Below is a list of frequently asked questions that we have put together to help you with your travel insurance purchase. Please read this document first before contacting us with any enquiries as we probably already have the answers in here for you.
Index
What Are the Parts of a Policy?
- Medical and additional expenses, including cover for the costs of medical, surgical, hospital, ambulance, emergency dental, medical evacuation and additional expenses.
- Cover for cancellation charges on prepaid arrangements.
- Cover for luggage and personal effects that are taken on the trip or purchased during it. Note that there is usually a limit per item, with an overall limit for electronic equipment like cameras and personal computers.
- Cover for travel documents, credit cards or travellers cheques that are lost or stolen. There is usually a limit - either per item or overall.
- Personal liability in case you accidentally injure another person or damage their property, this provides you with cover against the possible cost of the damage. In some parts of the world, the liability can be huge.
- Return airfare if you suffer an accident or need to return home due to a covered event outside your control.
- Travel Delays which covers you for additional meals and accommodation expenses if your journey is delayed for more than a certain number of hours. Delays due to industrial action and - even worse - weather are far more common than you might think.
- Emergency luggage which allows you reimbursement of your purchases for essential items if your luggage is temporarily delayed by the carrier.
- Accidental death: it won't make you feel any better (how could it?) but a payout to your estate should you be killed on your trip will certainly make things easier for your family. Limits usually apply, ranging from $10,000 to $25,000, depending on the type of policy.
- Resumption of journey if you have to return home early due to the unexpected death of a relative, some insurers will offer you cover for the costs of resuming your overseas trip. Note, however, the word "unexpected".
- Out-of-pocket expenses provides you with spending money for each day that you are confined in an overseas hospital.
- Loss of income because of the accident you had while you were overseas may prevent you from working on your return home, so some policies provide a benefit ranging from $5,000 to $25,000.
- Domestic pets; those kennel and cattery fees can accumulate rather quickly if you are caught up overseas by injury or an unforeseen delay.
- Rental vehicle excess provides cover for the insurance excess on your rental vehicle if it is involved in an accident or stolen. If you're planning to do a lot of driving on your overseas holiday, it can be a very handy cover to have.
- Free cover for children and dependants under the age of 21, accompanying the policyholder.
- Cover for Sport - if you're partial to skiing, ice sports, hot-air ballooning, scuba diving, bungee jumping, white-water rafting, para gliding and so on, look for a policy that offers specific cover for amateur or action sports. The policy will define exactly what is covered.
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Underwriters
Are you an Insurer, a Broker or Underwriter?
No, we are strictly a RESELLER of Travel Insurance. We are NOT a broker as we only sell existing Travel Insurance Products.
Are the Underwriters reputable?
All our underwriters undergo an extensive screening process by us before becoming affiliated with our company.
Who are our Underwriters?
Allianz, QBE.
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Payments
How can I pay for the insurance?
You may pay by credit card, money order or cheque.
Which Credit Cards do you accept?
American Express
Diners Club
JCB
MasterCard
Visa
Is there a Credit card fee?
Mastercard , Visa and JCB = 1%
AMEX and Diners = 3%
Who do I make Cheques or money order payable to?
All cheques and money orders are made payable to, Travel Insurance Australia Trust Account.
Must I sign all the areas where a signature is required?
YES - both the acceptances of the policy wording and if you are paying by credit card the credit card authority portion.
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Contact Questions
I need to speak to someone, is that possible?
We are always happy to talk to you about problems accessing the site or clarifying a point. We prefer however, all questions be in writing via e-mail so that we may seek the correct answer to your exact question from our insurer and also so you have a written record of our reply. We do not initiate calls to mobile phones or overseas.
Do you have offices interstate or overseas?
We are an Internet operation based in Pacific Paradise, QLD. Our physical location is:
Travel Insurance Australia Pty Ltd
1st Floor, 644 David Low Way
Pacific Paradise, Qld 4564
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Prices and Purchasing
How much does a policy cost?
