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Travel / Travel insurance / Managing your policy

Managing your travel insurance policy

Here’s how to update your contact details, locate your Certificate of Insurance and make changes to your travel insurance policy, online.

Managing your policy

Your online travel insurance portal.

Log on to your secure Travel Insurance portal where you can easily:

• Download your Certificate of Insurance
• Update your contact info
• Change the details of your trip
• Add or remove names of people travelling with you (only for CBA Travel Insurance)
• Change your cover options
• Cruise cover
• Snow Sports cover
• Motorcycle/ Moped riding cover
• Adventure activities cover
• Vehicle rental cover

If you’ve activated the international travel insurance included with an eligible credit card, please read the  Credit Card Insurances Product Disclosure Statement and Information Booklet

For eligible credit cards, you must spend at least $500 in a single transaction on your prepaid travel costs and activate to ensure you receive any cover, including Overseas Medical cover # . For World Debit Mastercards, you need to activate to receive comprehensive cover. Overseas Medical cover and personal liability insurance is automatically included.​

Please read the Credit Card Insurances Product Disclosure Statement and information booklet (PDF) or World Debit Mastercard insurances Product Disclosure Statement and Information Booklet (PDF) for more information.

If you’ve purchased CBA Travel Insurance, please read the  Combined Product Disclosure Statement and Financial Services Guide

What about cancelling or changing my CBA Travel Insurance  policy?

• You can cancel or change your CBA Travel Insurance policy at any time before you depart on your trip
• If you cancel within the cooling-off period (within 21 days of the date of purchase) Cover-More will give you your money back, provided you have not already made a claim under the travel insurance policy or departed on your journey
• For credit card included insurance the cooling-off period applies only to the upgrade portion of the policy
• Call Cover-More on 1300 467 951 between 8am-5pm Monday-Friday and 9am-4pm Saturdays (Sydney/Melbourne time) within the cooling-off period, to cancel your travel insurance policy. 

Log on to dashboard

How to make a claim

Your travel insurance claim will be managed by Cover-More, our travel insurance provider.

There are two ways to make a claim:

• Make a claim online
• Call Cover-More on  1300 467 951  within Australia or +612 8907 5060 from overseas (call charges may apply)

Here's how to make a claim

In an emergency

Make a local or international call

Within Australia : call Cover-More on  02 8907 5641  (24/7)

Within Australia, to report a lost or stolen CommBank card : call us on  13 2221  (24/7)

From overseas : call Cover-More on  +61 289075641  (24/7)

From overseas, to report a lost or stolen CommBank card : call us on + 61 2 9999 3283  (24/7)

Things you need to know

Insurance is provided by Zurich Australian Insurance Limited, ABN 13 000 296 640, AFS Licence Number 232507 through its agent Cover-More Insurance Services Pty Ltd ABN 95 003 114 145, AFSL 241713 (Cover-More) for Commonwealth Bank of Australia (CBA).

# For eligible credit cards, you will need spend at least $500 in a single transaction on your prepaid travel costs (e.g. the cost of your return overseas travel ticket, prepaid accommodation, cruise, travel or tour) by charging the cost for that trip on your eligible card account before leaving Australia and activate to receive any cover, including Overseas Medical cover. You will also qualify if the $500 worth of prepaid travel costs is redeemed using CommBank Awards points. You will need to provide a copy of the letter/statement/email confirming the redemption.

Terms, conditions, restrictions, exclusions (including for pre-existing medical conditions and persons aged 80 years or over for international travel insurance included with eligible credit cards or aged 74 years or over for CBA Travel Insurance), limits and excesses may apply to all insurances.

Refer to the relevant PDS for more information.

Before activating the international travel insurance included with an eligible credit card, please read the Credit Card Insurances Product Disclosure Statement and Information Booklet  for more information.

If you have activated international travel insurance included in your CommBank credit card on or before 6 February 2024, please refer to the  Credit Card Insurances Product Disclosure Statement and Information Booklet – effective 2 June 2023 .

Before making a decision on CBA Travel Insurance, please read the  Combined Product Disclosure Statement and Financial Services Guide  for more information.

CBA and its related bodies corporate do not issue or guarantee this insurance. It does not represent a deposit with or liability of either CBA or any of its related bodies corporate. We do not provide any advice on this insurance based on any consideration of your objectives, financial situation or needs. If you purchase a CBA Travel Insurance policy, we (CBA) receive a commission which is a percentage of your premium.

Lost Luggage in the UK? How to Claim Compensation Easily

As featured in

Introduction

Have you ever faced the frustration of lost or delayed luggage while travelling? Understanding your rights as a passenger is crucial, and this guide will help you navigate the compensation process with ease. From knowing when to contact your airline to understanding the necessary documents, we cover it all. If you need further assistance, Contend’s highly trained AI legal experts are here to help you resolve your legal concerns. With Contend, you can access the easiest legal help in the UK, ensuring you get the support you need during your travel troubles.

