Qantas Travel Insurance

This company needs to be shut down by the regulator…it is a sham run by corporate thugs- the lying and deception is unparalleled by any insurance company in the market place. The directors should hang their heads in shame at the way customers are treated and lied to - disgraceful. Advice: Do not go near this company with a ten foot barge pole - go to other companies- this one is septic!!! Show details

If I could give them zero stars I would but I have to add at least one star. AIG is the problem. There is an exclusion for alternate arrangements caused by a war. We were in Egypt when Iran was invaded. Prior to travel we checked with AIG if Egypt and Turkey were covered and were told to follow smart traveller advice which we did. The invasion… Read more

forced us to change our return flight based on smart traveller advice. The most troubling is the agents made up their own version of what happened. 1. They said Egypt Air was creating the problem - false - I never said that and that is their imagination - we easily booked a flight from Egypt to Johannesburg 2. They said the agent I spoke to said insurance is not covered for countries which have sanctions against them - that is false - there was no discussion about sanctions. The agent was only able to help with a medical emergency and advised us we should file this claim 3. They said we asked for an extension and was refused - false - the price was way too high for two weeks - they quoted the regular premium price - not sure for what period but maybe around $7K plus 4. The agent told us Egypt and Turkey were covered and we should follow smart traveller advise - she also made sure I wrote down the phone reference number Finally I need to add the comment that lots of countries are at war with some other country and excluding acts of war should not be included as there is lots of unrest throughout the world and having to rush back to avoid being stranded should be a basic benefit of purchasing insurance. We strongly suggest not using Qantas Travel Insurance which is really AIG and they may take care of emergency medical situations but most clients have given them one star rating and lots of negative comments. I should have could have and would have avoided purchasing insurance through Qantas and should have done my research before purchasing the insurance. I strongly suggest AIG is a problem and their inaccurate feedback shows they just say anything they want hoping we are st^pid enough to accept it. I need to mention again that they could not provide transcripts to confirm they were right and I was wrong.

I would never buy this insurance again. My flight was cancelled due to insurable factors beyond my control however I was able to reorganise the flight for two days later. Consequently I was unable to use the first two nights accomodation which were unrefundable. Qantas denied my claim for the lost accomodation costs as they say the entire trip… Read more

needed to be have been cancelled to qualify. Nor would they pay under delayed departure as the flight was cancelled rather than delayed?!?

I appealed and still no change.

It’s put me off qantas as a whole.

Qantas Travel Insurance have been exceptional in responding to my wife's serious injury while we were in Finland. Here are the facts: 1. Their personnel responded immediately and caringly to the accident. 2. After the repair of the broken arm,… Read more

Qantas Travel Insurance provided us with specialist advice to enable us to continue our journey.

3. Throughout our journey, Qantas Travel Insurance personnel communicated with us frequently to ensure that the injury was healing. After each X-ray, the results were sent back to Qantas Travel who continued to validate our onward journey.

4. On our return home, Qantas Travel Insurance immediately contacted me and provided me with the necessary forms to complete the claim.

5. As I have been in contact with them on a frequent basis, there was a full history that could be provided which enabled a clear and objective claim to be made.

6. On submitting the claim, Qantas Travel Insurance responded immediately to indicate that it had been received and that it would take between five and seven working days for the claim to be reviewed.

7. At this time, after five days, Qantas Travel Insurance sent me a spreadsheet of the refunding of monies that would occur.

8. This refund entirely satisfied the claim that was made, with only the legitimate excesses removed.

I am thoroughly impressed with the care that we received and would certainly use Qantas Travel Insurance services again in the future.

I’m genuinely surprised by the negative reviews here giving Qantas Travel Insurance a rating of 1.4 as of Dec 25. I believe that is completely unjustified and unfair. Over many years, my experience with Qantas Travel Insurance has been consistently positive at every level. The prices are always competitive, and the process of taking out a policy… Read more

is quick and easy. I feel confident choosing Qantas Travel Insurance because it is backed by Qantas, a household name in travel for over a hundred years, and a listed ASX 200 company for 30 years. The underwriters are AIG Australia, a large and experienced insurance group, whose parent is listed on the New York Stock Exchange. My confidence in them was confirmed after a recent trip to Perth, when I made a claim due to the cancellation of a flight.

