COVID-19 – what you need to know

The spread of COVID-19 coronavirus throughout the world has raised a number of questions, particularly in relation to international travel. To help our members stay informed, we’ve produced a list of frequently asked questions (FAQs), to help you understand how the current situation relates to your travel insurance.

All coverage is assessed on the standard terms and conditions of your policy, which is located in the Product Disclosure Statement. The definition provided under the section titled ‘What is a Medical Condition’ may be of particular relevance in these circumstances.

The World Health Organisation (WHO) has also provided comprehensive FAQ’s which can be found here - https://www.who.int/news-room/q-a-detail/q-a-coronaviruses.

  • COVID-19 FAQs – what you need to know

    I am currently travelling overseas

    1. What coverage do I have for COVID-19 coronavirus under my RAA travel insurance policy?

    i. For customers whose policies were issued before 20 January 2020 at 7am (AEST) for travel to any country; or
    ii. For customers whose policies were issued after 20 January 2020 at 7am (AEST) and before 31 January 2020 at 7am (AEST) for travel to any country (excluding China); or
    iii. For customers whose polices were issued after 31 January 2020 after 7am (AEST) for travel to all other countries. 

    Overseas Medical

    If you contract COVID-19 coronavirus while overseas, and as a result are hospitalised or are held in quarantine overseas, you may be covered for overseas medical expenses and associated expenses under Section 2 of the policy, provided you had not entered into in a ‘Do Not Travel’ region at the time. If you are then deemed unfit to travel there may be limited cover relating to rescheduling your trip.

    Please contact the emergency assistance team on +61 2 8055 1698 for assistance, available 24 hours a day, 7 days a week. 

    All coverage is assessed on the standard terms and conditions of your policy. The definition provided under the section titled ‘What is a Medical Condition’ may be of particular relevance in these circumstances.

    Other sections of the policy

    i. For customers whose policies were issued before 20 January 2020 at 7am (AEST) for travel to any country; or 
    ii. For customers whose policies were issued after 20 January 2020 at 7am (AEST) and before 31 January 2020 at 7am (AEST) for travel to any country (excluding China).

    If the Department of Foreign Affairs and Trade (DFAT) issues a ´Do Not Travel’ while you are overseas that affects your travel plans there may be cover under Section 1 for rescheduling your trip. There may also be cover under Section 1 if another country restricts your entry whilst you are on your Trip.

    Under section 4 Emergency Expenses, there may be cover for the sudden death illness of your close Relative in Australia or overseas Travelling Companion, due to COVID-19 coronavirus.

    All coverage is assessed on the standard terms and conditions of your policy. The definition provided under the section titled ‘What is a Medical Condition’ may be of particular relevance in these circumstances.   

    iii. For customers whose polices were issued after 31 January 2020 after 7am (AEST) for travel to all other countries.

    The policy you purchased does not include cover for the COVID-19 coronavirus under the terms and conditions of the policy as described in the Product Disclosure Statement made available to you prior to policy purchase. COVID-19 coronavirus was a known circumstance when you bought your policy. 

    Any claims relating to government restrictions including Do Not Travel are also not covered.

    2. What coverage do I have under my RAA travel insurance policy for events that are not related to COVID-19 coronavirus

    Any policy purchased, regardless of when the purchase date was, may have coverage for other events under all sections of the policy. Please refer to the Product Disclosure Statement for the standard terms, conditions, limits and exclusions. Some examples include: your passport is stolen in Canada, an earthquake in Greece, or your luggage delayed in Indonesia for 20 hours.

    I have not started my trip

    Cover for Section 1 Cancellation and Lost Deposits and Section 10 Financial Default starts on the day your policy is issued. Cover for all other benefits commences on the day your trip begins. 

    3. What coverage do I have for COVID-19 coronavirus under my RAA travel insurance policy?

    i. For customers whose policies were issued before 20 January 2020 at 7am (AEST) for travel to any country; or
    ii. For customers whose policies were issued after 20 January 2020 at 7am (AEST) and before 31 January 2020 at 7am (AEST) for travel to any country (excluding China). 

