How to claim?

Most people will find it more convenient to lodge claims once they have returned home. Routine medical claims of a minor nature should be settled and claimed on your return.

If you have a claim, then direct your query per:

For policy numbers beginning with QD	For all other policy numbers
QBE Travel Claims Department	AIG Claims
PO Box 12090, Melbourne VIC 8006	PO Box 4363, Melbourne VIC 3004
Phone: 1300 791 948	Freecall: 1800 818 476
Fax: 03 8805 2723	Fax: 03 9522 4974
Email: travel.claims@qbe.com	Email: austclaims@aig.com
	Claim online
Download a QBE claim form (92 KB)	Download an AIG claim form (95 KB)

Claims need to be supported by your original policy certificate, original supporting reports and documentation such as police reports, doctor's reports, transport provider’s reports, receipts, valuations or proof of ownership and sent to the address shown above.

An excess will apply in the event of claims under some policy sections.

The Code of Practice

AIG Australia is a signatory to the General Insurance Code of Practice. This aims to raise the standards of practice and service in the insurance industry, and it includes the following:

• When You lodge a claim We will tell You in plain language what information We need and how You should go about making a claim
• We will respond promptly to any request You make for assistance with a claim and it will be considered and assessed promptly

To obtain a copy of the General Insurance Code of Practice go to www.codeofpractice.com.au

If you have a complaint

AIG Australia is committed to handling any complaints about the products or services efficiently and fairly. If you have a complaint:

1. Contact Defence Health and they may raise it with AIG Australia. Or contact AIG Australia directly if they have issued the product directly to you.

2. If your complaint is not satisfactorily resolved, then you may request that your matter be reviewed by management. Write to:

The Compliance Manager
AIG Australia
549 St Kilda Road
Melbourne VIC 3004

3. If you are still unhappy, you may request that the matter be reviewed by AIG Australia’s Internal Dispute Resolution Committee (Committee). They will respond to you with the Committee’s findings within 15 working days.

4. If you are not satisfied with the finding of the Committee, you may take your matter to an independent dispute resolution body, Financial Ombudsman Services (FOS). This external dispute resolution body can make decisions with which AIG Australia is obliged to comply. Contact details for FOS are:

Financial Ombudsman Service
Phone: 1300 780 808 (local call fee applies)
Fax: 03 9613 6399
Email: info@fos.org.au
Internet: www.fos.org.au
Post: GPO Box 3, Melbourne VIC 3001

JM 08/01686