scti travel insurance claim

Quick Links

• Cancel Policy

Make a claim

We always hope your trip goes smoothly, but if things went wrong and you need to submit a claim, it's easy to do so.

You'll find all the information to make your travel insurance claim below, including our step-by-step guide to making your claim, what happens next and frequently asked questions.

The easiest way to lodge a claim is through our online portal, My SCTI. If you haven't already, register today  to get started. Make sure you have your policy number, bank account number and supporting documents ready to upload with your claim details.

Make a claim in My SCTI

To track the status of an existing claim or upload supporting documents you’ll need to log into My SCTI .

Is this an emergency? We're here to help with 24/7 Emergency assistance .

How to make a claim in My SCTI:

For more detail on how to make a claim in My SCTI, take a look at our  My SCTI FAQS .

How to make a claim on our website:

Main policyholder details, examples of things you may need.

• Medical documents
• Police reports
• Bank account number

What happens next?

We know you’ll be waiting to hear from us about the outcome of your claim, so we’ve outlined below what you can expect.

• Once you have submitted your claim you will receive a confirmation email from us with your claim number, to let you know that we’ve received your claim. 
• Our admin team will review your claim to ensure we’ve got everything we need from you. If further documentation or information is required we will contact you via email to request these. 
• Your claim is then placed in the queue to be assigned to an assessor.  Claims are assigned to assessors in chronological order (oldest to newest). 

Allocated 

• When your claim has been assigned  to an assessor they will email you to confirm your claim has been assigned. They will review the details of your claim and your supporting documents. If they have any questions or require anything further, we will contact you via phone or email.
• Should we require any additional information from an external party, you may experience a slight delay. Your assessor will keep you updated throughout this process.
• Once we have made a decision about your claim, we’ll always confirm the decision in writing, but your assessor may call you to discuss first.
• If your claim is accepted, please allow up to 3 business days for the payment to appear in your account. If we have paid a provider on your behalf, we will forward you the details of that payment instead.

Waiting on an update on your claim?

You can keep an eye on the status of your submitted claim, by clicking on 'My Claims' once you are logged in to your  My SCTI  account. This gives our claims assessors more time to assess claims, rather than handling calls and queries relating to anticipated timelines.

Be sure to check your email, including any junk, spam or promotional folders to ensure email requests or updates have not been missed.

Any missing documents can significantly delay the processing of your claim so it’s important to make sure you have included all the supporting documents required. You can find examples of what we require in our  list of documents , and if you haven’t already, add these supporting documents in our secure portal,  My SCTI . Conveniently you can also view your policy, make any additional claims and update your details. If you haven’t already, register now to get started. You can find our  FAQs here  if you get stuck. Or if you’d prefer, you can email your documents to us at [email protected] .

Frequently asked questions

• United States
• United Kingdom

Southern Cross Travel Insurance

Our verdict: generous benefit limits, no restrictive age limits and free cover for kids all make scti an attractive option..

In this guide

Get a quote from Southern Cross Travel Insurance

Summary of southern cross's international comprehensive policy, how does southern cross travel insurance cover covid-19, what policies does southern cross offer, here's a breakdown of southern cross travel insurance features, standard features, optional add-on, how to make a southern cross travel insurance claim, here's the bottom line about southern cross travel insurance, frequently asked questions.

Destinations

• Southern Cross Travel Insurance have won the 2023 Finder Award across a few categories.
• SCTI's cover limit of $25,000 for theft or damage to your luggage and personal items is one of the highest we've seen.
• SCTI has an age limit of 118 – a welcome option for senior travellers .
• Its personal liability cover of up to $1,000,000 could meet the needs of most, but competitors such as Fast Cover and Medibank offer 5 times as much.

We update our data regularly, but information can change between updates. Confirm details with the provider you're interested in before making a decision.

Learn how we maintain accuracy on our site.

Table updated December 2023

We have a winner!

Southern Cross Travel Insurance won the 2023 comprehensive award because it goes further than the majority of insurers. It scored highly for COVID benefits, cancellation fees, luggage damage cover and more. It's also taken the top place for the seniors category.

Best Travel Insurance - Value finalist

In addition to being the comprehensive winner, SCTI is also our value runner-up. That's because it's one of the most competitively priced policies on the market. Only 2 policies (Fast Cover and Medibank) came out as cheaper when we gathered quotes for dozens of destinations.

Southern Cross Travel Insurance is one of only a few insurers we've found that offer some cover for COVID-related claims. 3 key benefits are as follows:

• Medical expenses if you are diagnosed while on your journey (overseas policies only).
• Pre-trip cancellation and amendment costs to change your travel arrangements if you or a relevant person are diagnosed prior to your travel.
• On-trip cancellation and amendment costs if you or a relevant person are diagnosed during your trip and it's interrupted or cut short.

There are some scenarios that are not covered and you should review the Southern Cross Travel Insurance product disclosure statement (PDS) before making a decision on whether this cover meets your needs. A major exclusion to be aware of is that you must be fully vaccinated to be covered for COVID-19 expenses.

Other COVID-19 exclusions include:

• Travel to a destination that Smartraveller has rated a "Level 3" or "Level 4".
• Costs related to lockdowns or government restrictions.
• Costs related to any pause to quarantine-free travel.
• Repatriation to Australia.

If Southern Cross's COVID-19 cover isn't quite hitting the mark, we've compared all the providers that offer cover for COVID-19 here .

