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Claims Assistance
How To Obtain A Claim Form
Claims Advice
Claims Process
Claims Eg’s
Customer Care provides a claims service for many of its clients. Our standard protocol dictates that all claim forms for our respective clients are sent to the insured’s home address in Australia. In some circumstances - and at the customer’s request - a claim form can be sent to an alternative address in Australia or overseas.
In addition, a claim form can readily be emailed to a customer or easily downloaded from the client’s website.
For further details or to request a claim form, click here.
A claim form is required to be completed by the insured/s before any claim can be processed.
In all cases, documentation to support any claim must be original and submitted with the claim form.
It is the responsibility of the insured to provide any requested documentation required to have the claim assessed.
Some claims may have an excess attached to them. This amount is usually deducted from the amount payable to the insured. All claims are paid in Australian Dollars.
In the case of Corporate clients, claims are paid directly to the company unless a request to pay the client directly is received in writing.
If you are dissatisfied with any part of the claims service, processing or outcome, Customer Care can provide you with details of your insurer who can in turn advise you of their respective internal and external claims dispute resolution processes.
Customer Care has a significant role to play in the claims process. Its responsibility is to gather the necessary information to enable the claim to be assessed, either when the customer returns home or whilst the customer is overseas.
In many situations, and for a large number of medical assistance cases, it will be necessary for Customer Care’s Registered Nurses to speak with treating doctors both overseas and in Australia to obtain information crucial to the claims assessment process.
In all cases, Customer Care will inform customers, at the time of the initial call, of their client’s procedures and processes relating to claims assessment and will endeavour to advise the customer of the claims outcome at the earliest opportunity.
Customer Care strives to keep all customers informed of the status of their claim and assists through the provision of policy / claiming advice and the completion of the claim form and other relevant documentation.
Age: Country: Incident: Claim Value:
24 U.K Meningitis $211, 073
While travelling in Southern Europe, a previously fit and healthy 24 yr old contracted Meningitis. This customer was subsequently evacuated to England where he spent six weeks in hospital. Costs included Medical, Evacuation and Additional Expenses.
Age: Country: Incident: Claim Value:
25 Canada Car Accident $133,767
A husband and wife were involved in a motor vehicle accident in Canada. The woman suffered multiple injuries and was hospitalised for 38 days before they could return home. Costs included Medical, Repatriation, Accommodation and Travel Expenses, Damage to and loss of Luggage, the Cash in Hospital Benefit and Loss of Income.
Age: Country: Incident: Claim Value:
69 U.S.A Angina/Stroke $725,111
During a six week tour of the United States, a recently retired businessman was rushed to hospital suffering from severe Angina (chest pain) requiring immediate Coronary Artery Bypass Surgery. Five days after the operation the client suffered a Stroke and vital organ failure. The client remained in hospital a further 30 days requiring a period on life support. He was later repatriated with an Intensive Care doctor and nurse. Costs included Medical, Evacuation and Additional Expenses.
Age: Country: Incident: Claim Value:
52 Vietnam Collapsed Toilet $60,000
An Air Ambulance was required to conduct an emergency evacuation of an Australian businessman from Vietnam to Singapore for urgent surgery after a toilet gave way underneath him causing severe lacerations and resulting in potentially terminal infection. After 7 days of recuperation he was repatriated back to Australia. Costs included Medical, Evacuation and Additional Expenses.
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