New Zealand and South Pacific Travel Insurance Combined Product Disclosure Statement, Financial Services Guide And Policy Wording
QM976-1009
Prepared 18 October 2009 and authorised for distribution by QBE Insurance.
| SCHEDULE OF BENEFITS This list is a summary of some of the benefits covered by this policy and the applicable limits. Please refer to the relevant sections in the Policy Wording for full details of cover. Other applicable limits may apply. |
NEW ZEALAND & SOUTH PACIFIC TRAVEL PLAN Available for travel to New Zealand and the South Pacific region only |
| Single | |
| Applicable Limits | |
| Section A - Cancellation And Additional Expenses | |
| Section A1 Cancellation Or Holiday Deferment Costs | $10,000 |
| Section A2 Emergency Travel Arrangements And Accommodation Expenses (meals are limited to $50 for each 24 hour period up to a maximum of $500) | $10,000 |
| Section A3 Agents Cancellation Fees | $250 |
| Section B - Medical And Dental Expenses | |
| Section B1 Medical And Dental Expenses Overseas (including $5,000 cover for any existing medical conditions) |
$200,000 |
| Section B2 Emergency Dental Expenses | $2,000 |
| Section C - Evacuation And Repatriation | |
| Section C1 Medical Evacuation And Repatriation | $200,000 |
| Section C2 Non Medical Evacuation And Repatriation | $200,000 |
| Section D -Travel Delay | |
| Section D1 Travel Delay | $1,000 Sublimit $200 per 6 hours |
| Section E - Luggage and Personal Effects | |
| Section E1 Luggage And Personal Effects | $5,000 $500 Item Limit |
| Section E2 Emergency Luggage | $300 |
| Section F - Personal Liability | |
| Section F1 Personal Liability | $1,000,000 |
Emergency Assistance
QBE Travel Insurance incorporates the services of QBE Assist Worldwide Emergency Assistance. You can telephone the QBE Assist Emergency Assistance Service 24 hours a day, seven days a week. One simple call will put you in touch with an experienced case manager who will assist you with medical assistance, medical repatriation, passport/documents loss, re-scheduling travel plans, legal assistance and urgent messages.
When you call QBE Assist please have your insurance policy number ready and a telephone number where you can be contacted.
To Contact QBE Assist call:
- Within New Zealand (Toll free) 0800 441 678
- Within Australia (Toll free) 1300 555 019
- Other Countries +61 3 8523 2800
- Or email qbeassist@qbe.com
Who are you dealing with?
You Can Rely On Us
QBE Insurance (Australia) Limited is a member of the QBE Insurance Group (ASX QBE). QBE Insurance Group is Australia's largest international general insurer and reinsurance group, and one of the top 25 insurers and reinsurers worldwide. The company has been operating in Australia since 1886. QBE is a household name in Australian insurance, backed by sizeable assets and well known as a strong and financially secure organisation.
We Offer You A Choice
It is up to you to choose whether the cover provided is suitable. This document contains information which can help you decide. Any advice in this document is of a general nature only and has not considered your objectives, financial situation or needs. You should carefully read and consider the information provided having regard to your personal circumstances to decide if this insurance is right for you. You are of course free to arrange insurance with any other insurer of your choice.
This document contains the following sections which provide
• Part 1 - information about this travel insurance product (Product Disclosure Statement - PDS)
• Part 2 - information about the financial service being provided to you by Air New Zealand (Financial Services Guide - FSG)
• Part 3 - the detailed terms and conditions (Policy Wording)
About QBE Travel Insurance
QBE Travel Insurance is a division of:
QBE Insurance (Australia) Limited.
ABN 78 003 191 035
AFS Licence No. 239545
82 Pitt Street Sydney NSW 2000
Enquiries And Assistance
For any enquiries and assistance please contact our Customer Service Centre on 1300 555 017 or email travel.service@qbe.com.
Please note that calls to QBE Travel Insurance will be recorded for training and verification purposes.
PART 1 - PRODUCT DISCLOSURE STATEMENT (PDS)
Some Words Have Special Meanings
Throughout the PDS and Policy Wording words highlighted in italic have specific meanings. These meanings are set out in the Definitions section of the Policy Wording. For example: relative
IMPORTANT THINGS YOU NEED TO KNOW
Here is a summary of some of the guidelines relating to this travel insurance.
- This travel insurance policy must be issued prior to the commencement of your trip.
- This policy is available to both residents of Australia and non residents of Australia provided you are in Australia at the time the Certificate of Insurance is to be issued and intend to return to Australia.
- This policy is not available to travellers 70 years of age or over at the date the trip commenced.
- The terms and conditions of the policy are subject to the laws of the Australian state or territory where the Certificate of Insurance is issued. You agree to submit to the jurisdiction of the courts of that state or territory.
- There is no provision to suspend this policy during the period of insurance.
- This policy ends once you have returned to your normal place of residence within Australia, and there is no cover if you resume your trip.
- his policy is only valid when you pay the premium and we issue a Certificate of Insurance to you.
Applying For Travel Insurance
A Certificate of Insurance will be issued and e-mailed to you with your booking confirmation once payment has been accepted. Your Certificate of Insurance confirms the premium paid by you (where payment has already been made, this means the amount paid by you) for the travel plan selected, including any compulsory government charges.
SIGNIFICANT RISKS
This Policy May Not Match Your Expectations
This policy may not match your expectations (for example, because an exclusion applies). You should therefore read this PDS and Policy Wording carefully. Please ask us if you are unsure about any aspect of the policy. If this policy is not suitable please contact Air New Zealand on 13 24 76 and ask them about an alternative travel insurance product that may be available.
You need to make sure the limits of cover are appropriate for your needs. Otherwise you may be under insured and have to bear part of any loss that exceeds the limits yourself. Please refer to the applicable limits as set out in the Schedule of Benefits.
A Claim May Be Refused
We may refuse to pay or reduce the amount we pay under a claim if you do not comply with the policy conditions, if you do not comply with your Duty of Disclosure or make a misrepresentation, or if you make a fraudulent claim.
