Qantas Australian Cancellation & Baggage Travel Insurance

Combined Financial Services Guide and Product Disclosure Statement

Effective Date 4 March 2020

Qantas Australian Cancellation & Baggage Travel Insurance

Combined Financial Services Guide and Product Disclosure Statement

Effective Date 4 March 2020

Date of Preparation: 30 November 2019
Date effective: 4 March 2020

Version: QACANX-0320

About this document

It is up to you to choose the cover you need. This document contains information which can help you decide.

There are two parts to this document. The first part is your Product Disclosure Statement (PDS) which provides the important information about this policy, including the detailed terms, conditions and exclusions and how to contact us. XL Insurance Company SE, Australia branch (ABN 36 083 570 441) (the insurer), are responsible for the PDS section in this document.

The second part of this document is the Financial Services Guide (FSG) which provides information about who we are, who we do business with to provide you with insurance, how we and our business partners are paid, how to make a complaint and other details to help you decide whether to use any of the services offered by us. nib Travel Services (Australia) Pty Limited, ABN 81 115 932 173, AFSL No 308461 (nib), are responsible for the FSG section in this document.

Because we don’t know your personal circumstances, you should treat any advice in this document as general in nature. It doesn’t consider your objectives, financial situation or needs. You should carefully consider the information provided with regard to your personal circumstances to decide if it’s right for you.

Who are you dealing with?

Qantas

This policy is arranged and promoted by Qantas Airways Limited ABN 16 009 661 901 (Qantas). Qantas has been appointed as an Authorised Representative, ARN 261363, of nib Travel Services (Australia) Pty Limited, ABN 81 115 932 173, AFSL No 308461 (nib). Qantas is authorised by nib to distribute and issue travel insurance policies and may also provide you with general advice about the travel insurance product.

nib

nib acts as the underwriting agent of the insurer under a binding authority from the insurer, which means it can issue, vary, renew or cancel your insurance on the insurer’s behalf and handle and settle any claims you make.

nib, Qantas and our business partners act on behalf of the insurer and not on your behalf.

The insurer

This insurance is underwritten by XL Insurance Company SE, Australia branch (ABN 36 083 570 441). XL Insurance Company SE is part of AXA XL, a division of AXA.

For information on how these insurance providers work together and the services they provide, please refer to the FSG at the back of this combined document.

Enquiries and assistance

For any enquiries and assistance please contact our Customer Service Centre on 1300 783 146 or email [email protected].

Please note that calls to us will be recorded for training and verification purposes.

nib International Assistance

Worldwide medical and emergency assistance 24 hours a day, 365 days a year

When disaster strikes and the unthinkable happens, it’s reassuring to know someone back home is ready to take your call and assist. Our dedicated nib International Assistance team are available 24 hours a day, 7 days a week to provide you with assistance when you need it most.

Contact details

Contact our Emergency Assistance team using the contact details below:

Email: [email protected]
Phone: 1300 555 019
Fax: (03) 8523 2815

Before you travel:

  • Place your nib International Assistance contact details in a safe place so you can contact us if you require assistance.

  • Subscribe to smartraveller.gov.au to receive up to date travel advice.

Lost credit cards/travellers’ cheques?

Due to privacy legislation you will need to call the Credit Card/Travellers’ Cheque company directly in order to cancel the card/cheques and arrange replacements. Obtain the correct number by visiting your card/cheque provider’s website.

How to make a claim

Claims can be lodged 24 hours a day, 7 days a week. You can download a claim form from qantas.com/travelinsurance.

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:

nib Travel Claims

PO Box A975, Sydney South, NSW, 1235
Claims enquiries: 1300 783 146
Email: [email protected]

Product Disclosure Statement

In this PDS we explain important information about this policy including how we’ll protect your privacy and how to make a complaint or access our dispute resolution service.

Schedule of benefits

Australian Cancellation and Baggage Travel Plan

This list is a summary of the benefits covered by this policy. The maximum amount payable for each person named on your Certificate of Insurance will be up to the 'applicable limit per fare paying passenger´ set out in the Schedule of benefits. Your total policy limit for each benefit – the ‘applicable limit’ multiplied by the number of fare paying passengers – is shared by everyone listed on your Certificate of Insurance. These limits are based on the number of fare paying passengers and are not increased for accompanying children.

You must read this Schedule of benefits together with your Certificate of Insurance and this PDS.

Benefit Section

Applicable limits per Fare Paying Passenger

Cancellation and rearrangement of flight expenses

Section 1

$2,000;

or for bookings made with Qantas Points, up to 100,000 Qantas Points.

Luggage with the carrier

Section 2 $500

This policy will cover you only if you are travelling within Australia and only for:

  • The non-refundable part of pre-paid airline ticket(s); and

  • Luggage whilst in the care and custody of a carrier.

Outside of the cover for cancellation and rearrangement of flight expenses arising from death, sudden illness or serious injury of you, a member of your travelling party, or of a close relative who is a resident of Australia or New Zealand – see Cancellation and rearrangement of flight expenses-- events we cover under Section 1 – this policy does not cover the following:

  • Your death or the death of a member of your travelling party; or

  • Your illness or injury or the illness or injury of a member of your travelling party.

The cover that is provided is set out under:

Section 1 – Cancellation and rearrangement of flight expenses cover is provided for events listed in Cancellation and rearrangement of flight expenses – events we cover under Section 1. Cover for Section 2 – Luggage with the carrier is limited to luggage in the care and custody of a carrier only, including disembarkation.

Also, the exclusions which apply are detailed in the sections:

Eligibility

  • This policy is available to any fare paying passenger(s) of all ages and any accompanying children.

  • You cannot purchase this insurance more than 12 months prior to travel.

  • This policy only covers the people named in the Certificate of Insurance including any accompanying children. You cannot substitute the people nominated in the Certificate of Insurance.

