Frequently Asked Questions

There are many things to consider when travelling overseas, including passports, tickets, exchange rates, accommodation and what to pack. While overseas travel can be an exciting prospect, there can be situations where things may go wrong and travellers find themselves needing urgent medical assistance, help with replacing lost luggage and/or assistance with making an urgent trip home, to name but a few. This is where travel insurance can help. You should read the PDS thoroughly before you purchase travel insurance to ensure it meets your needs and provides the appropriate level of cover. We've all heard the horror stories of people losing their money, passport and sometimes all of their luggage, leaving them stranded far from home. Or worse, being injured or getting sick in a remote part of the world. If you can't afford the insurance, you can't afford the trip.

What would happen if you were run over in rural Thailand, broke your leg in Africa or you where injured in a car accident in the United States? The average hospital bed in the United States costs approximately $2,000USD per day! The cost to repatriate you from anywhere in the world is at least $50,000AUD. Contemplate having no travel insurance if you take ill – wherever you're planning to travel to.

You should carefully read the fine print when you see advertisements offering free travel insurance when you pay for the trip with your credit or charge card. It is not always comprehensive travel insurance that you are being offered. The insurance will usually be provided to the individual cardholder, and will cover immediate family if they are travelling together or if their travel itinerary is identical. To qualify for the insurance, cardholders normally need to purchase the return airfare on their credit card or spend a certain dollar amount while overseas. Don’t assume that the cover is comprehensive just because it is attached to a premium card.

Cover is only available if:

 

• You are a citizen or permanent Resident of Australia; and
• You purchase your policy before you commence your Journey; and
• Your journey commences and ends in Australia.

Yes. Age Limits are as at the date of issue of your Certificate of Insurance.

 

PLANS A, B, C & E

Available to travellers of all ages.

 

Travellers 80-89 years of age

Cover is available subject to the following conditions:

 

• A $2,000 Excess applies for all claims Arising from, related to or associated with an Injury or Sickness. For all other claims, refer to the “Excess” heading in the ‘Important Matters’ section of the PDS.

 

• Claims Arising from, related to or associated with an Injury or Sickness under:

   

  - Policy Section 1 (Cancellation Fees & Lost Deposits)

  - Policy Section 2 (Overseas Emergency Medical Assistance)

  - Policy Section 3 (Overseas Emergency Medical & Hospital Expenses)

  - Policy Section 4 (Additional Expenses)

   

  are limited to a maximum of $40,000 for all claims combined under all (not each) of the above Policy Sections.

 

Travellers 90 years of age and over

Cover is available subject to the following conditions:

 

• A $5,000 Excess applies for all claims Arising from, related to or associated with an Injury or Sickness. For all other claims, refer to the “Excess” heading in the ‘Important Matters’ section of the PDS.

 

• Claims Arising from, related to or associated with an Injury or Sickness under:

   

  - Policy Section 1 (Cancellation Fees & Lost Deposits)

  - Policy Section 2 (Overseas Emergency Medical Assistance)

  - Policy Section 3 (Overseas Emergency Medical & Hospital Expenses)

  - Policy Section 4 (Additional Expenses)

   

  are limited to a maximum of $30,000 for all claims combined under all (not each) of the above Policy Sections.

 

PLAN D, F & G

Available to travellers 59 years of age and under.