Unattended Luggage And Personal Effects
There is no cover under this policy for luggage and personal effects that are left unattended. Please refer to the definition of unattended in the Policy Wording and What Is Not Covered? Under Section E1 - Luggage And Personal Effects.
Medical And Ancillary Costs
There is no cover for medical or ancillary costs incurred within Australia.
EXISTING MEDICAL CONDITION (INCLUDING PREGNANCY)
If you have an existing medical condition you may purchase a policy. However, cover under this policy for any claim arising as a result of or exacerbated by your existing medical condition(s) is limited to the first $5,000 in total for claims under:
Section A1 Cancellation Or Holiday Deferment Costs
Section A2 Emergency Travel Arrangements And Accommodation Expenses
Section B1 Medical And Dental Expenses Overseas
Section D1 Travel Delay
We will only pay if you have not been confined to bed, home or hospital for more than 3 days during the 30 days prior to the issue of the Certificate of Insurance. Please refer to existing medical condition(s) within the Definition section of the Policy Wording.
THE COST OF THIS INSURANCE
What You Have to Pay
When calculating the cost of your policy, we take a range of factors into account, including:
- your travel destinations
- the length of your trip
This policy is only valid when you pay the premium and we issue a Certificate of Insurance to you.
Amendment Of Travel Details
If you wish to change your personal details or travel dates after your Certificate of Insurance has been issued please contact Air New Zealand on 13 24 76. Air New Zealand will either amend the policy over the telephone or, in certain circumstances, may ask you to complete and submit a Policy Amendment Form. This form needs to be assessed and approved by us prior to any amendment to your policy. Also refer to section headed "When Does The Cover Begin And End?" in the Policy Wording.
Excess
We will not pay the first $100 (the excess) for any one event except in relation to claims under Sections D1 and F2.
MATTERS YOU NEED TO KNOW ABOUT
Cooling Off Period
If, having purchased the policy, you want to return it, you can do so within 14 days of receiving the Certificate of Insurance and obtain a full refund, provided no right or power has been exercised under it by you (e.g. no claim has been made) and your trip has not commenced. We will arrange for a refund of the premium within 15 business days of you cancelling your policy. The Cooling Off Period does not apply to policy extensions.
Confirming Transactions
A Certificate of Insurance must be issued once you have indicated you wish to purchase insurance and you paid the appropriate premium. If you want to confirm a transaction, for example whether the Certificate of Insurance has been issued, you may contact us in writing or by phone.
Updating This PDS
We will update the information in this PDS when necessary. A paper copy of any updated information is available to you at no cost by calling us. We will issue you with a new PDS or a supplementary PDS, where the update is to correct a misleading or deceptive statement or an omission, which is materially adverse from the point of view of a reasonable person deciding whether to obtain this insurance.
IMPORTANT NOTICES
Our Privacy Policy
QBE includes information about how we manage your personal information in our QBE Travel Insurance Privacy Promise. You can obtain a copy from www.qbe.com or contact compliance.manager@qbe.com.
Our Dispute Resolution Process
If a complaint arises during your dealings with us or our representatives, you should first discuss the matter with the person with whom you have been dealing. Where your complaint is not resolved to your satisfaction you should request that the matter be dealt with by our Internal Complaints Handling Process. We can assist you to lodge your complaint. Our Customer Service Centre 1300 555 017 can take the details for you. You will be provided with a copy of our brochure detailing our complaints handling process. Your complaint will be handled by a person with authority to resolve the matter. Your complaint will be dealt with within 15 business days unless we notify you of the reasons why it cannot be dealt with within that time.
If the complaint remains unresolved to your satisfaction, you can request that it be reviewed by Financial Ombudsman Service (FOS). FOS resolves certain insurance disputes between consumers and insurers and will provide an independent review at no cost to you. QBE Insurance is bound by the determination of FOS but the determination is not binding on you.
The General Insurance Code Of Practice
QBE Insurance is a signatory to the General Insurance Code of Practice.
The Code aims to:
(a) promote better, more informed relations between insurers and their customers;
(b) improve consumer confidence in the general insurance industry;
(c) provide better mechanisms for the resolution of complaints and disputes between insurers and their customers; and
(d) commit insurers and the professionals they rely upon to higher standards of customer service.
To obtain a copy of the General Insurance Code of Practice go to www.codeofpractice.com.au Financial Claims Scheme.
PART 2 - FINANCIAL SERVICES GUIDE (FSG)
This Financial Services Guide (FSG) is designed to assist you in deciding whether to use the Financial Services provided by us i.e. arranging travel insurance for you. It explains the kind of financial services we offer. It also contains general information about who we are, how we are paid and how to make a complaint.
About Air New Zealand
Air New Zealand is an Authorised Representative of QBE Insurance. Our ASIC Australian Financial Services Authorised Representative No. is 314137. We are authorised by QBE Insurance to deal in QBE travel insurance products on their behalf. We can directly issue, vary or cancel QBE travel insurance as their agent in accordance with their underwriting guidelines (this is called a binder authority). In some cases we may need to arrange for QBE Insurance to do this if we are not able to act under our binder authority.
QBE Insurance is the insurer of the product and we, as their agent, do not act on your behalf. The travel adviser providing you with this FSG is authorised by us to act on our behalf in providing the services we are authorised to provide for QBE Insurance.
We and our travel advisers do not have any authority to give you any advice (i.e. recommendation or opinion about the financial product). We can provide you with factual information on the product to help you decide if it is right for you. The choice is yours.
This FSG was prepared on 18 October 2009 and authorised for distribution by QBE Insurance.
Our Remuneration
We receive commission from QBE Insurance, which is part of the total amount payable by you to them for the product. The rate ranges up to 40% and is payable to us by QBE Insurance for each policy issued. Approximately 20% of this commission reimburses us for the expenses we incur in distributing the product for QBE Insurance.
