Qantas International Comprehensive Travel Insurance

70+ years

Combined Financial Services Guide and Product Disclosure Statement

Effective Date 4 March 2020

Qantas International Comprehensive Travel Insurance

70+ years

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: QAINT70-0320

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 their 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 on call 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 (outside Australia): +61 3 8523 2800
Phone (within Australia): 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 from overseas or when you return home to Australia. 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

International Comprehensive

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 primary traveller’ set out in the “Schedule of benefits”. Your total policy limit for each benefit – the ‘applicable limit’ multiplied by the number of primary travellers – is shared by everyone listed on your Certificate of Insurance, except where indicated otherwise in the table below. These limits are based on the number of primary travellers 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 Primary Traveller

Medical expenses Section 1

Medical expenses incurred outside of Australia

Section 1A Unlimited^
Permanent disability Section 1B $25,000
Cash in hospital Section 1C

$6,000;
sub-limit $75 per 24 hrs

Post hospital accommodation

Section 1D

$500;
sub-limit $100 per day

Dental expenses Section 2

Emergency dental expenses incurred outside Australia

Section 2A Unlimited^

Dental expenses due to sudden and acute pain

Section 2B $2,000

Medical evacuation and repatriation

Section 3 Unlimited
Cancellation and additional expenses Section 4
Insolvency sub-limit – Insured Event 15 $10,000

Cancellation or holiday deferment costs

Section 4A Unlimited

Agent’s cancellation fees

Section 4B $1,500

Loss of Qantas Points

Section 4C Unlimited

Loss of reward points

Section 4D Unlimited

Emergency travel arrangements and accommodation expenses

Section 4E

Unlimited;
sub-limit additional meals $500, $50 for each 24 hours

Extra travel cover Section 5
Travel delay Section 5A

$1,500 for either:

  1. Rearranging travel; OR

  2. Additional accommodation and meals; sub-limit $250/day for additional accommodation, plus $50/day for meals

Airfare compensation Section 5B $6,000

Resumption of trip

Section 5C $5,000

Missed connection – special events

Section 5D $2,500

Internet use and telephone calls

Section 5E $250

Withdrawal of services

Section 5F

$500;
sub-limit $50 per 24 hrs

Hijacking Section 5G Unlimited

Non medical attendant

Section 5H Unlimited

Emergency travel and accommodation expenses - relative

Section 5I $20,000
Rental vehicle expenses Section 6

Rental vehicle insurance excess

Section 6A $8,000 +

Return of rental vehicle

Section 6B $750
Death expenses Section 7
Accidental death Section 7A

$25,000;
no cover for accompanying children

Repatriation of remains or funeral expenses overseas

Section 7B $20,000

Funeral expenses within Australia

Section 7C $5,000

Snow sports cover

Section 8

Option only.
See Snow sports cover option

Benefits back home Section 9

Home and contents insurance excess

Section 9A $200
Loss of income Section 9B

$12,000;
sub-limit $2,000 per month

Home services Section 9C $750
Domestic pets Section 9D

$500;
sub-limit $15 per 24 hrs

Child care costs Section 9E

$750;
sub-limit $75 per 24 hrs

Luggage Section 10

Luggage and personal effects (refer to item limits below)

Section 10A $15,000
Personal computer item limit $6,000
Smartphone item limit $2,000
Camera and video item limit $4,000
Other item limit $700
Emergency luggage Section 10B $500
Cash Section 10C $200

Replacement passports and travel documents

Section 10D $3,000

Hiring replacement golf and surf equipment

Section 10E $200

Personal liability

Section 11 $3,000,000

^ For up to 12 months after the illness first appears or injury first occurs.

+ This is a limit per trip; it is the most we’ll pay for all people on your Certificate of Insurance combined.

Eligibility

  • This policy is available to travellers 70 years of age or over at the time of purchase. There’s no upper age limit, however, we may ask you some questions about your health and lifestyle at the time you buy your policy and then determine whether we will offer you cover and on what terms. Please ask Qantas or go to qantas.com/travelinsurance for an alternative product that may be available for travellers 0-69 years of age.

  • This policy is available to residents of Australia and any accompanying children.

  • If you have any existing medical conditions, and/or have had any High risk medical condition, refer to the section Existing medical condition(s) for details of how to apply to cover these.

  • 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.

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

  • This policy can be purchased to cover one way or return journeys.

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.

Earning Qantas Points

Qantas Points can be earnt on eligible travel insurance policies^^. Points will be credited to your Qantas Frequent Flyer account within 6 weeks of departure. You must be a member of the Qantas Frequent Flyer program to earn and redeem points. Membership and points are subject to the terms and conditions of the Qantas Frequent Flyer program. A joining fee may apply. For further information on the Qantas Frequent Flyer program visit qantas.com/frequentflyer.

