​No – but we can offer advice on how to request a replacement from the Australian embassy nearest to the country or region you’re in, and, we can cover the costs of paying for the replacement under our passports & travel documents benefit.

​Please email medical records, receipts, police reports or official documents to claims@travelbyus.com

Be sure to include your policy number, and claim number f you have one, in the subject line of the email.

A member of our claims team will be in touch to confirm receipt.

For more claims tips, see here.

​Claims that arise due to a terrorist attack or terrorist activities are unfortunately not covered.

We do however offer a benefit that covers you in the event of an aircraft being hijacked by terrorists.

Under our Hijack benefit, if you, your children or grandchildren are hijacked while on your trip, Travel by Us will pay the applicable limit per person for each 24-hour period that you, your children or grandchildren are held captive.

A maximum payout of $500 per person, per day is available on Basic cover while on Comprehensive it’s $1,000 per person, per day. The Hijack benefit is not available on Saver cover levels

There are some exclusions for travellers riding motorcycles.

If you ride a motorcycle without wearing a helmet, or without having a valid licence as required in Australia and in the country of travel for the same class of motorcycle you (or they) are operating, or as a pillion passenger without a helmet, you will not be covered.


​Yes. Travel by Us is proudly 100% Australian owned and believe in travel for all Australians.

Our office and emergency assistance team is based in Sydney and we have a network of trusted emergency assistance partners around the globe.


Travel by Us is proudly 100% Australian owned and believe in travel for all Australians. Our office is located in Sydney.

It sounds like you would like to chat with someone in our marketing team?

Please feel free to send an email to hello@travelbyus.com with ‘marketing’ or ‘sponsorship’ in the subject line.

Our marketing team look forward to getting back to you.

Travel by Us insurance is issued by YourCover Pty Ltd (YC) (ABN 35 169 038 466) (AFS licence No. 461299) of level 5, 320 Adelaide Street, Brisbane QLD 4000 on behalf of the insurer.

YourCover is a coverholder acting under an authority from the insurer. The policy is underwritten by certain underwriters at Lloyd’s.

When arranging this Policy, YourCover is acting under a binder agreement as an agent of the insurer and not as agent for You or any insured person. References to ‘we’, ‘our’ and ‘us’ in this document means the insurer. About Lloyd’s Lloyd’s is the world’s specialist insurance and reinsurance market, bringing together an outstanding concentration of underwriting expertise and talent. Around 80 syndicates underwrite insurance at Lloyd’s, covering all classes of business.

Together they interact with thousands of brokers daily to create insurance solutions for businesses in over 200 countries and territories around the world. In Australia, Lloyd’s is proud to be a member of the Insurance Council of Australia and strives to comply with the agreement it has made under the General Insurance Code of Practice.

For even more information on what we cover, please review the PDS.


We take complaints seriously, and follow a robust process to provide the best outcome for you.

For details on our appeals and complaints process, please refer to pages 74 and 75 of our PDS.

Provided we’ve got all the necessary documents we’ll process, assess, and pay your claim without delay, typically within 5 to 10 working days.

Don’t worry, we’ll let you know if we need any further information or documents to help process your claim.

See more info on claims here.