Air New Zealand may receive a profit share based on the profit earned by QBE Insurance on the travel insurance products sold by Air New Zealand. These payments are made by QBE Insurance within an agreed period based on a percentage of profit. The amounts are paid at the end of each year.
Contacting Us
If you have any queries contact us at the address detailed on the Internet site.
PART 3 - POLICY WORDING
TERMS AND CONDITIONS
This section provides the terms and conditions of the contract between you and QBE Insurance. It is important that you read this very carefully. If you have any questions regarding our policy please telephone our Customer Service Centre on 1300 555 017.
DEFINITIONS
Applicable limit(s) means the sum insured specified in the Schedule of Benefits or Policy Wording.
Carrier(s) means the scheduled airline, vessel, train, or motor coach transport in which you are to travel to or from your intended destination.
Child or children means children who are related to you, who are financially dependant and booked to travel with you on a child fare.
Electronic equipment means any equipment that operates using batteries or electricity including iPods, MP3 players, satellite navigation units and electronic games.
Existing medical condition(s) means: a. any chronic or ongoing (whether chronic or otherwise) medical or dental condition, illness or disease of which you were aware or should reasonably have been aware, and which is medically documented or under investigation prior to the issue of the Certificate of Insurance; or
b. any physical, mental illness or medical condition (including pregnancy), defect, illness or disease of which you were aware or should reasonably have been aware, and for which treatment, medication, preventative medication, advice, preventative advice or investigation have been received or prescribed by a medical or dental adviser in the 60 days prior to the issue of the Certificate of Insurance.
Note:
- Where any condition is the subject of an investigation, that condition falls within this definition, regardless of whether or not a diagnosis of the condition has been made.
- This definition applies to you, your travelling party, your relative(s), your business colleague, or any other person you have a relationship with whose state of health could impact on your travel plans.
Financial default means the insolvency, bankruptcy, provisional liquidation, financial collapse, appointment of receivers or any other form of insolvency administration of any person, company, or organisation.
Home in Australia means your usual residential address in Australia or an Australian hospital if we repatriate you.
Injury means a bodily injury that is caused solely and directly by external and visible means as a result of an accident and which does not result from an illness or disease.
Mental illness means a condition characterised by the presence of symptoms such as delusions, hallucinations, disorder of thought form, disturbance of mood, or sustained or repeated irrational behaviour, which impairs, either temporarily or permanently, the mental functioning of a person.
Period of insurance means the period of cover specified in the Air New Zealand Electronic Itinerary.
Personal computer means laptops, personal digital assistants including a blackberry and other hand-held wireless devices and notebooks.
Premium means the total amount payable for the insurance. It includes commission and stamp duty.
Professional sporting activity means an activity for which you receive financial reward, or benefits from participating in that sporting activity, regardless of whether or not you are a professional sportsperson.
Relative(s) is limited to a relative of yours, or of a member of the travelling party, who is resident in Australia or New Zealand. It means a spouse, defacto partner, parent, parent in-law, daughter, son, daughter-in- law, son-in-law, brother, sister, brother-in-law, sister-in-law, grandchildren, grandparent, stepparent, stepchildren, fiance or fiancee, or guardian.
Rental vehicle means any car, campervan, motorcycle or boat you rent from a licenced rental vehicle company and have a signed contract with that company.
Repatriate(d) or repatriation means travel arrangements made by us for your return to your home in Australia or where we consider to be the nearest suitable alternative.
Resident of Australia means someone who currently resides in Australia and is eligible for an Australian Medicare Card.
Scheduled public transport means a public transport system that runs to a timetable.
Single means a single person travelling alone or accompanied by a child or children.
Travelling party means you and any travelling companion who has made arrangements to accompany you for at least 50% of the trip.
Trip(s) means the period of travel stated in the Air New Zealand Electronic Itinerary. Your trip commences when you arrive at the airport from which you will depart Australia and ends when you first arrive back at an Australian airport, or when the period of insurance set out in the Air New Zealand Electronic Itinerary ends, which ever happens first. Providing it falls within the period of travel stated on your Air New Zealand Electronic Itinerary your journey by the most practical direct route between your normal place of residence and the departure/arrival airport (including an overnight stay if reasonably necessary) will also be covered. The period of travel cannot be altered without our consent.
Unattended means leaving your luggage either with a person you have not previously met, or, in a public place where it can be taken without your knowledge or at a distance from which you cannot prevent it from being taken.
We, our(s), us, refers to QBE Insurance (Australia) Limited ABN 78 003 191 035.
You, your, yours, yourself means the person named in the Certificate of Insurance as well as their accompanying child or children.
Your Policy Is A Contract Of Insurance
Your policy is a contract of insurance between you and us. You pay us the premium, and in return we provide you with cover under the travel plan you have chosen.
Your contract consists of:
- these terms and conditions;
- the Schedule of Benefits;
- your Certificate of Insurance; and
- any written endorsements we give you.
Together these documents make up your policy.
It is important that you read your policy carefully, and keep this booklet in a safe place for future reference. If you have any questions regarding your policy, please contact us on 1300 555 017.
You Must Co-operate With Us
You must co-operate with us and give us all the information and assistance we need to deal with your claim. If you do not, we may not be able to settle your claim.
When Does The Policy Begin And End?
Your policy will be valid for the period of insurance when you have paid the premium and you have been provided with a Certificate of Insurance. The period of insurance will start when you arrive at the airport from which you will depart Australia and ends when you first arrive back at an Australian airport. Providing you travel by the most direct practical route the journey between your home in Australia and the departure/arrival airport (including an overnight stay if reasonably necessary) will also be covered.
When Does The Cover Under Each Benefit Begin And End?
This policy contains a number of different benefits. Cover under those benefits may begin and end at different times. Each section of the policy sets out when the cover begins and ends.
