What to do if your luggage is stolen
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As featured in:
1. Report it
No matter where your luggage was lost or stolen, you’ll need to report it.
If you’re luggage has been lost or stolen on public transport ( eg plane, cruise, bus or train)
- Report the incident to them and ask for a Property Irregularity Report (PIR).
- Keep any relevant ticket, luggage check and other documentation to give to us.
- Find out how they will compensate you and get this in writing.
If your luggage has been lost or stolen from your accommodation
Report it to them and ask them to provide written confirmation of the loss or theft and any compensation they’ll offer.
If your luggage has been lost or stolen on a tour or at a public venue ( eg airport, museum, sports stadium)
Report it to tour operator, venue management or security and ask them to provide written confirmation of the loss or theft and any compensation they’ll offer.
2. Report it to the police
For stolen items, you’ll need to report the theft to the police within 24 hours of it taking place, and get a written police report.
You’ll also need a police report for lost items, unless the loss was by a third party (such as an airline).
3. Track and block your phone or tablet
If your mobile phone or tablet is lost or stolen:
- Try calling your phone to see what happens — you never know, someone might answer!
- Apple users — try using the Find My iPhone service
- Call your mobile phone provider as soon as possible and ask them to block your service, and ask for written confirmation that they’ve done this.
4. Keep your receipts
You’ll need to keep all your receipts, along with your itineraries and booking and cancellation confirmations for any affected travel arrangements for when you claim. If you don’t do this, we may reduce or reject your claim.
5.Need to know more?
Our suggestions should help you when things go wrong and you want to make a claim. All travel insurance plans are different and cover will vary, depending what's happened, your Country of Residence, the plan you choose and any options or upgrades you buy. Your Policy Document will always have the full terms, conditions and exclusions that apply.
This is only a summary of coverage and does not include the full terms, conditions, limitations and exclusions of the policy. You should read your Policy Document in full so you understand what is and isn’t covered. That way there won’t be any surprises if you need to use it. If you have any questions, please get in touch.
Travel Insurance Benefits: how we can take care of you
Trip Cancellation
Protect your trip from unexpected cancellation.
- Explorer Plan: Unlimited
- Standard Plan: $5,000
Trip Protection
- Unexpectedly hospitalised?
- Travel buddy unfit to travel?
- Close relative suddenly dies?
We’ve got your back.
Emergency Medical Overseas
Take the pain out of medical costs.
- Explorer Plan: Unlimited
- Standard Plan: $5,000,000
Emergency Medical Insurance
- Need meds quick?
- Accidentally injured?
- Suddenly sick?
We’ve got your back.
Emergency Medical Transport
We'll get you to hospital in a flash
- Explorer Plan: Unlimited
- Standard Plan: $500,000
Evacuation and Repatriation
- Banged up abroad?
- Need a hospital urgently?
- Medivac home?
Help starts here.
Protect your gear
Cover your stolen or damaged gear and tech.
- Explorer Plan: $10,000
- Standard Plan: $2,000
Protect your gear
- Passport or tech stolen?
- Airline lost your gear?
- Bags delayed?
Help starts here.
- Overseas Medical Expenses
- Emergency dental treatment
- 24 hour assistance
- Emergency medical transport & repatriation
- Cancellation costs
- Trip interruption costs
- Compassionate emergency visit home
- Resumption of trip
- Theft or accidental damage to baggage and personal items
- Baggage delay over 12 hours
- Funeral expenses overseas or repatriation of remains
- Personal liability
24/7 emergency assistance
If you need medical assistance or emergency medical evacuation our team is available 24 hours a day, 7 days a week, 365 days a year before and during your trip.
Are you in need of emergency assistance right now?
From New Zealand & Overseas:
+61 2 8263 0470 or
+61 2 8292 1470
(reverse charges via an operator from anywhere in the world)
Within Australia (Free call): 1800 611 210
Before your trip, check the latest government advice for any travel alerts for your destination.