Travel Insurance FAQs

These FAQ’s should be read in conjunction with the Product Disclosure Statement (PDS). You should consider the PDS for the terms, limits, conditions and exclusions before making a decision about whether to acquire or to continue to hold this insurance.

As a standard exclusion under all policies, the country you are travelling must not be subject to a Do Not Travel advice on the Smartraveller website at the time you purchased the policy. This is regardless of any exemption you may have received to travel and your ability to purchase a policy.

We have outlined the most commons scenarios here. Please contact us if you have any questions or require any further information. Customers always have a right to lodge a claim for consideration against the terms and conditions of the policy and the individual circumstances.

Am I covered if I need to quarantine once I enter a region/country based on the government or state regulations?

Am I covered for medical expenses if I am diagnosed with COVID-19 during my trip?

• Australia – No medical cover is included on this plan.

• International – Yes, the Top Cover plan includes unlimited* overseas medical expenses, for reasonable costs you incur due to COVID-19. There is no cover under the Essentials Cover or Basic Cover plans.

• Annual Multi-Trip – No, no COVID-19 benefits are available on this plan.

Am I covered for funeral and emergency expenses if I die from COVID-19 during my trip?

• Australia – There is no medical cover included on this plan.

• International – Yes Cover is available on the Top cover plan up to a maximum limit of $20,000 per person. There is no cover under the Essentials Cover or Basic Cover plans.

• Annual Multi-Trip – No, no COVID-19 benefits are available on this plan.

What if I am diagnosed with COVID-19 on my trip and I need to quarantine are my emergency/additional expenses covered?

• Australia – Yes

• International – Yes only on the Top Cover plan. There is no cover under the Essentials Cover or Basic Cover plans.

• Annual Multi-Trip – There are no COVID-19 benefits available on this plan.

Am I covered whilst on my trip if I am deemed a close contact due to a COVID-19 case and I need to quarantine before continuing on with my trip?

• Australia – Yes

• International – Yes, only on the Top Cover plan, up to a total combined limit of $3,500 per listed adult. If you have selected either the Essentials Cover or Basic Cover plans, then no COVID-19 benefits are available.

• Annual Multi-Trip – There are no COVID-19 benefits available on this plan.

What other emergency expenses do you cover?

• Australia – No cover for emergency expenses under Section 21. Refer to Section 23 COVID-19 Additional Expenses.

• International – On the Top Cover plan that indicates covid cover included we cover all reasonable emergency expenses of any insured event that we have accepted cover for under Section 21A. If you have selected either the Essentials Cover or Basic Cover plans, then no COVID-19 benefits are available.

• Annual Multi-Trip – There are no COVID-19 benefits available on this plan.

Am I covered for additional expenses and/or cancellation fees apply if my relative or business partner dies from COVID-19 and I need to cancel my trip or cut my trip short and come home?

• Domestic – Yes, there are limited COVID-19 benefits available, up to a total combined limit of $3,500 per listed adult.

• International - Yes, only on the Top Cover plan. There are limited COVID-19 benefits available, up to a total combined limit of $3,500 per listed adult. If you have selected either the Essentials Cover or Basic Cover plans, then no COVID-19 benefits are available.

• Annual Multi-Trip – There are no COVID-19 benefits available on this plan.

Am I covered for COVID-19 if I am travelling on a multi-night Cruise?

Limited COVID-19 benefits are available only if you have selected ‘Going on a cruise’ option and purchased the Top Cover plan. This cover includes unlimited* benefits for COVID-19 Overseas Medical and Hospital and Emergency Expenses*. Cover is also available for Cancellation Fees and Lost Deposits; Additional Expenses and Special Events; and Travel Delay, to a maximum combined limit of $3,500 per adult (maximum of two adults per policy). Declared dependents are included in the total combined limit for COVID-19 benefits per declared adult.  

Am I covered for cancellation fees and lost deposits apply if I am diagnosed with COVID-19 and I need to cancel my trip or cut my trip short and/or come home?

• Domestic – Yes, there are limited COVID-19 benefits available, up to a total combined limit of $3,500 per listed adult.

• International - If you have selected the Top Cover plan, there are limited COVID-19 benefits available, up to a total combined limit of $3,500 per listed adult. If you have selected either the Essentials Cover or Basic Cover plans, then no COVID-19 benefits are available.

• Annual Multi-Trip – There are no COVID-19 benefits available on this plan.

Am I covered if my travelling companion is diagnosed with COVID-19 and I need to cut my trip short and/or come home?

• Domestic – Yes, there are limited COVID-19 benefits available, up to a total combined limit of $3,500 per listed adult.

• International - If you have selected the Top Cover plan, there are limited COVID-19 benefits available, up to a total combined limit of $3,500 per listed adult. If you have selected either the Essentials Cover or Basic Cover plans, then no COVID-19 benefits are available.

• Annual Multi-Trip – There are no COVID-19 benefits available on this plan.

Am I covered if my travelling companion is diagnosed with COVID-19 and my trip is cancelled?

• Domestic – Yes, there are limited COVID-19 benefits available, up to a total combined limit of $3,500 per listed adult.

• International - If you have selected the Top Cover plan, there are limited COVID-19 benefits available, up to a total combined limit of $3,500 per listed adult. If you have selected the Essentials Cover or Basic Cover plans, then no COVID-19 benefits are available.

• Annual Multi-Trip – There are no COVID-19 benefits available on this plan.