Destination	Geographical Region
Australia (including Thursday Island)	REGION 1
American Samoa, Ashmore & Cartier Islands, Bali, Christmas Island, Cocos (Keeling) Island, Cook Islands, Fiji, French Polynesia, Guam, Heard Island & McDonald Island, Kiribati, Marshall Island, Micronesia, Nauru, New Caledonia, New Zealand, Niue, Norfolk Island, Northern Mariana Islands, Palau, Papua New Guinea, Pitcairn, Samoa, Solomon Islands, Tokelau, Tonga, Tuvalu, Vanuatu and Wallis & Futuna Islands.	REGION 2
You must choose Region 3 if you are going on a cruise on a sea or ocean in Regions 1 or 2. You will not have cover under this policy if you select Region 1 or 2 and go on a cruise. NOTE: If you are travelling on a domestic cruise in Australian waters, Medicare or your private health fund may not cover you for your medical and dental expenses. Unless you purchase Plan A, D or E (selecting Region 3), cover will not be provided for medical transfer or evacuation (for example, by helicopter) if you need to be transported to the nearest Hospital for emergency medical treatment.	REGION 3
Asia (excluding Russian Federation, Japan, Bali and Indonesia)	REGION 4
You must choose Region 5 if you are going on a cruise on a sea or ocean for 4 nights or more in Region 4. If the duration of your cruise is less than 4 nights, you must choose Region 4. You will not have cover under this policy if you select Region 4 and go on a cruise for 4 nights or more.	REGION 5
Europe, Russian Federation and United Kingdom	REGION 6
You must choose Region 7 if you are going on a cruise on a sea or ocean for 4 nights or more in Region 6. If the duration of your cruise is less than 4 nights, you must choose Region 6. You will not have cover under this policy if you select Region 6 and go on a cruise for 4 nights or more.	REGION 7
North, Central & South America (including Hawaii and the Caribbean), Africa, Japan, Middle East, Antarctica, Sub-Antarctic Islands and any other destination not listed above.	REGION 8
You must choose Region 9 if you are going on a cruise on a sea or ocean for 4 nights or more in Region 8. If the duration of your cruise is less than 4 nights, you must choose Region 8. You will not have cover under this policy if you select Region 8 and go on a cruise for 4 nights or more.	REGION 9

 

 

Plan A (Comprehensive), Plan D (Snow Cover) & Plan E (Standard)

You must nominate the applicable Geographical Region for your Journey. Please note that under Plans A, D or E, Region 1 cannot be selected as these Plans are designed for travel Overseas. However, you will have cover for certain Policy Sections under Plans A, D & E while travelling in Australia – see below for details. Please contact us if there is any uncertainty as to which Geographical Region applies.

 

If you are travelling to multiple destinations which are in different Geographical Regions, you must select the highest Geographical Region (Region 1 being the lowest Geographical Region, 7 the highest), as this will cover travel in each of the lower Geographical Regions.

 

Example:

If you are travelling to Papua New Guinea, Philippines and Europe, you must select Region 5. You will then have cover for all destinations listed under Regions 1 to 5.

 

Cover for any loss you suffer must occur in the Geographical Region (or any lower Geographical Region) you have selected. However, stopovers of 2 nights in Regions 4 to 6 are permitted (stopovers in Region 3 and Region 7 are not permitted).

 

Example:

If you are travelling to Bali (and have accordingly selected Region 2 as the Geographical Region), you will have cover for all destinations listed under Regions 1 & 2, as well as up to 2 nights stopover in any of the destinations listed under Regions 4 to 6.

 

While you are travelling in Australia (destination must be a minimum of 250km from Home), you will only have cover under Policy Sections 1, 4, 6, 11, 13, 15 & 16. If you have purchased Plan D, you will also have cover under Policy Sections 19-23 while travelling in Australia (destination must be a minimum of 250km from Home).

 

 

Plan B (Domestic)

Geographical Region is fixed at Region 1 – Domestic.

 

Cover for any loss you suffer must occur in this Geographical Region. There is no cover for stopovers in a higher Geographical Region.

 

Plan C (Cancellation & Luggage)

Geographical Region defaults to Region 6 - Worldwide, regardless of the destinations you are travelling to.

 

Plan F (Multi Trip Asia Pacific)

Geographical Region is fixed at Region 5 - Asia Cruise.

 

Plan G (Multi Trip Worldwide)

Geographical Region is fixed at Region 9 - Worldwide Cruise.

You can only purchase a policy if your Journey will commence and end in Australia, and you must purchase the policy before you commence your Journey. The period of cover for your policy cannot exceed 12 months – this applies to all Plans.

If you hold an open ticket and are not able to provide a definitive return date (although you will be returning to Australia within 12 months), cover can be issued for the anticipated period of the Journey. If an extension of cover is required, you must request this prior to your original policy’s expiry date. Extensions of cover are subject to our written approval, and payment of an additional premium. Refer to FAQ 10 for further details.

