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Frequently Asked Questions

 

Why do I need travel insurance?
Travel insurance helps protect you when unexpected things happen when you are travelling and you incur unexpected expenses. It covers things like theft, accidents, or medical problems. To find out more about the benefits of travel insurance, visit the Department of Foreign Affairs and Trade website, www.smartraveller.com.au.
What does travel insurance cover?

All our World2Cover overseas policy options provide 24-hour worldwide emergency assistance and unlimited overseas medical treatment. We also cover your children and grandchildren free of charge, providing they are travelling with you, 25 or under and not working full time.

At World2Cover we offer a number of policy level options with varying benefits and limits for both international travel outside of Australia and domestic travel within Australia.

Please refer to the table of benefits and carefully read the terms and conditions outlined in the applicable Product Disclosure Statement for each policy level to make sure you choose the best level of cover for your needs.

Who can get insured?

At World2Cover all of our Overseas plans are available to:

Australian Residents provided:

  • You are between the ages of 18 and 74; and
  • You purchase your policy before you begin your journey; and
  • Your journey begins and ends in Australia

Temporary Residents provided:

  • You are between the ages of 18 and 74; and
  • You hold a current Australian Visa that will remain valid beyond the period of your return; and
  • You hold a return ticket; and
  • You have a home address in Australia that you intend to return to; and
  • You purchase your policy before you begin your journey; and
  • Your journey begins and ends in Australia.

At World2Cover our Domestic plan is available to:

Australian Residents provided:

  • You are between the ages of 18 and 74; and
  • You purchase your policy before your departure date; and
  • Your trip is wholly within Australia; and
  • You have a departure and return date for your trip.

Temporary Residents provided:

  • You are between the ages of 18 and 74; and
  • You hold a current Australian Visa that will remain valid for the full period of your trip in Australia; and
  • You have a departure and return date for your trip; and
  • You have a Home address in Australia that You intend to return to; and
  • You purchase your policy before your departure date; and
  • Your trip is wholly within Australia
Will my children be covered by my insurance?

Yes, your children and your grandchildren are covered, provided they are travelling with you, 25 or under and not working full time. They must be listed on your Certificate of Insurance. If you have omitted to list them, please give us a call before you leave on 02 9225 7599, Mon-Fri 9am to 5pm, or email us at travelservice@world2cover.com.au.

If you choose our Ski and Winter Sports option, they’ll be covered for this as well.

When do I receive my policy documents?
As soon as you buy your policy, we’ll email your policy documents to you. Your documents include your Certificate of Insurance and your Product Disclosure Statement. It’s a good idea to print out your policy documents and carry them 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.
When does my policy start?
Cover commences immediately after we have received payment and provided you with a Certificate of Insurance. Cover for cancellation commences from the date of purchase and all other benefits commence on the start date you have stated when purchasing your policy.
I made a mistake when purchasing my policy, how do I fix it?

Give us a call as soon as you realise the error so that we can look at it for you and amend where possible.

Please call us on 02 9225 7599, Mon-Fri 9am to 5pm. If you need to advise us outside of these hours please send an email to travelservice@world2cover.com.au with full details of the error and the correct details.

What happens if I change my mind and want to cancel the policy?

You may cancel within the first 14 days (the Cooling-Off Period) and receive a full refund, provided you have not started your journey and you don’t want to make a claim or to exercise any other right under the policy.

You may also cancel your policy, outside the 14-day cooling off period, provided you have not begun your journey and you do not wish to make a claim or exercise any other right under the policy. A cancellation fee of 10% may be applied to your refund.

How do I extend my policy?

You can extend your policy under certain conditions, in fact, we will extend your cover free of charge if your original return is delayed because of the transport provider (bus, plane, train, or ship) you are travelling on, or if they have accepted your fare, luggage, or personal items, and they are delayed. We will also extend free of charge if the delay is due to a reason that you could claim under your policy, subject to our written approval. This is for both our Single Trip and Multi-Trip policies.

For other reasons you can apply to extend your International (or Overseas) Single-Trip Policy by phoning us on 02 9225 7599 or send an email to travelservice@world2cover.com.au at least 5 business days before your original policy was due to end. 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 cannot be longer than a combined maximum period of 12 months.

You can’t extend your cover:

  • For any Pre-existing medical conditions, unless they are listed in the PDS and you haven’t been hospitalized (including Day Surgery or Emergency attendance) for that condition in the past 24 months; or
  • For any condition you suffered during the term of your original policy; or
  • Where you haven’t advised us of any circumstances that has given (or may give) rise to a claim under your original Policy; or
  • Where at the time of the extension you are aged 75 years or over; or
  • Under our Multi-Trip plan; or
  • On a domestic policy
What is an excess?

