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Our Policy Conditions


Travel insurance is an important purchase to consider during the trip planning process. Finding suitable cover that meets your needs can help you travel with peace of mind. The purpose of our travel insurance is to protect you from unforeseen mishaps or accidents – but we can’t cover you for absolutely everything. This is where our Product Disclosure Statement comes in. In this document, we outline what we can and cannot provide cover for.

Make sure you read and understand our policy conditions that we have listed below. Please also read our Direct PDS online and check out the information about our General Exclusions here.

Ready to select your cover? Get a quote online for Cover-More travel insurance.


The excess is the first amount of a claim that we will not pay for. It is deducted from your claim if it is approved by us. The excess applies per event i.e. If you fall over and need medical treatment, and smashed your smart phone in the fall, the excess will be deducted once.

The excess, if applicable, applies to any claim arising from a separate event in respect of Sections 1, 2, 3, 4, 5, 9, 10 and 17, and for Section 18 where relevant. The excess is the amount shown on your Certificate of Insurance.

Claim example: You have a $250 excess on Your policy. If you made a claim for $2,500 under the Overseas Medical and Dental Expenses section, you already paid the expenses and we approve your claim, we would deduct the $250 excess from the claim before we paid you. If, via our emergency assistance team, we approved a claim directly with an overseas medical provider, we may ask you to pay the $250 excess directly to the provider at the time or request you to pay it to us before we can finalise your claim with the provider. In any event, the total claim we pay is $2,250.

In some circumstances, we may impose an extra or increased excess for claims arising from existing medical conditions. We will inform you in writing if this applies: These will be set out in your Certificate of Insurance or in a letter from our medical assessment team.

Limits of liability

The limits of our liability for each section of the policy are the amounts shown in the relevant benefit table for the plan selected except:

a) where the policy limit for the Amendment or Cancellation Costs in Section 3 on the International Premium Plan or Inbound Plan will be shown on your Certificate of Insurance;
b) where additional luggage cover has been effected;
c) on the Domestic Plan where the maximum liability collectively shall not exceed in total the sum insured stated under the policy plan selected for the Additional Expenses and Amendments or Cancellation Costs sections;
d) on the Domestic Cancellation Plan where the maximum liability collectively shall not exceed in total the sum insured stated under the policy plan selected for Sections 2 and 3;
e) the maximum liability collectively for Sections 13, 14 and 15 shall not exceed $25,000 on the Premium Plan or, $10,000 on the Domestic Plan,
f) the maximum liability collectively for Sections 1 and 2 shall not exceed $10,000,000 on the Inbound Plan;
g) where you have paid an additional amount to increase the level of Rental Car Insurance Excess Cover;
h) or we may also notify you in writing of different limits such as on your Certificate of Insurance.


a) You must report any loss or theft of luggage, personal effects, travel documents or money to the police, the transport provider or accommodation provider as relevant within 7 days of you first becoming aware of the loss or theft. You should obtain a report confirming the incident to submit to us with your claim.
b) You must take all reasonable steps to prevent or minimise a claim.
c) You must not make any offer, promise of payment or admit any liability without our consent.
d) 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.
e) You must at your own expense, supply any documents in support of your claim which we may request, such as a police report, a Property Irregularity Report (PIR), receipts, valuations, a repair quote, a death certificate and/or medical certificate.
f) You must co-operate fully in the assessment or investigation of your claim.
g) When making a claim, you are responsible for assisting us and acting in an honest and truthful manner. If you make or try to make a false, exaggerated or fraudulent claim or use any false, exaggerated or fraudulent means in trying to make a claim, we will not pay your claim, your cover under this policy will be voided (without any return of the amount you have paid), we may report you to the appropriate authorities and you may be prosecuted.
h) Where you are a registered entity on a Domestic or Domestic Cancellation Plan You may be entitled to an input tax credit for your amount payable and/or for things covered by this policy. You must disclose these entitlements to us if you make a claim under your policy.
i) If we agree to pay a claim under your policy we will base any claim payment on the Goods and Services Tax (GST) inclusive costs (up to the relevant limits of liability). 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 this policy.
j) We will be entitled, at our expense, to have you medically examined or, in the event of death, a post-mortem examination carried out. We will give you or your legal representative reasonable notice of the medical examination.

If you are able to claim from a statutory fund, compensation scheme or Transport Provider

If you are able to claim from a statutory fund, compensation scheme (for example a private health fund or workers compensation scheme) or transport provider for monies otherwise payable under this policy you must do so and the policy will only cover the remaining amount.

