FAQs - Travel Insurance

Important update

New travel insurance policies are no longer issued, effective 25 March 2020.

Please note:

  • Some words may have specific meanings – refer to “Our definitions” in the Product Disclosure Statement (PDS) prior to reading through these FAQs.
  • The answers given are only a brief summary – you must read the PDS for complete details of what is covered, what we will pay and we will not pay and which of the benefits are provided under each Cover Plan. Importantly, please note exclusions do apply, as well as limits on the cover.
General Information
  • Q. What choice of cover plans do I have?

    A. You can choose from the following cover plans*:

    Overseas Trips

    • Comprehensive - The Comprehensive Plan provides our highest level of cover, helping provide peace of mind on your overseas trip.
    • Essentials - Our Essentials Plan provides cost-effective cover for your overseas trip.
    • Basic - If you’re travelling overseas on a budget and only require cover for medical costs, repatriation and personal liability, our Basic Plan may be right for you.
    • Multi-Trip - Our Multi-Trip Plan covers you for multiple journeys within a 12 month period subject to each journey being within the maximum trip duration you select.

    Domestic+ Trips

    • Domestic+ - Cover for a range of benefits whist travelling within Australia.
    • Multi-Trip - Top level cover for multiple trips within a 12-month period

    The information above is a summary only. See our PDS for all the details plus the full terms, conditions, exclusions and limits. Please note that some of our Cover Plans are only available if you’re aged 74 years or under at the time the policy is issued.

    * Exclusions, conditions and limitations apply. Please refer to Product Disclosure Statement for full details.
    +
    You will only have cover under Policy Sections 1.3, 2.1, 3.1, 3.2, 4.1, 4.2, 4.4, 5.1 and 6.1 while travelling in Australia.

  • Q. What cover types are available?

    A. Different benefits and premium will apply depending if you apply for a policy on your own, with a friend or your whole family. The following cover types are available*:

    • Single - This cover type applies if you take up cover for yourself and your dependants under the same policy. 
    • Individual - This cover type applies if you take up cover for yourself only. 
    • Duo - This cover type applies if you take up cover for you and your travelling companion under the same policy without any dependants.
    • Family - This cover type applies if you take up cover for you, your spouse or partner and your dependants under the same policy.

    You can check the benefits that apply to your cover type in the ‘Table of Benefits’ section of the PDS.

    *Exclusions, conditions and limitations apply. Please refer to Product Disclosure Statement for full details.

  • Q. Are there age restrictions to apply for cover?

    A. Our Essentials, Basic and Multi-Trip Plans, are available to travellers aged 74 years or under. Our Additional Options are available to those aged 74 years or under. 


    For those aged 75 or older, you can choose from our Comprehensive and Domestic Cover Plans.

  • Q. When should I take out my policy?

    A. As soon as you purchase travel insurance cover is provided for cancellation fees and lost deposits should you have to cancel your trip. We suggest you consider travel insurance as soon as possible once you’ve paid for your trip or put down a deposit for added peace of mind.

    Exclusions, conditions and limitations apply. Please refer to Product Disclosure Statement for full details.

  • Q. How far in advance can I buy travel insurance?

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

  • Q. Can I take out travel insurance if I am already overseas?

    A. No, you cannot purchase Virgin Money Travel Insurance after you have commenced your journey.

  • Q. Can I extend my cover while overseas?

    A. You can apply to extend your cover, by contacting us and confirming that you wish to extend your cover prior to your policy expiry date (we must receive your request to extend your cover at least 7 days before your policy expires if you send your request by post). 

    If your cover can be extended, we will issue you with a new Certificate of Insurance for the additional cover period.

    For more details, please read the ‘Extension Of Cover’ Section of our PDS.

  • Q. When will my cover start?

    A. As soon as you purchase your policy, you’ll be covered for cancellation fees and lost deposits should you have to cancel your trip. Any other benefits will only be valid from trip commencement as stated on your Certificate of Insurance. We'll email you straight away with confirmation and your Certificate of Insurance.

