HCF Hospital Silver Plus with HCF Top Extras, HCF Vital ... · HCF Hospital Silver Plus with HCF...

HCF Hospital Silver Plus with HCF Top Extras, HCF Vital Extras or HCF Mid Extras

Overseas Travel Insurance Conditions of Use

HCF HOSPITAL SILVER PLUS WITH TOP EXTRAS,VITAL EXTRAS OR MID EXTRAS MARCH 2019

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Contents

ABOUT THE INSURANCE COVER ................................................................................................. 3

CLAIMS ENQUIRY AND CONTACT HELPLINE .............................................................................. 4

COMPLAINTS AND DISPUTES ....................................................................................................... 5

CODE OF PRACTICE ...................................................................................................................... 6

PRIVACY NOTICE ........................................................................................................................... 6

FINANCIAL CLAIMS SCHEME ........................................................................................................ 7

Overseas Travel Insurance ............................................................................................................... 9

Important matters you should know about ....................................................................................... 11

General Conditions......................................................................................................................... 12

General Definitions: ........................................................................................................................ 13

General Exclusions ......................................................................................................................... 16

Section 1: Cancellation, Overseas Medical, Dental and Extra Expenses ....................................... 19

Section 2: Luggage, Personal Effects and Travel Documents ........................................................ 23

Section 3 Personal Liability ............................................................................................................ 24

Section 4: Rental Vehicle Excess ................................................................................................... 25

Section 5: Accidental Death and Loss of Income ........................................................................... 26

Section 6: Hijack and Detention ..................................................................................................... 27

Section 7: Missed Connection ........................................................................................................ 27

Section 8: Kidnap and Ransom ...................................................................................................... 28

Administration enquiries ................................................................................................................. 30

What to do in the event of a claim .................................................................................................. 30

Emergency and Medical Assistance Service Travel Guard® ................................................ 30


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Overseas Travel Insurance ABOUT THE INSURANCE COVER

This HCF Hospital Silver Plus with HCF Top Extras, HCF Vital Extras or HCF Mid Extras Overseas Travel Insurance is made available under a master policy (Policy number 2300109743) issued to The Hospitals Contribution Fund of Australia Ltd (“HCF”) (ABN 68 000 026 746, AFSL 241414, 403 George Street, Sydney NSW 2000), by AIG Australia Limited ("AIG") (ABN 93 004 727753, AFSL 381686, of Level 12, 717 Bourke Street, Docklands, Victoria 3008).

You are a beneficiary under the master policy if you are an eligible policyholder. AIG is the insurer of the master policy and underlying HCF Hospital Silver Plus with HCF Top Extras, HCF Vital Extras or HCF Mid Extras Travel Insurance. HCF is not the issuer or insurer of the master policy or of the underlying HCF Hospital Silver Plus with HCF Top Extras, HCF Vital Extras or HCF Mid Extras Travel Insurance, and neither HCF nor any of its related corporations are responsible for or guarantee any of the benefits under the HCF Hospital Silver Plus with HCF Top Extras, HCF Vital Extras or HCF Mid Extras Travel Insurance. This means that any eligible or admitted claim you make under the master policy is a matter between you and AIG and will be covered and paid by AIG on the terms of HCF Hospital Silver Plus with HCF Top Extras, HCF Vital Extras or HCF Mid Extras Travel Insurance. HCF does not hold anything on trust for, or for the benefit of, or on behalf of, you in relation to this HCF Hospital Silver Plus with HCF Top Extras, HCF Vital Extras or HCF Mid Extras Travel Insurance cover. Access to HCF Hospital Silver Plus with HCF Top Extras, HCF Vital Extras or HCF Mid Extras Travel Insurance cover is provided to you solely by the statutory operation of section 48 of the Insurance Contracts Act 1984 (Cth). These terms and conditions of cover provide factual information in relation to the HCF Hospital Silver Plus with HCF Top Extras, HCF Vital Extras or HCF Mid Extras Travel Insurance cover only. The information AIG provides is not intended to provide or imply any recommendation or opinion about such insurance. Any financial service provided by HCF in relation to the insurance is under their own Australian Financial Services Licence ("AFSL"). You will need to consider whether you should obtain your own financial advice from a person who is authorised to provide such advice under an AFSL.

HCF Hospital Silver Plus with HCF Top Extras, HCF Vital Extras or HCF Mid Extras Travel Insurance cover is provided at no additional cost to you and HCF does not receive any commission or remuneration from AIG for arranging HCF Hospital Silver Plus with Top Extras,Vital Extras and Mid Extras Travel Insurance cover. HCF will notify you if:

i. HCF Hospital Silver Plus with HCF Top Extras, HCF Vital Extras or HCF Mid Extras Travel Insurance will no longer provide cover to you. However no notification is required if substantially similar coverage applies or will


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apply for the coverage period (or remainder of such period); or ii. the coverage provided to you is, or likely to be, cancelled or not renewed.