You must help us to make any recoveries

We have the right to recover from any other party in your name, money payable under the policy or to choose to defend any action brought against you. You must provide reasonable assistance to us.

Claims payable in Australian dollars

All amounts payable and claims are payable in Australian dollars at the rate of exchange applicable at the time the expenses were incurred.

Policy interpretation

The policy shall be interpreted in accordance with the law of the Australian State or Territory in which it is issued.

Emergency assistance

a) Where your claim is excluded or falls outside the policy coverage, the giving of emergency assistance will not in itself be an admission of liability.
b) The medical standards, sanitary conditions, reliability of telephone systems and facilities for urgent medical evacuations differ from country to country. Responsibility for any loss, medical complication or death resulting from any factor reasonably beyond our control cannot be accepted by our emergency assistance, Cover-More or Us.

Free extension of insurance

Where your journey is necessarily extended due to an unforeseeable circumstance outside your control, your period of insurance will be extended until you are physically able to travel home by the quickest and most direct route. The period of insurance will not be extended for any other reason.

Special conditions, limitations, excesses and amounts payable

If you:
a) want cover for an existing medical condition or pregnancy which does not satisfy the provisions set out in the PDS you will need to complete a health assessment. We will notify you of the outcome.

If we are able to approve cover for the condition(s) or pregnancy you must pay an extra premium to us. Cover may be subject to special conditions, limitations, limits, and excesses.

b) in the last 5 years have:
i. made 3 or more travel insurance claims, or
ii. had insurance declined or cancelled or had a renewal refused or claim rejected, or
iii. been in prison or had any criminal conviction (other than driving offences),
cover must be separately applied for and accepted by us, and it may be subject to special conditions, limitations, excesses and amounts payable.

We will notify you in writing of these before we issue the policy.

Automatic reinstatement of sums insured

If you purchase the Annual Multi-Trip policy, the limits of liability under each section of the policy are automatically reinstated on completion of each journey and in respect of the Luggage and Travel Documents section, also once on each journey.

Policy conditions applying to Overseas Medical and Dental Expenses and Additional Expenses sections only

a) We have the option of returning you to Australia if the cost of medical and/or additional expenses overseas are likely to exceed the cost of returning you to Australia subject always to medical advice. We also have the option of evacuating you to another country.
b) In all cases the cost of evacuation or to bring you back to Australia will only be met if your claim is approved by us and it was arranged by and deemed necessary by our emergency assistance network.
c) If we request that you be moved to another hospital, return to Australia or be evacuated to another country and you refuse, we will only consider:
i. your costs and expenses per sections 1: Overseas Medical and Dental Expenses and 2: Additional Expenses (as applicable) incurred up to the time of our request; and
ii. the lesser of:

  • an amount equivalent to the costs and expenses per sections 1: Overseas Medical and Dental Expenses and 2: Additional Expenses (as applicable) that you would have incurred after our request had you moved to another hospital, returned to Australia or been evacuated to another country as requested; or
  • Your costs and expenses actually incurred after our request.

d) If you are hospitalised, we will pay for a share room. If a share room is not available, we will pay to upgrade you to a single room.

e) If you do not hold a return airline ticket an amount equal to the cost of an economy class one way ticket will be deducted from your claim for repatriation expenses.

Policy conditions applying to sections 13: Loss of Income, 14: Disability, and 15: Accidental Death only

a) If the conveyance you are travelling in disappears, sinks or crashes and your body has not been found after 12 months you will be presumed to have died.
b) You must obtain and follow advice and treatment given by a qualified medical practitioner as soon as possible after suffering a disabling injury, during the period of insurance.

Non-Australian residents travelling to Australia – Inbound Plan

This policy condition applies if you have paid the Inbound Plan amount payable and you are a non-Australian resident. In this policy wording (other than in this policy condition, the second bullet point on page 31, in Section 1: Overseas Medical and Dental Expenses and Section 17: Medical and Dental Expenses in Australia , and in the General Exclusions):
1. the word “Australia” should be replaced with your country of residence; and
2. the word “overseas” should be interpreted to mean a place outside your country of residence.

Sanctions regulation

Notwithstanding any other terms or conditions under this policy, we shall not be deemed to provide coverage and will not make any payments nor provide any service or benefit to you or any other party to the extent that such cover, payment, service, benefit and/or activity of yours would violate any applicable trade or economic sanctions, law or regulation.

Refer to the full PDS before deciding on our travel insurance. You can get a quote online to see how affordable protecting your travels can be.


The information on this page relates to the Direct Cover-More travel insurance product effective 31 March 2021.