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        Frequently Asked Questions

        What is covered?

        You can view the summary of benefits for International and Domestic Travel Insurance and cancellation Cover below:

        Summary of Benefits Tables

        Summary of Benefits

        Maximum Benefit limits

        International One Trip Policy

        International One Trip & Annual Mutli-Trip Policies

        Domestic One Trip Policy

        Domestic One Trip & Annual Multi-Trip Policies

         

        Essential Traveller

        Smart Traveller

        Essential Traveller

        Smart Traveller

        Medical Benefits

        1) Overseas Emergency Medical, Hospital and Dental Expenses

        Unlimited

        Unlimited

        N/A

        N/A

        Emergency Assistance

        Included

        Included

        N/A

        N/A

        2) Cash in Hospital

         

        (a) Daily Amount

        N/A

        $100

        N/A

        N/A

        (b) Maximum Amount

        N/A

        $10,000

        N/A

        N/A

        Cancellation Benefits

        3) Loss of Deposits and Cancellation Charges

        $5,000

        $10,000

        $2,500

        $7,000

        Travel Agent’s Cancellation Fee (sub limit)

        Lesser of $750 or 15% of the refundable amount

        4) Additional Hotel Accommodation and Transport Expenses

        $25,000

        Unlimited

        $10,000

        $15,000

        5) Resumption of Journey (sub limit)

        $3,000

        $3,000

        $3,000

        $3,000

        6) Special Events(sub limit)

        $2,000

        $2,000

        $2,000

        $2,000

        Luggage, Travel Documents and Money Benefits

        7) Luggage, Personal Effects and Travel Documents

        $3,000

        $7,000

        $1,000

        $5,000

        a) Item Limit (each item)

        $500

        $1,000

        $500

        $1,000

        b) Electronic Equipment (sub limit)

        $1,000

        $3,500

        $1,000

        $3,500

        8) Money

        N/A

        $200

        N/A

        N/A

        Delay Benefits

        9) Delayed Luggage Allowance

         

        a) More than 24 hours (sub limit)

        N/A

        $500

        N/A

        $500

        b) More than 72 hours (sub limit)

        N/A

        $1,000

        N/A

        $1,000

        10) Travel Delay Accommodation

        N/A

        $500

        N/A

        $500

        11) Flight Delay

         

        a) More than 4 hour

        N/A

        $100

        N/A

        $100

        b) More than 12 hour

        N/A

        $200

        N/A

        $200

        Accidental Death Benefits

        12) Accidental Loss of Life and Permanent Loss

        N/A

        $25,000

        N/A

        $25,000

        Maximum amount for Children:

         

        (a) Accidental Loss of Life- Children

        N/A

        $1,000

        N/A

        $1,000

        (b) Permanent Loss

        N/A

        $10,000

        N/A

        $10,000

        Additional Benefits

        13) Personal Liability

        $2,000,000

        $3,000,000

        $200,000

        $200,000

        14) Public Transport Hijacking and Kidnapping

         

        (a) Daily Amount

        N/A

        $1,000

        N/A

        N/A

        (b) Maximum Amount

        N/A

        $15,000

        N/A

        N/A

        15) Additional expenses following Accidental Injury or Sickness or Disease

        Unlimited

        Unlimited

        $15,000

        $15,000

        16) Mortal Remains Repatriation

        $10,000

        $10,000

        $10,000

        $10,000

        17) Rental Vehicle Excess

        $3,500

        $3,500

        $3,500

        $3,500

        Selecting your cover:

        Step 1: Choose your geographical region:

        Geographical Region

        Covered Locations Under Each Geographical Region

        1. Worldwide including the Americas and Africa (excluding Cuba)

        All worldwide locations (excluding Cuba for US Citizens). You must select this geographical region if more than 20% of your Journey is in the Americas and/or Africa.

        2. Worldwide excluding the Americas, Africa and Cuba

        UK, Europe, Japan, Hong Kong, China, the Middle East, the Indian Sub-Continent and locations covered by geographical regions 3-5 below.*

        3. South East Asia

        South East Asia and locations covered by geographical regions 4-5 below.*

        4. New Zealand/Pacific Islands Indonesia (including Bali)

        New Zealand, Indonesia (including Bali) the South West Pacific Islands and location covered by geographical region 5 below.*

        5. Australia

        Australia.

        * Geographical regions 2-4 include the Americas (excluding Cuba for US Citizens) and Africa if less than 20% of Your Journey occurs in the Americas (excluding Cuba for US Citizens) and/or Africa.

        Step 2: Choose who will be covered:

        Coverage Type

        Who Can Be Covered

        Individual

        Cover for 1 adult

        Me plus One

        Cover for 2 adults

        Family or Group

        Cover for adults and Children provided You are travelling together on the Journey.

        Children are covered for free under Family or Group cover. There is no restriction on the number of Children covered but all Children must be named on the Policy.

        If You are travelling with Children under Family or Group cover and more than one person claims for any losses arising from one Event, the maximum benefit amount We will pay for those claims is the maximum benefit limit, as shown in the Summary of Benefits Table, multiplied by the number of Adults covered under the Family or Group cover.

        Step 3: Choose Your Plan:

        You can select to be covered for a single trip (One Trip Policy) or for multiple trips during a one year period (Annual Policy). The following table shows the plan options You can choose from:

         

        Essential Plan

        Smart Plan

        One Trip

        correct correct

        Annual Multi-Trip

        incorrect correct

        For Annual Policies, covered Journeys are limited to ninety (90) consecutive days each under an International Policy or forty-five (45) consecutive days each under an Australia Only Policy. For Annual Policies, You must begin Your first Journey within forty-five (45) days of the Issue Date.