Am I covered if I am not vaccinated and it is a condition of the transport provider that I must be vaccinated before boarding?

No policies provide cover if you do not comply with the ticket conditions of the transport provider.

Am I covered if I am not vaccinated and it is a condition of the country that I must be vaccinated before I enter?

No policies provide cover if you do not comply with the government regulations of the country you are travelling to.

Do cancellation fees apply if I am a permanent employee of the healthcare industry and my employer cancels my leave due to COVID-19?

• Domestic – Yes, there are limited COVID-19 benefits available, up to a total combined limit of $3,500 per listed adult.

• International - If you have selected the Top Cover plan, there are limited COVID-19 benefits available, up to a total combined limit of $3,500 per listed adult. If you have selected the Essentials Cover or Basic Cover plans, then no COVID-19 benefits are available.

• Annual Multi-Trip – There are no COVID-19 benefits available on this plan.

Am I covered under Special Events if my pre-arranged special event is delayed because of COVID-19, which is outside of my control and I need to make alternative arrangements to get to my destination on time?

• Domestic – Yes, there are limited COVID-19 benefits available, up to a total combined limit of $3,500 per listed adult.

• International - If you have selected the Top Cover plan, there are limited COVID-19 benefits available, up to a total combined limit of $3,500 per listed adult. If you have selected the Essentials Cover or Basic Cover plans, then no COVID-19 benefits are available.

• Annual Multi-Trip – There are no COVID-19 benefits available on this plan.

Do I have cover under Travel Delay if my scheduled transport is delayed for more than 6 hours due to COVID-19 related delays and I need to pay additional expenses?

• Domestic – Yes, cover is available with a daily limit of $1,000 per adult and a maximum limit of $3,500 per listed adult.

• International - If you have selected the Top Cover plan, cover is available with a daily limit of $1,000 per adult and a maximum limit of $3,500 per listed adult. If you have selected the Essentials Cover or Basic Cover plans, then no COVID-19 benefits are available.

• Annual Multi-Trip – There are no COVID-19 benefits available on this plan.

Are there additional COVID-19 benefits available if my trip destination is within Australia or New Zealand?

• Domestic – Yes, as outlined below, to the total combined limit of $3,500 per listed adult.

• International - Yes, if you have selected the Top Cover plan, there are additional COVID-19 benefits, as outlined below, to the total combined limit of $3,500 per listed adult. If you have selected the Essentials Cover or Basic Cover plans, then no COVID-19 benefits are available.

• Annual Multi-Trip – There are no COVID-19 benefits available on this plan.

Cancellation Fees and Lost Deposits

If the person you’re due to stay with in Australia or New Zealand is diagnosed with COVID-19, or directed by a local public health authority into a period of quarantine and you are unable to stay with them.

Additional Expenses

If you can no longer stay with the person you planned to stay within Australia or New Zealand because they are diagnosed with COVID-19 and directed to enter a period of quarantine; or

If your pre-paid accommodation in Australia or New Zealand is shutdown or closes as a result of COVID-19.

*unlimited means that generally there is no cap on the maximum dollar amount which may be paid out of this benefit, subject to the specific terms and conditions, sub-limits and exclusion apply to this benefit. This benefit covers reasonable overseas medical and hospital costs as a result of an injury (including arising from a terrorist act) or illness occurring which first shows itself during your period of insurance. Benefits may be paid up to 12 months from the time you received treatment for the injury or illness, but only for reasonable expenses incurred during that time. All medical treatments must be provided by your treating doctor or our consulting medical officer. You must notify us as soon as practicable of your admittance to hospital.
^This cover is per policy
& Policy criteria and conditions apply

Refunds for travel insurance policies impacted by COVID-19 

These FAQs are for customers who have received an email in relation to a travel insurance policy for travel between 31/01/2020 and 31/10/2021 dates only. If you have not received an email and are wishing to enquire about a refund or any other aspect of your policy, please see our general FAQs or contact us on 02 9225 7599.

Why did I receive this email?

The COVID-19 pandemic caused widespread disruption to domestic and international travel. This included border closures and Do Not Travel directives from governments that prevented travellers from embarking on trips they had planned. These disruptions could have meant that you did not require coverage under the travel insurance policy you purchased for part or all of your travel.

Customers who purchased a travel insurance product distributed by World2Cover but were unable to travel due to a travel ban imposed by the Australian Government or border closures by State or Territory Governments, may be eligible for a full or partial refund of their premium. This is in line with expectations issued by the Australian Securities and Investments Commission (ASIC).

World2Cover and Tokio Marine encourage all customers who purchased a travel policy that included coverage during a travel ban period and may not have received the benefit of the policy, to check their eligibility for a premium refund.

Who is Tokio Marine and why are they involved in this process?

World2Cover Travel insurance is issued by Tokio Marine & Nichido Fire Insurance Co. Ltd (Tokio Marine) ABN 80 000 438 291, AFSL 246548

Tokio Marine underwrites World2Cover Travel Insurance and provides the global emergency assistance and claims handling services offered in our policies and as detailed in the accompanying PDS. Tokio Marine will be managing the refunds process in their system and processing any refunds to World2Cover customers.

Am I eligible for a refund?

To find out if you are eligible for a refund:

1. Click the link in the email you were sent to take you to the fully secured refund calculation portal where you will be prompted to complete an identification check.

2. Answer a series of questions to determine if you are eligible for a refund; and

3. If you are eligible for any kind of refund, you will be advised on the portal and requested to provide your bank details so that payment can be processed (you will need your BSB and Account Number) within 3-6 weeks.

