TBIB Travel Insurance

Please note: Throughout the FAQs set out below,

• The term "PDS" refers to the Product Disclosure Statement (including Policy Wording).
• Some words may have special meanings therefore please refer to "OUR DEFINITIONS" in the PDS prior to reading through these FAQs.
• The answers given are only a brief summary. You must read the PDS carefully for complete details of what is covered, and which of the benefits are provided under each Plan. Importantly, please note that exclusions do apply, as well as limits to the cover.

• Travel Alert: Coronavirus update for all policies on or after the 01 May 2020 Q:

  A:

  Published on 1 May 2020
  For all policies issued on or after 1 May 2020:

  On the 7th of January 2020, Chinese authorities confirmed that they had identified a new virus originating out of Wuhan in the Hubei Province. The new virus is a coronavirus which is a family of viruses that include the common cold and viruses such as SARS (Severe Acute Respiratory Syndrome) and MERS (Middle East Respiratory Syndrome). The World Health Organisation has identified the Caronavirus a public health emergency.

  Effective the 18th of March 2020 the Australian Government advised all Australians not to travel overseas until further notice. The Australian Government also recommends that Australians overseas return to Australia as soon as possible by commercial means.

  Overseas Medical Expenses and / or Emergency Medical Cover Whilst Cruising
  There is no cover for Overseas Medical Expenses claims related to the Caronavirus or any derivative or mutation of such viruses if you purchased your policy or travel bookings on or after the 18th of March 2020 as this is the date the Australian Government issued a nationwide advice not to travel.

  For Cancellation and other sections of the policy
  There is no cover for Overseas Medical Expenses claims related to the Caronavirus or any derivative or mutation of such viruses if you purchased your policy or travel bookings on or after the 18th of March 2020 as this is the date the Australian Government issued a nationwide advice not to travel.

  If you decide to change your travel plans, we suggest you talk with your travel agent or transport provider as soon as possible to minimise your out of pocket expenses.

  Claims Information
  In the event of a claim covered by your policy, you must do everything you can to minimise and reduce the cost of the claim (including seeking compensation from any travel service providers), and provide all supporting documentation of the event and expenses incurred.

  No two claims are the same and accordingly, claims are assessed on a case-by-case basis. The advice provided herein is of a general nature. Claims are assessed on their individual merits and are subject to the terms and conditions of the policy wording.

• When does my cover start and end? Q:

  A:

  If you pay for your policy online we’ll send you an immediate confirmation by email including your Certificate of Insurance and Product Disclosure Statement (including Policy Wording).

  For annual multi-trip policies, cover for Section 1, Cancellation Fees & Lost Deposits begins on the start date shown on your Certificate of Insurance or the date you booked your trip, whichever is the later and finishes at the end of your trip, 90 days from the commencement of your trip or on the end date shown on your Certificate of Insurance whichever occurs earlier. The cover for all other sections starts at the beginning of your trip or the start date shown on your Certificate of Insurance, whichever occurs later, and finishes at the end of your trip, 90 days from the commencement of your trip or on the end date shown on your Certificate of Insurance whichever occurs earlier.

  Please note: The maximum period for any one trip is 90 days and is shown on your Certificate of Insurance. You are not covered for any incident or event that arises outside of the maximum trip duration.

• I am currently overseas and have no insurance - can I still purchase a policy? Q:

  A:

  No. Our policies can only be purchased before you commence your trip, while you are still in Australia.

• Am I covered if I work overseas? Q:

  A:

  Our travel insurance is designed for the leisure traveller and also business people travelling overseas for business purposes. It is not designed to cover events linked to employment overseas. Please refer to the GENERAL EXCLUSIONS contained in the PDS. In particular General Exclusion 3 which excludes claims arising directly or indirectly from, or in any way connected with, you engaging in manual work in conjunction with any profession, business or trade during your trip.

• Are there any age restrictions in the policy? Q:

  A:

  Cover is available to travellers aged 90 years and under. If you are aged 75 years and over you will be guided through our online medical assessment prior to policy purchase.

  We have the absolute right to accept or decline cover or impose special conditions such as an additional premium or excess.

• What do I do if I think I may have a pre-existing medical condition? Q:

  A:

  If you click 'Yes' to 'Pre-existing medical condition?', our online pre-existing medical assessment will take you through the process. You can also check the definition of pre-existing medical condition in the PDS, or in the list below to see if you have a pre-existing medical condition. If you are still unsure, please contact us.

  Pre-existing medical condition means a medical or dental condition of which you were aware of:

  1. Prior to the time of the policy being issued:
     1. you have not yet sought a medical opinion regarding the cause; or
     2. are currently under investigation to define a diagnosis; or
     3. are awaiting specialist opinion. OR
  2. Prior to the time of the policy being issued that involves:
     1. surgery involving any joints, the back, spine, brain or abdomen requiring at least an overnight stay in hospital
     2. your heart, brain, circulatory system/blood vessels; or
     3. your lung or chronic airways disease; or
     4. cancer; or
     5. back pain requiring prescribed pain relief medication; or
     6. Diabetes Mellitus (Type 1 or Type 2); OR
  3. In the 24 months prior to the time of the policy being issued:
     1. for which you have been in hospital or emergency department or day surgery; or
     2. for which you have been prescribed a new medication or had a change to your medication regime; or
     3. requiring prescription pain relief medication; OR
  4. Prior to the time of the policy being issued that is:
     1. pregnancy; or
     2. connected with your current pregnancy or participation in an IVF program.

