We've tried to pull together as many of the questions we're asked the most. Whether you are a policy holder or looking to compare travel insurance companies and there's something we haven't answered, drop us a line at firstname.lastname@example.org
Please note all responses are subject to the policy terms and conditions which can be found here.
Mount Agung Volcanic activity - BaliA:
Issued: 2pm on 18th September Sept 2017, AEST
The volcanic activity at Mount Agung, Bali, Indonesia has increased significantly and the evacuation zone around the volcano has been extended by Indonesian officials. We recommend you regularly check for updates through news agencies and your travel provider.
For policies purchased up to 2pm (AEST) on 18th September 2017
In principle advice regarding policy response to claims for cancellation, disruption and delay of scheduled travel arrangements is provided below.
2. Disruption experienced pre-departure
If you have not yet departed on your trip and your outbound flight arrangements are cancelled due to:
a)a government regulation relating to the Volcanic Ash events which prevents you from travelling as scheduled; or
b)the Australian government issues a Level 4 Do Not Travel warning advising against travel to Indonesia / affected region and which remains in force 14 days prior to scheduled travel;
Previously, some airlines offered refund vouchers in the event of cancellation due to the ash cloud and in this case, we would recommend you liaise with the airline/s, travel agent/s and associated travel providers to minimise any loss / claim.
1. Disruption experienced post-departure
Please contact your service provider in the first instance. Airlines, accommodation providers and tour companies may provide refunds, credit notes or alter your bookings without charging additional fees.
Claims for disruption to scheduled travel arrangements post-departure are for consideration under Section 4 or 8 of the policy. Section 4 operates under all cover levels (i.e. Classic, Premier and Deluxe). Section 8 cover is only available under Premier and Deluxe policies.
Subject to relevant terms and conditions, Section 4 will respond to compensate the Insured Person for additional accommodation and travel expenses incurred to reach the destination if, due to the failure of public transport, you arrive at a departure point too late to board the public transport on which you are scheduled to travel.
Subject to relevant terms and conditions, Section 8 provides monetary compensation to the Insured Person if the public transport on which they are booked to travel is delayed for at least 12 hours.
All Insured Persons must act as a “prudent uninsured” and proceed on the most economical basis to minimise their loss. We therefore suggest in the first instance you liaise with airlines and associated travel providers to reschedule travel arrangements / obtain refunds as appropriate. Some airlines and similar carriers will provide accommodation to passengers whose travel is disrupted due to natural disasters and you should avail yourself of this facility if possible.
All claims for additional accommodation and travel expenses must be supported by receipts, evidence of your pre-booked travel schedule and actual travel arrangements.
If you are overseas and your return to your home town or city in Australia is affected by the Mt Agung volcano, your policy will automatically extend until you are able to return on the next available flight. You do not need to contact us to organise this extension.
For Single Trip and Multi Trip policies purchased on or after 2pm 18th September 2017:
Insurance serves to provide cover for sudden and unforeseen risks. It is not possible to insure against known risks and the policy specifically excludes claims resulting from circumstances known at the time of policy purchase or trip booking and which could reasonably be expected to give rise to a claim.
Accordingly, no cover will be afforded for any claim which relates to the Mt Agung Volcanic activity/ash cloud under policies purchased on or after 2pm 18th September 2017 or trips booked under an Annual Multi Trip policy on or after 2pm 18th September 2017.
No two claims are the same and accordingly, claims are assessed on a case-by-case basis. The advice provided herein is of a general nature. Claims are assessed on their individual merits and are subject to the terms and conditions of the Product Disclosure Statement (PDS) which was provided to you at the time of policy purchase and / or is available for download from this site.
Please ensure that you retain / obtain all documentation which you will need to support your claim for disruption to your scheduled travel arrangements and additional costs you incur.
Download Product Disclosure Statement
How much does a travel insurance policy cost?A:
When calculating the cost of your travel insurance, we take a number of factors into account, including:
- how many travellers there are to be insured;
- where you are travelling to;
- how long you are travelling;
- the level of cover you have chosen;
- how old you are; and
- if you have selected any additional cover such as winter sports.
When you get your quote it will show the total price for all the travellers entered when obtaining the quote. You then need to select the level of cover that you want; enter your contact details and those to be insured. As soon as your credit card payment has been processed online, you will receive an email with your certificate.
