Travel Insurance FAQs: Common Questions

Who is TravelCard?

TravelCard launched in Australia in 2018 and is part of the PassportCard Group, who have been providing innovative travel insurance solutions since 2014. With over 2 million cardholders globally and offices in Sydney, Israel, Germany and the UK, PassportCard Group provides global data to support market-leading travel insurance policies.

Who is TravelCard’s Insurer?

TravelCard Australia is underwritten by The Hollard Insurance Company.

If I have need assistance overseas, who do I call?

If you need emergency assistance contact TravelCard 24/7 Global Assistance:
Whilst you are travelling overseas call our reverse charge number: +61 2 7909 2777
Contact details for TravelCard 24/7 Global Assistance are also included in the Travel Wallet and on the TravelCard

If I have a claim what happens?

If you are travelling and you have a claim contact the TravelCard 24/7 Global Assistance who will be able to assist you immediately with medical claims, lost or delayed luggage and theft of cash. The TravelCard can be used as one of the ways to pay the claim. If you do not have the TravelCard with you the claims team will work with you to find an alternative method to pay your claim.

Please refer to the Policy Wording (Product Disclosure Statement) & Schedule to see if the coverage suits your requirements.

How do I make a claim while travelling?

We may be able to pay Medical, Delayed Luggage and Theft of Cash claims onto the TravelCard if you are travelling and have the TravelCard with you. To lodge a claim:

Call the 24/7 Global Assistance Team on our reverse charged number: + 61 2 7909 277;
If eligible, the funds will be transferred onto the TravelCard within minutes;
Retain receipts for any purchases as we may ask to see them later.

Supporting documents may be required, for example police report for Theft of Cash, Property Irregularity Report from your airline for Delayed Luggage.

Is travel insurance limited to a certain age range?

Please allow up to 3-5 business days for delivery of the TravelCard from policy purchase date. Your travel insurance policy will start on the date you have requested cover to begin.

What to do if I lose the TravelCard?

Firstly, it's important to know that your insurance is valid even without the TravelCard. If you lose it, call our customer service team on 1300 123 413 and we will issue you a new TravelCard or if you are travelling and need to make a claim we will work with you to find a solution.

Do I need to keep documents after medical treatment?

Yes. The documents will help us give you the best care. More information on the various documents can be found on the claims form.

What happens if I shorten, cancel or postpone travel?

Call us, and we will review your eligibility for coverage, according to the policy.

What is my excess?

We have zero dollar excess on claims*
*Excluding some Corporate annual policies.

Do you cover pre-existing medical conditions?

Yes, we have a comprehensive list of automatically accepted medical conditions. Provided that you are fit to fly, all other conditions can be assessed by contacting our expert team on 1300 123 413.

What countries do you not cover?

We cover a range of countries around the world with the exception of those countries that are listed on the Smart Traveller website as “Do Not Travel” (www.smarttraveller.gov.au). These countries may change from time to time so it is important to check before you travel.

Are there limits on the amount you cover?

Please refer to the Table of Benefits and the Combined Financial Services Guide & Product Disclosure Statement as well as any terms, conditions and limitations that may apply. Limits may also apply on your pre-existing medical conditions if restrictions have been applied.

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Product Disclosure Statements

TCA Insurance Services Pty Ltd (TCA) ABN 76 621 476 220 is an authorised representative (AR 1262773) of the Insurer, The Hollard Insurance Company Pty Ltd (Hollard) ABN 78 090 584 473 (AFSL 241436). Catriona Rowntree has been appointed as Authorised Representative (No 1262872) of Hollard through an arrangement with TCA. Any advice provided by TCA or Catriona Rowntree in relation to the TravelCard Real Time Insurance products and the TravelCard is general advice only. Please consider the Combined Financial Services Guide & Product Disclosure Statement and the TravelCard Terms & Conditions (available at www.travelcard.com.au) before deciding whether they are suitable for you.