If you include all the required information and documents when you submit your claim, we can usually process it within 5 working days. If your claim includes cancellation, submit it as soon as possible after the event.
What can affect how long my claim takes?
Sometimes, claims can take longer to process if:
- the claim is more complex;
- documents or evidence are missing; or
- further information or clarification is needed.
You need to provide the information and documents we need to assess your claim.
Depending on your claim, this might include:
- your Policy Schedule;
- booking confirmation;
- travel receipts;
- medical evidence for medical claims; or
- other supporting documents.
Sending all the required documents with your claim as soon as possible can help prevent delays.
The 5 working days are our usual processing time, but it does not guarantee a claim outcome.
Updated