Help & Support | Qantas Insurance

Am I required to provide proof of loss or damage (e.g., receipts)?

Allowing us to assess the damage or loss is usually all that’s required to prove it. We may ask you for photos of the damage to your home in instances where we are not appointing an assessor.

What should I do with my flood-affected contents and carpet?

1. Document the damage, 2. Remove water and Mud-damaged contents, 3. Keep a record of items, 4. Purchase new items, 5. Replacement of non-essential items.

How do I complain about the decision to deny my home insurance claim?

If you’re unhappy with any decisions or actions — including a denied claim — you may make a complaint.

What is an excess?

An excess is the amount you may have to pay when you make a claim on your home and/or contents insurance. For example, you have an excess of $700 and your home is damaged in a storm, and the repairs…

What happens in an assessment?

During an assessment, we look over your property or items to determine what the damage was caused by and how much damage there is.

How do I make a home insurance claim?

Making a claim on your Qantas Home Insurance policy is easy.

What happens in an emergency?

If there is an emergency in your home that requires urgent attention, a 'make safe ' can be completed. This is to make sure that any risk to occupants or further damage to the property is removed and the site is secure. In most cases, a ‘make safe’ is a temporary measure and not a final repair.

Does my policy cover a cruise?

Cruises are not automatically covered as part of your Qantas Travel Insurance policy. We define a cruise as traveling as a passenger aboard a commercially registered ocean or sea going cruise ship fo…

Who should I contact if I need help while I’m on my trip?

If you’re on a cruise, and you have added Cruise Cover to your Qantas Travel Insurance policy or are travelling overseas and are experiencing a medical emergency or need medical help (including for a…

What do I do if I get COVID-19 on my trip?

Firstly, seek medical help if required. Keep all records of your COVID-19 diagnosis. Our International Comprehensive and Annual Multi Trip plans include 24/7 Emergency Assistance support. You can con…

What is Specified Items Cover?

Specified Items Cover is an optional extra you can purchase to cover your high value items. In all of our policies, we’ll cover your luggage and personal effects...

Will I be covered for an existing medical condition?

For added peace of mind, our travel insurance automatically covers 40 existing medical conditions, provided they meet certain criteria. If your condition isn't on that list, don't worry, you can stil…

Which adventure activities are covered?

Most amateur sporting and adventure activities are covered at no extra cost on ALL plans. Activities covered include bungee jumping, para-sailing, water skiing, white water rafting, cycling and hot a…

Qantas Travel Insurance Competition 2025

Take out a Qantas Travel Insurance policy by 24 November 2025 for your chance to win. Prizes: 1 x $15,000 Qantas Luxury Holidays Voucher. 5 x $2,000 Qantas Luxury Holidays Vouchers. How to enter: Log…

WIN 1 of 20 x $1,000 bp gift cards

WIN 1 of 20 x $1,000 bp gift cards when you join Qantas Car or Home Insurance by 28 May. How to enter: Step 1 - Get a car or home insurance quote online or over the phone Step 2 - Join and you’ll rec…