Claims FAQs

Answers shown refer to policies purchased on or after 21st May 17. For policies purchased prior, they are a guide only and you must read the PDS for exact wording.

  1. Can I make a claim online?

    Yes, visit our claims page to make a claim online.

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  2. How can I make a claim?

    For information on how to make a claim, please go to our Claims page.

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  3. Can I claim for something and also change the dates for my trip?

    No, you CANNOT do both. Under your policy, if you make a claim, you CANNOT change the period of cover (your travel dates). If you need a longer period of cover, you can apply for an extension of the period of cover. An additional fee may apply.

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  4. How is Depreciation on items applied?

    Depreciation is applied based on the age and wear and tear of the item.  

    Subject to the item sub limits set out on the Benefit Summary of the PDS, the most we will pay is the original purchase price of the item less any depreciation that applies. Depreciation will be calculated as detailed under the heading Depreciation on page 75 of the PDS.
    No depreciation will be applied to luggage and personal effects purchased duty free prior to your departure, luggage and personal effects purchased during your trip, or Specified High Value Items listed on your Certificate of Insurance.

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  5. How is the value of purchased second hand items determined?

    Second hand items are treated as per your usual personal items.

    The value would be determined by finding out the current market value of the item. For example, the current sale price on Gumtree or eBay.

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  6. How long do claims take to be processed?

    We will consider your claim within 10 business days of receiving a completed claim form and all necessary documentation. If we need additional information, a written notification will be sent to you within 10 business days.

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  7. What are the operating hours of the Claims Department and when is the best time to call?

    The Claims hotline is open from 9am to 5pm Sydney time Monday to Friday.

    You can also lodge claims online at fastcover.com.au/claims.

    The Claims team can be contacted on 1300 409 322 or dial +61 2 8215 7239 if you are still overseas.

    The Claims team do their best to answer calls in a timely manner, however in the event of a major event or disaster, there may be lengthy delays.

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  8. What happens after I submit my claim?

    We will consider your claim within 10 business days of receiving the completed claim form and all necessary documentation. If we need additional information, a written notification will be sent to you within 10 business days.

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  9. I need to make a claim, what do I do?

    In the event of a claim notice should be given to the Claims team as soon as you are able.

    For information on how to make a claim, go to our Claims page or call 1300 409 322 or dial +61 2 8215 7239 if you are still overseas.

    The claims department will be open from 9am to 5pm (AEST) Monday to Friday and will assist you through the fast and simple claims process.

    What you need to do when making a claim

    For medical, hospital or dental claims

    Contact us as soon as possible so that we may assist your care and pre-approve expenses.

    For other claims

    You must notify us and submit full details in writing within 30 days of your return.

    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 within 24 hours of discovering the loss and obtain a written report, including any offer of settlement that they may make.

    For all liability claims

    Do not admit fault or liability or offer or promise to pay any money, or become involved in litigation, without our approval.

    For all claims

    You must give us any information, at your expense, that we reasonably ask for to support your claim.

    Information such as but not limited to police reports, valuations, medical reports, original receipts or evidence of ownership will be required. You must do this within the timeframes requested. We may ask you to provide us with translations into English, if required, of such documents to enable us to carry out our assessment of your claim. We are under no obligation to pay claims without proof of ownership and proof of event.

    You must agree to have a blood alcohol and/or breath analysis where local laws permit, where it is necessary for us to assess your claim.

    We choose how we settle claims. It is the decision of our claims department to repair or replace damaged / lost / stolen items or cash settle the claim, whichever is the lesser. We will repair or depreciate depending on the age and condition of the item or replace with the equivalent in today’s market based on the original items specifications. Claim payments to you will be made in Australian dollars to your nominated Australian bank account. The rate of currency exchange that will apply is the rate on the date you incurred the expense or suffered the loss, as applicable.

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  10. What currency will my claim be paid in?

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

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  11. I need to put in a claim - what if I am at fault?

