Travel Insurance FAQs

Please note:  

  • These FAQs have been prepared by Allianz Global Assistance and where the terms 'us', 'we' or 'our' is used it refers to Allianz Global Assistance
  • The term "PDS" refers to theProduct Disclosure Statement (including Policy Wording)
  • Some words may have special meanings – refer to "OUR DEFINITIONS" in the PDS prior to reading through these FAQs
  • The answers given are only a brief summary – you must read the PDS carefully for complete details of what is covered, and which of the benefits are provided under each Plan. Importantly, please note that exclusions do apply, as well as limits to the cover.   

Please select a category below:

Purchasing a policy

Purchasing a policy

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  • Who can purchase a travel insurance policy?

    Cover is only available if:

    • you are a resident of Australia; and
    • you purchase your policy before you commence your journey; and
    • your journey commences and ends in Australia other than if you have been assigned overseas by the Australian Defence Force.

    For the purposes of this insurance, please refer to the following definitions:

    Journey means travel which begins when you leave home or where you live in your country of assignment to commence your travel and ends when you arrive back home, or where you live in your country of assignment, or at a hospital or nursing home in Australia (if you are evacuated or repatriated), whichever is earlier.

    Country of Assignment means the country to which you have been assigned by the Australian Defence Force.

  • How far in advance can I buy my travel insurance policy?

    You may purchase a travel insurance policy up to 12 months prior to your departure date.

    • For single trip cover
      Cover for Sections 2.1 Cancellation Fees & Lost Deposits and 2.2 Travel Services Provider Insolvency begins from the issue date shown on your Certificate of Insurance and finishes at the end of your journey or on the end date shown on your Certificate of Insurance whichever occurs earlier. The cover for all other sections starts at the beginning of your journey or the start date shown on your Certificate of Insurance, whichever occurs later, and finishes at the end of your journey or on the end date shown on your Certificate of Insurance whichever occurs earlier.

    • For multi-trip cover
      Cover for Sections 2.1 Cancellation Fees & Lost Deposits and 2.2 Travel Services Provider Insolvency begins on the start date shown on your Certificate of Insurance or the date you booked your journey, whichever is the later and finishes at the end of your journey or on the end date shown on your Certificate of Insurance whichever occurs earlier. The cover for all other sections starts at the beginning of your journey or the start date shown on your Certificate of Insurance, whichever occurs later, and finishes at the end of your journey or on the end date shown on your Certificate of Insurance whichever occurs earlier.

    Please note: The maximum period for any one journey under the Multi-Trip Plan is shown on your Certificate of Insurance. You are not covered for any incident or event that arises outside of the maximum journey period you nominated.

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

    Our policies can only be purchased before you commence your journey - this includes where you are leaving from your country of assignment (if you have been assigned overseas) - please refer to FAQ 1 for details of journey and country of assignment. However, if you are overseas other than in a country to which you have been assigned, you are unable to purchase a policy.

  • Am I covered if I work overseas?

    Our travel insurance is designed for the leisure traveller and also business people travelling overseas for business purposes. It is not designed to cover events linked to employment overseas. Please refer to the General exclusions applicable to all sections contained in the PDS. In particular General Exclusion A.7 which excludes claims arising directly or indirectly from, or in any way connected with, you engaging in manual work in conjunction with any profession, business or trade during your journey.

  • If I return from my journey early, do I get a refund?

    If you return early, you do not get a refund. If you do not know how long you will be travelling for, you can buy a policy for a specific period you know you will be definitely away. Before your policy expires, you will need to contact us so that your policy can be extended, if possible, for an additional premium. Please note that some policies do not allow extensions. For restrictions and limitations, please refer to the Extension of cover section in your PDS.

Pre-existing medical conditions

Pre-existing medical conditions

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

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

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

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

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

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


Claiming information

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  • What if it is an emergency?