  • Cover is only for travel within Australia.

  • The insurance is only valid for the period of travel and destination(s) shown on your Certificate of Insurance.

  • If you have any existing medical conditions, refer to the section Existing medical condition(s) for details and limitations of cover.

Qantas Points

Why Qantas Insurance?

Qantas Frequent Flyer members can feel confident that they’ll be looked after from the moment they take out an insurance policy, right through to when they claim.

Redeeming Qantas Points

Qantas Points can be redeemed for a travel insurance policy at the time of making a travel booking through qantas.com. The full value of the travel insurance policy must be purchased with Qantas Points; Points Plus Pay cannot be used. Qantas Points cannot be redeemed for travel insurance through a Qantas location or qantas.com/travelinsurance or for any charges that may apply after the initial purchase of the policy. You can also use Qantas Points to redeem flights, hotels, car hire or a range of other products. See qantas.com for more information.

Further Qantas Frequent Flyer benefit

Under Section 1 – Cancellation and rearrangement of flight expenses, we will refund up to 100,000 Qantas Points for any Qantas Frequent Flyer reward ticketing or rebooking fee that you may incur for any reason covered by this insurance.

Applying for travel insurance

You can apply for this travel insurance policy in various ways. You can apply:

  • at the time of making a travel booking through qantas.com by clicking ‘Yes’ to travel insurance;

  • at the time of making a travel booking through the Qantas contact centre or through a Qantas travel agent;

  • online by going to qantas.com/travelinsurance; or

  • via the Qantas Insurance contact centre.

If your application for insurance is approved you will receive a Certificate of Insurance. Your Certificate of Insurance confirms the cover that you have chosen, the total amount paid by you and information about the terms of your policy.

When does the policy begin and end?

Your policy will be valid for the period of insurance once you’ve paid your premium and you’ve been provided with a Certificate of Insurance. There is no provision to suspend this policy during the period of insurance, and the policy is not a renewable contract of insurance.

When does Cancellation cover begin and end?

Cover under Section 1 – Cancellation and rearrangement of flight expenses begins from the time your Certificate of Insurance is issued and ends when you return to your home in Australia or when the period of insurance ends, whichever happens first.

When does cover for other benefits begin and end?

Cover under Section 2 – Luggage with the carrier begins when you leave your home in Australia to begin your trip or the departure date of the trip shown on your Certificate of Insurance, whichever happens last. Cover ends when you return to your home in Australia or when the period of insurance ends, whichever happens first.

Waiting period

If at the time you buy your policy (ie, the policy “Issue date”) you’ve already started travelling:

  • a 72-hour waiting period applies before any cover for any events begins. This means there is no cover under this policy for any events that occur within the first 72 hours of buying your policy. Cover only begins after the 72-hour waiting period, and cover is only for events first occurring after the 72-hour waiting period.

  • where you select a trip departure date that is more than 72 hours after buying your policy, even though you’ve already started travelling:

If you have an existing Qantas travel insurance policy that will expire whilst you are travelling, and you purchase a new policy before your policy expires (at 11.59pm AET) on the return date shown on your Certificate of Insurance, the waiting period will not apply to that new policy, provided that there is no gap between the periods of insurance.

Policy extensions

Depending on your circumstances, if you want to change the dates of your cover, you’ll need to either extend your policy or buy a new one (for the additional days). You can extend your policy if:

  • your current policy has not expired;

  • all travellers are currently within the plan age limits – such as if you are travelling with accompanying children;

  • you haven’t claimed and don’t intend to claim for an event that has already occurred; and

  • your health (and any other relevant circumstances that might foreseeably lead to a claim) hasn’t changed.

If you don’t satisfy all these criteria, don’t worry; you can apply to buy a new policy for the additional dates. If you don’t qualify for an extension and have to buy a new policy to cover your additional travel days, the PDS and the rates in use at the time you buy your new policy will apply.

If you do not extend or buy a new policy before your current policy expires, a 72-hour waiting period will apply to a policy you purchase whilst you are travelling.

This policy can be extended as many times as you like up to a maximum duration of 12 months from the departure date shown on your Certificate of Insurance. To extend your policy, please contact us or go to qantas.com/travelinsurance. You will need to provide personal identification information to access your travel insurance and extend your policy. Qantas points cannot be redeemed for a policy extension.

Automatic extension

If the carrier you’re travelling on is delayed, or your trip is delayed by an event that entitles you to make a claim under this policy, the period of insurance will automatically be extended beyond the period of your original trip. The extension lasts until you’re capable of travelling to your final destination via the most efficient and direct route, including the journey there, or for a period of 6 months beyond the period of insurance, whichever happens first.

Changing your policy

Changes to this policy only become effective when we agree to them and send you a new Certificate of Insurance detailing the change.

If you wish to change your personal details or travel dates after your Certificate of Insurance has been issued, please contact us for approval; we may require additional information to review the change request.

The cost of this insurance

The total premium is the amount we charge you for this policy. It includes the amount we have calculated for the risk, commission and taxes and government charges applicable.

When calculating your premium we take a range of factors into account, including the number of fare paying passenger(s) on your travel booking.

For example, premiums may be higher for travel bookings with more fare paying passengers.

The premium paid by you for the travel plan will be shown on your Certificate of Insurance, including compulsory government charges (including Stamp Duty and GST where applicable).

This policy is only valid when you pay the premium and we issue a Certificate of Insurance to you.

There is no additional premium payable for your accompanying children; however to be covered, they must be listed on your Certificate of Insurance.

Excess

No excess will be applied to any claim made under this policy.

Existing medical condition(s)

There is no cover under this policy for any claim arising in relation to an existing medical condition unless the condition is on the list of Automatically covered conditions and you meet all criteria for that condition.

What is an existing medical condition?

