If you wish to make a claim, please
download the claim form
and submit it to ACE.
How to Claim:
Download and fill in the attached claim form then send it off
to ACE Insurance by either:
- Email - travel.claims@ace-ina.com
- Fax - (02) 9231 3697
-
Post - ACE Claims Accident & Health,
GPO Box 4065, Sydney, NSW 2000.
If you require any further information,
please call 1800 027 240
What to do in the event of a claim:
-
Advise all claims to us within
30 days after completion of journey.
-
You must submit all supporting documentation, eg medical
reports, police reports, declarations, receipts, valuations
or other such evidence we may request to assist us in
the prompt resolution of your claim.
-
For liability claims do not make any admission or offer.
Request the claim against you be put in writing.
-
All losses under luggage and travel documents must
be reported to local authorities within 24 hours and
written acknowledgment obtained.
-
In respect of medical claims you should submit claims
to your private health provider prior to lodgment with ACE.
-
Immediately report any luggage loss or damage to the
airline or carrier involved and submit a claim to them.
In some instances they may be responsible for damage
and/or loss.
-
Use the ACE Assistance Line (61 2) 8907 5666 for specific
assistance on all travel emergency matters whilst travelling overseas.
Dispute Resolution
-
If You are not happy with our products, claims settlements or services,
we want to hear from You.
-
We treat Your complaint seriously. We refer it to our
Internal Disputes Resolution Committee.
-
You should normally receive a reply from the Committee within fifteen
(15) working days after Your written request is received. If a decision
cannot be reached within that time, we contact You and inform You when
You can expect a decision to be made.
- We
aim to settle all complaints fairly and quickly. If a dispute
cannot be resolved in Your favour, You will be given
the general reasons for the outcome. If You are unhappy with the outcome of Our
internal review of Your complaint, You may take Your complaint, at no cost to You,
to the Insurance Ombudsman Service run by the Insurance Ombudsman Service Ltd (IOS).
This external dispute resolution panel can make decisions which We are obliged to comply with.
Further information about the IOS is available by contacting them at:
Post:
PO Box 561
Collins Street West
MELBOURNE , VIC 8007
Telephone: 1300 780 808
Facsimile: (03) 9621 2060
Email: ios@insuranceombudsman.com.au
Website: www.insuranceombudsman.com.au
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