How to claim
The following guide will help you through the process if the unexpected has happened and you need to make a claim.
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The claims process for Westpac Travel Insurance and the Complimentary Overseas Travel Insurance available with some credit cards differs as they are separate policies, issued by different insurers. Contact those third party insurers directly to lodge a claim.

How to claim: Westpac Travel Insurance

To save you time, we’ve made our travel insurance claims process as straightforward as possible. Simply follow the steps below.

1. Go to the Travel Claims website

2. Log in using your Westpac travel insurance policy number, surname and date of birth

3. Download, print and complete the relevant sections of the travel insurance claim form

4. Attach any supporting documentation, such as police reports, valuations, medical reports, etc. The travel insurance claim form will tell you what is required

5. Email, fax or post your completed claim form and supporting documentation to:

6. If you are submitting original documents with your travel insurance claim, please remember to keep copies for your records.

Things you might need to provide

When claiming, you must give the insurer all the information and documentation they may request in order to properly assess any claim. Depending on the type of claim, this may include, but is not limited to, medical evidence, police reports, receipts, invoices, airline, train or bus tickets and luggage tags.

How to claim: Complimentary Overseas Travel Insurance

Lodge a claim online

You can lodge a claim online by logging into the Westpac Online Banking or the Westpac App. Search Complimentary Credit Card Insurance. Once on the Complimentary Credit Card Insurance page select Manage.

Lodge a claim over the phone

Call Allianz Global Assistance on 1800 091 710 (Weekdays 8am-5pm AEST)

For claims where eligibility was met on or before 30 September 2026

Where you have met the eligibility criteria on or before 30 September 2026 you can lodge your claim online , email travelclaims@allianz-assistance.com.au or call Allianz Global Assistance on 1800 091 710

Things you might need to provide

In order for Allianz Global Assistance to confirm your eligibility for complimentary overseas travel insurance, you will need to have copies of relevant documents, including:

  • Your return overseas travel tickets
  • Your eligible credit card statement – simply login to Internet Banking to find and print the required statements
  • Any documentation they require to process your claim including, medical certificates, doctor and police reports, receipts, invoices, airline, train or bus tickets and luggage tags.

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Things you should know

Travel Insurance is issued by AAI Limited ABN 48 005 297 807 trading as Vero Insurance ('Vero Insurance') and arranged by Westpac Banking Corporation ABN 33 007 457 141 (the 'Bank'). Underwriting criteria apply. No Westpac Group company (other than the Bank as policy arranger) has any liability in connection with the policy or this information.

Complimentary International Medical Travel Insurance and Domestic Complimentary Insurance (Complimentary Policy): AWP Australia Pty Ltd ABN 52 097 227 177 AFSL 245631, trading as Allianz Global Assistance (AGA), under a binder from the insurer, Allianz Australia Insurance Limited ABN 15 000 122 850 AFSL 234708 (Allianz), has issued an insurance group policy to Westpac Banking Corporation ABN 33 007 457 141 AFSL and Australian credit licence 233714 (Westpac) which allows eligible persons to claim under it as third party beneficiaries. Access to the benefit of cover under the Complimentary Policy is provided to eligible Westpac cardholders by operation of s48 of the Insurance Contracts Act 1984 (Cth). If an eligible person wishes to claim any of these benefits, they will be bound by the eligibility criteria, terms, conditions, exclusions, limits and applicable sub-limits contained in the Product Disclosure Statements and/or Policy Information Booklet which may be amended from time to time. The Target Market Determination is available at www.allianzpartners.com.au/policies. The insurer is Allianz. Westpac does not guarantee this insurance. This information does not take your personal objectives, circumstances or needs into account. Consider its appropriateness to these factors before acting on it.

On or before 30 September 2026 (where you meet the eligibility criteria on or before that date) the following Policy Information Booklet will apply: Complimentary Insurance Policy Information booklet.

From 1 October 2026 the following policy documents will apply: Policy Information Booklet (regarding the Domestic Travel Insurance and Rental Vehicle Excess Insurance in Australia) and/or Product Disclosure Statements (for the Complimentary International Medical Travel Insurance). The Target Market Determination for the Complimentary International Medical Travel Insurance is available at www.allianzpartners.com.au/policies/.

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