 

For the purpose of this insurance:

 

“Journey” means your journey from the time when you leave your Home to go directly to the place you depart from on your travels, and ends when you return to your Home.

 

“Home” means the place where you normally live in Australia.

 

Under Plans A, B, C, D & E cover is only provided for the one Journey.

You may extend your cover free of charge if you find that your return to Australia has been delayed because of one or more of the following:

 

• a bus line, airline, shipping line or rail authority you are travelling on, or that has accepted your fare or Luggage and Personal Effects, is delayed; or

• the delay is due to a reason for which you can claim under your policy (subject to our written approval).

 

If the delay is for any other reason, we must receive your request to extend cover at least 7 days before your original policy expires if you send your request by post. All other requests to extend cover must be received prior to your original policy expiry date. Cover will be extended subject to our written approval, and your payment of the additional premium.

 

Where we have agreed to extend cover, we will issue you with a new Certificate of Insurance. The period of cover on your new Certificate cannot exceed 12 months.

 

Extensions of cover are not available:

 

• for medical conditions you suffered during the term of your original policy; or

• where you have not advised us of any circumstances that have given (or may give) rise to a claim under your original policy; or

• under Plan A (Comprehensive), Plan B (Domestic), Plan C (Cancellation & Luggage) & Plan E (Standard), where at the time of extension you are aged 80 years or over; or

• under Plan D (Snow Cover), where at the time of extension you are aged 60 years or over.

You may purchase a travel insurance policy up to 12 months prior to your departure date.

You may purchase a travel insurance policy up to 12 months prior to your departure date. If you purchase a policy, you must do so before you commence your Journey, while you are still in Australia.

 

Cover for cancellation fees and lost deposits (Policy Section 1) begins as soon as you have paid your premium and the policy is issued. The rest of your cover starts on your date of departure (as noted on the Certificate of Insurance), but the cancellation cover will take effect immediately. For this reason, it is recommended you take out cover as soon as possible. If you do not have e-mail access, please allow time for postage.

No. Our policies must be purchased before you commence your Journey while you are still in Australia.

Our travel insurance is designed for the leisure traveller and persons who are employed in Australia travelling overseas for business purposes. It does not cover events linked to employment overseas. In most circumstances, if you suffer an injury on-the-job, you may be entitled to seek compensation from your employer in the first instance.

For the purpose of this insurance:

 

“Dependant” means your children or grandchildren not in full time employment who are under the age of 21 and travelling with you on the Journey.

 

Single policies cover you and your Dependants travelling with you.

Duo policies cover you and your Travelling Companion – they do not provide cover for Dependants. You are issued one Certificate of Insurance; however, you are both covered as if you are each insured under separate policies with Single policy benefits per insured person. Duo cover is not available under Plan C.

No – you don’t need to be related.

For the purpose of this insurance:

 

“Dependant” means your children or grandchildren not in full time employment who are under the age of 21 and travelling with you on the Journey.

 

“Family” means you, your spouse (or legally recognised de facto) and your Dependants.

 

Family policies cover you and the members of your Family travelling with you. The benefit limits for Family policies apply to the total of all claims combined, regardless of the number of persons the claims relate to. Family cover is not available under Plan C.

 

Dependants are your children or grandchildren not in full time employment, who are under the age of 21. In order to be classed as a Dependant, the child must be travelling with their parent or grandparent at all times.

Yes – up to 10 Dependants can be included on the policy, and they are covered for free.

No – Dependants can only be included on Single and Family policies.

Yes – up to 10 Dependants can be included on the policy, and they are covered for free.

Before you enter into this policy with us, the Insurance Contracts Act 1984 (Cth) requires you to provide us with the information we need to enable us to decide whether and on what terms your proposal for insurance is acceptable and to calculate how much premium is required for your policy. You will be asked various questions when you first apply for your policy.

 

When you answer these questions, you must:

 

• give us honest and complete answers;

 

• tell us everything you know; and

 

• tell us everything that a reasonable person in the circumstances could be expected to tell us.

