PLEASE NOTE:
Throughout the FAQs set out below,
- The term “PDS” refers to the Product Disclosure Statement (including Policy Wording)
- Some words may have special meanings – refer to “Words with Special Meanings” in the PDS
- The answers given are only a brief summary – you must read the PDS carefully for complete details of what is covered, and which of the benefits are provided under each Plan. Importantly, please note that exclusions do apply, as well as limits to the cover.
Who can purchase a travel insurance policy?
Cover is only available if:
- You are a citizen or permanent Resident of Australia; and
- You purchase your policy before you commence your Journey; and
- Your Journey commences and ends in Australia.
Is there an age limit to purchase a travel insurance policy?
Yes. There is no cover available for travellers aged 70 years and over.
Traveller age refers to age at the date of policy issue, not the commencement of the Journey.
How do I take out a travel insurance policy?
You can purchase a policy online or over the telephone by calling Xplore on 1300 886 887.
When should I purchase my insurance policy?
You may purchase a travel insurance policy up to 12 months prior to your departure date. You must purchase your policy before you commence your Journey, while you are still in Australia.
Cover for cancellation fees and lost deposits begins as soon as you have paid your premium and the policy is issued. Please note that there is no cover for cancellation fees and lost deposits under Plan C. The rest of your cover starts on your date of departure (as noted on the Certificate of Insurance), but the cancellation cover will take effect immediately. For this reason, it is recommended you take out cover as soon as possible. If you do not have e-mail access, please allow time for postage.
I am currently overseas and have no insurance - can I still purchase a policy?
No. Our policies must be purchased before you commence your Journey while you are still in Australia.
What do I receive as confirmation that I am covered?
A Certificate of Insurance is generated instantly after your payment is processed. You will immediately receive this via e-mail with the Combined Financial Services Guide & Product Disclosure Statement (including Policy Wording) (PDS) also attached, if you purchase your policy online.
These documents can also be faxed or posted to you on request. If you take out your policy over the telephone by calling Xplore, your Certificate of Insurance and the PDS will be sent to you by mail.
I have applied for a policy online but I have not yet received it via e-mail.
If you have not received the Certificate of Insurance and PDS within an hour of purchasing your policy online, check that it has not gone directly to your junk mailbox. If you still have not received the documents, please call Xplore on 1300 886 887. There may be an error in the e-mail address, which Xplore's sales consultants can rectify.
How do I pay if I do not have a credit card?
Unfortunately, you can only purchase a policy by credit card, using one of the following card types:
If I return home earlier than planned, can I get a partial refund on my insurance?
If you decide that you do not want this policy, you may cancel it within 14 days after you are issued your Certificate of Insurance and PDS, and you will be given a full refund of the premium you paid, provided you have not started your Journey and you do not want to make a claim or to exercise any other right under the policy.
After this period you can still cancel your policy but we will not refund any part of your premium if you do.
Am I covered if I work overseas?
Allianz Global Assistance's travel insurance is designed for the leisure traveller and persons who are employed in Australia travelling overseas for business purposes. It does not cover events linked to employment overseas. In most circumstances, if you suffer an injury on-the-job you may be entitled to seek compensation from your employer in the first instance.
Why are Japan and Bali not included in the Geographical Region for Asia?
Japan is seen as a higher risk category than other countries in Asia, and has therefore been attributed a higher premium. You must choose the "Worldwide" Geographical Region if you are visiting Japan.
Bali is seen as a lower risk category than other countries in Asia, and has therefore been attributed a lower premium. You must choose "Pacific" if you are visiting Bali.
If you are travelling to multiple destinations which are in different Geographical Regions, you must select the highest Geographical Region, as this will cover travel in each of the lower Geographical Regions.
Example:
If you are travelling to Bali, Philippines and United Kingdom, you must select "Europe". You will then be covered for all destinations in "Europe", "Asia" and "Pacific".
I am having a stopover outside of my selected Geographical Area. Is this covered?
Cover for any loss you suffer must occur in the Geographical Region (or any lower Geographical Region) that applies to the Plan selected by you.
However, under Plans A and C, stopovers of up to 48 hours in a higher Geographical Region outside of your selected Geographical Region are permitted.
Example:
If you have chosen Plan C and are travelling to Bali (and have accordingly selected "Pacific"), you will be covered for all destinations that fall under "Pacific", as well as up to 48 hours in any destination in under the "Worldwide" ,"Europe" and "Asia" Geographical Regions.