    Medical in Australia

    There is no medical coverage within Australia under any section of the policy. This means if you contract COVID-19 coronavirus: medical, ambulance or hospital expenses will not be covered.

    Cancellation

    The policy you purchased includes cover for the COVID-19 coronavirus under the terms, conditions, limits and exclusion of the policy as described in the Product Disclosure Statement made available to you prior to policy purchase. You may need to either cancel or reschedule/defer your trip. The most common examples  include:

    • You contracted COVID-19 coronavirus before your trip began; or
    • The country you are travelling to now has imposed quarantine periods once you arrive; or
    • The country you are travelling to has closed its borders; or
    • The cruise provider has cancelled upcoming sailings; or
    • The airline provider has re-routed your flight.

    In the first instance please contact your travel provider/s to discuss any actual or proposed changes to travel plans for trips booked up until 31 May 2020. Your travel provider can provide you with more information about your options for adjusting your travel itinerary or obtaining refunds or credits. 
    There is no cover for a change of plans resulting from you changing your mind or due to the fear of contracting COVID-19 coronavirus.

    iii. For customers whose polices were issued after 31 January 2020 after 7am (AEST) for travel to all other countries.

    Medical in Australia

    There is no medical coverage within Australia under any section of the policy. This means if you contract COVID-19 coronavirus: medical, ambulance or hospital expenses will not be covered. 

    Other sections of the policy

    The policy you purchased does not include cover for the COVID-19 coronavirus under the terms and conditions of the policy as described in the Product Disclosure Statement made available to you prior to policy purchase. COVID-19 coronavirus was a known circumstance when you bought your policy. 
    Any claims relating to government restrictions including Do Not Travel or quarantine periods are also not covered.

    4. Is cover available if the Australian government says not to travel to a destination?

    i. For customers whose policies were issued before 20 January 2020 at 7am (AEST) for travel to any country; or
    ii. For customers whose policies were issued after 20 January 2020 at 7am (AEST) and before 31 January 2020 at 7am (AEST) for travel to any country (excluding China)

    If the Department of Foreign Affairs and Trade (DFAT) issues a ´Do Not Travel’ while you are overseas or before you depart that affects your travel plans, there may be cover under Section 1 for rescheduling your trip. There may also be cover under Section 1 if another country restricts your entry whilst you are on your Trip.

    iii. For customers whose polices were issued after 31 January 2020 after 7am (AEST) for travel to all other countries 

    The policy you purchased does not include cover for the COVID-19 coronavirus under the terms and conditions of the policy as described in the Product Disclosure Statement made available to you prior to policy purchase. COVID-19 coronavirus was a known circumstance when you bought your policy. Any claims relating to ‘Do Not Travel’ restrictions are not covered.

    General Questions

    5. I want to buy a travel insurance policy today to cover COVID-19 coronavirus. Am I covered?
    Overseas Medical

    The only cover available is for Overseas Medical under Section 2. This benefit commences on you are on your trip.

    If you contract COVID-19 coronavirus while overseas, and as a result are hospitalised or are held in quarantine due to testing, you may be covered for overseas medical expenses and associated expenses under Section 2 of the policy, provided you had not entered into in a ‘Do Not Travel’ region at the time. If you are then deemed unfit to travel there may be limited cover relating to rescheduling your trip.

    Please contact the emergency assistance team on +61 2 8055 1698 for assistance, available 24 hours a day, 7 days a week. 

    All other sections of the policy including Section 1 Cancellation

    Any policy purchased after 7 am (AEST) 31 January 2020, does not include cover for the COVID-19 coronavirus under the terms and conditions of the policy as described in the Product Disclosure Statement made available to you prior to policy purchase. COVID-19 coronavirus is a known circumstance that would give rise to a claim.

