Frequently Asked Questions

Travel Insurance Frequently Asked Questions

Please note: Throughout the FAQs set out below,

  • The term "PDS" refers to the Product Disclosure Statement (including Policy Wording).
  • Some words may have special meanings - refer to "OUR DEFINITIONS" in the PDS prior to reading through these FAQs.
  • The answers given are only a brief summary - you must read the PDS carefully for complete details of what is covered, and which of the benefits are provided under each Plan. Importantly, please note that exclusions do apply, as well as limits to the cover.
  • Important information for policy holders relating to Covid-19 for all policies purchased after 1 November 2020 Q:

    A:

    We understand the uncertainty that travel during a Pandemic such as Covid-19 brings. Our Australia Only plans provide cover for a variety of additional costs (up to $25,000) should you or your travelling companion be diagnosed with Covid-19 whilst on a trip.

    This includes:

    • additional travel and accommodation expenses (to a level comparable with your pre-booked travel and accommodation) to enable you to return home if you are unable to continue your trip as originally planned and where your return home is certified by a doctor to be strictly necessary on medical grounds.
    • additional travel and accommodation expenses (comparable with your pre-booked travel and accommodation) in circumstances where it is not medically necessary for you to return home but where you are certified medically unfit to travel and/or continue your trip as originally planned.
    • additional travel and accommodation expenses (to a level comparable with your pre-booked travel and accommodation) for:
      1. a travelling companion to stay with you and accompany you home where their presence is certified by a doctor to be strictly necessary on medical grounds; or
      2. a relative or friend to travel from your normal country of residence to stay with you and accompany you home where their presence is certified by a doctor to be strictly necessary on medical grounds.

    PLEASE NOTE: there is no cover for medical expenses or medical transport incurred within Australia

    For Cancellation and other sections of the policy

    There is no cover for claims related to the Coronavirus or any derivative or mutation of such viruses (or arising directly or indirectly from these) as it relates to Pre-Trip Cancellation or Curtailment or Travel Delay as a result of Covid-19.  If you decide to change your travel plans, we suggest you talk with your travel agent or transport provider as soon as possible to minimise your out of pocket expenses.  

    Subject otherwise to the Terms, Conditions and Exclusions of the Product Disclosure Statement

  • Travel Alert: Coronovirus update for all policies bought before 1 November 2020 Q:

    A:

    Published on 1 May 2020
    For all policies issued on or after 1 May 2020:

    On the 7th of January 2020, Chinese authorities confirmed that they had identified a new virus originating out of Wuhan in the Hubei Province. The new virus is a coronavirus which is a family of viruses that include the common cold and viruses such as SARS (Severe Acute Respiratory Syndrome) and MERS (Middle East Respiratory Syndrome). The World Health Organisation has identified the Caronavirus a public health emergency.

    Effective the 18th of March 2020 the Australian Government advised all Australians not to travel overseas until further notice. The Australian Government also recommends that Australians overseas return to Australia as soon as possible by commercial means.

    Overseas Medical Expenses and / or Emergency Medical Cover Whilst Cruising
    There is no cover for Overseas Medical Expenses claims related to the Caronavirus or any derivative or mutation of such viruses if you purchased your policy or travel bookings on or after the 18th of March 2020 as this is the date the Australian Government issued a nationwide advice not to travel.

    For Cancellation and other sections of the policy
    There is no cover for claims related to the Caronavirus or any derivative or mutation of such viruses (or arising directly or indirectly from these) as it relates to Pre-Trip Cancellation or Curtailment, Travel Delay and/or Hospital Cash.

    If you decide to change your travel plans, we suggest you talk with your travel agent or transport provider as soon as possible to minimise your out of pocket expenses.

    Claims Information
    In the event of a claim covered by your policy, you must do everything you can to minimise and reduce the cost of the claim (including seeking compensation from any travel service providers), and provide all supporting documentation of the event and expenses incurred.

    No two claims are the same and accordingly, claims are assessed on a case-by-case basis. The advice provided herein is of a general nature. Claims are assessed on their individual merits and are subject to the terms and conditions of the policy wording.

    CLAIMS RESPONSE TO CORONAVIRUS - TRAVEL CANCELLATION/ALTERATION

    CLAIMS RESPONSE TO CORONAVIRUS - TRAVEL CANCELLATION/ALTERATION

    Issued: 19/03/2020

    Effective the 18th of March 2020 the Australian Government advised all Australians not to travel overseas until further notice, issuing a Level 4 "Do Not Travel" warning, as a result of the Coronavirus outbreak. The Australian Government also recommends that Australians overseas return to Australia as soon as possible by commercial means.