    In relation to any claim under the policy, you must not admit fault or liability for the claim, or incur any legal costs without our prior written approval.

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  12. Can I still claim if I've left my luggage and personal effects unsupervised in a public place?

    You must take all reasonable precautions to safeguard your luggage and personal effects. If you leave your luggage and personal effects unsupervised in a public place, then we will not pay your claim. For an explanation of what we mean by 'luggage and personal effects', 'Unsupervised' and 'Public Place', see the 'Words With Special Meaning' section of the PDS for more detail.

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  13. Will depreciation be applied to my lost or damaged items?

    Depreciation will be applied to claims for luggage and personal effects at such rates as reasonably determined by us.

    Subject to the item sub limits set out on the Benefit Summary of the PDS, the most we will pay is the original purchase price of the item less any depreciation that applies. Depreciation will be calculated as detailed under the heading Depreciation in the PDS.
    No depreciation will be applied to luggage and personal effects purchased duty free prior to your departure, luggage and personal effects purchased during your trip, or Specified High Value Items listed on your Certificate of Insurance.

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  14. After I put a claim in, will I need to do anything else?

    If we have a claim against someone in relation to the money we have to pay under the policy, you must do everything you can to help us do that in legal proceedings. If you are aware of any third party that you or we may recover money from, you must inform us of such third party.

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  15. What happens if I can claim from someone else?

    If you can claim from anyone else, we will only make up the difference. If you can make a claim against someone in relation to a loss or expense covered under the policy and you do not get paid the full amount of your claim, we will make up the difference. You must claim from them first.

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  16. What should I do if I am also covered by another insurance company?

    If any loss, damage or liability covered under our policy is covered by another insurance policy, you must give us details. If you make a claim under one insurance policy and you are paid the full amount of your claim, you cannot make a claim under the other policy. If you make a claim under another insurance policy and you are not paid the full amount of your claim, we will make up the difference. We may seek contribution from your other insurer. You must give us any information we reasonably ask for to help us make a claim from your other insurer.

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  17. What does 'Assistance with Recovery' in the PDS mean?

    If you are aware of any third party that you or we may recover money from, you must inform us of such third party.

    We may, at our discretion undertake in your name and on your behalf, control and settle proceedings for our own benefit to recover compensation or secure indemnity from any party in respect of anything covered by this policy. You are to assist and permit to be done, all acts and things as required by us for the purpose of recovering compensation or securing indemnity from other parties to which we may become entitled or subrogated, upon us paying your claim under this policy regardless of whether we have yet paid your claim and whether or not the amount we pay you is less than full compensation for your loss.

    Once we pay your total loss we will keep all money left over. If we pay you for lost or damaged property and you later recover the property or it is replaced by a third party, you must pay us the amount of the claim we paid you.

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  18. What happens to any money claimed by me that is recovered from a third party?

    We will apply any money we recover from someone else under a right of 'Assistance of Recovery' in the following order:

    1) To us, our administration and legal costs arising from the recovery

    2) To us, an amount equal to the amount that we paid to you under the policy

    3) To you, your uninsured loss (less your excess)

    4) To you, your excess

    Once we pay your total loss we will keep all money left over. If we have paid your total loss and you receive a payment from someone else for that loss or damage, you must pay us the amount of that payment up to the amount of the claim we paid you.

    If we pay you for lost or damaged property and you later recover the property or it is replaced by a third party, you must pay us the amount of the claim we paid you.

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  19. How long will it take to process my claim?

    Your travel insurance claim will be processed within 10 working days after we receive your completed claim form and all necessary documentation.

    If we need any more information, we will write to let you know within 10 working days.

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  20. Can I track my claim's progress?

    If you have a policy beginning with FCH: You can find out your claim's progress by sending an email to info@fastcover.com.au and quote your policy number, or contact the claims team on 1300 409 322.