    General

    6. Does my policy have a General Exclusion for an Epidemic or Pandemic?

    The policies do not include a General Exclusion specifically for an epidemic, pandemic or infectious disease. 

    Our policy excludes cover for any known circumstance that would give rise to a claim. COVID-19 coronavirus was declared a global health emergency by the WHO (World Health Organisation) on the 31 January 2020. Therefore, coverage will be based on your date of purchase of your policy.

    7. Should I contact my travel provider/s? 

    Yes, we encourage all affected customers to contact their travel provider/s to discuss any actual or proposed changes to travel plans. Your travel provider can provide you with more information about your options for adjusting your travel itinerary or obtaining refunds or credits. 

    8. Where can I find other updates and information?

    Stay up to date on travel information for COVID-19 coronavirus from the Department of Foreign Affairs and Trade (DFAT) Smart Traveller website and World Health Organisation (WHO).

    9. Can I still make a claim for consideration?

    Yes, you can make a claim either online, by email to raaclaims@tmnfatravelinsurance.com.au or over the phone  1300 207 365

     

    The information provided above is general in nature only, and does not take into account your objectives, financial situation or needs. You should consider the appropriateness of the advice having regards to your objectives, financial situation and needs. You should obtain the RAA Travel Insurance Combined Financial Services Guide and Product Disclosure Statement' (PDS) and consider it before making a decision about whether to acquire RAA Travel Insurance.
  • COVID-19 – what you need to know

    The spread of COVID-19 coronavirus throughout the world has raised a number of questions, particularly in relation to international travel. To help our members stay informed, we’ve produced the following list of frequently asked questions (FAQs), to help you understand how the current situation relates to your travel insurance.

    All coverage is assessed on the standard terms and conditions of your policy, which is located in the Product Disclosure Statement. The definition provided under the section titled ‘What is a Medical Condition’ may be of particular relevance in these circumstances.

    The World Health Organisation (WHO) has also provided comprehensive FAQ’s which can be found here - https://www.who.int/news-room/q-a-detail/q-a-coronaviruses.

    I am currently travelling overseas

    1. What coverage do I have for COVID-19 coronavirus under my RAA travel insurance policy?

    i. For customers whose policies were issued before 20 January 2020 at 7am (AEST) for travel to any country; or
    ii. For customers whose policies were issued after 20 January 2020 at 7am (AEST) and before 31 January 2020 at 7am (AEST) for travel to any country (excluding China); or
    iii. For customers whose polices were issued after 31 January 2020 after 7am (AEST) for travel to all other countries. 

    Overseas Medical

    If you contract COVID-19 coronavirus while overseas, and as a result are hospitalised or are held in quarantine overseas, you may be covered for overseas medical expenses and associated expenses under Section 2 of the policy, provided you had not entered into in a ‘Do Not Travel’ region at the time. If you are then deemed unfit to travel there may be limited cover relating to rescheduling your trip.

    Please contact the emergency assistance team on +61 2 8055 1698 for assistance, available 24 hours a day, 7 days a week. 

    All coverage is assessed on the standard terms and conditions of your policy. The definition provided under the section titled ‘What is a Medical Condition’ may be of particular relevance in these circumstances.

    Other sections of the policy

    i. For customers whose policies were issued before 20 January 2020 at 7am (AEST) for travel to any country; or 
    ii. For customers whose policies were issued after 20 January 2020 at 7am (AEST) and before 31 January 2020 at 7am (AEST) for travel to any country (excluding China).

    If the Department of Foreign Affairs and Trade (DFAT) issues a ´Do Not Travel’ while you are overseas that affects your travel plans there may be cover under Section 1 for rescheduling your trip. There may also be cover under Section 1 if another country restricts your entry whilst you are on your Trip.

    Under section 4 Emergency Expenses, there may be cover for the sudden death illness of your close Relative in Australia or overseas Travelling Companion, due to COVID-19 coronavirus.

