Announcer: Welcome to the online claims portal,
we have created this video to introduce you to the claims process and how to successfully
lodge a claim. Let’s get started. First, you will be required to login with your name,
date of birth, and policy number. Once you are logged in, if you have already lodged
a claim, it will be displayed on the right and you check your claim status any time.
To begin lodging a new claim, select an option from the drop-down menu. If multiple situation
or events have occurred during your policy period, we need you to complete the process
for each situation or event. For example, it might be you incurred a loss due to an illness
at the beginning of your trip and loss something towards the end of your trip. Select all benefits
that apply to your claim, clicking next to move forward will automatically save your
progress each time you complete a screen. Answer a few simple questions about what happened.
For example, in a medical or dental claim, you’ll need to specify the traveller involved.
If more than one traveller was involved in a medical or dental incident, you’ll need
to follow the process for each traveler. At this point, you can click the save and exit
button at any time. This will save the information you have entered and you will have 28 days
to complete your claim. If the claim is for an accompanied child who is covered by the
policy, but not specifically named on the policy, you can click the “add an accompanying
child button” and enter their information in the space provided. Next, you will be asked
to provide the location information including the country of the event, date, and time.
Then, explain what happened in your own words. Please, be as specific and detailed as possible.
The claims checklist on the right will show you how far along you are in the lodgement process.
In the next step, list out your expenses for the claim. You’ll be allowed to enter as
many expenses as required within each benefit category. By clicking the “add another”
button. Next, upload your supporting documentation. We will let you know which specific documents
you need for each expense you have claimed for. If you don’t have everything right
now, don’t worry. You can still submit your claim and come back later to finish. Next,
enter your financial details, don’t worry, we are using industry leading technology to
ensure that your data is kept safe and confidential. If at any point you are not clear on what
a term means, clicking on any of the gray question marks will provide helpful hints
and clarifications. They may also include links to any necessary forms you may need
and please, let us know if you can claim through any other source. Lastly, review and submit
your claim. Confirming your personal information directly in the fields shown or clicking edit
to make changes to any of your claim details. Finally, click “submit claim” to complete
the claims lodgement process and you’re all done. Once submitted, you’ll receive
a confirmation email containing your claim number accompanied by a claim summary. You
can log in and check your claims status any time using your name, date of birth, and policy
number. The claims portal is also available on your smart phone or tablet. Simply navigate
to the claims portal website to lodge a claim, check your status, or upload supporting documentation
on the go. Now, you can get back to planning your next holiday.