Frequently Asked Questions

Q How do I know if I am eligible?

A This offer is only available if you purchased a World2Cover Travel Insurance product underwritten by Tokio Marine (World2Cover Travel Insurance Policy) and were unable to travel due to your travel dates falling into the international ‘do not travel ban’ period, issued by the Australian government, or for domestic border closures imposed by state or territory governments.

Q What if I have travelled?

A If you have not been prevented from travelling due to an Australian government issued travel ban, you will not be entitled to a refund as you would have had the benefit of the travel policy, subject to terms and conditions.

Q I already made a claim and have been successful, can I still apply for a refund?

A If you have made a claim under your World2Cover Travel Insurance Policy and have been successful, you will not be entitled to a refund.

Q What if I need to make a claim under the Policy?

A If you intend to make a claim under your World2Cover Travel Insurance Policy, you will not be entitled to a refund unless it is determined that your policy was not effective on the basis of the travel ban. In other words, if you have a claim made on a valid policy in operation, you should not apply for a premium refund as you had the benefit of the policy.

Q How is my refund calculated?

A The amount of your refund will be calculated based on the duration for which you did not have the benefit of your World2Cover Travel Insurance Policy via the eligibility question set. If you have any queries or concerns with your assessment, please email us at [email protected] we will forward your questions to Tokio Marine for response.

Q How long will the refund take?

A Payments will be processed within 3-6 weeks where possible of you completing the refund request and will be deposited into your nominated bank account. Your bank statement will show the deposit from Tokio Marine.

I still have questions, who can I contact?

A If you still have questions, please contact our team by emailing [email protected] and we will reply as quickly as possible.

How do I know if my insurance policies are eligible for a refund?

If you are eligible for a refund, we will contact you on the contact details you supplied when you purchased your policy.

What if my contact details have changed since I purchased my policy?

Please contact our Customer Services Team at + 61 2 9225 7599 during 9am - 5pm AEST and provide them with your updated contact details. If you are eligible, you will receive an email with the link to the secure portal to your new email address.

Why is W2Cover issuing a refund?

The terms of the discount during the promotional period up until April 2023 lacked clarity for those policies purchased which included a second adult traveler with a medical premium loading. Part of the premium is being refunded to ensure that affected customers receive the discount that they may have understood applied.

How is my refund calculated?

If eligible, you will be refunded the portion of premium you paid, reflecting the discount that you may have understood to have applied, plus interest. This will be set out in our letter we send you.

Who is the insurer and why are they involved in this refund process?

Tokio Marine & Nichido Fire Insurance Co., Ltd (Tokio Marine & Nichido) ABN 80 000 438 291, AFSL 246548 is the insurer and issuer of World2Cover travel insurance product and owns the ‘World2Cover’ brand. The insurer has conducted a review of any pricing or discount promises made in relation to its products. As a result, where applicable, they have undertaken a ‘Pricing Promises remediation’ and is issuing a refund to the eligible customers, to make things right for its customers, and to ensure it provides financial services efficiently, honestly and fairly according to the relevant laws and regulations. The insurer will be managing the refunds process in their system.

How long will it take to receive the refund?

We aim to process your refund payment into your nominated account within 30 days of you completing the online refund form, using the secure link provided.

Is it secure to provide bank account details requested in the email from W2Cover?

For your security you will be provide with a secure link to access the online refund form. The Customer Services Team will not be able to take your bank account details over the phone or via email and you will be required to enter your account details within this secure portal, using the secure link, to the online refund form sent in your email. Only those details provided in this online refund form will be used.

What if I have submitted incorrect bank account details on my secure refund form?

Please contact our Customer Services Team as soon as possible on + 61 2 9225 7599 during 9am - 5pm AEST and advise them of this error.

I still have questions, who can I contact?

Please contact our Customer Services Team at + 61 2 9225 7599 during 8am – 9pm Mon – Fri, 9am – 6pm Sat & Sun AEDT

Travel insurance helps protect you from the financial burden of unforeseen circumstances that occur from the moment you purchase your policy up to the point you come back home and of course while travelling overseas or domestically. Travel insurance can provide cover for unexpected expenses of a wide range of unforeseen, unintended, and unexpected incidents or injury caused by an identifiable external event on your trip.

For instance, travel insurance may cover you for cancellation fees and lost deposits^# related to illness and accidents, as well as unforeseen circumstances beyond your control such as cancelled flights due to cyclones^#. You could also be reimbursed for travel agent’s cancellation charges or your lost frequent flyer points^&.

At World2Cover, we want to ensure we can help during these events and make your holiday as stress-free as possible, particularly when you are overseas.

For example, our team will help you in an overseas emergency medical situation by keeping you in touch with your family and colleagues. We can also help you locate embassies and consulates around the world for other overseas emergency situations.

To find out more about the benefits of travel insurance, visit the Department of Foreign Affairs and Trade website.

For full details, including the terms, conditions, limits and exclusion that apply please read the World2Cover product disclosure statement.

Travel insurance can provide you with added peace of mind when you are travelling. Some of the benefits provided by World2Cover travel insurance are:

• Overseas medical and hospital expenses – ^$unlimited** cover for medical and hospital costs due to an injury which occurred during your trip
• Cancellation fees and lost deposits^# – the cost of pre-paid travel and accommodation arrangements when your travel is cancelled or cut short due to events beyond your control and covered by your policy.
• Luggage^# and personal money – repair costs of damaged items, as well as replacing or reimbursing your belongings (including cash) if they are lost, stolen or damaged (sub-limits and conditions apply).
• Travel delay^# – additional accommodation, meal, and travel expenses if your scheduled transport is delayed for at least 6 hours outside your control (policy conditions limit and sub limits applied).