If you make a claim you may be required to pay an excess – in other words, an agreed dollar amount that is subtracted from each claim. Our standard excess is $100. If you purchase the Top, Essentials, or Domestic policy you can choose to pay an additional premium amount when purchasing your policy, which will remove all excesses on those policies. If you have purchased this, a zero excess will show on your Certificate of Insurance. This option is not available on the Basics policy.

There is no excess on Overseas Medical and Hospital, Accidental Death and Accidental Disability on any of our policies.

Please see the applicable Product Disclosure Statement for more information.

What is a pre-existing medical condition?

“Pre-existing Medical Condition” means:

  1. any physical defect, condition, illness or disease for which treatment, medication, surgery or advice (including investigation) has been received or prescribed by a medical practitioner, dental or health professional in the 12 months prior to Your purchase of this policy
  2. any chronic or ongoing (whether chronic or otherwise) medical or dental condition, illness or disease medically documented prior to Your purchase of this Policy

This definition applies to You, Your Travelling Companion, a Relative or any other person.

If You are unsure whether You have a Pre-existing Medical Condition, please call (02) 9225 7599 for assistance. See the applicable Product Disclosure Statement  for full details of the terms, conditions and exclusions before you buy our policy, so you can be sure it’s right for you.

Which pre-existing medical conditions are covered?

This section outlines the Pre-existing Medical Conditions that are covered.

These are covered automatically with no additional Premium provided the below criteria are met:

  • they are not associated with any conditions You list as part of the medical screening process; and
  • You have not been hospitalised (including day surgery or emergency department attendance) for that condition in the past 12 months; and
  • specific requirements below are met
  1. Acne
  2. Allergies limited to Rhinitis, Chronic Sinusitis, Eczema, Food Intolerance, Hay Fever
  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 I) providing You:
    1. were diagnosed over 12 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 II) providing You:
    1. were diagnosed over 12 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 12 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 12 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 Apnea
  36. Solar Keratosis
  37. Trigeminal Neuralgia
  38. Trigger Finger

*Diabetes (Type I and Type II), Hypertension, Hypercholesterolaemia and Hyperlipidaemia are risk factors for cardiovascular disease. If You have a history of cardiovascular disease, and it is a Pre-existing Medical Condition, cover for these conditions is also excluded.

I have a pre-existing medical condition that isn’t automatically covered. Can I still get cover?

Under no circumstances is cover available for:

  • conditions involving drug or alcohol dependency
  • conditions for which You are travelling to seek medical treatment or review
  • travel booked or undertaken against the advice of any medical practitioner
  • any condition or illness for which You are currently awaiting surgery, treatment, investigation or procedures

For all other medical conditions, You will need to complete an online medical assessment. You can complete this as part of Your travel insurance quote at or call (02) 9225 7599 for additional assistance.

Am I covered if I'm pregnant?
For most sections of our policy you are covered, as long as the pregnancy did not contribute to the loss in the sections shown below:
SECTION TOP ESSENTIALS BASICS DOMESTIC
Luggage and personal money Y Y Y Y
Accidental death Y Y N Y
Accidental disability Y Y N Y
Your liability for causing loss or damage to property, injury or death Y Y Y Y
Rental vehicle collision damage and theft excess cover Y Y N Y
Loss of Income Y Y N Y
Financial default Y Y N Y
Domestic Pets Y N N N
Domestic Services Y N N N
Travel Delay Y Y N Y
Hijack and Kidnap Y Y N N
Our Ski and Winter Sports Option Optional Optional N Optional

It is a general condition of your policy that you take due care and act in a responsible way to protect yourself.

Our policies provide limited cover for pregnancy. The following restrictions will apply for any person where a claim may arise in any way and is related to pregnancy regardless of whether it has been assessed or not:

  • cover is only provided for unexpected complications before the 26th week; or
  • childbirth before the 26th week which was accelerated by accidental injury

We cover single non-complicated pregnancies automatically. For all other pregnancies a medical assessment must be completed.

What happens if I develop a condition after I buy travel insurance but before I leave on my trip. Am I covered?

As long as you aren’t aware of any symptoms of the condition or are not seeking treatment for the diagnosed condition before you buy your policy, we can cover you for cancellation costs if you have to cancel the trip. If you become aware of symptoms and seek treatment or investigation for a condition prior to your departure of your trip, please contact us on 02 9226 7599 to complete a medical assessment.