In total, Southern Cross offers 5 travel insurance policies. These are: Domestic, International Medical Only, International Comprehensive (Single Trip),International Comprehensive (Annual Multi-trip) and Working overseas. Here are some of the main insured events a policy can cover you for:

International Medical Only

International Comprehensive Single Trip

International Comprehensive Annual Multi-trip

Working Overseas

The insurance is issued by Southern Cross Benefits Limited, trading as Southern Cross Travel Insurance.

The cooling-off period is 14 days which means you can change your policy or cancel within this period, and Southern Cross will refund your premium in full. The excess is the amount you usually need to pay when you make a claim, but with Southern Cross, you can choose to remove your excess for a higher premium.

Here are some of the main policy benefits to help you find out if Southern Cross Travel Insurance can provide the right cover for you.

• Baggage and personal items
• Cancelling or changing your journey before you leave
• Cash, bank cards, travel documents and passports
• Changes to your journey once you have left
• Delayed journey to a special event
• Emergency dental treatment
• Medical and evacuation
• Personal accident
• Personal liability
• Rental vehicle excess

For more flexibility, Southern Cross Travel Insurance gives you the option to add extra cover to your policy. This can be done after you select your level of cover.

• Taking any valuables? If the value of any items you're taking exceeds the limits of your policy, you can opt for specified items cover .
• Going skiing or snowboarding? Get additional cover to be protected for gear damage or the medical expenses incurred if you injure yourself on the slopes . You'll need to wear a helmet or you might void your policy.
• Taking a cruise? If you're taking a cruise, select additional cover to protect yourself. You'll need to make sure you've included all the destinations your cruise is visiting on your policy.
• Riding a moped or motorbike? Get additional cover to protect yourself and your bike in case the unexpected happens . SCTI will only cover incidents involving bikes under 200cc.

Like all insurers, there are a few situations you won't be covered for under your travel insurance policy. Southern Cross Travel Insurance will not generally provide any cover in the following situations:

• If your claim arises due to a pre-existing condition that is not covered by your policy
• If your claim arises due to a sexually transmitted infection (excluding covered conditions relating to HIV)
• Pregnancy after the 24th week
• If your claim arises because of being under the influence of alcohol , solvents or any other illegal drug
• If your claim relates to most elective or cosmetic procedures
• If you participate in any professional or contact sport , motorsport, hunting, abseiling or paragliding

Other exclusions which could apply to a COVID-19 claim include:

• Medical evacuation because of COVID-19
• Travel to a destination that Smartraveller has rated a "Level 3" or "Level 4" due to COVID-19
• Costs related to lockdowns or government restrictions owing to COVID-19

Make sure you read Southern Cross Travel Insurance's PDS for a full list of situations that won't be covered.

Making a claim with Southern Cross Travel Insurance is easy and the whole process can be done online. Remember to keep any supporting documents such as receipts, medical notes or police reports to help your claim go through smoothly.

• Head to https://www.scti.com.au/claims/make-a-claim
• Enter your policy number, email, full name and date of birth to log in
• Complete your claim details by answering all sections
• Upload any supporting documents relevant to your claim
• Submit, then your claim should be processed within 10 business days

Southern Cross offers 4 straightforward policies with enough customisation and flexibility to suit most travellers. You'll find generous limits for theft or damage to your belongings, dependent children up to the age of 21 covered for free and the ability to extend your cover if you decide to stay overseas longer. All features that you don't find every day with other insurers.

Where Southern Cross Travel Insurance falls short is with certain exclusions in its policies. There is no cover for cruises that stay in Australian waters or pregnancy after 24 weeks. While Southern Cross does have COVID-19 cover, it comes with more restrictions than other insurers, including the need to be fully vaccinated.

If you're still not sure about Southern Cross, you can compare other travel insurance companies here .

Is there an age limit on its policies?

The age limit for Southern Cross Travel Insurance's policy is 118.

I have a pre-existing medical condition – is it covered by Southern Cross Travel Insurance?

SCTI's PDS does not list automatically included pre-existing conditions. It's best to declare everything at the time of policy purchase and fill out a medical assessment, so SCTI is aware of your medical conditions.

If your condition isn't automatically included, SCTI can use the medical assessment to consider your cover and any applicable premium costs.

Are kids free on this policy?

Yes, Southern Cross Travel Insurance covers kids for free but they must be "dependent children". This means they need to be under 21 years old at the start date of your policy. Children include your direct kids, can be stepchildren, foster children and even grandchildren.

Gary Ross Hunter

Gary Ross Hunter is an editor at Finder, specialising in insurance. He’s been writing about life, travel, home, car, pet and health insurance for over 6 years and regularly appears as an insurance expert in publications including The Sydney Morning Herald, The Guardian and news.com.au. Gary holds a Kaplan Tier 2 General Advice General Insurance certification which meets the requirements of ASIC Regulatory Guide 146 (RG146).

More guides on Finder

Check out our coupon codes for Southern Cross Travel Insurance.

Ask a Question

Click here to cancel reply.

You are about to post a question on finder.com.au:

• Do not enter personal information (eg. surname, phone number, bank details) as your question will be made public
• finder.com.au is a financial comparison and information service, not a bank or product provider
• We cannot provide you with personal advice or recommendations
• Your answer might already be waiting – check previous questions below to see if yours has already been asked

37 Responses

You may be covered for trip cancellations if you need to cancel due to sickness, so long as you took out cover before you became sick. It’s likely that you will need to provide evidence that you’re unfit to travel from a doctor.

I’d suggest contacting the insurer directly.

Thanks, Gary

i am considering the medical only international insurance cover but i have not been vaccinated against covid 19. can i still buy this policy

Thanks for your message. While I can’t see anything in Southern Cross’ Eligibility criteria that specifically mentions the need to be vaccinated against COVID, it’s best to reach out to the insurer directly to confirm this.