Please refer to the table of benefits in the Product Disclosure Statement for further details, including the terms, conditions, limits and exclusions that apply.

All World2Cover overseas policy options provide worldwide emergency medical assistance 24-hour/7 days a week, and ^$unlimited^** overseas medical expenses (conditions, sub-limits and exclusions apply). We offer several policy options with varying benefits and limits for international travel and a policy for domestic travel including rental car excess# cover.

When travelling with your dependent children, grandchildren, step-children and foster children, we cover them at no additional cost (unless they have a declared existing medical condition), provided they are travelling with you 100% of the time, are up to the age of 25, are financially dependent on their parents, are not working full time, and do not require a medical assessment.

We offer levels of cover that each come with their own set of benefits. For example, if you choose to purchase the Top Cover plan, domestic pets^^# are also covered under your policy^&. With certain restrictions∆, top cover travel insurance covers up to $650 if your pet suffers an injury during your journey and requires veterinary treatment (provided that at the time of injury your pet was in the care of a relative, friend or boarding kennel or cattery. Yes, that means your furry little friend is protected as well.

∆We will not cover you for Any boarding kennel or cattery fees incurred outside of Australia, any pets located outside of Australia and all General Exclusions apply, please refer to our Product Disclosure Statement 

World2Cover travel insurance does not cover every event and circumstance and there may also be limits to those we do cover. We have listed exclusions that apply to all our travel insurance options in either the specific section and/or the General Exclusion section of our Product Disclosure Statement.

There is a Benefits table for each of the specific levels of cover as well as for the policy options and add-ons.

For the full list of exclusions and the benefit limits and sublimits, please read the Product Disclosure Statement.

World2Cover Travel Insurance is issued by Tokio Marine & Nichido Fire Insurance Co., Ltd (Tokio Marine & Nichido). ABN 80 000 438 291, AFSL 246548 is the insurer and issuer of this policy and PDS. We also have an APRA authorisation to conduct general insurance business in Australia.

Our managing agent and representative, Tokio Marine Management Australia Pty. Ltd. ABN 69 001 488 455 (TMMA), is authorised under a binder and managing agent agreement to act on our behalf to issue our policies and handle and settle claims in relation to those policies, subject to the terms of the authority.

As well as Travel Insurance, Tokio Marine & Nichido also work with the general insurance market through insurance brokers and provide insurance for commercial and corporate businesses in Australia since 1963. Tokio Marine & Nichido was founded in 1879 in Japan, operates in multiple countries and employees thousands of people worldwide.

Our Australian Head Office is based in Sydney as per our Call Centre, Sales and Claims department. World2Cover is an awarded travel insurance provider by Canstar in 2022 and from 2016 to 2019 for Outstanding Value International Travel Insurance and by Mozo for Travel Insurance of the Year in 2018 and 2019.

For all customer service enquiries including existing medical assessments you can easily go on our website world2cover.com.au or call us on 02 9225 7599 - Our hours are 8am to 9pm Monday to Friday & 9am to 6pm Saturday and Sunday.

Cover is available to:

Australian residents up to 75 years of age, provided:

• You purchase Your policy before You begin your trip; and
• for International cover Your trip begins and ends in Australia; or
• for Domestic cover Your trip must be wholly within Australia.

Temporary residents up to 75 years of age, provided:

• You hold a current Australian Visa (not a tourist, study or working holiday visa) that will remain valid beyond the period of Your return from Your trip; and
• You hold a return ticket; and
• You have a primary place of residence in Australia that You intend to return to; and
• You purchase Your policy before You begin Your Trip; and
• for International cover Your trip begins and ends in Australia; or
• for Domestic cover Your trip must be wholly within Australia.

This is an online set of medical questions (assessment) which you will need to complete if you wish to apply for travel insurance but have Existing Medical Conditions which are not automatically covered under the policy. You can complete this as part of your travel insurance quote at www.world2cover.com.au or call 02 9225 7599 Monday to Friday 8am-9pm and Saturday & Sunday 9am-6pm for additional assistance. Upon completion of this assessment we will inform you if the Existing Medical Condition is covered and any additional premium payable.

An Existing Medical Condition means any medical or physical condition, disorder, disease, disability or illness, including any Mental Illness, which You at the Relevant Time, were aware of, or a reasonable person in the circumstances could be expected to have been aware of, and the Relevant Time:

1. is chronic, ongoing, terminal, or has affected or involved one or more of the following:
   1. heart, circulatory system, lungs or respiratory system, brain, kidneys, liver, or cancer;
   2. surgery involving the back, neck, joints, or abdomen; or
2. In the last 12 months had:
   1. presented symptoms which would have caused an ordinarily prudent person to seek medical opinion or treatment;
   2. become exacerbated or complicated; or
   3. been diagnosed, treated or treatment was recommended by a Treating Doctor.

This definition applies to You, Your Travelling Companion, a relative or any other person. If you would like more information in relation to Existing Medical Conditions, please read the PDS or call 02 9225 7599.

Capitalised terms used above are defined in the PDS which can be viewed here.

