Frequently Asked Questions

Not sure about something and need some help? Below are a number of typical queries that people come across when buying a travel insurance policy. Alternatively, if your query is not listed below, please feel free to contact us on 132 331 or email us directly with your query to faq@travel.medibank.com.au.

Simply click on one of the questions below to reveal the answer:

How do I take out a travel insurance policy?

You can get a quote and buy travel insurance online now, call us on 132 331 or visit one of our Medibank stores, and one of our customer consultants will be pleased to assist you.

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• Find your nearest Medibank store

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What does travel insurance cover?

Medibank Travel Insurance can cover you for when the unexpected happens, whether that's a medical situation overseas, lost luggage, travel delays or theft. When you buy a policy, you're provided with a 24 hour worldwide hotline that you can call for emergency assistance free of charge from anywhere around the world, 24 hours a day, 7 days a week, 365 days a year.

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Is there a discount for travel insurance if I'm a Medibank Private Health Insurance member?

Yes, you will receive a 10% discount off travel insurance rates for non-members.

• Get a quote with member discount applied

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How can I tell if I have a 'pre-existing medical condition' for the purposes of travel insurance?

A pre-existing Medical Condition (or 'pre-existing condition') is:

1. An ongoing medical or dental condition of which you are aware, or related complication you have, or the symptoms of which you are aware;
2. 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;
3. Any condition for which you take prescribed medicine;
4. Any condition for which you have had surgery;
5. Any condition for which you see a medical specialist; or
6. Pregnancy. Refer to step 1 for outline of cover in the Product Disclosure Statement (Page 18)

The above definition applies to you, your Travelling Companion, a Relative or any other person.

You can view or download the Product Disclosure Statement to find a full definition of a 'Pre-existing Medical Conditions' on page 18.

• View Product Disclosure Statement

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Can my 'pre-existing medical condition' be covered by travel insurance?

If you are taking out a Comprehensive or an Australia Only policy, you can check if you have a pre-existing medical condition without the need to visit your doctor or supply a medical report - simply read through the 'Pre-existing medical Conditions' section in the Product Disclosure Statement or conduct a self-assessment as part of the online application. Certain pre-existing conditions are covered automatically at no additional cost, however this will be explained in detail as you go through the self-assessment process. If you have a pre-existing condition and you do not purchase the appropriate cover, we will not pay any claim arising from, relating to, or associated with, your condition. Note that we do not provide any cover for some pre-existing medical conditions.

If you are taking out a Budget or Frequent Traveller policy, we do not offer cover for pre-existing conditions except as described under Step 3 ? Medical conditions automatically covered.

• View Product Disclosure Statement
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Does travel insurance cover my luggage?

Yes, but we may refuse to pay a claim if you do not take all reasonable precautions to protect your luggage, which means ensuring that you do not leave it unsupervised and taking all necessary steps to avoid any loss or damage.

• View Product Disclosure Statement
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Why do Medibank Travel Insurance policies not cover medical expenses within Australia?

Medibank Travel Insurance policies do not cover medical costs incurred within Australia because this is not permitted by law and you are already entitled to treatment under Medicare and/or your private healthcare entitlement.

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Is Medibank Travel Insurance available to people over the age of 71?

Yes. Comprehensive Cover & Australia Only travel cover is available to travellers of all ages, however additional premiums apply to travellers 71 years and over and conditions apply for travellers aged 81 and over:

Travellers aged 71 years and over - the following additional premiums apply as at the date of certificate issue:

• Travellers aged 71-75 years: + 50% of single premium
• Travellers aged 76-80 years: + 100% of single premium
• Travellers 81 years and over: + 200% of single premium

Travellers aged 81 and over - are subject to the following conditions;

• $5,000 excess for all claims arising from, related to or associated with and Injury or Sickness.
• $50,000 maximum benefit limit for Section 1 (Cancellation Fees and Lost Deposits), Section 2 (Overseas Emergency Medical Assistance, Medical Evacuation or Funeral Expenses) and Section 3 (Overseas Emergency Medical and Hospital Expenses).
• No claim will be payable if you were travelling against the advice of a medical practitioner.

If you take out cover for a pre-existing medical condition, then an additional premium may also apply.

Budget and Frequent Traveller covers are not available for travellers aged 71 years and over.

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Am I covered by travel insurance if I work overseas?

Our travel insurance is designed for the leisure traveller and typically does not cover events linked to employment overseas. In most circumstances, if you suffer an injury on-the-job you may be entitled to seek compensation from your employer in the first instance.

