Claims

If you have an accident or your rental car is stolen you must notify the Rental Provider , and, in the case of theft, the police or other relevant authority, as soon as possible. They will advise you what steps to take next based on the nature of your incident.

If you expect to lodge a claim, you must notify us immediately with your intent to claim by:

  • EMAILING
    claims@prosura.com
  • WITHIN AUSTRALIA
    1300 677 180
    WITHIN NEW ZEALAND
    0800 700 127
  • OTHER COUNTRIES
    +61 7 3062 6818
  • Prosura handles and settles claims on behalf of the insurer, Pacific (Australian Financial Services Licence Number 523921) as its Authorised Representative (Authorised Representative Number 1279680).

For claims related to damage to or theft of a rental vehicle, you must obtain a receipt from the Rental Provider for all charges you intend to claim reimbursement for. 

If you would like to lodge a claim online, log in to your Self Service Portal.

Go to My Policy

Claims checklist


RENTAL VEHICLE DAMAGE OR THEFT
  • The Nominated Driver’s drivers licence and a certified translation document if the license is not in English.
  • The Rental Vehicle Agreement
  • The accident or damage report
  • Photos of the incident or damage
  • The police report (where applicable)
  • All receipts from the Rental Provider specifying charges for repairs undertaken, excess fees and all other claimed charges
  • All other supporting documentation reasonably requested by our claims officer.
PERSONAL BAGGAGE*
  • A police report or other evidence of theft or damage to Personal Baggage occurring during the Period of Cover
  • An invoice, receipt, or link to a third party website indicating price for each item being claimed
EMERGENCY CANCELLATION PROTECTION*
  • Confirmation email for car rental prepayment showing pick up and drop off dates
  • Invoice, receipt or bank statement showing claimed prepayment to car rental company or travel agent
  • Information regarding the emergency , eg, link to government covid website indicating border closure, news article/other third party source, flight cancellation email
  • Copy of email notifying the rental vehicle provider or travel agent of your cancellation
  • Copy of emails and other correspondence indicating actions taken to recover the Prepayment from the rental vehicle provider or travel agent, and that the Prepayment was not refunded.
*eligible policies only — see your PDS.