You are able to verify the current status of your coverage and whether the master policy is still current at any time by contacting either AIG at 1800 358 374 or HCF at [email protected] or by calling 13 13 34. If you require copies of these terms and conditions of cover, please contact either AIG or HCF by way of the above contact details.

Please note that even if the master policy is terminated, AIG will continue to meet claims under your HCF Hospital Silver Plus with HCF Top Extras, HCF Vital Extras or HCF Mid Extras Travel Insurance cover, provided you had a valid claim under your HCF Hospital Silver Plus with HCF Top Extras, HCF Vital Extras or HCF Mid Extras Travel Insurance cover prior to such termination.

The insurance cover provided under this "HCF Hospital Silver Plus with HCF Top Extras, HCF Vital Extras or HCF Mid Extras Travel Insurance Conditions of Use" includes benefits and terms that differ from the standard terms for a prescribed contract of travel insurance as set out in the Insurance Contracts Act 1984 (Cth). HCF Hospital Silver Plus with HCF Top Extras, HCF Vital Extras or HCF Mid Extras Travel Insurance is only available to you if you are an eligible policyholder. Please read this document carefully to ensure that you understand the scope of the insurance cover provided by HCF Hospital Silver Plus with HCF Top Extras, HCF Vital Extras or HCF Mid Extras Travel Insurance and keep it in a safe place for future reference. If you wish to make a claim under HCF Hospital Silver Plus with HCF Top Extras, HCF Vital Extras or HCF Mid Extras Travel Insurance, you will be bound by the applicable definitions, terms, conditions, exclusions, limitations and claims procedures of the cover as set out herein. HCF Hospital Silver Plus with HCF Top Extras, HCF Vital Extras or HCF Mid Extras Travel Insurance contains general conditions, exclusions, claims conditions, and definitions which apply to every section of the insurance cover. There are also specific conditions, exclusions and definitions that apply only in relation to a specific section or benefit. You need to read both in relation to any section or benefit. Please also keep detailed particulars, receipts, and proof of any loss you suffer, as well as proof of your eligibility for HCF Hospital Silver Plus with HCF Top Extras, HCF Vital Extras or HCF Mid Extras Travel Insurance. AIG will not pay more than the sum insured or limit of liability for each benefit. AIG will not be liable under more than one section of the policy in respect of liability, loss or damage arising from the same happening in respect of the same liability, loss or damage.

CLAIMS ENQUIRY AND CONTACT HELPLINE

In the event of loss or damage, please contact AIG at 1800 358 374 or visit www.aig.com.au/claims to lodge a claim online or download a claim form.

mailto:[email protected]

http://www.aig.com.au/claims


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COMPLAINTS AND DISPUTES

How we will handle your complaint

We strive to provide an efficient, honest, fair and transparent standard of service at all times. We recognise that occasionally mistakes or misunderstandings can happen. If this is the case, we realise that you will want to let us know and may wish to make a complaint.

If you make a complaint we will make sure that your concerns are addressed as quickly as possible. What should you do if you have a complaint?

You can register a complaint by telephoning us on 1800 339 669, lodging your complaint on our website, or by writing to:

The Compliance Manager AIG Australia Limited Level 12, 717 Bourke Street Docklands VIC 3008

As soon as we receive your complaint we will take all reasonable steps to resolve it. You will receive a written response to your complaint within 15 working days, unless we agree a longer timeframe with you.

What should you do if you are not happy with our response to your complaint?

If you are not satisfied with our response to your complaint, you may wish to have the matter reviewed by our Internal Dispute Resolution Committee (“Committee”). The Committee is comprised of Senior Management of the company who have the experience and authority to decide on matters brought to the Committee.

If you wish to have your complaint reviewed by this Committee please telephone or write to the person who has signed the response letter to your complaint and provide them with detailed reasons for requesting the review. This information will greatly assist the Committee in reviewing your claim or enquiry. Your complaint will then be treated as a dispute. You may also make a request for a review by the Committee by contacting: The Chairperson IDRC AIG Australia Limited Level 12, 717 Bourke Street Docklands VIC 3008

A written response setting out the final decision of the Committee and the reasons for this decision will be provided to you within 15 working days of the date you advise us you wish to take your complaint to the Committee.

If we are unable to provide a written response setting out the final decision we will keep you informed of progress at least every 10 days.