If you’ve ever experienced the frustration of lost or delayed luggage while traveling, you should know that you have rights. Airlines are required to compensate you if your checked luggage is lost, delayed, or damaged. Here’s a simple guide on how to navigate the process.

When to Reach Out to Your Airline

The sooner you act, the better your chances of receiving compensation. Here are the steps you should take:

• Report the Issue Immediately : As soon as you notice your luggage is missing or delayed, contact the airline. This is crucial for your claim.
• Know the Deadlines : Most airlines require you to submit your claim within a specific timeframe—often within 7 days of your flight.

If you have travel or home insurance that covers luggage issues, consider filing a claim through your insurance instead. This might yield a better payout and be less hassle.

What Compensation Can You Expect?

While airlines are obligated to compensate you, the amount may be limited. Typically, you can claim:

• Basic Essentials : If your luggage is delayed, you can get money for necessities like toiletries and clothing.
• Repairs or Replacement : You may receive a portion of the cost to repair or replace your luggage and its contents.

Keep in mind that airlines usually require receipts for any expenses you claim. They often do not cover:

• Full replacement costs for lost or damaged items.
• High-value, fragile, or perishable items in your luggage.
• Compensation for stress or inconvenience caused by luggage issues.
• Claims if the luggage itself was faulty.

Reporting the Problem

To strengthen your claim, report the luggage issue to the airline right away. You can do this by filling out a Property Irregularity Report (PIR) at the airport. If you missed this step, you can still report the problem through the airline’s customer service or website. Make sure to get written confirmation of your report.

Understanding the Deadlines

Airlines typically follow these deadlines for claims:

• Damaged Luggage : Claim within 7 days of receiving your luggage.
• Missing or Damaged Contents : Claim within 7 days of receiving your luggage.
• Delayed or Missing Luggage : Claim within 21 days after your flight.
• Lost Luggage : Officially considered lost after 21 days; claim as soon as possible.

Documents You’ll Need

When making a claim, be prepared with the following documents:

• Boarding pass
• Luggage labels (with barcodes)
• Proof of your report (PIR form or email)
• Receipts for any necessary purchases due to the delay
• Proof of purchase for lost or damaged items
• Photos of any damage to your luggage
• Cost estimates for repairs

How to File a Claim

Contact the airline to find out how to submit your claim. If there’s no specific claim form, you may need to write a letter to their customer service. In your letter, include:

• Flight details (dates, flight number, departure, and destination)
• A description of what happened with your luggage
• The amount you are claiming
• A list of damaged or lost items
• Copies of all relevant documents

Always keep a copy of your claim and documents in case you need to follow up later.

What If You Flew with Multiple Airlines?

If your journey included connecting flights with different airlines, you can claim compensation from any of them. However, it’s usually best to file with the last airline you flew with. If they refuse to handle your claim, you can reach out to the Civil Aviation Authority (CAA) for assistance.

If You’re Unsatisfied with the Airline’s Response

If you’re not getting a satisfactory response from the airline, consider escalating your complaint. You can file a complaint with the CAA using their complaint form . The CAA will only take up your complaint if the airline is not part of an approved alternative dispute resolution (ADR) scheme. You can check if the airline or airport is a member of an ADR scheme on the CAA website .

As a last resort, you can pursue your case in small claims court within two years of the flight. This can be time-consuming and costly, so weigh your options carefully.

Additional Help

If you need more assistance, consider reaching out to Contend’s legal expert chat. Contend’s highly trained AI legal experts will work with you to provide guidance and help you understand and resolve your legal problems. Contend is the Easiest Legal Help in the UK.

If you’re in Northern Ireland, you can also contact Consumerline for advice on how to proceed with your complaint.

Remember, you have rights as a traveler, and knowing how to assert them can make a significant difference in your travel experience.

For more info, check out some of our related articles:

• Mastering Impact Claims: Secure Fair Insurance Settlements in the UK
• UK FlightClaim Guide: Get Compensation for Delays & Cancellations
• Easy Guide to Claiming Your Travel Insurance: Tips for UK Travellers
• UK Flight Delays: Your Rights & How to Claim Compensation
• UK Travel Insurance Claims: Know Your Rights & Get Help

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This material is for general information only and does not constitute tax, legal or any other form of advice. You should not rely on any information contained herein to make (or refrain from making) any decisions. Always obtain independent, professional advice for your own particular situation. Contend Inc is not regulated by the Solicitors Regulation Authority.