Need to make a travel insurance claim?
No problem.

If you find yourself in an emergency situation while you’re away – a situation where you need urgent assistance – call CGU’s Emergency Hotline. The hotline is managed by First Assistance, with expertly trained multilingual staff on hand to help you 24/7 (please note you’ll need your policy number).

• Call +61 2 8895 0698 from overseas (reverse charge)
• Call (02) 8895 0698 within Australia (reverse charge)
• Email travelassist@cgu.com.au

The First Assistance team is there to help you with a broad range of emergency assistance and advice, including:

• Emergency travel assistance - to help you source vital travel information and refer you to travel agents for airline and hotel reservations.
• Legal referrals - to help you get in touch with legal advisors, including embassies and consulates.
• Lost luggage or travel documents - to put you in contact with the relevant authorities and help with emergency replacements or recoveries.
• Medical advice - to help you access a doctor, 24 hours a day.
• Medical monitoring - to organise ongoing monitoring of your medical condition by a First Assistance medical officer.
• Medical referral - to provide names and addresses of suitable doctors, hospitals, clinics and dentists when a consultation or minor treatment is required.
• Medical transport - to arrange medical evacuations or repatriation to Australia.
• Message line - to access an emergency message relay service which will pass on messages to relatives or business associates if medical or travel problems disrupt your travel.

Reassuring as our emergency assistance and hotline are, our commitment to you extends beyond your time away from home. We’re here to make claiming on your travel insurance as easy and stress-free as possible, both before and after your trip. Here’s what you have to do:

1. First, contact CGU. CGU will help you lodge your travel insurance claim, 24/7, although it’s important that you make your claim within 30 days of completing or cancelling your journey. Call the CGU claims line on 1800 112 449 or email travelclaims@iag.com.au
2. Then give CGU all the information they need to assess your claim. This includes original medical, dental or Police reports, declarations, receipts, valuations or other evidence of ownership.

For medical or dental expenses, they will need written confirmation of your illness or injury from a qualified member of the medical or dental profession.

For loss or theft of luggage items, they will need a copy of the report you lodged with the Police or the carrier that you reported the theft or loss to, plus evidence of ownership, such as original receipts, photographs (this excludes jewellery and watches) or operating manuals.

For cancellation or rescheduling expenses, they will  need original receipts, tickets or a letter from the travel agent showing any charges to re-arrange or cancel your journey, or a doctor’s certificate or letter from the carrier.

When you make a claim for incident cover, or legal liability, it’s important to remember your responsibilities.
It’s vital that you:

• Take safe and reasonable steps to prevent any further loss, damage or liability occurring
• Report loss, damage or theft of your luggage to the Police, transport provider or any appropriate authority within 24 hours of each incident taking place, obtaining written proof of the report the lost, damaged or stolen items must be listed in the report)
• Give CGU any information or assistance they require to investigate and process your claim, such as Police reports, declarations or evidence of ownership
• Don’t pay or promise to pay for a claim, or admit responsibility for a claim – for CGU to help you properly, you must give them your rights to claim from third parties
• Allow CGU to conduct, defend or settle any legal action and to act in your name – you must not do anything which prevents them from doing this – to do the best job on your behalf, they will need your full co-operation at every stage