    If you have a policy beginning with FST: You can track your claim's progress anytime by entering your CRN number in the 'My Claim Status tool' on the Travel Claims website: www.travelclaims.com.au

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  21. How long do I have to lodge my travel insurance claim?

    You can make a claim while you are still overseas or when you return home. However it's important you make your claim as soon as possible. If you take too long, there may be problems confirming your details and collecting information to support your claim.

    For any claim you make, the claims team require documentation like receipts or medical reports to support your claim. For theft or loss of luggage and personal effects, you must report the theft or loss within 24 hours to the police or an office of the bus line, airline, shipping line or rail authority you were travelling on when the theft occurred. You must provide the written statement from whoever you reported it to, to support your claim.

    The sooner we receive your travel insurance claim with all supporting documentation, the sooner we can process it for you, and the sooner you can get on with other important things like enjoying your holiday or planning your next one!

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  22. What currency will my travel insurance claim be paid in?

    Your claim will be paid in Australian dollars. When we calculate the amount we will pay you following a claim, we will use the currency exchange rate that applied when you paid your expense/s.

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  23. What do I do if my claim is for an emergency?

    For emergency assistance anywhere in the world at any time, contact the Emergency Assistance team - the phone numbers are at the bottom of your Policy Certificate or available on our website https://fastcover.com.au/emergency-contacts/.

    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 employer 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 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 as soon as possible.

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  24. Do I have to pay the bill for medical claims and then claim them back when I return home?

    Yes, if you have received medical treatment, you must keep the receipt and obtain a medical certificate advising of the injury, illness or sickness and the treatment received. You can then claim the cost when you return home.

    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 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 as soon as possible. You can also contact the Emergency Assistance team should you require any help on medical matters.

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  25. Do I have to complete the Medical Certificate of the claim form?

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

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  26. I am away for a couple of months, do I have to wait until I am back in Australia to submit a claim?

    You can make a claim while you are still overseas or when you return home.

    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. Or you can submit an online claim by going to our claims page: https://fastcover.com.au/claims.

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  27. What happens after I have been evacuated to Australia?

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

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  28. Can I make a claim for my luggage and personal effects if I don't have receipts?

    Yes, you can still make a 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.

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  29. How am I assured of a fair decision when making a claim?

    We 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 do not accept your claim you can request a review. If you are not happy with that decision, 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 may contact the Financial Ombudsman Service Limited (FOS), the industry's independent external complaints scheme on 1800 367 287 or on their website: https://fos.org.au/.

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  30. Can I claim for a change to my airline ticket?

    Yes, cover may be available if the change to the airline ticket is for a reason which you can claim for under your policy. There is no cover for changes to airline tickets due to change of mind and if any of the policy exclusions apply.

    Please refer to the PDS for more information.

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  31. Can I claim for tickets to a show if I have to cancel my holiday?

    No, entertainment costs like tickets to a show would NOT be covered. You would only be covered for cancellation expenses associated with the actual travel, like pre-booked tours, transport and accommodation, provided that the cancellation was for a reason covered under the policy and none of the policy exclusions apply.

    You should check with the event provider or the company you've purchased the tickets from, as they may offer event ticket insurance.

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  32. If I decide not to get vaccinated for travel to a country where it is required, and then contracted the disease for which the vaccine was intended for, can I claim for the medical expenses?

    If you do not get vaccinated and you do not have a valid reason for not getting the vaccine (for example due to a medical condition or pregnancy), your claim may be denied. The Claims Team will assess each claim on a case by case basis.

    For more information, check out the Smartraveller health page: http://smartraveller.gov.au/guide/all-travellers/health/Pages/health-checks-and-vaccinations.aspx

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  33. If my sporting event was rescheduled to a later date, can I claim on costs to rearrange my flights and accommodation?

    No, we are not able to provide cover for your costs to rearrange your travel if the sporting event you plan on attending is delayed.