Making Changes To The Period Of Insurance
The period of insurance cannot be changed without our consent. If you wish to defer or alter the period of insurance please contact Air New Zealand on 13 24 76. Air New Zealand will either amend the policy over the telephone or in certain circumstances, may ask you to submit a Policy Amendment Form. We will decide whether or not to agree to alter the period of insurance based on the information you give us, together with any additional information we ask for. If we agree to defer or alter that period of insurance you will be issued with a new Certificate of Insurance which will show the change of the period of insurance and any premium adjustment. However, if the scheduled transport in which you are to travel is delayed, or your trip is delayed by an event that entitles you to make a claim under this policy, the period of insurance is automatically extended beyond the period of your original trip. This extension lasts until you are capable of travelling to your final destination, including the journey there, or for a period of 6 months beyond the period of insurance, whichever happens first.
Cancellation
By You
Once the Certificate of Insurance has been issued you are not entitled to a refund of any part of the premium except as provided for in the section headed "Cooling Off Period". See the Cooling Off Period section for further details.
By Us
We can cancel your insurance in any way permitted by law, including if you have:
- failed to comply with your Duty of Disclosure; or
- made a misrepresentation to us before the policy was entered in to; or
- failed to comply with a provision of a policy, including failure to pay the premium; or
- made a fraudulent claim under this policy or any other current policy; or
- failed to notify us of a specific act or omission as required by the policy.
If we cancel your policy, we will do so by giving you written notice. We will deduct from the premium an amount to cover the shortened period for which you have been insured by us, and refund to you what is left. .
General Exclusions
These are the general exclusions which apply to all sections of this policy. You should read them, together with the cover and the specific exclusions referred to under each section of cover.
There is no cover under any section of this policy for any claim arising directly or indirectly because of any of the following:
1. you travel:
(a) even though you know you are unfit to travel; or
(b) against medical advice; or
(c) when you know you will have to consult a medical practitioner; or
(d) for the purpose of obtaining medical advice or treatment.
2. you maintain a course of treatment you were on at the time your trip commenced, except where this is covered under Section E1 "Luggage and Personal Effects".
3. the illness, injury or death, is caused or exacerbated by, or consequential upon, an existing medical condition of you, a member of the travelling party or a non-travelling relative or business partner. However, cover under this policy for any claim arising as a result of or exacerbated by your existing medical condition(s) is limited to the first $5,000 in total for claims under:
- Section A1 Cancellation Or Holiday Deferment Costs
- Section A2 Emergency Travel Arrangements And Accommodation Expenses
- Section B1 Medical And Dental Expenses Overseas
- Section D1 Travel Delay
We will only pay if you have not been confined to bed, home or hospital for more than 3 days during the 30 days prior to the issue of the Certificate of Insurance
4. the illness, injury or death of you, a member of the travelling party or a non-travelling relative or business partner is caused or exacerbated by or consequential upon, any condition which has been the subject of a medical investigation within the period of 12 months prior to the issue of the Certificate of Insurance, in respect of which no diagnosis has been made. However, cover under this policy for any claim arising as a result of or exacerbated by your existing medical condition(s) is limited to the first $5,000 in total for claims under:
- Section A1 Cancellation Or Holiday Deferment Costs
- Section A2 Emergency Travel Arrangements And Accommodation Expenses
- Section B1 Medical And Dental Expenses Overseas
- Section D1 Travel Delay
We will only pay if you have not been confined to bed, home or hospital for more than 3 days during the 30 days prior to the issue of the Certificate of Insurance.
5. illness, injury or death where a metastatic condition and/or terminal prognosis was made, in relation to any medical condition, prior to the issue of the Certificate of Insurance.
6. the birth of a child, whatever the proximate cause is.
7. any cover if you are 70 years of age or over at the time the Certificate of Insurance is to be issued.
8. the illness, injury or death of a person who is not a member of your travelling party and is 80 years of age or over at the time the Certificate of Insurance is issued.
9. a member of the travelling party decides to alter their plans or not to continue with the trip.
10. member of the travelling party:
(a) deliberately injures themself; or
(b) being under the influence of, or is addicted to, intoxicating liquor or a drug, except a drug taken in accordance with the advice of a registered medical practitioner; or
(c) suffers any mental illness including dementia, depression, anxiety, panic attack, stress, bipolar, mania, schizophrenia or other nervous disorder; or
(d) suffers HIV with AIDS related infection or illness; or
(e) takes part in a riot or civil commotion; or
(f) acts maliciously; or
(g) hunts, plays polo, races (except on foot), mountaineers or rock climbs using support ropes, participates in basejumping, running with the bulls, takes part in a professional sporting activity, or pot holing; or
(h) travels in international waters in a private sail vessel or privately registered sail vessel; or
(i) participates in, or trains for, a professional sporting activity; or
(j) scuba dives unless you hold an open water diving licence or were diving under licensed instruction; or
(k) rides a motor cycle in excess of 100 cc (except as a pillion passenger) without a licence that is valid in your country of residence; or
(l) rides a 4 wheel motor cycle even as a pillion passenger;
11. a loss which is recoverable under some other scheme. For example, Medicare, a private health fund, national reciprocal health fund or scheme, workers' compensation scheme, travel compensation fund or accident compensation scheme.
12. any consequential loss or loss of enjoyment.
13. a loss caused by, or in any way connected with a criminal or dishonest act by you or by a person with whom you are in collusion.
14. a loss caused by, or in any way connected with war, invasion, act of a foreign enemy, hostilities (whether war is declared or not), civil war, rebellion, revolution, military or usurped power or civil insurrection, except as provided for in event 2 under "What Are The Events That Will Be Covered Under Section A?"
15. a loss caused by, or in any way connected with the use, existence or escape of nuclear weapons material, or ionising radiation from, or contamination by, radioactivity from any nuclear fuel, or nuclear waste from the combustion of nuclear fuel.
16. a loss caused by, or in any way connected with any government intervention, prohibition, or regulation except as provided for in event 5 under "What Are The Events That Will Be Covered Under Section A?".
17. a government authority seizing, withholding or destroying anything of yours or any prohibition by or regulation or intervention of any government or any government not allowing you to enter or to stay in that country.
