Frequently asked questions

If you have to cancel your trip, please contact your travel provider in the first instance as many major airlines, hotels and tour companies have recently changed their cancellation policies and are providing travel credit or full refunds.

If your travel provider is not providing travel credit or refunds, you should refer to your Policy Disclosure Statement to check your level of cover and see if your policy can cover the non-refundable costs associated with your travel plans.

Unfortunately, you will not be covered for cancellation costs if you have a Medical Only Plan.

It’s important to note that cover for cancellation costs will only be provided if your policy was issued at a time when the circumstances causing you to amend or cancel your trip were unforeseeable. 

What do you mean by “at a time when the circumstances causing you to amend or cancel your trip were unforeseeable”?

On 23 January 2020, COVID-19 was widely reported in the media. This is an important date that impacts your travel insurance. 

If you purchased travel insurance before 23 January 2020

For China, you will be covered for cancelling/amending your travel for travel before 23 May 2020.

For any other country, if the country is not on the Australian Government’s DO NOT TRAVEL list, you will not be covered for cancelling/amending your travel.

For any other country, if the country is on the Australian Government’s DO NOT TRAVEL list, you will be covered for cancelling/amending if travelling before 1 April 2020.

If you purchased travel insurance after 23 January 2020

As COVID-19 was widely reported in the media and became a known event, this meant that the circumstances causing you to amend or cancel your trip as a result of COVID-19 were reasonably foreseeable

How this impacts you depends on a number of factors such as when you purchased your travel insurance, and where you were or are travelling to. The Australian Government’s announcement on 18 March 2020 to raise its travel advice to level 4: Do not travel overseas at this time, will also have an impact.

If you want further information please contact us on 1300 362 544.

If you were to travel to China after 23 May 2020 or to elsewhere in the world after 1 April 2020

Cover for cancellation and amendments will depend on a number of factors such as when you purchased your travel insurance, where you were or are travelling to. The Australian Government’s announcement on 18 March 2020 to raise its travel advice to level 4: Do not travel overseas at this time, will also have an impact.

If you want further information please contact us on 1300 362 544.

What if I have a Multi-Trip policy?

A Multi-Trip policy will take into account when the first part of your travel was booked.

Medibank Travel Insurance policies cover you for ‘Overseas Medical and Hospital Expenses’ as well as ‘Additional Expenses If You Become Sick’.

It is a condition of your policy however that you take all reasonable steps to prevent or minimise a claim. Therefore, you may not be covered if you travel to a destination listed on DFAT’s Do Not Travel advice. Claims will be assessed in accordance with your policy and will take into account when you purchased your policy, where you travel and the dates of your trip.

We expect customers to stay updated on the Australian Government’s travel advice and warnings which you can view on smartraveller.gov.au.

If you contract COVID-19 and are quarantined overseas

There is cover for your reasonable ‘Additional’ accommodation (room rate only) and transport expenses.

If you do not contract COVID-19 and are quarantined overseas

You will be covered for reasonable ‘Additional’ accommodation costs and transport expenses.

As this situation is constantly changing, we recommend you visit the Australian Department of Health for up-to-date information regarding COVID-19.

We are constantly monitoring the situation ourselves and will continue to provide updated information regarding travel insurance.

If you do plan to travel, please stay informed with travel advice via smarttraveller.gov.au.

We also encourage you to contact your own airline or accommodation or tour operator to check what they can provide under these circumstances. 

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.

You can get a quote and buy travel insurance online now, call us on 134 190 or visit one of our Medibank stores where one of our customer consultants will be pleased to assist you.

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 Australian Financial Complaints Authority (AFCA). AFCA provides a free and independent dispute resolution service for consumers who have general insurance disputes falling within its terms.

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 include cover for.
• 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 the Product Disclosure Statement to find a full definition of 'Existing Medical Conditions' and what we automatically cover.

Note: If you have an existing condition that does not fit the criteria under “Existing Medical Conditions we automatically include” 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.

Medibank Travel Insurance provides cover 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.

Yes, but you must 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 and a responsible transport provider if your items are lost or stolen whilst travelling with a Transport Provider. 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 Product Disclosure Statement.

If your claim relates to a medical condition(s), you need to have your regular doctor in Australia complete this section of the form.

Can I get travel insurance that covers my pregnancy?

Yes, you can purchase our travel insurance that will provide you with cover for 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;

·       you are having a multiple pregnancy (e.g. twins or triplets); 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 21.

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

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

Existing Medical Condition means a disease, illness, medical or dental condition or physical defect that at the Relevant Time meets any one of the following:

1. has required an emergency department visit, hospitalisation or day surgery procedure within the last two years;
2. requires:
   1. prescription medication from a qualified medical practitioner or dentist;
   2. regular review or check-ups;
   3. ongoing medication for treatment or risk factor control;
   4. consultation with a specialist;
3. has:
   1. been medically documented involving the brain, circulatory system, heart, kidneys, liver, respiratory system or cancer;
   2. required surgery involving the abdomen, back, joints or spine;
   3. shown symptoms or signs however, a medical opinion or investigation has not been sought to confirm or provide a diagnosis; or
4. is:
   1. chronic or ongoing (whether chronic or otherwise) and medically documented;
   2. under investigation;
   3. pending diagnosis; or
   4. pending test results.

‘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.

If You are unsure whether You have an Existing Medical Condition, please call 132 331 for assistance.

There are three categories of medical conditions:

1. conditions we automatically include.
2. conditions which cannot be covered.
3. 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

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.

Yes, you will receive a 15% discount off travel insurance rates for non-members.

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.

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.

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.

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 25 of the Product Disclosure Statement for details.

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