What is a "Single" policy?
Single policies cover you and your Dependants travelling with you.
PLEASE NOTE: There is no cover for individuals who have not been listed as covered on your Certificate of Insurance.
What is a "Duo" policy?
Duo policies cover you and your Travelling Companion, but do not provide cover for Dependant children/grandchildren. You are issued one Certificate of Insurance, however, you are both covered as if you are each insured under separate policies with Single policy benefits per insured person.
PLEASE NOTE: There is no cover for individuals who have not been listed as covered on your Certificate of Insurance.
Do both insured persons have to be related to take out a Duo policy?
No - you don't need to be related to travel as a duo.
What is a "Family" policy?
Family policies cover you and the members of your Family travelling with you. The benefit limits for Family policies apply to the total of all claims combined, regardless of which insured person the claim relates to.
PLEASE NOTE: There is no cover for individuals who have not been listed as covered on your Certificate of Insurance.
What is a Dependant?
Dependants are your children or grandchildren not in full time employment, who are under the age of 21. In order to be classed as a Dependant, the child must be travelling with their parent or grandparent at all times.
What is a Pre-existing Medical Condition?
Pre-existing Medical Condition (or "pre-existing condition") means:
- An ongoing medical or dental condition of which you are aware, or related complication you have, or the symptoms of which you are aware;
- A medical or dental condition that is currently being, or has been investigated, or treated by a health professional (including dentist or chiropractor) at any time, in the past, prior to policy purchase
- Any condition for which you take prescribed medicine;
- Any condition for which you have had surgery;
- Any condition for which you see a medical specialist; or
- Pregnancy
This definition applies to you, your Travelling Party, a Relative or any other person.
What Pre-existing Medical Conditions are covered under the policy?
Certain low-risk Pre-existing Medical Conditions are automatically covered under the policy for no extra premium, provided you have not been hospitalised (including Day Surgery or Emergency Department attendance) for that condition in the past 24 months. Click here for a list of these conditions.
What Pre-existing Medical Conditions are not covered under any circumstances?
If your condition is not described in this list, or hospitalisation (including Day Surgery or Emergency Department attendance) for that condition has occurred in the past 24 months, there is no cover for any costs arising from, related to or associated with your condition under the following Sections of the policy:
- Section 1: Cancellation Fees & Lost Deposits
- Section 2: Overseas Emergency Medical Assistance
- Section 3: Overseas Emergency Medical & Hospital Expenses
- Section 4: Additional Expenses (applies to "We will pay" [a], [b] & [e] only)
- Section 5: Hospital Cash Allowance
- Section 13: Travel Delay Expenses
This means that Allianz Global Assistance will not pay:
- your medical expenses whatsoever
- your evacuation or repatriation to Australia
- your trip cancellation or rearrangement costs
- any additional or out of pocket expenses (including additional travel and accommodation expenses)
What happens if I purchase a travel insurance policy with you and a new medical condition develops?
If you have already purchased your travel insurance policy, then any new medical condition that arises after that date is not considered a Pre-existing Medical Condition if it is described in this list, provided you have not been hospitalised (including Day Surgery or Emergency Department attendance) for that condition in the past 24 months. That said, you would need to obtain a letter from your doctor confirming that you are fit to travel, and that you had not had any symptoms before the date you purchased your travel insurance.
If the medical condition is not described in the list, or hospitalisation (including Day Surgery or Emergency Department attendance) for that condition has occurred, then there is no cover for any costs arising from, related to or associated with your condition under the following Sections of the policy:
- Section 1: Cancellation Fees & Lost Deposits
- Section 2: Overseas Emergency Medical Assistance
- Section 3: Overseas Emergency Medical & Hospital Expenses
- Section 4: Additional Expenses (applies to "We will pay" [a], [b] & [e] only)
- Section 5: Hospital Cash Allowance
- Section 13: Travel Delay Expenses
This means that MAllianz Global Assistance will not pay:
- your medical expenses whatsoever
- your evacuation or repatriation to Australia
- your trip cancellation or rearrangement costs
- any additional or out of pocket expenses (including additional travel and accommodation expenses)
Why don't your travel insurance policies cover medical expenses incurred in Australia?
Travel insurance is not an alternative for health insurance. Under law, Residents of Australia are already entitled to treatment under existing public or private healthcare entitlements.