  • Q. Do I need to include stopovers when selecting the countries I’m going to?

    A. You don’t need to include countries where you have stopovers of less than 48 hours. If the total of continuous time spent in any country exceeds 48 hours (regardless of the duration of any individual stopover) please include that country in your selection to ensure that you’re covered.

  • Q. Do you cover one way trips?

    A. Sorry, we don’t.

    All trips must start and end in Australia. If you’re travelling on an open return ticket, you should purchase the cover for the period you intend to stay and if an extension of cover is required, you must request this prior to your original policy’s expiry date. Extensions are subject to our approval and also the payment of an additional premium.

    See the 'Purchasing this product' section of the PDS for details of when extensions of cover are not available.

  • Q. Are there any discounts for existing Virgin Money customers?

    A. Yes, a 10% discount will apply if you pay for your travel insurance using your Virgin Money Credit Card.

  • Q. What happens once I’ve purchased a policy?

    A. Once your credit card payment is approved, you’ll receive an email with your Certificate of Insurance confirming that you have immediate cover (it’s best to also check your junk folder in case our email to you ends up there). If you asked us to post these details to you, you should receive your confirmation letter and Certificate of Insurance within a week.

  • Q. Can I cancel or get a refund on my policy?

    A. Premiums can only be refunded if you cancel within the first 14 days of purchase (the Cooling-off Period) provided you have not started your journey and you don’t want to make a claim or to exercise any other right under the policy. You will be given a full refund of the premium you paid when exercising your cooling-off right. After this period, you can still cancel your policy, but we will not refund any part of your premium if you do.

  • Q. What is the 'Duty of Disclosure'?

    A. Before you enter into an insurance policy with the insurer, Allianz Australia Insurance Limited (Allianz), the Insurance Contracts Act 1984 (Cth) requires you to provide us with the information we need to enable us to decide whether and on what terms your proposal for insurance is acceptable and to calculate how much premium is required for your policy. You will be asked various questions when you first apply for your policy. When you answer these questions you must:

    • give us honest and complete answers;
    • tell us everything you know; and
    • tell us everything that a reasonable person in the circumstances could be expected to tell us.

    If you vary, extend, reinstate or replace the policy your duty is to tell us before that time, every matter known to you which:

    • you know; or
    • a reasonable person in the circumstances could be expected to know,
    • is relevant to our decision whether to insure you and whether any special conditions need to apply to your policy.

    You do not need to tell us about any matter that:

    • diminishes our risk;
    • is of common knowledge;
    • we know or should know as an insurer; or
    • we tell you we do not need to know.

     

    Who does the Duty apply to?

    Everyone who is insured under the policy must comply with the Duty of Disclosure.

     

    What happens if you breach the Duty?

    If you do not comply with the Duty of Disclosure, Allianz may cancel the policy or reduce the amount they pay if you make a claim. If fraud is involved, Allianz may treat the policy as if it never existed and pay nothing.

  • Q. Who is the underwriter for Virgin Travel Insurance?

    A. Virgin Travel Insurance policies are underwritten by the insurer Allianz Australia Insurance Limited (‘Allianz’) ABN 15 000 122 850 AFS Licence No. 234708.

  • Q. Who is AWP Australia Pty Ltd?

    A. Virgin Money (Australia) Pty Limited ABN 75 103 478 897 AR 280884 (Virgin Money) arranges this insurance as authorised representative for Virgin Money Financial Services Pty Ltd ABN 51 113 285 395 AFSL 286869. Travel insurance is issued and managed by AWP Australia Pty Ltd ABN 52 097 227 177 AFSL 245631 trading as Allianz Global Assistance on behalf of the insurer, Allianz ‎Australia Insurance Limited ABN 15 000 122 850 AFSL 234708. We do not provide any advice based on any consideration of your ‎objectives, financial situation or needs. Terms, conditions, limits and exclusions apply. Before making a decision, please consider the product disclosure statement. If you purchase this insurance, we will receive a commission that is a percentage of the ‎premium. Ask us for more details before we provide you with services.