    We are only able to provide cover for reasonable alternative transport costs that you are unable to claim back from your carrier, if your scheduled transport is cancelled, delayed, shortened or diverted and causes you to miss a wedding, funeral, conference, sporting event or prepaid travel/tour arrangements.

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  34. If I choose not to get the vaccination that is recommended for travelling to a specific country, and I am denied entry to the country, can I claim for the cancellation costs?

    If you are denied entry to a country because you did not get the required vaccination and you do not have a valid reason for not getting the vaccine (for example due to a medical condition that we are able to cover you for or pregnancy), your claim may be denied. The Claims Team will assess each claim on a case by case basis.

    If the reason you are denied entry to a country is due to you actiing illegally or breaking any governemnt prohibition, laws or regulation including visa requirements, your claim may be denied. This is a General Exclusion in our PDS.

    For more information, check out the Smartraveller health page.

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  35. Is your claims process good?

    Our experienced Claims team are thorough and efficient when dealing with all claims and endeavour to assess claims within 10 business days of receiving your fully completed submitted claims.

    When submitting your claim, please ensure that you answer all the relevant questions and provide the necessary documentation to support your claim. If the Claims team require further information, this may result in a delay to the processing of your submitted claim.

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  36. My camera stopped working while I was overseas. Can I claim for this?

    If your camera is accidentally damaged while overseas, you may be able to claim for the repair or replacement cost. There is no cover for the normal wear and tear of an item.

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  37. I am not happy with my claim outcome, what do I need to do?

    In this section, 'we', 'our' and 'us' means The Hollard Insurance Company Pty Ltd.


    If you are not happy with your claim outcome:
    We will do our best to work with you to resolve the issue through the following process:

    Our internal complaints process:


    Step 1: Call 1300 409 322
    Please contact one of our Claims Assessors, who will try to resolve your complaint straight away.

    Step 2: Talk to the manager
    If we have not been able to resolve your complaint, then you can discuss your concerns with one of our managers, also available on 1300 409 322.

    Step 3: Contact Internal Dispute Resolution Committee
    If you are still not satisfied and your complaint is not yet resolved, you can contact our Internal Dispute Resolution Committee at:

    Mail: Fast Cover Claims Locked Bag 2010, St Leonards NSW 1590
    Email: resolution@hollard.com.au
    Phone: 02 9253 6600

    Your concerns will be investigated by an officer with full authority to deal with the complaint and we will inform you of the outcome within 15 working days of receiving your complaint.

    Step 4: Where we have not resolved your complaint
    If we have been unable to resolve your concerns once you have been through our Internal Dispute Resolution process, or your complaint has not been resolved within 45 days, you may contact the Financial Ombudsman Service (FOS).

    You can contact FOS at:

    Mail: GPO Box 3, Melbourne VIC 3001
    Email: info@fos.org.au
    Phone: 1800 367 287
    Website: fos.org.au

    A decision by FOS is binding on us but is not binding on you. You have the right to seek further legal assistance. The FOS service is provided to you free of charge.

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  38. If I am delayed due to my flight being overbooked, can I claim on accommodation expenses?

    There may be provision to claim under the Travel Delay Expenses Benefit. In the first instance, you must first seek compensation from the airline for the delay.

    When you submit your claim, you must also provide supporting documentation from the carrier stating the reason for the delay.

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  39. I've booked my trip through a travel agent. If I have to cancel my trip, how much can I claim in travel agent cancellation fees?

    You will be able to claim a maximum of $1500 in travel agent cancellation fees if you have already paid all your money for the trip, or where you have paid the maximum amount of the deposit at the time of the cancellation.

    You must provide documentation of the travel agent's fee with your claim.

    Cover is subject to the policy terms, conditions, limits and exclusions in the PDS.

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  40. If my trip is disrupted and I have to return home to Australia, how much can I claim in additional travel and accommodation expenses?