    What does this mean for your travel insurance cover for policies and travel purchased before the 18th of March 2020 (09:00 AEST)?

    Section 1: Cancellation or postponement of trips before travel

    If your travel is affected and you wish to delay or cancel a trip within 8 weeks of the commencement of your journey we ask that you take the following steps:

    1. Contact the airlines to confirm that their flights have been cancelled and discuss potential alternative arrangements.
    2. Contact your travel agents or your airlines and/or accommodation providers to see what costs they will meet or refunds, amendments or credits they are prepared to provide.
    3. After taking these steps we encourage our customers to submit a claim form along with any supporting documentation of the event and expense incurred.

    Section 1: Curtailment (cutting your trip short) during travel:

    If you are overseas, there is cover for you to cut your trip short as a result of the Australian Government’s Level 4 "Do Not Travel" warning not to travel to any other country:

    • Cover is provided for reasonable, additional costs for travel and accommodation to return home, including a proportionate refund of unused and irrecoverable travel bookings and the original value of unused airfares which cannot be used (excluding airfares which you would have paid for to return home).
    • You must take all reasonable steps to limit or reduce your out of pocket expenses and we encourage you to speak with your travel agent/airline, accommodation providers and tour companies to reduce your out of pocket expenses. This includes investigating potential alternative travel arrangements.

    Section 2 - Overseas Medical Expenses:

    If you are already overseas, there is cover for your reasonable medical expenses as well as associated additional expenses such as accommodation) as a result of contracting the Coronavirus, unless your travel is contrary to a ‘Do Not Travel’ warning issued by the Australian Government on the DFAT Smart Traveller website for Australian travellers. It is a condition of the policy that you take all reasonable steps to minimize a claim.

    If you are overseas and need medical assistance, please call our 24 hour emergency assistance team immediately on +61 (0) 2 8907 5953 or by email at assist@worldtravelprotection.com.

    How to Submit a Claim

    1. Please complete the online claim form which you can access by clicking here
    2. When submitting claims please include the following Supporting Documentation:
      • Receipt of payment for flights/trip
      • Booking conditions of flights/trip (itinerary for flights, accommodation, tours)
      • Letter from Airlines /Tour Operators / Accommodation Providers confirming any refunds or applicable
      • Any Airline Tickets/Prepaid tickets (bus, rail etc)
      • Medical Certificates completed by your regular medical practitioner if the cancellation is due to medical reasons
      • Your passport and itinerary details
    3. Submit your claim to the claims managers Gallagher Bassett on +61 (0) 7 3005 1613 or brisclaims@gbtpa.com.au

    General Note:

    There is no cover if your travel is contrary to a ‘do not travel' warning issued by the Australian Government on the DFAT Smart Traveller website for Australian travellers. It is a condition of the policy that you take all reasonable steps to minimize a claim.

    All claims will be considered. No two claims are the same and accordingly, claims are assessed on a case-by-case basis. The advice provided herein is of a general nature. Claims are assessed on their individual merits and are subject to the terms and conditions of the policy wording.

    Any Questions?

    If you have a question regarding your claim or potential claim, please contact the claims managers Gallagher Bassett on +61 7 3005 1613 or travel@gbtpa.com.au

    For policies and travel purchased on or after the 18th of March 2020 (09:00 AEST):

    Travel insurance provides cover for unforeseen events only and therefore, there is no cover for amendment or cancellation costs related to the Coronavirus for travel booked after, or for policies purchased after the 18th of March 2020 (09h00 AEST).

    Important information for policyholders relating to the Coronavirus

    Important information for policyholders relating to Coronavirus

    On the 7th of January 2020, Chinese authorities confirmed that they had identified a new virus originating out of China. The new virus is a coronavirus which is a family of viruses that include the common cold and viruses such as SARS (Severe Acute Respiratory Syndrome) and MERS (Middle East Respiratory Syndrome). The World Health Organization is closely monitoring the situation. As the situation in Wuhan is rapidly evolving and information about the new coronavirus is still limited, the Australian Government recommends that you do not travel to the Hubei Province in China.