To get a travel insurance quote please visit www.travelinsuranz.com.au
Who Can Buy This Insurance?A:
This travel insurance is available for those people domiciled in Australia or non-domiciled residents who have been resident for a period of not less than 3 months at the date of purchase. So, if for example, you are on a 457 visa and you have lived in Australia for at least the past 3 months, then you can take out a policy with Travel Insuranz. If you have been in Australia for less than 3 months, please click here. This insurance is only available for people aged 70 or under at the time of buying the policy.
If you are an Australian resident already overseas and you forgot to take out insurance before you left or your existing policy has run out or is due to expire then you can take out a policy with us from overseas. The policy end date must be the date that you plan to return to Australia. Please note that there is no cover for the first 48 hours from the policy start date.
Is there a Money Back Guarantee?A:
We are so confident that you will be satisfied with our travel insurance, that we even offer a 100% Money-Back Guarantee. If, having purchased the policy, you want to cancel it, you can do so within 14 business days and obtain a full refund, provided you have not made a claim and your trip has not commenced.There are no refunds available after the initial cooling off period.
What are the areas of travel?A:
When you obtain a quote, you will be asked where you will be travelling to. To ensure that cover is in place, it is important that you select the correct area. You must select the area that covers your entire trip.
- Worldwide including the USA and Canada.
- Worldwide excluding the USA and Canada other than stopovers not exceeding 48 hours.
- South Pacific including New Zealand including stopovers in other areas not exceeding 48 hours.
If you have paid the appropriate Annual Multi-Trip travel insurance premium, trips wholly within Australia are insured if they include at least one overnight stay and a minimum distance of 250kms from your place of residence
Travellers on domestic cruises within Australian waters should select their area of travel as South Pacific inc New Zealand to ensure that cover is available for emergency medical assistance and expenses.
What do I get when I have bought a policy?A:
Immediately after your payment has been processed, a Certificate of Insurance with a link to the Product Disclosure Statement will be issued and sent to your email address.
Can we arrange travel insurance for our school or club group?A:
Travel Insuranz is one of the few online companies that allow group bookings. The person purchasing an insurance policy on behalf of a group must ensure that every person to be insured has been advised to read this PDS/Policy Wording and their attention drawn to the policy exclusions and conditions. The person purchasing the policy is required to answer all questions on behalf of all persons to be insured to the best of their knowledge and belief and should undertake all reasonable steps to obtain the required information in respect of each and every person to be insured.
How do I amend a policy?A:
Need to make a change? - simply sign into your account 24/7 and in addition to viewing your policies and quotes you'll be able to do the following:
Before your travel has started you can:
Change an age / a name / an email address
Extend policy end date
Add / amend snow sports cover
Upgrade your plan
Change your area of travel
After your travel has started you can:
Extend the policy end date (up to 12 months in total)
Add / amend snow sports cover (2 day waiting period)
Not in the list? For all other queries or changes, please click here
Does your travel insurance cover working overseas?A:
Travel Insuranz automatically covers you for non‐manual, non‐hazardous work overseas, such as working in a bar or an office.
There is no cover for claims connected with you engaging in manual work in conjunction with any profession, business or trade during your trip. Manual work includes: the use of plant, machinery, power tools; or work in the building trades, security, professional sports, emergency services, extracting, manufacturing, forestry, or any work at a height greater than two metres or working at sea or as aircrew.
There is no cover for Personal Liability whilst working as this would normally be arranged by your Employer. If you are unsure as to what would be considered non-manual, non hazardous work, please email us.
What sports and adventure activities do you cover?A:
We provide cover for your amateur participation in a wide range of sports and leisure activities. To view a list of sports and activities that are automatically please click on the following link - sports and activities travel insurance.
Please note that there is no cover for your participation as a professional sportsman or participation in any form of competition unless agreed in advance.
Travelling one way or don't know when you will be back?A:
For policies purchased in Australia:
Unlike most other Insurers, we let you take out a policy even if you don't have a return ticket or you don't intend to return to Australia.
We define one way travel as any trip which there is no expected date of return to Australia and/ or there is no return ticket booked. When obtaining a quote, you will be required to nominate your final destination, which will be used as the destination for any medical repatriation or curtailment. In respect of one way travel, cover ceases on the nominated expiry date shown on your certificate of insurance.
If you are an Australian resident and presently overseas and you looking to take out a travel insurance policy with us, the policy end date must be the date that you intend to return to Australia. Therefore, the option to extend is not available.
Can I extend my travel insurance from overseas?A:
For policies purchased while in Australia:
Sometimes you decide that you want to stay overseas longer than you had originally planned when you bought your travel insurance. You can normally extend your policy whilst you are overseas up to a maximum period of 12 months in total from the date cover first started. If you are going to be away for more than a year you would need to take out a new policy. The maximum duration that we can insure anyone travelling to the USA is 364 days.
