FAQs - Travel Insurance

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.

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.

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.

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.

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.

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.

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

• Pre-existing Medical Conditions
• Snow holiday
• Cruise holiday
• Adventure holiday
• Rental Vehicle Excess
• Increased Item Limits

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).

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

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.

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.

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.

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.

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.

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.

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.

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

• Pre-existing Medical Conditions
• Snow holiday
• Cruise holiday
• Adventure holiday
• Rental Vehicle Excess
• Increased Item Limits

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).

A. Basic and Essentials 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; and
• you are aged 74 years and under.

A. Our Basic cover is best suited for budget-conscious travellers who are only after medical cover for their trip and our Essentials cover offers simple, cost-effective cover across the most common benefits of travel insurance such as cancellations, medical and luggage. Compare our cover plans.

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.

A. Our Essentials cover provides cover for luggage and personal effects but not our Basic cover which provides cover for medical only. 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 purchase increase item limit cover for items we give you the option to select by paying an additional premium at the time you purchase your policy.

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.

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.

A. Your policy provides you automatically with 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.

A. The Increased Item Limits additional option is available with our Essentials plan but not on our Basic plan. If you need additional cover, please consider our other cover plans.

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

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.

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.

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.

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.

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.

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

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.

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.

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.

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

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.

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.

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.

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.

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.

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.

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.

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.

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).

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.

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.

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.

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.

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

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).

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

If you purchased your travel policy between 18 March 2020 and 31 March 2020 you may be eligible for a full refund provided that you have not travelled or otherwise used your policy.

Policies purchased prior to 18 March 2020 may be eligible for a partial refund. If your travel plans have been cancelled or shortened due to COVID-19 you have the option to cancel the remainder of your policy and obtain a refund for the unused premiums

Please note, eligibility criteria applies. Call us on 1800 134 419 (Mon to Fri 8am to 7pm, Sat 8am to 5pm (Sydney time) to discuss your options.

If you're seeking up to date information about Coronavirus (COVID-19) please visit Smart Traveller or refer to the FAQs from our partner, Allianz Global Assistance.

Due to the significant amount of customers impacted, once we have received your refund request it may take up to 8 weeks for you to receive your funds.

At this stage we are only offering refunds and cannot issue credit notes. You will be provided a full refund for your policy.

If you are currently travelling and utilising your travel policy you will not be eligible for a refund. If you are overseas and require urgent medical assistance, contact us immediately on +61 7 3305 7499.

While we’re offering full refunds on policies purchased between these dates, if you would like to keep your policy please keep in mind that your policy may incorporate exclusions to cover where the Australian Government declares a DO NOT TRAVEL. This may mean your cover is excluded.

We understand that you may be itching for your next big adventure and want to be covered. We have currently paused our domestic and international travel insurance offers but we’ll keep you updated when this changes.