My claim was handled quickly and efficiently. It was submitted on 13 Dec 2025, and I received a positive response from the underwriters within four days, confirming that my claim was being paid with just a minor adjustment. To my surprise, the next day the money was in my bank account.

To anyone hesitant to try Qantas Travel Insurance because of all the negativity here, my advice is to give it a try if the price is right - you won’t be disappointed!

I traveled overseas and had QANTAS travel insurance. we flew to Japan and cruised around Japan to Korea and return to Tokyo and flew home, I got sick on the cruise ship went to the doctors onboard ,I put in a claim for doctor expenses when i returned home 3 days later got confirmation my claim was successful 5 days later, I had the money in the… Read more

account. I could not be happier with Qantas travel insurance. we will be travelling at the end of this year and i will be using Qantas travel insurance.

I recently hired a car in Cairns and after a minor incident was required to pay the applicable excess. A claim was made on Qantas Travel Insurance and this claim was processed without any further enquiry and was finalised within a week of lodging the claim. I would use Qantas Travel Insurance again. Show details

I'm a Qantas Gold member and have purchased Qantas Travel Insurance over a dozen times for past international trips, but I've never needed to make a claim related to any of those trips in the past. My last experience with Qantas Travel Insurance and AIG who underwrites the insurance for Qantas when I did eventually need to make a small claim in… Read more

2025 was so disappointing that I will now never use Qantas Travel insurance again, and I'm also reviewing a few other insurance arrangements I have set up with Qantas in the past. I would definitely not recommend Qantas Travel Insurance to anyone, despite the benefit of getting extra Qantas points. If you ever need to make an actual claim with them via AIG, be prepared to be very disappointed.

I had a trip with my wife to Tonga in mid 2025 via Qantas and then Fiji Airlines, spending a couple of days in the capital of Tonga (Nuku'Alofa) before then travelling to an outer island called Ha'Apai to stay at a resort there to do some whale watching. The local unrelated domestic airline in Tonga is called Lulutai, and they unexpectedly grounded and cancelled all of their flights in Tonga for two days, so we couldn't get to the resort on time and we lost two nights of non-refundable pre-paid accommodation plus the cost of a non-refundable whale watching trip. There was no other transport option for us to get to the outer island. The total lost cost for us was around $1,200, and after our trip I put in a flight delay related claim for this amount to AIG. I had previously spent well over $1,200 on past Qantas Travel Insurance policies and I wasn't expecting to have any problem with this relatively small claim. My Qantas Gold membership level and previous loyalty to and previous total spend with Qantas wasn't taken into consideration at all.

I was completely shocked to find out that AIG refused to pay my claim on the grounds that we had a stopover in Nuku'Alofa and the original booked Lulutai flight was not a directly connecting flight on our travel itinerary. This is despite the fact that in the Qantas Travel Insurance / AIG PDS it uses the term 'stopover' as one of the reasons they will pay for flight-delay related costs. I actually read all the fine print and was fully expecting that we would be covered for this type of unexpected flight cancellation related delay. What I later found out once I started to make the claim was that when AIG use the term stopover they intend this to mean a directly connecting flight on the way to a final destination, rather than the commonly understood meaning of a stopover where you actually leave the airport to stay somewhere for a night or more. I went backwards and forwards several times with AIG over a few months trying to get this matter escalated and reconsidered via their disputes resolution process, but that also turned out to be a waste of time. At all levels AIG as the actual company you need to deal with in relation to Qantas Travel Insurance claims will do everything they can to avoid having to payout on a claim. I am now letting everyone I know that they should not take the risk of using Qantas Travel insurance, as it is very likely to let you down if you ever do need to make an actual claim.