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If you are not satisfied with the finding of the Committee, or if we have been unable to resolve your complaint within 45 calendar days, you may be able to take your matter to an independent dispute resolution body, the Australian Financial Complaints Authority ("AFCA") The external dispute resolution body can make decisions with which AIG is obliged to comply.

Contact details are: Australian Financial Complaints Authority ("AFCA") :

Online: www.afca.org.au Email: [email protected] Phone: 1800 931 678 Mail: Australian Financial Complaints

Authority GPO Box 3 Melbourne VIC 3001 Lodging a claim with AFCA does not preclude you from subsequently exercising any legal rights which you may have if you are still unhappy with the outcome. We strongly recommend that you obtain independent legal advice prior to exercising any legal rights which you may have.

If your complaint does not fall within AFCA’s terms of reference, we will give you information about any other external dispute resolution options (if any) that may be available to you or advise you to seek independent legal advice. CODE OF PRACTICE

AIG is a signatory to the General Insurance Code of Practice. This aims to raise the standards of practice and service in the insurance industry, improve the way that claims and complaints are handled and help people better understand how general insurance works. Information brochures on the Code are available upon request.

PRIVACY NOTICE This notice sets out how AIG collects, uses and discloses personal information about:

you, if an individual; and

other individuals you provide information about. Further information about our Privacy Policy is available at www.aig.com.au or by contacting us at [email protected] or on 1300 030 886. How we collect your personal information AIG usually collects personal information from you or your agents. AIG may also collect personal information from:

our agents and service providers;

other insurers;

people who are involved in a claim or assist us in investigating or processing claims, including third parties claiming under your policy, witnesses and medical practitioners;

third parties who may be arranging insurance cover for a group that you are a part of;

providers of marketing lists and industry databases; and

publically available sources.

http://www.afca.org.au/


http://www.aig.com.au/



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Why we collect your personal information

AIG collects information necessary to:

underwrite and administer your insurance cover;

improve customer service and products and carry out research and analysis, including data analytics; and

advise you of our other products and services that may interest you. You may request not to receive direct marketing communications from AIG.

To whom we disclose your personal information In the course of underwriting and administering your policy we may disclose your information to:

your or our agents, entities to which AIG is related, reinsurers, contractors or third party providers providing services related to the administration of your policy;

banks and financial institutions for policy payments;

your or our agents, assessors, third party administrators, emergency providers, retailers, medical providers, travel carriers, in the event of a claim;

entities to which AIG is related and third party providers for data analytics functions;

other entities to enable them to offer their products or services to you; and

government, law enforcement, dispute resolution, statutory or regulatory bodies, or as required by law.

AIG is likely to disclose information to some of these entities located overseas, including in the following countries: United States of America, Canada, Bermuda, United Kingdom, Ireland, Belgium, The Netherlands, Germany, France, Singapore, Malaysia, the Philippines, India, Hong Kong, New Zealand as well as any country in which you have a claim and such other countries as may be notified in our Privacy Policy from time to time. Access to your personal information Our Privacy Policy contains information about how you may access and seek correction of personal information we hold about you. In summary, you may gain access to your personal information by submitting a written request to AIG. In some circumstances permitted under the Privacy Act 1988 (Cth), AIG may not permit access to your personal information. Circumstances where access may be denied include where it would have an unreasonable impact on the privacy of other individuals, or where it would be unlawful. Complaints Our Privacy Policy also contains information about how you may complain about a breach of the Privacy Act 1988 (Cth)and how we will deal with such a complaint. Consent If applicable, your application includes a consent that you, and any other individuals you provide information about, consent to the collection, use and disclosure of personal information as set out in this notice.

FINANCIAL CLAIMS SCHEME

The protection provided under the Federal Government’s Financial Claims Scheme ("the Scheme") applies to the Policy. In the unlikely event that the Insurer is unable to meet its obligations under the Policy, persons entitled to make a claim under the insurance cover under the Policy may be entitled to payment under the Scheme (access to the Scheme is


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subject to eligibility criteria). Information about the Scheme can be obtained from the APRA website at https://www.fcs.gov.au.

http://www.fcs.gov.au/


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Overseas Travel Insurance For the purposes of this insurance cover, travel by Australian residents to and/or from Norfolk Island, Lord Howe Island, Cocos Islands or Christmas Island will be regarded as overseas travel. However, medical and hospital expenses will not be covered if such expenses are incurred within Australia or in any other location where Australia’s Private Health Insurance Act 2007 (Cth) (or equivalent legislation) applies. Schedule of Benefits and Sums Insured

Benefits Maximum Sum Insured for each eligible policyholder per journey unless specifically stated otherwise

Section 1 Cancellation, Overseas Medical, Dental and Extra Expenses

Unlimited Subject to the following sub-limits:

Travel agent’s cancellation fees - up to $500

Bed care patient overseas - $50 per 24 hour period up to a maximum of $5,000

Travel delay - $ 750 maximum any one covered person or $1,500 in total for a family, any one delay period..