Redeeming Qantas Points

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. See qantas.com for more information.

Further Qantas Frequent Flyer benefit

Under Section 4C – Loss of Qantas Points, we will refund unlimited Qantas Points for any Qantas Frequent Flyer award ticketing or rebooking fees that you may incur for any reason covered by this insurance.

^^Any offer of Qantas Points is at the discretion of Qantas and may change or be withdrawn at any time, including if Qantas ceases to be the promoter of the product. Excludes Australian Cancellation and Baggage Travel 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 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 including any additional benefits, 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.

This policy ends once you have returned to your home in Australia or when the period of insurance ends, whichever happens first. There is no cover if you return to your home in Australia and then resume your trip unless the reason for your return was the hospitalisation or death of a close relative due to a sudden serious illness or serious injury, and the conditions of Section 5C – Resumption of trip of this policy are satisfied.

When does Cancellation cover begin and end?

Cover under Section 4 - Cancellation and additional expenses for Section 4A, 4B, 4C and 4D 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 all other benefits begin and end?

Cover under all other benefits 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:

    • cover under Section 4 - Cancellation and additional expenses for Section 4A, 4B, 4C and 4D begins after the 72-hour waiting period for any events that first occur after the 72-hour waiting period from the time you buy your policy; and

    • cover for all other benefits begins from the trip departure date you nominate that is shown on your Certificate of Insurance for events that first occur after the trip departure date.

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;

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

  • you don’t have any specified medical conditions covered under your current policy.

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. This 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. The premium will be shown on the Certificate of Insurance.

When calculating the premium we take a number of factors into account. These factors and the degree to which they affect the premium will depend on the information you give us and the level and type of cover you choose.

The main factors that impact your premium include:

For example, premiums may be higher for longer trips, destinations that are high risk or have higher medical costs, plans with greater coverage, and/or when you choose to purchase additional cover.

The premium paid by you for the travel plan and any additional benefits you choose, 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 (except for their specified medical conditions); however to be covered, they must be listed on your Certificate of Insurance.

Additional options you can purchase

We offer the following options for you to purchase. These options can be added with payment of an additional premium, and will be shown on your Certificate of Insurance when you purchase your policy. Qantas Points cannot be redeemed to purchase any of these additional benefits.

You can purchase any of the following additional benefits (except for the Specified medical conditions option) after the Certificate of Insurance has been issued by contacting us or going to qantas.com/travelinsurance. You will need to provide personal identification information to access your travel insurance and add any of these benefits to your policy before your trip commences.

Snow sports cover option

You are not automatically covered for snow sports. Cover can be purchased for an additional premium. If you’ll be taking part in snow sports on your trip, you must select the Snow sports cover option when you buy your policy to receive cover under all benefit sections of your travel plan. When chosen, this option is shown on your Certificate of Insurance.

In addition to cover under the Schedule of benefits, you will receive the following benefits:

Benefit

Applicable limits per Primary Traveller

Pre-paid ski costs $300
Ski run closure

$100 per day up to a maximum of $500

Hiring replacement snow sports equipment

$300

Refer to the section Snow sports cover for further cover details with this option.

Specified item cover option

Limits apply to cover provided for personal items. You can cover items worth more than the item limits on payment of an additional amount. Items separately insured under this Specified item cover option are covered up to the amount specified even if this amount exceeds the total Luggage limit set out in the Schedule of benefits. You can specify each item up to a maximum of $6,000, with the total of all items being no greater than $15,000. Specified items are shown on your Certificate of Insurance. You must insure the total value per item.

Please ensure you have proof of value (not more than 12 months old) of any item you specify. This will be required should you make a claim. Depreciation is not applied to specified items in the event of a claim. The Specified item cover option is subject to the terms and conditions as detailed under Section 10A - Luggage and personal effects in this document.

Specified medical conditions option

If you seek cover for events that arise from or relate to your existing medical condition(s) - other than those listed in Automatically covered conditions for which you meet the eligibility criteria - please refer to the section Existing medical conditions for the application, medical screening and cover details.

If we agree to offer you cover for your existing medical condition(s), we will advise you in writing of any additional terms and conditions of that cover, including any additional Specified medical condition excess and premium that will be payable. Additional premiums may be significant. If you purchase this cover, it will be shown on your Certificate of Insurance.

Existing medical condition(s)

You must apply for cover under the Specified medical conditions option at the time of policy purchase if:

What’s 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.

Getting cover for existing medical conditions (the “Specified medical conditions option”)

A number of the most common medical conditions are automatically covered by your policy. Even if your existing medical condition isn’t automatically covered, in many cases you’ll still be able to get cover on application. Here’s what you need to do:

  1. Check if your condition is an automatically covered condition:
    We’ll automatically cover you for over 40 medical conditions. If your existing medical condition is on the list of Automatically covered conditions, and you satisfy all the criteria related to that condition, you’re covered for events that arise from or relate to that condition as part of our standard cover.

