+61 2 9225 7599
Monday to Friday, 8am to 9pm AEST – Saturday and Sunday, 9am to 6pm AEST

Travel Insurance FAQs

Find answers to the most popular questions about travel insurance in Australia.

Let’s face it, the topic of travel insurance can be complex. Whether you’ve never needed it before or you’ve purchased it and have questions, we are here to help. Browse our frequently asked questions for answers to your most pressing inquiries and topics you haven’t even thought of yet.

These FAQ's should be read in conjunction with the World2Cover Travel Insurance Combined Financial Services Guide and Product Disclosure Statement (PDS) available from World2Cover and attached here. You should consider the PDS before making a decision about whether to acquire or to continue to hold this insurance. All capitalised terms have corresponding meaning as set out in the policy terms and conditions, unless otherwise indicated.

World2Cover Travel Insurance is a tradename of Tokio Marine & Nichido Fire Insurance Co. Ltd. (Tokio Marine & Nichido) ABN 80 000 438 291, AFSL 246 548.

Any diagnosis of COVID-19 whether this be in Australia or overseas, must be made by a medical professional or government testing program. This would include diagnosis by Your local health authority or the relevant overseas health authority for the country You are travelling in.

We have outlined the most common scenarios that could be raised by our customers below. Please contact us if you have any questions or require any further information or clarification on cover. Customers always have a right to lodge a claim for consideration under their policy, which will be considered in line with policy terms and conditions and their individual circumstances.

Am I covered for medical expenses if I am diagnosed with COVID-19 during my trip?
  • Domestic – No medical expenses are covered in Australia as we are prevented from paying by reason of statutory legislation/government regulation.
  • International – Yes, Your reasonable overseas medical and hospital expenses are covered, unlimited and subject to full policy terms and conditions.
Am I covered for funeral and emergency expenses if I die from COVID-19 during my trip?
  • Domestic – No medical expenses are covered in Australia as we are prevented from paying by reason of statutory legislation/government regulation.
  • International – Yes, If You, Your Children or Grandchildren die while overseas, we will pay the reasonable cost incurred, up to $20,000, for either the funeral, cremation or the return of Your remains, subject to full policy terms and conditions.
What if I am diagnosed with COVID-19 on my trip and I need to quarantine or self-isolate are my emergency expenses covered?

Yes, You are covered up to the policy limit depending on the plan you have selected, subject to full policy terms and conditions.

Am I covered for COVID-19 if I am travelling on a multi-night international or Australian Cruise?
  • International – Yes, only if You select Yes to ‘Going on a cruise’. Please note that this is an optional extra that will be subject to an additional fee.
  • For Australian cruises, You will need to select Australian Cruises as a Destination, select Yes to 'Going on a cruise?', and this will fall under an International Policy. Please note that this is an optional extra that will be subject to an additional fee.
Am I covered for Cancellation Fees and Lost Deposits if I am diagnosed with COVID-19 and I need to cancel my trip?

Yes, You are covered up to the applicable limit depending on the plan you have chosen, subject to the full policy terms and conditions.

Am I covered for loss of enjoyment of my cruise or holiday, if I am required to isolate or quarantine due to COVID-19 whilst on my holiday?

No, all policies have a General Exclusion for any Consequential loss which includes loss of enjoyment and as such there is no cover for loss of enjoyment.

Am I covered if I need to quarantine or self-isolate once I enter a region/country based on the government or state regulations?

All policies have a General Exclusion relating to claims directly or indirectly arising from any government or public health authority mandatory quarantine or isolation order imposed on You related to border, region or territory travel in response to COVID-19. Please check with local government and public health authorities prior to Your departure.

We provide cover for river cruising and ocean cruising regardless of whether you are cruising overseas or within Australia. A number of options are available subject to the terms, conditions and exclusions.

Our definition of Cruise means an ocean voyage on a commercially operated vessel for more than one night. If you are travelling for only one night you will automatically be covered under the policy without selecting the Cruise Option.

For domestic travel it is important to understand that medical evacuation and medical costs are not covered as medical costs are covered by Medicare, whilst any additional costs relating medical evacuations will need to be covered by you.
An extra premium is payable for the Cruise cover option.

  1. River Cruising – International or Domestic

    Cover for river cruising is automatically included in your cover and there is no need to select the Cruise Option.

    For international river cruising, medical evacuation and medical costs will be covered subject to the policy terms and conditions.

  2. Open water sailing – International or Domestic

    Please note there is an exclusion on any Open Water Sailing which means sailing more than 12 nautical miles from any landmass. This applies to a sailing vessel using either a motor and/or wind as its means of propulsion and for these types of vessels no cover can be provided unless the vessel stays within 12 nautical miles of any landmass. For example, a customer wishing to sail in a commercially operated sailing vessel along the coast of Croatia or The Whitsundays and always staying within 12 nautical miles of any landmass is automatically included in your cover and there is no need to select the Cruise option.

  3. Going on an Ocean Cruise – International

    Our definition of Cruise means an ocean voyage on a commercially operated vessel for more than one night. If you are travelling for only one night you will automatically be covered under the policy without selecting the Cruise Option.
    Medical evacuation and medical costs will be covered with all ocean cruising subject to the policy terms and conditions.
    If you are going on an international ocean cruise, you will be covered for this travel by selecting the Cruise Option and adding all countries and regions being visited to the destination list when quoting for a policy.
    There are currently no restrictions on the size of the vessel or on the medical facilities required onboard.

Going on an Australian Cruise
  1. Cruising to Australia plus international ports

    Many cruises depart Australian ports to visit other Australian ports and then international ports of destination. For example, Sydney, Brisbane plus countries in the South Pacific. For these types of cruises, please select Australian Cruise and add all countries and/or regions being visited in the destination list when quoting for a policy - this will ensure you have cover for any medical evacuation and medical costs while overseas or onboard but please note, any medical treatment received in Australia is not covered given this is excluded and provided by Medicare.