Cover Plans

Comprehensive cover

New travel insurance policies are no longer issued, effective 25 March 2020.

  • Q. Who can apply for Comprehensive cover?

    A. Comprehensive cover is only available if:

    • you’re a resident of Australia; and
    • you purchase your policy before you leave your departure point; and
    • your journey commences and ends in Australia.
  • Q. What will I be covered for with the Comprehensive Plan?

    A. Our Comprehensive cover offers top level cover for cancellations, medical, luggage, accident and liability. If you plan to go on a cruise, a snow trip or thrilling adventure, you should also consider our additional cover options available to you.

  • Q. Where do I find full details of my policy’s inclusions and exclusions?

    A. See our PDS for all the details plus the full terms, conditions and exclusions of your policy. Once you purchase a policy the PDS and Certificate of Insurance form the full terms and conditions of your policy.

  • Q. Do you cover my luggage?

    A. Our Comprehensive cover provides cover for luggage and personal effects. The maximum amount we will pay for all claims in total under Policy Section 4.1 & 4.2 (Luggage & Personal Effects Delay and Luggage & Personal Effects Delay Expenses) is shown in the Table of Benefits. You can also insure specific items as an additional cover by paying an additional premium.

    It’s important to know that we may refuse to pay a claim if you don’t take all reasonable precautions to protect your luggage, which includes ensuring that you don’t leave it unsupervised and taking all necessary steps to avoid any loss or damage.

  • Q. Am I covered when riding a motorcycle, a moped or a scooter overseas?

    A. Yes, cover is provided under the policy if you hold a current Australian motorcycle licence or motorcycle licence valid for the country you are riding in. If you’re travelling as a passenger on a motorcycle, scooter or moped, cover is available if the person in control of the motorcycle, scooter or moped holds a current motorcycle licence valid for the country you’re travelling in. All other claims which arise from being in control of a motorcycle or being a passenger travelling on a motorcycle are not covered under the policy. Please refer to the PDS for details.

  • Q. Does the policy cover me for underwater diving?

    A. Your policy provides automatic cover for underwater diving using an artificial breathing apparatus at a depth no greater than 10 metres if you hold an open water diving licence or dive under licensed instruction. If you plan to dive beyond 10 metres and up to 30 metres, we recommend that you check our Adventure Pack as an additional cover option.

  • Q. What additional options are available with the Comprehensive cover?

    A. You can select from the additional options for an additional premium:

  • Q. Is Terrorism covered under the policy?

    A. In the event of an act or threat of terrorism, there is no cover under the following Policy Sections:

    • Policy Section 2.1 – Cancellation Fees and Lost Deposits
    • Policy Section 3.2 – Travel Delay Expenses
    • Policy Section 3.3 – Alternative Transport Expenses

    Cover is available for all necessary overseas medical and hospital expenses, including bringing you Home (unless you are on the Non-Medical or Domestic cover).

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

    A. Sorry, we won’t refund your premium if you cancel your policy once your trip has commenced.

Multi-Trip cover

New travel insurance policies are no longer issued, effective 25 March 2020.

  • Q. Who can apply for Multi-Trip cover?

    A. Cover is only available if:

    • you are a resident of Australia; and
    • you purchase your policy before you leave your departure point; and
    • your journey commences and ends in Australia; and
    • you are aged 74 years and under.
  • Q. Can my family be covered under my Multi-Trip cover?

    A. Yes, your accompanying spouse or partner and dependants will be covered provided that they are aged 74 years and under and accompany you 100% of the time so make sure you register them when you purchase your policy. Please note that an additional premium will apply.

  • Q. What will I be covered for with the Multi-Trip Plan?