• How much does it cost to add cover for my pre-existing medical condition(s) to my travel insurance policy? Q:

  A:

  It depends on your condition(s), their severity and other related factors. The website will enable you to obtain a quote or alternatively you can contact us to find out the applicable premium.

• What happens if I purchase my travel insurance policy and a new medical condition develops? Would I need to pay an additional premium? Q:

  A:

  If you have already purchased your travel insurance policy, then any new medical condition that arises after that date is not considered a pre-existing medical condition and you would not need to pay an additional premium, subject to the terms, conditions, exclusions and limitations listed in the PDS.

• What if I have an emergency? Q:

  A:

  For emergency assistance anywhere in the world at any time, World Travel Protection* is only a telephone call away. The team will help with medical problems, locating nearest medical facilities, your evacuation home if medically necessary, locating nearest embassies and consulates, as well as keeping you in touch with your family and work in an emergency.

  If you are hospitalised, you or a member of your travelling party, MUST contact the assistance team as soon as possible. If you do not, we will not pay for these expenses or for any evacuation or airfares that have not been approved or arranged by the assistance service.

  If you are not hospitalised but you are being treated as an outpatient and the total cost of such treatment will exceed $2,000, you MUST contact us.

  Please note that we will not pay for any hospital or medical costs incurred in Australia.

  The emergency assistance service is available 24 hours a day, 7 days a week.

  You can contact World Travel Protection by calling: Tel: +61 (0) 2 8907 5953

  * World Travel Protection is one of Australia’s leading medical assistance companies. The headquarters is located in Sydney. The purpose-built Global Response Centre is an environment that operates 24 hours, 365 days a year, and is supported by sophisticated telecommunications and information technology systems. The assistance team consists of in-house specialists including doctors, registered nurses, aero medical experts, mechanics, property experts, legal advisers, travel experts, support personnel, as well as access to multilingual staff and translation services.

• Do I have to pay the bill for medical claims and claim when I get back? Q:

  A:

  If you have received medical treatment, you must obtain a medical certificate advising of the injury, illness or sickness and the treatment received as well as the bank details, if possible. Medical expenses can be very expensive in some countries and circumstances. You MUST contact World Travel Protection as soon as possible who will speak to the medical facility on your behalf and can authorise payment. You can also contact World Travel Protection should you require any help on medical matters. Please also refer to "What if it is an emergency?" above.

• Do I have to complete the Medical Certificate of the Claim Form? Q:

  A:

  If your claim relates to cancellation or medical expenses arising from injury, sickness or death, the usual treating doctor in Australia must complete this section of the form.

• Do I have to wait until I am back in Australia to claim? Q:

  A:

  You can submit a claim upon your return to Australia or whilst still on your trip. Our claims consultants are able to email claim forms to you, however you will still be required to provide original supporting documentation (e.g. receipts) by post.

• What is the excess? Q:

  A:

  A standard excess is the amount which will be deducted from any claim paid to you under the sections of your policy to which an excess applies. If any additional excess applies to your policy, the amount will be shown on the Certificate of Insurance, Medical Terms of Cover Letter or advised to you in writing before the Certificate is issued to you.

• What happens after I have been evacuated to Australia? Q:

  A:

  Medical cover under this policy ends upon safely repatriating you to home soil, from which point the local healthcare system will provide you with any further treatment you require.

• I do not have receipts for my luggage and personal effects. Can I still claim? Q:

  A:

  Yes, you can still claim. We understand that you might not be able to provide receipts for each and every item. However, you still have to provide evidence of ownership. You may submit photographic evidence in conjunction with warranty cards, manuals, receipts, bank or credit card statements to support your proof of ownership. If purchased in Australia you can ask the seller for a copy of the tax invoice which, by law, they are required to retain copies of for 7 years in addition to recording the name and address of the purchaser for sales of $1,000 and over.

• How am I assured of a fair decision when making a claim? Q:

  A:

  We proudly support the General Insurance Code of Practice. The purpose of the Code is to raise standards of practice and service in the general insurance industry. If we decline your claim you can request a review. If we continue to decline your claim, you may refer this decision to one of our trained Internal Dispute Resolution Officers, who have appropriate experience, knowledge and authority in relation to complaints handling. If this does not resolve the matter, you may contact the Financial Ombudsman Service Limited (FOS), the industry’s independent external complaints scheme. Please refer to the heading DISPUTE RESOLUTION PROCESS in the IMPORTANT MATTERS section of the PDS.