To extend your policy - simply sign into your account.
For policies purchased overseas:
Our insurance is appropriate if you are an Australian resident and are overseas intending to return to Australia on the date your policy ends. Therefore, the option to extend is not available.
How can I pay for my travel insurance?A:
Buying your policy online using Visa, Mastercard or American Express is simple, secure and guarantees you at least a 20% discount on our normal over-the-phone selling prices. There are no credit card charges. If your premium is $500 or more we can normally arrange a bank transfer if required. Please click here to send us an email request.
What dates should I enter when getting a quote?A:
For Standard Travel Insurance:
Your policy start date is the date that you leave your home in Australia. You will be covered under the cancellation section of your travel insurance from the moment you buy your policy until the date you leave Australia.
The end date is the date that you arrive back to your home in Australia or your nominated expiry date whichever is the sooner.
For Annual Multi Trip Travel Insurance:
The start date is the date that you want to be insured from. If you already have a trip booked and you want to be covered under the cancellation section for this then you should enter today's date. The overall period of insurance is 12 months. This insurance then covers an unlimited number of business/leisure trips starting within that period, provided that no single trip is longer than 93 days. Snow sports are covered up to 23 days in total.
Trips wholly within Australia are insured if they include at least one overnight stay and a minimum distance of 250kms from your place of residence.
The Deluxe policy allows each insured person named on the certificate to be covered if they travel independently of other named Insured Persons.
What is an excess?A:
An excess is the first amount payable in the event of a loss and so is the uninsured portion of your loss. This excess helps to prevent minor claims and it also deters fraudulent claims. It therefore helps to keep our premiums as low as possible.
Do you cover skiing and snowboarding?A:
If you are planning to ski or snowboard whilst you’re travelling simply enter the dates when you will be taking part when you get a travel insurance quote. This will ensure that you are covered for any medical expenses whilst skiing or snowboarding. The annual multi-trip travel insurance gives up to 23 days ski and snowboarding cover automatically free of charge.
If you don't know the dates when you'll be skiing or snowboarding at the time of taking out the insurance, drop us an email when you have the details and we will arrange with you to add cover.
All Travel Insuranz travel insurance policies automatically include cover for cruises. Travellers on domestic cruises within Australian waters should select their area of travel as 'South Pacific including New Zealand' to ensure that cover is available for emergency medical assistance and expenses.
What cover is there for terrorism?A:
You are covered, subject to the policy terms and conditions, to travel anywhere that the Australian government does not have a specific "do not travel" advice. So, for example, if you were involved in a terrorist act you would be covered for medical expenses etc.
If the government advice was to change to "do not travel" from a lesser advice, such as 'high degree of caution' or 'reconsider need to travel' then subject to the policy terms and conditions, the Travel Insuranz policy would give you the option to cancel before travel if the advice did change. For the latest government advice, please visit www.smartraveller.gov.au
Does your policy include Medical Evacuation?A:
Absolutely! If it is deemed medically necessary by our assistance providers and you are fit to travel, our emergency service would arrange for you to be returned to Australia.
Do you cover motorcycling?A:
You are covered, subject to the policy terms and conditions, if you are in control of a Motorcycle and have a current Australian motorcycle licence, or you are a passenger travelling on a Motorcycle that is in the control of a person who holds a current motorcycle licence valid for the country you are travelling in.
You are also covered if you are in control of a Moped or Scooter and have a current Australian motorcycle or drivers licence, or you are a passenger travelling on a Moped or Scooter that is in the control of a person who holds a current motorcycle or drivers licence valid for the country you are travelling in.
What are your policy terms and conditions?A:
We strongly recommend that you read our Product Disclosure Statement carefully before you buy your policy as this tells you what you are covered for. It also tells you what to do in the event of a medical emergency and how to make a claim. To view our PDS, please click here.
Do you cover pre-existing medical conditions?
What if I am already Travelling Overseas and need insurance?A:
If you are an Australian resident already overseas and you forgot to take out insurance before you left or your existing policy has run out or is due to expire then you can take out a policy with us from overseas. The policy end date should be the date that you plan to return to Australia. Please note that there is no cover for the first 48 hours from the policy start date.
Am I covered to drive a car?A:
Yes, subject to you having an appropriate licence, although you will not be covered under the Personal Liability section for driving. This cover should be provided by the car owner or rental company.
