How to make a claim

We hope you have had a great holiday! If unfortunately the unexpected has occurred and you need to make a claim, to ensure prompt attention to your claim we recommend the following:

For all TID policies with Allianz purchased before Dec 16th 2011 please follow our old claim instructions.

  • Step 1:Getting your paperwork together

    To settle your claim TID is going to need certain documents and evidence from your travels. The Checklist on page 3 will help you assemble the documents required and help you complete your claim so we suggest you get these together first.

  • Step 2:Download & complete a claim form

    Please download a claim form.

    In order for us to process your claim quickly it's important that you complete all the relevant sections of this form with as much detail as you can.

    5 tips to better claims

    • Make sure your writing is clear
    • Make sure you sign the claims form
    • Make sure you send us all of your supporting documents
    • If in doubt, tell us more not less
    • If posting your claim, take copies of everything and send it recorded delivery

  • Step 3:Send us your claim

    Please check through your form thoroughly.

    Alternatively, mail your documents to:

    Travel Insurance Direct Claims PO Box A975 Sydney NSW 1235 Australia

  • Step 1:Notify Allianz Global Assistance if it's an emergency

    • In New Zealand

      0800 630 116

    • Outside New Zealand

      +61 7 3305 7499

  • Step 2:Download & complete a claim form

    Download a claim form and fill in the relevant sections. If you need help, call Allianz Global Assistance on 0800 630 116 or email us. You should do this within 30 days of your return where possible, otherwise as soon as you can.

  • Step 3:Send us your claim form & documents

    Send your completed claim form with supporting documents by email, fax or post within 30 days of your return. Ensure you keep a copy of all your receipts. The most efficient way to send your claim documents is by email.

    Fax: +61 7 3305 7016

    TID Claims PO Box 162 Toowong Queensland 4066 Australia

Common questions about claims

  • What supporting documents will I need?
    When you submit your claim, you have to provide certain documents for us to be able to assess and settle your claim. For medical claims you will usually need original medical accounts and receipts and English translations of all documents. For loss of personal belongings claims you will usually need a police report, proof of ownership for the items and English translations of all documents. Please note that we do not cover the cost of obtaining any documents such as translations or repair quotes. The claim form will tell you what you need for your particular type of claim.
  • What happens if I don't have original receipts?
    When we receive a personal belongings claim, you have to provide proof of ownership for the lost or stolen items. We understand that you might not be able to produce such receipts for each and every item, but you still have to 'tip the balance' and should be able to provide evidence of ownership where you could be reasonably expected to have such evidence. Typically, we accept photographic evidence, warranty cards, manuals, receipts and bank or credit card statements as proof of ownership. In the end, common sense prevails and you should ask yourself does this conclusively prove that I owned this item?
  • How long will it take to process a claim?
    This often depends on how quickly you can get the required documents to us. Once we receive all the documents a claim is assessed within 10 working days. Please note however that if your claim is due to a major event such as the recent volcanic ash clouds in Europe, it may take up to 15 days for your claim to be assessed. Once a claim is approved, you should receive payment within 5-10 business days.
  • How are claims paid?
    All claims are paid in NZ dollars and the rate of currency exchange used is the rate at the time you incurred the expense When completing the claim form, make sure you include your banking details if you want your payment made via Electronic Funds Transfer (EFT), otherwise a cheque will be sent for the settlement amount.