Online Claim Lodgement

Making a claim

Submitting your claim online is quick and easy. Please click the Lodge New Claim button to tell us about your claim.

What you need to do

Before making a claim, it is important to have the following information available:

  1. Your travel insurance policy number
  2. Your contact and travel details
  3. Particulars of your claim and any supporting documentation.  For example: copy of any medical, policy or airline reports; the contact details of any treating doctor or hospital you attend; any receipts for payments made.

You will be provided with the opportunity to upload documents using our online system.



Information about travel claims

Online Claim Lodgement

QBE Online Claim Lodgement system enables QBE policyholders to quickly lodge travel claim(s) anytime, anywhere via a fast and efficient electronic service.

Lodging your claim online will give you:

  • easy lodgement anytime from anywhere in the world;
  • prompt acknowledgement of your claim lodgement with a QBE Identification Claim Reference (ICR) number for future reference;
  • the ability to upload documents in support of your claim, which may result in faster outcome.

QBE Claims Service Standards

QBE prides itself on providing excellent customer service by providing a high level of service to all its customers.  Promptness, fairness, efficiency and accuracy are important to us when assessing and determining claims.  Our claims officers are trained and highly skilled in managing travel claims, so you can rest assured your claim is being managed with the expertise you deserve.

The General Insurance Code of Practice

QBE Insurance is a signatory to the General Insurance Code of Practice.

The Code aims to:

  1. promote better, more informed relations between insurers and their customers;
  2. improve consumer confidence in the general insurance industry;
  3. provide better mechanisms for the resolution of complaints and disputes between insurers and their customers; and
  4. commit insurers and the professionals they rely upon to higher standards of customer service.

To obtain a copy of the General Insurance Code of Practice go to www.codeofpractice.com.au.

Our Dispute Resolution Process

If a complaint arises during your dealings with us or our representatives, you should first discuss the matter with the person with whom you have been dealing.  Where your complaint is not resolved to your satisfaction you should request that the matter be dealt with by our Internal Complaints Handling Process.  Our representative can assist you to lodge your complaint or our Customer Service Centre can take the details for you.  You will be provided with a copy of our brochure detailing our complaints handling process.  Your complaint will be handled by a person with authority to resolve the matter.  Your complaint should be dealt with within 15 business days unless we notify you of the reasons why it cannot be dealt with within that time.

  • If the complaint remains unresolved to your satisfaction, you can request that it be reviewed by the Australian Financial Complaints Authority (AFCA):

       Online: www.afca.org.au
       Email: info@afca.org.au
       Phone: 1800 931 678 (free call)
       Mail: Australian Financial Complaints Authority
               GPO Box 3, Melbourne VIC 3001

AFCA resolve certain insurance disputes between consumers and insurers and will provide an independent review at no cost to you.  QBE Insurance is bound by the determination of AFCA but the determination is not binding on you.

A Claim May Be Refused

We may refuse to pay or reduce the amount that we pay you for your claim if you do not comply with the policy conditions, if you do not comply with your Duty of Disclosure or make a misrepresentation, or if you make a fraudulent claim.

Accessing an existing claim

If you previously saved a claim and would now like to complete lodgement or supply further information or documentation, please refer to the email sent to your registered email address for instructions. If you have not received or cannot locate your email, you can email travel.claims@qbe.com, including your ICR or claim number in the subject line of your email. If you require assistance, please contact QBE Travel Claims on (+61) 1300 555 017.

Your privacy is important to us and we thank you for your understanding.
If you require assistance please contact QBE Travel Claims on (+61) 1300 555 017.