Travel Insurance policy information

Yes, under the International Comprehensive and Domestic travel insurance plans, these items are all covered, but individual limits apply.

You can increase your individual item limits when you take out your policy (additional premiums apply).

See the Product Disclosure Statement for full details.

When considering travel insurance options, an “existing medical condition”  has its own special meaning in our travel insurance policy.

“Existing Medical Condition” means a disease, illness, medical or dental condition or physical defect that, at the Relevant Time*, You were aware of or a reasonable person in Your circumstances could be expected to have been aware of, by reference to all relevant factors including whether it meets any one of the following:

• Has required an emergency department visit, hospitalisation or day surgery procedure within the last 12 months.
• Requires:

• • prescription medication from a qualified medical practitioner;
  • regular review or check-ups;
  • ongoing medication for treatment or risk factor control; or
  • consultation with a specialist.
• Has:
  • been medically documented involving the brain, circulatory system, heart, kidneys, liver, respiratory system or cancer;

or

• • required surgery involving the abdomen, back, brain, joints or spine that required at least an overnight stay in hospital. 
• Is:
  • chronic or ongoing (whether chronic or otherwise) and medically documented;
  • under investigation;
  • pending diagnosis; or
  • pending test results.

“Relevant Time” in respect of:

• Single Trip policies means the time of issue of the policy.
• Annual Multi-Trip policies means the first time at which any part of the relevant trip is paid for or the time at which the policy is issued, whichever occurs last.

To make a claim, submit your claim form online or by mail within 60 days of your return date. If you're still waiting on supporting documents, you can submit the form first, then send the additional paperwork later.

We'll aim to process your claim within 10 business days of receiving it. If you miss the 60-day deadline, include a cover letter to explain why, and we'll review it.

For any questions or help, call us on 1300 728 015. If you're unhappy with the outcome of your claim, you can escalate it to our Customer Relations Team and, if needed, to the Australian Financial Complaints Authority.

We'll process your travel insurance claim as quickly as possible - you'll hear from us within 10 business days of receiving your claim.

Still need help? Call us on 1300 728 015.

Please contact us on 1300 728 015, 7 days a week (8am - 7pm Mon-Fri, 8am-7pm Sat, 10am – 3pm Sun)