FAQ

Why do I have to choose a region for my travel insurance?

Our travel insurance is split into regions, so that we can offer you the best and most affordable insurance packages possible. Our worldwide cover is the most comprehensive cover that we offer, while our European insurance will also cover you for travel in Asia and the Pacific.

If, however, you know that you will just be travelling in Asia or the Pacific, we are able to offer even better rates. Just tell us where you are going and we will give you our best rates.

When does my cover start?

If you pay for your travel insurance upfront, you are covered from the moment that the balance is paid in full. So, whether you pay online or by credit card, you can sleep soundly knowing that you are covered from day one.

Should I buy single trip or multi-trip travel insurance?

If you think that you will travel more than once this year, it is worth asking us to provide a quote for our multi-trip travel insurance. The cost will depend on where in the world you intend to travel, but if you are travelling at least twice in one year, our multi-trip cover could be better value for money than two single trip policies.

Can I travel without my travel insurance documents?

The short answer is yes. As long as you have your policy number with you, you are covered. There is no need to carry all of your documentation around with you as your travel.

How can I find out exactly what my policy covers?

If you are a little worried that you may not be covered for a particular item or expense, just give us a call, quoting your policy number, and we can tell you all the details of your policy, instantly. You can also view a full summary of your policy at any time by logging onto our website and inputting your policy number.

Does it matter how old I am when purchasing travel insurance?

We are, unfortunately, only legally allowed to provide travel insurance if you are over 18. If you are younger than this, your parents will be required to name you on their policy. We are, furthermore, able to offer our single and multi-trip travel insurance to adults up to the age of 80.

Can I take out a policy if I am already overseas?

No. You must take out your travel insurance before you leave the country in order to be covered. If you wish to extend the length of your existing cover while abroad, please contact our team to discuss the terms and conditions further.

Can I get cover if I have a pre-existing medical condition?

We pride ourselves on providing cover for as many Australian residents as we can. There are, unfortunately, a number of pre-existing medical conditions for which we are unable to provide insurance at this time. Check out our website for a full list of pre-existing medical conditions that we are able to provide cover for or call our team of operators to discuss your individual case.

How do I make a claim?

We pride ourselves on making our claim process as easy as possible for our customers. In order to make a claim, fill out our online form or call one of our operators, who are on standby 24 hours per day. Simply have your travel insurance policy to hand and as much information about the claim as possible, including any reference numbers given to you by the authorities, in the case of a theft.

What happens if I have to be evacuated back to Australia?

The safety of our customers is our number one concern. All our travel insurance includes an emergency evacuation clause. If you are stuck in a foreign country, and unable to receive adequate medical attention there, we will airlift you back to Australia and ensure that you receive the best medical attention that is available.

How does the excess work?

When you take out your travel insurance with us, you will be made aware of any excesses that are applicable when making a claim. We try to keep these excesses as low as possible, for the benefit of our customers. If any excess is due, you will be asked to make the small payment first, while we pick up the larger tab.

Am I covered for Winter Sports, such as skiing?

If you intend on undertaking any Winter Sports while you are on vacation, ensure that you check the Winter Sports box on our online form or make our operators aware of your intentions. The cost of your cover will increase and, in the interests of transparency, we will tell you exactly how much extra you have paid.

Am I covered for medical treatment in Australia?

As an Australian resident, you are entitled to Medicare, so there is no need for us to cover your medical expenses in Australia. We specialise in ensuring that your medical costs are covered abroad, as these can often be astronomically high.