A full refund is available during the 21 day cooling off period. After the cooling off period, we will provide a pro rata refund based on the length of time you were ‘on risk’. This means the length of time the policy provided coverage for pre-trip cancellation (for circumstances outside of your control that were not otherwise excluded under the policy).

Pro rata refunds are calculated based on how long you were ‘on risk’, i.e. length of time the policy provided coverage for pre-trip cancellation (for circumstances outside your control not otherwise excluded under the policy). We have worked with AFCA, and customers cancelling after 3 March 2020 due to COVID19 will have the cancellation backdated to that date. This is the date it became a known event as communicated on our website, and when the policy was no longer ‘working’.

Our Leisure travel insurance policies do not include cover for claims relating to pandemics or epidemics. If you do need to change your travel, contact your travel provider first. Some are allowing people to postpone or cancel their travel and issuing a refund. If that’s not possible please contact us and we’ll see what we can do to help.

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

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: +61 2 7909 2777; 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.

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

If you purchased your policy prior to 4 March 2020, there is zero dollar excess on claims*. For policies purchased on or after 4 March 2020, there is no excess on any claims eligble for Real-Time payment using the TravelCard (overseas medical, stolen cash and delayed luggage). The excess applied to other sections of cover is the one you chose at time of purchase and is shown on your Schedule.

*Excluding some Corporate annual policies.