        Step 4: Choose Your Policy Excess

        All claims are subject to an excess amount payable by You per claim Event. You select Your Policy excess when You purchase Your Policy. The higher excess option will reduce Your premium.

        Excess Options - International Policies

        Excess Options Australia Only Policies

        $100

        $50

        $250

        $100

        The excess applicable to sections 8 Money and 11 Flight Delay is $25 per Event regardless of which excess option You select.

        Who can be covered?

        Coverage Type

        Who Can Be Covered

        Individual

        Cover for 1 adult

        Me plus One

        Cover for 2 adults

        Family or Group

        Cover for adults and Children provided You are travelling together on the Journey.

        Children are covered for free under Family or Group cover. There is no restriction on the number of Children covered but all Children must be named on the Policy.

        If You are travelling with Children under Family or Group cover and more than one person claims for any losses arising from one Event, the maximum benefit amount We will pay for those claims is the maximum benefit limit, as shown in the Summary of Benefits Table, multiplied by the number of Adults covered under the Family or Group cover.

        What is the age criteria?

        You must at least be eighteen (18) years old when You apply.

        You must not be over the Maximum Age of eighty (80) when you apply for a One Trip Policy or sixty nine (69) when you apply for an Annual Multi Trip Policy.

        What is the cooling off period?

        You have fourteen (14) days from the date We confirmed, electronically or in writing, that You are covered under Your Policy to decide if this insurance meets Your needs. You may cancel Your Policy simply by advising Us in writing within those fourteen (14) days to cancel it. If You do this We will refund any premiums You have paid during this period.

        These cooling off rights do not apply if You have commenced the Journey or You have made or You are entitled to make a claim during this period.

        When is the latest I can purchase my travel insurance?

        You can purchase Your travel insurance on the day Your travel commences, prior to the commencement of Your journey.

        Can I cancel my policy?

        You have fourteen (14) days from the date we confirmed, electronically or in writing, that You are covered under Your Policy to decide if this insurance meets Your needs. You may cancel Your Policy simply by advising us in writing within those fourteen (14) days to cancel it. If You do this we will refund any premiums You have paid during this period.

        These cooling off rights do not apply if You have commenced the Journey or You have made or You are entitled to make a claim during this period. You will not receive a refund if Your policy is cancelled after the 14 day cooling off period.

        Is there a maximum travel period that the travel insurance will cover?

        Yes - the maximum Journey period covered is 180 days under the International Plan or 45 days under the Domestic Plan. If You require an extension to this period of cover, please contact us to discuss Your request.

        Does an excess apply to each claim?

        Yes – the excess is $100 on any claim under the International/Worldwide plans or $50 under the Domestic Plan.

        Does the policy cover trip cancellations?

        Yes – all policies cover trip cancellations in certain circumstances; however please refer to the Combined Policy Wordings and Product Disclosure Statements for a full explanation and defined terms.

        My overseas trip was cancelled due to an unforeseen injury - can I claim?

        Yes – however cover is subject to the policy limits, terms, conditions and exclusions as set out in the Smart Traveller Insurance Combined Policy Wordings and Product Disclosure Statement.

        I suffer from pre-existing medical and physical conditions. Can I claim for Medical/Hospital/Additional Expenses if I need treatment when overseas?

        No – under the International Travel Plan, pre-existing medical conditions are excluded from cover, unless your loss arises from a pre-existing medical condition listed within the automatically covered medical list located at section 6 within in the Smart Traveller Insurance Combined Policy Wordings and Product Disclosure Statement and Financial Services Guide.

        What if I need a doctor?

        Call Chubb Assistance for a referral to a doctor in your local area.

        What if I am hospitalised?

        Call Chubb Assistance and we will immediately take steps to evaluate the care you are receiving and determine what actions must be taken to ensure your safe and speedy recovery.

        What if local medical facilities are not adequate?

        If you are hospitalised in an area where adequate medical facilities are not available, Chubb Assistance will evacuate you to a medical facility capable of providing the required care. A physician supervises evacuations, and when necessary, a medical specialist or nurse will accompany you during the evacuation. An air ambulance will be used when required.

        What happens when I am released from the hospital and still need help?

        When your condition is stabilised and Chubb Assistance has determined that it is medically advisable to bring you home or to a facility near your permanent residence, Chubb Assistance will arrange the repatriation under medical supervision.

        Will Chubb Assistance pay my medical bills?

        Upon acceptance of your claim, Chubb Assistance will guarantee and pay all costs associated with your medical care up to the limits specified in the relevant policy. Chubb Assistance will also medically monitor and evaluate your condition and ongoing medical expenses during your hospitalisation.

        What if I need a lawyer whilst overseas?

        Call Chubb Assistance for legal referrals.

        What do I do if my luggage is lost or stolen?

        Immediately report any luggage loss or damage to the airline or carrier involved and submit a claim to them. In some instances they may be responsible for the damage and/or loss. All losses under the relevant luggage, personal effects and travel documents coverage terms must be reported to local authorities and/or your transport provider within twenty four (24) hours and written acknowledgment obtained.

        What do I do if my passport is lost or stolen whilst overseas?

        Call Chubb Assistance. We will assist in locating or replacing and forwarding the documents to you. If requested we will contact local police, diplomatic contacts, and/or airline personnel to assist you find your lost item(s).

        What if I don’t call Chubb Assistance prior to incurring costs?

        If you expect your claim to exceed $2,000, you will need to notify Chubb Assistance prior to incurring costs. Failure to do so may result in your claim being rejected.

        What information do I need to collect to make a claim?

        You must collect all supporting documentation, e.g. medical reports, police reports, declarations, receipts, valuations or other such evidence we may request to assist us in the prompt resolution of your claim.

        What happens in the event of death?

        Chubb Assistance will render all assistance possible to obtain clearances and arrange transportation for the return of mortal remains.