 

If you vary, extend, reinstate or replace the policy your duty is to tell us before that time, every matter known to you which:

 

• you know; or

 

• a reasonable person in the circumstances could be expected to know, is relevant to our decision whether to insure you and whether any special conditions need to apply to your policy.

 

You do not need to tell us about any matter that:

 

• diminishes our risk;

 

• is of common knowledge;

 

• we know or should know as an insurer; or

 

• we tell you we do not need to know.

 

 

Who does the duty apply to?

Everyone who is insured under the policy must comply with the Duty of Disclosure.

 

What happens if you or they breach the duty?

If you or they do not comply with the Duty of Disclosure, we may cancel the policy or reduce the amount we pay if you make a claim. If fraud is involved, we may treat the policy as if it never existed and pay nothing.

If you do decide that you do not want this policy, you may cancel it within 14 days after you are issued your Certificate of Insurance and PDS. You will be given a full refund of the premium you paid, provided you have not started your Journey and you do not want to make a claim or to exercise any other right under the policy. After this period you can still cancel your policy but there will not be any refund of the premium if you do.

This insurance is underwritten by Allianz Australia Insurance Limited (Allianz), and issued and managed by AGA Assistance Australia Pty Ltd, ABN 52 097 227 177, AFSL 245631 trading as Allianz Global Assistance.

 

For more information on the relationship between the providing entities and the financial services they provide, please read the Financial Services Guide.

 

To contact us regarding the travel insurance policy, please use the details below:

 

Sales & General Enquiries

Fast Cover

Telephone: 1300 409 322

 

Claims

Allianz Global Assistance

Telephone: 1300 725 154

Website: www.travelclaims.com.au/fastcover

 

24 hour Emergency Assistance

Allianz Global Assistance

Australia: 1800 010 075

Reverse charge from overseas: +61 7 3305 7499

This refers to Policy Section 1 (Cancellation Fees and Lost Deposits), and covers your cancellation fees and lost deposits for travel and accommodation arrangements that you have paid in advance and you cannot recover in any other way if your Journey is cancelled or shortened due to unforeseen circumstances neither expected nor intended by you, or which are outside your control.

 

There is provision to claim for a variety of reasons, including becoming redundant, being called for jury duty, the death of a close relative, sickness, injuries and natural disasters. However, if you merely change plans, there is no cover.

 

PLEASE NOTE:

 

• “specified items” refers to Luggage and Personal Effects that have been listed as covered on your Certificate of Insurance with a nominated sum insured.

 

• “unspecified items” refers to Luggage and Personal Effects that have not been listed as covered on your Certificate of Insurance with a nominated sum insured

 

Please refer to the ‘Table of Benefits’ section of the PDS for the maximum benefit limits applicable to each Plan.

 

Within the maximum benefit limits in each Plan, the maximum amount each item is covered for (i.e. the item limit) is:

 

• $3,000 for personal computers, video recorders or cameras

• $1,000 for mobile phones (including PDAs and any items with phone capabilities)

• $750 for all other unspecified items

 

A pair or related set of items for example - but not limited to:

 

• a camera, lenses (attached or not), tripod and accessories;

• a matched or unmatched set of golf clubs, golf bag and buggy;

• a matching pair of earrings;

 

are considered as only one item for the purpose of this insurance, and the appropriate single item limit will be applied.

 

 

Additional cover can be purchased under Plans A, B & D for specified items up to a total amount of $5,000 by paying an additional premium. You cannot purchase increased cover for jewellery or Snow Sport Equipment. There is no cover for bicycles or watercraft (other than surfboards) under the policy. These items must not be specified and cover will not be provided for them.

 

The standard item limits noted above will not apply to these specified items. Your nominated limit for “Specified Luggage & Personal Effects Cover” will be shown on your Certificate of Insurance. Receipts and/or valuations must be provided in the event of a claim. This Additional Option is not available under Plan C or Plan E.

