If my luggage is damaged by the airline, who should I contact for compensation?

In the first instance, you should report the damage to the airline or transport provider and seek compensation directly from them. When it’s reasonably possible, make sure you get a written report confirming the damage, as this is required if you want to submit a claim. 

If your transport provider does not provide full compensation or only partially compensates you, you should obtain documentation from them and then submit a claim with us. Your claim can cover the difference between what they paid and the amount you’re eligible for under your policy. 

Every claim is reviewed individually on a case-by-case basis and will only be paid if it meets the terms, conditions, limits and exclusions in your policy. Always check the PDS carefully so you know exactly what’s included before you travel. 

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