An existing medical condition is any illness or injury for which, in the 12 months prior to policy purchase, you have:

  • had symptoms; or

  • been diagnosed; or

  • been prescribed medication; or

  • received (or are waiting for) medical treatment; or

  • received (or are waiting for) tests, investigations or specialist consultation; or

  • received or been advised to attend a follow-up consultation; or

  • had surgery or attended a hospital or clinic (as an outpatient or inpatient).

It also includes any chronic or ongoing medical condition or terminal illness.

This definition applies to you, your travelling party, a close relative, and your business partner and co-worker.

Automatically covered conditions

We automatically cover you for over 40 existing medical conditions. Your medical condition is classified by us as an automatically covered condition if it’s listed in the table below, provided that you satisfy all criteria listed for that condition. If you have an existing medical condition that’s not automatically covered under your policy, then you won’t be covered for any claim that arises in relation to that existing medical condition.

You must read this section together with the General exclusions, as these may affect your cover.

Medical condition Criteria
Acne

You haven’t received treatment for your Acne from a medical practitioner in the three months prior to buying your policy.

Allergies

You follow advice in accordance with your medical practitioner (such as to carry epipens, antihistamines/ other preventative medication at all times) and, at the date you buy your policy, you:

  • have no other known or underlying respiratory conditions or diseases (for example, Asthma); and

  • have not required treatment from a medical practitioner for your allergies in the last six months.

Anaemia (Iron Deficiency) No criteria apply.
Asthma

At the date you buy your policy, you:

  • are under 60 years of age;

  • have no other known or underlying respiratory conditions (including Sleep Apnoea);

  • haven’t required cortisone medication, except taken by inhaler or puffer; and

  • haven’t required hospitalisation for Asthma in the last two years, including as an outpatient.

Bell’s Palsy No criteria apply.
Benign Positional Vertigo

At the date you buy your policy, you haven’t required hospitalisation for Benign Positional Vertigo in the last two years, including as an outpatient.

Bunions

At the date you buy your policy, you haven’t had surgery for Bunions in the last three months and have no surgery planned.

Carpal Tunnel Syndrome

At the date you buy your policy, you haven’t had surgery for Carpal Tunnel Syndrome in the last three months and have no surgery planned.

Cataracts

At the date you buy your policy, you have no ongoing complications, haven’t had surgery for Cataracts in the last three months, and have no surgery planned.

Coeliac Disease

At the date you buy your policy, you haven’t required hospitalisation for Coeliac Disease in the last two years, including as an outpatient.

Congenital Blindness No criteria apply.
Congenital Deafness No criteria apply.

Diabetes Mellitus (Types I and II)

At the date you buy your policy, you:

  • were diagnosed more than six months ago;

  • haven’t had any complications in the last six months;

  • have no eye, kidney, nerve or vascular complications;

  • have a blood sugar level reading between 4 and 12 or a HbA1C score of 9% or less; and

  • have no known cardiovascular/ coronary heart disease.

Dry Eye Syndrome No criteria apply.
Ear Grommets

At the date you buy your policy, you have no current ear infection.

Epilepsy

At the date you buy your policy, you’ve:

  • no underlying medical conditions (for example, previous head trauma, stroke);

  • not changed your medication regime for Epilepsy in the last 12 months; and

  • not required hospitalisation for Epilepsy in the last two years, including as an outpatient.

Folate Deficiency No criteria apply.
Gastric Reflux

Your Gastric Reflux doesn’t relate to another underlying diagnosis (examples: hernia or gastric ulcer).

Glaucoma

At the date you buy your policy, you have no ongoing complications, haven’t had surgery for Glaucoma in the last three months, and have no surgery planned.

Goitre

The underlying medical cause excludes tumour.

Grave’s Disease

At the date you buy your policy, you haven’t received treatment from a medical practitioner for Grave’s Disease in the last six months.

Hashimoto’s Disease

The underlying medical cause excludes tumour.

Hiatus Hernia

At the date you buy your policy, you haven’t had surgery for Hiatus Hernia in the last six months and have no surgery planned.

Hypercholester­olemia/ Hyper­lipidaemia (High Cholesterol / High Lipids)

At the date you buy your policy, you have no cardiovascular/ coronary heart disease.

Hypertension (High Blood Pressure)

At the date you buy your policy:

  • you have no known cardiovascular/coronary heart disease; and

  • your current blood pressure reading is lower than 165/95.

Hypothyroidism (underactive thyroid)

The underlying medical cause excludes tumour.

Hyperthyroidism (overactive thyroid)

The underlying medical cause excludes tumour.

Impaired Glucose Tolerance

At the date you buy your policy, you:

  • were diagnosed more than six months ago;

  • haven’t had any complications in the last six months;

  • have no eye, kidney, nerve or vascular complications;

  • have a blood sugar level reading between 4 and 12 or a HbA1C score of 9% or less; and

  • have no known cardiovascular/coronary heart disease.

Incontinence

You have no underlying gastrointestinal or urinary condition.

Insulin Resistance

At the date you buy your policy, you’ve:

  • no known cardiovascular/coronary heart disease; and

  • not required hospitalisation for Insulin Resistance in the last two years, including as an outpatient.

Iron Deficiency No criteria apply.
Macular Degeneration No criteria apply.
Migraine

You haven’t required hospitalisation for Migraines in the two years prior to buying your policy, including as an outpatient.

Nocturnal Cramps No criteria apply.
Osteoporosis/ Osteopenia

At the date you buy your policy, you:

  • haven’t had any fractures;

  • don’t require more than one medication for this condition; and

  • have no other conditions involving the neck or back.

Pernicious Anaemia No criteria apply.
Plantar Fasciitis

At the date you buy your policy, you haven’t had surgery for Plantar Fasciitis in the last three months, and have no surgery planned.

Raynaud’s Disease

At the date you buy your policy, you haven’t required treatment by a medical practitioner for Raynaud’s Disease in the last six months.