Spent alot to have pre existing issues covered thinking it was my main concern. Cover was for Norway Paris and London Dec 2025. Developed a very common female UTI in Norway in Actic Circle just not drinking enough water etc .Started getting frequency so called the helpline...no help couldnt get thru to anyone in Australia so emailed....hours to… Read more

respond so asked hotel desk...no drs in Tromso ...so i suffered 2 flights and cancelled 1 outing and found a travel doctor via telehealth and did a script in French which was filled no problem. Sent pics of Drs fee and meds costs etc expecting reimbursement straight away so i could use that money on holiday. All ive had is the run around 6 weeks later they stall and stall they somehow now need my full itinerary and release of info from GP for a simple UTI. Never had so much rubbish for a simple common overseas ailment. DO NOT USE THEM THEY DONT HELP YOU AT THE TIME AND THEY DONT REIMBURSE IN A TIMELY FASHION.

Wish I had read the reviews here before I got fooled with the lure of extra QFF points. The insurance is useless for the sorts of claims people are most likely to make—delayed flights, forfeited bookings, lost luggage. If that’s what they’re like with the small stuff, what hope would you have of getting support in a real emergency? Never Again! Show details

Qantas Travel Insurance /AIG Australia. Traveling to Canada and due to strike at Air Canada unable to get to Vancouver from Toronto. We lost prepaid tour through Rocky Mountains. Claim refused as we did not return to Australia earlier than planed. We planed to visit after coming from Edmonton Western Canada and USA. Insurance is scam, do not buy… Read more

it. They would use legal tricks to reject any claim - fine print. Totally useless stay away. I travel a lot and we always had insurance and never make any claim. Definitely waste of money. Called from overseas and I had been told not to worry - all going to be sorted out after return to Australia.

As a long term QFF member I was just declined travel insurance for preexisting medical labels that present no risk and no ability to discuss. The point is, I’m healthier and less risk than probably most of their policy holders. As a career nurse, I know that many “preexisting” or chronic and conditions under treatment most often do not equate to… Read more

high risk! There’d be more risk for making a claim from crossing the road in Asia. I’ve gone elsewhere and happier for that, who covered me automatically as they did last time, and I have never yet claimed. They also dont cover river cruising only ocean cruising but dont state that clearly. Had to call and ask for clarification and come across a dismissive unhelpful man called “Murray” for a simple question who said "it’s the underwriting in the policy” with no desire to offer any further assistance. That just cemented my experience of poor customer service. Be discerning with these sorts of points memberships and do your comparative research.

Do not use this travel insurance. How does a Qantas allow there standards drop so low and allow such poor customer service continue and basically Rip off hard working people. The company will advertise on how great the company charge you a high premium for certain level of cover and making you believe what you are paying for and the items they are… Read more

covering in the policy that they are selling you is what they will do but that is not what they do. The company is terrible. If you try and make a claim on any of the simple things that you are covered for in your claim you will not receive an outcome for an extremely long time. On the website they say a claim will take 5 to 10 days.. I am up to 16 days and still have not received any email on a update and the website allows you to check the status of the claim which useless cause on the first day you make the claim it says the exact same thing 16 days later. I have rang 3 times and get a call centre in another country and get no help what so ever but just get told to wait and they will get some one to call you back but that call never seems to happen. Beware do not use.

Qantas /AIG insurance is beyond terrible, an absolute scam. If zero stars was an option.. Paid $900 for insurance, returned from holidays and tried to claim for delays and vehicle tyre replacements , both covered on the policy. Return emails with a list of requirements for the claim to proceed that are impossible to complete once you have… Read more

returned. Gave them receipts for tyre replacements as asked, then they asked for bank statements and pictures of punctures, an accident report from Namibia for the tyres. Gave up in the end as they obviously hope you will. I hope they go broke and worse.

We purchased an annual travel insurance policy through Qantas Insurance, provided by AIG. I broke my leg while skiing in a remote resort in Japan (tibia, fibula & tibial plateau), requiring extensive reconstructive surgery and two months post-op. recuperation in hospital according to the local surgeon, so he recommended the surgery be performed in… Read more

Australia. AIG requested scant information and refused repatriation, without properly investigating the seriousness of the injury or the local facilities and offering no alternative solutions. We were in no position to argue with the local surgeon or AIG so we had to arrange our own medevac with Careflight (who were wonderful). AIG subsequently reimbursed approx. 1/3 of our costs. Do not rely on AIG in your hour of need.

