Claims
Making a claim, step by step
If something has gone wrong on your trip, this page tells you exactly what to do and who to speak to. Take it one step at a time.
In an emergency overseas, call before you incur major costs
The assistance team is available 24 hours a day, every day. Call them first if you're admitted to hospital, need to be moved, or are facing a large bill.
How to make a claim
Claims are lodged through your Butter account. Four steps, and you can stop and come back at any point.
- 1
Log in to your Butter account
Your policy is held with Butter. Go to the customer portal and sign in with the email address you used when you bought your cover.
Open the customer portal - 2
Go to the Claims section
Once you're signed in, open Claims and follow the prompts. You can start a claim, save it, and come back to it later.
- 3
Upload your documents
Attach anything that supports what happened — receipts, reports and medical documentation. The more you attach up front, the fewer questions come back to you.
- 4
Submit and wait for contact
Butter's claims team will be in touch about your claim. If you'd rather not use the portal, you can email your claim to support@butterinsurance.com.au instead.
Email support@butterinsurance.com.au
What to have ready
Gathering these before you start makes the whole thing quicker.
Your policy number
It starts with BUTTR followed by five digits.
Your travel dates
Receipts, reports and any medical documentation relating to the claim
Claims are assessed against the PDS
Whether a claim is paid depends on the terms, limits and exclusions set out in the Product Disclosure Statement for your policy. It's worth reading the sections that relate to what happened before you lodge, so you know what to expect.
Claims are handled by Butter, not by Travel at 60
We help you choose and buy your cover. Once you're insured, your claim is lodged with and assessed by Butter, and emergencies overseas are handled by the 24/7 assistance team. If you're not sure who to speak to, call us and we'll get you to the right place.