Sleep Apnoea

At the date you buy your policy, you:

  • have no other known or underlying respiratory conditions (including Asthma); and

  • haven’t required hospitalisation for Sleep Apnoea in the last two years, including as an outpatient.

Solar Keratosis

Your condition has been confirmed as benign.

Trigeminal Neuralgia

You haven’t required treatment by a medical practitioner for Trigeminal Neuralgia in six months prior to buying your policy.

Trigger Finger

At the date you buy your policy, you haven’t had surgery for Trigger Finger in the last three months, and have no surgery planned.

Vitamin B12 Deficiency No criteria apply.

Changes in your health before travelling

If you develop a new medical condition (or the symptoms of one) after you buy your policy but before you depart on your trip, you must check with your medical practitioner for written confirmation that you’re fit to travel. If you don’t get your medical practitioner’s written confirmation before you travel, and you were unfit to travel due to your medical condition, you won’t be covered for any claim that arises from that condition if you still travel.

Don’t forget, if you had symptoms of a condition or were undergoing investigations for it at the time you bought your policy, we consider that to be an existing medical condition. If you forgot to tell us about this when you bought your policy, contact us as soon as possible (contact details on last page of this document).

Pregnancy

If you’re pregnant at the time you buy your policy, or fall pregnant afterwards, you’ll have cover under the benefits of this policy for any event that arises from your pregnancy, provided that the event that causes your claim:

  • is covered by this policy;

  • is a pregnancy-related illness; and

  • occurs up to the end of the 26th week of a single pregnancy (or the 19th week of a multiple pregnancy).

Further, pregnancy-related illnesses such as hyperemesis (severe morning sickness), gestational diabetes, and any other pregnancy-related illnesses must have first developed unexpectedly after you bought your policy and not be related to any previous pregnancy-related illness you had prior to buying your policy.

These conditions apply whether you fall pregnant naturally or with medical assistance (for example, through IVF).

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 document carefully. Please ask us if you are unsure about any aspect of the policy.

Are you sure you have the right level of cover?

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 you make a misrepresentation, or if you make a fraudulent claim.

Medical and ancillary costs

There is no cover for any medical or ancillary costs incurred within Australia.

Important information

Our agreement with you

Your policy is a contract between XL Insurance Company SE, Australia branch, who deal with you through their agent, nib, and you. Your agreement with us is set out in:

  • this document;

  • the Schedule of benefits;

  • your application for insurance;

  • your Certificate of Insurance; and

  • any other documentation we issue to you outlining terms and conditions of your cover.

These documents make up your policy and should be carefully read together. It is important that they are kept in a safe place, together with evidence as to the value of any insured items.

Taxation implications – Goods and services tax

Australian travel insurance includes a GST component. You must tell us if you were entitled to claim an input tax credit on the premium at the time of making a claim under the policy. 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. In any event, if you suffer a loss and replace the lost item or are provided with goods or services in respect of the loss after you return to your home in Australia, we will only reimburse you the amount of your loss in accordance with this policy, less any entitlement you have to an Input Tax Credit on the amount.

Cooling-off period

Cancelling within the cooling-off period

You have 21 days from the day you buy your policy to decide if the cover is right for you. If it’s not, you can cancel your policy within this ‘cooling-off period’, and we’ll give you a full refund of your premium provided that:

  • you haven’t started your trip; and

  • you haven’t made a claim; and

  • you don’t intend to make a claim or exercise any other right under your policy.

Contact us or go to qantas.com/travelinsurance and 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.

Cancelling outside the cooling-off period

If you request to cancel your policy outside the cooling-off period, we may, at our discretion, refund that part of your premium paid for the unused period of insurance; we may charge an administration fee to do so. Also, you cannot have started your trip, made a claim and/or intend to make a claim or exercise any other right under your policy.

Cancellation 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 into or during the policy term; 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.

Confirming transactions

A Certificate of Insurance must be issued once you have completed your application and you have 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 or go to qantas.com/travelinsurance. You will need to provide personal identification information to access your travel insurance and view your policy.

Duty of Disclosure – What you must tell us

Before you enter into, vary or extend an insurance contract, you have a duty of disclosure under the Insurance Contracts Act 1984.

When we ask you questions that are relevant to our decision to insure you and on what terms, you must tell us anything that you know and that a reasonable person in the circumstances would include in answering the questions.

When amending or extending your contract of insurance, we will ask you specific questions about any change in your circumstances. You must tell us about any change to something you have previously told us, otherwise you will be taken to have told us that there is no change. You have this duty until we agree to insure, amend or extend the contract. If you do not tell us anything you are required to tell us, we may cancel your contract or reduce the amount we will pay you if you make a claim, or both. If your failure to tell us is fraudulent, we may refuse to pay a claim and treat the contract as if it never existed.

Privacy notice

nib Travel Services (Australia) Pty Limited (“we”, “us”, “our” in this privacy section) collects your personal information, and in some cases your sensitive information, in order to issue, arrange and manage your travel insurance or to provide you with related services. We will only collect personal and sensitive information from you or from those authorised by you.

We may disclose your personal and sensitive information to third parties involved in the above process, such as travel agents and consultants, travel insurance providers, insurers and reinsurers, claims handlers, investigators and cost containment providers, medical and health service providers, legal and other professional advisers, your and our agents and our related companies. Some of these third parties may be located in other countries such as the UK, Europe and the USA.

Our Privacy Policy details how we collect, use, store and disclose your personal and sensitive information as well as how you can seek access to and correct your personal information or make a complaint. You may not access or correct personal information of others unless you have been authorised by them, or are authorised under law or they are your dependants.

By providing us your personal and sensitive information, you consent to us collecting, using, storing and disclosing it in accordance with our Privacy Policy. If you don’t provide all of the personal and sensitive information we’ve requested we may not be able to provide you with our services or products including being able to process your application for insurance.

