If you've been notified that your claim has been appointed for investigation, we understand this can raise questions or concerns.
We’re committed to professionalism, clarity, and transparency throughout the process.

Your insurer has requested a detailed assessment of your claim and appointed Travel Investigations as their agent to assist.
They may have provided you with:

• The reason for the investigation

• Contact information for your assigned investigator

• The expected standards of behavior and process

• Clear communication and timely updates

• Interviews in a neutral, respectful, and non-confrontational setting

• A fair opportunity to share your version of events

• Investigations based on fairness, impartiality, and thorough evaluation of all evidence

We strictly follow the Privacy Act and General Insurance Code of Practice (GICOP). Your personal data is always handled lawfully and confidentially.

Claims are assessed based on your Product Disclosure Statement (PDS).
This outlines:

• Events and circumstances that are covered

• Policy exclusions

Important: It must be confirmed that an insured event occurred for your claim to proceed.

• Scheduled at a time/location that suits you

• Maximum 90 minutes, with 5-minute breaks every 30 minutes

• Right to bring a support person (friend, family, legal)

• Free interpreter provided if needed

• You're encouraged to provide documents or evidence

• Interview is documented and remains confidential

Under insurance law:

• Your insurer must act honestly, fairly, and transparently

• You, as the insured, are expected to be truthful and cooperative

You may be asked to provide:

• Receipts, phone records, criminal histories

• Financial documents (e.g., bank statements)

• Other evidence relevant to your claim

Travel Investigations operates under the same duty on behalf of your insurer.

You have the right to make a complaint at any time about your insurer, including the handling of this investigation.

Details on how to make a complaint about your insurer are available on your insurer’s website.

Travel Investigations Limited has a procedure for handling complaints from Clients or Consumers, ensuring prompt and fair resolution.

If you have a complaint about our services or charges, please refer your complaint to the Managing Director, via email to admin@travelinvestigations.com - or by reviewing the Complaints Policy - available here

If you have any questions or concerns about the investigation process, our team is here to assist you.

We encourage open communication and are committed to addressing any issues or inquiries promptly and effectively.