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 134 190 or email us directly with your query to medibank@travelinsurancepartners.com.au.

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

Why has Medibank’s Travel Insurance changed?

Medibank has changed its policy and pricing as of 01 March 2012. This was done because we want to provide a better service to our customers through better policy cover and better servicing. We believe we have achieved this by partnering with Travel Insurance Partners (TIP)

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Who are Travel Insurance Partners (TIP)

TIP are the issuers and administrators of our travel insurance policies. They do this as agents of the insurer Great Lakes Reinsurance (UK) PLC trading as 'Great Lakes Australia'. TIP also arrange the Emergency Assistance Services through their sister company Customer Care, as well as provide after sales and claims service.

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Am I still covered by my policy that expires after 01 March 2012

Yes, your existing policy is valid until expiry and will be honoured and serviced in the same manner as prior to 01 March 2012.

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Can I get a refund for my current policy and move to the new policy

All current refund rules apply, a customer can not have their policy cancelled and refunded outside their cooling off period. Annual Multi-trip customers will receive a letter prior to its expiry around what to do upon expiry.

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I am over 70 and have noticed my new policy has increased in cost. Why is this?

We are now able to provide wider cover and policy benefits to people over 70 than we could before. Because there are more benefits, the price has increased. Additionally because the number of claims, and dollar amount of these claims, made by people over 70 is statistically higher, the cost has increased in fairness to all policy holders.

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Why is it more expensive for me because I'm older? It's the same product so why do I have to pay more?

To ensure that the travel insurance product operates on a commercially sustainable basis, the insurer needs to assess a range of variables that are relevant to determining the price for each category of traveler. These variables include the full claims data history across age groups, destinations, categories of claim, etc. Assessing these variables gives an objective basis for a comprehensive and accurate risk assessment for any particular travel insurance policy that is offered. As is found across the insurance industry, an insured’s age can be a significant determinant in assessing their risk profile and so is a factor that is taken into account in setting premiums across the spectrum of travelers’ ages. By way of example this is the same principle that applies to an 18year old who believes that they are less likely to have a car accident. They still attract an increased premium for car insurance due to being in a younger age group with a higher risk profile.

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How do I take out a travel insurance policy?

You can get a quote and buy travel insurance online now, call us on 134 190 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 from anywhere around the world, 24 hours a day, 7 days a week, 365 days a year.

• Learn more about different travel plans
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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 an 'Existing Medical Condition (EMC)' for the purposes of travel insurance?

An Existing Medical Condition (or EMC) is:

1. Any physical defect, condition, illness or disease for which treatment, medication or advice (including investigation) has been received or prescribed by a medical or dental adviser in the 90 days prior to the Relevant Time; or
2. Any chronic or ongoing (whether chronic or otherwise) medical or dental condition, illness or disease medically documented prior to the Relevant Time.

   ‘Relevant Time’ in respect of:

   1. Single Trip policies means the time of issue of the policy.
   2. Annual Multi-Trip policies means the first time at which any part of the relevant trip is paid for or the time at which the policy is issued, whichever occurs last. The above definition applies to you, your Travelling Companion, a Relative or any other person.

There are three categories of medical conditions:

• conditions we automatically cover for FREE.
• conditions which cannot be covered.
• conditions we need to assess.

Please review each of these categories to determine which category applies to you.

You can view or download the Product Disclosure Statement to find a full definition of a 'Pre-existing Medical Conditions' on page 15.

• View Product Disclosure Statement

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Can I get travel insurance that covers my pregnancy?

Yes, you can purchase our travel insurance that will cover you up to your 26th week of pregnancy. However, please note the following important points:

1. If you are aware of the pregnancy at the time of issue of the policy, an online medical assessment must be completed if either of the following apply:
   • there have been complications with this or any previous pregnancy, or
   • the conception was medically assisted (including hormone therapies and IVF).
   You can complete an assessment by either visiting your nearest Medibank store, online at medibank.com.au/travel or by calling 134 190.
2. Cover is only provided for unexpected serious pregnancy complications which occur before the 26th week of pregnancy.
3. No cover is provided for childbirth or the health of a newborn child, irrespective of the stage of pregnancy at which the child is born.

