FAQ Will I be Covered if I have a Travel Exemption?
While the Australian government is granting exemptions for some essential travel, it is important to understand that you will not be covered if you choose to travel. Travel exemptions are permission to travel despite the official government advice, and does not make it safe to do so. With the situation around the world evolving constantly, we may not be able to assist you as we would normally (for example we may not be able to secure return flights or appropriate hospital care if needed). This means we are unable to provide cover at this time.
Can I cancel my travel insurance if I cannot travel due to COVID19 restrictions?
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).
How will you calculate my pro rata refund for my unused travel insurance policy due to COVID19?
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’.
Does TravelCard cover the Coronavirus?
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.
Who is TravelCard’s Insurer?
TravelCard Australia is underwritten by The Hollard Insurance Company.
If I 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 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
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: +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.
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 is my excess?
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.
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.
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 here).