18. an act or threat of terrorism. This exclusion does not apply to Section B1 "Medical And Dental Expenses Overseas, Section E1 "Luggage or Personal Effects" or under Section C1 "Medical Evacuation And Repatriation" for the cost of repatriation to or within Australia, if the carrier requires you to be brought back with a medical escort.
19. the cancellation or delay of travel arrangements due to mechanical breakdown of transportation or failure of the carrier to operate the service.
20. you fail to take reasonable precautions to avoid a financial loss after a public warning of a strike, riot, civil commotion, or natural disaster.
21. you operate a rental vehicle in violation of the rental agreement.
22. the financial default of a travel agent, scheduled serviced airlines, hotel and resort operators, car and campervan hire companies, cruise lines, railway operators and theme park operators to the extent that your loss is covered by a scheme or fund (not a contract of insurance), or would be covered but for this insurance.
23. the financial default of any person, company or organisation involved in your travel arrangements and that financial default occurred prior to the issue of the Certificate of Insurance.
24. credit card conversion fees or any other bank charges.
Section A - Cancellation And Additional Expenses
You must read Section A together with the General Exclusions, as these may affect your cover.
What Are The Events That Will Be Covered Under Section A?
We will cover you under Section A in respect of your planned trip if one of the following events occurs after the issue of the Certificate of Insurance:
1. you are unable to start or finish the trip because of the death, sudden serious illness or serious injury arising before or during the trip of:
- a member of your travelling party; or
- a relative or business partner or person in the same employ as you, who is a resident in Australia or New Zealand. But before we will cover you, you must provide us with proof that:
- the death has occurred or the illness or injury requires hospitalisation or confinement; or
- in the case of a business partner or person in the same employ as you, the person's absence made the cancellation or ending of the trip necessary, and you have written confirmation of that fact from a senior representative or director of the business.
2. your pre-paid scheduled public transport services or pre-paid tour have been cancelled or restricted because of severe weather, natural disaster, riot, strike or civil insurrection.
3. your pre-paid accommodation has been destroyed or is uninhabitable due to severe weather or natural disaster and no alternative equivalent accommodation is available in the vicinity. You must have done everything reasonable to obtain alternative accommodation.
4. a member of the travelling party is required to do jury service or has received a summons to give evidence in a criminal court of law.
5. a member of the travelling party is confined in compulsory quarantine.
6. you have been involved in, or your travel arrangements have been cancelled or delayed by, a motor vehicle, railway, air or marine accident or incident. You must have written confirmation of the accident or incident from an official body in the country where the accident or incident happened.
7. your passport, travel documents or credit cards are lost or damaged.
8. a member of your travelling party, who is a full time student, is required to sit supplementary examinations conducted by their educational institution.
9. a member of your travelling party has been made redundant from full-time permanent employment in Australia.
10. the cancellation of pre-arranged leave by your employer for a member of your travelling party who is a full-time permanent employee of the police, fire, ambulance or emergency services.
11. your normal place of residence or business premises in Australia has been destroyed or rendered insecure due to a natural disaster, fire or malicious damage.
12. a wedding, conference, pre-paid concert, course, tuition or ticketed sporting event has been cancelled, and the sole purpose of the trip is to attend that wedding, conference, concert, course, tuition or ticketed sporting event.
13. a member of your travelling party has been affected by any form of insolvency, administration or bankruptcy of their employer
14. a tour operator or wholesaler has cancelled a tour because there are not enough people to begin or complete the tour. Cover is limited to the pre-paid cost of the transport arrangements purchased solely to get to the departure point and returning from the finishing point of that tour, or rearrangement costs, whichever is the lesser.
Section A1 Cancellation Or Holiday Deferment Costs
When Does The Cover Begin And End?
The cover under this benefit begins from the time the Certificate of Insurance is issued to you and ends when you return to your home in Australia or when the period of insurance ends, whichever happens first.
What Is Covered?
We will pay the value of unused pre-paid travel arrangements, less any refunds you are entitled to, if you have to cancel these arrangements because of an event set out under "What Are The Events That Will Be Covered Under Section A?", or the reasonable cost of rearranging your trip, provided that this cost is not greater than the cancellation fees or lost deposits which would have been incurred had the trip been cancelled.
What Is Not Covered?
We will not pay for the value of unused pre-paid transport costs where we have repatriated you a distance equivalent to, or greater than, the total distance remaining on your itinerary at the point of repatriation. Where the total distance of the repatriation is less than the unused travel arrangements we will calculate your entitlement on a pro-rata basis, taking into account the cost of your original ticket.
What Is The Most We Will Pay?
The most we will pay you is the amount set out in the section in the Schedule of Benefits.
Section A2 Emergency Travel Arrangements And Accommodation Expenses
When Does The Cover Begin And End?
The cover under this benefit begins when you leave on your trip and ends when you return to your home in Australia or when the period of insurance ends, whichever happens first.
What Is Covered?
We will cover you for expenses you incur for reasonable additional travel, accommodation, meals and internet use and emergency telephone calls if you have to interrupt your trip after it has begun, because of an event set out under "What Are The Events That Will Be Covered Under Section A?". If the interruption to your trip requires repatriation refer to Section C for details of cover. You must not organise any additional travel or accommodation in excess of $1,000 without our prior consent.
What Is Not Covered?
1. Any additional travel you undertake must be at the fare class that you originally chose, except where we agree differently on the basis of a written recommendation from your treating doctor.
2. If you return to your home in Australia because of the interruption and you do not have a return ticket at the time of the event that causes a claim under this section, we will deduct from the amount we pay you the cost of an economy class airfare at the carrier's regular published rates for the return journey.
3. We will not pay for any expenses you incur to resume your trip after you have returned to your home in Australia.
4. We will not pay for additional travel or accommodation expenses when you have made a claim under another section of this policy for cancelled accommodation expenses covering the same period of time or for additional transport covering an equivalent distance.
5. We will not pay for accommodation expenses for periods where you have not forfeited pre-paid accommodation arrangements.
