Travel Insurance FAQ

Frequently Asked Questions

• If I return home earlier than planned, can I get a partial refund on my insurance?

  Sorry but no. We won't refund your premium if you cancel your policy after the first 14 days under your cooling off rights. Please refer to the Product Disclosure Statement for information on your cooling off rights.

• Do you cover my luggage?

  Yes we provide cover for lost or stolen luggage, but we may refuse to pay a claim if you do not take all reasonable precautions to protect your luggage, or if you leave your luggage unsupervised in a public place. Please refer to the Product Disclosure Statement for what we mean by "unsupervised" and "public place".

• I might have a 'pre-existing medical condition' - how do I tell?

  You will find a definition of Pre-existing Medical Condition in the Product Disclosure Statement. Please read this definition carefully before you decide to purchase Travel Insurance.

• Can my 'Pre-existing Medical Condition' be covered?

  This policy provides cover for unforeseen medical events only. No Pre-existing Medical Conditions are covered.

• How do I make a travel insurance claim?

  You can download the Claim Form from this site. This form must be forwarded to us, together with original documents (such as receipts, medical reports, invoices, police reports, etc) if you make a claim.

• What if it's an emergency?

  Phone our assistance line and our team will be able to help you to deal with your emergency. The phone number appears in your Certificate of Insurance and on the back of your Product Disclosure Statement. It also appears on the Contact Us page of this website.

• I'm a little confused - The claim form asks for a "Certificate Number" and "Policy Number". What is the difference?

  If you're completing a claim form and it prompts you for either of the above, just put the policy number which you will find listed in your Certificate of Insurance (Yes, both the Certificate Number and Policy Number are the same number).

• I've downloaded a manual claim form - do I have to complete the medical certificate on the back of the claim form?

  If your claim relates to any cancellation and medical expenses resulting from accident, illness or death, you need to have your regular doctor in Australia complete this section of the form.

• What happens if I'm injured and have to be evacuated back to my Home in Australia?

  Our liability ends upon you being safely repatriated to Australia.

• What kind of documentation is required to process my claim?

  Whether applying online or manually, you may be prompted to send us original documents, such as medical reports or receipts for medical expenses or other expenses incurred. Typically, we are unable to process the claim without receipt of the relevant supporting documentation. Each type of insurance claim that you can make may have a different document required (for example, medical report, invoice, receipt, police report). We will always advise you of any document required to process your claim.

• How am I assured of a fair decision when I make a claim?

  The General Insurance Code of Practice is designed to raise the standard of practice and service in the general insurance industry. If your claim is refused (whether in whole or part), you may refer this decision to our enquiries and complaints manager, who has an independent decision making authority. If this does not resolve the matter, you may contact the General Insurance industry's independent external complaints scheme, the Financial Ombudsman Service.

• Do I have to pay an excess if I make a claim under my policy?

  PLAN A, B & D: We will not pay the first $100 for any one event under Sections 1, 3, 9, 10, 11, 15 & 16. NIL Excess applies to Sections 2, 4, 5, 6, 7, 8, 12, 13 & 14.

  PLAN C: NIL Excess applies to all Sections.

  If any additional Excess applies to your policy, the amount is shown in the Certificate or advised to you in writing before the Certificate is issued to you.

  (Please download the PDS for an explanation of this answer)

• Is your insurance available to people over the age of 71?

  No. Our policies are not available to persons aged 71 years or older.

• What happens after I fill out the online application and give you my payment details?

  If you pay online by credit card, we will issue you with a policy and you will receive an immediate confirmation and Certificate of Insurance confirming that you have cover. You are covered right away once you receive confirmation!