Australia travel insurance claim denied: what should I do next?

Ask the insurer for the written reasons for denial and the exact policy terms relied on. Keep the policy schedule, product disclosure statement, claim form, receipts, medical or travel records and all correspondence. If the insurer’s internal complaint process does not resolve the dispute, AFCA can consider many travel-insurance complaints, including some claims denied because of pre-existing conditions. Official source: AFCA. Guide: https://getinstantlaw.com/travel-insurance-claims-disputes