    All coverage is assessed on the standard terms and conditions of your policy. The definition provided under the section titled ‘What is a Medical Condition’ may be of particular relevance in these circumstances.   

    iii. For customers whose polices were issued after 31 January 2020 after 7am (AEST) for travel to all other countries.

    The policy you purchased does not include cover for the COVID-19 coronavirus under the terms and conditions of the policy as described in the Product Disclosure Statement made available to you prior to policy purchase. COVID-19 coronavirus was a known circumstance when you bought your policy. 

    Any claims relating to government restrictions including Do Not Travel are also not covered.

    2. What coverage do I have under my RAA travel insurance policy for events that are not related to COVID-19 coronavirus

    Any policy purchased, regardless of when the purchase date was, may have coverage for other events under all sections of the policy. Please refer to the Product Disclosure Statement for the standard terms, conditions, limits and exclusions. Some examples include: your passport is stolen in Canada, an earthquake in Greece, or your luggage delayed in Indonesia for 20 hours.

    I have not started my trip

    Cover for Section 1 Cancellation and Lost Deposits and Section 10 Financial Default starts on the day your policy is issued. Cover for all other benefits commences on the day your trip begins. 

    3. What coverage do I have for COVID-19 coronavirus under my RAA travel insurance policy?

    i. For customers whose policies were issued before 20 January 2020 at 7am (AEST) for travel to any country; or
    ii. For customers whose policies were issued after 20 January 2020 at 7am (AEST) and before 31 January 2020 at 7am (AEST) for travel to any country (excluding China). 

    Medical in Australia

    There is no medical coverage within Australia under any section of the policy. This means if you contract COVID-19 coronavirus: medical, ambulance or hospital expenses will not be covered.

    Cancellation

    The policy you purchased includes cover for the COVID-19 coronavirus under the terms, conditions, limits and exclusion of the policy as described in the Product Disclosure Statement made available to you prior to policy purchase. You may need to either cancel or reschedule/defer your trip. The most common examples  include:

    • You contracted COVID-19 coronavirus before your trip began; or
    • The country you are travelling to now has imposed quarantine periods once you arrive; or
    • The country you are travelling to has closed its borders; or
    • The cruise provider has cancelled upcoming sailings; or
    • The airline provider has re-routed your flight.

    In the first instance please contact your travel provider/s to discuss any actual or proposed changes to travel plans for trips booked up until 31 May 2020. Your travel provider can provide you with more information about your options for adjusting your travel itinerary or obtaining refunds or credits. 
    There is no cover for a change of plans resulting from you changing your mind or due to the fear of contracting COVID-19 coronavirus.

    iii. For customers whose polices were issued after 31 January 2020 after 7am (AEST) for travel to all other countries.

    Medical in Australia

    There is no medical coverage within Australia under any section of the policy. This means if you contract COVID-19 coronavirus: medical, ambulance or hospital expenses will not be covered. 

    Other sections of the policy

    The policy you purchased does not include cover for the COVID-19 coronavirus under the terms and conditions of the policy as described in the Product Disclosure Statement made available to you prior to policy purchase. COVID-19 coronavirus was a known circumstance when you bought your policy. 
    Any claims relating to government restrictions including Do Not Travel or quarantine periods are also not covered.

    4. Is cover available if the Australian government says not to travel to a destination?

    i. For customers whose policies were issued before 20 January 2020 at 7am (AEST) for travel to any country; or
    ii. For customers whose policies were issued after 20 January 2020 at 7am (AEST) and before 31 January 2020 at 7am (AEST) for travel to any country (excluding China)

    If the Department of Foreign Affairs and Trade (DFAT) issues a ´Do Not Travel’ while you are overseas or before you depart that affects your travel plans, there may be cover under Section 1 for rescheduling your trip. There may also be cover under Section 1 if another country restricts your entry whilst you are on your Trip.

    iii. For customers whose polices were issued after 31 January 2020 after 7am (AEST) for travel to all other countries 

    The policy you purchased does not include cover for the COVID-19 coronavirus under the terms and conditions of the policy as described in the Product Disclosure Statement made available to you prior to policy purchase. COVID-19 coronavirus was a known circumstance when you bought your policy. Any claims relating to ‘Do Not Travel’ restrictions are not covered.

