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If you wish to make a claim, please follow the steps as outlined below. You should advise all claims to us within 30 days after completion of the journey or as soon as reasonably possible. If at any time you need further assistance, you can contact our Customer Relations Team on 1800 221 921 (Monday to Friday 8.30am - 5.00pm EST).

Step 1 : Download Travel Insurance Report Form (PDF: 51 KB / 8 pages)

Step 2 : Gather all supporting documentation, eg medical reports, police reports, declarations, invoices and receipts, valuations or other such evidence we may request to assist us in the prompt resolution of your claim.

Step 3 : Send your completed claim form and supporting documentation to ACE Insurance Limited by either:

  • Fax - (02) 9231 3697
  • Post - ACE Insurance Limited - Claims Accident & Health, GPO Box 4065, Sydney, NSW 2000.

You can expect to receive a response within 10 days of when we receive your claim form.

What to do in the event of a claim

  • Liability - For liability claims do not make any admission or offer. Request the claim against you be put in writing.
  • Luggage and Travel Documents - Immediately report any luggage loss or damage to the airline or carrier involved and submit a claim to them. In some instances they may be responsible for damage and/or loss. All losses under luggage and travel documents must be reported to local authorities within 24 hours and written acknowledgment obtained.
  • Medical - In respect of medical claims you should submit claims to your private health provider prior to lodgment with ACE.

Dispute Resolution

ACE have developed an internal procedure for dispute resolution. If at any time you have an unresolved complaint about ACE products or services you can use ACE’s internal dispute resolution process, which is at no cost to you. Your query or complaint will then be reviewed and ACE will respond within 15 working days. You can provide details of your complaint or dispute to:

Post:
Internal Dispute Resolution Committee
ACE Insurance Limited
GPO Box 4065
SYDNEY NSW 2001

Telephone: 1800 815 675
Facsimile: (02) 9335-3467
E-mail: dispute.resolution@ace-ina.com

If you are unhappy with the outcome of ACE’s internal review of your complaint, you may take your complaint, at no cost to you, to , to the Financial Ombudsman Service run by Financial Ombudsman Service Ltd. (FOS). This external dispute resolution panel can make decisions which We are obliged to comply with. Further information about the FOS is available by contacting them at:

Post:
Financial Ombudsman Services Limited
GPO Box 3
MELBOURNE VIC 3001  

Telephone: 1300 780 808
Facsimile: (03) 9621 2060
Email: info@fos.org.au
Website: www.fos.org.au