Yes – provided you hold a current Australian motorcycle licence. If you are travelling as a passenger on a motorcycle, cover is available if the person in control of the motorcycle holds a current motorcycle licence valid for the country you are travelling in. All other claims which Arise from being in control of a Motorcycle or being a passenger travelling on a Motorcycle are not covered under the policy.

Yes – provided you hold a current Australian motorcycle or drivers licence. If you are travelling as a passenger on a scooter or moped, cover is only available if the person in control of the scooter or moped holds a current motorcycle or drivers licence valid for the country you are travelling in. All other claims which Arise from being in control of a Moped or Scooter or being a passenger travelling on a Moped or Scooter are not covered under the policy.

Yes – provided you hold an open water diving licence issued in Australia or you are diving under licensed instruction. All other claims which Arise because you dive underwater using an artificial breathing apparatus are not covered under the policy.

In the event of an act or threat of terrorism, there is no cover under the following Policy Sections:

 

• Policy Section 1 – Cancellation Fees & Lost Deposits,

• Policy Section 13 – Travel Delay

• Policy Section 14 – Alternative Transport Expenses

 

However, if you have purchased Plan A, D or E, cover is available for all necessary medical/hospital expenses, including bringing you Home. This only applies to the Plans listed above, as there is no cover for medical/hospital expenses or repatriation under Plan B or Plan C.

Travel insurance is not an alternative for health insurance. Under law, Residents of Australia are already entitled to treatment under existing public or private healthcare entitlements.

If you are going away for an extended period, it may be worth contacting your private health insurance provider. Some health insurers will allow the suspension from as short a timeframe as two weeks, but the amount of time and effort would probably make this an expensive exercise. However, if you're going away for a number of months, it may be a worthwhile consideration. You may need to provide documentary evidence (such as your passport and your ticket) that you will be out of the country for the specified period. Contact your private health insurance provider for more information.

Under Plans A, C, D and E, cover is included for emergency dental treatment that you incur overseas, which the treating dentist certifies in writing is for the relief of sudden and acute pain to sound and natural teeth, up to a maximum amount of $500 per person. Plan B does not include Policy Section 3 (Overseas Emergency Medical & Hospital Expenses).

If you have purchased Plan A, D or E, cover is available for your medical transfer or evacuation if you must be transported to the nearest hospital for emergency medical treatment overseas or be brought back to Australia with appropriate medical supervision. Cover is also available under these Plans for the return to Australia of your Dependants if they are left without supervision following your hospitalisation or evacuation. All expenses for medical evacuation must first be approved by us. This only applies to the Plans listed above, as there is no cover for medical/hospital expenses or repatriation under Plan B or Plan C.

If you are hospitalised you, or a member of your travelling party, MUST contact us as soon as possible. If you do not, these expenses will not be covered, nor will any evacuation or airfares that have not been approved or arranged by us. If you are not hospitalised but you are being treated as an outpatient and the total cost of such treatment will exceed AUD $2,000, you MUST contact us. In any event, if you intend to do something that you will claim for later, please contact us first to obtain our approval.

No – there is no cover under any circumstances if your claim arises from, is related to or associated with:

 

• an actual or likely Epidemic or Pandemic; or

• the threat of an Epidemic or Pandemic.

 

Nor is there any cover if your claim arises because you did not follow advice in the mass media or any government or other official body’s warning:

 

• against travel to a particular country or parts of a country; or

• of a strike, riot, bad weather, civil protest or contagious disease (including an Epidemic or Pandemic),

 

and you did not take appropriate action to avoid or minimise any potential claim under your policy (including delay of travel to the country or part of the country referred to in the warning).

 

Refer to www.who.int and www.smartraveller.gov.au for further information.

You should discuss your travel plans with your doctor prior to your trip, as well as referring to your chosen airline’s pre-flight terms and conditions. In relation to this travel insurance policy, there is no cover available for pregnancy, childbirth or related complications (General Exclusion 20).

