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Contract All Questions |
Expand All Questions
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Travel Sales |
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How do I work out which international ‘region' I'm travelling to ?
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We rate our regions in order of price from highest to lowest: Worldwide,
Europe, Asia, Pacific. If you are going to the USA, Canada, Africa, Japan,
South America or the Middle East, select WORLDWIDE. Note that
when you buy a policy for a specific region, you are automatically covered for
the lesser destinations. So for example, with a Worldwide policy you are
covered for anywhere else in the World or with a Europe policy you are also
covered for Asia & the Pacific.
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What is an excess? |
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An excess is the amount that you must first pay for each claim arising from
the one event before a claim can be made under your policy. It is basically the
‘deductible' on your insurance.The amount is shown in the Product Disclosure Statement.
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How do I work out if there is an excess on my policy?
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For international policies, a NIL excess applies to sections 2, 4, 5, 6, 7, 8,
12, 13, 14, 17, 18 and 19. For all other benefits, $100 excess applies per claim.
You can remove this excess by paying an additional $25 within the application
path. No excess applies to our Plan B, Australia only policy.
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Is your insurance available to people over the age of 71 years?
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Cover is automatically available to travellers 85 years of age and under for Comprehensive International and Australia only
and for travellers aged 71 years and under for Budget and Worldcare Frequent Traveller.
No cover is available under any plans for travellers aged 86 years and over at date of policy issue.
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What happens after I fill out the online application and give you my payment details?
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If you pay online by credit card, you will receive an immediate confirmation
and Certificate of Insurance. Your policy details are immediately transmitted
to our database and you are covered right away! If you do not pay by credit card
online, you can contact our call centre on 1800 008 614 to purchase over the phone.
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Am I covered if I work overseas?
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Our travel insurance is designed for the leisure traveller, and typically does not cover events linked to employment overseas.
Our Frequent/Corporate Traveller may suit your insurance needs, read the Summary of Benefits (link) for details.
In most circumstances, if you suffer an injury on-the-job you are required to seek compensation from your Employer in the first instance.
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If I return home earlier than planned, can I get a partial refund on my insurance?
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Sorry but no. We won't refund any part of your premium if you cancel your
cover after any part of your policy has begun (other than in the first 14 days
under our Money Back Guarantee).
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I am currently overseas and have no insurance – can I still take out your policy?
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No. Our policies are all designed to be taken out 'pre-travel' and cover you from when you leave your home
until you get back to Australia.
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What happens if I get sick whilst overseas?
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Our policies entitle you to medical assistance and cover for the costs of
treatment. You are free to choose your own medical advisor or we can appoint an
approved medical advisor to see you, unless you are treated under a Reciprocal
HealthCare Agreement. (refer to your policy for details)
When you buy a policy, you're provided with a policy number and an
assistance number that you can phone free of charge from anywhere around the
world, 24 hours a day, 7 days a week, 365 days a year. Contact us immediately
if you have a medical problem whilst overseas.
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Do you cover my luggage?
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We cover your luggage and personal effects under Plan A, B, D and E. Also you can
design your own policy using our Select A Benefit tool, and select the level of luggage cover
you require. Visit our Select A Benefit Page for full information, or read the Select A Benefit FAQs.
(note you are required to take all reasonable precautions to
protect your property, which means taking all necessary steps to avoid any loss
or damage and not leaving it unsupervised.)
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I might have a ‘pre-existing medical condition' – how do I tell?
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Most of our policies cover some pre-existing medical conditions at no extra cost,
and the others require an additional premium to be paid. There are some conditions we unfortunately don’t cover.
Please refer to additional options section of the Product Disclosure Statement commencing on page 13.
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Can my ‘pre-existing medical condition' be covered?
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We cover some pre-existing medical conditions at no extra cost. Our quote process will provide a tool to assess if your condition. There are some conditions we unfortunately don’t cover.
Please refer to additional options section of the Product Disclosure Statement commencing on page 13 for additional information.
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Travel Claims
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How do I make a travel insurance claim?
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If you require urgent assistance, you trigger the claims process with one simple call to our Global Response Centre, read the
What if its an emergency? FAQ below.
For non-urgent claims, you simply download and complete the Claim Form, then send it to us at:
Allianz Global Assistance Travel Insurance Claims
PO Box 162
Toowong QLD 4066
Australia
On of our friendly case managers will contact you within 10 business days regarding your claim.
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What if it's an emergency?
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For urgent cases where you are overseas and require assistance, you should ring the appropiate number outlined
on our Contact Us page, and our team will be able to hlep you with your emergency.
Our Global Response Centre and our Assistance Team will be able to assist in any emergency. We will work with
medical providers, organise hospital gurantees, and take every step necessary to properly manage your assistence
case. The Global Response centre is open 24 hours a day, 7 days a week. If you purchase or currently hold a valid
Worldcare Travel Insurance policy, you are entitled to call our assistance line anytime, from anywhere in the world.
As well as the Contact Us page, the telephone numbers are also listed on your Certificate
of Insurance.
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I'm a little confused – what is the difference between my “Certificate Number” and my “Policy Number” on the claim form?
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If you're completing a form and it prompts you for either of the above, just
put the policy number listed on your Certificate of Insurance. (Yes, both terms
relate to the same number)
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I've downloaded a manual claim form - do I have to complete the medical certificate on the back of the claim form?
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If you claim relates to medical expenses, you need to have your regular doctor
in Australia complete this section of the form.
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Why do your travel insurance policies not cover medical expenses within Australia?
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Our travel insurance policies do not cover medical
costs incurred within Australia because you are already entitled to treatment
under your existing public or private healthcare entitlement.
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What happens if I'm injured overseas & evacuated?
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Our liability ends upon safely repatriating you to home soil, where you are
assimilated into the local healthcare system.
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What kind of documentation is required to process my claim?
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You may be prompted to send us original documents, such as reports or receipts.
Typically, these documents are requirements, and we are unable to action the claim without the relevant
supporting documentation. Each type of insurance claim that you can make may
have a different document required (for example, medical report, invoice,
receipt, police report), we will always advise you of any document required to
action your claim.
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How am I assured of a fair decision?
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In accordance with the General Insurance Code of Practice , our company has an
Internal Dispute Resolution Committee. If you are not satisfied with the outcome
of your claim, you may request that the Committee reviews your claim by writing
to us explaining the reason for your dissatisfaction. You will receive a response
from the Committee within 15 business days of your request being received. If this
does not resolve the matter, we will provide advice on how to contact the industry's
independent external complaints scheme.
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