    For emergency assistance anywhere in the world at any time, Allianz Global Assistance* is only a telephone call away. The team will help with medical problems, locating nearest medical facilities, your evacuation home, locating nearest embassies and consulates, as well as keeping you in touch with your family and work in an emergency. If you are hospitalised, you or a member of your travelling party, MUST contact us as soon as possible. If you do not, we will not pay for these expenses or for any evacuation or airfares that have not been approved or arranged by us. If you are not hospitalised but you are being treated as an outpatient and the total cost of such treatment will exceed $2,000, you MUST contact us. Please note that we will not pay for any hospital or medical costs incurred in Australia. We are available 24 hours a day, 7 days a week. If you are in one of the countries listed below, simply dial the number shown for that country:

    Australia 1800 010 075 Canada 1800 214 5514
    China (North) 10 800 6100434 China (South) 10 800 261 1323
    France 0800 905 823 Germany 0800 182 7635
    Greece 00800 611 4107 Hong Kong 800 900 389
    India 00080 0610 1108 Indonesia 001 803 61 098
    Italy 800 787 451 Japan 0066 3386 1052
    Malaysia 1800 81 5102 Netherlands 0800 023 2683
    New Zealand 0800 778 103 Singapore 800 6162 187
    Spain 900 996 115 Switzerland 0800 561 361
    Thailand 001 8006 121 082 United Kingdom 08000 289 270
    United States 1866 844 4085  

    For all other countries, dial reverse charge (“collect”) via the local operator on +61 7 3305 7499.

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

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

    If you have received medical treatment as an outpatient while overseas and the costs are less than $2,000, you would normally pay for the treatment, obtaining a medical report from the treating doctor and keeping all medical receipts and associated expenses to lodge your claim with us on your return home. You can call our 24/7 team at any time for advice regarding this process.

    If the treatment is likely to exceed $2,000, then you MUST contact Allianz Global Assistance as soon as possible to advise us. Our team will support you through the process of lodging your claim whilst you are travelling. The team will be able to speak with the medical facility in order to advise them of the requirements of the claim process to confirm cover. The team may be able to authorise payment directly to the facility for you.

    You can also contact Allianz Global Assistance should you require any help on medical matters. Please also refer to FAQ 9.

  • Do I have to complete the “Medical Certificate” on the Claim Form?

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

  • I am away for a couple of months - do I have to wait until I am back in Australia to claim?

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

  • What is the excess?

    A standard excess is the amount which will be deducted from any claim paid to you under the sections of your policy to which an excess applies. Some policies allow for a standard excess to be increased (which lowers the premium you have to pay) or decreased which increases your upfront premium. You will be advised which options are available to you at the time you purchase your policy.

  • What happens after I have been evacuated to Australia?

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

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

    Yes, you can still claim. We understand that you might not be able to provide receipts for each and every item. However, you still have to provide evidence of ownership. You may submit photographic evidence in conjunction with warranty cards, manuals, receipts, bank or credit card statements to support your proof of ownership.

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

    We proudly support the General Insurance Code of Practice. The purpose of the Code is to raise standards of practice and service in the general insurance industry. If we refuse your claim you can request a review. If we continue to refuse your claim, you may refer this decision to one of our trained Internal Dispute Resolution Officers, who have appropriate experience, knowledge and authority in relation to complaints handling. If this does not resolve the matter, you may contact the Australian Financial Complaints Authority (AFCA), the industry’s independent external complaints scheme. Please refer to the heading Dispute resolution process in the Important matters section of the PDS.

Disclaimer: Travel insurance is arranged by Defence Health Ltd ABN 80 008 629 481 AFSL 313890. This insurance is issued and managed by AWP Australia Pty Ltd ABN 52 097 227 177 AFSL 245631 trading as Allianz Global Assistance for the insurer Allianz Australia Insurance Limited ABN 15 000 122 850 AFSL 234708. Terms, conditions, limits and exclusions apply. Defence Health, Allianz and/or Allianz Global Assistance do not provide any advice on this insurance based on any consideration of your objectives, financial situation or needs and so will not take into account information obtained through other Defence Health insurance products, including your private health membership or life insurance policies, when providing you with general advice on Travel Insurance products. Where advice is provided by Defence Health Ltd, it is provided on behalf of Defence Health Ltd and not on behalf of the insurer Allianz or its agent Allianz Global Assistance. Allianz and/or Allianz Global Assistance are not responsible for any such advice. Before making a decision please consider the Product Disclosure Statement. We receive a commission which is a percentage of your premium – refer to our Financial Services Guide for details or ask us for more information before you purchase a policy.