Frequently asked questions
Call emergency services in your location immediately if your condition is life threatening.
Otherwise, call us on +61 7 3305 7499 (overseas) or 1800 010 075 (within Australia). Additional charges may apply for any calls made from mobiles, public telephones or hotel rooms.
If you receive medical treatment overseas, you can either:
- pay for your reasonable medical bills and submit a claim for reimbursem*nt or
- submit the account with your claim form to Allianz Global Assistance to pay the provider directly.
In both scenarios, the expenses will be reviewed to determine if coverable by the policy.
Medical expenses must be incurred on the advice of a Medical Adviser. Make sure that you obtain a detailed medical report outlining the condition treated and treatment received.
If your claim relates to an expense arising from injury, sickness or death, our claims assessor may request additional information from you including a Medical Certificate completed by the patient’s usual treating doctor.
An excess is an amount which may be deducted from any claim payment we make to you. The following excess types may apply to your policy:
Base excess
Every travel insurance policy has a base excess, which will be shown on your Certificate of Insurance. It'll apply to all insured events causing a claim, except under certain benefits. Refer to the Excesses section of the Product Disclosure Statement (PDS) for the benefits that don’t have an applicable excess.
When buying your policy, you’ll have the option to choose your base excess amount. You may vary the base excess on any of our plans by choosing to:
- pay an additional premium to decrease the base excess or
- reduce the premium you pay for your policy by increasing the base excess.
Medical excess
If you have a pre-existing medical condition we agree to cover, you may need to pay a medical excess. You’ll pay your chosen medical excess instead of and not in addition to your chosen base excess for claims resulting from your assessed medical conditions. We’ll inform you in writing if a medical excess applies. Any applicable medical excess will be shown on your Certificate of Insurance.
Additional excess
Some benefits attract an additional non-removable excess which is applied on top of the base excess.
Snow and Adventure packs have an additional excess of $500 per pack meaning you’ll need to pay a $500 excess in addition to your chosen base excess for Overseas Medical & Hospital Expenses or Cancellation claims resulting from your participation in snow sport or adventure activities. Refer to the Excesses Section of the PDS for more information.
In most cases, we’ll deduct any excesses from your claim payment. If you have to pay any excesses, we’ll let you know during the claims process. You can find out what excesses may apply to you in the PDS and in your policy documentation (Certificate of Insurance).
Yes, all applicable excesses apply to all events that cause a claim. You can find out what excesses may apply to you in the PDS and in your policy documentation (Certificate of Insurance).
Medical cover ends when you’re safely repatriated home to Australia, after which the local healthcare system will assist you with the support you need.
We 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 or part thereof, you can request a review. Ifyou're still not happy with the outcome of your claim, you can have your situation reviewed as part of the Allianz Global Assistance internal dispute resolution (IDR) process. Refer to the Product Disclosure Statement (PDS) under the heading ‘Complaints and disputes’ for more details.
Our Client Services Department contact details are:
1300 725 154
Allianz Client Services
Level 16, 310 Ann Street
Brisbane, QLD 4066
If you’re not satisfied with our response or you feel your matter isn’t resolved, you can refer your complaint or dispute to the Australian Financial Complaints Authority (AFCA). AFCA provides a free and independent dispute resolutions service for consumers who have general insurance disputes falling within its terms.
AFCA’s contact details are:
Email AFCA
1800 931 678
Australian Financial Complaints Authority
GPO Box 3
Melbourne, VIC 3001
If you would like to apply for a refund, call us on 13 1000.