Pre-existing Medical Condition (or “pre-existing condition”) means:

 

1. An ongoing medical or dental condition of which you are aware, or related complication you have, or the symptoms of which you are aware;

2. A medical or dental condition that is currently being, or has been investigated, or treated by a health professional (including dentist or chiropractor) at any time, in the past, prior to policy purchase;

3. Any condition for which you take prescribed medicine;

4. Any condition for which you have had surgery;

5. Any condition for which you see a medical specialist; or

6. Pregnancy

 

This definition applies to you, your Travelling Companion, a Relative or any other person.

You automatically have cover if your Pre-existing Medical Condition is described below, provided that you have not been hospitalised (including Day Surgery or Emergency Department attendance) for that condition in the past 24 months.

 

1. Acne
2. Allergies, limited to Rhinitis, Chronic Sinusitis, Eczema, Food Intolerance, Hay Fever
3. Asthma – providing that you are less than 60 years of age, and have no other lung disease.
4. Bell’s Palsy
5. Benign Positional Vertigo
6. Bunions
7. Carpal Tunnel Syndrome
8. Cataracts
9. Coeliac Disease
10. Congenital Blindness
11. Congenital Deafness
12. *Diabetes Mellitus (Type I) – providing you:
    1. were diagnosed over 12 months ago,
    2. have no eye, kidney, nerve or vascular complications,
    3. do not also suffer from a known cardiovascular disease, Hypertension, Hyperlipidaemia or Hypercholesterolaemia, or
    4. are under 50 years of age as at date of policy purchase
13. *Diabetes Mellitus (Type II) – providing you were:
    1. diagnosed over 12 months ago,
    2. have no eye, kidney, nerve or vascular complications, or
    3. do not also suffer from a known cardiovascular disease, Hypertension, Hyperlipidaemia or Hypercholesterolaemia
14. Dry Eye Syndrome
15. Epilepsy – providing there has been no change to your medication regime in the past 12 months
16. Folate Deficiency
17. Gastric Reflux
18. Goitre
19. Glaucoma
20. Graves’ Disease
21. Hiatus Hernia
22. *Hypercholesterolaemia (High Cholesterol) – Provided you do not also suffer from a known cardiovascular disease and/or Diabetes
23. *Hyperlipidaemia (High Blood Lipids) - Provided you do not also suffer from a known cardiovascular disease and/or Diabetes
24. *Hypertension (High Blood Pressure)– Provided you do not also suffer from a known cardiovascular disease and/or Diabetes
25. Hypothyroidism, including Hashimoto’s Disease
26. Impaired Glucose Tolerance
27. Incontinence
28. Insulin Resistance
29. Iron Deficiency Anaemia
30. Macular Degeneration
31. Meniere’s Disease
32. Migraine
33. Nocturnal Cramps
34. Osteopaenia
35. Osteoporosis
36. Pernicious Anaemia
37. Plantar Fasciitis
38. Raynaud’s Disease
39. Sleep Apnoea
40. Solar Keratosis
41. Trigeminal Neuralgia
42. Trigger Finger
43. Vitamin B12 Deficiency

 

* Diabetes (Type I and Type II) , Hypertension, Hypercholesterolaemia and Hyperlipidaemia are risk factors for cardiovascular disease. If you have a history of cardiovascular disease, and it is a Pre-existing Medical Condition, cover for these conditions is also excluded.

 

If your condition is not described in this list, or hospitalisation has occurred, we will not pay any costs Arising from, related to or associated with that condition under the following Policy Sections:

 

• Section 1 - Cancellation Fees & Lost Deposits

• Section 2 - Overseas Emergency Medical Assistance

• Section 3 - Overseas Emergency Medical & Hospital Expenses

• Section 4 - Additional Expenses (applies to “We will pay” [a] & [b] only)

• Section 5 - Hospital Cash Allowance

 

This means that we will not pay:

 

• your medical expenses whatsoever

• your evacuation or repatriation to Australia

• your trip cancellation or rearrangement costs

• any additional or out of pocket expenses (including additional travel and accommodation expenses).

 

Warfarin Use:

Please note that taking the medication Warfarin (also known under the brand names of Coumadin, Jantoven, Marevan and Waran) has a complex range of serious complications and side effects and is General Exclusion 17 in the “General Exclusions Applicable to all Sections” section of the PDS. This means that we will not pay for any conditions that are otherwise covered.