If I could give zero stars I would. Don't waste your money with this mob absolutely hopeless. I put in a claim for a cancelled trip in which 5 people were travelling. Only two people had insurance and when it came to settling the claim they divided the amount claimed for two people by 5. You cannot get anyone to answer or call you back and… Read more

they assign and totally incompetent person to deal with the claim who is obviously in another country. Very difficult to find an english speaking person. Go elsewhere.

AIG (hiding behind the Qantas name to lure customers) is SCUM. Nothing more than SCUM. Do not use this company. It's a scam. Have been buying Qantas policies for years thinking I was protected, yet the one time I needed to claim I have been subjected to a deliberate and calculated sequence of targeted abuse including lying and gaslighting. These… Read more

charlatans are cunning, but so unprofessional they even emailed me another client's claim correspondence (almost a carbon copy of the deception they were throwing my way) - except they broke the law - they gave me that other client's name and personal details. They will try to wear you down, that's their M.O. I'm off to the Ombudsman now.

Avoid at all costs – The guy I spoke with treated me like absolute dirt. Very poor attitude. Made it sound like I was pulling a scam. I was only claiming a $250 fare. They're hardly going to go broke paying that out. Show details

Terrible – Oh my goodness I wish I read all these reviews before paying $1500 for travel insurance! Exactly same experience as everyone else Terrible!!! We are just getting palmed off by Qantas Insurance for weeks and weeks! Absolutely disgusting treatment. We decided to use Qantas Travel insurance for our dream trip because we thought we could trust an… Read more

Australian company! Opposite… dealing with outsourced overseas call centres who can barely understand us and vice versa. Each week they come up with some new documentation we have to produce just to push our legitimate claim back further. We will be pursuing legal and media action very soon. This is outrageous!

Qantas and AIG Travel Insurance are crooked – If I could give Qantas FF Travel insurance through AIG that cost 50k points. Of course being informed of Medicare appointments in early December not once but twice and having to change my trip twice I was penalised by Fright Centre. AIG said they would complete the claim in 10 days and I provided all details prior to leaving Australia on… Read more

November 4, 2024. That’s in their contract.

Now I will take Qantas FF and AIG to the Local Small Claims Court in NSW

Qantas and clearly AIG are a deceitful and corrupt airline and insurance company. They are both a couple of C—ts. Typical insurer and crap airline that’s why I flew Emirates.

It’s a scam – I got this to cover car rental excess if anything happens. I had to pay excess for road side assistance and Qantas is refusing to cover that as I did not buy complete excess wavier with the car. What’s a point for buying insurance claim if I had excess wavier?? It was for a trip in Australia and I have medicare and private health cover. Show details

Plenty of better value, better coverage products out their other than this!! – I'm sorry I had to give it a one star, if there's a spot for no rating, I'd give them that. The one and only time that I've claimed insurance and was for the cost of missed flight connections and alternative travel arrangements, the answer was no. Basically, Qantas was late into Heathrow, we missed connecting flights to Paris and had to train at our expense plus car hire. Show details

Very slow turnaround times. Nothing is handled in Australia – REVIEW EDIT: Upgraded from 2-3.5 stars. I got paid!!!!! Cannot believe it. Took a bit of effort and time, but got there in the end. ORIGINAL REVIEW: Slow turn around times. Have annual policy. Claim submitted September 2024 with all required supporting documentation; sought acknowledgement of receipt by return email - none received apart from… Read more

system generated response. Email received 8 October saying more documentation required. Sent 9 October 2024, again with request for response. none received. Phoned 16 October, advised is being handled by claims department. I know that, I'm not stupid. Asked when it would be resolved. Could not advise. Call centre is in Manilla, Philippines. Claims are processed in Malaysia! WTAF. Watch this space. At this rate, I will be going back to TID next year. Claim with them was resolved in 10 days. Easy as.