  2. Cruising to Australian ports or offshore islands with medical facilities and medical providers onboard and commercially operated

    Many cruises depart from Australian ports to visit major city or regional ports, for example cruising from Sydney to Brisbane or cruising in the Kimberly region.
    If your cruise has medical facilities and doctors onboard, and meets the definition of Cruise, please select Australian Cruise while quoting for a policy. This will ensure you have cover for any medical evacuation and medical costs while onboard, as some medical providers are not registered with Medicare.

  3. Cruising to Australian ports or offshore islands with NO medical facilities and medical providers onboard or chartered for self-operation

    Many cruises depart from Australian ports to visit major city or regional ports, for example cruising from Sydney to Brisbane or cruising in the Kimberly region. You may also charter a cruise, boat or yacht yourself for self-operation including a fishing trip.
    If these cruises have no medical facilities and staff or are chartered for self-operation, please select Australia – Domestic cover, while quoting for a policy.

When you select a region of travel, the insurer covers all the countries included within that region, aside for countries and areas of travel which are the subject of a “Do Not Travel“ advisory issued by DFAT (check www.smarttraveller.gov.au) prior to or after you purchasing your policy. For simplicity, your Certificate of Insurance lists the region name rather than each country individually.

To help you understand exactly where you're covered, we've provided a detailed list of countries grouped by region.

AfricaAsia (excluding Indonesia/Bali)DomesticEurope (excluding UK)Middle EastPacific (excluding New Zealand) The Americas (North, Central and South America) UK
AlgeriaBangladeshAustraliaBosnia & HerzegovinaAfghanistanAmerican SamoaAnguillaEngland
AngolaBruneiLord Howe IslandHerzegovinaBahrainAustralian CruisesArubaNorthern Ireland
BeninBhutanNorfolk IslandBelarusIranCocos IslandNetherlands AntillesScotland
BotswanaButanSwitzerlandIraqCook IslandsArgentinaWales
Burkina FasoChinaCyprusIsraelChristmas IslandAntarctica
BurundiHong KongCzech RepublicJordanFijiAntigua And Barbuda
CameroonIndiaGermanyKuwaitMicronesiaBahamas
Canary IslandsJapanDenmarkLebanonKiribatiBelize
Cape VerdeCambodiaSpainLesothoNew CaledoniaBermuda
Central African RepublicSouth KoreaEstoniaLiberiaNiueBolivia
ChadLaosFinlandLibyaNauruBrazil
ComorosSri LankaFranceOmanPitcairn IslandsBarbados
Côte D’IvoireMacauFaroe IslandsQatarPalauBritish Virgin Islands
Democratic Republic of The CongoMaldivesGeorgiaSaudi ArabiaPapua New GuineaCanada
DjiboutiMyanmarGibraltarSyriaPNGChile
EgyptBurmaGreeceUnited Arab EmiratesTahitiColombia
Equatorial GuineaMongoliaGreenlandYemenSolomon IslandsCosta Rica
EritreaMalaysiaHollandTimor-LesteCuba
EswatiniNepalCroatiaEast TimorCuracao
EthiopiaPakistanHungaryTongaCayman Islands
GabonPhilippinesIsle Of ManTuvaluDominica
GambiaNorth KoreaIrelandVanuatuDominican Republic
GhanaSingaporeRepublic Of IrelandWallis And FutunaEcuador
GuineaThailandIcelandSamoaGalapagos Island
Guinea-BissauTaiwanItalyFalkland Island
Ivory CoastVietnamKazakhstanGuadeloupe
KenyaKyrgyzstanGrenada
MadagascarLiechtensteinGuatemala
MalawiLithuaniaFrench Guiana
MaliLuxembourgGuam
MauritaniaLatviaGuyana
MauritiusMonacoHonduras
MoritaniaMoldovaHaiti
MoroccoMacedoniaJamaica
MozambiqueMaltaSaint Kitts And Nevis
NamibiaMontenegroSaint Lucia
NigerNetherlandsMexico
NigeriaNorwayMarshall Islands
Reunion IslandsPolandN Mariana Islands
RwandaPortugalMontserrat
Sao Tome And PrincipeRomaniaMartinique
SenegalRussiaNicaragua
SeychellesSan MarinoPanama
Sierra LeoneSerbiaPeru
SomaliaSlovakiaPuerto Rico
South AfricaSloveniaParaguay
South SudanSwedenEl Salvador
SudanTajikistanSuriname
TanzaniaTurkmenistanSt Maarten
TogoTurkeySt Vincent
TunisiaUkraineTrinidad And Tobago
UgandaUzbekistanTurks and Caicos Islands
ZambiaVatican CityUruguay
ZimbabweKosovoUnited States of America
USA
Venezuela

Refunds for travel insurance policies impacted by COVID-19

These FAQs are for customers who have received an email in relation to a travel insurance policy for travel between 31/01/2020 and 31/10/2021 dates only. If you have not received an email and are wishing to enquire about a refund or any other aspect of your policy, please see our general FAQs or contact us on 02 9225 7599.

Why did I receive this email?

The COVID-19 pandemic caused widespread disruption to domestic and international travel. This included border closures and Do Not Travel directives from governments that prevented travellers from embarking on trips they had planned. These disruptions could have meant that you did not require coverage under the travel insurance policy you purchased for part or all of your travel.

Customers who purchased a travel insurance product distributed by World2Cover but were unable to travel due to a travel ban imposed by the Australian Government or border closures by State or Territory Governments, may be eligible for a full or partial refund of their premium. This is in line with expectations issued by the Australian Securities and Investments Commission (ASIC).

World2Cover and Tokio Marine encourage all customers who purchased a travel policy that included coverage during a travel ban period and may not have received the benefit of the policy, to check their eligibility for a premium refund.