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.

 

Please note that only the Pre-existing Medical Conditions listed under FAQ 40 above are covered – provided that you have not been hospitalised (including Day Surgery or Emergency Department attendance) for that condition in the past 24 months.

If, as a result of a Pre-existing Medical Condition, a Relative of yours is hospitalised in Australia or New Zealand or dies in Australia or New Zealand after the policy is issued, and at the time of policy issue you were unaware of the likelihood of such hospitalisation or death, the following cover is available:

 

Policy Section 1 – Cancellation Fees & Lost Deposits (Plans A, B, C, D & E)

 

• Your cancellation fees and lost deposits for travel and accommodation arrangements that you have paid in advance and cannot recover in any other way if your Journey is cancelled or shortened at any time through circumstances neither expected nor intended by you or outside your control.

 

 

Policy Section 4 – Additional Expenses (Plans A, B, D & E only)

 

• Reimbursement of the Reasonable additional cost of your return to Australia. Only the cost of the fare class you had planned to travel at is covered, subject to the limits below.

 

• Reimbursement of your airfares for you to return to the place you were when your Journey was interrupted, if you return to your Home.

 

 

The maximum payable under each of the above Policy Sections is:

 

• $2,000 for Single policies

• $2,000 per person for Duo policies

• $4,000 for Family policies

 

Wherever claims are made by you under Policy Section 1 and Policy Section 4 for cancelled services/facilities or alternative arrangements for the same or similar services/facilities, only the higher of the two amounts will be paid, not both.

You must give us notice of your claim as soon as possible by completing a claim form. The claim form must be fully completed by you, and posted to the address shown on the claim form, otherwise we cannot process your claim. If you do not, your claim may be reduced by the amount of prejudice the insurer has suffered because of the delay.

 

You must:

 

• give us any information we reasonably ask for to support your claim at your expense, such as, but not limited to, police reports, valuations, medical reports, original receipts or proof of ownership. If required, we may ask you to provide us with translations into English of such documents to enable us to carry out our assessment of your claim.

• co-operate with us at all times in relation to the provision of supporting evidence and such other information as we may reasonably require.

• for medical, Hospital or dental claims – contact Allianz Global Assistance as soon as possible.

• for loss or theft of your Luggage and Personal Effects – report it immediately to the police and obtain a written notice of your report.

• for damage or misplacement of your Luggage and Personal Effects caused by the airline or any other operator or accommodation provider – report the damage or misplacement to an appropriate official and obtain a written report, including any offer of settlement that they may make.

• submit full details of any claim in writing within 30 days of your return.

For emergency assistance anywhere in the world at any time, Allianz Global Assistance* is only a telephone call away. The team will help with medical problems, locating nearest medical facilities, your evacuation Home, 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 us 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 us.

 

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 costs incurred in Australia.

 

We provide travellers with 24 hour assistance with any emergency that may be encountered, including:

 

• Pre-trip information services

• Embassy referral

• Lost document assistance

• Emergency travel & accommodation service

• Interpreter referral

• Emergency message transmission

• Telephone medical advice

• Medical service provider referral

• Arrange appointments with doctors

• Hospital admission

• Monitoring of medical condition during hospitalisation

• Dispatch of medicine

• Emergency medical evacuation / repatriation

• Repatriation of mortal remains or local burial

• Compassionate visits

 

 

We are available 24 hours a day, 7 days a week.

 

 

If you are in one of the countries listed below, simply dial the number shown for that country:

 

Australia 1800 010 075

Canada 1800 214 5514

China (North) 10 800 611 0094

China (South) 10 800 361 0112

France 0800 905 823

Germany 0800 182 7635

Greece 00800 611 4107

Hong Kong 800 900 389

Indonesia 001 803 0612 195

Italy 800 787 451

Japan 0066 3386 1052

Netherlands 0800 023 2683

New Zealand 0800 778 103

Singapore 800 6162 187

Switzerland 0800 561 361

Thailand 001 8006 121 082

United Kingdom 08000 289 270

United States 1866 844 4085

 

For all other countries, dial reverse charge (“collect”) via the local operator on +61 7 3305 7499.