  2. Apply to add any conditions that aren’t automatically covered as specified medical conditions:
    If you have one or more existing medical conditions that aren’t automatically covered that you want cover for, you must let us know at the time you buy your policy and complete a medical screening. We’ll ask you some questions about your health and then determine whether we can offer you cover and, if so, on what terms.
    In many cases, we expect that we’ll be able to offer you cover for your existing medical condition(s) for an additional premium. If you choose to pay the additional premium, the condition becomes a specified medical condition covered under your policy, and the premium and any additional excess will be shown on your Certificate of Insurance. You’ll then be covered for events that arise from or relate to the specified medical condition(s).

What happens if you choose not to get cover for your existing medical condition(s)?

If you have an existing medical condition that’s not automatically covered under your policy or added to your policy as a specified medical condition, then you won’t be covered for any claim that arises in relation to that existing medical condition.

High risk medical conditions

If you have ever had any of the following medical conditions, you must have a medical screening before you buy your policy. We will then determine if the condition can be added to your policy and covered as a specified medical condition.

  • heart conditions – cardiovascular/coronary heart disease;

  • respiratory conditions (except asthma and/or sleep apnoea providing they are automatically covered);

  • chronic kidney disease;

  • conditions involving the neck or back;

  • cancer which has metastasised (the process by which cancer spreads from the place at which it first arose as a primary tumour to distant locations in the body);

  • immune system deficiencies/reduced immunity; or

  • any terminal illness.

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. 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 illness must either have:

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

When aren’t you covered?

You won’t be covered for any claims that arise from any past or current pregnancy-related illness if you don’t apply for cover for those medical conditions, they aren’t approved by us in writing and you don’t pay the applicable premium for that cover at the time you buy your policy.

This means that if you don’t tell us about current or past pregnancy-related illness(es) at the time you buy your policy – or if you do tell us about them and choose not to pay the additional premium to cover them as specified medical conditionsyou won’t be covered for any claims that arise as a result of those illnesses.

Also, you should plan your trip so you’re home by the end of the 26th week for single pregnancies (or the 19th week for multiple pregnancies). If you don’t, and something happens, you won’t be covered.

Looking to fall pregnant?

You don’t need to currently be pregnant to apply for cover in relation to any pregnancy-related illnesses you’ve had in the past. If you’re thinking about having a baby and you have a history of pregnancy-related illnesses, follow the instructions in this section to apply for cover. If you don’t tell us about prior pregnancy-related illnesses and you then fall pregnant, there’s no cover under your policy for anything that happens as a result of those illnesses.

Sporting activities not covered

Most amateur sporting activities are covered under this policy. You are not covered for sporting activities such as:

  • Activities on snow and ice (except snow sports (as defined) when you have purchased the Snow sports cover option);

  • BASE jumping;

  • Racing (except on foot);

  • Any professional sporting activity;

  • Running with the bulls;

  • Mountaineering and rock climbing using support ropes; and

  • Hunting.

Excesses

Standard excess

We will not pay the first $100 (the excess) for any one event except in relation to claims under Sections 1C-1D, 5A-5G, 6, 7, 8A-8C, 9, 10B and 10C.

Specified medical conditions excess

If you receive cover for any specified medical condition(s) and your Certificate of Insurance shows you have this cover, an additional excess may also apply to each occurrence relating to your specified medical condition(s) when you claim. This additional excess will also be shown on your Certificate of Insurance and on any other related documents we send you; however, you cannot change or remove this excess.

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.

Unattended luggage and personal effects

There is no cover under this policy for luggage and personal effects that are left unattended. Please refer to the definition of unattended in this document and Losses we do not cover under Section 10.

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

International travel insurance is GST exempt, including the cancellation cover and any domestic flights required to connect with your international flights.

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 or additional benefits you purchased have been added to your policy, 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 Privacy 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 insurance.

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 18 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, fiance or fiancee, 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.

Home in Australia

your usual residential address in Australia. If you do not travel directly to your home in Australia at the completion of your trip, it means the point of arrival of your carrier or an Australian hospital if we repatriate you.

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.

Permanently disabled

permanent and total loss of sight in one or both eyes, or permanent and total loss of use of one or more limbs

Personal computer

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

Primary traveller

a traveller shown on your Certificate of Insurance as an ‘Insured Primary Traveller’. It does not include accompanying children.

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.

Rental vehicle

any 4-wheeled vehicle with a gross vehicle mass less than 4.5 tonnes that you:

  • hire from a registered rental vehicle company; and

  • have a rental vehicle agreement in writing.

Resident of Australia

any person who currently resides in and has unrestricted right of entry into Australia and is enrolled in Medicare in Australia.