This section outlines those Existing Medical Conditions automatically included, where You, at the Relevant Time:

• have not required hospitalisation or treatment (where treatment does not include an annual or routine medical check-up, blood testing or a visit to a medical practitioner to obtain a regular prescription) by any Treating Doctor within the last 12 months (unless a different time-period is specifically listed in the list below) for the Existing Medical Condition;
• are not awaiting the outcome of any investigation, tests, surgery or other treatment for the Existing Medical Condition; and
• meet any additional criteria set out in the Existing Medical Conditions we automatically cover list below.

Please also read the “General Exclusions” section of the PDS which can be viewed here.

If the criteria above are satisfied, cover is automatically included for the following Existing Medical Conditions:

1. Acne
2. Allergies limited to Rhinitis, Chronic Sinusitis, Eczema, Food Intolerance, Hay Fever, however this excludes any Anaphylaxis as part of any such condition
3. Asthma providing You:
   • have no other lung disease; and
   • are less than 60 years of age at the time You purchased the policy
4. Bell’s Palsy
5. Benign Positional Vertigo
6. Bunions
7. Carpal Tunnel Syndrome
8. Cataracts
9. Coeliac Disease
10. Congenital Blindness
11. Congenital Deafness
12. Diabetes Mellitus (Type 1) providing You:
    • were diagnosed over 12 months ago; and
    • have no eye, kidney, nerve or vascular complications; and
    • do not also suffer from a known cardiovascular disease, Hypertension or Hypercholesterolaemia; and
    • are under 50 years of age at the date of policy purchase
13. Diabetes Mellitus (Type 2) providing You:
    • were diagnosed over 12 months ago; and
    • have no eye, kidney, nerve or vascular complications; and
    • do not also suffer from a known cardiovascular disease, Hypertension or Hypercholesterolaemia; and
    • are under 50 years of age at the date of policy purchase
14. Dry Eye Syndrome
15. Epilepsy providing:
    • there has been no change to Your medication regime in the past 12 months and
    • You are on no more than one anticonvulsant medication
16. Gastric Reflux
17. Gastric/Peptic Ulcer
18. Glaucoma
19. Gout
20. Graves’ Disease
21. Hiatus Hernia
22. Hip/Knee replacement if performed more than 12 months ago but less than 10 years ago
23. Hypercholesterolaemia (High Cholesterol) providing You do not also suffer from a known cardiovascular disease and/or Diabetes
24. Hyperlipidaemia (High Blood Lipids) providing You do not also suffer from a known cardiovascular disease and/or Diabetes
25. Hypertension (High Blood Pressure) providing You do not also suffer from a known cardiovascular disease and/or Diabetes
26. Hypothyroidism, including Hashimoto’s Disease
27. Incontinence
28. Insulin Resistance
29. Macular Degeneration
30. Meniere’s Disease
31. Migraine
32. Nocturnal Cramps
33. Plantar Fasciitis
34. Raynaud’s Disease
35. Sleep Apnoea
36. Solar Keratosis
37. Trigeminal Neuralgia
38. Trigger Finger

If your existing medical condition meets the automatically covered conditions criteria, there is nothing further you need to do in order to be covered for that condition.

If your existing medical condition does not meet the automatically covered conditions criteria, and you want cover for this, you must complete a medical assessment to assess whether we can accept this risk and what, if any additional premium is payable by you, to have that condition specified on your policy.

Please also read the “General Exclusions” section of the PDS which can be viewed here.

If you have a condition that is on the list of existing medical conditions we automatically cover and you meet the criteria for the condition, we do not consider 'treatment' to include things such as an annual or routine check-up with your medical practitioner, blood testing or a visit to a medical practitioner to obtain a regular prescription.

Treatment is therefore anything that falls outside of these things or where there has been a deterioration in your condition or a requirement for any further investigation.

Please refer to any specific criteria for coverage for an automatically covered existing condition and ensure you meet all of these to obtain cover.

If You have an Existing Medical Condition that is not automatically covered above and You want cover for this Existing Medical Condition, You will need to complete Our online medical assessment so that We can assess whether:

1. We can cover the Existing Medical Condition – in which case additional Premium may be payable and the Existing Medical Condition will be listed on Your Certificate of Insurance; or
2. We can’t cover the Existing Medical Condition – in which case, the Existing Medical Condition that has not been accepted will be listed on Your Certificate of Insurance.

You will need to complete an online medical assessment. You can complete this as part of Your travel insurance quote at www.world2cover.com.au or call (02) 9225 7599 for additional assistance.

Please also read the General Exclusions which apply in addition to any limitations set out above.

Our policies provide cover for pregnancy in limited circumstances.

What is covered

Cover is included automatically up to the end of the 25th week of pregnancy for:

1. Single non-complicated pregnancies;
2. unexpected pregnancy complications; and
3. childbirth which was accelerated by accidental injury in limited circumstances.

Please see further information below.

You will need to apply for cover if at the Relevant Time, You know You are pregnant and are aware of, or a reasonable person in the circumstances could be expected to have been aware of, any of the following:

1. there have been complications with this or a previous pregnancy,
2. You are expecting a multiple pregnancy (such as triplets or twins), or
3. You have an Existing Medical Condition which could have an adverse impact on Your health.

Pregnancy Complications

Pregnancy complications are considered Existing Medical Conditions and need to be disclosed and assessed if You want cover for these conditions whilst on Your Trip. Pregnancy complications include those that occur during pregnancy or may be caused by Existing Medical Conditions that already existed prior to the pregnancy, such as previous high risk of miscarriage, gestational diabetes, hyperemesis (severe morning sickness) or pre-eclampsia. Please refer to the Existing Medical Conditions We need to assess section above.

