Travel claims

How to file a claim for

The things you need to know before you make a claim

Check your claim is eligible

It’s always a good idea to first check that your policy covers your claim. The quickest and easiest way to do this is via FWD eServices, our customer app. Or feel free to give us a call on 2603 9435

Send us your claim within 31 days

Please submit your claim within 31 days of the event you’re claiming for.

Points to note

  • Please do not dispose of any damaged item(s) before we’ve had a chance to look at your claim and advise you what to do. We may need it as part of the claim process.
  • It’s important that you do not enter into any third-party correspondence or admit any third-party liability without first discussing with us.
  • Try to record the particulars of any injured party and the nature of any loss or injury. If you have suffered injury or loss, please report the case to the police immediately, and obtain a reference number.
  • Please provide travel records for you / your family (and any insured pet) if you wish to claim for overseas cover.

We offer a range of ways to make a claim

You can fill out a form and send it back - or take a look at our other options below.

Claim through FWD eServices
Claim through FWD eServices
Claim online
Claim online


  • Police report / statement from the local police regarding the lost item (please let the local police where the luggage was lost)
  • Receipt of the lost / damaged item (if this doesn’t exist, we will estimate its market value)
  • Repair / replacement quotation and / or receipt
  • Colour photo(s) - if you have them - showing the lost / damaged item(s). For example, any personal belongings.
  • Confirmation from authorised repairer if a damaged item is irreparable.
  • Any loss / damage report from hotel or airline.


  • Travel itinerary / boarding pass / passport showing the actual travel period
By mail
By mail

Thanks for completing the claims process.

If you’ve claimed via our FWD eServices app, you can easily track the progress of your claim within the app. Otherwise, we’ll keep you informed by email.

If you’ve bought your plan via an agent, you’ll receive this notification from your agent, according to how they normally communicate with you.

If we need additional information from you, we will let you know – either by post or via your agent if applicable.

Your questions answered


When will you pay me?


How will you pay me?


After I've made a claim, how long should I keep my original documents?

Frequently asked questions

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