Claims | Jetstar Australia Travel Insurance

If something has gone wrong on your trip and you need to make a claim, you must register your claim with us within 30 days after completion of your trip. To make the claims process as quick as possible, there are a number of things we will need you to provide:

• Original invoices, receipts and other vouchers relating to your loss or expenses. It is up to you to provide proof of ownership of any lost, stolen or damaged items and we are not obliged to make payment without proof of ownership.
• Your Certificate of Insurance.
• Any supporting information we may require.

Lodging your claim is easy, click here to lodge your claim online. Alternative, please click here to download a claim form. 

For any enquiries in relation to entitlement to claim under your policy, contact:
Australia: 1800 257 504
Outside Australia: +61 3 9522 4597
8am - 6pm AEST, Monday to Friday.

How we will handle your complaint

We strive to provide an efficient, honest, fair and transparent standard of service at all times. We recognise that occasionally mistakes or misunderstandings can happen. If this is the case, we realise that you will want to let us know and may wish to make a complaint.

If you make a complaint we will make sure that your concerns are addressed as quickly as possible.

What should you do if you have a complaint?

You can register a complaint by telephoning us on 1800 339 669, lodging your complaint on our website, or by writing to:

The Complaints Team
AIG Australia Limited
Level 13, 717 Bourke Street
Docklands VIC 3008

Email: aucomplaints@aig.com

As soon as we receive your complaint we will take all possible steps to resolve it. You will receive a written response to your complaint within 15 working days, unless we agree a longer timeframe with you.

What should you do if you are not happy with our response to your complaint?

If you are not satisfied with our response to your complaint, you can request for your matter to be considered by AIG’s Internal Dispute Resolution Committee (Committee). If you wish to have your complaint reviewed by the Committee, please telephone or write to the complaints team as per the details above. As part of your request, please include detailed reasons for requesting the review and the outcome you are seeking.

If you are not satisfied with the finding of the Committee, or if we have been unable to resolve your complaint within 30 calendar days, you may be able to lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers. AFCA can make decisions with which AIG is obliged to comply. Its contact details are:

Australian Financial Complaints Authority (AFCA)
GPO Box 3
Melbourne VIC 3001

Website: www.afca.org.au
Email: info@afca.com.au
Telephone: 1800 931 678 (free call)

You should note that use of the AFCA scheme does not preclude you from subsequently exercising any legal rights, which you may have if you are still unhappy with the outcome. Before doing so however, we strongly recommend that you obtain independent legal advice.

If your complaint does not fall within AFCA's rules, we will advise you to seek independent legal advice or give you information about any other external dispute resolution options (if any) that may be available to you.

Please be aware that, effective from 1 November 2018, AFCA replaced the former Financial Ombudsman Service (FOS). If you have any questions regarding this change, please contact AFCA on 1800 931 678. If you have a Product Disclosure Statement or other document that refers to FOS, please take into account this change when reviewing the relevant section referring to FOS.