Yes you should still inform them of your pre-existing condition.

Kind regards, Gary

bought a policy no 13086815 . have recieved no email.

This is a Finder review page about Southern Cross Travel insurance. We are not directly affiliated with Southern Cross, so you’ll need to contact them directly about your policy.

Hope this helps!

Would like to know how much for a cover from 28 March 2023 to 31 March 2023 for a cruise from brisbane to whitsuncays and return.

im 75 and have mild asthma.

To compare your options for travel insurance, pop your dates and travel details into this form: https://www.finder.com.au/travel-insurance

You can think click on the policy that is the most suitable and follow the links to purchase.

How likely would you be to recommend finder to a friend or colleague?

Our goal is to create the best possible product, and your thoughts, ideas and suggestions play a major role in helping us identify opportunities to improve.

Important information about this website

Advertiser disclosure.

finder.com.au is one of Australia's leading comparison websites. We are committed to our readers and stands by our editorial principles

We try to take an open and transparent approach and provide a broad-based comparison service. However, you should be aware that while we are an independently owned service, our comparison service does not include all providers or all products available in the market.

Some product issuers may provide products or offer services through multiple brands, associated companies or different labeling arrangements. This can make it difficult for consumers to compare alternatives or identify the companies behind the products. However, we aim to provide information to enable consumers to understand these issues.

How we make money

We make money by featuring products on our site. Compensation received from the providers featured on our site can influence which products we write about as well as where and how products appear on our page, but the order or placement of these products does not influence our assessment or opinions of them, nor is it an endorsement or recommendation for them.

Products marked as 'Top Pick', 'Promoted' or 'Advertisement' are prominently displayed either as a result of a commercial advertising arrangement or to highlight a particular product, provider or feature. Finder may receive remuneration from the Provider if you click on the related link, purchase or enquire about the product. Finder's decision to show a 'promoted' product is neither a recommendation that the product is appropriate for you nor an indication that the product is the best in its category. We encourage you to use the tools and information we provide to compare your options.

Where our site links to particular products or displays 'Go to site' buttons, we may receive a commission, referral fee or payment when you click on those buttons or apply for a product. You can learn more about how we make money .

Sorting and Ranking Products

When products are grouped in a table or list, the order in which they are initially sorted may be influenced by a range of factors including price, fees and discounts; commercial partnerships; product features; and brand popularity. We provide tools so you can sort and filter these lists to highlight features that matter to you.

Terms of Service and Privacy Policy

Please read our website terms of use and privacy policy for more information about our services and our approach to privacy.

•   " id="mainPhoneNumber">  
• Annual Travel Insurance
• Cruise Travel Insurance
• Family Travel Insurance
• Seniors Travel Insurance
• Ski Travel Insurance
• Budget Direct
• Fast Cover Travel Insurance
• Insure4Less
• InsureandGo
• Simply Travel Insurance
• Ski-Insurance
• Travel Insurance Saver
• Travel Insuranz
• Wise Traveller
• Zoom Travel Insurance
• See more companies...
• Travel Insurance Tips
• Covid-19 Help
• Read Reviews
• Write a Review

Need Quotes?

Use our travel insurance comparision to help you save time, worry & loads of money!

Please Note - If you are cruising around Australia you need to select Pacific. With Regions, variances can apply for Bali, Indonesia, Japan and Middle East. You are not required to enter stop-over countries if your stop-over is less than 48 hours.

If you don’t know where you’re traveling to within the next 12 months, choose Worldwide to ensure you’re covered no matter where you go. If you’re travelling to multiple countries choose the region that you are visiting that is furthest away (excluding stopovers less than 48 hours). In most cases you will be covered for the closer regions as well. For example, if you choose Europe, you will also be covered in the Middle East, Asia and Pacific.

Worldwide means anywhere in the world

Americas means USA, Canada, South America, Latin America, Hawaii and the Caribbean

Europe means all European countries, including UK

Middle East refers to the area from Syria to Yemen; Egypt to Iran

Asia generally means Asia and the Indian subcontinent. For some insurers this excludes Japan*

Pacific means the South West Pacific, Australia and Indonesia/Bali*. Select Pacific for domestic cruises in New Zealand waters

New Zealand means domestic travel within New Zealand only

*Note: Variances apply for Bali, Indonesia, Japan and Middle East. Check that your destination is covered once directed to your chosen insurer’s site.

Southern Cross Travel Insurance Reviews

Southern Cross Travel Insurance (SCTI) has been providing cover for international travellers for over 35 years. You can choose from two types of policies – a Single Trip or an Annual Multi-Trip. Policies are available to those of any age. They also offer 24/7 emergency assistance, no matter where you’re in the world. SCTI is underwritten by Southern Cross Benefits Limited trading as Southern Cross Travel Insurance.

Customer Experience

Claims experience, value for money.

TRAVEL INSURANCE - GREAT EXPERIENCE

Have used them in 2019 and 2022 and although have not had to make any claims, was delayed in 2022 due...  Read more

Have used them in 2019 and 2022 and although have not had to make any claims, was delayed in 2022 due to airlines, and SCTI were very helpful extending my insurance period without having to start over as others I was travelling with had to. Their prices are a great deal cheaper than at least 3 of the other "most popular" insurers. I went with them on recommendation from friends who used them and had to claim and said they were terrific. Wouldnt insure with anyone else for my travel.

0 comment on this review

Your comment text is too long. Max is 700 characters including linebreaks.

