Travel Insurance Claims Support
If your travel plans have been disrupted, the Go Insurance claims team is here to make the process as clear and straightforward as possible.
Go Insurance manages claims through our own team, giving Australian travellers direct support, practical guidance and clear communication throughout the claims process.
Claims Handled by Go Insurance
When you make a claim, you’re dealing with Go Insurance — not an anonymous offshore claims process.
Need Urgent Help While Travelling?
If you’re travelling and need urgent medical, hospital or emergency travel assistance, contact our Emergency Assistance team as soon as possible.
Go Insurance works with On Call International, a trusted global emergency assistance provider available 24 hours a day, seven days a week — for urgent medical support, hospital admissions, emergency evacuations and other travel emergencies while you’re away.
Emergency assistance is different from making a claim: it provides immediate support during an emergency, while our claims team helps you lodge and assess your claim afterwards. Any costs or claims remain subject to the terms, conditions, limits and exclusions of your policy.
How to Make a Claim
Lodging a claim with Go Insurance is straightforward — just follow these four steps.
Download the Claim Form
Start by downloading and completing the Go Insurance editable claim form.
Check Your Documents
Use the required-documents checklist to prepare the information your claim needs.
Submit Your Claim
Email your completed claim form and supporting documents to the claims team.
We’ll Review Your Claim
We’ll confirm receipt and let you know if we need anything further to assess it.
General Claims Enquiries
For non-urgent claims questions, contact the Go Insurance claims team during business hours.
What to Include With Your Claim
The documents required depend on the type of claim you’re making. Providing the right documents upfront helps avoid delays.
Clear, Practical Claims Support
We understand that making a claim often follows a stressful or unexpected travel experience. Our goal is to make the process as simple and transparent as possible, with clear communication about what we need and what happens next.
By managing claims directly in Australia, Go Insurance can provide practical support and keep travellers informed at every step.
Travel Insurance Claims — Frequently Asked Questions
What Australian travellers most often ask about making a claim with Go Insurance.
How do I make a travel insurance claim with Go Insurance?
Download the Go Insurance claim form, complete it, attach your supporting documents, and email everything to claims@goinsurance.com.au. We’ll confirm receipt and let you know if anything further is needed to assess your claim.
What documents do I need to submit a claim?
You’ll need your completed claim form plus supporting documents — typically receipts or proof of payment, booking confirmations or cancellation notices, and any relevant medical, police, airline or travel-provider reports. The exact documents depend on the type of claim you’re making.
What’s the difference between a claim and emergency assistance?
Emergency assistance provides immediate help during an emergency while you’re travelling — such as urgent medical or hospital support — through our 24/7 provider On Call International. A claim is lodged and assessed after the incident. Use emergency assistance when you need urgent help, and the claims process for reimbursement afterwards.
How do I contact emergency assistance while travelling?
Contact our emergency assistance provider, On Call International, which is available 24 hours a day, seven days a week. You’ll find the current emergency contact numbers on our contact and emergency assistance page.
Who handles Go Insurance claims?
Go Insurance manages claims through its own team in Australia — not an offshore third party — so you deal directly with us, with clear guidance and communication throughout.
How do I check what my policy covers before I claim?
Your Certificate of Insurance and the Product Disclosure Statement set out exactly what’s covered, including limits and exclusions. Read the PDS and check your Certificate before lodging a claim so you know what to expect.
Can I claim for an optional cover I didn’t select?
No. Claims are assessed against the cover shown on your Certificate of Insurance and the PDS, so a benefit or optional cover that wasn’t selected at the time of purchase can’t be claimed. Check your Certificate to confirm what’s included.
How can I avoid delays with my claim?
Provide complete documentation upfront — your completed claim form plus all relevant receipts, confirmations and reports. Missing information is the most common cause of delay, so use the documents checklist before you submit.