travel sales

How do I work out which international ‘region' I'm travelling to ?

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, China, Hong Kong, 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.

What is an excess?

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.

How do I work out if there is there an excess on my policy?

For international policies, a NIL excess applies to sections 2, 4, 5, 6, 7, 8, 12, 13, 14, 17 & 18. 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.

Is your insurance available to people over the age of 76 years?

Cover (excluding Pre-existing Medical Conditions except as specified in Step 1 automatically covered Pre-existing Conditions on page 12) is automatically available to travellers aged less than 86 years for Plans A & B and for travellers aged less than 71 years for Plans C & D.

No cover is available under any plans for travellers aged 86 years and over at date of policy issue.

However, the following additional premiums apply to travellers aged 71 to 86 where applicable as at the date of policy issue. (PLEASE NOTE: An additional surcharge for Pre-existing Medical Conditions may also apply).

Travellers aged 71 to 75 years*: + 50% of premium
Travellers aged 76 to 80 years*: + 100% of premium
Travellers aged 81 to 85 years*: + 200% of premium
*Not available for Plans C & D.

What happens after I fill out the online application and give you my payment details?

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, your application will be processed when we receive it via post.

Am I covered if I work overseas?

Our travel insurance is designed for the leisure traveller, and typically does not cover events linked to employment overseas. Our Frequent/Corporate Traveller & Expatriate Medical Protection (coming soon!) are slightly different, read the Policy Wording 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.

If I return home earlier than planned, can I get a partial refund on my insurance?

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).

I am currently overseas and have no insurance – can I still take out your policy?

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.

What happens if I get sick whilst overseas?

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.

Do you cover my luggage?

We cover your luggage and personal effects under Plan A, B and D. (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.)

I might have a ‘pre-existing medical condition' – how do I tell?

You will find a full definition in the Product Disclosure Statement on page 21.

Can my ‘pre-existing medical condition' be covered?

Please refer to the Additional Options section of the Product Disclosure Statement on page 11.

travel claims

How do I make a travel insurance claim?

Download the form from this site. This form is then forwarded to us, including original documents (such as receipts, medical reports, invoices, police reports, etc)

What if it's an emergency?

Contact Mondial Assistance and our team will be able to help you with your emergency. These numbers appear on your Certificate of Insurance and also on our Contact Us page.

I'm a little confused – what is the difference between my “Certificate Number” and my “Policy Number” on the claim form?

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)

I've downloaded a manual claim form - do I have to complete the medical certificate on the back of the claim form?

If you claim relates to medical expenses, you need to have your regular doctor in Australia complete this section of the form.

Why do your travel insurance policies not cover medical expenses within Australia?

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.

What happens if I'm injured overseas & evacuated?

Our liability ends upon safely repatriating you to home soil, where you are assimilated into the local healthcare system.

What kind of documentation is required to process my claim?

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.

How am I assured of a fair decision?

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.