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Frequently Asked Questions
WHAT ARE THE
PARTS OF A POLICY
UNDERWRITERS
PAYMENTS
CONTACT QUESTIONS
PRICES AND PURCHASING
CONDITIONS, FORMS, AND APPLICATIONS
CLAIMS
GENERAL TRAVEL INSURANCE QUESTIONS
PRE-EXISTING
AND MEDICAL
POLICY
EXTRAS
WHAT ARE THE PARTS OF A POLICY
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Medical and additional expenses,
including cover for the costs of medical, surgical, hospital, ambulance,
emergency dental, medical evacuation and additional expenses.
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Cover for cancellation
charges on prepaid arrangements.
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Cover for luggage and personal effects
that are taken on the trip or purchased during it. Note that there is
usually a limit per item, with an overall limit for electronic equipment
like cameras and personal computers.
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Cover for travel documents,
credit cards or travellers cheques that are lost or stolen. There is usually
a limit - either per item or overall.
-
Personal liability in case
you accidentally injure another person or damage their property, this
provides you with cover against the possible cost of the damage. In some
parts of the world, the liability can be huge.
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Return airfare if you
suffer an accident or need to return home due to a covered event outside
your control.
-
Travel Delays which covers
you for additional meals and accommodation expenses if your journey is
delayed for more than a certain number of hours. Delays due to industrial
action and - even worse - weather are far more common than you might think.
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Emergency luggage which
allows you reimbursement of your purchases for essential items if your
luggage is temporarily delayed by the carrier.
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Accidental death: it won't
make you feel any better (how could it?) but a payout to your estate should
you be killed on your trip will certainly make things easier for your
family. Limits usually apply, ranging from $10,000 to $25,000, depending on
the type of policy.
-
Resumption of journey if
you have to return home early due to the unexpected death of a relative,
some insurers will offer you cover for the costs of resuming your overseas
trip. Note, however, the word "unexpected".
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Out-of-pocket expenses
provides you with spending money for each day that you are confined in an
overseas hospital.
Loss of income because of the accident you had while you were overseas may
prevent you from working on your return home, so some policies provide a
benefit ranging from $5,000 to $25,000.
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Domestic pets; those
kennel and cattery fees can accumulate rather quickly if you are caught up
overseas by injury or an unforeseen delay.
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Rental vehicle excess
provides cover for the insurance excess on your rental vehicle if it is
involved in an accident or stolen. If you're planning to do a lot of driving
on your overseas holiday, it can be a very handy cover to have.
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Free cover for children
and dependants under the age of 21, accompanying the policyholder.
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Cover for Sport -
if you're
partial to skiing, ice sports, hot-air ballooning, scuba diving, bungee
jumping, white-water rafting, para gliding and so on, look for a policy that
offers specific cover for amateur or action sports. The policy will define
exactly what is covered.
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UNDERWRITERS
Are you an
Insurer, a Broker or Underwriter?
No, we
are strictly a RESELLER of Travel Insurance. We are NOT a broker as we
only sell existing Travel Insurance Products
Are the
Underwriters reputable?
All our
underwriters undergo an extensive screening process by us before becoming
affiliated with our company.
Who are our
Underwriters?
Allianz,
QBE.
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PAYMENTS
How can I
pay for the insurance?
You may
pay by credit card, money order or cheque.
Which
Credit Cards do you accept?
American
Express
Diners Club
JCB
MasterCard
Visa
Is
there a Credit card fee?
Mastercard ,
Visa and JCB = 1%
AMEX and Diners = 3%
Who do I
make Cheques or money order payable to?
All
cheques and money orders are made payable to, Travel Insurance Australia
Trust Account.
Must I sign
all the areas where a signature is required?
YES -
both the acceptances of the policy wording and if you are paying by credit
card the credit card authority portion.
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CONTACT QUESTIONS
I need to speak to someone, is that possible?
We are always happy to talk to you about problems accessing the site or
clarifying a point. We prefer however, all questions be in writing via e-mail
so that we may seek the correct answer to your exact question from our insurer
and also so you have a written record of our reply. We do not initiate calls
to mobile phones or overseas
Do you have offices interstate or overseas?