I am going away for a year, but will return home briefly in the middle of my trip. Is the cover continuous?A:
If you take a standard policy with us for a 12 month period, the answer is yes, however, there is no cover whilst you are back home in Australia.
Are unused periods of insurance refundable, if I return home early?A:
No, in a nutshell. If in doubt, it is better to take a shorter period of cover and extend later, if required.
Am I covered if I miss my flight because of a traffic jam on the motorway?A:
Yes, if there has been a road traffic accident or vehicle breakdown delaying the vehicle in which you are travelling.
Am I covered if my flight is delayed and I miss a connection because of the delay?A:
Yes, for necessary additional accommodation and travel expenses up to the policy limit, provided you have left sufficient time between the two flights, i.e. planned to arrive at your departure point at the earliest scheduled check-in time.
What should I do with my belongings if I’ve gone to the beach and want to have a swim?A:
You should not leave any money or valuables unattended at any time. If necessary, ask someone you know to look after your belongings.
Am I covered if I accidentally cause damage in the hotel I’m staying in?A:
Yes, up to the policy limit (Personal Liability section), but subject to the excess (See Product Disclosure Statement).
Am I covered for cancellation if one of my relatives is taken ill?A:
Yes, subject to the policy terms and conditions relating to the health of travelling companions and others on whom the journey may depend. The insurance will pay your cancellation costs if your relative is taken ill or dies before you are due to go away necessitating you to cancel the trip. A relative means any of the following who is under 85 years and is resident in Australia or New Zealand: husband or wife (or de facto partner with whom you are living permanently at the same address), parent, grandparent, parent-in-law, brother, sister, son, daughter, step-parent, step-son, step-daughter, grandchild, brother-in-law, sister-in-law, son-in-law, daughter-in-law or fiancé(e) .
If I have to return home for an insured reason, will the insurance compensate me for my lost holiday?A:
Curtailment means cutting your planned journey short by early return to Australia or admission to hospital overseas as an in-patient so that you lose the benefit of the accommodation you have paid for. The insurance will pay on the basis of the number of complete nights accommodation lost. In respect of travel expenses, the insurance will pay for any additional costs, but not for the loss of pre-booked arrangements.
Who are the travel insurance Insurers?A:
Travel Insuranz policies are insured through the World's largest insurance market - Lloyd's of London - to give you complete peace of mind. For more information about Lloyd's, visit their website - www.lloyds.com
Is there a medical emergency service?A:
24 / 7 Medical Emergency Helpline is provided by one of the world’s leading travel insurance assistance companies. Full contact details are shown in your travel insurance certificate which is sent to you after you have bought a policy.
Is there a claims guarantee?A:
Yes. Valid, fully documented claims will be paid within just 10 working days.
Are my credit card details safe?A:
Travel Insuranz uses industry standard 128 bit SSL (Secure Socket Layers) to encrypt data transferred between your browser and our server. Regarded as bank level encryption, 128 bit is the strongest level of encryption supported by standard web browsers such as Internet Explorer, Mozilla Firefox and Apple Safari. Customer credit card details are processed by eWAY together with Commonwealth Bank and are not stored on our servers at any time. There is no risk of credit card details being viewed or used by third parties.
Should I buy annual multi-trip travel insurance or standard travel insurance? How can I compare travel insurance?A:
Our annual travel insurance cover, which is often referred to as annual multi-trip travel insurance and standard travel insurance cover is very similar. Annual travel insurance will probably cost you less if you are likely to be going on more than two or three trips a year, compared to standard travel insurance which you buy each time you travel. Annual travel insurance also saves you time and means you don't have to worry about forgetting to take out travel insurance if you go away frequently.
Does annual travel insurance cover trips within Australia?A:
Our annual travel insurance covers trips wholly within Australia are insured if they include at least one overnight stay and a minimum distance of 250kms from your place of residence.
Is there a limit on the number of days I can be overseas when buying annual travel insurance?A:
All annual travel insurance policies limit the number of days you can spend overseas on any one trip or holiday. With Travel Insuranz, the maximum is 93 days any one trip. Unlike many other annual travel insurance policies, we do not restrict the total number of days you can spend on holiday abroad during the year, so you are free to travel as many times in the year as you wish.
Under the annual insurance, can my children or partner travel on their own?A:
Yes, if you take the Deluxe cover option.
Can I buy 24 months cover for my visa?A:
The maximum duration of one policy is 12 months. You cannot buy two consecutive 12 month policies to give you 24 months cover. Therefore, this insurance is not appropriate if you are looking to buy cover for a 2 year visa where you are asked to demonstrate that you have insurance in place for the full duration of your visa.