    General Questions

    5. I want to buy a travel insurance policy today to cover COVID-19 coronavirus. Am I covered?
    Overseas Medical

    The only cover available is for Overseas Medical under Section 2. This benefit commences on you are on your trip.

    If you contract COVID-19 coronavirus while overseas, and as a result are hospitalised or are held in quarantine due to testing, you may be covered for overseas medical expenses and associated expenses under Section 2 of the policy, provided you had not entered into in a ‘Do Not Travel’ region at the time. If you are then deemed unfit to travel there may be limited cover relating to rescheduling your trip.

    Please contact the emergency assistance team on +61 2 8055 1698 for assistance, available 24 hours a day, 7 days a week. 

    All other sections of the policy including Section 1 Cancellation

    Any policy purchased after 7 am (AEST) 31 January 2020, does not include cover for the COVID-19 coronavirus under the terms and conditions of the policy as described in the Product Disclosure Statement made available to you prior to policy purchase. COVID-19 coronavirus is a known circumstance that would give rise to a claim.

    General

    6. Does my policy have a General Exclusion for an Epidemic or Pandemic?

    The policies do not include a General Exclusion specifically for an epidemic, pandemic or infectious disease. 

    Our policy excludes cover for any known circumstance that would give rise to a claim. COVID-19 coronavirus was declared a global health emergency by the WHO (World Health Organisation) on the 31 January 2020. Therefore, coverage will be based on your date of purchase of your policy.

    7. Should I contact my travel provider/s? 

    Yes, we encourage all affected customers to contact their travel provider/s to discuss any actual or proposed changes to travel plans. Your travel provider can provide you with more information about your options for adjusting your travel itinerary or obtaining refunds or credits. 

    8. Where can I find other updates and information?

    Stay up to date on travel information for COVID-19 coronavirus from the Department of Foreign Affairs and Trade (DFAT) Smart Traveller website and World Health Organisation (WHO).

    9. Can I still make a claim for consideration?

    Yes, you can make a claim either online, by email to raaclaims@tmnfatravelinsurance.com.au or over the phone  1300 207 365

     

    The information provided above is general in nature only, and does not take into account your objectives, financial situation or needs. You should consider the appropriateness of the advice having regards to your objectives, financial situation and needs. You should obtain the RAA Travel Insurance Combined Financial Services Guide and Product Disclosure Statement' (PDS) and consider it before making a decision about whether to acquire RAA Travel Insurance.
  • Why do I need travel insurance?

    Travel insurance gives you protection when unforeseen events occur while travelling and you incur unexpected expenses. It will cover you for things like theft, accidents, or medical problems, and is just as important as your passport. To find out more about the benefits of travel insurance, visit the Department of Foreign Affairs and Trade website www.smartraveller.gov.au

  • Who is the insurer for RAA’s travel insurance?

    RAA Travel insurance is issued by Tokio Marine & Nichido Fire Insurance Co., Ltd (Tokio Marine & Nichido) ABN 80 000 438 291, AFSL 246548. Its managing agent, Tokio Marine Management (Australasia) Pty. Ltd. ABN 69 004 488 455 (TMMA) is authorised to act on behalf of Tokio Marine & Nichido to issue its policies and handle and settle claims in relation to those policies, subject to the terms of the authority. RAA is an authorised representative of TMMA.
    As well as Travel Insurance, Tokio Marine & Nichido also work with the general insurance market through insurance brokers and provide insurance for commercial and corporate businesses in Australia. Tokio Marine & Nichido was founded in 1879 in Japan, operates in multiple countries and employees thousands of people worldwide.

