How do I make a claim?

Follow our claims process below when claiming your refund.

How do I make a claim and get a refund?

If you have an OrbitProtect International Student policy, or an OrbitProtect RSE Protect policy, you should have one of our OrbitPay Cards, which makes it easy for you to see a doctor for treatment and pay using using your OrbitPay Card. To learn more, click here.

However, if you do not have an OrbitPay Card and/or your healthcare provider doesn’t claim on your behalf, you will need to submit a claim by following this process.

When you see your medical practitioner, you will need to pay for your treatment and submit a claim for our consideration. Make sure to keep a copy of your GST receipt and/or tax invoice, and ask your provider for a copy of your medical notes.
Check your policy document to understand your excess (excess is the amount of the claim which you must pay and will be deducted from your claim). Click the “Make a claim” button at the top of our website and follow the login process. If you haven’t done this before, you will need to register to login.
Once you have logged in, choose the “Make a claim” option. Complete all the details in the online form and upload the copies of your GST receipt and/or tax invoice.
If you are claiming for lost, damaged or stolen property, please upload proof that you own the item/s. This might be the receipt of your purchase, a copy of the transaction from your bank statement, or a photo of you with the item if you have one.
You are done! Your claim has been submitted for review with our Claims Team. We will message you through the online claim system and let you know once your claim has been assessed or if we need any more information.

Make a claim

Claim Tips and Frequently Asked Questions

Claim Tips and FAQ

When should I lodge my claim?

You should lodge your claim as soon as possible after you have paid for treatment.

If you are unsure whether we could cover your costs, you should still submit your claim. By providing us with the information we require, our Claims Officers can then assess your claim to see if we can pay for the costs you incurred.

What will you need to make a property claim?

To support a property claim you’ll need to provide proof of ownership of your lost/stolen/damaged property.

Upload copies of your receipts/invoices when you submit your claim.
Keep the original receipts/invoices on hand (including those that were issued overseas) in case we request that you post them to us.
If you don’t have receipts/invoices, we may ask you to send in the remaining accessories of your lost/stolen items, such as manuals, power adapters, photos of the items, cases etc. Specify your claim number on the envelope or parcel when you post these to us.
Don’t dispose of any accessories for items that you wish to claim.

How long does it take to process a claim?

Please allow 3-5 business days for our Claims Team to review your claim. If we have agreed to pay your claim, payment is transferred to your bank account within 5-7 business days.

Note that the status of your claim will move from “submitted” to “processing” during this time. When it says submitted, that means your claim has been received. Once it says processing, your claim has been allocated to a Claims Officer for processing. Once your status changes to “paid”, that means your claim has been finalised and payment will be made within 5-7 business days from when your claim acceptance message was sent.

Important: To make sure we can work on your claim quickly, you need to provide us with as much documentation as possible when submitting your claim. Ask your doctor for your medical notes before you leave the clinic. Don’t forget to attach your invoice(s), receipt(s), medical note(s) and other relevant documentation when you submit your claim.

How do I find out the status of my claim?

1. Go to the Claims Login page.
2. Enter your email and your password, then click Login.
3. On the Dashboard, you can see your claim status to the right of the claim summary details. Click anywhere on the claim summary details to see further information about your claim.

Note: If you have more than one claim in progress, make sure you’re looking at the information for the correct claim.

Why has my claim been closed or declined?

Closed: We will take no further action on this claim. Claims are closed for various reasons. For example, if your claim relates to a previous claim you’ve made, to simplify things we add the more recent claim details to the earlier one. The latter claim is then closed. Check the latest message on the online claim system for further information on why your claim has been closed.

Declined: We will take no further action on this claim. Claims are declined for various reasons. For example, your claim may be for a situation that is not covered by the policy. Check the latest message on the online claim system for further information on why your claim has been declined. If you are unhappy with the outcome of your claim, you are most welcome to message us on the claim system and ask for further review.