If your journey has to be rearranged or cancelled, cover for cancellation or amendment fees is included in Basic, Comprehensive and Annual Multi-Trip policies for domestic and overseas travel, but is not included in the Saver policy.

We'll pay if your trip is cancelled or shortened at any time through circumstances outside your control that you didn't expect or intend (e.g. due to medical reasons not relating to Pre-Existing Conditions, death of a relative residing in Australia or New Zealand, unknown natural disaster, serious damage to home in Australia).

An excess applies to this benefit. The excess you chose when you purchased your policy will appear on your Certificate of Insurance.

At all times, you must ensure you take all precautions to prevent injury or illness.

You may not be covered for any claim directly or indirectly arising from you, your partner, or your travelling companion using alcohol or drugs (unless the drugs have been prescribed by your doctor).

If you are injured or become unwell overseas and are hospitalised, you or a member of your travelling party MUST notify us as soon as possible. Our emergency assistance team on +61 2 8883 7079 is available 24/7, every day of the year (you can ask for a reverse charge call from overseas).

In an emergency situation, our team will help you with any medical problems, locate the nearest medical facilities, bring you home if medically necessary, locate embassies and consulates and liaise with loved ones and work colleagues where required.

For non-emergency assistance, you can lodge a claim online 24/7 or contact us on 1300 10 1234 and a member of our claims team will guide you through the process. You need to let us know about any claim or incident that might result in a claim as soon as possible and within 30 days of your return to Australia.

If you travel to a particular country, or parts of a particular country, against the advice of mass media, the government, or another body's warning, where there are reports of a strike, riot, bad weather, civil protest or contagious disease (epidemic or pandemic) and you did not take appropriate action to avoid this, then you will not be covered.

Before making travel plans and directly before leaving for your trip, you should check out World Health Organization and Smart Traveller for further information regarding the country(s) you are travelling to and their status, to ensure that there is cover for the destinations you are planning to travel to.

A domestic policy covers you for a journey where your destination is in Australia and is at least 200 km from your home. You're covered for a domestic journey with a Basic, Saver & Comprehensive Travel Insurance policy and the cover offered under each policy type is defined within the Product Disclosure Statement.

Domestic cover can't be offered for medical expenses where Medicare or any other health care plan is available.

As a general guide, cover is provided for the following benefits under an Australian domestic policy:

Cancellation fees and lost deposits
Additional expenses
Theft of cash
Luggage and personal effects
Travel delay expenses
Special events
Personal liability
Rental vehicle excess
Pet Care
Accidental death

 

Depending on your policy, we cover permanently lost, stolen and accidentally damaged luggage items. Please refer to the Product Disclosure Statement for full details and conditions.

For loss or theft of your luggage and personal effects, you must report the incident to the police within 24 hours of becoming aware of the loss for the claim to be considered.

If you lose something, you still need to report it to the police and obtain a written statement from the appropriate authority (e.g. airline, rail authority) you were travelling on when the loss occurred. You must also provide receipts or proof of purchase for the items that have been lost/stolen/damaged.

If there is an excess, it will be deducted from each luggage and personal effects claim, unless you removed the excess when you purchased your policy.

You can lodge a claim for the loss while you are still travelling or upon your return to Australia. You can make a claim online now, call us on 1300 10 1234 or submit your claim by post or via email.