    If your trip is unexpectedly disrupted and it is for a reason that is covered under our policies, you can claim a maximum of $50 000 if you have taken out the Comprehensive, Snow Sports Plus, Domestic and Frequent Traveller polices and $30 000 for the Standard Saver policies.

    There is no cover to Trip Disruption Expenses if you have taken out the Basics policy.

    Cover is subject to the policy terms, conditions, limits and exclusions in the PDS.

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  41. Can the customer receive SMS updates on the status of their claim?

    No, at this stage we are not able to send SMS updates on the status of your claim.

    If you have a policy beginning with FCH: You can find out your claim's progress by sending an email to info@fastcover.com.au and quote your policy number, or contact the claims team on 1300 409 322.

    If you have a policy beginning with FST: You can track your claim's progress anytime by entering your CRN number in the 'My Claim Status tool' on the Travel Claims website: www.travelclaims.com.au

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  42. In January I purchased tickets for a 14 day European tour in July. In May, the tour operators advised that they had to cancel the tour due to unforeseen circumstances and they were unable to place me on another tour as they were all fully booked. I have decided not to travel overseas now. The tour operator has offered a full refund but am I covered for the cancellation fee relating to the flight?

    You may have provision to claim for the cancellation expenses of your flight, depending on the reason for the tour cancellation. There is no provision to claim if your tour has been cancelled because there was not enough people to go on the tour.

    Cover is subject to the policy terms, conditions, limits and exclusions in the PDS.

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  43. We have a DUO policy - if we both get our luggage stolen, is that one claim or two claims?

    Each traveller listed on the policy must make their own separate claim for the items that they have lost, and pay the applicable excess for each claim.

    E.g. If the excess on your DUO policy is $200, and you both lose your luggage, each of you would need to pay $200 in excess when submitting your claim.

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  44. I have already submitted my claim, but I want to add to it. How can I do this?

    Contact the Claims team:
    1) If you have a policy beginning with FCH: You can contact the claims team on 1300 409 322.
    2) If you have a policy beginning with FST: You can contact the claims team on 1300 725 154.

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  45. I've missed my flight - can I claim for the cost of buying a new ticket?

    You may be able to claim for the cost of buying a new ticket if the reason for the missed flight is something for which you can claim for under your policy.

    Cover is subject to the policy terms, conditions, limits and exclusions in the PDS.

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  46. Do I have to pay anything if I make a claim?

    You may need to pay an excess if you have to make a claim.

    For policies purchased BEFORE you have departed Australia:
    The excess on claims depends on the Standard Excess level you chose at the time that you purchased your policy. You can choose between $200, $100 or $0 Standard Excess. It may also depend on the section of the policy you make a claim under.

    For policies purchased AFTER you have already left Australia:
    The excess for already overseas policies is $500. It is NOT possible to reduce or remove this excess.

    Medical Excess:
    For travellers aged 80 - 89, a $2,000 medical excess applies for all claims arising from, related to or associated with an injury or sickness.

    For travellers aged 90 - 99, a $5,000 medical excess applies for all claims arising from, related to or associated with an injury or sickness.

    It is NOT possible to reduce or remove the medical excess for travellers aged 80 and over.

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  47. How long does my bag have to be missing before I can claim?

    You can submit your claim once you have documentation to support your claim.

    If your airline has lost your bag, you will need to obtain documentation from them confirming that they have lost your bag. You can submit your claim for your lost bag once you have received the documentation.

    If your bag has been stolen, you need to report it to the police or the relevant authorities within 24 hours and submit the report with your claim.

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  48. Can I put a claim in if I am injured while onboard my cruise ship?

    Yes, if you are unexpectedly injured while on your cruise and you have a cruise policy, you can put a claim in provided it is not due to, related to or associated with a pre-existing medical condition for which we can't cover for.

    Cover is subject to the policy terms, considerations, limits and exclusions in the PDS.

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  49. My travelling companion is not Australian. Can I claim for cancellation if they are unable to travel?