 

 

*This insurance is issued and managed by AGA Assistance Australia Pty Ltd trading as Allianz Global Assistance. The Allianz Global Assistance Group maintains 33 round-the-clock operations centres in 25 countries, spanning all continents. Its staff of nearly 8,000 people speaks 40 languages and is supported by a worldwide network of 400,000 service providers, including medical professionals and institutions, building specialists and home repair experts, auto mechanics, dealers and leasing agents, and airline and rail companies. Further support is provided by 240 correspondents – the Group's operational representatives – enabling it to intervene in every country around the world.

 

Allianz Global Assistance is Australia’s largest supplier or travel insurance and medical assistance. The Allianz Global Assistance Australian headquarters are located in Toowong, Queensland. 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 Allianz Global 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 you're completing a form and it prompts you for either of the above, just note the policy number listed on your Certificate of Insurance (yes – both terms relate to the same number).

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

An Excess is the amount which you must first pay for each claim arising from the one event before a claim can be made under your policy.

 

Plans A, C, D, E, F & G

We will not pay the first $200 for any one event under the following Policy Sections*:

 

Policy Section 1 – Cancellation Fees & Lost Deposits

Policy Section 3 – Overseas Emergency Medical & Hospital Expenses

Policy Section 9 – Travel Documents, Credit Cards & Travellers Cheques

Policy Section 10 – Theft of Cash

Policy Section 11 – Luggage & Personal Effects

Policy Section 15 – Personal Liability

Policy Section 16 – Rental Vehicle Excess

Policy Section 19 – Own Snow Sport Equipment

Policy Section 20 – Snow Sport Equipment Hire

Policy Section 21 – Snow Ski Pack

Policy Section 22 – Piste Closure

Policy Section 23 – Bad Weather & Avalanche Closure

 

A NIL Excess applies to all other Policy Sections.

 

*Refer to the ‘Table of Benefits’ section of the PDS for details of which Policy Sections are available under each Plan

 

You can remove the standard $200 Excess by paying an additional premium (see the ‘Additional Options’ section of the PDS).

 

 

Plan B

A NIL Excess applies to all Policy Sections.

 

 

Travellers 80-89 years of age

A $2,000 Excess applies for all claims Arising from, related to or associated with an Injury or Sickness. Refer to the ‘Age Limits’ heading of the ‘How to Purchase this Policy’ section of the PDS for the terms and conditions relating to travellers 80-89 years of age.

 

 

Travellers 90 years of age and over

A $5,000 Excess applies for all claims Arising from, related to or associated with an Injury or Sickness. Refer to the ‘Age Limits’ heading of the ‘How to Purchase this Policy’ section of the PDS for the terms and conditions relating to travellers 90 years of age and over.

 

 

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

Refer to FAQ 44 above.

Claims are paid in Australian dollars. The rate of currency exchange that will apply is the rate at the time you incurred the expense. We will pay you unless you tell us to pay someone else in writing.

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.

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 they refuse your claim, you may refer this decision to one of their 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 may contact the Financial Ombudsman Service Limited (FOS), the industry’s independent external complaints scheme. Please refer to the heading “Dispute resolution process” in the ‘Important Matters’ section of the PDS.

If you have a complaint, please contact us.

If we are not able to satisfactorily resolve your complaint, we have an internal dispute resolution system designed to seek to resolve any complaints or disputes that may arise. To access it please call us on

1300 725 154, or put the complaint in writing and send it to PO Box 162, Toowong, Queensland 4066.

 

A matter may be referred to the Financial Ombudsman Service Limited (FOS), the industry’s independent external complaints scheme, subject to its terms of reference:

 

Financial Ombudsman Service Limited (FOS)

GPO Box 3, Melbourne VIC 3001

Phone: 1300 780 808

Fax: (03) 9613 6399

Website: www.fos.org.au

Email: info@fos.org.au