Snow sports

snow skiing and snowboarding on and off-piste, back country skiing and snowboarding, snowmobiling, tobogganing, cross-country skiing, telemark skiing.

Specified medical condition

an existing medical condition that we’ve agreed in writing to cover under your policy and for which you’ve paid an additional premium. The additional premium will be shown on your Certificate of Insurance.

Terrorism

an act or threat of violence of 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.

Unattended

leaving your luggage or personal effects either with a person who is not a member of your travelling party, or, in a public place where it can be taken without your knowledge or at a distance from which you cannot prevent it from being taken.

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. Ongoing payments under Section 1A - Medical expenses incurred outside of Australia, if we decide on the advice of a medical practitioner appointed by us that you are capable of being repatriated to Australia. If you do not agree to return to your home in Australia, we may limit the amount we will pay for medical expenses and associated costs as determined by us on the basis of what those costs were likely to have been had you returned.

  8. A loss caused by, arising directly or indirectly from, or in any way connected with, an act or threat of terrorism. This exclusion does not apply to Section 1A - Medical expenses incurred outside of Australia; Section 2A - Emergency dental expenses incurred outside Australia; Section 5G – Hijacking; Section - 7B Repatriation of remains or funeral expenses overseas; Section 10 – Luggage; or under Section 3 - Medical evacuation and repatriation for the cost of repatriation to or within Australia, if the carrier requires you to be brought back with a medical escort.

  9. 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.

  10. 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.

  11. 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.

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

  13. 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 - Medical expenses

(Cover not available within Australia.)

Cover is subject to the exclusions detailed in Losses we do not cover under Sections 1-9 and to the General exclusions.

Section 1A - Medical expenses incurred outside of Australia

We will pay the usual and customary cost of medical, hospital, ambulance or other medically justified treatment you actually and necessarily received outside Australia during the trip if you suffer an injury or an illness during the trip. However, the treatment must be given or prescribed by a medical practitioner or paramedic. If treatment is due to a claimable event under this section the first 6 visits for treatment by a chiropractor or physiotherapist will be covered, however, for any further treatment you must have our consent. All expenses under this section must be incurred within 12 months of the date of the illness or injury.

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

If we pay any medical expenses on your behalf or reimburse you for any medical expenses then we have the right to:

  • seek reimbursement from you if you receive any payment from any other source for these expenses; or

  • take action in your name to recover these payments.

Section 1B - Permanent disability

We will pay you if during your trip you suffer an injury and as a result of that injury you become permanently disabled within 12 months of sustaining the injury.

For each claim under this section, we will pay the ‘per primary traveller’ limit set out in the Schedule of benefits. Your total policy limit - the ‘applicable limit’ multiplied by the number of primary travellers - is shared by everyone listed on your Certificate of Insurance.

Section 1C - Cash in hospital

(No excess applies)

We will pay you for each completed 24 hour period that you are confined to hospital outside Australia as a result of injury or illness occurring during your trip and resulting in a total period of confinement exceeding 48 hours for any one event.

For each claim under this section, we will pay up to the ‘per primary traveller’ limit set out in the Schedule of benefits. Your total policy limit - the ‘applicable limit’ multiplied by the number of primary travellers - is shared by everyone listed on your Certificate of Insurance.

Section 1D - Post hospitalisation accommodation

(No excess applies)

If you have been hospitalised overseas for a minimum of 48 hours, we will pay towards your accommodation after you leave hospital whilst you are recuperating, up to a maximum of 5 days. We will not pay for additional accommodation expenses when a claim is made for cancelled accommodation expenses covering the same period of time.

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

Section 2 - Dental expenses

(Cover not available within Australia.)

Cover is subject to the exclusions detailed in Losses we do not cover under Sections 1-9 and to the General exclusions.

Section 2A - Emergency dental expenses incurred outside Australia

We will pay the cost of emergency dental treatment received outside of Australia during the trip, if you suffer an injury to healthy natural teeth during the trip. This does not cover damage to dentures or dental prostheses (which is covered under Section 10A). If treatment is due to a claimable event under this section the first 6 visits will be covered, however, for any further treatment you must have our consent.

All expenses under this section must be incurred within 12 months of the date of the injury.

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

Section 2B - Dental expenses due to sudden and acute pain

We will pay for your dental costs incurred outside of Australia, during the trip, which the treating medical practitioner certifies in writing is for the relief of sudden and acute pain.

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

If we pay any dental expenses on your behalf under this Section 2 or reimburse you for any dental expenses, then we have the right to:

  • seek reimbursement from you if you receive any payment from any other source for these expenses; or

  • take action in your name to recover these payments.

Section 3 - Medical evacuation and repatriation

Cover is subject to the exclusions detailed in Losses we do not cover under Sections 1-9 and to the General exclusions.

