Here are some common questions we get asked about our travel insurance policies.
Price
1. How much does a policy cost?
Prices vary depending on both duration and where you are travelling to. To find out how much a policy costs choose a plan.
You must buy the policy online using one of these credit cards: Visa, Mastercard, Amex.
3. If I change my mind and cancel the policy, do I get a refund?
Yes. There is a cooling off period if you change your mind. You may cancel the policy within 14 days after the issue of your Certificate of Insurance and Combined FSG and PDS (including Policy Wording) provided you have not started your trip and you do not want to make a claim or exercise any other right under the policy. You will be refunded the full amount of the premium you have paid. If you have any further questions, you can ring 1300 787 376.
4. What part of a claim do I have to pay for?
Policy excesses vary by product. Please check the Combined FSG and PDS (including Policy Wording) for specific details. For some products you can remove the excess by paying an additional amount.
5. As you can only purchase with a credit card, how do I know it is secure?
SureSave uses a secure payment gateway that make credit card transactions directly and securely with the bank. We do not see, record or store these card details in any form, simply get approval or decline from the banking institution. Once authorised, it's instant travel insurance cover and your Certificate of Insurance is displayed on screen for you to print. This connection through to the bank uses a 128bit encrypted SSL Web Server Certificate so that any information is encrypted or scrambled. You can be assured that your transaction is at least as safe as any other normal offline credit card transaction.
6. Are there any no-claims bonuses?
Mostly travel insurance is a one-off thing, so if you have to make a claim you won't find your premiums suddenly bumped up the next time. Of course, if too many people make claims the premiums will rise anyway. But aside from maybe having to pay an excess, there is no reason not to make a claim.
7. If I return home early, do I get a refund?
No. If you buy a 6 month policy and return home after 2 months, the policy is terminated and you don't get a refund.
Cover
8. Do I really need travel insurance?
There are many things to consider when travelling overseas including passport, tickets, exchange rates, accommodation, and what to pack. While overseas travel can be an exciting prospect, there can be situations where things may go wrong and travellers find themselves needing urgent medical assistance, help with replacing lost luggage and/or assistance with making an urgent trip home. This is where travel insurance can help - along with providing peace of mind for travellers who may find themselves in any of these situations. Travellers should thoroughly read the Combined FSG and PDS (including Policy Wording) before they purchase travel insurance to ensure it meets all their needs and provides the appropriate level of cover.
We've all heard the horror stories of people losing their money, passport, sometimes their entire luggage, leaving them stranded far from home. Or worse, being injured or just getting sick in the wrong part of the world.
If you can't afford the insurance, you can't afford the trip. Travel insurance isn't an option when you are travelling overseas.
9. Why do I need insurance against medical treatment?
What would happen if you were run over in rural Thailand, broke your leg in Africa, or if you were injured in a car accident in the United States. According to smartraveller.gov.au, daily hospitalisation costs in Southeast Asia regularly exceed $800. The cost of medical evacuations from the United States regularly range from $75,000 to $95,000. Even the return of remains from Europe is in excess of $10,000. Now contemplate having no travel insurance if you take ill wherever you're planning to travel. Travel insurance is essential. If you can't afford the insurance, you can't afford to go.
10. What should I look for in a travel insurance policy?
There is a very wide variety of travel insurance policies available. They all have their good features, and they all apply various exclusions. It's important that you know what you want covered, and understand what your policy actually covers you against. We've all heard the horror stories of travellers injured in places like the United States or Europe, where a hospital bill for a relatively minor condition can exceed $50,000. In such circumstances, that insurance premium is a worthwhile investment. Travel is one of the most hotly contested classes of insurance when it comes to claims. Last year, the Financial Ombudsman Service Limited, the insurance industry's dispute resolution system, reported that the vast majority of disputed travel claims revolved around two areas: what the policy was intended to cover and how much goods claimed really cost.
11. What is 'Cancellation' cover?
Cancellation Cover applies to lost deposits and cancellation fees for pre-paid travel arrangements due to unforeseen circumstances neither expected nor intended by you or which are outside your control. There is provision to claim for cancellation of your trip for a variety of reasons including being called for jury duty, the death of a close relative, sickness, accidents, and natural disasters however if you merely change your mind about your trip, there is no cover. A travel insurance policy should cover you for the entire duration of your trip. But you might also want to consider adding a couple of extra days to your policy so that you're covered if there are delays or cancellations, or if you change your travel plans.
12. What are the the parts of a policy?
* Medical and additional expenses, including cover for the costs of medical, surgical, hospital, ambulance, emergency dental, medical evacuation and additional expenses.
* Cover for cancellation charges on prepaid arrangements.
* Cover for luggage and personal effects that are taken on the trip or purchased during it. Note that there is usually a limit per item, with an overall limit for electronic equipment like cameras and personal computers.
* Cover for travel documents, credit cards or travellers cheques that are lost or stolen. There is usually a limit - either per item or overall.
* Personal liability in case you accidentally injure another person or damage their property. This provides you with cover against the possible cost of the damage.
* Return airfare if you suffer an accident or need to return home due to a covered event outside your control.
* Travel delays which covers you for additional meals and accommodation expenses if your journey is delayed for more than a certain number of hours. Delays due to industrial action and - even worse - weather are far more common than you might think.
* Emergency luggage which allows you reimbursement of your purchases for essential items if your luggage is temporarily delayed by the carrier.
* Accidental death: it won't make you feel any better (how could it?) but a payout to your estate should you be killed on your trip will certainly make things easier for your family. Limits usually apply, ranging from $10,000 to $25,000, depending on the type of policy.
* Resumption of trip if you have to return home early due to the unexpected death of a relative, some insurers will offer you cover for the costs of resuming your overseas trip. Note, however, the word "unexpected".