Who is Tokio Marine and why are they involved in this process?

World2Cover Travel insurance is issued by Tokio Marine & Nichido Fire Insurance Co. Ltd (Tokio Marine) ABN 80 000 438 291, AFSL 246548

Tokio Marine underwrites World2Cover Travel Insurance and provides the global emergency assistance and claims handling services offered in our policies and as detailed in the accompanying PDS. Tokio Marine will be managing the refunds process in their system and processing any refunds to World2Cover customers.

Am I eligible for a refund?

To find out if you are eligible for a refund:

  1. Click the link in the email you were sent to take you to the fully secured refund calculation portal where you will be prompted to complete an identification check.
  2. Answer a series of questions to determine if you are eligible for a refund; and
  3. If you are eligible for any kind of refund, you will be advised on the portal and requested to provide your bank details so that payment can be processed (you will need your BSB and Account Number) within 3-6 weeks.
Frequently Asked Questions
Q: How do I know if I am eligible?
A: This offer is only available if you purchased a World2Cover Travel Insurance product underwritten by Tokio Marine (World2Cover Travel Insurance Policy) and were unable to travel due to your travel dates falling into the international ‘do not travel ban’ period, issued by the Australian government, or for domestic border closures imposed by state or territory governments.
Q: What if I have travelled?
A: If you have not been prevented from travelling due to an Australian government issued travel ban, you will not be entitled to a refund as you would have had the benefit of the travel policy, subject to terms and conditions.
Q: I already made a claim and have been successful, can I still apply for a refund?
A: If you have made a claim under your World2Cover Travel Insurance Policy and have been successful, you will not be entitled to a refund.
Q: What if I need to make a claim under the Policy?
A: If you intend to make a claim under your World2Cover Travel Insurance Policy, you will not be entitled to a refund unless it is determined that your policy was not effective on the basis of the travel ban. In other words, if you have a claim made on a valid policy in operation, you should not apply for a premium refund as you had the benefit of the policy.
Q: How is my refund calculated?
A: The amount of your refund will be calculated based on the duration for which you did not have the benefit of your World2Cover Travel Insurance Policy via the eligibility question set. If you have any queries or concerns with your assessment, please email us at [email protected] we will forward your questions to Tokio Marine for response.
Q: How long will the refund take?
A: Payments will be processed within 3-6 weeks where possible of you completing the refund request and will be deposited into your nominated bank account. Your bank statement will show the deposit from Tokio Marine.
Q: I still have questions, who can I contact?
A: If you still have questions, please contact our team by emailing [email protected] and we will reply as quickly as possible.

How do I know if my insurance policies are eligible for a refund?

If you are eligible for a refund, we will contact you on the contact details you supplied when you purchased your policy.

What if my contact details have changed since I purchased my policy?

Please contact our Customer Services Team at + 61 2 9225 7599 during 9am - 5pm AEST and provide them with your updated contact details. If you are eligible, you will receive an email with the link to the secure portal to your new email address.

Why is W2Cover issuing a refund?

The terms of the discount during the promotional period up until April 2023 lacked clarity for those policies purchased which included a second adult traveler with a medical premium loading. Part of the premium is being refunded to ensure that affected customers receive the discount that they may have understood applied.

How is my refund calculated?

If eligible, you will be refunded the portion of premium you paid, reflecting the discount that you may have understood to have applied, plus interest. This will be set out in our letter we send you.

Who is the insurer and why are they involved in this refund process?

Tokio Marine & Nichido Fire Insurance Co., Ltd (Tokio Marine & Nichido) ABN 80 000 438 291, AFSL 246548 is the insurer and issuer of World2Cover travel insurance product and owns the ‘World2Cover’ brand. The insurer has conducted a review of any pricing or discount promises made in relation to its products. As a result, where applicable, they have undertaken a ‘Pricing Promises remediation’ and is issuing a refund to the eligible customers, to make things right for its customers, and to ensure it provides financial services efficiently, honestly and fairly according to the relevant laws and regulations. The insurer will be managing the refunds process in their system.

How long will it take to receive the refund?

We aim to process your refund payment into your nominated account within 30 days of you completing the online refund form, using the secure link provided.

Is it secure to provide bank account details requested in the email from W2Cover?

For your security you will be provide with a secure link to access the online refund form. The Customer Services Team will not be able to take your bank account details over the phone or via email and you will be required to enter your account details within this secure portal, using the secure link, to the online refund form sent in your email. Only those details provided in this online refund form will be used.

What if I have submitted incorrect bank account details on my secure refund form?

Please contact our Customer Services Team as soon as possible on + 61 2 9225 7599 during 9am - 5pm AEST and advise them of this error.

I still have questions, who can I contact?

Please contact our Customer Services Team at + 61 2 9225 7599 during 8am – 9pm Mon – Fri, 9am – 6pm Sat & Sun AEDT

Travel insurance helps protect you from the financial burden of unforeseen circumstances that occur from the moment you purchase your policy up to the point you come back home and of course while travelling overseas or domestically. Travel insurance can provide cover for unexpected expenses of a wide range of unforeseen, unintended, and unexpected incidents or injury caused by an identifiable external event on your trip.

For instance, travel insurance may cover you for cancellation fees and lost deposits# related to illness and accidents, as well as unforeseen circumstances beyond your control such as cancelled flights due to cyclones#. You could also be reimbursed for travel agent’s cancellation charges or your lost frequent flyer points~.

At World2Cover, we want to ensure we can help during these events and make your holiday as stress-free as possible, particularly when you are overseas.

For example, our team will help you in an overseas emergency medical situation by keeping you in touch with your family and colleagues. We can also help you locate embassies and consulates around the world for other overseas emergency situations.

To find out more about the benefits of travel insurance, visit the Department of Foreign Affairs and Trade website.

For full details, including the terms, conditions, limits and exclusion that apply please read the World2Cover Product Disclosure Statement.