Horrible experience. Impossible to contact

This company is impossible to contact. Their website sold me 'junk' worldwide cover which I l...  Read more

This company is impossible to contact. Their website sold me 'junk' worldwide cover which I later found out excludes where I am travelling to. Trying to contact them to cancel and it is impossible. Don't reply to emails and phone line says 'unavailable'. Seems like a scam company. Avoid!

COVID as excuse to reject claims

I had to change flights within Australia due to Emirates temporarily suspending operations at some ma...  Read more

I had to change flights within Australia due to Emirates temporarily suspending operations at some major airports in Australia, for "operational reasons" as per Emirates announcement. My claim for the additional cost of changing the flights was rejected by labelling Emirates’ decision as COVID-related. Well then currently anything and everything is COVID-related. This was an unexpected event as Emirates continued to operate throughout 2020. Please be mindful of this when buying a policy with SCTI. How convenient for a travel insurer nowadays to change policies and find excuses to reject claims. I would have expected a more sensible resolution of the matter.

1 comment on this review

Avoid this company

I had purchased my insurance last year for a trip to South Korea in June. I rang up on March 6 to tr...  Read more

I had purchased my insurance last year for a trip to South Korea in June. I rang up on March 6 to try and clarify how coronavirus impacts my travel insurance [I had originally asked this in late January but received no answer...]. I suggested to the call centre person that because coronavirus was an unexpected event I may be able to cancel my trip. I was advised that because the WHO had declared it a pandemic that I was not covered. SCTI took this decision as I was on the phone....I suggested that there was no actual information to indicate that on the WHO site No news organisations had reported this at this stage either... I was told that a link would be emailed to me that showed it being mentioned in a press conference - this did not happen. There was nothing on the SCTI website that said the WHO had declared it a pandemic. Appalling and questionable practices - will never use this company again.

Leave you stranded

If the WHO declare Corona Virus as a pandemic it will have no cover, even if I have had insurance in ...  Read more

If the WHO declare Corona Virus as a pandemic it will have no cover, even if I have had insurance in place for the past 6 months. Trip is later this month. Very poor - never use again. Hour wait for customer service

I had an accident in Cambodia of all places. Brocken leg and Ankle. They tried to even move me to a m...  Read more

I had an accident in Cambodia of all places. Brocken leg and Ankle. They tried to even move me to a more expensive hospital. I should had listened to them. Got a botched repair done. S C T I tried there best and covered all bills. Great service. Still using them 3 years on from that incident , because I know they pay out.

Excellent help & quick settlement of claim

Due to unexpected injury I had to cancel overseas holiday with only 3 weeks notice. I experienced exc...  Read more

Due to unexpected injury I had to cancel overseas holiday with only 3 weeks notice. I experienced excellent help, follow up and quick settlement. I had read all terms and conditions prior to purchase and provided all information, supporting documentation, doctors letters and so on as required. Any refunds due I had collected e.g. airline costs and hotel refunds where available. My family have used them several times. Based upon personal experience I certainly recommend them.

Helped during difficult time

While we were on Holidays in India, My FIL (who was in India)passed away the day we had to travel, so...  Read more

While we were on Holidays in India, My FIL (who was in India)passed away the day we had to travel, so we could not travel. The greedy travel agent was charging us $250 + Fare difference, The new tickets were costing us less. So we purchased new tickets to come back to Melbourne. SCTI approved our claim in less than a week's time.

They promise everything but do not pay for claims

The policy is excellent value. I have used SCTI for over 10 years and had excellent service. Great p...  Read more

The policy is excellent value. I have used SCTI for over 10 years and had excellent service. Great policies, great product, great value. Unfortunately this year when I really needed them they failed me. I made a claim for an ACL tear. They made a representation on the phone that surgery would be covered. Then whilst I was trying to get an answer from them they immediately went back on their promise, and told me I had 24 hours to get on a plane and be evacuated. This was despite the fact that this was not an emergency situation, I was on crutches, I could not pack in time or even locate my passport due to the injury. I also had a doctor's certificate to say that I could not fly for 6 weeks. They were extremely harrassing and stressful in a time that was already distressing and disturbing. Being injured overseas is extremely difficult. I even made complaints just simply requesting more time to sort out things and seek opinions about surgery and whether I could fly. SCTI were not flexible at all and simply said they would cut off my cover if I did not do what they wanted despite the fact that I was concerned about injuring myself further with preparing to leave so soon. I was not even given the option to manage my injury conservatively and continue my trip. I had expected better from SCTI and will never be using them again. I have received much better treatment, service and policies from other travel insurance companies.

3 comments on this review

Paid up when another insurance would not

These guys paid for our accomodation in Sihanoukville when our flight delayed 4 hours meaning we miss...  Read more

These guys paid for our accomodation in Sihanoukville when our flight delayed 4 hours meaning we missed the last ferry over to Koh Rong. I had insured the particular flight ( as well as comprehensive SCTI)and they chose not to cough up.. Within 2 weeks of making a claim money in bank. Thanks SCTI.

Worst company ever

If you want to waste your money go with SCTI. Great suck in cheap prices but wont pay for any claims....  Read more

If you want to waste your money go with SCTI. Great suck in cheap prices but wont pay for any claims.

2 comments on this review

Terrible company, do not use!

This company say a lot but don’t follow through. That have made my holiday very stressful because no ...  Read more

This company say a lot but don’t follow through. That have made my holiday very stressful because no two employees say the same thing and no one wants to help when you have a claim

How many people can I include in my policy?

You can purchase a policy online to include up to two adults and nine children.

Am I covered if I go on a cruise?