What Is The Most We Will Pay?
The most we will pay under this benefit for the reasonable cost of additional meals is $50 for each 24 hour period up to a maximum of $500. For additional travel, accommodation, emergency internet use and telephone calls the most we will pay you under this benefit is the amount set out in the section in the Schedule of Benefits which relates to the travel plan you have chosen.
Section A3 Agents Cancellation Fees
When Does The Cover Begin And End?
The cover under this benefit begins from the time the Certificate of Insurance is issued to you and ends when you return to your home in Australia or when the period of insurance ends, whichever happens first.
What Is Covered?
We will cover you for agent's cancellation fees when you have paid the agent the full amount for your trip and you have cancelled because of an event set out under "What Are The Events That Will Be Covered Under Section A?". If only a deposit has been paid at the time of cancellation, we will pay the agent's cancellation fees up to the maximum amount of the deposit.
What Is Not Covered?
We will not pay more than the level of commission and/or service fees normally earned by the agent, had the trip not been cancelled.
What Is The Most We Will Pay?
The most we will pay under this benefit is the amount set out in the Schedule of Benefits.
Section B - Medical And Dental Expenses
You must read Section B together with the General Exclusions, as these may affect your cover.
Section B1 - Medical And Dental Expenses Overseas
When Does The Cover Begin And End?
The cover under this benefit begins when you leave on your trip and ends when you return to your home in Australia or when the period of insurance ends, whichever happens first.
What Is Covered?
We will cover you for:
- medical, hospital and ambulance expenses you incur as a result of an illness, injury or death; or
- dental treatment expenses you incur as a result of an injury to healthy natural teeth;
that you suffer while you are overseas.
We will pay overseas medical and dental expenses which we believe are reasonable and necessary to treat the illness or injury. Any treatment you receive must be given by a medical practitioner, physiotherapist, chiropractor, dentist or oral surgeon who is registered to practise in the country or jurisdiction where you receive treatment. Where you need treatment for an injury by a physiotherapist or a chiropractor or emergency dental treatment, you may have the first 6 treatments without asking us. Any treatments after that must be with our consent. All expenses under this section must be incurred within 12 months of the date of the illness or injury.
What Is Not Covered?
1. There is no cover for any medical, hospital or ambulance expenses you incur in Australia. We cannot cover these because we are not allowed to do so by law. There is also no cover for any dental expenses you incur in Australia.
2. There is no cover under this benefit because of an illness or injury, the signs and symptoms of which you first became aware of before you went on your trip.
3. There is no cover for any person whose date of birth is after the date that the Certificate of Insurance was issued unless you advised us and we agreed to provide cover.
4. There is no cover for damage to dentures or dental prostheses under this section. Refer to Section E1 "Luggage and Personal Effects" for cover that may be available.
5. There is no cover for expenses incurred for dental treatment due to normal wear and tear or the normal maintenance of dental health.
6. There is no cover for any existing medical condition for any member of the travelling party.
7. There is no cover for ongoing payments under this benefit if we decide on the advice of a doctor appointed by us that you are capable of being repatriated to Australia. If you do not agree to return to your home in Australia we may choose not to make any further payment for medical expenses and associated costs as determined by us.
What Is The Most We Will Pay?
The most we will pay under this benefit, is the amount set out in the section in the Schedule of Benefits.
Section B2 - Dental Expenses Due To Sudden And Acute Pain
When Does The Cover Begin And End?
The cover under this benefit begins when you leave on your trip and ends when you return to your home in Australia or when the period of insurance ends, whichever happens first.
What Is Covered?
We will cover you for dental treatment expenses you incur overseas to relieve sudden and acute pain which occurs while you are outside Australia. We will pay expenses which we believe are reasonable and necessary to treat the pain. Before we will pay this you must give us written certification from your treating dentist that treatment is necessary to alleviate your pain. Any treatment you receive must be given by a dentist or oral surgeon who is registered to practise in the country where you receive treatment.
What Is Not Covered?
1. There is no cover for expenses incurred for dental treatment due to normal wear and tear or the normal maintenance of dental health.
2. There is also no cover for any dental expenses you incur in Australia.
What Is The Most We Will Pay?
The most we will pay under this benefit, is the amount set out in the section in the Schedule of Benefits.
Section C - Evacuation And Repatriation
You must read Section C together with the General Exclusions, as these may affect your cover.
Section C1 - Medical Evacuation And Repatriation
When Does The Cover Begin And End?
The cover under this benefit begins when you leave on your trip and ends when you are hospitalised in Australia, or returned to your home in Australia, or when the period of insurance ends, whichever happens first.
What Is Covered?
We will cover you if you have to interrupt your trip after it has begun because you have suffered an illness or injury while you are on your trip, and in our opinion you need to be evacuated or repatriated. We will pay expenses which we believe are reasonable and necessary to bring you back to your home in Australia or to another destination of our choice.
Before we will pay this you must give us written certification from your treating doctor that your evacuation or repatriation is necessary and that you cannot continue your trip. The decision to evacuate or repatriate you is ours, and we will not pay for any evacuation or repatriation expenses unless it is medically justified and you have received our consent. Based on the advice of your treating doctor we will either;
- return you to your home in Australia with a medical attendant; or
- pay for a return economy class airfare, reasonable accommodation and additional expenses for a friend or relative to fly to, remain with and escort you in place of a medical attendant; or
- return you to your home in Australia without an attendant.
What Is Not Covered?
1. We will not cover you if you evacuate or repatriate when it is not medically necessary or without our consent.
2. We will not pay for any expenses you incur to resume your trip after you have returned to your home in Australia.
3. For repatriation, we will not pay more than the cost of repatriation to your home in Australia.
4. There is no cover under this benefit because of an illness or injury, the signs and symptoms of which you first became aware of before you went on your trip.
5. Any additional costs for travel you undertake that is not at the fare class that you originally chose, unless it is medically justified, based on the written recommendation from your treating doctor and you have our consent.