Expectant mothers should therefore consider whether they travel and buy this policy, particularly if travelling beyond the 20th week of pregnancy.

You can view or download the Product Disclosure Statement to find full Details regarding pregnancy on page 17.

• 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 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 ‘Existing Medical Conditions' section in the Product Disclosure Statement or conduct a self-assessment as part of the online application process

There are three categories of medical conditions:

• conditions we automatically cover for FREE.
• conditions which cannot be covered.
• conditions we need to assess.

Please review each of these categories to determine which category applies to you.

You can view or download the Product Disclosure Statement to find a full definition of 'Existing Medical Conditions' and what we automatically cover for free on page 15.

Note: If you have an existing condition that does not fit the criteria under “conditions we automatically for free” and you do not apply for and purchase the appropriate cover, we will not pay any claim arising from, relating to, or associated with, your condition.

• 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.

Note that the loss or theft of luggage, personal effects, travel documents or money must be reported within 24 hours to the police or responsible transport provider and a written report must be obtained at the time.

Other terms and conditions and exclusions may also apply. For more information, please refer to the details on page 40 of the Product Disclosure Statement.

• 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 70?

Yes. Our intention is to cover as many people as possible. However policy prices may increase in line with your age and cover may be subject to medical assessment and trip duration limits.

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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?

Select the Area which you will spend the most time in. The following areas apply to the single and annual multi-trip policies

Single trip

• Area 1 – Worldwide including Americas/Africa (it is compulsory to select this option if more than 20% of Your time is spent in the Americas or Africa)
• Area 2 – Europe, Asia and the Middle East
• Area 3 – UK and South East Asia
• Area 4 – Indonesia, South West Pacific and NZ
• Area 5 – Australia

Note: For domestic cruising, please choose Area 4. For international cruising please choose area 1.

Annual Multi-Trip

• Area 1 – Worldwide including Americas/Africa (it is compulsory to select this option if more than 20% of Your time is spent in the Americas or Africa)
• Area 2 – Worldwide excluding the Americas and Africa
• Area 5 – Australia

When you buy a worldwide travel insurance policy you are automatically covered for travel anywhere in the world.

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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. For policy extensions please refer to “Can I extend my travel insurance if I am still overseas” in the FAQ below

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

Our overseas travel plans allow you to choose your excess. The higher the excess you choose, the lower the premium you pay. You can choose from:

• $Nil excess
• $100 excess
• $250 excess

Your excess will be shown on Your Certificate of Insurance.

Our Domestic Plans have a standard $50 excess.

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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 the 24hour Emergency Assistance team immediately on +61 (2) 8907 5672 or one of the following numbers and our team will be able to help you deal with your emergency.

• New Zealand - 0800 284 346
• UK - 0800 096 8821
• USA - 1 855 802 3392
• Canada - 1 855 802 3392

You can call the 24 hour hotline from anywhere around the world, 24 hours a day, 7 days a week. For easy reference, the phone number and your policy number can be entered on your Emergency Assistance Card and kept in your wallet.

Medibank Travel Insurance entitles you to medical assistance and cover for the costs of treatment whilst overseas subject to policy conditions. Refer to page 36 of the Product Disclosure Statement 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 Emergency Assistance immediately on +61 (2) 8907 5672 or one of the following numbers and our team will be able to help you deal with your emergency.

• New Zealand - 0800 284 346
• UK - 0800 096 8821
• USA - 1 855 802 3392
• Canada - 1 855 802 3392

You can call the 24 hour hotline from anywhere around the world, 24 hours a day, 7 days a week. For easy reference, the phone number and your policy number can be entered on your Emergency Assistance Card and kept in your wallet.

• How do I call the hotline from overseas?

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Can I extend my travel insurance if I am still overseas?

If you decide to extend your journey and wish to be insured for longer than the original period, you will need to purchase a new policy through us prior to the expiry date shown on your original Certificate of Insurance.

Note: It is a new policy, not an extension of your previous policy. Should a medical condition first present itself prior to the time of issue of the new policy, it may be considered an Existing Medical Condition under the new policy and therefore may not be covered by the new policy.

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Can I get a refund on my travel insurance?

You can cancel your travel insurance policy and receive a full refund in the first 15 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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• Make a claim

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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.

• Contact Us

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