Prices vary depending on both duration and where you are travelling to. To find out how much a policy costs choose a product.
Can I purchase my insurance over the Internet?
Yes and No
Yes - We have added a link page to where you can buy a policy over the Internet however, no discount will be applied at that time.
NO – If you are seeking cover for Pre-existing Medical conditions, you will only be permitted to complete the generic form and print it out, and along with a manually completed Medical Appraisal Form, fax or post it to us.
Can I get the Internet price from you by taking the application to any travel agent?
No - We are not affiliated with any other operator other than the insurance companies themselves. The Discount is NOT the Insurers, but OURS.
Can I get your Internet price by going direct to the insurer?
No - The discounted price is only valid through Travel Insurance Australia Pty Ltd.
Can you quote me a price?
Our site is designed to provide quotes right through to purchasing and as a result we do not give Phone, Fax or email quotes. You can receive a quote on line for all policies available for your trip. Prices on line exclude pre-existing surcharges, which are assessed individually by the insurer on lodgment of application form.
What happens if I change my mind about the policy?
The insurer provides a cooling off period if you change your mind. Within 14 days after the issue of the policy, provided you have not started your journey and you do not want to make a claim under the policy, you will be refunded the full amount of the premium you have paid. However PLEASE NOTE – WE charge an administration fee for a cancellation if within the insurers Money Guarantee period. (see FEES on our home page)
Can I cancel my policy and get a refund?
Yes, our money back guarantee allows you to cancel your policy and claim a refund, but only if you cancel your policy within 14 days of purchase AND you haven't departed on your journey or made any sort of claim or intend to make a claim. However PLEASE NOTE – WE charge an administration fee for a cancellation if within the insurers Money Guarantee period. (see FEES on our home page)
If I return home early, do I get a refund?
No. If you buy a 6 month policy and return home after 2 months, the policy is terminated and you don't get a refund.
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Conditions, Forms and Applications
What should I look for in a travel insurance policy?
There is a very wide variety of travel insurance policies available. They all have their good features, and they all apply various restrictions. It's important that you know what you want covered, and understand what your policy actually covers you against. We've all heard the horror stories of travellers injured in places like the United States or Europe, where a hospital bill for a relatively minor condition can exceed $50,000. In such circumstances, that insurance premium is a worthwhile investment. Travel is one of the most hotly contested classes of insurance when it comes to claims. Last year, Insurance Enquiries and Complaints, the insurance industry's dispute resolution system, reported that the vast majority of disputed travel claims revolved around two areas: what the policy was intended to cover and how much goods claimed really cost.
Where can I get an application form?
All our policy forms are provided for you on our website. The pre-existing forms are in PDF format and need to be printed out. Generic application forms are built up by our system on your computer and then can be emailed directly to us by the single click of a button.
Can you recommend me a policy?
Travel Insurance Australia web site is structured to meet your specific needs. We cannot recommend one policy over the other however; we can provide you with a basic comparison layout of offers and all the information needed to make an educated decision by providing the Product Disclosure Statement for each policy.
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Claims
Can I wait until I get home to make a claim?
Yes. Provided the incident you are claiming for took place while you were travelling overseas and your policy was valid at the time, if you want to wait until you get home to submit your claim then that's fine.
What's 'due care and attention'?
If you leave your hand luggage unattended in a public place (outside the toilet at the airport, for example) and it disappears, your insurer may reject your claim, as you haven't paid due care and attention to your goods. Equally, if you leave your luggage with somebody you don't know - for example at the airport while you buy a cup of coffee - that, too, is not giving due care or attention. This duty of care spills over into your baggage and rented cars. Most policies will not pay out if your luggage is stolen from your rented car when it is in the boot overnight. Other insurance companies can refuse the claim if it is stolen from the main part of the car.
Should I obtain police reports or doctors' details for insurance purposes?
