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 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:

  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 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:
  • All other overseas destinations:

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

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.