6. If you do not have a return ticket at the time of the event that causes a claim under this section, we will deduct from the amount we pay you the cost of an economy class airfare at the carrier's regular published rates for the return journey.
What Is The Most We Will Pay?
The most we will pay under this benefit, is the amount set out in the section in the Schedule of Benefits.
Section C2 - Non-Medical Evacuation And Repatriation
When Does The Cover Begin And End?
The cover under this benefit begins when you leave on your trip and ends when you return to your home in Australia or when the period of insurance ends, whichever happens first.
What Is Covered?
We will cover you if you have to interrupt your trip after it has begun because of one of the events listed in "What Are The Events That Will Be Covered Under Section A?", while you are on your trip, and in our opinion you need to be evacuated or repatriated. We will pay expenses which we believe are reasonable and necessary to bring you back to your home in Australia or to another destination of our choice. The decision to evacuate or repatriate you is ours, and we will not pay for any evacuation or repatriation expenses unless you have received our prior consent.
What Is Not Covered?
1. We will not cover you if you evacuate or repatriate without our consent.
2. We will not pay for any expenses you incur to resume your trip after you have returned to your home in Australia.
3. For repatriation, we will not pay more than the cost of repatriation to your home in Australia.
4. Any additional travel you undertake must be at the fare class that you originally chose unless you have our consent.
5. If you do not have a return ticket at the time of the event that causes a claim under this section, we will deduct from the amount we pay you the cost of an economy class airfare at the carrier's regular published rates for the return journey.
What Is The Most We Will Pay?
The most we will pay under this benefit, is the amount set out in the section in the Schedule of Benefits.
You must read Section D together with the General Exclusions, as these may affect your cover.
Section D1 - Travel Delay
No excess applies to claims under this benefit.
When Does The Cover Begin And End?
The cover under this benefit begins when you leave on your trip and ends when you return to your home in Australia or when the period of insurance ends, whichever happens first.
What Is Covered?
We will cover you if your scheduled public transport from Australia or overseas in respect of any individual leg of your trip is delayed for at least 6 hours for a reason outside your control, and for each subsequent 6 hours (or part of that time) from the original departure time.
What Is Not Covered?
If you are entitled to a claim under Section A2 there is no cover under this benefit.
What Is The Most We Will Pay?
The most we will pay under this benefit, is the applicable limit which is the total of:
(a) the reasonable cost of rearranging your travel arrangements, including additional accommodation and travel arrangements to resume your pre-paid arrangements; and
(b) up to a maximum of $200 per 6 hours for the cost of reasonable additional accommodation and $50 for meals.
Section E - Luggage And Personal Effects
You must read Section E together with the General Exclusions, as these may affect your cover.
Section E1 - Luggage And Personal Effects
When Does The Cover Begin And End?
The cover under this benefit begins when you leave on your trip and ends when you return to your home in Australia or when the period of insurance ends, whichever happens first.
What Is Covered?
We will cover you for each of the following:
1. accidental loss, theft of, or damage to, your luggage or personal effects including things you buy during the trip, while they are accompanying you during your trip.
2. loss of, or damage to, dentures or dental prostheses during your trip.
3. the cost of medical consultation fees you incur to replace prescription medication which is accidentally lost, stolen or damaged, together with the cost of the medication itself.
4. theft of, or damage to, your luggage or personal effects while they are left in a locked motor vehicle or a motor home during daylight hours and there is forced entry into the vehicle.
We will allow you one automatic reinstatement of the sum insured in the event of a claim.
What Is Not Covered?
There is no cover under Section E1 for any of the following:
1. accidental loss or damage to or theft of:
(a) cash, bank or currency notes, cheques or negotiable instruments;
(b) fragile or brittle items (e.g. glass or china), except loss or damage caused by fire, or by accident to the transport carrying them;
(c) damage to computer screens at any time;
(d) luggage or personal effects that are being transported independently of you;
(e) property that you leave unattended or that occurs because you do not take reasonable care to protect it;
(f) luggage or personal effects for which you are entitled to compensation from the carrier;
(g) personal computer, communication, photographic, electronic equipment, jewellery or watches left unattended by you in a motor vehicle or a motor home for any length of time, even if they are locked in the motor vehicle or motor home;
(h) luggage or personal effects left unattended by you during non daylight hours in a motor vehicle or a motor home for any length of time;
(i) luggage or personal effects left unattended by you in a tent or caravan for any length of time;
(j) personal computer, communication, photographic, electronic equipment, jewellery or watches checked in as luggage;
(k) trade items, trade samples or your tools of trade or profession;
(l) gold or precious metals, precious unset or uncut gemstones;
(m) watercraft of any type (excluding theft of surfboards or damage to surfboards whilst in transit); or
(n) sporting equipment (excluding surfboards) whilst in use;
2. wear and tear or depreciation of property or damage by the action of insects or vermin, mildew, rust or corrosion.
3. mechanical or electrical breakdown, or malfunction repair costs.
What Is The Most We Will Pay?
The most we will pay under this benefit, is the amount set out in that section of the Schedule of Benefits. We will not pay more than the original price you paid for an item, even if the applicable limit set out in the Schedule of Benefits is higher.
We will choose between:
- repairing or replacing your items to a condition no better than their condition at the time of loss, damage or theft; or
- paying you their value in cash, taking into account an allowance for age, wear and tear. The way in which we depreciate is set out in the Depreciation Schedule under Section H "Claims" on page 10.
The limits in total, for a camera, video camera or personal computer, set of golf clubs, watches, jewellery and for any other item are set out in the Schedule of Benefits. A pair or related set of items - for example, a camera, lenses (attached or not), tripod and accessories or a chain and pendant - are only one item for this purpose.
Section E2 - Emergency Luggage
No excess applies to claims under this benefit.
When Does The Cover Begin And End?
The cover under this benefit begins when you leave on your trip and ends when you return to your home in Australia or when the period of insurance ends, whichever happens first.
What Is Covered?
