Australia's Leading Health Insurance Provider | Medibank
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Frequently Asked Questions (FAQs)

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

Click on the one of the questions below to reveal the answer.

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.

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 about different Travel Plans

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

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:

  1. conditions we automatically cover for FREE.
  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

Download Product Disclosure Statement

Yes, our travel insurance will provide cover 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:
  2. there have been complications with this or any previous pregnancy, or
  3. the conception was medically assisted (including hormone therapies and IVF).
  4. You can complete an assessment by either visiting your nearest Medibank store, online at medibank.com.au/travel or by calling 134 190.
  5. Cover is only provided for unexpected serious pregnancy complications which occur before the 26th week of pregnancy.
  6. 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.

Download Product Disclosure Statement

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

Download Product Disclosure Statement

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.

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 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.

Download Product Disclosure Statement

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. 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.

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.

Select the country in which you will spend the most time. It is compulsory to select the Americas or Africa if more than 20% of your time is spent in the Americas or Africa.

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 the FAQ “Can I extend my travel insurance if I am still overseas” below

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.

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

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 39 of the Product Disclosure Statement for details.

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 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.

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

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.

Find the right travel insurance to suit you

Medibank Travel Insurance gives you leading hospital, accident and medical evacuation cover while you're travelling. We have International travel insurance, Domestic travel insurance or Annual Multi Trip if you travel more frequently.

Leading Travel Insurance with Medibank

Medibank Travel Insurance gives you leading hospital, accident and medical evacuation cover while you're travelling abroad. Plus with our Comprehensive plans, you'll be covered for a host of other travel scenarios.

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