Section 2 Luggage, Personal Effects and Travel Documents

Maximum of $10,000 any one covered person or $20,000 in all for a family subject to the following sub-limits:

Maximum limit of $2,000 for any one item, set or pair of items et or pair of items

Laptop computers – maximum limit of $6,000 inclusive of all accessories

Emergency luggage replacement – maximum limit of $300 any one covered person or $600 in total for a family

Section 3 Personal Liability

$2,500,000

Section 4 Rental Vehicle Excess

$2,000 per event

Section 5 Accidental Death Loss of Income

$100,000 for an eligible policyholder $20,000 for a dependent child Up to $1,000 per week if the eligible policyholder is an income earner (subject to a maximum benefit period of 13 weeks)

Section 6 Hijack and Detention

$100 per day up to a maximum of $6,000

Section 7 Missed Connection

$2,000

Section 8 Kidnap and Ransom

$250,000 (excluding kidnapping occurring in Mexico or in any country located in Central or South America.)

EXCESS – we will not pay the first $200 of each and every claim arising from the same event under sections 1


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(except for sub-sections 3.1, 3.4 and 3.6), 2 (except for sub-sections 2 and 3) and 3.


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Important matters you should know about

Agreement – We will provide you with the insurance cover subject to the terms, conditions, exclusions and limitations set out in this document. General definitions, conditions, and exclusions apply to all sections of the HCF Hospital Silver Plus with Top Extras,Vital Extras and Mid Extras Travel Insurance. Specific definitions, conditions and exclusions apply to specific sections of cover.

Eligibility Criteria

You are eligible for cover under this HCF Hospital Silver Plus with HCF Top Extras, HCF Vital Extras or HCF Mid Extras Travel Insurance if you are an eligible policyholder. To be an eligible policyholder you must be:

a permanent resident of Australia, and

aged 74 years or under.

Please note: In the event of a claim, you will be required to provide documentation to support your eligibility. Pre-existing Medical Condition(s) – HCF Hospital Silver Plus with HCF Top Extras, HCF Vital Extras or HCF Mid Extras Travel Insurance does not provide any benefits for pre-existing medical condition(s).

Limits of Liability – Our liability for each section is limited to the sums insured specified for each section, as shown in the Schedule of Benefits and Sums Insured (“Schedule”). Sub- limits may apply – refer to the Schedule and the applicable section.

Commencement of Cover – Cover only applies whilst you remain an eligible policyholder. Cover for cancellation benefits under Section 1 will commence at the latest of the time you first become an eligible policyholder or the time you pay for your travel, in part or in full, for the journey. Cover for all other benefits will commence from the time you commence your journey. For cover to apply your journey must commence and conclude in Australia.

Cessation of Cover – Cover will cease at the earliest of when you are no longer an eligible policyholder or the master policy is cancelled. However, if you are travelling on a journey at the time that the cover ceases, the cover will continue for the period of journey, subject to the terms and conditions of the HCF Hospital Silver Plus with HCF Top Extras, HCF Vital Extras or HCF Mid Extras Travel Insurance. Luggage – The maximum sum insured is $2,000 per item, set or pair of items and $6,000 for laptop computers, inclusive of all accessories.

Excess – You will be required to pay the first $200 for each and every claim covered under Section 1 (except for sub-sections 3.1, 3.4 and 3.6), Section 2 (except for sub-sections 2 and 3) and Section 3.

Safety of your belongings – You must take all reasonable precautions to safeguard your property. Leaving personal belongings unattended in public places encourages theft and as such is not a reasonable precaution.


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All Losses under the luggage and travel documents cover must be reported to the authorities within twenty four (24) hours of the discovery of the loss and a written acknowledgment obtained.

Receipts for claimable expenses and items purchased by you must be retained to support your claim. It is recommended that, for security purposes, receipts for purchases be kept separately from the items obtained.

Exclusions –You should take special note of the General Exclusions applicable to all sections of cover, as well as to the Specific Exclusions listed in each section of this document.

Words with a special meaning are shown in this document in bold, italic font. Definitions for all Sections are found on pages 13, 14 and 15 of this document. Some Sections contain additional defined terms.