    A. Our Multi-Trip cover offers international comprehensive (cancellations, medical, luggage, accident and liability) and domestic cover for people who take multiple trips each year.

  • Q. Where do I find full details of my policy’s inclusions and exclusions?

    A. See our PDS for all the details plus the full terms, conditions and exclusions of your policy. Once you purchase a policy the PDS and Certificate of Insurance form the full terms and conditions of your policy.

  • Q. Do you cover my luggage?

    A. Our Multi-Trip cover provides cover for luggage and personal effects. The maximum amount we will pay for all claims in total under Policy Section 4.1 & 4.2 (Luggage & Personal Effects Delay and Luggage & Personal Effects Delay Expenses) is shown in the Table of Benefits. You can also insure specific items as an additional cover by paying an additional premium.

    It’s important to know that we may refuse to pay a claim if you don’t take all reasonable precautions to protect your luggage, which includes ensuring that you don’t leave it unsupervised and taking all necessary steps to avoid any loss or damage.

  • Q. Am I covered when riding a motorcycle, a moped or a scooter overseas?

    A. Yes, cover is provided under the policy if you hold a current Australian motorcycle licence. If you’re travelling as a passenger on a motorcycle, scooter or moped, cover is available if the person in control of the motorcycle, scooter or moped holds a current motorcycle licence valid for the country you’re travelling in. All other claims which arise from being in control of a motorcycle or being a passenger travelling on a motorcycle are not covered under the policy. Please refer to the PDS for details.

  • Q. Does the policy cover me for underwater diving?

    A. Your policy provides automatic cover for underwater diving using an artificial breathing apparatus at a depth no greater than 10 metres if you hold an open water diving licence or dive under licensed instruction. If you plan to dive beyond 10 metres and up to 30 metres, we recommend that you check our Adventure Pack as an additional cover option.

  • Q. What additional options are available with the Multi-Trip cover?

    A. You can customise your Multi-Trip cover with the following additional options:

  • Q. Is Terrorism covered under the policy?

    A. In the event of an act or threat of terrorism, there is no cover under the following Policy Sections:

    • Policy Section 2.1 – Cancellation Fees and Lost Deposits
    • Policy Section 3.2 – Travel Delay Expenses
    • Policy Section 3.3 – Alternative Transport Expenses

    Cover is available for all necessary overseas medical and hospital expenses, including bringing you Home (unless you are on the Non-Medical or Domestic cover).

Basics and Essentials cover

New travel insurance policies are no longer issued, effective 25 March 2020.

Pre-existing medical conditions

New travel insurance policies are no longer issued, effective 25 March 2020.

  • Q. Can I get cover for a pre-existing medical condition?

    A. Some pre-existing medical conditions are automatically covered at no extra cost, while cover for other conditions may be available for an additional premium. Please note that our Cover Plans are only available if you're aged 74 years or under at the time the policy is issued.

    You can check if your pre-existing medical condition is covered, and whether an extra premium applies, by reading our PDS or completing our self-assessment when you’re applying for your travel insurance policy online.

    You can enquire about cover for your pre-existing medical condition via the following:

    • Online
      On Step 3 of the quote form, you’ll have the option to complete an online medical assessment for each traveller
    • Call
      Our friendly team are happy to help out with any questions. Simply call 1800 134 419 and select option 1 then 3 to speak to one of our specialists.

    Whichever path you choose, you’ll simply need to answer some questions about your condition. Based on your answers, we’ll let you know if we can cover you and if an additional premium applies.

    If you’re not eligible for cover for your pre-existing medical condition, you won’t be able to purchase a Comprehensive, Basic, Multi-Trip or Domestic travel insurance policy but you can still take up our Non-Medical Plan.

  • Q. What happens if I purchase my travel insurance policy and a new medical condition develops? Would I need to pay an additional premium?

    A. If you have already purchased your travel insurance policy, and a new medical condition develops after the Date of Issue, it is not considered a pre-existing medical condition and you would not need to pay an additional premium. This is subject to the terms, conditions, exclusions and limitations listed in our PDS.

