If something occurs on your holiday and you need help using yougo claims forms, our team is here to help you through the process.
We make it easy for you to make a claim when you get home, and we also have a dedicated team on hand 24 hours a day to help you with any emergencies that may arise while you’re away.
You can lodge your travel insurance claim by completing the youGo claims form and sending us any original receipts and supporting documentation to:
C/o Cover-More Claims Department
Private Bag 913
North Sydney NSW 2059
Frequently Asked Questions
- How long do I have to lodge a claim?
Our policy conditions state that "You must advise Us of any claim or occurrence which may give rise to a claim as soon as possible and within 60 days of the return date shown on Your Certificate of Insurance by sending a completed claim form."
If you are about to submit a claim and have exceeded the 60 day time frame please include a covering letter with your claim form explaining why you were unable to submit your claim within this period.
If you are still within the 60 day time frame but believe you may exceed it please contact the youGo claims department on 1300 72 88 22 in order to alert them to the fact. If you believe you may exceed the time frame because you are awaiting documentation relevant to your claim please note you are welcome to submit your claim form in the meantime.
- Is there any more information about what will be covered? What about when a large event happens overseas?
For many large scale events that occur around in the world, we will prepare specific advice which is available on our website. This advice will give you an understanding of the event and exactly what we are covering in relation to it. If we do not have an advice on the specific event you want to know about, please contact our office directly.
- What do I do if the section of the policy I want to claim under isn't on the claim form?
Please complete ‘Section 8 Other Expenses Claimed’ on page 7 of the claim form. You’ll need to provide details of the expense you wish to claim so you might need to include an additional written statement explaining why the claim arose and what the costs are for.
- Can I wait till I return home from overseas/travel before filling a claim?
Yes you can. We would prefer you to send a claim in within 60 days of you completing your journey as it will be easier to gather the information we need to approve your claim.
You can also make a claim while you are travelling. That way you can submit it when all the details are still fresh and you have the necessary information readily available.
- Why does it take so long, I thought my claim would be settled in 10 days?
We aim to respond to all claims within 10 working days, but if we need to request more information from either you or a third party (such as your doctor or travel agent) in order to make a decision on your claim then your claim could be delayed. In these cases, we will respond within 10 working days from the date we receive each document that is sent to us.
In order to reduce any delays, please send in all the documentation mentioned on the claim form for your type of claim. If you cannot provide something, please explain this clearly on your claim form or give our office a call so we can let you know if there is something else you could send instead.
- Why do I have to provide receipts, I was told that photographs and packaging of my items is all I need?
We always ask for receipts in the first instance. This is a policy requirement and provides us with documentary evidence of purchase, in particular details of cost purchase price, date of purchase, description/make/model of items claimed etc. If you do not have the receipts, please write that on your claim form when you send it in. In some cases we may be able to accept other proof like photographs or packaging.
For some expensive items though, we will not always be able to accept photographs or packaging due to the value. In these cases, you should try and obtain a duplicate receipt from the place you bought the item from originally or send in a bank or credit card statement showing the purchase.
- What do I do if I don't have the supporting documentation for my claim on hand?
You can still submit your claim but you will need to include a statement outlining why you are not able to obtain the necessary documents. A Claims Officer will assess your claim and advise if there are any other documents we can accept instead.
- How long should I wait before calling to enquire about the status of my claim?
We will assess your claim within 10 working days of receiving any piece of information, so we may not be able to give you an update until this time.