We will pay you if you have to interrupt your trip after it has begun, for necessary medical evacuation or repatriation that you undertake with our consent. Travel expenses for your evacuation or repatriation are only covered if the attending medical practitioner advises us in writing that you are unfit to continue the trip. The following conditions apply:

  1. The decision to repatriate you is ours, and we will not pay for any evacuation or repatriation expense unless it is medically justified and you have received our consent.

  2. We will not pay for expenses incurred to resume the trip after you have returned to your home in Australia.

  3. For repatriation, we will not pay more than the cost of repatriation to your home in Australia.

  4. Additional travel must be at the fare class that you originally chose, except where we agree otherwise on the basis of a written recommendation by your attending medical practitioner.

  5. If you do not have a return ticket at the time of the event that causes a claim under this section, we will deduct the cost of an economy class airfare at the carrier’s regular published rates for the return journey, from any payment we make.

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

Section 4 - Cancellation and additional expenses

Cover under this section is only provided for an event listed in Cancellation and additional expenses – events we cover under Section 4. Cover is also subject to the exclusions detailed in Losses we do not cover under Sections 1-9 and to the General exclusions.

Cancellation and additional expenses - events we cover under Section 4

We will cover you for Section 4 - Cancellation and additional expenses, for your expenses in respect of your planned trip, 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 Sections 1-9 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 in the country 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.

  15. The insolvency or financial default of scheduled services airlines, hotel and resort operators, car and campervan hire companies, cruise lines, railway operators and theme park operators, excluding travel agents. The most we will pay for this event is the applicable limit set out in the Schedule of benefits.

Section 4A - Cancellation or holiday deferment costs

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

We will not pay for the value of your unused pre-paid transport costs where we have repatriated you a distance equivalent to, or greater than, the total distance remaining on your itinerary at the point of repatriation. Where the total distance of the repatriation is less than the unused travel arrangements we will calculate your entitlement on a pro-rata basis, taking into account the cost of your original ticket.

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

Section 4B - Agent’s cancellation fees

We will pay for agent’s cancellation fees when full monies have been paid. If only a deposit has been paid at the time of cancellation, we will pay the agent’s cancellation fees up to the maximum of the deposit. In any event, we will not pay more than the level of commission and/or service fees normally earned by the agent had the trip not been cancelled.

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

Section 4C - 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 primary traveller’ set out in the Schedule of benefits. Your total policy limit - the ‘applicable limit’ multiplied by the number of primary travellers - is shared by everyone listed on your Certificate of Insurance.

Section 4D - Loss of reward points

We will pay for flight reward points, other than Qantas Points, lost due to the cancellation of your airline ticket. 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 primary traveller’ set out in the Schedule of benefits. Your total policy limit - the ‘applicable limit’ multiplied by the number of primary travellers - 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.

Section 4E - Emergency travel arrangements and accommodation expenses

We will pay you if you have to interrupt your trip after it has begun – due to an event listed in Cancellation and additional expenses – events we cover under Section 4 – for necessary additional travel, accommodation and meals that you undertake with our consent.

Travel expenses for your return home due to your illness or injury are only covered if the attending medical practitioner advises us in writing that you are unfit to continue the trip and we agree.

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

The following conditions apply:

  1. We will not pay for expenses incurred to resume the trip after you have returned to your home in Australia.

  2. Additional travel must be at the fare class that you originally chose, except where we agree otherwise on the basis of a written recommendation by your attending medical practitioner

  3. If you do not have a return ticket at the time of the event that causes the cancellation, we will deduct the cost of an economy class airfare at the carrier’s regular published rates for the return journey from any payment we make.

  4. We will not pay for additional transport or accommodation expenses when a claim is made for cancelled transport or accommodation expenses covering the same period of time.

  5. We will not pay for accommodation expenses for periods where you have not forfeited pre-paid accommodation arrangements, except under Section 1D.

  6. You must give us your receipts and written advice that you are unfit to continue the trip.

Section 5 - Extra travel cover

Cover is subject to the exclusions detailed in Losses we do not cover under Sections 1-9 and to the General exclusions.

Section 5A - Travel delay

(No excess applies)

If during your trip your pre-paid, scheduled public transport is delayed for at least 6 hours due to an unforeseen reason outside of your control, we will pay your:

  1. reasonable costs of rearranging your travel arrangements, including additional accommodation and travel arrangements to resume your pre-paid arrangements; or

  2. costs of reasonable additional accommodation and meals.

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

You must give us your receipts, and written confirmation of the delay from the carrier.

Section 5B - Airfare compensation

(No excess applies)

We will pay you for the cost of your original air ticket (less any refund that is due to you) if, because of an injury, occurring during the trip, that happens after your departure from Australia, the carrier requires you to be brought back to Australia with a medical escort. However, we will only do so if either:

  • there are more than 5 days of the trip, or 25% of its length, whichever is the greater, remaining; or

  • you have been confined to hospital overseas for more than 25% of the trip.

