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 travelservice@world2cover.com.au
Head Office:
Tokio Marine Management (Australasia) Pty Ltd
Level 3, 1 Chifley Square,
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:
- Register by utilising the email address you used to purchase your policy
- Once registered you will receive an email to guide you to set up your password
- If you have previously registered a claim just login using your email and password
- Once you have logged in, complete your claim details by answering all sections
- 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
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 travelclaims@world2cover.com.au
- 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:
- 0800-800-9117 (toll free) or if mobile access is restricted call 03 6228 5881 (local number in Japan)
- All other overseas destinations:
- +61 2 8055 1683 (reverse charges accepted from the overseas operator)
Complaints
We certainly hope that you will never have to make a complaint but in case you do, you are entitled to do so over the phone or in writing including by email. We will conduct complaints handling in a fair, transparent and timely manner.
Please follow the steps below or more details in our PDS page 22:
Step 1: Speak to Us
- Let us know about your concerns about any aspect of your relationship with us
- Call us on 02 9225 7599 or email us at travelservice@world2cover.com.au
- Help us to help you by providing as much information as possible
- If we cannot resolve your complaint then and there, we will refer your complaint to further investigation
- Within 15 business days, if we have all the relevant information, we will provide you with our decision on your complaint in writing
- If you are satisfied with our decision, your complaint has been resolved
- If the decision does not resolve your complaint to your satisfaction, you can request us to review our decision
Step 2: Our Internal Dispute Resolution Department
- Your complaint is reviewed by an operationally independent dispute resolution function
- We will keep you informed about the progress of our review at least every 10 business days
- Within 15 business days, if the reviewer has all the information they need, you will be advised of our final decision
- If you are satisfied with the final decision, your complaint has been resolved
- If the final decision does not resolve your complaint to your satisfaction, you are entitled to lodge a complaint to the independent external dispute resolution scheme.
Step 3: Seek an external review of our decision
- If:
- we are unable to provide you with a final decision within 45 calendar days,
- your problem is not resolved,
- you disagree with our decision,
- You can appeal to the external dispute resolution scheme.
- We will advise you how to do this and provide all relevant assistance.
- The Australian Financial Complaints Authority Is an independent industry dispute resolution scheme.
- A decision made by the scheme is binding on us provided you agree.
- You do not have to accept any decision that we or the scheme make.
- You always have the option of seeking other solutions.
You can contact the Australian Financial Complaints Authority:
Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
Mail:
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
Media Enquiries
- Phone: 02 9225 7599
- Email: travelservice@world2cover.com.au
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 travelservice@world2cover.com.au
Please see the Product Disclosure Statement for full terms and conditions and exclusions and limits that apply.