* Out-of-pocket expenses provides you with spending money for each day that you are confined in an overseas hospital.
Loss of income because of the accident you had while you were overseas may prevent you from working on your return home, so some policies provide a benefit ranging from $5,000 to $25,000.
* Domestic pets; those kennel and cattery fees can accumulate rather quickly if you are caught up overseas by injury or an unforeseen delay.
* Rental vehicle excess provides cover for the insurance excess on your rental vehicle if it is involved in an accident or stolen. If you're planning to do a lot of driving on your overseas holiday, it can be a very handy cover to have.
* Free cover for children and dependents under the age of 21, accompanying the policyholder.
If you're partial to skiing, ice sports, hot-air ballooning, scuba diving, bungee jumping, white-water rafting, paragliding and so on, look for a policy that offers specific cover for amateur or action sports. The policy will define exactly what is covered.
There is cover for cancellation once your policy is purchased if you develop a medical condition. Please see the full terms and conditions outlined within the Combined FSG and PDS (including Policy Wording).
14. Should I suspend my private health cover while I'm away?
Most health funds allow their members to suspend their private health insurance in certain circumstances, for example overseas travel. However, suspension rules vary from health fund to health fund. You should contact your private health insurer directly to obtain more information.
Policy
15. What is a pre-existing medical condition?
Pre-existing Medical Condition means:
(a) An ongoing medical or dental condition of which you are aware, or related complication you have, or the symptoms of which you are aware;
(b)A medical or dental condition that is currently being, or has been investigated, or treated by a health professional (including dentist or chiropractor) at any time in the past, prior to policy purchase;
(c)Any condition for which you take prescribed medicine;
(d)Any condition for which you have had surgery;
(e)Any condition for which you see a medical specialist; or
(f)Pregnancy.
This definition applies to you, your Travelling Party or a Relative.
16. I am pregnant, am I able to travel in an aircraft?
You will need to refer to the Combined FSG and PDS (including Policy Wording) of each policy you are considering, as there are exclusions that may apply.
17. Is there an age limit on travel insurance?
Insurers are aware now of the fact that more and more of our older citizens enjoy international travel - and also that many are fitter than travellers half their age. Some budget-priced travel insurance policies place limits on travellers over 50, with cover ceasing at 65. Suresave has an age limit of 80 years. Travellers who are over that age wanting to travel need to complete a 81 Years and Over Medical Declaration Form which will then be assessed by the insurer.
18. I'm planning to take my video camera and sound equipment with me, are they covered?
The amount paid for loss of your video camera or sound equipment will depend on your insurance policy, but there is a maximum single amount. It's usually about $3,000 to $4,000 but refer to the individual Combined FSG and PDS (including Policy Wording).
19. What is a duty of disclosure?
Under the law, we as agents for Cerberus are required to inform you about your duty of disclosure. We have asked and will ask various questions of you. You have a duty at law when answering them to give us honest and complete answers and to tell us everything you know and that a reasonable person in the circumstances could be expected to tell us. You answer the questions for yourself and everyone else covered by the policy, because you apply on their behalf and with their consent. If you breach the duty, the insurer may cancel the policy or reduce the amount it pays for a claim. If fraud is involved, the insurer may treat the policy as if it never existed and pay nothing.
20. Does my insurance only cover me for the one trip?
The policy is only valid for the period of the trip stated in the Certificate of Insurance.
21. General Insurance Code of Practice
You may contact the Financial Ombudsman Service Limited (FOS) a free and independent, national dispute resolution service that handles general insurance enquiries and complaints. The FOS can be contacted on 1300 780 808*.
*Calls are charged at local rate from landlines and at the applicable rate for your carrier if calling from a mobile.
Emergency Assistance
22. How do I get Emergency Assistance overseas?
24hr Emergency Assistance is available by calling reverse charge +44 (0)20 7902 7405.
23. If I decide to return home because I am ill, do I need the insurer's agreement?
Yes, whatever the circumstances. If you intend to do something that you will claim for later, you first have to obtain the insurer's agreement.
Claims
24. Can I wait until I get home to make a claim?
Yes. Provided the incident you are claiming for took place while you were travelling overseas and your policy was valid at the time, if you want to wait until you get home to submit your claim then that's fine.
You can claim for medical evacuation , cancellation costs, funeral expenses, emergency dental treatment, luggage and personal effects, and personal liability. You should refer to the Combined FSG and PDS (including Policy Wording) for the full description of benefits and exclusions.
26. I was robbed of $300 in local currency. Do I have a claim?
There is a nominal limit a to the amount the insurer will reimburse following the theft of cash whilst travelling overseas. It's always safer to use traveller's cheques or credit cards.
27. What's 'due care and attention'?
If you leave your hand luggage unattended in a public place (outside the toilet at the airport, for example) and it disappears, your insurer may reject your claim, as you haven't paid due care and attention to your goods. Equally, if you leave your luggage with somebody you don't know - for example at the airport while you buy a cup of coffee - that, too, is not giving due care or attention. This duty of care spills over into your baggage and rented cars. Most policies will not pay out if your luggage is stolen from your rented car when it is in the boot overnight. Other insurance companies can refuse the claim if it is stolen from the main part of the car.
28. Should I obtain police reports or doctors' details for insurance purposes?
We know it cuts into your valuable holiday time, but there isn't a lot of point in trying to obtain such vital information once you have returned to Australia. Get the information you need as soon as possible, and store it in a safe place.
29. When can I have my claims paid?
Usually when you return to Australia, and only then after the insurer is satisfied that all the paperwork is correct. If you plan to be away for a long period, or the loss you've experienced is causing you serious financial troubles, contact the insurer to discuss the options.