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

Section 5C - Resumption of trip

(No excess applies)

We will pay you if you have to return to Australia with more than 25% of your trip remaining because of the hospitalisation or death of a close relative occurring during the trip as a direct result of sudden serious illness or serious injury, for the transport costs paid to resume your original trip, so you can use any travel, accommodation or tours, that were paid for before the departure date on the Certificate of Insurance.

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

We will not pay more than the cancellation costs that would have been incurred on those pre-paid arrangements had you not resumed your journey. This benefit is in place of, and not in addition to, any benefit payable under Section 4A – Cancellation or holiday deferment costs.

This policy will offer cover for the remainder of your trip where a claim is accepted by us under this Section. In no other circumstances will the resumption of your trip be covered under this policy unless you have obtained our consent.

Section 5D - Missed connection - special events

(No excess applies)

If your trip is interrupted by any unforeseen circumstances outside of your control and you are unable to arrive at your destination by the time originally scheduled for the purpose of attending a wedding, funeral, conference, 25th or 50th Wedding Anniversary or sporting event which cannot be delayed as a consequence of your late arrival, we will pay for the reasonable additional cost of using alternative public transport to arrive at the destination on time.

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

Section 5E – Internet use and telephone calls

(No excess applies)

We will pay for your necessary internet use or telephone calls from overseas to Australia where they arise directly out of a claimable event covered by any section of this policy. Your first point of contact for assistance is nib International Assistance – refer to nib International Assistance for contact information.

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

Section 5F - Withdrawal of services

(No excess applies)

We will pay you if all electrical and water facilities in your room; or waiter service at meals; or kitchen services where no food is served; or all chambermaid services are withdrawn due to unforeseeable circumstances at the pre-paid accommodation that you are staying at during your trip. These services must be withdrawn for 48 hours continuously and you must have written confirmation of your claim from the accommodation manager.

For each claim under this section, we will pay the ‘per primary traveller’ limit set out in the Schedule of benefits. Your total policy limit - the ‘applicable limit’ multiplied by the number of primary travellers - is shared by everyone listed on your Certificate of Insurance.

Section 5G - Hijacking

(No excess applies)

If you want to cancel your trip and return to your home in Australia after the scheduled transport service on which you are travelling is hijacked during your trip, we will pay you your pre-paid travel arrangements that you do not use, less any refunds due to you.

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

Section 5H - Non medical attendant

We will pay an economy class airfare and necessary accommodation for a relative or friend to travel to, remain with or escort you, in place of a medical attendant, if you are hospitalised as an in-patient as a result of suffering an injury or an illness during the trip. However, you must have written advice from the attending medical practitioner and you must also have our consent.

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

Section 5I - Emergency travel and accommodation expenses – relative

We will pay an economy class airfare and necessary accommodation for a relative to travel directly to you if you are hospitalised as a direct result of a critical injury or sudden critical illness during your trip, provided that you have our consent.

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

Section 6 - Rental vehicle expenses

(No excess applies)

Cover is subject to the exclusions detailed in Losses we do not cover under Sections 1-9 and to the General exclusions.

Section 6A - Rental vehicle insurance excess

We will pay you for the rental vehicle insurance excess, or the cost of repairing the vehicle, whichever is lower, if you hire a rental vehicle from a rental company and it is involved in an accident and you are the driver or it is stolen during the trip. You must provide a copy of the repair account and/or quote. This cover is not in place of rental vehicle insurance and only provides cover for the excess component.

The most we will pay for all claims under this section is set out in the Schedule of benefits. This benefit has a limit per policy; it is the most we’ll pay for all people on your Certificate of Insurance combined, per trip.

Section 6B - Return of rental vehicle

We will pay towards the cost of returning your rental vehicle to the nearest depot, including airport concession charges, if due to a claimable event covered by any section of this policy you are unable to do so during your trip.

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

Section 7 - Death expenses

(No excess applies)

Cover is subject to the exclusions detailed in Losses we do not cover under Sections 1-9 and to the General exclusions.

Section 7A - Accidental death

We will pay your Estate if, during your trip, you suffer an injury which results in your death within 12 months of the injury being sustained.

For each claim under this section, we will pay the ‘per primary traveller’ limit set out in the Schedule of benefits. There is no cover under Section 7A – Accidental death for any accompanying child.

Section 7B - Repatriation of remains or funeral expenses overseas

We will pay for your burial or cremation overseas, or the transporting of your remains to Australia, if you die during the trip.

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

Section 7C - Funeral expenses within Australia

We will pay for funeral expenses incurred within Australia if during your trip you suffer an injury which results in your death.

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

Section 8 - Snow sports cover (optional cover)

Section 8 - Snow sports cover only applies if you have purchased the Snow sports cover option.