# terms and conditions, exclusions, limits and sub-limits apply
~ Policy criteria and conditions apply

Travel insurance can provide you with added peace of mind when you are travelling. Some of the benefits provided by World2Cover travel insurance are:

  • Overseas medical and hospital expenses – $unlimited** cover for medical and hospital costs due to an injury which occurred during your trip
  • Cancellation fees and lost deposits# – the cost of pre-paid travel and accommodation arrangements when your travel is cancelled or cut short due to events beyond your control and covered by your policy.
  • Luggage# and personal money – repair costs of damaged items, as well as replacing or reimbursing your belongings (including cash) if they are lost, stolen or damaged (sub-limits and conditions apply).
  • Travel delay# – additional accommodation, meal, and travel expenses if your scheduled transport is delayed for at least 6 hours outside your control (policy conditions limit and sub limits applied).

Please refer to the table of benefits in the Product Disclosure Statement for further details, including the terms, conditions, limits and exclusions that apply.

All World2Cover overseas policy options provide worldwide emergency medical assistance 24-hour/7 days a week, and $unlimited** overseas medical expenses (conditions, sub-limits and exclusions apply). We offer several policy options with varying benefits and limits for international travel and a policy for domestic travel including rental car excess# cover.

When travelling with your dependant children, grandchildren, step-children and foster children, we cover them at no additional cost (unless they have a declared existing medical condition), provided they are travelling with you 100% of the time, are up to the age of 19, are financially dependent on their parents, are not working full time, and do not require a medical assessment.

We offer levels of cover that each come with their own set of benefits. For example, if you choose to purchase the Top Cover plan, domestic pets^# are also covered under your policy~. With certain restrictions∆, top cover travel insurance covers up to $650 if your pet suffers an injury during your journey and requires veterinary treatment (provided that at the time of injury your pet was in the care of a relative, friend or boarding kennel or cattery. Yes, that means your furry little friend is protected as well.

** $unlimited means that generally there is no cap on the maximum dollar amount which may be paid out of this benefit, subject to the specific terms and conditions, sub-limits and exclusion apply to this benefit. This benefit covers reasonable overseas medical and hospital costs as a result of an injury (including arising from a terrorist act) or illness occurring which first shows itself during your period of insurance. Benefits may be paid up to 12 months from the time you received treatment for the injury or illness, but only for reasonable expenses incurred during that time. All medical treatments must be provided by your treating doctor or our consulting medical officer. You must notify us as soon as practicable of your admittance to hospital.
^ This cover is per policy
~ Policy criteria and conditions apply
# terms and conditions, exclusions, limits and sub-limits apply
∆ We will not cover you for Any boarding kennel or cattery fees incurred outside of Australia, any pets located outside of Australia and all General Exclusions apply, please refer to our Product Disclosure Statement

World2Cover travel insurance does not cover every event and circumstance and there may also be limits to those we do cover. We have listed exclusions that apply to all our travel insurance options in either the specific section and/or the General Exclusion section of our Product Disclosure Statement.

There is a Benefits table for each of the specific levels of cover as well as for the policy options and add-ons.

For the full list of exclusions and the benefit limits and sublimits, please read the Product Disclosure Statement.

World2Cover Travel Insurance is issued by Tokio Marine & Nichido Fire Insurance Co., Ltd. (Tokio Marine & Nichido), ABN 80 000 438 291, AFSL 246548, which is the insurer and issuer of the policy and PDS. We also have an APRA authorisation to conduct general insurance business in Australia.

Our managing agent and authorised representative (no.1313066) Tokio Marine Management Australia Pty Ltd, ABN 69 001 488 455 (TMMA), is authorised under a binder and managing agent agreement to act on our behalf to arrange our policies and handle and settle claims in relation to those policies, subject to the terms of the authority.

As well as travel insurance, Tokio Marine & Nichido also works with the general insurance market through insurance brokers and provide insurance for commercial and corporate businesses in Australia since 1963. Tokio Marine & Nichido was founded in 1879 in Japan, operates in multiple countries and employees thousands of people worldwide.

Our Australian Head Office is based in Sydney as is our Call Centre, Sales and Claims department. World2Cover is an awarded travel insurance provider by Canstar in 2022 and from 2016 to 2019 for Outstanding Value International Travel Insurance and by Mozo for Travel Insurance of the Year in 2018 and 2019.

For all customer service enquiries including existing medical assessments you can easily go on our website world2cover.com.au or call us on 02 9225 7599 - Our hours are 8am to 9pm Monday to Friday & 9am to 6pm Saturday and Sunday.

Cover is available for up to 110 years of age for Single Trip policies and up to 75 years of age for the Annual Multi-Trip policy provided:

  • You are an Australian citizen or permanent resident of Australia; or
  • You hold a current Australian visa - but not a tourist, study or working holiday visa, that will remain valid beyond the period of your return from your trip, as well as hold a return ticket, a valid Australian Medicare card and have a primary place of residence in Australia; and
  • you purchase your policy before you begin your trip;
  • for international cover your trip begins and ends in Australia, and for domestic cover your trip must be wholly within Australia.

This is an online set of medical questions (assessment) which you will need to complete if you wish to apply for travel insurance but have Existing Medical Conditions which are not automatically covered under the policy. You can complete this as part of your travel insurance quote at www.world2cover.com.au or call 02 9225 7599 Monday to Friday 8am-9pm and Saturday & Sunday 9am-6pm for additional assistance. Upon completion of this assessment we will inform you if the Existing Medical Condition is covered and any additional premium payable.