What is not covered

There is no cover for:

• pregnancy complications occurring from the 26th week of gestation , or as described in the section above (Pregnancy Complications) unless such complications are specifically accepted by Us and noted on Your Certificate of Insurance;
• childbirth at any stage of the pregnancy, other than as a result of an Accident occurring prior to the end of the 25th week of Your pregnancy which causes You to give birth prematurely;
• the health or care of a newborn child, irrespective of the stage of pregnancy when the child is born; or
• regular antenatal care.

We recommend that You contact Your Treating Doctor and obtain written confirmation that You are fit to travel before commencing Your planned Trip. Please see the Changes in Your health section below, which outlines conditions to Our cover.

If You are unsure whether You need to complete a medical assessment for Your pregnancy, please call 02 9225 7599 for additional assistance.

Please refer to ‘General Exclusions’ in the PDS which apply to all sections of cover.

If before starting Your Trip You become aware of, or a reasonable person in the circumstances could be expected to have become aware of, a change in Your health:

• that has, or is likely to have, an effect on the diagnosis, severity, or management of an Existing Medical Condition, such as a change in treatment, medication or dosage, a new symptom or change of a condition of an Existing Medical Condition, that We have accepted on Your Certificate of Insurance; or
• which is a new medical or physical condition, disorder, disease, disability or illness, including any Mental Illness that manifests itself, and that is not otherwise covered under the ‘Existing Medical Conditions We automatically cover’ section, after the Relevant Time.

You must tell Us as soon as reasonably practicable and prior to starting Your Trip.

We will then assess the condition to determine if We can offer You cover, as outlined in the ‘Existing Medical Conditions We need to assess’ section above. If We consider any change in health no longer satisfies the criteria We offer under the policy because it substantially increases the risk of loss, damage, illness, injury or liability, then We will let you know and decline or withdraw coverage, as applicable, by issuing You an updated Certificate of Insurance with any applicable changes to Existing Medical Conditions that are or are not covered by the policy.

If We withdraw or decline cover for the condition and You decide to cancel Your Trip as a result, cover is available under ‘Section 1 Cancellation Fees and Lost Deposits’. Alternatively, if You do not claim and want to cancel Your policy prior to starting Your Trip as a result of this decision, We will refund your premium in full, even if this is outside the cooling off period.

If You fail to tell Us about a change in Your health as set out above, We may refuse coverage or refuse to pay Your claim, in whole or in part, subject to our rights under section 54 of the Insurance Contracts Act 1984 (Clth) to the extent that We have been prejudiced as a result of your failure to notify Us. We may also be entitled to cancel Your policy under section 60 of the Insurance Contracts Act (Clth).

Please also read the “General Exclusions” section of the PDS which can be viewed here.

Cover is included for your dependent children, grandchildren, step-children and foster children, at no additional cost (provided they do not require cover for an existing medical condition), and they meet the following criteria:

• aged 25 years or younger at the time You buy Your policy;
• financially dependent on their parents or grandparents and not working full time;
• travelling with You for Your entire Trip;
• listed on the Certificate of Insurance as Your Dependant; and
• whilst on Your Trip, is dependent on an Adult listed on Your Certificate of Insurance.

If they meet the above criteria and you choose our Ski and Winter Sports option or our Cruise option, they’ll be covered for this as well. If you have omitted to list them, please contact us as soon as possible on 02 9225 7599, Mon-Fri 8am to 9pm, Saturday to Sunday 9am to 6pm or email us at [email protected].

Unless the benefits table show the sum insured per person, the limit payable for your dependents is included in the total combined sum insured for each listed adult. For example, if an adult has Top cover on a single policy and a claim is made under Section 13 Travel Delay, the maximum amount that may be paid for one adult and their dependent’s combined is $3,000, while a policy with two adults listed with their dependents would have a total combined limit of $6,000. Please note there are other sections of the policy whereby the limits are itemised per person which includes dependent’s individually e.g. funeral expenses in section 2G. Please refer to the Product Disclosure Statement for further details.

Dependent children will be covered for no additional charge if they meet the following criteria:

• aged 25 years or younger at the time You buy Your policy;
• financially dependent on their parents or grandparents and not working full time;
• travelling with You for Your entire Trip;
• listed on the Certificate of Insurance as Your Dependant; and
• whilst on Your Trip, is dependent on an Adult listed on Your Certificate of Insurance.

A dependent can be a child of any Adult listed on Your certificate of Insurance.

The limit for any benefit payable for dependents is included in the insured adult's sum insured. For example, if an adult has Top cover on a single policy and a claim is made under Section 13 Travel Delay, the maximum amount that may be paid for 1 adult and their children combined is $3,000. Please note there are other sections of the policy whereby the limits are itemised per person which includes dependents individually e.g. Funeral expenses in section 2G. Please refer to the Product Disclosure Statement for further details.

Yes, you should list all countries to confirm that cover is available for the countries you are travelling to. You should also check www.smarttraveller.gov.au as we do not provide cover for any country or region which is the subject of a “Do Not Travel“ advisory issued by DFAT prior to you purchasing your policy.

Cover for international and domestic river cruising is included automatically in the policy and you do not need to select the Cruise option to be covered.

