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Important Note - Travel Claims and COVID-19

ECU has travel insurance cover provided by AIG.  If travel plans have changed due to circumstances surrounding Corona virus (COVID-19), you are able to submit a claim to AIG for consideration.  

AIG considers COVID-19 to be a “known” circumstance from 2 March 2020. Travel arrangements made prior to 2 March 2020 will be considered by AIG as per their normal claims process.  If travel arrangements were made after 2 March 2020, AIG will consider those claims based on the individual circumstances and merits of the claim submitted and the claim may not be settled in full.  This is at the discretion of the insurer and is not influenced by ECU.

If you wish to submit a claim for consideration, please complete the attached claim form and include the following:

  • Copy of the original travel booking and itinerary
  • Reason for cancellation (such as copy of ECU’s email confirming all travel to be suspended; correspondence from conference organiser that event has been cancelled due to COVID-19 etc)
  • Confirmation of any reimbursement received from travel provider (Orbit, Airline, Third Party Provider) or, alternatively, confirmation that no refund is available due to cancellation of travel plans
  • Outline the amount being claimed

Please ensure the completed claim form is signed.  Once complete, scanned copies of all documents, including the claim form, can be sent to  ECU will complete the authorisation section at the top of page 2 of the claim form and then submit the claim on behalf of the school, centre or traveller.

Any travel costs paid for by ECU, research grant or government body, must be repaid accordingly.  If the claim is accepted, the claim settlement could be paid directly into the personal back account of the traveller.  It would then be the responsibility of the traveller to return those funds back to ECU (or others) as appropriate.  Confirm with your school or centre finance team on how to arrange this.

Any queries, please do not hesitate to contact the Insurance team.


Any circumstances, incidents or accidents, which may result in a loss, must be reported to ECU insurance as soon as possible. Where a loss may result in a claim being made against ECU's insurance policies, notification is required immediately so that ECU's insurers can assess any claims. A delay in advising of a claim could prejudice ECU's rights under the relevant insurance policies.

Please remember, if your situation is urgent and you require assistance, please contact:

  • Campus Security 6304 3333 (or 3333 when dialing from an internal phone)
  • Emergency Services (Fire, Police, Ambulance) on 000
  • Police communications on 131 444

An incident report will also need to be lodged online using the reporting an incident webpage. 

Property Claims

If ECU property has been damaged, lost or stolen, please email as soon as possible. ECU recommends that you take photographs immediately of any damage that has occurred. In the event that there has been theft or malicious damage, a police report will be required.

*Note that an excess may apply to property claims made.


ECU Staff or Students involved in any situation that may result in a liability claim should contact as soon as possible. This includes any matters involving Research Participants.

*Note that an excess may apply to liability claims made.

Personal Injury

For injury (only) to students (including students on practicum, work experience, internships or placement activities), research participants, volunteers or the general public, please contact

Researchers who have had an adverse incident or event during their research activities are required to advise Research Ethics as soon as possible.

An incident report will also need to be lodged online using the reporting an incident webpage.

Student/Volunteer/Research Participant claims will require an Attending Physicians Statement to be completed and included as part of the claim submission.  A copy of this form is available for download.

For injury to staff, including sessional or casual staff, please contact the Work Health, Safety and Wellness Team.

Any non-Medicare medical expenses incurred must first be settled with the provider directly by the student, research participant or volunteer.  Reimbursement should then be claimed from other available sources first (travel insurer for international students or travellers, private health insurance - if held).  Any remaining "out of pocket" expenses can then be claimed through ECU insurer.  Any reimbursement from the insurer will be less the one off excess of $50.

*Note that Personal Injury insurance no longer covers Medicare "gap" expenses and an excess of $50 applies to all non-Medicare medical expenses claims.

Motor Vehicle

If an ECU vehicle is damaged or involved in an accident, please take photographs of any damage and contact Facilities and Services immediately. Please refer to the Accident Management Process.

You may also be required to report the accident to WA Police.

An accident claim form will also need to be completed.

Travel Insurance

For urgent assistance whilst overseas, please contact AIG Travel Guard "Smart Protect" on +61 3 9522 4766 (24 hours a day, 7 days a week – reverse charge).

If calling from within Australia, dial 1800 003 813 or within USA, dial 1-866-814-3375

If you are not able to call the assistance number, please send an email request for an immediate call back.  Be sure to provide your contact number including the country name and area code.


Subject: Immediate call back required to <your name>

Please advise Travel Guard that you are a student or staff member of ECU and provide the policy number.

If seeking medical care in the USA, please show your Travel Guard card, or provide insurer details to your provider and enquire if they are a member of the United Health Group.

Travel Claim Submissions:

Please download the AIG Travel Claim form (above), complete, sign and email to  Be sure to include the following items:

  • A copy of the original travel itinerary or travel booking details
  • Provide a copy of any documents, reports, or receipts to support your claim (such as Medical Certificate, Airline correspondence, Police Reports, receipts for medical treatment or items lost/stolen/damaged)
  • If claiming for damage, loss or theft of item(s), include photos of item(s) where appropriate

Scanned copies of all documents, including the claim form, are satisfactory.  Photos of forms are not acceptable

Alternatively, you can lodge your claim directly with AIG via their online submission website

*Note that some sections of the travel insurance policy are subject to an excess.

Any Other Claims

If you require any other claim support, please email the insurance team or call (08) 6304 2824.

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