We will cover you towards the cost of purchasing essential articles such as clothing, toiletries and personal requisites if your accompanied luggage is delayed, misdirected or temporarily misplaced by the carrier for a period in excess of 12 hours during your trip. If your luggage is not recovered, the amount paid by us for the loss will be reduced by the total of any amounts paid for under this section.
What Is The Most We Will Pay?
The most we will pay under this benefit, is the amount set out in the section in the Schedule of Benefits. If after 72 hours your delayed luggage is still missing, the applicable limit for this benefit are doubled.
Section F - Personal Liability
You must read Section G together with the General Exclusions, as these may affect your cover.
Section F1 - Personal Liability
When Does The Cover Begin And End?
The cover under this benefit begins when you leave on your trip and ends when you return to your home in Australia or when the period of insurance ends, whichever happens first.
What Is Covered?
We will pay you for your legal liability to pay damages or compensation because your negligence during the trip causes:
(a) injury to a person who is not a member of your family or travelling party; or
(b) loss or damage to property that is not owned by you or a member of your family or travelling party, or which is not in your or their custody or control.
We will also pay your legal costs in relation to that liability, but only if you get our consent before you take or are involved in any legal action.
What Is Not Covered?
1. There is no cover for any liability:
(a) arising out of your trade, business or profession; or
(b) for injury to an employee arising out of, or in the course of, their employment by you; or
(c) arising out of your unlawful, wilful or malicious act; or
(d) arising out of your ownership, possession or use (including as a passenger) of a mechanically propelled vehicle, or any aircraft or watercraft, or firearm; or
(e) arising out of you passing on an illness or disease to another person.
What Is The Most We Will Pay?
The most we will pay under this benefit, is the amount set out in that section of the Schedule of Benefits. The applicable limit is a combined total for your liability and your costs.
You must do everything reasonable to prevent a loss from occurring or, when a loss has occurred, from making the loss worse.
In the event of a claim you must:
(a) notify us promptly of a claim and complete a Claim Form;
(b) give us any documents, letters or notices relating to a claim or possible claim, medical certificates, itemised medical accounts, original receipts, rental agreements, repair quotes, ticket and luggage checks or information that we reasonably ask for. This will be at your expense;
(c) forward immediately any letters or documents you receive from anyone else relating to a potential claim;
(d) not make any promise or offer of payment, or admit fault to anyone, or become involved in any litigation in respect of an event that may result in a claim under this policy, without our consent;
(e) in the event of a claim caused by any medical condition, obtain evidence from the treating doctor as soon as you are aware of signs or symptoms of the condition;
(f ) in cases of theft, damage or loss, report the matter to the police, transport provider, hotel or other authority within 24 hours and obtain a copy of that report; and
(g) report any loss or damage to your accompanying luggage in writing to the carrier within 3 days and send to us a property irregularity report, along with details of any settlement that they make in relation to the loss or damage.
- We may, at our expense, take proceedings in your name to recover compensation or enforce an indemnity against someone else in respect of a loss covered by this insurance in accordance with the law.
- We may refuse to pay a claim under this policy if you do not comply with any condition of this policy.
- We will not pay a claim if your claim is fraudulent.
- If anyone else is legally responsible for your illness, injury or death we may seek compensation from them to recover any costs we have paid or seek reimbursement from you if you receive any payment from any other source for these expenses.
Proof Of Loss
If you make a claim under your policy we will ask you for evidence of the circumstances which gave rise to the claim and proof that you have suffered a loss.
If you are claiming for loss of, or damage to any item we will ask you to provide:
- proof that you owned the item; and
- proof of its value and age.
Therefore you should keep all relevant receipts, accounts, valuations and police or medical reports.
We will not pay any claim when the only proof of ownership is
- a photograph; or
- a photocopy of any documentation; or
- a statutory declaration; or
- a copy of the user's manual downloaded from the internet.
If you cannot provide the evidence or proof that we ask for we may not pay you.
Paying The Claim
1. An excess may apply to a claim you make under this policy. The amount of the excess is shown on your Certificate of Insurance. Where applicable we will deduct the excess from any payment we make to you. This excess will be reimbursed to you if we successfully recover an amount exceeding the amount of the excess.
2. Claims will be paid to you or your personal representative in Australian dollars on the basis of the exchange rate that applied at the time of the event that gave rise to the claim. We will not pay more than your actual loss.
3. You must tell us if you are entitled to claim an input tax credit at the time of making the claim. If you do not provide us with this information we may deduct up to 1/11th of the amount otherwise payable in settlement of your claim.
4. If we agree to pay a claim under your policy, this policy covers GST inclusive costs. However, we will reduce any claim payment by any input tax credit you are or would be entitled to for the repair or replacement of insured property or for other things covered by the policy.
5. At the time you make a claim you must tell us if your entitlement to an input tax credit which you have told us:
(a) is incorrect; or
(b) changes from what you have told us, when you extend or vary your policy.
Depreciation
The nominated depreciation rate will apply to each year of age up to a maximum of 80% of the original purchase price of that item.
- 10% Camping, sporting and leisure equipment (not leisure clothing), and musical instruments.
- 15% Clothing, footwear, personal effects, luggage, prescription glasses, sunglasses, costume jewellery and books.
- 20% Personal and or laptop computers, communication, photographic or electronic equipment, iPods, mobile phones, CDs and DVDs.
- 50% Toiletries including skin care, makeup, perfume, medication.
- Items not listed above will also be subject to depreciation at our discretion.
Obtaining a Claim Form
To obtain a claim form contact us. You can help us to speed up the processing of your claim by following the instructions on the Claim Form which will advise you of what documentation you need to provide to support your claim. The completed claim form should be sent to:
QBE Travel Insurance
PO Box 12090, Melbourne VIC 8006
Claims Enquiries: 1300 555 018
Email: travel.claims@qbe.com
Claims Service Standard
Our claims service standard is to settle your claims within 10 working days upon the receipt of a completed Claim Form and all necessary supporting information. If more information is required we will contact you within 10 working days.