We know it cuts into your valuable holiday time, but there isn't a lot of point in trying to obtain such vital information once you have returned to Australia. Get the information you need as soon as possible, and store it in a safe place.
I need to make a claim. Who do I contact?
You should contact the insurer whose policy document was sent to you when you first applied for coverage - Travel Insurance Australia is unable to assist with claims. If the matter is urgent and you are overseas call the emergency contact number. If it is not life threatening and you may wait until you return from vacation to process your claim, or have a relative assist in processing it for you (the details are on the hard copy posted to your Australian Address).
If I decide to return home because I am ill, do I need the insurer's agreement?
Yes, whatever the circumstances. If you intend to do something that you will claim for later, you first have to obtain your insurer's agreement.
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General Travel Insurance Questions
What is a duty of disclosure?
Under the law, we as agents for our various insurers are required to inform you about your Duty of Disclosure. We have asked and will ask various questions of you. You have a duty at law when answering them to give us honest and complete answers and to tell us everything you know and that a reasonable person in the circumstances could be expected to tell us. You answer the questions for yourself and everyone else covered by the policy, because you apply on their behalf and with their consent. If you breach the duty, we may cancel the policy or reduce the amount we pay for a claim. If fraud is involved, we may treat the policy as if it never existed and pay nothing.
Who cannot purchase a policy off this site?
If you are not an Australian Citizen, a permanent Australian Resident, or if you have been in Australia more than 7 or 21 days and are not either of the above then most insurers will not issue you a policy. NOTE: If you are a visitor to Australia you must spend a majority of your insured stay in Australia, or commence your journey from Australia to obtain a policy.
I am an Australian overseas - can I purchase any policy?
You may only select policies in the "Australians Already Overseas" listing.
Why do I need insurance against medical treatment?
What would happen if you were run over in rural Thailand, broke your leg in Africa, or if you were injured in a car accident in the United States. The average hospital bed in the United States is approximately $2,000USD /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. Travel insurance is essential. If you can't afford the insurance, you can't afford to go.
What is the situation for insurance for me and my children travelling with me?
Insurers allow dependent children, under 18 and some under 25 , to be on a policy at no extra charge. SO if you are a single adult travelling with a dependent child, then you still just purchase a SINGLE policy. Two adults travelling with a dependent child purchase a Family policy and they are covered free on the policy.
I came across a site called www.dreamteammedia.com.au that lists your web address but when I click on it I am taken to another site.
We are well aware of this site that is trying to mislead clients to believe they are dealing with us. This is a company that is well aware of the illegal practice called 'passing off'. But because they are US based, we are unable to compel them to act legally and ethically. We know of another company that is linked to that same US site that also regularly change their site in an attempt to pass themselves off as ourselves. If you are comfortable to deal with such an unethical company , then I would suggest Caveat Emptor (Buyer beware). If you HAVE been misled , please contact your office of Fair Trading and lodge a formal complaint.
How do I know you are legitimate and not a con site?
ANYONE selling travel Insurance in Australia MUST have an FSRA compliance number. You can verify that number by contacting the ACCC to check them out. OR you can simply contact the insurer direct .
I have booked my travel with a Travel Agent, am I permitted to purchase my policy from you instead of them?
The FSRA compliance Act states that you may purchase travel insurance from whom so ever you choose. Should you be advised otherwise we urge you to contact the ACCC who are charged by the Government to administer the Act.
Are dependent children travelling with me covered on my policy?
All dependent children to the age of 18 to 25 (depends on the policy chosen) are automatically covered; some insurers may limit the number of children.
The length of time I am away is not stated on the site - the period shown is higher/lower than my length of travel?
Travel insurers layout their policy to show the periods covered. Our site calculates your trip dates, allows for bonus or free days (where available) and lists all the policies you are may take for the period you have indicated.
I understand some insurers offer bonus days. Do your insurers do that too?