We are an Internet operation based in Pacific Paradise, QLD. Our physical
location is:
Travel Insurance Australia Pty Ltd
1st Floor, 644 David Low Way
Pacific Paradise, Qld 4564
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PRICES AND PURCHASING
How much does a policy cost?
Prices vary
depending on both duration and where you are travelling to. To find out how
much a policy costs choose a product.
Can I
purchase my insurance over the Internet?
Yes and
No
Yes - We
have added a link page to where you can buy a policy over the Internet
however, no discount will be applied at that time.
NO – If
you are seeking cover for Pre-existing Medical conditions, you will only be
permitted to complete the generic form and print it out, and along with a
manually completed Medical Appraisal Form, fax or post it to us.
Can I get
the Internet price from you by taking the application to any travel agent?
No - We
are not affiliated with any other operator other than the insurance
companies themselves. The Discount is NOT the Insurers, but OURS.
Can I get
your Internet price by going direct to the insurer?
No - The
discounted price is only valid through Travel Insurance Australia Pty Ltd.
Can you
quote me a price?
Our site
is designed to provide quotes right through to purchasing and as a result we
do not give Phone, Fax or email quotes.
You can
receive a quote on line for all policies available for your trip. Prices on
line exclude pre-existing surcharges, which are assessed individually by the
insurer on lodgment of application form.
What happens if I change my mind about the policy?
The insurer provides a cooling off period if you change your mind. Within 14 days after the issue of the policy, provided you
have not started your journey and you do not want to make a claim under the
policy, you will be refunded the full amount of the premium you have paid.
However PLEASE NOTE – WE charge an administration fee for a
cancellation if within the insurers Money Guarantee period. (see FEES on our
home page)
Can I cancel my policy and get a refund?
Yes, our
money back guarantee allows you to cancel your policy and claim a refund,
but only if you cancel your policy within 14 days of purchase AND you
haven't departed on your journey or made any sort of claim or intend to make
a claim.
However PLEASE NOTE – WE charge an administration fee for a
cancellation if within the insurers Money Guarantee period. (see FEES on our
home page)
If I return home early, do I get a refund?
No. If you buy a 6 month policy and return home after 2
months, the policy is terminated and you don't get a refund.
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CONDITIONS, FORMS, AND APPLICATIONS
What should I look for in a travel insurance policy?
There is a
very wide variety of travel insurance policies available. They all have
their good features, and they all apply various restrictions. It's important
that you know what you want covered, and understand what your policy
actually covers you against. We've all heard the horror stories of
travellers injured in places like the United States or Europe, where a
hospital bill for a relatively minor condition can exceed $50,000. In such
circumstances, that insurance premium is a worthwhile investment. Travel is
one of the most hotly contested classes of insurance when it comes to
claims. Last year, Insurance Enquiries and Complaints, the insurance
industry's dispute resolution system, reported that the vast majority of
disputed travel claims revolved around two areas: what the policy was
intended to cover and how much goods claimed really cost.
Where can
I get an application form?
All our
policy forms are provided for you on our website. The pre-existing forms are
in PDF format and need to be printed out. Generic application forms are
built up by our system on your computer and then can be emailed directly to
us by the single click of a button.
Can you
recommend me a policy?
Travel
Insurance Australia web site is structured to meet your specific needs. We
cannot recommend one policy over the other however; we can provide you with
a basic comparison layout of offers and all the information needed to make
an educated decision by providing the Product Disclosure Statement for each
policy.
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CLAIMS
Can I wait until I get home to make a claim?
Yes. Provided the
incident you are claiming for took place while you were travelling overseas
and your policy was valid at the time, if you want to wait until you get
home to submit your claim then that's fine.
What's 'due care and attention'?
If you leave your
hand luggage unattended in a public place (outside the toilet at the
airport, for example) and it disappears, your insurer may reject your claim,
as you haven't paid due care and attention to your goods. Equally, if you
leave your luggage with somebody you don't know - for example at the
airport while you buy a cup of coffee - that, too, is not giving due care or
attention. This duty of care spills over into your baggage and rented cars.
Most policies will not pay out if your luggage is stolen from your rented
car when it is in the boot overnight. Other insurance companies can refuse
the claim if it is stolen from the main part of the car.
Should I obtain police reports or doctors' details for insurance purposes?