When you buy the Snow sports cover option (which will be shown on your Certificate of Insurance) you have cover under the other benefit sections when you’re participating in a snow sport.

The following Snow sports cover benefits are also available when you purchase the Snow sports cover option. Cover is subject to the exclusions detailed in Losses we do not cover under Sections 1-9 and to the General exclusions.

Section 8A - Pre-paid ski costs

(No excess applies)

We will pay you for non-refundable pre-paid ski lift passes, ski equipment hire or tuition fees that cannot be used due to your injury or illness sustained during your trip.

The maximum amount payable for each person named on your Certificate of Insurance will be up to the ‘applicable limit per primary traveller’ set out in the Snow sports cover option. Your total policy limit - the ‘applicable limit’ multiplied by the number of primary travellers - is shared by everyone listed on your Certificate of Insurance.

Section 8B - Ski run closure

(No excess applies)

We will pay you if you are prevented from skiing at a pre-booked ski resort for more than 24 continuous hours during your trip, because insufficient snow or too much snow causes a total closure of the lift system. We will pay a daily benefit.

For each claim under this section, we will pay the ‘per primary traveller’ limit set out in the Snow sports cover option. Your total policy limit - the ‘applicable limit’ multiplied by the number of primary travellers - is shared by everyone listed on your Certificate of Insurance.

However:

  1. We will not pay for claims in respect of ski resorts that do not have skiing facilities at least 1,000 metres above sea level.

  2. We will not pay for claims that arise due to insufficient snow in Northern Hemisphere ski resorts outside the period 15 December to 31 March, or, in Southern Hemisphere ski resorts outside the period 1 July to 30 September.

Section 8C - Hiring replacement snow sports equipment

(No excess applies)

If your snow sports equipment is lost, delayed or damaged during the trip, we will pay you the necessary cost of hiring replacement equipment. Any claim made must be supported by receipts.

The maximum amount payable for each person named on your Certificate of Insurance will be up to the ‘applicable limit per primary traveller’ set out in the Snow sports cover option. Your total policy limit - the ‘applicable limit’ multiplied by the number of primary travellers - is shared by everyone listed on your Certificate of Insurance.

Section 9 - Benefits back home

(No excess applies)

Cover is subject to the exclusions detailed in Losses we do not cover under Sections 1-9 and to the General exclusions.

Section 9A - Home and contents insurance excess

We will pay you for the home and contents insurance excess if your normal place of residence in Australia is damaged or burgled during your trip and you make a claim against your home and contents insurance which is accepted and paid out. You must provide a copy of your police report or insurance claim or both.

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

Section 9B - Loss of income

We will pay you for your monthly income (net of income tax) if due to an injury you suffer during your trip, and on the advice of your medical practitioner, you are unable to attend your usual work in Australia. This benefit is only payable if your disability occurs within 30 days of the injury. Cover is limited to a period of 6 months from the first day in respect of which compensation is paid.

We will not pay you in respect of the first 30 days after you originally planned to resume your work in Australia. Before we make any payment we will contact Centrelink or similar bodies to confirm any payments that must be deducted from any payment we make.

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

Section 9C - Home services

We will pay you for necessary home services provided by a registered home services business if you have been repatriated to Australia by us during your trip because of an illness or injury suffered by you during the trip and your injury or illness restricts your ability to perform these services. You must have our consent.

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

Section 9D - Domestic pets

We will pay you for additional kennel or cattery boarding fees for domestic cats and dogs owned by you if you are delayed beyond your original return date due to an event covered by this policy. However, you must give us a statement confirming the additional fees.

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

Section 9E - Child care costs

We will pay you for the additional cost of child care provided in Australia by a registered or appropriately qualified child care worker for a child or children who are related to you, financially dependant, under the age of 18 years at the time the Certificate of Insurance is issued and who are in your full time care, if you are delayed beyond your original return date due to an event covered by this policy. However, you must give us a statement from the registered or appropriately qualified child care worker confirming the additional fees.

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

Losses we do not cover under Sections 1-9

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 100 cc; 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; or

    5. participates in activities on ice or snow, except for a snow sports activity where you have paid the additional premium and the Snow sports cover option is shown on your Certificate of Insurance.

  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 your specified medical conditions or to your Automatically covered conditions.

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

  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. You operate a rental vehicle in violation of the rental agreement.

  10. Any kennel or cattery fees incurred outside Australia or as a result of quarantine regulations.

  11. Any child care costs incurred outside Australia.

  12. You incur medical, ambulance and ancillary expenses within Australia.

  13. 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).

  14. 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 10 - Luggage

Cover is subject to the exclusions detailed in Losses we do not cover under Section 10 and to the General exclusions.

