HOW TO MAKE A CLAIM

Changes have been made to the processing and time frames of claims pursuant to the COVID-19 By Laws effective 20 April 2020.

COVID-19 By Laws >

To make a claim please follow the steps below:

Step 1: As soon as you are notified of a Disputed Transaction and a possible Chargeback, which relates to Supplier Insolvency, you must complete a Claim Form and submit to ACS travel@gowgates.com.au.

Members are encouraged to submit their claims for the 2019/2020 Protection Year promptly and a ‘sunset date’ of 31 December 2020 will apply to all 2019/2020 Protection Year transactions. No claims will be considered, reviewed or accepted by the Board if they are received by ACS after that date.

Step 2: ACS will review the claim and check that:

• You are an ACS member;
• A Contribution was paid to ACS via a Payment Partner; and
• The Chargeback relates to Supplier Insolvenc.

All claims will be assessed between 1 January 2021 and 31 January 2021. ACS is likely to exercise its discretion to make a proportional payment of claims to Members at the conclusion of the claims assessment period if the limits of liability and aggregate limit of liability of the Mutual and its excess of loss insurance program are insufficient to pay claims in full. Proportional payment may be appropriate in catastrophic cases, consistent with statements made in the Combined FSG and PDS.

If you have any questions, please call our claims team on 02 8267 9999 or email travel@gowgates.com.au.