An Existing Medical Condition means any medical or physical condition, disorder, disease, disability or illness, including any Mental Illness, which You at the Relevant Time, were aware of, or a reasonable person in the circumstances could be expected to have been aware of, and the Relevant Time:

  1. is chronic, ongoing, terminal, or has affected or involved one or more of the following:
    1. heart, circulatory system, lungs or respiratory system, brain, kidneys, liver, or cancer;
    2. surgery involving the back, neck, joints, or abdomen; or
  2. In the last 24 months had:
    1. presented symptoms which would have caused an ordinarily prudent person to seek medical opinion or treatment;
    2. become exacerbated or complicated; or
    3. been diagnosed, treated or treatment was recommended by a Treating Doctor.

This definition applies to You, Your Travelling Companion, a relative or any other person. If you would like more information in relation to Existing Medical Conditions, please read the PDS or call 02 9225 7599.

Capitalised terms used above are defined in the PDS which can be viewed here.

This section outlines those Existing Medical Conditions automatically included, where You, at the Relevant Time:

  • have not required hospitalisation or treatment (where treatment does not include an annual or routine medical check-up, blood testing or a visit to a medical practitioner to obtain a regular prescription) by any Treating Doctor within the last 24 months (unless a different time-period is specifically listed in the list below) for the Existing Medical Condition;
  • are not awaiting the outcome of any investigation, tests, surgery or other treatment for the Existing Medical Condition; and
  • meet any additional criteria set out in the Existing Medical Conditions we automatically cover list below.

Please also read the “General Exclusions” section of the PDS which can be viewed here.

If the criteria above are satisfied, cover is automatically included for the following Existing Medical Conditions:

  1. Acne
  2. Allergies limited to Rhinitis, Chronic Sinusitis, Eczema, Food Intolerance, Hay Fever, however this excludes any Anaphylaxis as part of any such condition
  3. Asthma providing You:
    1. have no other lung disease; and
    2. are less than 60 years of age at the time You purchased the policy
  4. Bell’s Palsy
  5. Benign Positional Vertigo
  6. Bunions
  7. Carpal Tunnel Syndrome
  8. Cataracts
  9. Coeliac Disease
  10. Congenital Blindness
  11. Congenital Deafness
  12. Diabetes Mellitus (Type 1) providing You:
    1. were diagnosed over 24 months ago; and
    2. have no eye, kidney, nerve or vascular complications; and
    3. do not also suffer from a known cardiovascular disease, Hypertension or Hypercholesterolaemia; and
    4. are under 50 years of age at the date of policy purchase
  13. Diabetes Mellitus (Type 2) providing You:
    1. were diagnosed over 24 months ago; and
    2. have no eye, kidney, nerve or vascular complications; and
    3. do not also suffer from a known cardiovascular disease, Hypertension or Hypercholesterolaemia; and
    4. are under 50 years of age at the date of policy purchase
  14. Dry Eye Syndrome
  15. Epilepsy providing:
    1. there has been no change to Your medication regime in the past 24 months and
    2. You are on no more than one anticonvulsant medication
  16. Gastric Reflux
  17. Gastric/Peptic Ulcer
  18. Glaucoma
  19. Gout
  20. Graves’ Disease
  21. Hiatus Hernia
  22. Hip/Knee replacement if performed more than 24 months ago but less than 10 years ago
  23. Hypercholesterolaemia (High Cholesterol) providing You do not also suffer from a known cardiovascular disease and/or Diabetes
  24. Hyperlipidaemia (High Blood Lipids) providing You do not also suffer from a known cardiovascular disease and/or Diabetes
  25. Hypertension (High Blood Pressure) providing You do not also suffer from a known cardiovascular disease and/or Diabetes
  26. Hypothyroidism, including Hashimoto’s Disease
  27. Incontinence
  28. Insulin Resistance
  29. Macular Degeneration
  30. Meniere’s Disease
  31. Migraine
  32. Nocturnal Cramps
  33. Plantar Fasciitis
  34. Raynaud’s Disease
  35. Sleep Apnoea
  36. Solar Keratosis
  37. Trigeminal Neuralgia
  38. Trigger Finger

If your existing medical condition meets the automatically covered conditions criteria, there is nothing further you need to do in order to be covered for that condition.

If your existing medical condition does not meet the automatically covered conditions criteria, and you want cover for this, you must complete a medical assessment to assess whether we can accept this risk and what, if any additional premium is payable by you, to have that condition specified on your policy.

Please also read the “General Exclusions” section of the PDS which can be viewed here.

If you have a condition that is on the list of existing medical conditions we automatically cover and you meet the criteria for the condition, we do not consider 'treatment' to include things such as an annual or routine check-up with your medical practitioner, blood testing or a visit to a medical practitioner to obtain a regular prescription.

Treatment is therefore anything that falls outside of these things or where there has been a deterioration in your condition or a requirement for any further investigation.

Please refer to any specific criteria for coverage for an automatically covered existing condition and ensure you meet all of these to obtain cover.

If You have an Existing Medical Condition that is not automatically covered above and You want cover for this Existing Medical Condition, You will need to complete Our online medical assessment so that We can assess whether:

  1. We can cover the Existing Medical Condition – in which case additional Premium may be payable and the Existing Medical Condition will be listed on Your Certificate of Insurance; or
  2. We can’t cover the Existing Medical Condition – in which case, the Existing Medical Condition that has not been accepted will be listed on Your Certificate of Insurance.

You will need to complete an online medical assessment. You can complete this as part of Your travel insurance quote at www.world2cover.com.au or call (02) 9225 7599 for additional assistance.

Please also read the General Exclusions which apply in addition to any limitations set out above.

Our policies provide cover for pregnancy in limited circumstances.

What is covered

Cover is included automatically up to the end of the 25th week of pregnancy for:

  1. Single non-complicated pregnancies;
  2. unexpected pregnancy complications; and
  3. childbirth which was accelerated by accidental injury in limited circumstances.

Please see further information below.

You will need to apply for cover if at the Relevant Time, You know You are pregnant and are aware of, or a reasonable person in the circumstances could be expected to have been aware of, any of the following:

  1. there have been complications with this or a previous pregnancy,
  2. You are expecting a multiple pregnancy (such as triplets or twins), or
  3. You have an Existing Medical Condition which could have an adverse impact on Your health.

