Frequently Asked Questions

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 "OUR DEFINITIONS" in the PDS prior to reading through these FAQs.
  • 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.


You may purchase a travel insurance policy up to 12 months prior to your departure date.

  • For single trip cover

    Cover for Section 2.1 Cancellation Fees & Lost Deposits begins from the issue date shown on your Certificate of Insurance and finishes at the end of your journey or on the end date shown on your Certificate of Insurance whichever occurs earlier. The cover for all other sections starts at the beginning of your journey or the start date shown on your Certificate of Insurance, whichever occurs later, and finishes at the end of your journey or on the end date shown on your Certificate of Insurance whichever occurs earlier.

  • For multi-trip cover

    Cover for Section 2.1 Cancellation Fees & Lost Deposits begins on the start date shown on your Certificate of Insurance or the date you booked your journey, whichever is the later and finishes at the end of your journey or on the end date shown on your Certificate of Insurance whichever occurs earlier. The cover for all other sections starts at the beginning of your journey or the start date shown on your Certificate of Insurance, whichever occurs later, and finishes at the end of your journey or on the end date shown on your Certificate of Insurance whichever occurs earlier.

Please note: The maximum period for any one journey under the Multi-Trip Plan is shown on your Certificate of Insurance. You are not covered for any incident or event that arises outside of the maximum journey period you nominated.

No. Our policies can only be purchased before you commence your journey, while you are still in Australia.

Our travel insurance is designed for the leisure traveller and also business people travelling overseas for business purposes. It is not designed to cover events linked to employment overseas. Please refer to the GENERAL EXCLUSIONS APPLICABLE TO ALL SECTIONS contained in the PDS. In particular General Exclusions A.7 which excludes claims arising directly or indirectly from, or in any way connected with, you engaging in manual work in conjunction with any profession, business or trade during your journey.

If you return home early, you do not get a refund. If you do not know how long you will be travelling for, you can buy a policy for a specific period you know you will be definitely away. Before your policy expires, you will need to contact us so that your policy can be extended, if possible, for an additional premium. Please note that some policies do not allow extensions. For restrictions and limitations, please refer to the EXTENSION OF COVER section in your PDS.

Some policies provide cover for emergency overseas medical events that are unforseen. This policy does not cover you for any pre-existing medical conditions except for those described in the section headed PRE-EXISTING MEDICAL CONDITIONS THAT ARE COVERED (SOME RESTRICTIONS APPLY). You can check the definition of pre-existing medical condition in the PDS to see if you have a pre-existing medical condition. If you are still unsure, please contact us.

It is not possible to add cover for your pre-existing medical condition(s) to your policy.

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, subject to the terms, conditions, exclusions and limitations listed in the PDS.

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 us as soon as possible. If you do not, we will not pay for these expenses or for any evacuation or airfares that have not been approved or arranged by us.

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 us.

Please note that we will not pay for any hospital or medical costs incurred in Australia.

We are available 24 hours a day, 7 days a week. 

If you are in one of the countries listed below, simply dial the number shown for that country:

Australia 1800 010 075
Canada 1800 214 5514
China (North) 10 800 6100434
China (South) 10 800 261 1323
France 0800 905 823
Germany 0800 182 7635
Greece 00800 611 4107
Hong Kong 800 900 389
India 00080 0610 1108
Indonesia 001 803 61 098
Italy 800 787 451
Japan 0066 3386 1052
Malaysia 1800 81 5102
Netherlands 0800 023 2683
New Zealand 0800 778 103
Singapore 800 6162 187
Spain 900 996 115
Switzerland 0800 561 361
Thailand 001 8006 121 082
United Kingdom 08000 289 270
United States 1866 844 4085


For all other countries, dial reverse charge (“collect”) via the local operator on +61 7 3305 7499.

*Allianz Global Assistance is one of Australia’s leading suppliers of travel insurance and medical assistance. The Allianz Global Assistance Australian headquarters are located in Toowong, Queensland. The purpose-built Global Response Centre is an environment that operates 24 hours, 365 days a year, and is supported by sophisticated telecommunications and information technology systems. The Allianz Global Assistance team consists of in-house specialists including doctors, registered nurses, aero medical experts, mechanics, property experts, legal advisers, travel experts, support personnel, as well as access to multilingual staff and translation services.

If you have received medical treatment, you must obtain a medical certificate advising of the injury, illness or sickness and the treatment received as well as the bank details, if possible. Medical expenses can be very expensive in some countries and circumstances. You MUST contact Allianz Global Assistance as soon as possible who will speak to the medical facility on your behalf and can authorise payment. You can also contact Allianz Global Assistance should you require any help on medical matters. Please also refer to previous FAQ.

You can submit your travel insurance claim online. Simply click here and follow the prompts to submit your claim.
Alternatively you can call 1300 725 154 and speak to one of our Claims Consultants. If you aren’t able to or would prefer not to submit your claim online, a Claims Consultant can email a claim form to you. You will be required to provide original supporting documentation (e.g. receipts) by post.

If your claim relates to cancellation or medical expenses arising from injury, sickness or death, the usual treating doctor in Australia must complete this section of the form.

You can submit a claim upon your return to Australia or whilst still on your trip.

A standard excess is the amount which will be deducted from any claim paid to you under the sections of your policy to which an excess applies. Some policies allow for a standard excess to be increased (which lowers the premium you have to pay) or decreased which increases your upfront premium. You will be advised which options are available to you at the time you purchase your policy.

If any additional excess applies to your policy, the amount is shown on the Certificate of Insurance, Medical Terms of Cover Letter or advised to you in writing before the Certificate is issued to you.

Medical cover under this policy ends upon safely repatriating you to home soil, from which point the local healthcare system will provide you with any further treatment you require.

Yes, you can still claim. We understand that you might not be able to provide receipts for each and every item. However, you still have to provide evidence of ownership. You may submit photographic evidence in conjunction with warranty cards, manuals, receipts, bank or credit card statements to support your proof of ownership.

We proudly support the General Insurance Code of Practice. The purpose of the Code is to raise standards of practice and service in the general insurance industry. If we refuse your claim you can request a review. If we continue to refuse your claim, you may refer this decision to one of our 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 heading DISPUTE RESOLUTION PROCESS in the IMPORTANT MATTERS section of the PDS.