We know
it cuts into your valuable holiday time, but there isn't a lot of point in
trying to obtain such vital information once you have returned to Australia.
Get the information you need as soon as possible, and store it in a safe
place.
I need to
make a claim. Who do I contact?
You
should contact the insurer whose policy document was sent to you when you
first applied for coverage - Travel Insurance Australia is unable to assist
with claims. If the matter is urgent and you are overseas call the emergency
contact number. If it is not life threatening and you may wait until you
return from vacation to process your claim, or have a relative assist in
processing it for you (the details are on the
hard copy
posted to your Australian Address).
If I decide to return home because I am ill, do I need the insurer's
agreement?
Yes,
whatever the circumstances.
If you intend to do something that you will claim for later, you first have
to obtain your insurer's agreement.
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GENERAL TRAVEL INSURANCE QUESTIONS
What is a duty of disclosure?
Under the
law, we as agents for our various insurers are required to inform you about
your Duty of Disclosure. We have asked and will ask various questions of
you. You have a duty at law when answering them to give us honest and
complete answers and to tell us everything you know and that a reasonable
person in the circumstances could be expected to tell us. You answer the
questions for yourself and everyone else covered by the policy, because you
apply on their behalf and with their consent. If you breach the duty, we may
cancel the policy or reduce the amount we pay for a claim. If fraud is
involved, we may treat the policy as if it never existed and pay nothing.
Who cannot
purchase a policy off this site?
If you
are not an Australian Citizen, a permanent Australian Resident, or if you
have been in Australia more than 7 or 21 days and are not either of the
above then most insurers will not issue you a policy.
NOTE: If
you are a visitor to Australia you must spend a majority of your insured
stay in Australia, or commence your journey from Australia to obtain a
policy.
I am an
Australian overseas - can I purchase any policy?
You may only select policies in the "Australians Already
Overseas" listing.
Why do I need insurance against medical treatment?
What
would happen if you were run over in rural Thailand, broke your leg in
Africa, or if you were injured in a car accident in the United States. The
average hospital bed in the United States is approximately $2,000USD /day.
The cost to repatriate you from anywhere in the world is at least
$50,000AUD. Contemplate having no travel insurance if you take ill wherever
you're planning to travel. Travel insurance is essential. If you can't
afford the insurance, you can't afford to go.
What is the
situation for insurance for me and my children travelling with me?
Insurers
allow dependent children, under 18 and some under 25 , to be on a policy at
no extra charge. SO if you are a single adult travelling with a dependent
child, then you still just purchase a SINGLE policy. Two adults travelling
with a dependent child purchase a Family policy and they are covered free on
the policy.
I came
across a site called www.dreamteammedia.com.au that lists your web address but
when I click on it I am taken to another site.
We are
well aware of this site that is trying to mislead clients to believe they
are dealing with us. This is a company that is well aware of the illegal
practice called 'passing off'. But because they are US based, we are unable
to compel them to act legally and ethically. We know of another company that
is linked to that same US site that also regularly change their site in an
attempt to pass themselves off as ourselves. If you are comfortable to deal
with such an unethical company , then I would suggest Caveat Emptor (Buyer
beware). If you HAVE been misled , please contact your office of Fair
Trading and lodge a formal complaint.
How do I
know you are legitimate and not a con site?
ANYONE
selling travel Insurance in Australia MUST have an FSRA compliance number.
You can verify that number by contacting the ACCC to check them out. OR you
can simply contact the insurer direct .
I have
booked my travel with a Travel Agent, am I permitted to purchase my policy
from you instead of them?
The FSRA
compliance Act states that you may purchase travel insurance from whom so
ever you choose. Should you be advised otherwise we urge you to contact the
ACCC who are charged by the Government to administer the Act.
Are
dependent children travelling with me covered on my policy?
All
dependent children to the age of 18 to 25 (depends on the policy chosen) are
automatically covered; some insurers may limit the number of children.
The length
of time I am away is not stated on the site - the period shown is higher/lower
than my length of travel?
Travel
insurers layout their policy to show the periods covered.
Our site
calculates your trip dates, allows for bonus or free days (where available)
and lists all the policies you are may take for the period you have
indicated.
I
understand some insurers offer bonus days. Do your insurers do that too?