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Which international 'region' do I select if I'm buying Comprehensive Travel Insurance?

We rate our regions in order of price from highest to lowest: Worldwide, Europe, Asia and Pacific. If you are travelling to the USA, Canada, Africa, South America or the Middle East, select Worldwide. When you buy a travel insurance policy for a specific region, you are also automatically covered for the lesser destinations e.g. a Worldwide travel insurance policy covers you for anywhere in the world; a Europe or Asia policy will also cover you for the Pacific.

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Can I take out a travel insurance policy if I am already overseas and currently have no travel cover?

No, our policies must be taken out 'pre-travel' and cover you from when you leave your home until you get back to Australia.

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Do I have to pay an excess if I make a claim under my travel insurance policy?

Our travel covers have a nil excess except for travellers 81 years and over. For travellers 81 years and over with international travel covers, a $5,000 excess applies for all claims arising from, related to or associated with an Injury or Sickness. A nil excess applies for all other types of claims.

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What happens after I fill out the online travel insurance application?

After you purchase a travel insurance policy online, you will immediately receive confirmation with a Certificate of Insurance - so you are covered right away.

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What happens if I have travel insurance and get sick whilst overseas?

If you have a medical problem whilst overseas, contact Mondial Assistance immediately on +61 7 3305 7499 (reverse charges) and our team will be able to help you. You can call this 24 hour hotline free of charge from anywhere around the world, 24 hours a day, 7 days a week, 365 days a year. For easy reference, this phone number and your policy number appear on your Certificate of Insurance.

Medibank Travel Insurance entitles you to medical assistance and cover for the costs of treatment whilst overseas. 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 Health Care Agreement (refer to your policy for details).

• How do I call the hotline from overseas?

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What happens if I have travel insurance and there is an emergency while I am travelling?

If you have an emergency whilst travelling, contact Mondial Assistance immediately on +61 7 3305 7499 (reverse charges) and our team will be able to help you deal with your emergency. You can call this 24 hour hotline free of charge from anywhere around the world, 24 hours a day, 7 days a week, 365 days a year. For easy reference, this phone number and your policy number appear on your Certificate of Insurance.

• How do I call the hotline from overseas?

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What happens if I have travel insurance and I'm injured overseas and evacuated?

If you are injured whilst overseas, contact Mondial Assistance immediately on +61 7 3305 7499 (reverse charges) and our team will be able to help you. You can call this 24 hour hotline free of charge from anywhere around the world, 24 hours a day, 7 days a week, 365 days a year. For easy reference, this phone number and your policy number appear on your Certificate of Insurance.

If you are evacuated, our liability ends upon safely repatriating you back to Australia, where you are assimilated into the Australian healthcare system.

• How do I call the hotline from overseas?

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Can I extend my travel insurance if am still overseas?

In certain circumstances you can extend your travel insurance if you are still overseas. However, we must receive your request at least 7 days before the original policy expires if you send your request by post. All other requests to extend cover must be received by us before the original policy expiry date. The extension is subject to approval and payment of the additional premium. We can extend a policy to a maximum of 12 months, however we may offer a further 12 month policy which allows 24 months cover when run consecutively.

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Can I get a refund on my travel insurance?

You can cancel your travel insurance policy and receive a refund in the first 14 days after you are issued with your Certificate of Insurance provided you have not started your journey and do not want to make a claim or exercise any other right under the policy. After this date, we are not able to refund any part of your premium if you cancel your policy or return home earlier than planned.

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What kind of documentation is required to process my travel insurance claim?

You may be asked to send us original documents, such as reports or receipts, and usually we need this supporting documentation to action a claim. Each type of travel insurance claim may have a different document required (e.g. a medical report, invoice, receipt, police report) so we will always advise you of any documents required on the claim form.

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What is the difference between the 'Certificate Number' and 'Policy Number' on the travel insurance claim form?

Both terms relate to the same number. If you are completing a form and it asks you for a 'Certificate Number' or 'Policy Number', simply write the policy number as listed on your Certificate of Insurance.

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Do I have to complete the medical certificate on the back of the travel insurance claim form?

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

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How am I assured of a fair decision when I make a travel insurance claim?

We proudly support the General Insurance Code of Practice. The purpose of the Code is to raise the standard of practice and service in the general insurance industry. If you are dissatisfied with our service in any way, contact us and we will attempt to resolve the matter in accordance with our Internal Dispute Resolution procedures. A dispute can also be referred to the Financial Ombudsman Service Limited (FOS). The FOS provides a free and independent dispute resolution service for consumers who have general insurance disputes falling within its terms.

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