If you are going on an ocean Cruise which stops at other countries, you will need to select International Cover and select each country where the cruise stops.

All international cruising will require you to select the Cruise option to be covered while you are on your cruise. An extra premium is payable for cruise cover.

If you are going on an Ocean cruise which is only in Australian waters or calling into ports in Australia you still require a policy which includes medical cover whilst you are on board the ship, as many on-board medical providers on cruises are not registered with Medicare (check with your cruise provider). You will need to select Australian Cruises as your destination. This will then provide you medical and evacuation cover whilst at sea, but not if you go to a medical provider whilst in port in Australia. Please refer to the Product Disclosure Statement for further details.

Please note that no medical cover is included within our Domestic policy and we cannot cover medical costs in Australia. Therefore, the Domestic policy is not suitable for cruises if you require cover for on board medical treatment and evacuation.

An extra premium is payable for the Cruise cover option.

When you buy your policy, we will email your policy documents to you. Your documents include your Certificate of Insurance and your World2Cover Travel Insurance Combined Financial Services Guide and Product Disclosure Statement. It’s a good idea to carry a copy of your policy documents with you when you travel. It is also a good idea to keep them in your email inbox so you can access them if you need to.

Depending on the level of cover selected, cover commences from the date of purchase for the following benefits (if available): Section 1: Cancellation Fees and Lost deposits and Section 10 Financial Default . All other benefits commence on the date your trip commences, as stated on your certificate of insurance.

Please contact us on 02 9225 7599, Mon-Fri 8m to 9pm, Saturday to Sunday 9am to 6pm as soon as you realise the error so that we can review and arrange the amendments where possible. You can also advise us by email at [email protected] with full details of the error and the correct details as per your policy number.

Cancelling within the cooling-off period

You have 21 days from the day You purchase Your policy to decide if the cover is right for You and suits Your needs. If the policy does not meet Your needs You can cancel Your policy within this “cooling-off period” for a full refund, provided You:

• Haven’t started Your Trip; and/or
• Haven’t made a claim; and/or
• Don’t intend to make a claim or exercise any other rights under Your policy.

Simply contact Us on 13 13 29 within the cooling-off period and We can arrange this for You.

Cancellation outside the cooling-off period

If You would like to cancel Your policy outside the cooling-off period then You can request Us to consider this, provided You:

• Haven’t started Your Trip; and/or
• Haven’t made a claim; and/or
• Don’t intend to make a claim or exercise any other rights under Your policy.

We will consider Your request and may at Our discretion provide You with a pro-rated refund. This refund (and Our decision in providing You with a refund which will not be unreasonably withheld) will be based on numerous factors including:

• The level of cover/policy type chosen; and/or
• The date You purchased Your Policy and the date the Trip would have begun; and/or
• Any other extenuating circumstances.

You can extend your policy under certain conditions.

We will extend the term of Your cover for no additional cost if any delay is due to a reason which is covered under Your policy

For other reasons you can apply to extend your Single Trip Policy by phoning us on 02 9225 7599 or sending an email to [email protected] as soon as practicable prior to your original policy expiry date. Extension of cover needs our written approval and you will need to pay any applicable extra premium, if we agree to extend cover. We will issue a new Certificate of Insurance. The period of insurance on your new Certificate of Insurance combined with your previous period of insurance, cannot be longer than a combined maximum period of 12 months. Applications to extend cover are subject to additional conditions – please refer the Product Disclosure Statement for further details.

You cannot extend your cover:

• For any existing medical conditions, unless they are listed in the PDS and you haven’t been hospitalised (including Day Surgery or Emergency attendance) in the past 12 months; or unless declared, accepted and You have paid the appropriate Premium; or
• For any condition you suffered during the term of your original policy; and
• Where you have not advised us of any circumstances that has given (or may give) rise to a claim under your original Policy; or
• Under our Annual Multi-Trip plan

If you make a claim you may be required to pay an excess. An excess is an agreed dollar amount that is subtracted from each and every Insured Event. – see the definitions of ‘Excess’ and ‘Insured Event’ in the PDS for more information. Our standard excess is $200. If you purchase the International Single Trip Top or Essential cover, the Annual Multi-Trip or Domestic Cover policy you can reduced the excess to $100 or $0, for an increased premium at the time of purchase. If you purchase the International Single Trip Basics cover, you can only reduce the excess to $100, for an increased premium at the time of purchase.

Your excess will be shown on your certificate of insurance.

Please see the applicable Product Disclosure Statement for more information.

Unattended means but is not limited to, when an item is not on Your person or under Your control, or the control of Your Travelling Companion, at the time of the loss, theft or damage, or left in a position where it can be taken or damaged without Your or Your Travelling Companion’s knowledge, including on the beach or beside the pool while You swim, in a Public Place or leaving it where You or Your Travelling Companion are unable to prevent it from being unlawfully taken or damaged. Unattended also means leaving an item behind, forgetting the item, walking away from it, or leaving it in a Public Place.

For the full list of exclusions, please read the Product Disclosure Statement.

The maximum days allowed per trip is either 30, 45 or 60 days, depending on the policy you choose. You must select the appropriate number of days that will cover any single trip you may take during the 12-month period at the time of purchase. The days allowed per trip may be able to be increased to a longer duration during the period of the policy and an additional premium will apply.

Please contact us for assistance at 02 9225 7599 - Our hours are 8am to 9pm Monday to Friday & 9am to 6pm Saturday and Sunday.