You can view our full Policy at nib.com.au/docs/privacy-policy.

To the extent Qantas collects your personal information, Qantas will comply with the Global Qantas Privacy Policy available at: https://www.qantas.com/au/en/support/privacy-and-security.html

Our dispute resolution process

If you have any feedback about our service – positive or negative – we would like you to share it with us. You can either call us on 1300 783 146 or email us at [email protected].

How we handle complaints

If you have a complaint arising out of this insurance or the financial services provided by the insurer, our representatives, affiliates, or service providers, please contact:

nib Customer Relations

PO Box A975 Sydney NSW 1235 Australia
Phone: 1300 025 121
Email: [email protected]

nib will acknowledge your complaint within 5 business days and provide you with the contact details of the person handling your complaint. We will respond to your complaint within 15 business days. If more time is needed to collect necessary information or complete any further investigation required, nib will agree with you a reasonable alternative timeframe.

If you are not satisfied with the response to your complaint, you should contact XL Insurance Company SE, Australia branch, for consideration under their dispute resolution process. You can contact XL Insurance Company SE, Australia branch, at:

The Complaints Officer

XL Insurance Company SE
Australia branch
L28 123 Pitt St, Sydney NSW 2000
Email: [email protected]

Your dispute will be acknowledged within 5 working days of receipt, and XL Insurance Company SE, Australia branch, will send a final response on behalf of the insurer within 15 business days.

If we are unable to resolve your complaint within 45 days of receiving your original complaint, or if you are still not satisfied with the outcome, you can choose to have your complaint independently reviewed by the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.

AFCA can be contacted at:

Website: afca.org.au
Email: [email protected]
Telephone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

The General Insurance Code of Practice

We have adopted the General Insurance Code of Practice developed by the Insurance Council of Australia. The Code is designed to promote good relations and insurance practice between insurers, authorised representatives and consumers. The Code sets out what we must do when dealing with you. You can obtain a copy of the Code from codeofpractice.com.au.

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.

Jurisdiction

This policy is governed by and construed in accordance with the law of New South Wales, Australia. You agree to submit to the exclusive jurisdiction of the courts of New South Wales under this ‘Jurisdiction’ clause should a dispute arise under this policy.

Financial Claims Scheme

This policy may be a protected policy under the Federal Government’s Financial Claims Scheme (FCS), which is administered by APRA. The FCS may apply in the event that a general insurance company becomes insolvent. If the FCS applies, a person who is entitled to make a claim under this policy may be entitled to a payment under the FCS. Access to the FCS is subject to eligibility criteria. You may obtain further information about the FCS from fcs.gov.au and the APRA hotline on 1300 55 88 49.

Updating this document

The information in this document was current at the date of preparation. It, and the information in any Supplementary PDS or Supplementary FSG provided to you, will apply for the period of insurance outlined on your Certificate of Insurance. From time to time, the information may be updated in a way that would not be materially adverse to you from the point of view of a reasonable person considering whether to acquire this product. If that happens, the updated information will be available at qantas.com/travelinsurance. You can get a paper copy free of charge by contacting us.

Definitions

The words and terms in bold throughout this policy have special meanings set out below. Plurals and other forms of these words shall have the same meaning as in the singular form.

Where other words and terms are only used in one section of the policy, we’ll describe their special meaning in that section.

Word or term Meaning
Accompanying child/children

anyone under the age of 2 at the time the Certificate of Insurance is issued, travelling with you on the same itinerary for the entire duration of your trip.

Carrier(s)

the scheduled airline, vessel, train, or motor coach public transport in which you are to travel to or from your intended destination.

Close relative(s)

a relative of yours, or of a member of your travelling party, who is resident in Australia or New Zealand. It means a spouse, de facto partner, parent, parent in-law, daughter, son, daughter-in-law, son-in-law, brother, sister, brother-in-law, sister-in-law, niece, nephew, grandchildren, grandparent, step-parent, step-children, fiancé or fiancée, or legal guardian.

Existing medical condition(s)

any illness or injury for which, in the 12 months prior to policy purchase, you have:

  • had symptoms; or

  • been diagnosed; or

  • been prescribed medication; or

  • received (or are waiting for) medical treatment; or

  • received (or are waiting for) tests, investigations or specialist consultation; or

  • received or been advised to attend a follow-up consultation; or

  • had surgery or attended a hospital or clinic (as an outpatient or inpatient).

It also includes any chronic or ongoing medical condition or terminal illness.

This definition applies to you, your travelling party, a close relative, and your business partner and co-worker.

Fare paying passenger(s)

a single fare paying person travelling alone or with an accompanying child/children. This definition does not include accompanying children.

Home in Australia

your usual residential address in Australia.

Illness

any disease or sickness affecting the body or mind.

Injury

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.

Medical practitioner

a medical professional registered and certified by the National and/or State Health Board either in Australia or in the country in which you are being treated whilst on your trip, and who is licensed to provide treatment, medication/prescriptions and medical opinions and reports – for example, doctors, physiotherapists, dentists, psychologists and psychiatrists.

A medical practitioner does not include a person who is related to you or a member of your travelling party.

Personal computer

laptops, notebooks, tablets, other personal hand-held wireless devices that convey data or information (excluding smartphones).

Professional sporting activity

a sporting activity where you are paid to participate, appear or train or where you receive sponsorship, income or prize money, regardless of whether or not you are a professional sportsperson.

Terrorism

an act or threat of violence by any person or group, organisation or government committed for political, religious, ideological or similar purposes, including the intention to influence any government and/or to put the public in fear.

Travelling party

you and any travelling companion who has made arrangements to accompany you for at least 50% of your trip.

Trip

travel during the period between the departure date and the return date listed on your Certificate of Insurance. The trip must start and/or end at your home in Australia.

The period of travel cannot be altered without our consent.