  • I’ve purchased a travel insurance policy, but I made a mistake on something. How can I update it?

    Get in touch as soon as possible on 8202 4346 and we can help sort it out for you. 

  • Can I change my mind and cancel the policy?

    You have 21 days from the date of issue of the policy (shown on your Certificate of Insurance) to make sure the policy is right for you. As long as you haven’t started your trip and don’t want to claim against your policy, you can cancel. Just call or email travel@raa.com.au and we’ll sort it out for you.

  • Can I extend my policy?

    In some circumstances, you can. 

    You can extend your policy free of charge if the delay is due to a reason that you could claim under your policy, subject to our approval. This is for both our Single Trip and Multi-Trip policies.

    For other reasons you can apply to extend your International Single-Trip Policy by phoning us on 8202 4346 or send an email to travel@raa.com.au at least 5 days before your original policy was due to end. Extension of cover needs our written approval and you will need to pay any applicable extra premium. If we agree to extend cover we will issue a new Certificate of Insurance. The period of insurance on your new Certificate of Insurance cannot be longer than a combined maximum period of 12 months.

  • Are my children covered under my policy?

    Yes! Your children and grand-children are covered, provided they’re travelling with you, they’re not over the age of 25 and they’re not working full time. They’ll need to be listed on your Certificate of Insurance and there’s no additional cost as long as they don’t need a medical assessment for a pre-existing medical condition. They’re also covered under the Ski and Winter Sports option. If you haven’t listed them, contact us before you leave.

  • What policy benefits and limits apply to my children or grandchildren?

    Children or grandchildren travelling with you under 25 and don’t work full time get all the same benefits as you would on your policy. There are some sections of the policy where limits are combined, whereas others have a per person benefit. Be sure to refer to your Product Disclosure Statement for full details. 

  • Do I need to list every country I’m travelling to when buying my policy?

    Yes, you should list all countries to confirm cover is available in those destinations. For countries listed as ‘Do Not Travel’ by the Department of Foreign Affairs and Trade, cover is not provided, so be sure to check www.smartraveller.gov.au

  • Which policy do I get if I’m going on a crusie?

    If your cruise is only in Australian waters – or just calling into Australian ports – you’ll still need to get a policy that covers medical expenses while onboard the ship, as those services generally aren’t covered by Medicare. In this instance, just select ‘Australian Cruise’ as your destination (not Domestic), and you’ll be covered for medical and evacuation cover while at sea, but not if you go into a medical cover while in Australia. 

    For international cruising, select the countries you’ll be visiting as normal, and click ‘Yes’ when asked ‘Going on a cruise?’.

  • Is there a maximum trip duration for an Annual Multi-trip policy?

    You can select the maximum trip length from three options – 30, 45 or 60 days. When purchasing, you need to select the number of days that will cover any trip you might take in the 12-month period you’re covered for. The days allowed may be increased to a longer duration during the policy period, at an additional cost.

  • How many trips can I take on an Annual Multi-trip policy?

    As many as you want! You’ll just need to make sure you don’t exceed the maximum trip length you’ve selected to ensure each entire trip is covered.

  • Do the limits on my Annual Multi-trip policy apply per person or per policy?

    Your benefits are per adult, so the limits will be reinstated after each trip.

  • What is a medical assessment?

    This is an online set of questions that you’ll need to complete if you’ve listed a pre-existing medical condition that’s no covered under the policy. You can do this as part of the quote and we’ll let you know if you’re covered and the cost.

  • What’s defined as a medical condition?

