How do I work out which international 'region' I'm travelling to?

We rate our regions in order of price from highest to lowest: Worldwide, Europe/Asia and Pacific. If you are going to the USA, Canada, Africa, Japan, China, Hong Kong, South America or the Middle East, select WORLDWIDE. Note that when you buy a policy for a specific region, you are automatically covered for the lesser destinations. So for example, with a Worldwide policy you are covered for anywhere else in the World or with a Europe policy you are also covered for Asia & the Pacific.

What is an excess?

An excess is the amount that you must first pay for each claim arising from the one event before a claim can be made under your policy. It is basically the 'deductible' on your insurance.

How do I work out if there is there an excess on my policy?

No excess applies to any section of your policy.

Is your insurance available to people over the age of 76?

No. Unfortunately, our policy is only available to travellers up to the age of 76 years.

What happens after I fill out the application and give you my payment details?

If you pay online by credit card, you will receive an immediate confirmation and Certificate of Insurance. Your policy details are immediately transmitted to our database and you are covered right away!

Am I covered if I work overseas?

Our travel insurance caters to the needs of many different types of travellers, although it typically does not cover events that arise directly from your employment overseas. In most circumstances, if you suffer an injury on-the-job, you are required to seek compensation from your employer in the first instance. Similarly if your employer is liable for some kind of loss or damage, you may be required to seek recompense through them or their insurance.

If I return home earlier than planned, can I get a partial refund on my insurance?

Sorry but no. We won't refund any part of your premium if you cancel your cover after any part of your policy has begun (other than in the first 14 days under our Money Back Guarantee).

I am currently overseas and have no insurance – can I still take out your policy?

No. Our policies are all designed to be taken out 'pre-travel' and cover you from when you leave your home until you get back to Australia.

What happens if I get sick whilst overseas?

Our policies entitle you to medical assistance and cover for the costs of treatment. 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 Product Disclosure Statement 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 us immediately if you have a medical problem whilst overseas.

Do you cover my luggage?

Yes we do, although you are required to take all reasonable precautions to protect your property, which means taking all necessary steps to avoid any loss or damage and not leaving it unsupervised. The Luggage and Personal effects benefit does not apply to Cancellation Only policies.

I might have a 'pre-existing medical condition' – how do I tell?

You will find a full definition in your Product Disclosure Statement. A pre-existing medical condition is basically any condition for which you are taking ongoing treatment, medication or precautionary advice. If you broke your arm 5 years ago and there have been no problems since, you do not have a pre-existing medical condition. However, if you had a heart attack 5 years ago and now take routine tests of your cholesterol and blood pressure, you DO have a pre-existing condition.

Can my 'pre-existing medical condition' be covered?

We cover certain pre-existing medical conditions free of charge, please refer to page 9 & 10 in the Product Disclosure Statement for further information.

How do I make a travel insurance claim?

If you need to file a claim, call our Claims Enquiries Line on 1300 725 154. They will be able to explain the process and provide you with a form to complete.

Alternatively an electronic version of our claim form is avaliable here (PDF).

What if its an emergency?

Contact Mondial Assistance and our team will be able to help you with your emergency. These numbers appear on your Certificate of Insurance and also on our Contact Us page.

I'm a little confused – what is the difference between my “Certificate Number” and my “Policy Number”?

If you're completing a form and it prompts you for either of the above, just put the policy number listed on your Certificate of Insurance. (Yes, both terms relate to the same number)

I've received a claim form - do I have to complete the medical certificate on the back of the claim form?

If you claim relates to medical expenses, you need to have your regular doctor in Australia complete this section of the form.

Why do your travel insurance policies not cover medical expenses within Australia?

Our travel insurance policies do not cover medical costs incurred within Australia because you are already entitled to treatment under your existing public or private healthcare entitlement.

What happens if I'm injured overseas & evacuated?

Our liability ends upon safely repatriating you to home soil, where you are assimilated into the local healthcare system.

What kind of documentation is required to process my claim?

When you submit your claim form, you may be prompted to send us original documents, such as reports or receipts. Typically, these documents are requirements and we are unable to action the claim without the relevant supporting documentation. Each type of insurance claim that you can make may have a different document required (for example, medical report, invoice, receipt, police report), we will always advise you of any document required to action your claim.