What to do if you have an incident overseas?

If you need emergency help or assistance, your first priority should be to contact the relevant local emergency service immediately.   

Once you are able to do so, next, you should call or contact your insurer’s global emergency support team. You can find our emergency assistance details here, or check your Certificate of Insurance. Our team can then lead you through the next steps.  

Our emergency assistance team comprises of experienced doctors, nurses, travel consultants and case managers who can all help with your emergency.  

What is considered an emergency claim? 

If you suffer an illness or injury that requires emergency transportation, hospitalisation, or repatriation and/or is likely to cost more than A$1,000 to treat, you (or someone else on your behalf) should contact your insurer as soon as possible. You should contact us if: 

-You or a travelling companion are seriously ill or injured.  
-You are overseas and have a medical bill that you need assistance paying or require a payment guarantee.  
-You are being treated as a hospital outpatient and the total cost of treatment will exceed $1,000.  
-You are receiving medical treatment in the United State of America (regardless of the cost).  
-You have been involved in a motor vehicle accident.  
-You are experiencing a family emergency.  
-You have been robbed or assaulted and need assistance.  
-You are dealing with lost or stolen passports.  
-You feel that you are in a vulnerable position and would like to speak with someone.  

Will I need to pay for my medical fees up front?    

In most cases, if you are hospitalised, our emergency assistance team will coordinate payment directly with the hospital, provided your policy has been confirmed. If your medical expenses are likely to excess $1,000, payment will also usually be coordinated through your insurer.  

It’s important to know that some overseas hospitals (particularly in South-East Asia and Indonesia) may refuse to treat you or provide you with medical assistance until they have received a guarantee of payment from your insurer or an upfront deposit. We can cover any initial deposits required once they have confirmed your policy number.  

If your medical costs are unlikely to exceed $1,000, you are not in the United States (where medical costs are extremely high) and you do not require prolonged medical assistance, you will most likely be required to pay for your medical costs upfront and claim for reimbursement when you get home. 

Follow this link for advice on how to make a claim for medical costs 

If your items are lost, stolen or damaged on your holiday, typically you should pay to replace any lost or damaged belongings upfront, and claim back your costs later. 

The following outline the steps you would need to take when claiming for lost, stolen or damaged belongings:  

1. Report your missing luggage and items within 24 hours  

For any damage, loss or theft of your personal effects or luggage, you should report the incident to a relevant authority within 24 hours (police, hotel, airline, cruise company, tour guide etc) and obtain a copy of that report; this will be required in order to proceed with your claim.   

2. Provide the essential documents   

To support your claim, you will need to provide supporting documentation including, (but not limited to):  

- Receipts or invoices for non- physical and physical purchases;   
- proof of purchase/ownership certificates;   
- documentation that confirms dates/locations (e.g. itinerary, ticket bookings, hotel confirmations);  
- copies of credit card statements.   

If you are unsure of what documentation you need to provide, our claim form details the documentation that you need to support your claim.  

3. Understand depreciation   

Depreciation is applied to all unspecified luggage items, or belongings you have not specifically told us about and that you do not wish to add extra cover for.  

Depreciation refers to a reduction in the value of an asset over time, due to use over time and wear and tear. A nominated depreciation is applied to your item from the date of its purchase and applies for each month you have owned the item. For more information on specific depreciation rates click here.   

Depreciation does not apply to luggage and personal effects purchased during your journey, specified high-value items listed on your Certificate of Insurance, or items purchased duty free prior to your departure.  

Follow this link for advice for how to make a claim for luggage and personal belongings. 

 

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If your trip was cancelled, we’re sorry! We cover for scenarios such as cancellations due to a natural disaster, bad weather, medical event or family emergencies. 

The following are a range of scenarios in which you could claim for cancellation, and the steps which you would need to take in order to make a claim: 

You fall ill and are no longer able to travel: If an unforseen illness renders you unable to travel, you may be covered to cancel your trip. If your doctor deems you unfit for travel, you can then submit a trip cancellation insurance claim. 

A typhoon strikes at your holiday destination days before your trip: In the event that a natural disaster causes your destination to be uninhabitable, and you have not yet left home, you would be covered for cancellation, provided you have purchased a policy prior to the natural disaster being named, or warned against. However, you should first try to contact your airline, travel agent or tour provider to see if you can reschedule or obtain a refund from them in the first instance. You can then submit a claim for any remaining financial losses you have incurred. 

Your 5pm flight home from New Zealand is delayed due to a storm and the next available flight doesn’t leave until the next morning: Under these circumstances you would be covered for meals and accommodation expenses (this benefit kicks in after a delay of six hours). However, you should first contact your airline to see if any alternate arrangement can be made or if any compensation may be offered. When making your claim, you should provide written confirmation from the transport provider of the cause and period of the delay and the amount of compensation offered. You must also provide receipts for the additional accommodation and any additional expenses incurred.  

The day of your scheduled flight to the United States, a snowstorm grounds your connecting flight: If your connecting flight is cancelled due to bad weather, you can claim for the reasonable cost of an alternative flight and any lost prepaid accommodation expenses. You would also be eligible to claim for meals and accommodation expenses if you are delayed in transit for more than six hours. You should first contact your carrier to learn what travel options you have and obtain written confirmation from the carrier detailing the reason for the cancellation or rescheduling of your transport. 

Will I be required to pay my out-of-pocket costs up front?  

Depending on the circumstances, you would most likely be required to pay any additional cancellation costs upfront and claim back later.  For instance, should circumstances out of your control affect your prepaid travel plans, you would need to pay for any alternative transport expenses or additional accommodation and travel expenses upfront and make a claim when you return from your trip.  

What can I claim for under cancellation and disruption benefits? 

-Cancellation fees and lost deposits: cover for cancellation fees and lost deposits for unused travel and accommodation arrangements for which you have paid in advance   

- Alternative transport expenses: cover for your additional travel expenses to reach wedding, funeral, conference, sporting event or prepaid tour arrangements on time if your scheduled overseas transport is cancelled, delayed, shortened or diverted.  

-Family emergency: in the event a family emergency requires you to return home unexpectedly, you may be reimbursed for your return fare home.    

-Alternative accommodation and transport expenses: if your scheduled or connecting transport is cancelled, delayed, shortened or diverted due to strike, riot, hijack, civil unrest, weather, natural disaster or accident affecting Your mode of transport. Cover applies if you become sick or injured and are unfit to travel.  

-Disruption of journey: cover if your transport is cancelled or you are delayed for at least six hours.  

Follow this link for advice for how to make a claim for cancellations  

For full terms and conditions, please read the PDS.