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ABF Travel Insurance Claims

*Please note there is a $200 excess applicable per claim, per person.*

Proclaim will assess and manage your claim in line with the ABF Travel insurance policy wording. All new claim documents need to be sent to Proclaim by email or post.

The claim form is available here.

Please include a separate page with more information if the relevant section does not provide sufficient space.

*Not all sections of the claim form will apply to your claim, please only complete the sections relevant to your claim.*

Common claim types required documents:

Loss or theft of an item

  • Proof of ownership or purchase (eg copy of purchase receipt, photo of the item’s manual and/or packaging, phot of your item) as Proclaim will need to see the brand/model/specification details of the original item, in order to assess whether the replacement quote your provide is an equivalent replacement.
  • Copy of valuation certificate (if relevant).
  • Replacement quote/s on a “like for like” basis – this can be a formal quote, or an online screen shot with the website’s details.
  • If the item was stolen, please provide a copy of the police report (Proclaim will arrange translation if required).
  • Please provide details/evidence that you have tried to mitigate your loss by contacting the hotel/airline etc where you may have lost the item, to see if they have subsequently found it.

Please note the policy does not cover replacement of the item with an upgraded item, as upgrades are not covered under the policy. Proclaim will need to base their assessment on a replacement quote for an equivalent item to the original – however if Proclaim accepts your claim, you are welcome to use the settlement payment (net of Excess) to purchase an upgraded item if you wish.

Cancellation due to illness or injury

  • Copy of cancellation advice from your various travel providers confirming your travel arrangements have been cancelled and advising if you are receiving any refunds due to the cancellation.
  • Copy of any refunds received.
  • Medical Certificate or doctors letter stating your diagnosis, when this condition first occurred, and confirming you are unfit to travel due to this condition.
  • Proof of payment you have made, for which you are now claiming (if this information is not included in the cancellation advice)

Medical costs overseas or onboard a cruise ship

Please note that any costs for medical treatment incurred within Australia are not covered by the ABF  Travel insurance policy, and you should claim these from Medicare and/or your private health insurance policy (as applicable).

  • Copies of the overseas (or cruise ship’s) medical invoices.
  • Proof of payments you have made for which you are claiming.
  • The overseas’ (or cruise ship’s) treating doctor’s written confirmation as to your diagnosis.
  • If you contacted Global 24 Assist while overseas, please note this in your claim form and include Global 24 Assist’s Case/Reference number.

Missed Ports

Note – Nil Excess Applies for Missed Port Claims 

  • Witten confirmation from the cruise company confirming the reason and the missed port.
  • Limited to $500 per person.

Rental Vehicle Insurance Excess

Please note this cover does not take the place of rental vehicle insurance and only provides cover in respect of damage to the hire vehicle for which you are legally liable up to the applicable limit.

  • Copy of the rental vehicle agreement.
  • Copy of the rental vehicle’s invoice showing how much you were charged for the excess or damage.
  • Copy of your bank statement (with relevant amount highlighted) if the rental vehicle company subsequently paid you any refund.

If you need to lodge a claim and you’d like to discuss this with us, please contact us to see what information you may need to provide.

Please send your completed claim form and supporting documents to Proclaim for lodgement.  Their contact details are as follows:

Email:   AHClaims@proclaim.com.au

By Post:
Chase Underwriting – ABF Travel Claims
PO Box 348
South Melbourne  VIC  3205

We strongly recommend you keep a copy of documents posted to Proclaim in case they become lost in post.

Claim Timeline

  • If you email your claim documents to proclaim, you will receive an automatic acknowledgement email from Proclaim shortly after.
  • You should subsequently receive a second email from Proclaim within 1-2 working days, advising your claim number and providing the contact details for the assigned proclaim claims handler.
  • Please allow up to 15 working days for the assigned claims handler to email you regarding their assessment of your claim or to request additional information.
  • During busy holiday periods Proclaim may receive a large volume of claims which may delay their response by a few days. If you do not hear from proclaim after 20 working days, please contact TBIB and we will look to assist. We appreciate your patience and will assist you where possible.
  • We also recommend checking your junk/spam folder regularly for Proclaim’ s emails – particularly if you have a Gmail account.
  • Note – Please allow up to 10 working days for proclaim to receive your posted claim documents, scan them into their system and and email you their claim number.

Claims Progress Updates

  • If Proclaim requires additional information to assess your claim, they will contact you by email.
  • To check on the progress of your claim, please contact your assigned proclaim claims handler directly, by email or phone.
  • Please include your claim number in the subject line of your email.
  • You can contact Proclaim on (03) 8866 0784 to find out who your assigned claims handler is, and to speak with them.
  • Proclaim are the best placed to give you an update, as they hold the latest information regarding your claim.

Claims Queries 

  • If you have any queries about you claim after it has been lodged with proclaim please contact your assigned claims handler directly and quote your claim number.
  • If you have any queries about a claim before it is lodged please contact TBIB at 07 3252 5254.

If you are in an emergency:

  • As soon as possible contact Global24 on +61 (0) 2 9312 5168 and quote the policy number that is on your certificate of insurance;
  • If your luggage, passport, wallet or is lost or stolen:
    • Immediately (within 24 HOURS of the loss) report the loss or theft to the nearest police station and obtain a written police report.
    • If necessary, replace the lost or stolen article/s with a similar item and keep the receipt of purchase.
    • The claim must be reported within 31 days after the expiry of the trip during which the claim occurred.

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