Pregnancy Complications

Pregnancy complications are considered Existing Medical Conditions and need to be disclosed and assessed if You want cover for these conditions whilst on Your Trip. Pregnancy complications include those that occur during pregnancy or may be caused by Existing Medical Conditions that already existed prior to the pregnancy, such as previous high risk of miscarriage, gestational diabetes, hyperemesis (severe morning sickness) or pre-eclampsia. Please refer to the Existing Medical Conditions We need to assess section above.

What is not covered

There is no cover for:

  • pregnancy complications occurring from the 26th week of gestation , or as described in the section above (Pregnancy Complications) unless such complications are specifically accepted by Us and noted on Your Certificate of Insurance;
  • pregnancy complications within the first 48 hours of the policy purchase, unless the Trip is booked at the same time of the policy purchase;
  • childbirth at any stage of the pregnancy, other than as a result of an Accident occurring prior to the end of the 25th week of Your pregnancy which causes You to give birth prematurely;
  • the health or care of a newborn child, irrespective of the stage of pregnancy when the child is born; or
  • regular antenatal care.

We recommend that You contact Your Treating Doctor and obtain written confirmation that You are fit to travel before commencing Your planned Trip. Please see the Changes in Your health section below, which outlines conditions to Our cover.

If You are unsure whether You need to complete a medical assessment for Your pregnancy, please call 02 9225 7599 for additional assistance.

Please refer to ‘General Exclusions’ in the PDS which apply to all sections of cover.

If You become aware of a change in Your health before You start Your Trip, You will need to advise Us prior to starting Your Trip or You may not be covered for that new or changed condition.

We will assess the change in Your health to determine if We can offer You cover for this condition and on what terms.

If We consider the change in Your health no longer meets Our risk criteria, We will advise You of this decision to decline or withdraw cover and issue You with an updated Certificate of Insurance.

If We withdraw or decline cover and You decide to cancel Your Trip as a result, cover is available under ‘Section 1 Cancellation Fees and Lost Deposits’. If You do not claim and want to alternatively cancel Your policy prior to starting Your Trip as a result of this decision, We will refund Your premium in full, even if this is outside the cooling off period.

It is important that You advise Us of any change in Your health so We can assess if We can continue to cover You for these changes.

If You do not tell Us about a change in Your health, You may not be covered if You suffer a loss because of that condition.

Tell us about changes to existing conditions - we may still be able to cover you

John purchased a policy for his trip to Bali 3 months prior to his departure date and was automatically covered for his epilepsy condition because there had been no change to his medication for over 2 years and he was currently only prescribed one anticonvulsant medication.

Over the next 2 months, John unfortunately experienced seizures. His neurologist advised John to change his medication and add a second anticonvulsant to his daily medication.

As John’s medical condition had changed, he needed to advise us and complete a medical assessment so we could determine if we could continue to cover him for this condition during his trip and, if so, to calculate any additional premium payable.

John contacted us, completed our assessment and was provided cover for his epilepsy under the policy with payment of an additional premium.

We can't cover all changes to existing conditions - you may still be covered for cancellation costs or eligible for a full refund

Jane purchased a policy for her trip to the USA 6 months prior to her departure date and declared she was receiving counselling for anxiety. After completing our online medical assessment, we agreed to cover Jane for her anxiety for an additional premium.

Three months before her trip, Jane experienced an anxiety episode that required her to be hospitalised for an extended period and placed on medication. Jane advised us of this change in her medical condition and completed our medical assessment.

Unfortunately, based on our assessment, we were no longer able to offer to provide cover to Jane for her anxiety condition during her trip. Jane decided to cancel her trip. She could have made a claim for cancellation costs but she was able to get a full refund from her travel agent, so she asked us to cancel her policy and, because she hadn't made any claims, we gave her a full refund.

Please also read the “General Exclusions” section of the PDS which can be viewed here.

Your Dependants such as children, grandchildren, step-children and foster children are covered at no extra cost if they have not disclosed a medical condition and they meet the following criteria:

  • aged 19 years or younger at the time You buy Your policy;
  • financially dependent on their parents or grandparents and not working full time;
  • travelling with You for Your entire Trip;
  • listed on the Certificate of Insurance as Your Dependant; and
  • whilst on Your Trip, is dependent on an Adult listed on Your Certificate of Insurance.

If they meet the above criteria and you choose our Ski and Winter Sports option or our Cruise option, they’ll be covered for this as well. If you have omitted to list them, please contact us as soon as possible on 02 9225 7599, Mon-Fri 8am to 9pm, Saturday to Sunday 9am to 6pm or email us at [email protected].

Unless the benefits table show the sum insured per person, the limit payable for your dependants is included in the total combined sum insured for each listed adult. For example, if an adult has Top cover on a single policy and a claim is made under Section 13 Travel Delay, the maximum amount that may be paid for one adult and their dependant’s combined is $3,000, while a policy with two adults listed with their dependants would have a total combined limit of $6,000. Please note there are other sections of the policy whereby the limits are itemised per person which includes dependant’s individually e.g. funeral expenses in section 2G. Please refer to the Product Disclosure Statement for further details.

Dependant children will be covered for no additional charge if they meet the following criteria:

  • aged 19 years or younger at the time You buy Your policy;
  • financially dependant on their parents or grandparents and not working full time;
  • travelling with You for Your entire Trip;
  • listed on the Certificate of Insurance as Your Dependant; and
  • whilst on Your Trip, is dependant on an Adult listed on Your Certificate of Insurance.

A dependant can be a child of any Adult listed on Your certificate of Insurance.