General Conditions

The following General Conditions apply to all sections of this insurance cover:

General – At the time this insurance cover becomes effective you must be fit to travel and not be aware of any circumstance which could lead to cancellation or disruption of the journey, otherwise any subsequent claim could be jeopardised.

Australian law – This insurance cover shall be interpreted in accordance with the law of the state or territory of Australia in which the eligible policyholder normally resides and is subject to the exclusive jurisdiction of the courts of that state or territory.

Currency – All amounts shown are in Australian dollars. If expenses are incurred in a foreign currency, then the rate of currency exchange used to calculate the amount payable will be the rate at the time of the claimant incurring the expense or suffering the loss.

Commencement of cover – HCF Hospital Silver Plus with HCF Top Extras, HCF Vital Extras or HCF Mid Extras Travel Insurance will only apply whilst you are an eligible policyholder as defined unless expressly stated otherwise. Cover for cancellation benefits under Section 1 will commence at the latest of: (a) the time you become an eligible policyholder; or (b) the time you pay for your travel, in part or in full, for a journey.

Cover for benefits under sections 2 to 8 will commence from the time you commence your journey.

Cancellation of master policy – AIG and HCF may terminate the master policy at any time.

Cessation of cover – HCF Hospital Silver Plus with HCF Top Extras, HCF Vital Extras or HCF Mid Extras Travel Insurance will cease at the earliest of: (a) when you are no longer an eligible policyholder; or (b) the master policy is cancelled.

Provided however that, if you are travelling on a journey at the time the cover ceases, the cover will continue for your journey, subject to the terms and conditions of the HCF Hospital Silver Plus with HCF Top Extras, HCF Vital Extras or HCF Mid Extras Travel Insurance.


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Other insurance – Except for section 5 Accidental Death, there is no cover provided under this HCF Hospital Silver Plus with HCF Top Extras, HCF Vital Extras or HCF Mid Extras Travel Insurance for any loss or event or liability which is covered under any other insurance available to you, health or medical scheme, or Act of Parliament or is payable by any other source. We will however pay the difference between what is payable under the other insurance, health or medical scheme, or Act of Parliament, or such other source and what you would otherwise be entitled to recover under this cover, where permissible at law.

Claim against you covered by HCF Hospital Silver Plus with HCF Top Extras, HCF Vital Extras or HCF Mid Extras Travel Insurance – You must immediately provide us with full particulars of any claim made against you by any other person and provide all legal documents served on you in relation to such a claim and allow us the sole option to negotiate settlement of, or defend, covered claims in your name. You must assist us even after we have paid your claim if we want to defend you against an allegation. This could include attending court to give evidence.

Subrogation You cannot claim from both us and someone else unless we are only making up the difference

between your loss and the amount you have recovered from someone else. If you are able to claim from someone else and we have also paid you, then you must refund us:

(a) the amount we paid you if they pay you the full amount of your loss; or (b) where the sum of the amount we paid you and the amount you recovered

from someone else is greater than your loss, the difference between such sum and your loss.

You must assist us even after we have paid your claim if we want to recover the amount of any payment from anyone who caused you to suffer loss or damage or to defend you against an allegation. This could include attending court to give evidence.

You must not start any legal action for recovery of amounts which are the subject of a claim without first telling us.

Fraudulent claims – If any claim is in any respect fraudulent or if any fraudulent means or devices are used by you or anyone acting on your behalf to obtain any benefit under this insurance cover then any amount payable in respect of such claim shall be forfeited. Any benefits already paid to you must be repaid in full.

General Definitions:

Words with a special meaning are shown in this document in bold, italic font. The following definitions apply to all sections of the Policy:

Bed care patient – means you are necessarily confined to bed (such confinement must commence during the journey) for a continuous period of not less than twenty four (24) hours and your confinement is certified as necessary by a legally qualified and registered medical practitioner and you are under the continuous care of a registered nurse (other than yourself or a member of your family). You are not a Bed care patient if you are a patient in any institution used primarily as a nursing or convalescent home, a place of rest, a geriatric ward, a mental institution, rehabilitation or external care facility or a place for the care or treatment of alcoholics or drug


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addicts.

Conveyance – means an aircraft, vehicle, train, vessel or other public transportation that is licensed to carry fare-paying passengers. Dependent child/children – means a child or children nominated on the eligible policyholder’s policy and also meets the following criteria:

(a) nominated unmarried children of an eligible policyholder from birth to the age of 19 years who are primarily dependent upon the eligible policyholder for maintenance and support and who travel with the eligible policyholder on the journey, or

(b) nominated unmarried children of an eligible policyholder from the age of 19 up to the age of 25 who are full-time students attending an accredited institution of higher learning in Australia, and are dependent on the eligible policyholder for their maintenance and support and always live with the eligible policyholder when they are not attending the accredited institution of higher learning and who travel with the eligible policyholder on the journey.

