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What to do in the event of a claim.
- Advise all claims to us within 30 days after completion of Journey.
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You must submit all supporting documentation, e.g. medical reports, police
reports, declarations, receipts, valuations or other such evidence we may
request to assist us in the prompt resolution of Your claim after completion of
Your Journey.
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For liability claims do not make any admission or offer. Request the claim
against You be put in writing.
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All losses under Luggage and Travel Documents must be reported to local
authorities and written acknowledgment obtained.
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In respect of medical claims You should submit claims to Your private health
provider prior to lodgment with ACE.
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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.
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Use the ACE Assistance Line +61 2 8907 5666 for specific assistance on all
travel emergency matters whilst travelling overseas.
Please download the claim form and send to:
ACE Claims Accident & Health
GPO Box 4907
Sydney NSW 2001
For claims assistance, please call 1800 803 548.
Complaints and Dispute Resolution
If You are dissatisfied with Our services or products in any way You can contact Us on 1800 803 548 or +61 2 9335 3200 and We will attempt to resolve the matter in accordance with Our Complaints and Dispute Resolution procedures. To obtain a copy of Our procedures, contact Us on the number above or email
DisputeResolution.AU@acegroup.com.
A dispute can be referred to the Financial Ombudsman Service (FOS)
subject to its terms of reference. It provides a free and independent dispute resolution service for consumers who have general insurance disputes falling within its terms of reference and its contact details are:
The Financial Ombudsman Service
Free call: 1300 78 08 08
Post: GPO Box 3, Melbourne, Victoria 3001
Website: www.fos.org.au
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Financial Services Guide (FSG) |
Readers Digest One Trip Travel Insurance Policy Wording and PDS |
Readers Digest Annual Travel Insurance Policy Wording and PDS |
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