If your bags or luggage items are stolen, you need to report the theft to the relevant authority (e.g. police, hotel, airline). While we understand that this can be a challenge in a country where you don't speak the language and payment may even be required, it is important you try to obtain as much documentation as possible at the time of the incident. You will need this evidence in order for your claim to be considered and it can be difficult to obtain some documents once you return to Australia.
Next, you'll need to submit a claim online via My Insurance Portal for your stolen goods along with all relevant documentation. If your claim is approved, we will, after allowing for wear, tear and depreciation, choose to pay or reimburse the cost of replacing your item or pay you its depreciated value.
Claims can take up to 10 working days to process once we have all the relevant documentation. Please refer to the PDS for the full policy terms, conditions, limitations and exclusions that may apply.