What cover do I receive for Luggage and Personal Effects?
Please refer to the Table of Benefits in the PDS for the maximum benefit limits applicable to each Plan. There is no cover for Luggage and Personal Effects under Plan C.
Within the maximum benefit limits in each Plan, the amounts payable for any one item (i.e. the item limit) is:
- $3,000 for personal computers, video recorders or cameras
- $1,000 for mobile phones (including PDAs and any items with phone capabilities)
- $750 for all other unspecified items
A pair or related set of items for example - but not limited to:
- camera, lenses (attached or not), tripod and accessories;
- matched or unmatched set of golf clubs, golf bag and buggy;
- matching pair of earrings;
are considered as only one item for the purpose of this insurance, and the appropriate single item limit will be applied.
Additional cover can be purchased for specified items (excluding jewellery) up to $5,000 for all items combined, by paying an additional premium. Receipts and/or valuations need to be provided. The standard item limits above remain unaltered.
If you do not take all reasonable precautions to protect your Luggage and Personal Effects, such as leaving them Unsupervised in a Public Place, your claim will not be paid (for an explanation of what is meant by "Luggage and Personal Effects", "Unsupervised" and "Public Place" refer to Words with Special Meanings in the PDS).
What is "Rental Vehicle" cover?
If you hire a Rental Vehicle while you are away and have an accident or the Rental Vehicle is stolen, we will pay up to the maximum benefit limit shown in the Table of Benefits for the Plan you have selected, towards the Excess charged by the Rental Vehicle company, even if you were responsible for the accident. Please note that Rental Vehicle cover is only available on Plans A, B, D & E.
Most Rental Vehicle companies will give you the option of paying a daily fee to reduce the Excess they charge you. If you purchase a policy, you may not need to pay this fee, since the policy covers the Rental Vehicle Excess they charge you (up to the maximum benefit limit shown in the Table of Benefits for the Plan you have selected).
What happens if I get sick while overseas?
Plans A, C and D entitle you to medical assistance and cover for the costs of treatment. Under these Plans, 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 the PDS 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 Allianz Global Assistance immediately if you have a medical problem whilst overseas on +61 7 3305 7499 (reverse charge).
Will you fly me Home if I fall sick overseas?
If you have purchased Plan A, C or D, cover is available for your medical transfer or evacuation if you must be transported to the nearest hospital for emergency medical treatment overseas or be brought back to Australia with appropriate medical supervision. Cover is also available under these Plans for the return to Australia of your Dependants if they are left without supervision following your hospitalisation or evacuation. All expenses for medical evacuation must first be approved by Allianz Global Assistance. This only applies to the Plans listed above, as there is no cover for medical/hospital expenses or repatriation under Plans B or E.
How do I contact you from overseas?
Once you have purchased your policy, you are issued with a Certificate of Insurance. On this Certificate is the 24 hour emergency assistance number which you can call at anytime, and is also noted below. All contact details can be found the back cover of the PDS.
24 Hour Emergency Assistance (+) 61 7 3305 7499 (reverse charge)
The + represents the dialling-out code from countries outside of Australia.
What does my policy cover in the event of a terrorist attack?
In the event of a terrorist attack, there is no cover you for cancellation fees and lost deposits, travel delay or alternative transport expenses. However, if you have purchased Plan A, C or D, cover is available for all necessary medical/hospital expenses, including bringing you Home. This only applies to the Plans listed above, as there is no cover for medical/hospital expenses or repatriation under Plans B or E.
Does my policy provide cover for Bird Flu (H5N1 Avian Influenza)?
There is no cover for cancellation fees and lost deposits if you decide to cancel your trip due to Bird Flu (note that Plan C does not include cover for cancellation fees and lost deposits whatsoever). However, if you are overseas and a Pandemic is announced, there is cover for all necessary medical/hospital expenses, including bringing you Home. This cover only applies to Plans A, C and D, as there is no cover for medical/hospital expenses or repatriation under Plans B or E.
IMPORTANT: There is no cover under any circumstances if your claim arises because you did not follow advice in the mass media of any government or other official body's warning:
- against travel to a particular country or parts of a country;
- of a strike, riot, bad weather, civil commotion or contagious disease;
- of a likely or actual Epidemic or Pandemic (such as H5N1 Avian influenza);
- of a threat of an Epidemic or Pandemic (such as H5N1 Avian influenza) that requires the closure of a country's borders;
- of an Epidemic or Pandemic that results in you being quarantined,
and you did not take appropriate action to avoid or minimise any potential claim under your policy (including delay of travel to the country or part of the country referred to in the warning). Please refer to www.who.int for further information.