  • Q. How do I know if I have a pre-existing medical condition?

    A. A pre-existing medical condition is generally understood as a medical condition of which you’re aware of prior to the time of the Travel insurance policy being issued. You can check the complete definition of Pre-existing Medical Condition in the PDS to see if you have a pre-existing medical condition. If you're still unsure, please contact us on 1800 134 419.

  • Q. How do I apply for cover if I have a pre-existing medical condition?

    A. You can enquire about cover for your pre-existing medical condition via the following:

    • Online
      On Step 3 of the quote form, you’ll have the option to complete an online medical assessment for each traveller. You’ll need to click 'Yes' to the 'Pre-existing medical condition?' question in ‘Your details’ section and our online pre-existing medical assessment will take you through the process.
    • Call
      Our friendly team are happy to help out with any questions. Simply call 1800 134 419 and select option 1 then 3 to speak to one of our specialists.

    Whichever path you choose, you’ll simply need to answer some questions about your condition. Based on your answers, we’ll let you know if we can cover you and if an additional premium applies.

    If you’re not eligible for cover for your pre-existing medical condition, you won’t be able to purchase a Comprehensive, Basic, Multi-Trip or Domestic travel insurance policy but you can still take up our Non-Medical Plan.

  • Q. Is mental illness covered?

    A. From 1 November 2017, where a customer submits a claim rising from or related to the First Presentation of a mental illness, cover may be available for all applicable benefits (including cancellation or re-arrangement). Our claims team will review this information as appropriate. Documentations from a medical adviser is required to substantiate all medical-related claims.

  • Q. What is mental illness?

    A. A mental illness is any illness, condition or disorder listed in the current edition of the Diagnostic and Statistical Manual of Mental Disorders.

  • Q. What does First Presentation mean?

    A. A First Presentation means that the insured was not aware of any signs or symptoms, nor had sought treatment for the mental illness prior to the date of issue of the policy.

    Medical documentation (from a medical advisor) obtained through our claims process will assist our claims team in deciding whether the mental illness is a First Presentation or a Pre-existing medical condition.

  • Q. Can a mental illness be a Pre-existing medical condition?

    A. Yes, a mental illness can still be considered a Pre-existing medical condition. At this stage, we’re unable to perform a medical assessment for a Pre-existing mental illness.

  • Q. Who is considered a medical adviser?

    A. Medical adviser means a doctor (including a clinical psychologist) or dentist qualified to diagnose the condition or disorder, holding the necessary current certification in the country in which they are currently practising, and who is not you or your travelling companion, or a relative or employee of you or your travelling companion.

Additional Options
  • Q. What additional options are available to me?

    A. With Comprehensive, Multi-Trip or Domestic covers, you’ll have the option to add the following:

    • Adventure Pack – provides cover for a number of sports and activities which aren’t automatically covered
    • Cruise Pack - cover for cruise related events such as cabin confinement
    • Snow Pack – provides medical cover and protection if you plan to hit the slopes
    • Increased Item Limits - cover for valuable items you want to take on your trip
    • Rental Vehicle Insurance Excess - cover for the excess payable under the motor vehicle insurance specified in your rental agreement
  • Q. Can I purchase additional options with any cover plan?

    A. No, our Adventure, Cruise and Snow Packs are only available with our Comprehensive, Domestic or Multi-Trip covers. These additional options are available for an additional premium, when purchasing your cover.

  • Q. What is ‘Rental Vehicle Insurance Excess’ Cover?

    A. If you hire a Rental Vehicle while you are travelling and have an accident or the Rental Vehicle is damaged or stolen, a benefit is payable up to the maximum limit you selected as shown on your Certificate of Insurance.

    This cover does not take the place of Rental Vehicle insurance and only provides cover for the excess component up to the applicable benefit limit.