    We are aware of concerns around travel to this region and will continue to monitor the situation based on guidance issued by the relevant government travel bodies. We urge you to pay close attention to the local media and emergency services, including the DFAT Smart Traveller website for Australian travellers which you can access by clicking here.

    Section 1 - Pre-trip Cancellation/Postponement:

    For those travellers who have to cancel or change their travel plans to avoid travelling to a country or a region that is classified as "Do Not Travel" or where Government regulation specifically prevents you from entering a country or a region, cover may be available for cancellation or travel postponement costs provided your policy was purchased and your trip was booked before the date upon which the 'Do Not Travel' or the Government Regulation was issued.

    These countries / regions and dates are as follows:

    1. before 9.00am (AEST) on 22 January 2020 for travel to/from Hubei province;
    2. before 9.00am (AEST) on 2 February 2020 for travel to/from mainland China;
    3. before 9.00am (AEST) on 29 February 2020 for travel to/from mainland Iran;
    4. before 9.00am (AEST) on 11 March 2020 for travel to/from the region of Lombardy in Italy; and
    5. before 9.00am (AEST) on 12 March 2020 for travel to/from the following additional parts of Italy: the provinces of Modena, Parma, Piacenza, Reggio nell' Emilia, Rimini, Pesaro and Urbino, Alessandria, Asti, Novara, Verbano-Cusio-Ossola, Vercelli, Padova, Treviso, and Venezia.

    There is no cover due to disinclination to travel, your personal wishes or the disinclination to travel on the part of any other person upon whom your travel depends unless the Australian Government either issues a regulation that stops you from travelling, or issues a level 4 warning "do not travel" advising against travel to your destination.

    If you wish to cancel your travel plans, please contact your service provider. Airlines, accommodation providers and tour companies may provide refunds, credit notes or alter your bookings without charging additional fees. You must take all reasonable steps to limit or reduce your out of pocket expenses and we encourage you to speak with your travel agent/provider in this regard. To submit a claim, please contact the claims managers, Gallagher Basset per the contact details below.

    Section 1 - Cancellation during travel:

    For those travellers transiting through countries or regions that are now classified by DFAT as "Do Not Travel" or where a Government regulation prevents you from entering a country or a region, cover may be available for reasonable additional costs for travel and accommodation, a proportionate refund of unused and irrecoverable travel bookings to curtail your travel or to avoid travelling to the following affected regions, provided the country was not deemed "Do Not Travel" or the Government regulation was not in force at the time you commenced your trip.

    If you wish to cancel your travel plans, please contact your service provider. Airlines, accommodation providers and tour companies may provide refunds, credit notes or alter your bookings without charging additional fees. You must take all reasonable steps to limit or reduce your out of pocket expenses and we encourage you to speak with your travel agent/provider in this regard.

    For all other areas, there is no cover due to your disinclination to travel, your personal wishes or the disinclination to travel on the part of any other person upon whom your travel depends unless the Australian Government either issues a regulation that stops you from travelling, or a level 4 warning "do not travel" is issued advising against travel to your destination.

    To submit a claim, please contact the claims managers, Gallagher Basset per the contact details below.

    Section 2 - Overseas Medical Expenses:

    If you are overseas and need medical assistance, please call our 24 hour emergency assistance team immediately on +61 (0) 2 8907 5953 or by email at assist@worldtravelprotection.com.au.

    Claims Information

    In the event of a claim covered by your policy, you must do everything you can to minimise and reduce the cost of the claim (including seeking compensation from any travel service providers), and provide all supporting documentation of the event and expenses incurred.

    Travel insurance provides cover for unforeseen events only and therefore, there is no cover for amendment or cancellation costs for travel to the following regions and / or countries booked after, or for policies purchased after, the following dates as the outbreak of the Coronavirus in each place is no longer deemed an unforeseen event:

    These countries / regions and dates are as follows:

    1. before 9.00am (AEST) on 22 January 2020 for travel to/from Hubei province; and
    2. before 9.00am (AEST) on 2 February 2020 for travel to/from mainland China.
    3. before 9.00am (AEST) on 29 February 2020 for travel to/from mainland Iran
    4. before 9.00am (AEST) on 11 March 2020 for travel to/from the region of Lombardy in Italy; and
    5. before 9.00am (AEST) on 12 March 2020 for travel to/from the following additional parts of Italy: the provinces of Modena, Parma, Piacenza, Reggio nell' Emilia, Rimini, Pesaro and Urbino, Alessandria, Asti, Novara, Verbano-Cusio-Ossola, Vercelli, Padova, Treviso, and Venezia.