The limit for any benefit payable for dependants is included in the insured adult's sum insured. For example, if an adult has Top cover on a single policy and a claim is made under Section 13 Travel Delay, the maximum amount that may be paid for 1 adult and their children combined is $3,000. Please note there are other sections of the policy whereby the limits are itemised per person which includes dependants individually e.g. Funeral expenses in section 2G. Please refer to the Product Disclosure Statement for further details.

Yes, to confirm that cover is available, you should list all countries and/or regions you are travelling to, aside from countries and/or regions with less than a 24-hour stopover. Also check www.smarttraveller.gov.au as the insurer does not provide cover for any country or region which is the subject of a “Do Not Travel“ advisory issued by DFAT prior to or after you purchasing your policy.

When you buy your policy, we will email your policy documents to you. Your documents include your Certificate of Insurance and your World2Cover Travel Insurance Combined Financial Services Guide and Product Disclosure Statement. It’s a good idea to carry a copy of your policy documents with you when you travel. It is also a good idea to keep them in your email inbox so you can access them if you need to.

Depending on the level of cover selected, cover commences from the date of purchase for the following benefits (if available): Section 1: Cancellation Fees and Lost deposits and Section 10 Financial Default . All other benefits commence on the date your trip commences, as stated on your certificate of insurance.

Please contact us on 02 9225 7599, Mon-Fri 8m to 9pm, Saturday to Sunday 9am to 6pm as soon as you realise the error so that we can review and arrange the amendments where possible. You can also advise us by email at [email protected] with full details of the error and the correct details as per your policy number.

Please refer to the Refunds Notice page for the available cancellation options.

You can extend your policy under certain conditions.

We will extend the term of Your cover for no additional cost if any delay is due to a reason which is covered under Your policy with specific details outlined in the PDS.

For other reasons you can apply to extend your Single Trip Policy by phoning us on 02 9225 7599 or sending an email to [email protected] as soon as practicable prior to your original policy expiry date. Extension of cover needs our written approval and you will need to pay any applicable extra premium, if we agree to extend cover. We will issue a new Certificate of Insurance. The period of insurance on your new Certificate of Insurance combined with your previous period of insurance, cannot be longer than a combined maximum period of 12 months. Applications to extend cover are subject to additional conditions – please refer the Product Disclosure Statement for further details.

You cannot extend your cover:

  • For any existing medical conditions, unless they are listed in the PDS and you haven’t been hospitalised (including Day Surgery or Emergency attendance) in the past 12 months; or unless declared, accepted and You have paid the appropriate Premium; or
  • For any condition you suffered during the term of your original policy; and
  • Where you have not advised us of any circumstances that has given (or may give) rise to a claim under your original Policy; or
  • Under our Annual Multi-Trip plan

If you make a claim you may be required to pay an excess. An excess is an agreed dollar amount that is subtracted from each and every Insured Event. – see the definitions of ‘Excess’ and ‘Insured Event’ in the PDS for more information. Our standard excess is $200. If you purchase the International Single Trip Top or Essential cover, the Annual Multi-Trip or Domestic Cover policy you can reduced the excess to $100 or $0, for an increased premium at the time of purchase. If you purchase the International Single Trip Basics cover, you can only reduce the excess to $100, for an increased premium at the time of purchase.

Your excess will be shown on your certificate of insurance.

Please see the applicable Product Disclosure Statement for more information.

Unattended means but is not limited to, when an item is not on Your person or under Your control, or the control of Your Travelling Companion, at the time of the loss, theft or damage, or left in a position where it can be taken or damaged without Your or Your Travelling Companion’s knowledge, including on the beach or beside the pool while You swim, in a Public Place or leaving it where You or Your Travelling Companion are unable to prevent it from being unlawfully taken or damaged. Unattended also means leaving an item behind, forgetting the item, walking away from it, or leaving it in a Public Place.

For the full list of exclusions, please read the Product Disclosure Statement.

The maximum days allowed per trip is either 30, 45 or 60 days, depending on the policy you choose. You must select the appropriate number of days that will cover any single trip you may take during the 12-month period at the time of purchase. The days allowed per trip may be able to be increased to a longer duration during the period of the policy and an additional premium will apply.

Please contact us for assistance at 02 9225 7599 - Our hours are 8am to 9pm Monday to Friday & 9am to 6pm Saturday and Sunday.

You are covered for an unlimited number of trips over a 12-month period, provided that each trip is at least 250km from your home and less than the days selected per trip (30, 45 or 60 days).

Your Annual Multi-Trip policy covers you for international trips as well as trips within Australia where the trip is more than 250km from your home up to the maximum trip days selected. If your trip is in Australia, you are not covered for medical, hospital or dental expenses. Other exclusions may also apply. Please read the PDS for further information which can be viewed here.

Most of your policy benefits are per insured adult, however you should read the Product Disclosure Statement for further information. The limits are reinstated after each trip.

Insured adults on the policy can travel alone on a trip. Dependants who are covered under the policy must travel with an insured adult for the whole trip.

In respect of any Annual Multi-Trip plans means the travel You are undertaking and commences from the time You leave Your Home or place of departure to start Your Trip until You return Home or until the end of the Period of Insurance shown on the Certificate of Insurance, whichever is sooner. The length of any one Trip cannot exceed 30,45 or 60 days (depending on the plan chosen) and must be at least 250km from Your Home.

If You have an overseas medical emergency, our medical Emergency Assistance team is available 24 hours a day, 365 days a year to take your call:

While travelling in Japan:

Call 0800-800-9117 (toll free) or if mobile access is restricted call 03 6228 5881 (local number in Japan)

For other overseas destinations:

Call +61 2 8055 1683 (reverse charges accepted from the overseas operator) while travelling in all other countries.

No, our policies cover reasonable overseas medical costs only and there is no medical, hospital or dental cover on a Domestic policy or for medical expenses incurred in Australia, or on an International policy following your return to Australia. As a general insurer we are unable to pay medical costs in Australia and this includes any gap payments on any Medicare or private health insurer items.