Eligible policyholder – means you, provided you are a permanent resident of Australia, you are aged 74 years or under, and HCF has arranged for you to be covered under the HCF Hospital Silver Plus with HCF Top Extras, HCF Vital Extras or HCF Mid Extras Travel Insurance as the nominated contributor or the contributor’s nominated Spouse. Family(ies) – means the eligible policyholder(s) and dependent child/children HCF Hospital Silver Plus with HCF Top Extras, HCF Vital Extras or HCF Mid Extras Travel Insurance – means any current HCF Hospital Silver Plus with Top Extras, Vital Extras or Mid Extras insurance arranged by HCF while the master policy is in force. Financial default – means insolvency, bankruptcy, provisional liquidation, liquidation, financial collapse, appointment of a receiver, manager or administrator, entry into any official or unofficial scheme of arrangement, statutory protection, restructuring or composition with creditors, or the happening of anything of a similar nature under the laws of any jurisdiction.

HCF – means The Hospitals Contribution Fund of Australia Ltd, ABN 68 000 026 746, AFSL 241414. Injury – means a physical injury, caused by violent, external and visible means, which occurs fortuitously whilst the insurance cover is in force and which results, solely, directly and independently of any pre-existing condition or other cause, in any of the events specified in the HCF Hospital Silver Plus with HCF Top Extras, HCF Vital Extras or HCF Mid Extras Travel Insurance cover within twelve (12) calendar months of the date of its occurrence.

Master policy - means the policy issued by us to HCF which extends the benefit of the insurance cover set out in this document to the eligible policyholder(s).

Period of journey, journey – means the shorter period commencing from the time you leave your place of residence in Australia to travel overseas, until: (a) the time you return to your place of residence in Australia; or (b) the expiry of ninety (90) consecutive days following the time that you leave your place

of residence in Australia to travel overseas. The maximum duration of coverage is ninety (90) consecutive days.


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For cover to apply, your journey must commence and conclude in Australia.

Pre-existing medical condition(s) – means any medical or dental condition of yours, your travelling companion, relative or any other person that may cause you to claim, which in the thirty (30) days before your travel was booked, or in the thirty (30) days before your journey starts: • required treatment, investigation (whether or not a diagnosis has been made); • medication or advice from a doctor, chiropractor, physiotherapist, naturopath, psychiatrist or

psychologist; or • you were aware of, or could be expected to have been aware of, that may lead to a claim

under this insurance cover.

Pre-existing medical condition(s) also includes a chronic or on-going medical or dental condition of yours or your travelling companion.

Public place – includes, but is not limited to, shops, airports, train stations, bus stations, streets, hotel foyers and grounds, restaurants, beaches, public toilets, and any place to which the public has access.

Relative – means your spouse, parent, parent-in-law, grandparent, step-parent, uncle, aunt, sister, sister-in-law, brother, brother-in-law, daughter, step-daughter, daughter-in-law, son, step- son, son-in-law, grandchild, guardian, fiancé, fiancée, half-brother, half-sister, niece or nephew, all resident in Australia or New Zealand.

Spouse – means your legal or de facto spouse or a partner of either gender, with whom you have continuously cohabited for a period of three (3) consecutive months or more, immediately preceding the journey.

Terrorist act – means any actual or threatened use of force or violence directed at or causing damage, injury, harm or disruption, or committing of an act dangerous to human life or property, against any individual, property or government, with the stated or unstated objective of pursuing economic, ethnic, nationalistic, political, racial or religious interests, whether such interests are declared or not. Robberies or other criminal acts, primarily committed for personal gain and acts arising primarily from prior personal relationships between perpetrator(s) and victim(s) shall not be considered terrorist acts. Terrorism shall also include any act which is verified or recognised by the (relevant) government as an act of terrorism.

Travelling companion means the person(s) you arranged to travel with before you left your residence in Australia to commence your journey. This person must be a permanent resident of Australia or New Zealand, and be travelling with you for at least fifty percent (50%) of your journey.

Unaccompanied – means, in relation to luggage, personal effects or travel documents, sent or left somewhere else by you so that they are not travelling with you on your journey.

Unattended – includes, but is not limited to, not on your person at the time of loss, left with a person other than your travelling companion, left in a position where it can be taken without your knowledge including on the beach or beside the pool while you swim, leaving it at a distance where you are unable to prevent it from being unlawfully taken.

War – means war, whether declared or not, or any warlike activities, including use of military force by any sovereign nation to achieve economic, geographic, nationalistic, political, racial, religious or other ends.


