Contact Us I World2Cover Australia

Contact Us

World2Cover provide a range of contact options depending on whether you’re travelling, or back home in Australia.

Policies and General Enquiries

Opening Hours:

  • Monday to Friday 8.00am-9.00pm AEST
  • Saturday to Sunday 9.00am-6.00pm AEST

Phone: 02 9225 7599

Email us at [email protected]

Head Office:
Tokio Marine Management (Australasia) Pty Ltd
Level 17, 60 Margaret Street,
Sydney, NSW 2000, Australia

Lodge a Claim Online

The quickest way to lodge a claim with World2Cover is using our online claim lodgement link available 24/7 and follow the steps below:

  1. Register by utilising the email address you used to purchase your policy
  2. Once registered you will receive an email to guide you to set up your password
  3. If you have previously registered a claim just login using your email and password
  4. Once you have logged in, complete your claim details by answering all sections
  5. Once submitted, your claim will be assessed within 10 working days and we will let you know if we require any further information/documentation from you

Register Login

Claims Enquiries

  • Opening Hours:
    • Monday to Friday 8.00am-9.00pm AEST
    • Saturday to Sunday 9.00am-6.00pm AEST
  • Phone: 02 9225 7599
  • Email us at [email protected]
  • Write to us at
    World2Cover Claims
    GPO Box 4616
    Sydney NSW 2001

Emergency Assistance Overseas (24/7)

In case of an emergency overseas, please contact us as soon as possible at:

  • From Japan:
  • All other overseas destinations:

Complaints

You are entitled to make a complaint to Us about any aspect of Your relationship with Us.

We are committed to resolving any complaint or dispute fairly and as quickly as possible. If You are dissatisfied with Our service in any way, please contact Us and We will do Our best to resolve Your concerns as soon as reasonably possible. If We are unable to or if You are still not satisfied, our Customer Complaints Team will review Your complaint and provide You with a response.

When You make a complaint, please provide Us with as much information as possible. You can contact Us to make a complaint, or if You require assistance to lodge a complaint, using the contact details provided below:

If You are not satisfied with Our response to Your complaint, or We have taken more than 30 days to respond to You from the date You first made Your complaint, You may be eligible to escalate the matter to the Australian Financial Complaints Authority (AFCA) if Your matter is within the jurisdiction as set out in their Rules. AFCA is an independent external disputes resolution provider who can assess Your matter free of charge and can issue a binding outcome on Us.

If Your problem is not resolved

If You disagree with Our decision, You can appeal to the Australian Financial Complaints Authority (AFCA). We will advise You how to do this and provide all relevant assistance.

AFCA is an independent industry dispute resolution scheme. The decisions made by AFCA are binding on Us provided You agree. You do not have to accept any decision that We or AFCA makes. You always have the option of seeking other solutions.

You can contact the Australian Financial Complaints Authority:

Online: www.afca.org.au 
Email: [email protected] 
Phone: 1800 931 678 (local call cost)
Mail:
Australian Financial Complaints Authority 
GPO Box 3 
Melbourne VIC 3001 

Media Enquiries

Send Us an Email

For any travel insurance comments or if you want to share your experience with us please send us an email at [email protected]

Please see the Product Disclosure Statement for full terms and conditions and exclusions and limits that apply.