How do I make a travel insurance claim?
You must give Allianz Global Assistance notice of your claim as soon as possible by completing the Claim Form, which can be downloaded from this website. Alternatively, it can be supplied by their Client Services department. The Claim Form must be fully completed by you, and posted to the address shown on the Claim Form; otherwise Allianz Global Assistance cannot process your claim. If you do not, your claim may be reduced by the amount of prejudice the insurer has suffered because of the delay.
You must give Allianz Global Assistance any information they reasonably ask for to support your claim at your expense, such as but not limited to police reports, valuations, medical reports, original receipts or proof of ownership. If required, Allianz Global Assistance may ask you to provide us with translations into English of such documents to enable them to carry out their assessment of your claim. You must co-operate with Allianz Global Assistance at all times in relation to the provision of supporting evidence and such other information as they may reasonably require.
- For medical, hospital or dental claims, contact Allianz Global Assistance as soon as practicable
- For damage or permanent loss of your Luggage and Personal Effects, report it immediately to the police and obtain a written notice of your report.
- For damage or misplacement of your Luggage and Personal Effects caused by the airline or any other operator or accommodation provider, report the damage or misplacement to an appropriate official and obtain a written report, including any offer of settlement that they may make.
- Submit full details of any claim in writing within 30 days of your return.
What if it's an emergency?
For emergency assistance anywhere in the world at any time, Allianz Global Assistance is only a telephone call away. The team will help with medical problems, locating nearest medical facilities, your evacuation Home, locating nearest embassies and consulates, as well as keeping you in touch with your family and work in an emergency.
If you are hospitalised you, or a member of your Travelling Party, MUST contact Allianz Global Assistance as soon as possible. If you do not, these expenses will not be covered, nor will any evacuation or airfares that have not been approved or arranged by Allianz Global Assistance.
If you are not hospitalised but you are being treated as an outpatient and the total cost of such treatment will exceed $2,000 you MUST contact Allianz Global Assistance.
Once you have purchased your policy, you are issued with a Certificate of Insurance. On this Certificate is the 24 hour emergency assistance number which you can call at anytime. All contact details can be found the back cover of the PDS.
24 Hour Emergency Assistance 1800 010 075 (within Australia)
24 Hour Emergency Assistance (+) 61 7 3305 7499 (reverse charge from overseas)
The + represents the dialling-out code from countries outside of Australia.
The Claim Form asks for "Certificate of Insurance/Policy Number". What's the difference?
If you're completing a form and it prompts you for either of the above, just note the policy number listed on your Certificate of Insurance (yes - both terms relate to the same number).
I've downloaded a Claim Form to complete manually - do I have to complete the "Medical Certificate" on page 7?
If your claim relates to cancellation or medical expenses arising from injury, sickness or death, your usual doctor in Australia must complete this section of the form.
What is an "Excess"?
An Excess is the amount which you must first pay for each claim arising from the one event before a claim can be made under your policy.
Do I have to pay an Excess if I make a claim under my policy?
Yes - refer below.
Plans A, C & D
We will not pay the first $100.00 for any one event under Sections 1, 3, 9, 10, 11, 15 & 16.
You can remove this Excess by paying an additional premium of $25.00.
A NIL Excess applies to Sections 2, 4, 5, 6, 7, 8, 12, 13 & 14.
Plans B & E
A NIL Excess applies to all Sections.
If any additional Excess applies to your policy, the amount is shown in the Certificate of Insurance, or advised to you in writing before the Certificate is issued to you.
How can I be assured of a fair decision when making a claim?
Allianz Global Assistance proudly supports the General Insurance Code of Practice. The purpose of the Code is to raise the standard of practice and service in the general insurance industry. If they refuse your claim, you may refer this decision to one of their trained Internal Dispute Resolution Officers, who have appropriate experience, knowledge and authority in relation to complaints handling. If this does not resolve the matter, you may contact the Financial Ombudsman Service Limited (FOS), the industry's independent external complaints scheme. Please refer to the "Dispute Resolution Process" section of Important Matters in the PDS.
< back
|