We, our, us

XL Insurance Company SE, Australia branch (ABN 36 083 570 441), who deal with you through their agent, nib Travel Services (Australia) Pty Ltd, ABN 81 115 932 173 AFSL No 308461.

You, your, yours, yourself

the people named in the Certificate of Insurance.

General exclusions

There are general exclusions, which apply to all types of cover. Particular exclusions apply to specific sections of cover under this policy and are listed following the relevant types of cover. Please read them carefully.

We will not pay for any of the following losses:

  1. A loss which is recoverable under some other scheme. For example, Medicare, a private health fund, workers compensation scheme, travel compensation fund or accident compensation scheme.

  2. Consequential loss of any nature.

  3. A loss caused by, arising directly or indirectly from, or in any way connected with, a criminal or dishonest act by you or by a person with whom you are in collusion.

  4. A loss caused by, arising directly or indirectly from, or in any way connected with, war, invasion, act of a foreign enemy, hostilities (whether war is declared or not), civil war, rebellion, revolution, insurrection, military or usurped power, or popular uprising.

  5. A loss caused by, arising directly or indirectly from, 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.

  6. A loss caused by, arising directly or indirectly from, or in any way connected with, any Government intervention, prohibition, or regulation.

  7. A loss caused by, arising directly or indirectly from, or in any way connected with, the cancellation of travel arrangements due to mechanical breakdown of transportation.

  8. Medical, ambulance and ancillary expenses within Australia.

  9. Any claim arising directly or indirectly as a result of a member of the travelling party:

    1. deliberately injuring themselves; or

    2. being intoxicated by or addicted to alcohol or a drug, except a drug taken in accordance with the advice of a registered medical practitioner.

  10. A loss caused by, arising directly or indirectly from, or in any way connected with, travelling or planning to travel to a region that is the subject of a ‘Do not travel’ warning issued by the Australian Government.

  11. Where the provision of cover or a liability to pay a benefit would expose us and/or our reinsurer(s) to any sanction, prohibition or restriction under United Nations resolutions or any sanctions, laws or regulations of Australia, the European Union, the United Kingdom or the United States.

General conditions applicable to all sections

  1. You must:

    1. give us written notice as soon as possible of an event that may result in a claim under this policy.

    2. give us your Certificate of Insurance and any other documents, medical certificates, original receipts or information that we reasonably ask for.

    3. not make any promise or offer of payment, or admit guilt or fault to anyone (except in a court or to police), or become involved in any litigation in respect of an event that may result in a claim under this policy, without our consent.

    4. in the event of a claim caused by any illness or injury, obtain evidence from the treating medical practitioner as soon as possible when you become aware of signs or symptoms of the condition.

  2. 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. Anything we recover belongs to us.

  3. 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.

  4. 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.

  5. You must tell us if you were entitled to claim an input tax credit on the premium at the time of making a claim under the policy. 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.

  6. If we agree to pay a claim under your policy, this policy covers GST inclusive costs (up to the relevant limit). 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.

  7. You must tell us if your entitlement to an input tax credit disclosed to us:

    1. is incorrect; or

    2. changes from what you have told us, when you extend or vary your policy.

Section 1 - Cancellation and rearrangement of flight expenses

Cover under this section is only provided for an event listed in Cancellation and rearrangement of flight expenses – events we cover under Section 1. Cover is also subject to the exclusions detailed in Losses we do not cover under Section 1 and to the General exclusions.

We will pay the value of your unused pre-paid flights, less any refunds due to you, if you have to cancel these arrangements; or the reasonable cost of rearranging your flights, provided that this cost is not greater than the cancellation fees or lost deposits which would have been incurred had the pre-paid flights been cancelled.

The maximum amount payable for each person named on your Certificate of Insurance will be up to the ‘applicable limit per fare paying passenger’ set out in the Schedule of benefits. Your total policy limit – the ‘applicable limit’ multiplied by the number of fare paying passengers – is shared by everyone listed on your Certificate of Insurance.

Cancellation and rearrangement of flight expenses - events we cover under Section 1

We will cover you for Section 1 - Cancellation and rearrangement of flight expenses, in respect of your planned trip, for your expenses that result directly from one of the following events occurring after the Certificate of Insurance was issued (subject to the exclusions detailed in Losses we do not cover under Section 1 and to the General exclusions):

  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:

    1. you; or

    2. a member of your travelling party; or

    3. a close relative who is a resident in Australia or New Zealand.

    However, before we will cover you, you must provide us with proof:

    • in the case of death, sudden serious illness or serious injury of you or a member of your travelling party, that you or the member of your travelling party (as applicable) were certified medically unfit to travel by a medical practitioner, or the death has occurred; or

    • in the case of death, sudden serious illness or serious injury of a close relative, that the death has occurred, or the illness or injury required hospitalisation or for you to care for them.

  2. 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 your business partner or co-worker. But before we will cover you, you must provide us with proof that the business partner’s or co-worker’s absence due to death, sudden serious illness or serious injury 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.

  3. Cancellation or restriction of pre-paid scheduled public transport services caused by severe weather, natural disaster, riot, strike or civil commotion. You must have done everything reasonable to avoid the expenses. You must also get the carrier’s written confirmation of your claim.

  4. Your pre-paid accommodation being destroyed or 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. You must also have written confirmation of your claim from an official of the hotel or government body where the incident took place.

  5. A member of the travelling party being required to do jury service or being confined in compulsory quarantine.

  6. You being involved in a motor vehicle, railway, air or marine accident. You must have written confirmation of the accident from an official body where the accident happened.

  7. Theft, damage or accidental loss (excluding Government confiscation) of your passport, travel documents or credit cards.