    If you decide to change your travel plans, we suggest you talk with your travel agent or transport provider as soon as possible to minimise your out of pocket expenses. If you travel to a country affected by the Coronavirus (China) and contract the virus, there is no cover for overseas medical expenses.

    General Note

    No two claims are the same and accordingly, claims are assessed on a case-by-case basis. The advice provided herein is of a general nature. Claims are assessed on their individual merits and are subject to the terms and conditions of the policy wording.

    Any Questions?

    If you have a question regarding your claim or potential claim, please contact the claims managers Gallagher Bassett on +61 7 3005 1613 or brisclaims@gbtpa.com.au

  • When does my cover start and end? Q:

    A:

    If you pay for your policy online we'll send you an immediate confirmation by email including your Certificate of Insurance and Product Disclosure Statement (including Policy Wording).

    Cover for Section 1, Cancellation Fees & Lost Deposits begins on the start date shown on your Certificate of Insurance or the date you booked your journey, whichever is the later and finishes at the end of your journey, 90 days from the commencement of your journey or on the end date shown on your Certificate of Insurance whichever occurs earlier. The cover for all other sections starts at the beginning of your journey or the start date shown on your Certificate of Insurance, whichever occurs later, and finishes at the end of your journey, 90 days from the commencement of your journey or on the end date shown on your Certificate of Insurance whichever occurs earlier.

    Please note: The maximum period for any one journey is 90 days and is shown on your Certificate of Insurance. You are not covered for any incident or event that arises outside of the maximum trip duration.

  • I am currently overseas and have no insurance - can I still purchase a policy? Q:

    A:

    No. Our policies can only be purchased before you commence your trip, while you are still in Australia.

  • Am I covered if I work overseas? Q:

    A:

    Our travel insurance is designed for the leisure traveller and also business people travelling overseas for business purposes. It is not designed to cover events linked to employment overseas. Please refer to the GENERAL EXCLUSIONS contained in the PDS. In particular General Exclusions 3 ( Check when PDS finished) which excludes claims arising directly or indirectly from, or in any way connected with, you engaging in manual work in conjunction with any profession, business or trade during your journey.

  • Are there any age restrictions in the policy? Q:

    A:

    Cover is available to travellers aged 90 years and under. If you are aged 75 years and over you will be guided through our online medical assessment prior to policy purchase.

    We have the absolute right to accept or decline cover or impose special conditions such as an additional premium or excess.

  • What do I do if I think I may have a pre-existing medical condition? Q:

    A:

    If you click 'Yes' to 'Pre-existing medical condition?', our online pre-existing medical assessment will take you through the process. You can also check the definition of pre-existing medical condition in the PDS, or in the list below to see if you have a pre-existing medical condition. If you are still unsure, please contact us.

    Pre-existing medical condition means a medical or dental condition of which you were aware of:

    1. Prior to the time of the policy being issued:
      1. you have not yet sought a medical opinion regarding the cause; or
      2. are currently under investigation to define a diagnosis; or
      3. are awaiting specialist opinion. OR
    2. Prior to the time of the policy being issued that involves:
      1. surgery involving any joints, the back, spine, brain or abdomen requiring at least an overnight stay in hospital
      2. your heart, brain, circulatory system/blood vessels; or
      3. your lung or chronic airways disease; or
      4. cancer; or
      5. back pain requiring prescribed pain relief medication; or
      6. Diabetes Mellitus (Type 1 or Type 2); OR
    3. In the 24 months prior to the time of the policy being issued:
      1. for which you have been in hospital or emergency department or day surgery; or
      2. for which you have been prescribed a new medication or had a change to your medication regime; or
      3. requiring prescription pain relief medication; OR
    4. Prior to the time of the policy being issued that is:
      1. pregnancy; or
      2. connected with your current pregnancy or participation in an IVF program.
  • How much does it cost to add cover for my pre-existing medical condition(s) to my travel insurance policy? Q:

    A:

    It depends on your condition(s), their severity and other related factors. The website will enable you to obtain a quote or alternatively you can contact us to find out the applicable premium.

  • What happens if I purchase my travel insurance policy and a new medical condition develops? Would I need to pay an additional premium? Q:

    A:

    If you have already purchased your travel insurance policy, then any new medical condition that arises after that date is not considered a pre-existing medical condition and you would not need to pay an additional premium, subject to the terms, conditions, exclusions and limitations listed in the PDS.