Yes, our policy automatically covers you if you’re a fare paying passenger aboard a cruise ship. You can also purchase a TravelCare policy if the cruise is travelling around Australia as part of your international itinerary. For example, the cruise ship departs Auckland and travels around the North Island of New Zealand, then on to Australia, cruising around the coast. However, if your cruise ship is only travelling through Australian waters, you’re not eligible to purchase a TravelCare policy, as it covers international travel only.

Am I covered for skiing and snowboarding?

You have the option to select ‘Skiing and snowboarding cover’ during the application process. If you have selected this option, paid an extra premium, and have skiing and snowboarding cover confirmed on your Certificate of Insurance, then you will have cover (as long as you follow the terms and conditions in the policy).

Can I pay to reduce or cancel my excess?

Yes, you can choose to have a $0, $100 or $250 excess on your policy. The excess you select will be confirmed on your Certificate of Insurance.

What additional extras are there?

You can personalise your policy with options to: • Increase your luggage cover, up to $10,000 for any single item (with a maximum limit of $15,000 per journey) • Increase cover for cancellations or changes to your journey before you leave • Add specified personal items valued above $1,500 • Add ‘moped and motorbike cover’ • Add ‘skiing and snowboarding cover’

Am I covered if my tour company collapses?

No, SCTI doesn’t provide protection from insolvency.

I’m not an Australian resident- can I buy cover?

Yes, you can buy cover if you’re: • An Australian citizen or permanent resident • A New Zealand citizen or permanent resident • On a visa/permit which allows you to access all publicly funded health and disability services in Australia and is valid until after your end date of insurance

What size moped or motorbike am I covered to ride overseas?

You have the option to select ‘Moped and motorbike cover’ during the application process. If you have selected this option, paid an extra premium, and have moped and motorbike cover confirmed on your Certificate of Insurance, then you’ll be covered if you’re riding a bike of up to 200cc (as long as you follow the other terms and conditions in the policy).

How long is their single trip cover for?

A single trip policy can cover journeys that are up to 12 months in duration.

Can I extend my policy from overseas?

If you have a Single Trip policy, you can extend your policy by contacting SCTI directly. No extension will be granted once your 'End Date of insurance' has passed. If you have an Annual Multi-Trip policy, you’ll need to purchase a brand new policy as SCTI don’t currently offer extensions.

Do they cover for my rental vehicle excess?

Yes, for up to $5,000. You’re only insured for a standard model motor vehicle or motor home (designed to carry no more than eight people, including the driver). The vehicle must be rented from a licensed motor vehicle rental agency.

Who underwrites them?

Southern Cross Benefits Limited trading as Southern Cross Travel Insurance.

Where are they based?

Our travel insurance comparision helps you, save time, worry and loads of money.

Stay up to date with our latest news, deals and special offers.

Your privacy is important to us.

Comparetravelinsurance.com.au is Australia’s leading comparison site solely focused on travel insurance.

Our comparison is a free service that allows users to compare quotes in a few simple steps based on limited personal criteria. Comparisons supplied are not a recommendation or opinion about the suitability of a policy for a user. Comparisons are default ranked according to price and users have the ability to sort by popular cover levels. Whilst we compare a vast range of policies, we do not compare all providers in the market. This site compares the following brands: 1Cover, AllClear, Budget Direct, Downunder, Fast Cover Travel Insurance, Insure4Less, InsureandGo, iTrek, Simply Travel Insurance, Ski-Insurance, Travel Insurance Saver, Travel Insuranz, Wise Traveller, Zoom Travel Insurance . The directors and shareholders are common with companies i-Trek Pty Ltd, Zoom Travel Insurance and 1Cover Pty Ltd including it’s subsidiary brand Ski-insurance. CoverDirect takes all reasonable care when preparing this information but does not warrant its accuracy. Pricing information is supplied by the providers who participate on this site and should be verified with the insurer before you purchase. This site links users to the website of the provider to verify quotes and access the relevant PDS to understand what is, and is not, covered by a policy prior to purchase.

CoverDirect Pty Ltd owns and operates this website under AFS Licence 383590.  Located at Level 12, 338 Pitt Street, Sydney, NSW 2000 Australia.

For further information view our FSG and Terms of Use . Contact us by calling 1300 659 411.

Loading Quotes...

Please login or register to continue. It'll only take a minute.

Login with Facebook

Login with Google

• There was an error logging in, please try again.

Enter your email and password

• There was an error on your registration, please try again.

Don't you have an account?

Just checking you are a human

SCTI reveals its most expensive claims of 2023

The travel insurer has paid out on claims such as unexpected illnesses and accidents on holidays.

Southern Cross Travel Insurance (SCTI) has revealed 10 of its most expensive international travel claims made by Australian travellers in 2023.

The list from the Australian travel insurer includes everything from unexpected illnesses to accidents while exploring on holiday and even an unlucky slip when getting out of the hot tub.

At the top of the list is a claim for $187,604, which was paid to the family of a 14-year-old boy who fractured his shoulder while getting out of an outdoor hot tub and had to have emergency surgery while on holiday in the US.

The next most expensive claim at $155,000 was paid to a 71-year-old man who suffered complications relating to a heart condition while on holiday in Germany. While recovering from his heart condition he injured his leg, which became infected, and he ended up having to have surgery. SCTI paid $155,000 in medical expenses.

SCTI CEO Jo McCauley said: “The types of claims we’re seeing aren’t dramatic events or far-fetched situations, they’re just the usual mishaps that can happen to any of us, which is why it’s so important to make sure you’re covered for the unexpected by taking out travel insurance.”