  8. A member of your travelling party who is a full time student being required to sit supplementary examinations.

  9. A member of your travelling party being retrenched from full time usual employment in Australia.

  10. The cancellation of pre-arranged leave for full time employees of the police, fire, ambulance or emergency services.

  11. Your normal place of residence in Australia being destroyed or rendered insecure due to a natural disaster.

  12. The cancellation of a wedding, conference, pre-paid concert, course, tuition or sporting event and the sole purpose of the trip is to attend that wedding, conference, concert, course, tuition or sporting event.

  13. A member of your travelling party being affected by any form of insolvency, administration or bankruptcy of their employer.

  14. A tour operator or wholesaler cancelling a tour because there are not enough people to begin or complete the tour. Cover is limited to the pre-paid cost of the airline tickets purchased to reach the departure point of the tour.

Loss of Qantas Points

We will arrange for the refund of your Qantas Points lost due to the cancellation of your airline ticket due to a claimable event under this policy. We will not provide cover if the loss of such points or their value can be recovered from any other source.

The maximum amount payable for each person named on your Certificate of Insurance will be up to the ‘applicable limit per fare paying passenger’ set out in the Schedule of benefits. Your total policy limit – the ‘applicable limit’ multiplied by the number of fare paying passengers – is shared by everyone listed on your Certificate of Insurance.

Loss of reward points

We will pay for flight reward points, other than Qantas Points, lost due to the cancellation of your airline ticket due to a covered event under this policy. The amount we will pay is calculated as follows:

  1. the cost of the equivalent class airline ticket, based on the best available advance purchase airfare at the time of cancellation, less your financial contribution towards the airline ticket multiplied by

  2. the total amount of points lost divided by

  3. the total amount of points redeemed to obtain the airline ticket.

The maximum amount payable for each person named on your Certificate of Insurance will be up to the ‘applicable limit per fare paying passenger’ set out in the Schedule of benefits. Your total policy limit – the ‘applicable limit’ multiplied by the number of fare paying passengers – is shared by everyone listed on your Certificate of Insurance.

We will not provide cover if the loss of such points or their value can be recovered from any other source.

Losses we do not cover under Section 1

We will not pay a claim that arises directly or indirectly because of any of the following:

  1. A member of the travelling party:

    1. takes part in a riot or civil commotion; or

    2. acts maliciously; or

    3. races (except on foot); mountaineers or rock climbs using support ropes; or participates in BASE jumping, hunting, or running with the bulls; or takes part in a professional sporting activity; or

    4. rides a motorcycle, moped or motor scooter, either as the person in control or as a pillion passenger:

      1. with an engine capacity in excess of 100cc; or

      2. without wearing a helmet; or

      3. where the person in control does not have a full motorcycle licence that is valid in their country of residence.

  2. You travel:

    1. even though you know you are unfit to travel; or

    2. against medical advice; or

    3. when you know you will have to consult a medical practitioner during your trip.

  3. You arrange to travel when you know of circumstances that could lead to the trip being disrupted or cancelled.

  4. Death, illness or injury, caused or exacerbated by, traceable to, related to, or consequential upon an existing medical condition of you, a member of the travelling party, or a non-travelling close relative, your business partner or co-worker. This exclusion will not apply to existing medical conditions in the list of Automatically covered conditions where you have met all the criteria for that condition.

  5. Any illness or death that results from or relates to a metastatic or terminal prognosis that was made prior to the issue of the Certificate of Insurance.

  6. The birth of a child, whatever the proximate cause is.

  7. You fail to take reasonable precautions to avoid a financial loss after a public warning of a strike, riot, civil commotion, or natural disaster.

  8. A member of the travelling party decides to change or not to continue with the trip.

  9. A loss caused by, arising directly or indirectly from or in any way connected with an act or threat of terrorism.

  10. The insolvency or financial default of a travel agent, scheduled services 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).

  11. The insolvency, bankruptcy, provisional liquidation, financial collapse, appointment of receivers or any other form of insolvency administration of any person, company, organisation involved in your travel arrangements that occurred prior to the time the Certificate of Insurance was issued.

Section 2 - Luggage with the carrier

We will pay you for the accidental loss of, theft of, or damage to, your luggage or personal effects, including items you buy during the trip, whilst they are in the care and custody of a carrier during your trip, including disembarkation. We are entitled to choose between repairing or replacing the property, or paying you its value in cash, after allowing for wear, tear, and depreciation.

The maximum amount payable for each person named on your Certificate of Insurance will be up to the ‘applicable limit per fare paying passenger’ set out in the Schedule of benefits. Your total policy limit – the ‘applicable limit’ multiplied by the number of fare paying passengers – is shared by everyone listed on your Certificate of Insurance.

What we require in the event of a claim:

  1. keep receipts for goods you buy separate from the goods themselves.

  2. keep any relevant ticket and luggage check and give them to us.

  3. provide evidence of the value and your ownership of the goods.

  4. if a carrier loses or damages your accompanying luggage, report it in writing to the carrier within 3 days and send to us written confirmation of the report along with details of any settlement that they make in relation to the loss or damage; we will deduct any payment you receive from the carrier from any claim you make with us.

Losses we do not cover under Section 2

We will not pay for any of the following:

  1. Luggage or personal effects under this plan, except luggage or personal effects that are in the care and custody of a carrier including disembarkation.

  2. Loss, theft of, or damage to:

    1. cash, bank or currency notes, cheques or negotiable instruments.

    2. watercraft of any type (excluding surfboards).

    3. fragile or brittle items (e.g. glass or china), except loss or damage caused by fire, or by accident to the carrier transport carrying them.

    4. luggage or personal effects for which you are entitled to compensation from the carrier.

    5. personal computers, smartphones, or communication, or photographic, or electronic equipment, or jewellery, or watches checked in as luggage.

  3. Wear and tear or depreciation of property or damage by the action of insects or vermin, mildew, humidity, rust or corrosion.

  4. Mechanical or electrical breakdown or malfunction repair costs.

  5. Replacing medication in use at the time the trip began or maintaining a course of treatment you were on at the time the trip began.

