Travel Insurance by Cover-More - Australia's most popular travel insurance provider

Frequently asked questions

Below you find a list of frequently asked questions. If the answer to your question is not on this page, please contact our friendly customer service.

Cover

Q: Will you cover me for a one-way trip?

A: Yes, with Options or Essentials. As long as you are staying no longer than 12 months in an Area 1 destination (USA/Canada/Africa), and no longer than 18 months for all other destinations.

Q: Can I purchase an Annual 'Business' policy?

A: To be eligible you must fit the following criteria:

•     Up to 74 years of age at the time of policy issue
•     Australian resident
•     Travel must be mainly for business purposes and for an Australian company

If you do not fit these criteria, you may find that an Annual Multi-Trip policy may suit you.

Q: I'm going overseas for over a year, will you cover me?

A: In most cases yes we will. Cover-More Travel Insurance policies allow you to stay away for a maximum of 18 months.

Q: What do I do if my Luggage is delayed by a Transport Provider?

A: If a Transport Provider overseas delays your entire luggage for more than 24 hours, there is a provision to claim for the purchase of essential items of clothing and toiletries. Limits of this cover on:

• Options (Plan I) are up to $500 for delays in excess of 24 hours and up to $1000 for delays in excess of 72 hours
• Travelsure (Plan TI) are up to $375 for delays in excess of 24 hours and up to $750 for delays in excess of 72 hours
• Essentials (Plan IB) is up to $200 if delay is in excess of 24 hours
• Business is up to $1000 for delays in excess of 24 hours and up to $2000 for delays in excess of 72 hours.
• Corporate is up to $1000 for delays in excess of 12 hours and up to $2000 for delays in excess of 72 hours

Q: What if I have a luggage item that is more than the specified policy limit?

A: There is an option to increase your luggage item limit for an additional cost. Please refer to the Policy Disclosure Statement (PDS).

Q: How many accompanied children are allowed to travel on a policy?

A: There is no limit to the number of accompanying children, as long as they are your own children or grandchildren. (NB: Children are not covered on any DA plans (Cancellation and Amendment for Domestic) - they must buy their own policy if they want cover).

For Corporate Plans - 6 accompanying children can travel on the Corporate policy as long as they are travelling with the policyholder.

Accompanying children are defined as your own children or grandchildren and under 21 years of age and not in full time employment.

Q: I will be Snow Skiing/Snowboarding, am I covered?

A: Yes. Cover More Travel Insurance policies offer cover for snow skiing and snowboarding with an extra premium. Please note you will NOT be covered if:

• You are skiing or snowboarding off-piste
• You are racing
• You are participating in a professional capacity

Q: I want to buy extra coverage for a valuable item, what do I do?

A: Before departure, you must contact the agent or broker you purchased the insurance from and provide them with a valuation or the purchase receipt for the item you wish to insure. The extra cover can then be added to your policy. Check the policy brochure for limits.

Q: I am taking part in a race or sporting competition, am I covered?

A: We cover many different types of sporting activities as long as the activity is not in a professional capacity and not listed in the "We Will Not Under Any Section Pay For" section of the product disclosure statement. We cannot provide cover for participation in any races other than on foot (i.e. walking or running).

Q: Does the Business policy cover for non-business travel?

A: Yes, up to 6 weeks on non-business travel can be taken per year. Cover is provided when you are more than 250kms from your home.

Q: When will the drugs and alcohol exclusion apply?

A: General exclusion 14 is the exclusion under the policy which relates to claims involving drugs and / or alcohol and applies under any section of the policy that a claim is made. Please note this exclusion is only applicable if it was Your intoxication that resulted in the claim.

“We Will Not Under Any Section Pay For:

14. claims involving Your suicide, attempted suicide, self inflicted injury or condition, stress, travel exhaustion, the effect of, or chronic use of, alcohol or drugs or the transmission of any sexually transmittable disease or virus.”

This exclusion will apply to claims where a proximate cause of the claim is due to the consumption of drugs and / or alcohol, i.e. where the actual effect of drugs and / or alcohol has caused and / or contributed toward the claim. When deciding if using this exclusion is appropriate for the situation, we will consider the nature of the event that caused the claim: if it can be shown that the claim was the direct result of your intoxication, then the above exclusion may apply.

Conversely, if your claim would have occurred regardless of whether you had consumed drugs and / or alcohol, this exclusion will not be applied as your intoxication can not be seen as a contributing factor.

Any decision made by the claim department will be based on the information and documentation that is available on each individual claim.

Medical

Q: Are there any policy restrictions relating to coverage of Dental Expenses overseas?

A: The policy has provision for Emergency Dental Treatment overseas. There is no provision for dental treatment caused by or related to the deterioration and/or decay of teeth or associated tissue, or involving the use of precious metals.

Q: Will the policy cover my medical expenses incurred in Australia?

A: No, not unless you are on an Area 6 (Inbound to Australia) Essentials Inbound policy and not from a Reciprocal Health Agreement (RHA) country.

