claim while you're overseas or when you return to Australia. To start your claim, head to the Robin Assist claims page.

How to Make a Claim

In these stressful situations, you don’t want to have to jump through hoops to make your claim. The claims process through WAS Travel Insurance is straightforward.

1. Document the incident - Whether it’s a car accident, lost luggage, or another unexpected event, document the situation as thoroughly as possible. This is called ‘filing a claim’. Keep all receipts for any expenses incurred. Obtain any police reports where appropriate.
2. Complete the Robin Assist claim form - The Robin Assist team is our third-party claims and assistance partner and their claim form is the next step. It helps us efficiently gather all relevant information related to your claim. As part of this process, you’ll outline your financial loss. The form will give you an opportunity to supply any evidence supporting your claim.
3. Submit your claim - Once submitted, a claims analyst will assess it. They’ll determine whether it meets the terms of your insurance policy and promptly contact you should further information be needed.

What Is the Difference between Filing a Claim and Submitting a Claim Form?

Filing and submitting a claim mean the same thing. This will involve:

1. Providing comprehensive details of the incident (including how, when, and where it happened)
2. Specifying the financial losses you are claiming (e.g., medical bills, accommodation expenses, replacement costs for lost items)
3. Supplying supporting documentation, such as receipts, medical reports, police reports, and any other evidence that supports your claim
4. Signing the form to confirm the accuracy of the information provided

What’s Covered?

Our travel insurance policies can cover a range of potential incidents. You can choose from various options to suit your needs. Our potential benefits include but are not limited to:

• Trip cancellation and interruption - If your trip is cancelled or interrupted for covered reasons, you can be reimbursed for non-refundable expenses.
• Overseas Medical emergencies - Coverage for overseas emergency medical treatment and evacuation, including emergency dental treatment (up to $2,000 per insured person).
• Lost or delayed baggage - Potential reimbursement for essential items if your baggage is lost or delayed.
• Personal liability - Protection against claims made by other parties for injury or damage caused by you.

For detailed information on what your policy covers, please refer to your Product Disclosure Statement (PDS).

The Step-by-Step Claims Process

Let’s recap these simple steps:

1. In case of an emergency, contact our assistance team immediately. We can guide you on the next steps. We’ll also provide advice on the required documentation.
2. Document the situation, keep receipts, and file the claim.
3. Submit the claim form, providing all necessary information and supporting documents. Our claims team will review your claim, contact you for further information (if required), and communicate the outcome to you.

What Happens Next and Other Things to Note

Our travel insurance policies can cover a range of potential incidents. You can choose from various options to suit your needs. Our potential benefits include but are not limited to:

• On filing deadlines - File your claim, including all supporting documents, as soon as reasonably possible. We will aim to provide an outcome within 10 business days. If we need more information, we’ll contact you within 10 business days of receipt of your claim.
• On coverage specifics - Some coverages, like baggage and personal effects, require immediate notification to the airline or police in case of theft. You’ll need documentation from the airline/police anyway, so this should be your first step.
• On Internet access - It’s worth printing out a hard copy of your insurance documents along with contact documents in case you need these details without access to the Internet.
• On settlement - If approved, you’ll receive a cash settlement based on the sum insured, any sub-limits, and/or depreciation, under your policy.

We’re here to help you navigate the claims process. If you have any general inquiries about your claim, don’t hesitate to reach out. Email us at: claims@robinassist.com. One of our team will provide guidance and support in relation to your situation.