Ten of SCTI’s most expensive international travel insurance claims paid:

• A 14-year-old fractured his shoulder after falling out of an outdoor hot tub while on holiday with his family in the US – claim paid: $187,604
• A 71-year-old had to claim after suffering a heart condition and complications while on holiday in Germany – claim paid: $155,000
• A 94-year-old had to return early from Fiji via air ambulance after fracturing a hip when falling – claim paid: $147,148
• A 69-year-old had to cut their holiday short and return early from Indonesia when they suffered complications related to brain cancer – claim paid: $140,148
• A 62-year-old suffered fluid on the lungs related to pneumonia and had to return from Indonesia via air ambulance – claim paid: $102,060
• A 60-year-old sustained a serious wrist fracture and had to undergo surgery while on holiday in the US – claim paid: $87,000
• A 48-year-old had to seek emergency treatment for gastroenteritis and septicaemia while on holiday in Vietnam – claim paid: $86,500
• An 86-year-old suffered a blocked bile duct while on holiday in Greece – claim paid: $84,000
• A 91-year-old suffered a broken hip while on holiday in Vietnam – claim paid: $81,000
• A 36-year-old suffered a broken sacrum after a surfing accident in Mexico. He needed an internal air ambulance to a better facility in Mexico and, once he was fit enough to return to Australia, he had to travel back on a business class flight – claim paid: $79,500.

“If you have an accident or fall sick overseas, the last thing you want to worry about is mounting medical bills or impending travel costs to get back home,” said McCauley. “It’s not worth taking the risk and the consequences can be severe, especially when you look at the cost of some of the larger claims on this list.”

Southern Cross Travel Insurance   Reviews

In the Travel Insurance Company category

Visit this website

Company activity See all

Write a review

Reviews 4.3.

Most relevant

great service and pricing for what was…

great service and pricing for what was required. Have used this company before. Kept up to date on dates when going and when returning.

Date of experience : 09 April 2024

Prompt Convenient Service

Company made it easy to arrange coverage on their website, even when existing medical conditions are in place, plus good coverage for car hire excess. Prompt action in supplying travel insurance certificate. Note: for this particular journey we didn't need to actually make a claim.

Date of experience : 02 April 2024

Would be good if you offered a sports…

Would be good if you offered a sports cover for sports people competing overseas.

Date of experience : 08 April 2024

Reply from Southern Cross Travel Insurance

Hi there. We appreciate you taking the time to give us feedback around sports cover. Please give our Sales and Service team a call about this or flick them an email at [email protected] and they may be able to assist you with this. All the best - Maddie@SCTI.

There when we needed them.

Were fantastic in telling us what we needed to do when our flight home was cancelled. This was on a Sunday that we contacted them, really helpful lady on the end of the phone and didn't have to wait long to talk to her.

Date of experience : 05 April 2024

Thankfully southern cross travel…

Thankfully southern cross travel insurance is always flexible and caters to needs of people from all over the world. We have always used southern cross.

Date of experience : 01 April 2024

Hi there. Thank you for your review. We are pleased to hear you always use SCTI. We hope you had a good trip! Take care - Maddie@SCTI.

Thanks SCTI

Thanks SCTI, excellent service on claims when our flight delay meant a loss of room in Sydney and a night at Auckland airport.

Date of experience : 12 February 2024

Peace of mind

Peace of mind that one has support on the occasions something goes wrong when away from home

Quite simply as a SC existing client

Quite simply as a SC existing client, I was extremely upset that you loaded my insurance at an extremely high cost on top of the overseas insurance levied. I would have thought that SC are carrying this risk every day that I remain a client, to charge me the amount that you charged for literally 3 weeks of cover over and above my normal premiums was in my opinion unacceptable.

Date of experience : 31 March 2024

Hi there. Thank you for your review. We believe that you are referring to your Southern Cross Health premium and the cost of your Southern Cross travel insurance. Your Southern Cross health insurance only provides cover within New Zealand. Your Southern Cross travel insurance policy provides cover for your declared medical conditions while travelling overseas, including medical evacuation if required. Although we are both part of the Southern Cross group, these are separate businesses. All the best - Maddie@SCTI.

The insurance was easy to apply for…

The insurance was easy to apply for online and the coverage comprehensive. We didn’t need to claim so unable to comment on that process. One thing that would be good would be a discount for repeat customers within a certain timeframe.

Always used Southern Cross travel…

Always used Southern Cross travel insurance as it is easy to buy online and good price. I have never had to claim but it's just peace of mind.

Date of experience : 06 April 2024

I didn't need to use my holiday…

I didn't need to use my holiday insurance but because of my age and health It made sense to have it. I must admit I found it terribly expensive but so were all the other places i got quotes from. I would not go overseas without insurance.

Date of experience : 20 March 2024

Hi Sheila. Thank you for your review. Your policy price has many variables which contributes to the overall cost such as your duration, age, excess, pre-existing medical conditions, etc. We are pleased to hear there was no need for a claim on your holiday and hope you had a good trip. Take care - Maddie@SCTI.

Travel Insurance

I book my Travel Insurance online which I find very easy to do. Also their prices are very competitive so for that reason I have always booked with Southern Cross.

Peace of mind throughout travel

It was reassuring to have the travel insurance cover in case of unforeseen eventualities on my trip such as acute illness, flight disruptions, theft or missing luggage.

Easy and no fuss

Easy and no fuss. Thankfully I did not need to make a claim on this trip. In the past, I have used Southern Cross travel insurance for an overseas trip and ended up needing to claim on it. The process was also straightforward and simple that time.

Easy to sort quotes for travel…

Easy to sort quotes for travel insurance, quick to arrange. Didn't meet to lodge a claim but we have had to lodge claims with SC Health insurance and were impressed with how easy they were to deal with, so would not anticipate any issues.