Exorbitant Prices – Looked at a quote for a family of 5 Mult trip 1 year was ~$3500 One trip of 13 days ~ $800 Do you laugh? Major competitor and established brand was $430 for the single trip. The cove was better at the competitor. They really look after their FF customers then don't they? Show details

AIG an unorganised mess – Like previous reviews purchased qantas travel insurance. Made a claim because air Vanuatu going into liquidation on the day we were to fly. Thought we would be covered plus additional cost including changing qantas flights and extra accommodation. The insurance is really AIG insurance and so began a protracted process due to apparently staff… Read more

leaving and claims not being addressed. I get that qantas has only a commercial interest in the insurance but it reflect poorly in the court of public opinion that they are associated with such a disfunctional company. Another qantas black eye

Don't do it – If I could give 0 stars it would still not be enough to describe the joke insurance cover. Once complaint was made it took them another 2 months to bother getting back to me. Couldn't explain why a friend with the same insurance was covered but I wasn't regardless of the fact we had the exact same circumstances. Show details

Poor Qantas Insurance experience for a lifetime Qantas Gold member – This product is managed by AIG and the feedback and process for a claim is really poor. While in Vanuatu as a family of 4, Air Vanuatu changed our flight to Sydney departing 3.30pm to 5am on the same day but to Brisbane with no feedback as to how we would get from Brisbane to Sydney. Furthermore, we were scheduled to be on a different island and… Read more

connecting to the 3.30pm flight which we could no longer do. I called the airline who couldn't help and advised there was nothing they could do then called the insurance provider who wouldn't provide specific details as to what we should do. So thinking I had insurance, I cancelled the flight and rebooked on the only other flight I could get to Sydney which we a fully flex fare with Virgin Australia via Brisbane for the next day. We had to incur additional hotel, transport and food expenses while we waited leaving me over $5k out of pocket. So far my claim has been denied because I didn't receive a written notice from the airline as to why they changed the flight and upon my producing newspaper articles indicating that their plane was in Australia for an extended period waiting for parts was told that the cancellation of the flight was in the operational control of Air Vanuatu and that my claim was denied. It has been 8 weeks of fighting and every piece of correspondence results in 10 working days for a reply which they fully utilise. I'm a lifetime Qantas Gold member buying a Qantas product....but never again. Don't buy this product.

The most expensive when compared with other quotes – I’m going to Europe for 4.5 weeks. My partner and I have been getting quotes for the both of us both under the age of 40 with no health conditions. As I collect qantas points i considered qantas. The insurance price was $776 ! We have several quotes from other agencies such as budget direct for less then half of this. Qantas is a rip off !! Don’t use Qantas. Show details

USELESS COVER- not even worth 1 star – USELESS. Purchased for a Jetstar flight that was cancelled due to engineering issues. No same day alternative flight with Jetstar so purchased a new Qantas flight. Claim was for additional cost, small value of $300 difference. Denied as delay was in ‘operational control’ of the travel provider. What’s the point of this cover??? Show details

Terribly expensive and difficult when adding pre-existing conditions – I chose Qantas Travel Insurance based on its superior coverage compared to other travel insurance packages despite it being more expensive. This was the first time I applied for Qantas. Concerns appeared from my call about adding pre-existing conditions. I was advised that I would not be covered if I did not have all the countries I visited. When… Read more

I took out the policy via the Qantas site the same day I purchased my travel ticket, the system would not allow me to add additional countries. Hence, if I had never called them and I had to put in a claim, it is most probable I would not have been covered based on a technical error on their end. Secondly, adding pre-existing conditions took approximately 1.5 hours due to the language barrier and lack of understanding! When trying to clarify the period to include regarding pre-existing conditions, the customer service person stated as far back as possible; when I queried further how ridiculous this was, I was directed to the correct information on the Product Disclosure page, which was preceding 12 months. After going through each condition that most pertained to ageing, as I am in my 60s, in which none of these required any hospitalisation or further investigations, apart from pain relief as required, I was informed I had to pay an additional $770. Hence, for a 4-week holiday, I was expected to pay approx. $1,300!!! I cancelled the policy and was informed I would be fully refunded.

Covered if I'm already covered? – I purchased Qantas Travel Insurance as it offered $8000 rental vehicle excess cover. I unfortunately needed to make a small claim($1450) after someone put a ding in the vehicle in a carpark. I was informed I'm only covered if I already have a damage waiver from the hire company. Huh? Same goes for windscreen damage. Show details