What is the emergency phone number to call while I am travelling?

World2Cover has appointed INTAC (in Japan) and Oncall International (in all other countries) to administer all emergency and medical assistance services. If you’re hospitalised, you or your travelling companion must contact INTAC or Oncall International as soon as possible. They are available to take your call 24 hours a day, 365 days a year. If you need emergency assistance, call our 24-hour emergency line immediately.

The numbers are:

From Japan:

Call 0800 800 9117 (toll free) or if mobile access is restricted call 03 6228 5881.

All other countries: 

+61 2 8055 1683 (reverse charges from overseas).

Our team will help you get treated for medical problems; locate the nearest medical facility, embassy, or consulate; arrange your return home if it’s medically necessary; and liaise with your loved ones and work colleagues as required in an emergency. If you don’t contact them, we will not pay for any expenses, evacuation costs, or airfares that have not been approved or arranged by us.

For Domestic Policies 
If you have an unexpected emergency during your trip and require emergency assistance please contact us by calling us on  +612 8055 1682.

Who do I contact if I get sick or injured while travelling overseas?

World2Cover has appointed INTAC (in Japan) and Oncall International (in all other countries) to administer all emergency assistance services. If you’re hospitalised, you or your travelling companion must contact INTAC or Oncall International as soon as possible. They are available to take your call 24 hours a day, 365 days a year. If you need emergency assistance, call our 24-hour emergency line immediately.

The numbers are:

From Japan: 

Call 0800 800 9117 (toll free) or if mobile access is restricted call 03 6228 5881.

All other countries: 

+61 2 8055 1683 (you can call with reverse charges from overseas).

Our team will help you get treated for medical problems; locate the nearest medical facility, embassy, or consulate; arrange your return home if it’s medically necessary; and liaise with your loved ones and work colleagues as required in an emergency. If you don’t contact them, we will not pay for any expenses, evacuation costs, or airfares that have not been approved or arranged by us.

What happens if I get sick or injured overseas but don't feel it's an emergency?

If you need medical treatment as an outpatient while overseas and the costs are less than $2,000, keep all your medical receipts and reports from the treating doctors. You’ll need these to support your claim when you return home. If you need help in obtaining medical treatment, are hospitalised, or the costs will exceed $2,000, please contact our emergency assistance teams, 24-hours a day on:

From Japan:
 

Call 0800 800 9117 (toll free) or if mobile access is restricted call 03 6228 5881.

All other countries: 

+61 2 8055 1683 (reverse charges from overseas).

Do you cover medical expenses within Australia?

No, our policies cover overseas medical costs only, which can be very high if you don't have travel insurance.

There is no medical cover on the Domestic policy.

As a general insurer we are prevented from paying medical costs in Australia and this includes any Gap payments on any Medicare or private health insurer items.
Which policy do I purchase for Lord Howe Island?
You need to purchase the Domestic Policy. Please note Lord Howe Island is covered by Medicare and therefore we cannot offer any medical cover.
Which policy do I purchase for Norfolk Island?
You need to purchase International cover. There is no Medicare cover on Norfolk Island and therefore it is considered an international destination.
How do I make a claim?

Please refer to the How To Claim tab on our website which will give you details on how to lodge a claim via our online claim form, by email or phone.

If you have an emergency overseas, contact our emergency assistance team immediately 24 hours a day, 7 days a week on:

From Japan:
Call 0800 800 9117 (toll free) or if mobile access is restricted call 03 6228 5881.

All other countries: 

+61 2 8055 1683 (reverse charges from overseas).

If I make a claim, what do I need to do when I return home?

For all claims You must let Us know of your claim as soon as possible, after your return Home either by:

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

Which policy do I select if I am going on a cruise?

Cruises with overseas destinations

If you are going on a cruise which includes an overseas destination you will need to select one of our overseas policies (Top, Essential or Basics) depending on the level of cover you require and include the countries to which you are travelling when obtaining your quote.

Cruising around Australia

If you are going on a cruise which is only in Australian waters or calling into ports in Australia you will still require a policy which includes medical cover whilst you are on board the ship (check with your cruise provider) as the medical providers are not registered with Medicare. You will therefore need to select an overseas policy (level of your choice) and put the Pacific Islands as your destination. This will then allow us to give you medical/evacuation cover whilst at sea but not if you go to a medical provider whilst in port in Australia.

Please note the Domestic policy does not include any medical cover as we are a general insurer and cannot cover medical costs in Australia. Therefore the Domestic policy is not suitable for cruises.