Date of experience : 24 March 2024

Best travel insurance deal you can get

It was easy to sign up online and insurance was activated straightway after the payment. The insurance premium was affordable as compared to other competitors.

Peace of Mind Cruising.

Being nearly 80 I was tempted to avoid the cost & travel without Travel Insurance. I’d had some health issues in 2023 so decided to take protection for my own peace of mind & for family & friends if something major happened to me. I travelled in perfect health, and kept my belongings from going overboard. Though I didn’t need to make any claims, I’m still pleased I had the peace of mind that cover with Southern Cross Travel gives.

Date of experience : 18 March 2024

I always use SCTI when I travel…

I always use SCTI when I travel overseas. I believe they provide good cover.

Always read the fine print.

Always read the fine print. If you missed your flight because you have to attend to your aging parents or relative over 85 be warned.

Date of experience : 21 March 2024

Southern cross travel insura

Nothing specifically went wrong. Being a Southern cross member, I did not think the loading for my medical condition would be as ridiculous nceas it was because my medical history would be known to Southern cross already

Date of experience : 16 March 2024

Hi Schalk. Thank you for your review. We appreciate that often this can take some extra time and although we are a part of the wider Southern Cross group, we are a separate business, so we do not share private information. We hope you had a good holiday! All the best - Maddie@SCTI.

Quick Links

• Cancel Policy
• Make a claim

How to File a Travel Insurance Claim

W hen it comes to travel, there are generally two types of people: people who cannot travel as it is too expensive and those who budget $4,000 per year for vacations, according to Forbes. Travel is costly, so people often purchase travel insurance to safeguard their financial investment from unforeseen events like illnesses, luggage delays, personal emergencies, and more.

When policyholders pay honest money for an insurance policy to offer protection, they want to be able to reap the benefits of the travel insurance claim. If your travel insurance company has denied payment, our tips on how to properly file a travel insurance claim may be helpful.

Why Buy Travelers Insurance?

Travel is generally less stressful with vacation insurance — it is packaged as a wise investment that can protect you against financial losses due to unexpected events. For instance, the U.S. State Department highly recommends international travel trip insurance as Medicare and Medicaid often do not cover overseas medical costs.

The travel insurance premium is relatively small compared to the non-refundable trip costs you could lose in a bad situation. It is particularly worth it if your trip involves non-refundable costs, international travel, or travel to a remote area with limited healthcare facilities or regions prone to natural disasters.

Some of the primary reasons people buy trip insurance are to help offset:

• Emergency medical services and treatment
• Cancellations due to a sudden illness or serious health condition
• Emergency evacuation
• Loss of a friend or family member
• Compromised destinations
• Delayed or lost luggage
• Trip interruption or cancellation

What Is Not Covered By Travel Insurance?

The best insurance policies cover basic and common travel risks and bundle different coverage types related to trip cancellation, medical issues, luggage or trip delays, and more. Travel insurance is not meant to cover all foreseeable events, and every policy will address exclusions differently. Examples of potential limitations are:

• Tropical storms, hurricanes, and other dangerous weather conditions
• Certain medical issues
• Acts of war
• High-risk behavior involving drugs, unlawful acts, or riots
• Government-imposed restrictions

Travel insurance claims submitted without proper documentation or cancellation for reasons not covered by your travel policy are surefire ways to prevent coverage and reimbursement. This is why it is helpful to understand travel insurance coverage properly and take appropriate actions before assuming foul play.

Can You Cancel Travel Insurance and Get a Refund?

Most travel insurance carriers allow refunds, depending on when a policy is canceled and if there is a money-back guarantee. Most insurers ask that the policy be revoked during the review period outlined in the contract terms to qualify for a complete travel insurance refund. If the review period has passed, then policyholders might be eligible for a partial refund or not qualify for one at all.

What To Do if a Travel Insurance Claim Is Denied

If your travel insurance claim submitted for medical reasons, delays, cancellations, or any other reason was denied by your insurer, then remember that you have options. Both denials and rejections may happen for valid as well as unethical reasons. An insurance claim denial is not the end of the road; you can dig deeper to figure out whether you can still be reimbursed under your insurance.

Travel insurance claims are routinely denied when policyholders make common mistakes in their claim forms, or they mistakenly assume their policy covers their specific situation. Good faith denials happen when policyholders do not fill out their travel insurance claim form correctly, do not submit the right documents, or do not include info like contact details for follow-up questions.

In some cases, travel insurance companies may wrongly deny claims and stall the claims process. For instance, they might fail to investigate the claim or conduct proper due diligence. In such scenarios, it is advisable that policyholders adjust and resubmit their insurance claim, appeal the denial, or pursue legal action if insurers continue to illegally hold their payout.

How To Appeal a Travel Insurance Claim: 4 Steps

The travel insurance claim appeal process allows policyholders to ask the insurer to reconsider its decision. When appealing their travel insurance claim, policyholders must:

• Carefully Review the Denial Letter: Review the specific reasons for the denial to determine your next steps. Cross-check the reasons stated with your policy documents, additional emails, and other papers.
• Review Your Policy: Review the terms of your travel insurance policy and pay attention to disclaimers, damage limits, filing time limits, and submission requirements.
• Reach Out for Assistance: After carefully reviewing your policy, if you find the denial letter and policy terms do not line up, contact an insurance legal expert with experience in handling travel insurance claims for help.
• Gather Documentation and Keep Careful Records: Maintain communication records with your insurer, copies of denial letters, and other documentation regarding your claim.