We incorporate these bonus/free days whenever they are offered.
General Insurance, Code of Practice
You may contact the Insurance Ombudsman Service (IOS) a free, and independent, national dispute resolution service that handles general insurance enquiries and complaints. The IOS can be contacted toll free 1300 780 808.
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Pre-Existing and Medical
What is a pre-existing medical condition?
- An ongoing medical or dental condition of which you are aware, or related complication you have, or the symptoms of which you are aware;
- A medical or dental condition that is currently being, or has been investigated, or treated by a health professional (including dentist or chiropractor);
- Any condition for which you take prescribed medicine;
- Any condition for which you have had surgery;
- Any condition for which you see a medical specialist; or
- Pregnancy.
Will I be covered if I am pregnant?
Most all insurers cover up to 26weeks along. Some now require that you complete a medical appraisal form to assess if they will cover you for perhaps a longer period.
How do I print out a pre-existing form?
The pre-existing form also requires that you submit a full BASIC application (as if you had no condition). Print out the form from our website and then fax it to us allowing 24 to 72 hours for processing (excludes weekends).
If I develop a medical condition after taking out the insurance, but before I leave Australia, am I covered?
You are covered for cancellation once your policy is purchased and you develop a medical condition. You will also be covered for that condition if you decide to begin your original pre-booked trip, subject to the following listed exclusions in the policy:
- You Travel even though you know you are unfit to travel; travel against medical advice; travel to obtain medical treatment; or you arrange to travel when you know of circumstances that could lead to the Trip being disrupted or cancelled.
- Pregnancy or related complications after 26 weeks of pregnancy or childbirth at anytime. No cover is provided for childbirth or the health of a newborn child, irrespective of the stage of pregnancy at which the child is born.
- If you have been instructed by your medical practitioner that you are unfit to travel and you fail to promptly cancel your pre-booked travel, you will be responsible for any extra cost (including cancellation changes) incurred from your failure to promptly cancel the prearranged travel.
- You will be required to disclose any medical condition after you purchased the policy if you require an extension or any variation of your policy.
Should I suspend my private health cover while I'm away?
If you are going away for a long period, it may be worth contacting your private health insurance. Some health insurers will allow the suspension for anything from two weeks, but the amount of time and effort would probably make this an expensive exercise. But if you're going away for two months, then it maybe is a worthwhile consideration. You need to prove you are out of the country for that period with documentary evidence such as your passport and your ticket. Refer to your private health insurance provider for more information.
Which insurance policies cover medical evacuation/repatriation as well?
ALL full travel policies (excludes such policies as cancellation policies) have this included.
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Policy Extras
I'm planning to take my video camera and sound equipment with me, are they covered?
The amount paid for loss of your video, camera or sound equipment will depend on your insurance policy, refer to your individual policy wording. These have a free limit. Should you require a higher coverage you may make the item a 'Specified Item” and it will be covered for a fee between 4%-5% of the value you wish to nominate. NOTE you WILL need to have either a receipt or Quotation no older than 12 months.
What is the excess on a Travel Insurance Policy?
Most Travel Insurance Policies have an excess on certain sections. These are in a range of $50 -100 per incident. You will need to examine the policy of your choice for the exact amount.
Can I buy out the excess on a policy?
In most cases you may pay a sum between $15 and $25 to remove the excess.
What part of a claim do I have to pay for?
Policy excesses vary by product. Please check the PDS/ policy wording for specific details. For some products you can remove the excess by paying an additional amount.
What other Extras can I buy for my Travel Insurance Policy?
Depending on the type of Travel Insurance you are purchasing Insurers offer increased Specific Item cover, Snowboarding (or snow cover as it is referred to) and increased Collision Damage Waiver (Rental Vehicle Excess). HINT: If you have some jewellery that exceeds the travel Insurance item limit, and you have Home contents insurance, check to see if your insurer covers it round the world under the Household policy.
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