  • What if it is an emergency? Q:

    A:

    For emergency assistance anywhere in the world at any time, Fullerton Emergency Assistance* is only a telephone call away. The team will help with medical problems, locating nearest medical facilities, your evacuation home if medically necessary, locating nearest embassies and consulates, as well as keeping you in touch with your family and work in an emergency.

    If you are hospitalised, you or a member of your travelling party, MUST contact the assistance team as soon as possible. If you do not, we will not pay for these expenses or for any evacuation or airfares that have not been approved or arranged by the assistance service.

    If you are not hospitalised but you are being treated as an outpatient and the total cost of such treatment will exceed $2,000, you MUST contact us.

    Please note that we will not pay for any hospital or medical costs incurred in Australia.

    The emergency assistance service is available 24 hours a day, 7 days a week.

    You can contact Fullerton Emergency Assistance by calling: Tel: +61 (0) 2 9312 5168

    * Fullerton Emergency Assistance is one of Australia's leading suppliers of travel insurance and medical assistance. The headquarters is located in Sydney. The purpose-built Global Response Centre is an environment that operates 24 hours, 365 days a year, and is supported by sophisticated telecommunications and information technology systems. The assistance team consists of in-house specialists including doctors, registered nurses, aero medical experts, mechanics, property experts, legal advisers, travel experts, support personnel, as well as access to multilingual staff and translation services.

    If your policy was purchased before 1 November 2020 please contact:

    World Travel Protection
    Tel: +61 (0) 2 8907 5953 (medical emergencies only)
    Email: assist@worldtravelprotection.com

  • Do I have to pay the bill for medical claims and claim when I get back? Q:

    A:

    If you have received medical treatment, you must obtain a medical certificate advising of the injury, illness or sickness and the treatment received as well as the bank details, if possible. Medical expenses can be very expensive in some countries and circumstances. You MUST contact the 24-hour Emergency Assistance service as soon as possible who will speak to the medical facility on your behalf and can authorise payment. You can also the Emergency Assistance service (Fullerton Assistance) should you require any help on medical matters. Please also refer to "What if it is an emergency?" above.

  • Do I have to complete the "Medical Certificate" of the Claim Form? Q:

    A:

    If your claim relates to cancellation or medical expenses arising from injury, sickness or death, the usual treating doctor in Australia must complete this section of the form.

  • Do I have to wait until I am back in Australia to claim? Q:

    A:

    You can submit a claim upon your return to Australia or whilst still on your trip. Our claims consultants are able to email claim forms to you, however you will still be required to provide original supporting documentation (e.g. receipts) by post.

  • What is the excess? Q:

    A:

    A standard excess is the amount which will be deducted from any claim paid to you under the sections of your policy to which an excess applies. If any additional excess applies to your policy, the amount will be shown on the Certificate of Insurance, Medical Terms of Cover Letter or advised to you in writing before the Certificate is issued to you.

  • What happens after I have been evacuated to Australia? Q:

    A:

    Medical cover under this policy ends upon safely repatriating you to home soil, from which point the local healthcare system will provide you with any further treatment you require.

  • I do not have receipts for my luggage and personal effects. Can I still claim? Q:

    A:

    Yes, you can still claim. We understand that you might not be able to provide receipts for each and every item. However, you still have to provide evidence of ownership. You may submit photographic evidence in conjunction with warranty cards, manuals, receipts, bank or credit card statements to support your proof of ownership. If purchased in Australia you can ask the seller for a copy of the tax invoice which, by law, they are required to retain copies of for 7 years in addition to recording the name and address of the purchaser for sales of $1,000 and over.

  • How am I assured of a fair decision when making a claim? Q:

    A:

    We proudly support the General Insurance Code of Practice. The purpose of the Code is to raise standards of practice and service in the general insurance industry. If we decline your claim you can request a review. If we continue to decline your claim, you may refer this decision to one of our trained Internal Dispute Resolution Officers, who have appropriate experience, knowledge and authority in relation to complaints handling. If this does not resolve the matter, you can contact the Australian Financial Complaints Authority (AFCA) which is an independent body that operates nationally in Australia and aims to resolve certain insurance disputes. This service is free of charge to customers. Please refer to the heading DISPUTE RESOLUTION PROCESS in the IMPORTANT MATTERS section of the PDS.

For more info see our FAQs and Product Disclosure Statement.