How To Write a Travel Insurance Claim Letter

Sometimes, travelers have to file a trip insurance claim when their vacation does not go according to the plan. A travel insurance claim letter is a formal piece of communication between you and your insurance agency. Its purpose is to ask for reimbursement for covered damages or losses under the travel insurance policy. Therefore, it is important to craft a professional and detailed claim letter to increase your chances of a favorable resolution.

A claim letter should include the following information:

• Introduce Yourself. Include all relevant information of the person appealing (such as the policy number and contact information).
• Address the Denial. Summarize the date you received the letter and why the denial was made. Do not leave out any important details.
• Point Out the Error. Explain why you do not agree with the claims denial, based on your policy and pertinent information.
• Attach Extra Documents. Include all other documents supporting your trip insurance claim, such as photos, additional correspondence, transcripts of phone calls, etc.

How Long Does It Take To Get Reimbursed From Insurance?

Travel insurance companies generally process most claims within a few weeks. Sometimes, the insurance claims process office might have follow-up questions, thereby increasing the time you can expect to hear back. However, if you feel that your insurance claim is taking months to resolve without a proper reason, you should speak to an experienced insurance dispute lawyer. While every situation is different, policyholders should always keep careful and consistent notes as it will help them take informed legal action if necessary.

Travel Insurance Claims Advice on Documentation

You must be thorough with your documentation to enhance your chance of successful recovery. When you file a trip claim, your insurer will more likely refund travel insurance when you include the following information in your claim submission:

• Lost Luggage: Make a list of what was lost, along with the details and cost of each lost item.
• Job Loss: Request that your previous employer send you a notarized letter on company letterhead in the case of a trip cancellation due to job loss.
• Medical Emergency: Include detailed medical records in your claim if a health emergency kept you from traveling.
• Canceled/Delayed Flight: If you could not attend your trip because the flight was canceled or delayed, provide proof such as an email that relays the reasons (mechanical issues, weather, etc.).
• Receipts for Delayed Flights: You might want to keep receipts for necessary expenses incurred due to delays, like hotel stays, transportation costs, meals, and personal necessities.
• Police Reports: These reports can help substantiate claims made for stolen items or car troubles.
• Other Reports: You may include tickets for unused flights or excursions in your insurance claim.

Has a Formal Complaint Been Filed Against the Travel Supplier?

Formal complaints against travel suppliers are helpful in legal cases dealing with similar situations. The Van Rossem v. Penney Travel Service (April 15, 1985) case exemplifies travel insurance gone wrong.

In this case, a newlywed couple arranged a honeymoon trip with travel agent Penney Travel. The agent used a wholesaler, Lotus Tours, to book the reservation without the couple's knowledge. Lotus Tours abruptly went bankrupt before booking the client's reservation with SANDLES, which remained unpaid. When the case came before the court, the judge noted that "an agent who makes the contract in his own name for an undisclosed principal is liable as a principal." Here, the defendant had failed to disclose the identity of Lotus Tours, and so, it was responsible as the principal. The couple had paid $2,059 in advance. The judge awarded them reimbursement of $1,312, plus costs and disbursements.

In another lawsuit, Touhey v. Trans National Travel , a travel agent did not check to see if the hotel a client had booked was duly constructed. The plaintiff-client was awarded $25,000 in special damages because of the mistake.

What Are Bad Faith Insurance Practices?

Bad faith insurance refers to unethical insurance practices used by an insurer to delay, deny, or lowball policyholders. Examples of bad faith insurance practices include:

• Misrepresenting contract language to prevent a payout
• Failing to disclose policy limitations and exclusions to policyholders
• Making unreasonable demands, like excessive paperwork requests to prove a covered loss

Sometimes, only a seasoned insurance dispute lawyer who regularly deals with contract breaches and bad faith claims can identify honest errors from serious red flags and help a policyholder get paid their due.

How to File a Travel Insurance Claim: A Summary

Travelers usually plan their vacations down to the last detail. Travel insurance is a buffer for unplanned curveballs that can derail even the most meticulous plans, such as medical emergencies or misplaced luggage.

Insurance companies are explicit about what travel mishaps or unexpected events they will or will not cover, which is why it is crucial to understand policy limitations and how to properly file a travel insurance claim.

As a final snapshot, the key steps to filing a travel insurance claim include:

• Reviewing policy terms and exclusions.
• Gathering necessary documentation based on submission requirements.
• Submitting your claim according to the insurer's timing and filing guidelines.
• Filing an appeal if an insurance claim is wrongly denied.
• Consulting an experienced insurance dispute lawyer to assist with an intentionally stalled, denied, or undervalued claim.

Travel insurance claims can become challenging, depending on the situation and response from your insurer. When small bumps in the road become permanent roadblocks, it is helpful to know that qualified travel insurance claims attorneys are available to help frustrated policyholders recover their losses. 

Quick Links

• Cancel Policy
• Make a claim
• Track a claim

Find your refund

Find your refund details.

The protection of your privacy and personal details is important to us.

To ensure we keep your details secure, please fill out the below for a quick security check.

You’ll need to use the reference information included in the email we sent to you, so make sure you have it on hand.

Reference ID *

Email address *

First name *

Last name *

Date of birth *

To claim your refund, we just need to check a few things

• This refund is for Southern Cross Travel Insurance customers.
• Southern Cross Travel Insurance bears no responsibility if you choose to share your refund details and they are then used to claim the refund.
• Once we have received your New Zealand bank account details, your overpaid premium will be refunded into your nominated bank account within 3 working days.
• You can find out more about this refund, including answers to common questions here .
• If you have any additional questions, our team is here to help, simply email [email protected] or call our team on 0800 243 681 Monday to Friday, 8.30am - 5.00pm excluding public holidays.

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.