We
incorporate these bonus/free days whenever they are offered.
General Insurance, Code of Practice
You may
contact the Insurance Ombudsman Service (IOS) a free, and independent,
national dispute resolution service that handles general insurance enquiries
and complaints. The IOS can be contacted toll free 1300 780 808.
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PRE-EXISTING AND MEDICAL
What is a pre-existing medical condition?
Pre-existing Medical Condition means:
(a) An ongoing medical or dental condition of which you are aware, or
related complication you have, or the symptoms of which you are aware;
(b)A medical or dental condition that is currently being, or has been
investigated, or treated by a health professional (including dentist or
chiropractor);
(c)Any condition for which you take prescribed medicine;
(d)Any condition for which you have had surgery;
(e)Any condition for which you see a medical specialist; or
(f)Pregnancy.
Will I be
covered if I am pregnant?
Most all
insurers cover up to 26weeks along. Some now require that you complete a
medical appraisal form to assess if they will cover you for perhaps a longer
period
How do I
print out a pre-existing form?
The
pre-existing form also requires that you submit a full BASIC application (as
if you had no condition).
Print out
the form from our website and then fax it to us allowing 24 to 72 hours for
processing (excludes weekends).
If I develop a medical condition after taking out the
insurance, but before I leave Australia, am I covered?
You
are covered for cancellation once your policy is purchased and you develop a
medical condition. You will also be covered for that condition if you decide
to begin your original pre-booked trip, subject to the following listed
exclusions in the policy:
1) You Travel even though you know you are unfit to travel; travel against
medical advice; travel to obtain medical treatment; or you arrange to travel
when you know of circumstances that could lead to the Trip being disrupted
or cancelled.
2) Pregnancy or related complications after 26 weeks of pregnancy or
childbirth at anytime. No cover is provided for childbirth or the health of
a newborn child, irrespective of the stage of pregnancy at which the child
is born.
3) If you have been instructed by your medical practitioner that you are
unfit to travel and you fail to promptly cancel your pre-booked travel, you
will be responsible for any extra cost (including cancellation changes)
incurred from your failure to promptly cancel the prearranged travel.
4) You will be required to disclose any medical condition after you
purchased the policy if you require an extension or any variation of your
policy.
Should I suspend my private health cover while I'm away?
If you
are going away for a long period, it may be worth contacting your private
health insurance. Some health insurers will allow the suspension for
anything from two weeks, but the amount of time and effort would probably
make this an expensive exercise. But if you're going away for two months,
then it maybe is a worthwhile consideration. You need to prove you are out
of the country for that period with documentary evidence such as your
passport and your ticket. Refer to your private health insurance provider
for more information.
Which
insurance policies cover medical evacuation/repatriation as well?
ALL full
travel policies (excludes such policies as cancellation policies) have this
included.
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POLICY EXTRAS
I'm planning to take my video camera and
sound equipment with me, are they covered?
The amount paid for loss of your video, camera
or sound equipment will depend on your insurance policy, refer to your
individual policy wording. These have a free limit. Should you require a
higher coverage you may make the item a 'Specified Item” and it will be
covered for a fee between 4%-5% of the value you wish to nominate . NOTE you
WILL need to have either a receipt or Quotation no older than 12 months .
What is the excess on a Travel Insurance
Policy?
Most Travel Insurance Policies have an excess
on certain sections. These are in a range of $50 -100 per incident. You will
need to examine the policy of your choice for the exact amount.
Can I buy out the excess on a policy?
In most case you may pay a sum between $15 and
$25 to remove the excess.
What part of a claim do I have to pay for?
Policy excesses vary by product. Please check
the PDS/ policy wording for specific details. For some products you can remove
the excess by paying an additional amount.
What other Extras can I buy add for my Travel Insurance Policy?
Depending on the type of Travel Insurance you are purchasing Insurers offer
increased Specific Item cover, Snowboarding (or snow cover as it is referred
to) and increased Collision Damage Waiver (Rental Vehicle Excess).
HINT:- if you have some jewellery that exceeds
the travel Insurance item limit, and you have Home contents insurance, check
to see if your insurer covers it round the world under the Household policy.
Save money
FSRA Authorised Representative: 228753
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