Easy to claim online - anytime

If you need help at any stage of the process, our friendly contact centre team are ready to help you. Phone 1800 196 484, or click here to email them, they are available Monday to Friday, 8.30am to 5pm AEST.

Easy to claim online - anytime

1. Get started & login

Either select ‘Make a Claim’ from the top menu, or click here. You will need to have the details for the main policy holder ready, along with the policy number to start. Your policy number can be found on your Certificate of Insurance.  If you have misplaced this, please click to email us with your full name and date of birth and we can email you another copy.

Please note that to submit a claim, you must have access to an Australian bank account number as any payment will be made direct to that account. 

2. Submit your claim

Once you have logged in, just follow the prompts and complete the information required. Please save your details regularly by selecting either the ‘Next Section’ or ‘Claim Details’ buttons. If you don’t have all of your receipts or details with you, you can close the browser window, then log back in to complete your claim later.

Once you have included all of the items or expenses you wish to claim for, go to the Claims Details screen and select ‘Submit Claim’. We recommend you take a note of the number of your claim, which will be displayed on the next screen.

3. Send us your supporting documentation

You should receive email notification within 24 hours advising you that your claim has been received. You will need to sign the attached Privacy Authorisation sheet, and send all of your supporting documentation to SCTI at the address provided in the email. Instructions for which documents we require for the different types of claims will be included with your email. They may include receipts, invoices, valuations, police reports and copies of travel documents. In most cases we will need you to submit the original documents, so we recommend you take copies of everything before you send them to us.

What happens next?

We will send you an email to advise once we have received your supporting documentation, and update you with the current turnaround time. This will give you a good indication of when you can expect to hear from your claims assessor with a decision (if we have everything we need), or if they need any further information  to process your claim.

If your claim is accepted, we will email you with the details of any payments made. Please allow up to 3 business days for the payment to appear in your account. If we have paid a provider on your behalf, we will forward you the details of that payment instead.

If your claim is not accepted for any reason, please click here for information on how to appeal a claims decision

TravelCare is issued by Southern Cross Benefits Limited ABN 99 133 401 939, AFS License 331058 trading as Southern Cross Travel Insurance ®. SCTI is a member of the Australian Financial Complaints Authority (AFCA). AFCA has replaced the Financial Ombudsman Service (FOS), the Credit and Investments Ombudsman (CIO) and Superannuation Complaints Tribunal (SCT) schemes, so that consumers have access to a single External Dispute Resolution (EDR) scheme. AFCA provides fair and independent financial services complaint resolution that is free to consumers.

As an Australian financial services licensee (AFSL), SCTI is authorised to deal in, and provide, general advice on travel insurance products. As we are unaware of your specific needs, financial objectives, and circumstances, we highly recommend you take time to read the Combined FSG and PDS before buying this product, to ensure that our travel insurance product is right for you.

Our Combined FSG and PDS (including but not limited to the benefits, terms, conditions and exclusions) and premiums quoted are subject to change.

Copyright © 2019 Southern Cross Benefits Limited