The first thing to do when your luggage doesn't turn up on the carousel is to find an airline representative or the lost baggage desk and request a lost baggage report (also known as a Property Irregularity Report).
You must get a lost luggage report if you plan to make a claim, and this document normally carries the contact details so that you can check the progress of your luggage being found. Once your luggage has been lost or delayed in excess of 10 hours, you may be able to claim for the cost of any essential articles such as clothing and toiletries.
Remember to keep your receipts for all purchases as you will need to provide these when you lodge a claim.
You can make a claim online via your My Insurance Portal account.