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What to do in the event of a claim
1. Please be sure to advise all claims
to us within 30 days of completing your journey.
2. To make your claim known to us as soon as possible, you may use our
on-line claim
form to lodge your claim with us immediately - this will reduce
processing time.
3. You must however follow up by submitting all supporting documentation
for your claim, e.g. medical reports,
police reports, declarations, receipts, valuations or other such
evidence that we may request to assist us in the prompt resolution of your
claim. For example:
For Cancellation charges, Loss of Deposit
Claims
- The original Tickets/Vouchers if a refund is not
obtainable.
- Doctors/Hospitals Certificate specifying exact
nature of condition suffered by Injured/Sick person.
- Letter from Travel Agent verifying total cost of
Journey, value of unused portion of journey, cancellation charges
incurred and the total amount of refund received.
For Emergency Expenses Claims
- Receipts and/or tickets relating to additional
expenses incurred.
- Doctor's/Hospital Certificate specifying exact
nature of condition suffered by injured/Sick person.
- Letter from Travel Agent/ carrier verifying
reason for additional expenses and/or any refund applicable.
For Collision damage and Theft Waiver
- The rental Agreement.
- Company in respect of the excess or deductible.
- Documentation evidencing payment of excess or deductible.
- The vehicle
repair invoice.
4. In respect of medical claims you should
submit claims to your private health provider prior to lodgement with
ACE.
5. All losses under luggage and travel
documents must be reported to local authorities within 24 hours and
written acknowledgment should be obtained.
6. 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.
7. For liability claims do not make any
admission or offer. Request that the claim against you be put in writing.
8. For assistance on all travel matters whilst
travelling overseas call the ACE 24 hour Assistance line collect on +(64)
9 359 1616.
Please return to the
previous page to access our claim
forms download area. |
