The fastest way to lodge a claim is by completing our online claims form and emailing it to readysetclaims@gbtpa.com.au. The form will guide you through the information and supporting documents we need for your claim.

If you have any questions or need support, our claims team is here to help. Call us on +61 2 8123 0493 to speak with a claims support officer, or feel free to reach out via email.

If you’re still overseas and need emergency support, call our 24/7 emergency assistance team right away:

Healix International
Tel: +61 2 4217 5923 (reverse charges accepted)
Email: readysetinsurance@healix.com

Not notifying us prior to arranging treatment is likely to reduce the amount(s) you can claim.

To help process your claim, you’ll need to provide:

• Proof of travel (such as your airline ticket or itinerary)
• Medical reports and invoices (for medical claims)
• Police or transport provider reports (for theft, loss, or damage claims)
• Receipts for lost or damaged items
• Proof of ownership for valuable items
• Written confirmation of any delays, cancellations, or disruption from providers
• Any other documentation we reasonably request

You may be asked to provide additional documents or translations if they’re not in English. We’ll let you know what’s needed.

Once we’ve received everything, we’ll assess your claim within 10 business days. If we need more info, we’ll let you know — and keep you updated with next steps.

You’ll always receive the outcome in writing. If your claim isn’t approved, we’ll explain why.

If your claim is approved, we’ll reimburse you in Australian dollars — typically by direct deposit to your nominated Australian bank account.

A few things to note:

• Currency conversions are based on the date of the expense
• Depreciation may apply to some items (like luggage)
• If a provider (like an airline) only partially reimburses you, we may cover the difference — as long as it’s covered by your policy