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We, our, us – means AIG Australia Limited (AIG) ABN 93 004 727 753, AFSL 381686. You, your, yourself – means the eligible policyholder(s) and includes dependent child/children.

Excess

You must pay the first $200 of each and every claim arising from the same event or separate events under:

Section 1 – Cancellation, Overseas Medical, Dental and Additional Expenses (except for sub- sections 3.1, 3.4 and 3.6).

Section 2 – Luggage, Personal Effects and Travel Documents (except for sub-sections 2 and 3)

Section 3 – Personal Liability.

General Exclusions

We will not pay under any section of this insurance cover for claims arising directly or indirectly out of:

1. war, civil war, invasion, insurrection, revolution, use of or threatened use of military power or usurpation of government or military power.

2. nuclear explosion including all effects thereof; or radioactive contamination caused by ionising radiation or contamination by radioactivity from any nuclear fuel or from any nuclear waste caused by the combustion and or ongoing combustion of nuclear fuel; or the radioactive, toxic, explosive or other hazardous properties of any nuclear equipment or component thereof.

3. the dispersal or application of pathogenic or poisonous biological or chemical materials; or the release of pathogenic or poisonous biological or chemical materials.

4. riot or civil commotion unless you have already left Australia or you have paid for your travel and accommodation and your cover was in force prior to the riot or civil commotion.

5. any professional sporting activities.

6. parachuting, BASE jumping, sky diving or travel in any other air supported device other than

as a passenger in a licensed passenger aircraft operated by an airline or charter company. This General Exclusion does not apply to hot air ballooning or parasailing.

7. (a) racing (other than on foot), or (b) mountaineering involving the use of ropes or guides, rock-climbing, or (c) underwater activities involving the use of underwater breathing apparatus (unless

you hold an open water diving certificate or are diving with a qualified instructor), or (d) motor cycling outside Australia (unless you are riding a motorcycle with an

engine capacity of 200cc or less and hold a motorcycle licence which is valid in the country you are in, but always excluding motorcycle racing), or


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(e) hunting.

8. deliberate exposure to exceptional danger unless in an attempt to preserve your own life or the life of others.

9. your or any other person’s suicide, attempted suicide or intentional self-injury.

10. sexually transmitted disease of any sort, Acquired Immune Deficiency Syndrome (AIDS), or AIDS Relating Complex (ARC), or Human Immunodeficiency Virus (HIV).

11. you having a blood alcohol content over the prescribed legal limit when driving or

operating any motor vehicle, and/or being under the influence of any drug other than a drug administered by, or in accordance with the advice of, a legally qualified medical practitioner.

12. your or any other person’s pre-existing medical condition(s).

13. your or any other person’s pregnancy or childbirth (except for any unexpected

medical complication or emergency when you or such other person are no more than twenty six (26) weeks pregnant at the time it occurs).

14. you travelling against medical advice or when you ought reasonably to know that you were unfit to do so.

15. any potentially fatal condition which has been diagnosed or any condition for which you are travelling to seek medical or other treatment.

16. You or your family engaging in any illegal conduct or criminal act.

17. confiscation or destruction by customs or any other authorities.

18. any interference with your travel plans by a government, government regulation or

official authority including but not limited to refusal of a visa or permit to you or to any relative or travelling companion or restriction of access to any locality.

19. the refusal, failure or inability of any person, company or organisation, including but not limited to any airline, other transportation provider, hotel, car rental agency, tour or cruise operator, travel wholesaler, booking agent or other provider of travel or tourism related services, facilities or accommodation, to provide services, facilities or accommodation, by reason of their own financial default or the financial default of any person, company or organisation with whom or with which they deal.

20. any loss as a result of you being a crewmember or pilot of any conveyance.

21. your failure to take precautions to avoid a claim after there were warnings in the

mass media.

22. any consequential loss including loss of enjoyment or any financial loss not

specifically covered in this document.

23. a change of plans because you or your travelling companion change your mind and decide not to proceed with your original journey.


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24. any losses incurred if you are not an eligible policyholder

25. any loss, injury, damage or legal liability sustained directly or indirectly by any terrorist or member of a terrorist organisation, narcotics trafficker, or purveyor of nuclear, chemical or biological weapons

Sanctions Exclusion The Insurer shall not be deemed to provide cover and the Insurer shall not be liable to pay any claim or provide any benefit hereunder to the extent that the provision of such cover, payment of such claim or provision of such benefit would expose the Insurer, its parent company or its ultimate controlling entity to any sanction, prohibition or restriction under United Nations resolutions or the trade or economic sanctions, laws or regulations of the European Union or the United States of America.