Q: I travel regularly and had an assessment done only two months ago. Nothing has changed, do I really need to submit a new form?

A: Yes - you must submit a new Assessment Form (or at least pages 2 and 3) for each policy you want to take.

Q: I have a medical assessment from another travel insurance provider, can I still submit it?

A: We cannot make a formal assessment based on another company's assessment form. Please see our Medical page for an easy online assessment or contact us for more information.

Q: When does my Doctor have to complete my existing medical condition form?

A: We only require your doctor to complete your form if you would like cover for your existing heart condition. For assessment of other conditions, please complete pages 2 and 3 of the assessment form. If you don’t want cover for your heart condition and you are travelling to an area 1 country you will still need to complete pages 2 and 3 of the assessment form. This is because we require you to tell us if you have ever been diagnosed with

• A heart condition
• A lung Condition
• Reduced immunity

Please indicate on the form that you do not want cover. In this case we do not require your doctor to complete the form.

Q: What do I do if I have an existing medical condition?

A: All Cover-More Travel Insurance policies automatically cover some existing medical conditions (please see the applicable product disclosure statement for details). Some of these are covered for free, and some may require an extra premium to be paid.

Q: How long will it take to assess my existing medical condition?

A: We will attempt to assess your condition as quickly as possible. We will usually be able to make an assessment and respond to you within 2 business days. If you submitted your assessment via a travel agency, we will respond to the travel agency provided that you have authorised us to do so.

Q: If I am pregnant, is there anything I need to be aware of when taking out Travelsure travel insurance?

A: Cover-More Travel Insurance policies provide cover for pregnancy, but the following conditions apply:

• If you are aware of your pregnancy at the time of issue of the policy there have been complications with this or any previous pregnancy or the conception was medically assisted, you will be required to complete an Assessment Form prior to cover being accepted.


• No cover is provided for standard check-ups or scans.


• No cover exists where unexpected serious complications of your pregnancy occur after the 26th week of pregnancy.


• Cover cannot be provided for childbirth or the health of a newborn child, irrespective of the stage of pregnancy at which the child is born.

Claims

Q: I can't find the answer to my question in the claims faq, who do I contact?

A: If your question has not been answered, or if you would like to discuss your claim in further detail please contact the claims department on 1300 72 88 22.

Q: I have all my claims documentation and would like to submit it - do I have to mail the documents in?

A: We require all original documentation in order to process your claim so please ensure that you post your claim form and original supporting information to us. N.B. We recommend that you keep photocopies of the documents for your records.

Q: I'm unable to provide/obtain documentation that is required to process my claim. Can I still submit a claim for consideration?

A: In the instance that you are unable to provide the information requested on the claim form please include a covering letter with your claim detailing why you cannot supply the documentation. A claims officer will assess your file and advise if the information provided is sufficient to process your claim or if further documentation is required.

Q: How long do I have to lodge a claim?

A: Our policy conditions state that "You must advise Us of any claim or occurrence which may give rise to a claim as soon as possible and within 60 days of the return date shown on Your Certificate of Insurance by sending a completed claim form."

Please see Policy Condition 5 – Claims for details

If you are about to submit a claim and have exceeded the 60 day time frame please include a covering letter with your claim form explaining why you were unable to submit your claim within this period.

If you are still within the 60 day time frame but believe you may exceed it please contact our claims department on 1300 72 88 22 in order to alert them to the fact. If you believe you may exceed the time frame because you are awaiting documentation relevant to your claim please note you are welcome to submit your claim form in the meantime.

Q: How long will it take to process my claim?

A: We aim to respond to all claims within 10 working days. If we require information or documents that were not supplied when the claim was submitted, we will be in touch. In these cases, the turnaround time may be greater than 10 working days.

Q: Filling out a claim form - what do i need to include? What sections do I need to fill out?

A: Please refer to our easy step-by-step guide: How to Make a Claim and our guide to what supporting documentation is required in order to process your claim.

Q: I believe my credit card has travel insurance - does this mean I cannot claim through Cover-More?

A: Some credit cards may have limited travel insurance associated with them. If you believe that your Credit Card may have this benefit you are still eligible to claim through Cover-More. Upon submission of your claim we may ask you to provide information pertaining to your credit card travel insurance, however any such requests will not slow down our processing of your claim, nor the settlement of your claim by Cover More.

Destinations & Plans

Q: What area/plan do I need travelling to Egypt?

A: As Egypt is located in Africa, an Area 1 (Worldwide) policy must be purchased.

Q: What plan do I need when travelling to Norfolk Island?

A: As there are no Medicare benefits on Norfolk Island, you need to choose International Plan I Area 2 (Restricted Worldwide) for Annual Multi-trip or Area 4 (Indonesia, South West Pacific, Norfolk Island and New Zealand) for Single trips.

Q: What plan do I need when travelling to Lord Howe Island?

A: You need a Domestic - Plan D.