    It’s important to know that Rental Vehicle Excess cover does not provide cover for the injuries or damage your use of a Rental Vehicle might cause to other people and their property. You should arrange such insurance with the Rental Vehicle Company.

  • Q. What is the excess applied to my cover?

    A. The default excess varies for each product. You can choose your excess during the application process. To check the excess relevant to you, please check your Certificate of Insurance.

    The Excess is the deduction we will make from the amount otherwise payable under your policy for each claimable incident or event.

    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.

    Please note, if you choose to take out one or more of the additional options, an additional excess may apply. Please refer to our PDS for details.

  • Q. What will I be covered for with the Cruise Pack?

    A. Your travel insurance policy will not cover you for claims relating to travel on a cruise vessel unless you you buy a cruise pack. Our Cruise Pack provides seven extra benefits for your cruise and can be purchased with our Comprehensive, Domestic and Multi-Trip Plans by paying an additional premium when you buy your policy.  You cannot purchase sections of the cruise pack individually. The pack includes:

    • Medical cover while cruising
    • Evacuation cover – ship to shore*
    • Cabin confinement*
    • Prepaid shore excursion cancellation
    • Formal cruise attire lost or damaged*
    • Formal cruise attire delayed
    • Marine rescue diversion*

    *Sublimits apply apply

    This is a summary only of the cover provided under the policy. Terms, conditions, limits and exclusions apply. *Sub-limits apply to particular types of losses or claims. You do not have cover under certain sections while travelling in Australia. Please refer to the Product Disclosure Statement for full details.

  • Q. What will I be covered for with the Snow Pack?

    A. If you're planning to hit the slopes, our Snow Pack is available as an additional option. This pack can be purchased with our Comprehensive, Multi-Trip or Domestic covers. It will provide you cover for Emergency Rescue, your own or hired snow sport equipment, as well as piste closure or bad weather & avalanche closure expenses incurred.

    You need to be aware that if you purchase the Snow Pack and make a claim under ‘Overseas Emergency Medical And Hospital Expenses’ and ‘Cancellation Fees And Lost Deposits’, an additional $500 excess will apply in addition to any standard excess if your claim is directly related to you taking part in snow-sport activities. And while you can pay to remove your standard excess, you can’t pay to remove the additional $500 excess with the Snow Pack.

    Please note the Snow Pack does not provide cover for claims for permanent disability or personal liability that arise from your participation in snow sport activities.

  • Q. What will I be covered for with the Adventure Pack?

    A. Your policy only covers the sports and activities listed in the Product Disclosure Statement unless you purchase the Adventure Pack. Designed for the more intrepid travller, our Adventure Pack is available with our Comprehensive, Domestic and Multi-Trip Plans by paying an additional premium when you buy your policy. It covers a range of more adventurous sports and activities, but be aware that some sports and activities are not covered under any circumstances.

    Please note this additional option does not provide cover for claims for Permanent Disability or Personal Liability that arise from you participating in the listed activities available under this option.

    An excess of $500 in addition to any standard excess applies for all claims on Overseas Emergency Medical and Hospital Expenses and all Cancellation Fees and Lost Depsoits if you purchase this option and your claim arises directly from your participation in adventure activities. You cannot pay to remove or reduce this excess. For detailed information please refer to the Product Disclosure Statement.

Assistance & Claims
  • Q. How do I access Emergency Assistance?

    A. If you need emergency assistance while travelling, call us any time – 24 hours, 7 days. You can download our list of emergency contact numbers by country or dial reverse charge (collect) via the local operator +61 7 3305 7499.

  • Q. What type of assistance can you help me with?

    A. Through our partnership with Allianz Worldwide Partners, Virgin Travel Insurance provides emergency medical assistance, 24 hours a day, 7 days a week, including access to a specialist team of doctors, registered nurses and support staff.

  • Q. What happens if I get sick while travelling overseas?