You are covered for an unlimited number of trips over a 12-month period, provided that each trip is at least 250km from your home and less than the days selected per trip (30, 45 or 60 days).

Your Annual Multi-Trip policy covers you for international trips as well as trips within Australia where the trip is more than 250km from your home up to the maximum trip days selected. If your trip is in Australia, you are not covered for medical, hospital or dental expenses. Other exclusions may also apply. Please read the PDS for further information which can be viewed here.

Most of your policy benefits are per insured adult, however you should read the Product Disclosure Statement for further information. The limits are reinstated after each trip.

Insured adults on the policy can travel alone on a trip. Dependents who are covered under the policy must travel with an insured adult for the whole trip.

In respect of any Annual Multi-Trip plans means the travel You are undertaking and commences from the time You leave Your Home or place of departure to start Your Trip until You return Home or until the end of the Period of Insurance shown on the Certificate of Insurance, whichever is sooner. The length of any one Trip cannot exceed 30,45 or 60 days (depending on the plan chosen) and must be at least 250km from Your Home.

If You have an overseas medical emergency, our medical Emergency Assistance team is available 24 hours a day, 365 days a year to take your call:

While travelling in Japan:

Call 0800-800-9117 (toll free) or if mobile access is restricted call 03 6228 5881 (local number in Japan)

For other overseas destinations:

Call +61 2 8055 1683 (reverse charges accepted from the overseas operator) while travelling in all other countries.

No, our policies cover reasonable overseas medical costs only and there is no medical, hospital or dental cover on a Domestic policy or for medical expenses incurred in Australia, or on an International policy following your return to Australia. As a general insurer we are unable to pay medical costs in Australia and this includes any gap payments on any Medicare or private health insurer items.

Claims can be lodged either online at world2cover.com.au/how-to-claim under the “how to claim“ tab, by phone, or by email. If lodging by phone or email the applicable claim form will be provided for completion together with details of the documentation that needs to be provided.

Providing the information needed helps Us to make a timely and accurate decision about Your claim. You can contact Us either during your trip or once you have returned and we will guide you through the process. We will not be able to process Your claim unless you provide Us with all of the necessary information. Full details should be submitted within 30 days of your return.

For all claims, evidence of the medical condition treated, incident or loss must be supported by the relevant documentation e.g. police report, medical report, receipts, proof of ownership etc. If you cannot provide it, then We may reduce or refuse to pay your claim. Any costs or expenses associated with obtaining these items documents will be at Your own cost.

Web: world2cover.com.au/how-to-claim

Phone: 02 9225 7599

Email: [email protected]

Mail:
World2Cover Claims
GPO Box 4616
Sydney 2001

If you are not hospitalised or you are being treated as an outpatient and the total cost of any consultation or treatment will exceed AUD $2,000, you or a member of your travelling party, should contact us as soon as reasonably practicable. If you do not contact us, and incur costs without our consent, we may limit the amount payable under a claim, to the amount we would have paid towards any expenses (including medical) or for any evacuation/repatriation or airfares that have not been approved or arranged by us..

You will need to keep all your medical reports and receipts from the doctors and or hospital. These documents will be needed to support your claim when it is lodged.

Our medical emergency team is available 24 hours a day, 365 days a year to take your call.

While travelling in Japan:

Call 0800-800-9117 (toll free) or if mobile access is restricted call 03 6228 5881 (local number in Japan)

For other overseas destinations:

Call +61 2 8055 1683 (reverse charges accepted from the overseas operator) while travelling in all other countries.

For all claims You must let Us know of your claim as soon as possible, full details should be submitted within 30 days after your return Home either by:

• Online claim form on the How to Claim tab on our website, or
• Calling Us on  +612 9225 7599 - Our hours are 8am to 8pm Monday to Friday & 9am to 6pm Saturday and Sunday, or,
• Emailing Us at [email protected], or,
• Writing to Us at World2Cover Claims, GPO Box 4616, Sydney NSW 2001.

Once we have received the notification of your claim, we will advise you what information we require and guide you through the claims process.

If you have an overseas medical emergency, you should contact our Emergency Assistance team for help. Our team is available 24 hours a day, 365 days a year to take your call.

While travelling in Japan:

Call 0800-800-9117 (toll free) or if mobile access is restricted call 03 6228 5881 (local number in Japan)

For other overseas destinations:

Call +61 2 8055 1683 (reverse charges accepted from the overseas operator) while travelling in all other countries.

If You are hospitalised, You, or a member of Your travelling party, must contact Us as soon as possible. If You do not, then to the extent permissible by law, We will not pay for any expenses or for any evacuation/repatriation or airfares that have not been approved or arranged by Us.

If you are not hospitalised but you are being treated as an outpatient and the total cost of any treatment will exceed AUD $2,000, you must contact us. We will not pay for any expenses that they have not approved.

You will need to keep all your medical reports and receipts from the doctors and or hospital. These documents will be needed to support your claim when it is lodged.

It is always a good idea to register your details with Smart Traveller before your depart, at www.smarttraveller.gov.au.

Interpreting Services

We are pleased to offer assistance in the following ways if you need help understanding any aspect of your travel insurance policy or claim in your language.

Contact us by phone

Our team has access to many languages to assist you directly. Call us on (02) 9225 7599

Contact Translating and Interpreting Services

Translating and Interpreting Services (TIS) are available 24/7 and their interpreters speak over 160 languages. They're available over the phone and in person.

Book an appointment with TIS, or call them on 131 450. This is a free service.