    In our Product Disclosure Statement, a “medical condition” is defined as:

    a. any physical condition, illness or disease, or complication, for which treatment, medication, surgery or advice (including investigation) has been received or  prescribed by a medical practitioner, dental or health professional in the 24 months prior to your purchase of this policy; and/or

    b. any chronic or ongoing (whether chronic or otherwise) medical or dental condition, illness or disease medically documented prior to your purchase of this policy; and/or

    c. any new physical defect, condition, illness, mental illness, disease or assessment that becomes reasonably known to you after your purchase of this policy and prior to your trip departure – as shown as the period of insurance on your Certificate of Insurance; and/or

    d. any change to a current physical defect, condition, illness, mental illness, disease or assessment that becomes reasonably known to you after your purchase of this policy and prior to your trip departure – as shown as the period of insurance on your Certificate of Insurance; and/or

    e. any condition medically documented that involves/involved your heart, brain, circulatory system/blood vessels, lungs or respiratory system, plus any type of cancer or mental illness, reasonably known to you, for which treatment, medication, surgery or advice has ever been received or prescribed by a medical practitioner or health professional prior to your purchase of this policy and prior to your trip departure – as shown as the period of insurance on your Certificate of Insurance.

    This definition applies to you, your travelling Companion, a relative or any other person. If you are unsure whether you have a Medical Condition, give us a call.

  • Am I covered if I’m pregnant?

    Our policies provide limited cover for pregnancy. The following restrictions apply for any person where a claim may arise in any way and is related to pregnancy regardless of whether it has been assessed or not:

    Cover is only provided for unexpected complications before the 26th week or childbirth before the 26th week, which was accelerated by accidental injury. 

    We cover single, non-complicated pregnancies automatically. For all other pregnancies, a medical assessment must be completed. As with all travel insurance, it’s important that expectant mothers consider if they should travel; seek their doctor’s advice; and, ensure they have the right level of cover for their needs.

  • Are any medical conditions automatically covered?

    The following list of conditions are automatically covered with no additional premium, provided they aren’t associated with any conditions you listed as part of the medical screening process and you haven’t been hospitalised (for day surgery or to emergency) for the condition in the past 24 months.

    1. Acne
    2. Allergies limited to Rhinitis, Chronic Sinusitis, Eczema, Food Intolerance, Hay Fever
    3. Bell’s Palsy
    4. Benign Positional Vertigo
    5. Bunions
    6. Carpal Tunnel Syndrome
    7. Cataracts
    8. Coeliac Disease
    9. Congenital Blindness
    10. Congenital Deafness
    11. Dry Eye Syndrome
    12. Glaucoma
    13. Gout
    14. Graves’ Disease
    15. Incontinence
    16. Insulin Resistance
    17. Macular Degeneration
    18. Meniere’s Disease
    19. Migraine
    20. Plantar Fasciitis
    21. Raynaud’s Disease
    22. Solar Keratosis
    23. Trigger Finger

    Please also read the ‘General Exclusions’ that apply to all sections of your policy in the Product Disclosure Statement. 
  • What’s the emergency claim number to call while I’m travelling?

    If you have an emergency overseas, our Emergency Assistance team is available 24/7 every day of the year. Call us on +61 2 8055 1698 (reverse charges from the overseas operator). It’s also a good idea to register your details with the Department of Foreign Affairs and Trade on their website: http://www.smartraveller.gov.au/

  • Who do I contact if I get sick or injured while travelling overseas?

    If it’s an emergency, get it touch with our Emergency Assistance team for help by calling +61 2 8055 1698 (reverse charges from the overseas operator). 

    If you’re hospitalised, you – or a member of your travelling party – must get in touch with us as soon as possible. If you don’t, we may not pay for expenses, evacuation or airfares that haven’t been approved by us.

    In the event that you’re not hospitalised, but the total cost of treatment will exceed $2,000, you need to contact us as soon as possible. Again, we might not pay for any expenses that haven’t been approved. 

    For any medical costs under $2,000, you need to keep all your medical reports and receipts. These will be used to support your claim when it’s lodged. 

    Our policies only cover medical expenses while you’re overseas. Our Domestic policies don’t include medical cover, as we’re prevented from paying costs that would be covered by Medicare or private health insurers. This also extends to any gap payments.

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