Claims can be lodged either online at world2cover.com.au/how-to-claim under the “how to claim“ tab, by phone, or by email. If lodging by phone or email the applicable claim form will be provided for completion together with details of the documentation that needs to be provided.

Providing the information needed helps Us to make a timely and accurate decision about Your claim. You can contact Us either during your trip or once you have returned and we will guide you through the process. We will not be able to process Your claim unless you provide Us with all of the necessary information. Full details should be submitted within 30 days of your return.

For all claims, evidence of the medical condition treated, incident or loss must be supported by the relevant documentation e.g. police report, medical report, receipts, proof of ownership etc. If you cannot provide it, then We may reduce or refuse to pay your claim. Any costs or expenses associated with obtaining these items documents will be at Your own cost.

Web: world2cover.com.au/how-to-claim

Phone: 02 9225 7599

Email: [email protected]

Mail:
World2Cover Claims
GPO Box 4616
Sydney 2001

If you are not hospitalised or you are being treated as an outpatient and the total cost of any consultation or treatment will exceed AUD $2,000, you or a member of your travelling party, should contact us as soon as reasonably practicable. If you do not contact us, and incur costs without our consent, we may limit the amount payable under a claim, to the amount we would have paid towards any expenses (including medical) or for any evacuation/repatriation or airfares that have not been approved or arranged by us..

You will need to keep all your medical reports and receipts from the doctors and or hospital. These documents will be needed to support your claim when it is lodged.

Our medical emergency team is available 24 hours a day, 365 days a year to take your call.

While travelling in Japan:

Call 0800-800-9117 (toll free) or if mobile access is restricted call 03 6228 5881 (local number in Japan)

For other overseas destinations:

Call +61 2 8055 1683 (reverse charges accepted from the overseas operator) while travelling in all other countries.

For all claims You must let Us know of your claim as soon as possible, full details should be submitted within 30 days after your return Home either by:

  • Online claim form on the How to Claim tab on our website, or
  • Calling Us on +61 2 9225 7599 - Our hours are 8am to 8pm Monday to Friday & 9am to 6pm Saturday and Sunday, or,
  • Emailing Us at [email protected], or,
  • Writing to Us at World2Cover Claims, GPO Box 4616, Sydney NSW 2001.

Once we have received the notification of your claim, we will advise you what information we require and guide you through the claims process.

If you have an overseas medical emergency, you should contact our Emergency Assistance team for help. Our team is available 24 hours a day, 365 days a year to take your call.

While travelling in Japan:

Call 0800-800-9117 (toll free) or if mobile access is restricted call 03 6228 5881 (local number in Japan)

For other overseas destinations:

Call +61 2 8055 1683 (reverse charges accepted from the overseas operator) while travelling in all other countries.

If You are hospitalised, You, or a member of Your travelling party, must contact Us as soon as possible. If You do not, then to the extent permissible by law, We will not pay for any expenses or for any evacuation/repatriation or airfares that have not been approved or arranged by Us.

If you are not hospitalised but you are being treated as an outpatient and the total cost of any treatment will exceed AUD $2,000, you must contact us. We will not pay for any expenses that they have not approved.

You will need to keep all your medical reports and receipts from the doctors and or hospital. These documents will be needed to support your claim when it is lodged.

It is always a good idea to register your details with Smart Traveller before your depart, at www.smarttraveller.gov.au.

Interpreting Services

We are pleased to offer assistance in the following ways if you need help understanding any aspect of your travel insurance policy or claim in your language.

Contact us by phone

Our team has access to many languages to assist you directly. Call us on (02) 9225 7599

Contact Translating and Interpreting Services

Translating and Interpreting Services (TIS) are available 24/7 and their interpreters speak over 160 languages. They're available over the phone and in person.

Book an appointment with TIS, or call them on 131 450.

Contact Us

+61 2 9225 7599

Monday to Friday, 8am to 9pm AEST

Saturday and Sunday, 9am to 6pm AEST

Email:
[email protected]

Address:
World2Cover, GPO Box 4616, SYDNEY NSW 2001

About

Guides

Tokio Marine Management (Australasia) Pty Ltd (ABN 69 001 488 455) is the provider of World2Cover Insurance, as an authorised representative (AR 1313066) of the product’s issuer, Tokio Marine & Nichido Fire Insurance Co., Ltd. (ABN 80 000 438 291 AFSL 246 548). Any advice set out above is general in nature only, and does not take into account your objectives, financial situation or needs. Before purchasing any travel products, we recommend reviewing the World2Cover Product Disclosure Statement (PDS) and the Target Market Determinations (TMDs) that apply to these products. Please read the World2Cover Combined Financial Services Guide and Product Disclosure Statement for full details of terms and conditions, limits (including sub-limits) and exclusions apply to each of our policies and the different benefits. TMDs outline the intended class of customers that comprise the target market for these travel products, including key attributes of the insurance cover and eligibility criteria. A TMD does not replace the terms and conditions, nor the disclosures make, in a PDS so you should read the applicable PDS carefully and contact us if you have any queries. A copy of our PDS, Supplementary PDS and TMD's for each travel product can be found in here.

By getting a quote, I have read and understood the Privacy Policy and consent to my personal information (including sensitive information where applicable) being collected, held, used and disclosed in accordance with those terms. I acknowledge that if I am submitting personal information on behalf of someone else, I am authorised to do so. I acknowledge a copy of the PDS has been made available to me on this website when requesting my quote; and that I may be contacted about this quote.

Your quote is now being emailed, please check your spam folder. If you have a Hotmail, Bigpond, Gmail or Outlook account the quote email may be blocked by your firewall or email provider. Please contact us if you have not received the quote email within 24 hours. NOTE: If your quote does not include cover for declared medical conditions, an increase in premium may apply. Please proceed to the medical conditions section to apply for cover.

The site is under planned maintenance and will return shortly.