    Yes, you would still be able to claim for cancellation if your travelling companion (whether they are Australian or not) is unable to travel, provided the reason they can't travel is something that you are able to claim for under your policy.

    A Travelling companion is defined under our policies as a person you have made arrangements to travel with for at least 75% of your trip before your policy was issued.

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  50. What if my policy expires while I'm still processing a claim?

    Your claim will still be assessed even if your policy has expired.

    You can put a claim in during the period of your policy or after your policy has expired (the return date as specified on your policy), provided the claim is for an event that occurred during the period of your policy cover.

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  51. Is the emergency assistance number toll free?

    The emergency assistance number is not toll free, however, if your claim is for an event that you can claim for under your policy, you will be reimbursed for the cost of the call.

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  52. Can I still claim if I don't have proof of purchase of my items? (e.g. I bought the item from a friend and paid them cash for it)

    Yes, you can still make a 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, and you may submit photographic evidence to do so.

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  53. If I give my travelling companion (who is not listed on my policy) my phone or camera to take a photo of me and the phone or camera is stolen from them, can I still claim for the loss?

    Yes, you still have provision to claim for the phone or camera if it is stolen from your travelling companion.

    All claims are assessed on a case by case basis and will depend on your particular circumstances.

    Cover is subject to the policy terms, conditions, limits and exclusions.

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  54. Am I covered if I have a general doctor or dental check up while I'm overseas?

    No, travel insurance only covers you for unexpected and unforeseen events. A check-up is not considered an unexpected event.

    You should ensure that you have a medical check-up before you leave for your trip to ensure that you are medically fit to travel.

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  55. I called the Emergency Assistance team while overseas about a claim I was going to make, and they gave me a claim number. After I returned home from my trip, I received an email from the Claims team asking me to submit my claim. Can I submit an online claim?

    No, you would not be able to submit an online claim if you already have a claim number, as this would result the creation of a duplicate claim.

    If you already have a claim number, you need to download a physical claim form. Please fill out the claim form and post or scan and email your claim form. If you will be emailing your claim form to the Claims team, ensure that you put your claim number in the subject line.

    For more information on how to make a claim, please go to our Claims page.

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  56. Is there a limit to the number of times that I can claim for the same item? For example, what if I accidentally damage my laptop in the first week of my trip and then a few weeks later, it's stolen, can I put a claim in, for both situations?

    There is no limit to the number of times that you can submit a claim for a particular item, as long as it is not for the same incident or event, and benefit limits and sub-limits still apply

    So in the example, the most that you can claim for your laptop is $3000 for each event, and if you have a Comprehensive policy, the most you can claim for lost, damaged or stolen items is $10 000 in total.

    If your laptop is stolen after your claim for damage is settled:
    You can claim up to $3000 for the damage to the laptop and then you can claim up to another $3000 for the stolen laptop. The damage and the theft are considered separate events, and you would incur an excess on each claim (if you have one). If both events are paid out in full, you would have $4000 left of your Luggage and Personal Effects Benefit for the remainder of your policy.

    If your laptop is stolen BEFORE your claim for damage is settled:
    You can withdraw (cancel) your claim for the damage to the laptop, and submit a claim of up to $3000 for the theft of the laptop. You would not be able to claim for both damage and theft, as the laptop has been stolen and is no longer available to be repaired. In this situation, as there is now only one claim, you would only pay one excess (if you have one). If the claim for the theft of your laptop is paid out in full, you would have $7000 remaining of your Luggage and Personal Effects benefit for the remainder of your policy.

    Please note that depreciation will be applied to all claims for unspecified luggage and personal effects.

    The Luggage and Personal Effects benefit is only available for the Basics policy if you have purchased the optional Luggage and Personal Effects cover up to $2000 for an additional fee.

    All claims are assessed on a case by case basis and will depend on your particular circumstances.

    Cover is subject to the policy terms, conditions, limits and exclusions.

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