Responsibility for this document

XL Insurance Company SE, Australia branch, are responsible for the PDS in this document, which was prepared on 30 November 2019.

Financial Services Guide

In this section you can find information about who Qantas is, our relationship with our business partners, the financial services we provide to you and information about how we and our business partners are paid for those services. It aims to help you make an informed decision about the services offered. You can also find out about how we deal with any complaints and disputes.

About the insurer

Your insurance is underwritten by XL Insurance Company SE, Australia branch (ABN 36 083 570 441). XL Insurance Company SE is part of AXA XL, a division of AXA.

About Qantas and nib

Qantas Airways Limited, ABN 16 009 661 901, AR 261363 (Qantas), is an authorised representative of nib Travel Services (Australia) Pty Ltd, ABN 81 115 932 173, AFSL No 308461 (nib). nib is a wholly owned subsidiary of nib holdings limited, ABN 51 125 633 856, and is part of the nib Group of companies. Qantas is authorised by nib to distribute and issue travel insurance policies. Qantas may also provide you with general advice about the travel insurance product.

nib acts as the underwriting agent of the insurer under a binding authority from the insurer, which means it can issue, vary, renew or cancel your insurance on the insurer’s behalf and handle and settle any claims you make.

nib, Qantas and our business partners act on behalf of the insurer and not on your behalf.

How we are paid

nib is paid a commission by the insurer for arranging, issuing and managing the travel insurance (including claims under the insurance) on behalf of the insurer. The commission is calculated as a percentage of the premium (and taxes) you pay for the policy. The percentage varies and is partly based on the profitability to the insurer of all the travel insurance policies arranged by or through nib. Employees of the nib Group of companies who provide services in relation to the insurance receive an annual salary, and may receive bonuses based on performance and/or sales.

nib pays a commission to Qantas when you buy a policy. This may be calculated as a percentage of the premium that you pay for the policy and may vary according to geographical zone, duration of trip and product you select. nib may also pay remuneration to Qantas for marketing activities, and for performance including additional commission based on a formula with a variety of factors such as sales, earned premiums, targets, performance against targets, losses and deductions.

Representatives of Qantas are paid an annual salary and may be paid a bonus based on business performance and individual performance using a variety of factors.

If you would like more information on commissions or remuneration, please contact nib or Qantas either before you buy your insurance or within a reasonable time of receiving this Combined FSG and PDS.

Feedback, complaints and disputes

If you have any feedback about our service – positive or negative – you should ask your Qantas travel consultant for assistance or you can call Qantas on 13 13 13 during business hours, or write to Qantas’ Customer Service Manager, 8/313 Adelaide Street, Brisbane, Queensland 4000, as Qantas has procedures in place to help resolve any issues you may have.

How we handle complaints

If you have a complaint arising out of this insurance or the financial services provided by the insurer, nib, our authorised representatives, distributors or affiliates, please contact:

nib Customer Relations

PO Box A975 Sydney NSW 1235 Australia
Phone: 1300 025 121
Email: [email protected]

nib will acknowledge your complaint within 5 business days and provide you with the contact details of the person handling your complaint. We will respond to your complaint within 15 business days. If more time is needed to collect necessary information or complete any further investigation required, nib will agree with you a reasonable alternative timeframe.

If you are not satisfied with the response to your complaint, you should contact XL Insurance Company SE, Australia branch, for consideration under their dispute resolution process. You can contact XL Insurance Company SE, Australia branch, at:

The Complaints Officer

XL Insurance Company SE, Australia branch
Level 28, 123 Pitt St, Sydney NSW 2000
Email: [email protected]

Your dispute will be acknowledged within 5 working days of receipt, and XL Insurance Company SE, Australia branch, will send a final response on behalf of the insurer within 15 business days.

If we are unable to resolve your complaint within 45 days of receiving your original complaint, or if you are still not satisfied with the outcome, you can choose to have your complaint independently reviewed by the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers. AFCA can be contacted at:

Website: afca.org.au
Email: [email protected]
Telephone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

Other information about us

Your privacy

nib takes your privacy seriously and adheres to the Privacy Policy detailed on our website at nib.com.au/docs/privacy-policy.

To the extent Qantas collects your personal information, Qantas will comply with the Global Qantas Privacy Policy available at: https://www.qantas.com/au/en/support/privacy-and-security.html

Professional Indemnity Insurance

nib has professional indemnity insurance arrangements that comply with the requirements of Chapter 7 of the Corporations Act and which (subject to its terms and conditions) cover liability for claims in relation to nib and those who act on nib’s behalf, including those who no longer act on our behalf but did at the relevant time.

Where a financial service is provided to you by one of nib’s and Qantas’ partners, that partner is required to hold professional indemnity insurance arrangements for compensating clients for losses they suffer as a result of a breach of their obligations under the Corporations Act relating to the financial services provided by them.

Date prepared

nib is responsible for this FSG which was prepared on 30 November 2019. nib has authorised Qantas to provide this FSG.

Contact details
Customer Service

Phone: 1300 783 146 (within Australia)
Phone: +61 2 8862 8929 (outside of Australia)
Fax: 1300 657 117
Email: [email protected]

Claims

Phone: 1300 783 146
Fax: 1300 657 127
Email: [email protected]

Medical Screening

Phone: 1300 783 146
Fax: 1300 657 127
Email: [email protected]

nib International Assistance

Phone: 1300 555 019 (within Australia)
Phone: +61 3 8523 2800 (outside of Australia)
Fax: (03) 8523 2815
Email: [email protected]

Insurance underwritten by XL Insurance Company SE, Australia branch (ABN 36 083 570 441), who deal with you through their agent nib Travel Services (Australia) Pty Ltd, ABN 81 115 932 173 AFSL No 308461.

Policy Code: QACANX-0320