    A. If you have a medical problem while overseas, contact us immediately. Download our emergency contact numbers list, to find the relevant number depending on which country you’re travelling in or dial reverse charge (collect) via the local operator +61 7 3305 7499.

    Virgin Travel Insurance provides cover for overseas emergency medical assistance and treatment costs. You can choose your own doctor or we can find one for you, unless you are treated under a Reciprocal HealthCare Agreement (check the PDS for details).

  • Q. What happens if I have to be evacuated back to Australia due to injury or illness?

    A. We will bring you back to Australia, and send you to your local doctor or hospital, who will then take care of you. All expenses for medical evacuation must first be approved by us. Cover is available for your medical transfer or evacuation with Comprehensive, Multi-Trip, Basic and Essentials covers, 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 cover Plans for the return to Australia of your Dependants if they are left without supervision following your hospitalisation or evacuation. Our liability ends upon safely repatriating you to home soil, where you are assimilated into the local healthcare system.

  • Q. If I decide to return home because I am ill, do I need to obtain approval?

    A. If you have been hospitalised, we MUST be advised as soon as possible. If you do not advise us then, to the extent permissible by law, these expenses will not be covered, nor will any evacuations or airfares that have not been approved or arranged by us. If you’re not hospitalised but you are being treated as an outpatient and the total cost of such treatment will exceed AUD $2,000, you MUST contact us.

  • Q. Can I still claim if I don’t have receipts for my luggage or personal effects?

    A. 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.

  • Q. Do I have to pay an excess if I make a claim under my policy?

    A. Your standard excess is shown on your Certificate of Insurance and applies EXCEPT where a benefit is payable under the following sections:

    • Section 1.1 -Overseas Emergency Assistance
    • Section 4.2 -Luggage & Personal Effects Delay Expenses
    • Section 4.4 -Theft of Cash
    • Section 7.9 -Cabin Confinement
    • Section 7.12 -Formal Cruise Attire Delayed
    • Section 7.13 -Marine Rescue Diversion

    A standard excess may apply to a section of an Additional Option that you selected. 

    For detailed information please refer to the Product Disclosure Statement.

  • Q. How do I make a claim?

    A. If you need to lodge a claim or make an enquiry on an existing claim just give our Claims Team a call. It’s that simple. Once we’ve got you on the phone, we’ll then guide you through our quick and easy claims process. We’ll either process your claim over the phone or, if more information is needed, let you know the next steps. You can also check our Claims guide to find what you may need.

    Phone: 1800 134 419 (from Overseas +61 7 3305 7499)
    Fax: +61 7 3305 7016

    Online: Virgin Money - Travel Claims

    Email: travelclaims@allianz-assistance.com.au
    Mail: PO Box 162, Toowong QLD 4066 Australia

    They are available:
    Mon to Fri 8am to 8pm, Sat 8am to 5pm (Sydney time)
    Sunday – Closed

  • Q. What kind of documentation is required to process my claim?

    A. When you call our Claims Team, they’ll consider if your claim can be assessed on the spot or advise you of the next steps to complete your claim assessment and also any documentation that may be required. Each type of insurance claim you make may require different supporting documentation (for example medical reports, invoices, purchase receipts, police reports).

  • Q. How do I know my travel insurance claim will be assessed fairly?

    A. We will handle the claim in a timely and efficient manner and keep you informed in accordance with the General Insurance Code of Practice. The Code sets the minimum standards of practice and service in the general insurance industry. If your claim is refused and you wish to challenge the decision, you can refer the matter to Allianz Worldwide Partners’ Dispute Resolution Department: PO Box 162, Toowong Queensland 4066.

    If you are not satisfied with our decision or a decision is not reached within 45 days, a dispute can be referred to the industry's independent external complaints scheme, the Australian Financial Complaints Authority (AFCA), subject to its terms of reference. AFCA provides fair and independent financial services complaint resolution that is free to consumers.

    Website: www.afca.org.au
    Email: info@afca.org.au
    Phone: 1800 931 678 (free call)
    Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

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