Section 10A - Luggage and personal effects

We will pay you for each of the following:

  1. Accidental loss, theft of, or damage to, your luggage or personal effects including things you buy during the trip, while they are accompanying you during your trip.
    The way we will pay the claim will depend on the type of cover you have chosen. If you do not have the Specified item cover option, we will, after allowing for wear, tear, and depreciation, choose between repairing or replacing the property, or paying you its value in cash. Sub-limits apply to each item of luggage and personal effects, to smartphones, personal computers, videos and cameras and for watches and jewellery unless you have separately insured an item under the Specified item cover option. A pair or related set of items – for example, a camera, lenses (attached or not), tripod and accessories or a chain and pendant – are only one item for this purpose unless each individual item has been separately insured under the Specified item cover option.
    The maximum amount payable for each person named on your Certificate of Insurance will be up to the ‘applicable limit per primary traveller’ set out in the Schedule of benefits. Your total policy limit - the ‘applicable limit’ multiplied by the number of primary travellers - is shared by everyone listed on your Certificate of Insurance.

    Specified item cover (option only)

    If you have separately insured an item under the Specified item cover option and you have a receipt or valuation less than 12 months old for any item you specify, depreciation does not apply. Items separately insured under the Specified item cover option are covered up to the amount specified even if this amount exceeds the applicable limit(s) set out in the Schedule of benefits.

  2. Automatic reinstatement – In the event that a claimable loss, theft, or damage to your luggage and personal effects is incurred, we will allow you one automatic reinstatement of the applicable limit.

What we require in the event of a claim:

  1. within 24 hours of becoming aware of the loss, notify the police or the responsible officer in the aircraft, vessel, train, or motor coach you are travelling in, or in the hotel in which you are staying, and give us their written report of the incident when you make the claim.

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

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

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

  5. 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.

Section 10B - Emergency luggage

(No excess applies)

We will pay towards the cost of purchasing essential articles such as clothing and toiletries if your total accompanied luggage is delayed, misdirected or temporarily misplaced by the carrier for a period in excess of 12 hours during your trip.

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

If after 72 hours your delayed luggage is still missing, the limits under Section 10B are doubled. If your luggage is not recovered, the amount paid by us for its loss will be reduced by the total of any amounts paid for under this section. You must give us the relevant receipts and written confirmation of your claim from the appropriate authority. This benefit does not apply on the leg of your trip that brings you to your home in Australia.

Section 10C - Cash

(No excess applies)

We will pay for the loss of money that was either carried on your person at the time of loss or secured in a locked safe, provided that you reported the loss to the police within 12 hours of becoming aware of the loss and obtained a written police report.

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

Section 10D - Replacement passports and travel documents

We will pay for the cost of reissuing or replacing your travel documents, travellers cheques, passport, or credit cards after they have been accidentally lost or have been stolen during your trip. You must comply with any conditions of the issuing body.

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

Section 10E - Hiring replacement golf and surf equipment

(No excess applies)

If your golf or surf equipment is accidentally lost, delayed or damaged during your trip we will pay for the cost of hiring replacement golf or surf equipment.

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

Any claim must be supported by receipts.

Losses we do not cover under Section 10

We will not pay for any of the following:

  1. Loss, theft of, or damage to:

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

    2. watercraft of any type (excluding surfboards).

    3. sporting equipment in use.

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

    5. the screens of personal computers, smartphones or tablets at any time.

    6. unaccompanied luggage or personal effects, for example items shipped or transported separately from you.

    7. property that you leave unattended or that occurs because you do not take reasonable care to protect it.

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

    9. personal computers, or smartphones, or communication, or photographic, or electronic equipment, or jewellery, or watches left unattended by you in a motor vehicle for any length of time, even if in the boot of the motor vehicle.

    10. luggage or personal effects left unattended by you overnight in a motor vehicle for any length of time.

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

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

  3. Mechanical or electrical breakdown or malfunction repair costs.

Section 11 - Personal liability

Cover is subject to the exclusions detailed in Losses we do not cover under Sections 11 and to the General exclusions.

We will pay you for your legal liability to pay damages or compensation because your negligence during the trip causes injury to a person who is not a member of your family or travelling party, or loss or damage to property that is not owned by you or a member of your family or travelling party, or is not in your or their custody or control. Provided our consent is obtained we will also pay your legal costs in relation to that liability. The applicable limit is a combined total for your liability and your costs.

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

Losses we do not cover under Section 11

We will not pay for a liability:

  1. arising out of your trade, business or profession;

  2. for injury to an employee arising out of, or in the course of, their employment by you;

  3. arising out of an unlawful, wilful or malicious act by you;

  4. arising out of your ownership, possession or use (including as a passenger) of a mechanically propelled vehicle, or any aircraft or watercraft; or

  5. arising out of you passing on an illness to another person.

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 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’s 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: QAINT70-0320