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Section 1: Cancellation, Overseas Medical, Dental and Extra Expenses Please note an excess of $200 applies to each and every claim made under this section (except for sub-sections 3.1, 3.4 and 3.6).

We will pay:

1. Cancellation and Amendment Costs

1.1 Cancellation

The non-refundable unused portion of travel or accommodation arrangements paid for in advance by you following cancellation, alteration, curtailment or incompletion of your journey due to:

(a) the unforeseeable death, accidental injury, or illness of your relative under 80 years of age, business partner or travelling companion;

(b) any other unforeseeable circumstances outside your control provided that a claim is not also paid under section 5 in respect of your death.

1.2 Amendment Costs

The reasonable costs of re-scheduling your travel if you are unable to travel on your original journey due to:

(a) the unforeseeable death, accidental injury, or illness of your relative under 80 years of age,

business partner or travelling companion;

(b) any other unforeseeable circumstances outside your control provided that a claim is not also paid under section 5 in respect of your death.

Specific Conditions In addition to the General Conditions applicable to all sections, the following conditions apply to sub-section 1.2 Amendment Costs:

• We will only pay if the event giving rise to the claim would have resulted in a claimable event

under sub-section 1.1 Cancellation and you have chosen not to claim under sub-section 1.1 Cancellation. The amount we will pay you will not be more than the amount we would have paid under sub-section 1.1 Cancellation above. No claim will be payable under sub-section 1.2 if you have already made a claim or intend to make a claim under sub-section 1.1 Cancellation for the same event.

• We will also pay any travel agents’ cancellation fees incurred, up to a maximum of $500 for

each eligible policyholder per journey.


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1.3 Frequent Flyer Points

(a) Cancellation

If any of your travel or accommodation arrangements were purchased using frequent flyer or a similar loyalty points’ program, then, with respect to a claimable event under sub-section 1.1 Cancellation, we will pay you for the frequent flyer or similar loyalty program points lost following cancellation, alteration, curtailment or incompletion of your journey.

The benefit payable will be calculated as follows:

If the points for your travel or accommodation arrangements cannot be refunded, we will refund to you the cost of the equivalent travel or accommodation arrangements based on the quoted retail price at the time your arrangements were purchased.

If only a portion of your points for your travel or accommodation arrangements can be refunded, we will refund to you the cost of the equivalent travel or accommodation arrangements based on the quoted retail price at the time your arrangements were purchased, less the value of that portion of your points refunded back to you.

For this benefit to become payable: i. the reason for cancellation, alteration, curtailment or incompletion must be covered under

sub-section 1.1; and ii. the loss of such points must not be recoverable from any other source; and iii. you must first request the travel provider to refund your points, before you submit a

claim under this sub-section.

(b) Amendment Costs

If any of your travel or accommodation arrangements were purchased using frequent flyer or a similar loyalty points’ program, then, with respect to a claimable event under sub-section 1.2 Amendment Costs, we will pay you for the frequent flyer or similar loyalty program points reasonably used to re-schedule your travel or accommodation arrangements if you are unable to travel on your original journey.

The benefit payable will be the cost of the equivalent extra costs of re-scheduling your travel or accommodation arrangements based on the quoted retail price at the time your arrangements were purchased.

This benefit is only payable where the reason for the re-scheduling is covered under sub- section 1.2.

The Conditions applicable to sub-section 1.2 Amendment Costs apply equally to this benefit.

2. Medical and Dental

Your reasonable medical, surgical, hospital, ambulance, and nursing home expenses and the cost of other treatment, given or prescribed by a legally qualified medical practitioner and necessarily incurred outside Australia, as a result of you suffering an accidental injury or illness during the period of journey provided they are not otherwise recoverable from any other source. If you are hospitalised you

must contact Travel Guard ®

as soon as possible. You can call directly on + 60 3 2772 5687 or you can ring the operator in your current locality and request a reverse charge call to +60 (3) 2772 5687.

Alternatively you can email Travel Guard ®

at [email protected].



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2.1 Your reasonable emergency overseas dental costs for the relief of sudden and acute pain incurred as a result of you suffering an accidental injury or illness during the period of journey provided they are not otherwise recoverable from any other source.

3. Extra Expenses and Covers

3.1 In the event of your death, the reasonable cost of returning your remains to your residence in

Australia or for the funeral or cremation costs if your body is buried at the place of your death.

3.2 Your reasonable extra travel and accommodation expenses (including the costs of meals over and above the amount you had already budgeted for less any refund received for the unused prepaid travel and accommodation arrangements), actually and necessarily incurred on the written advice of a legally qualified medical practitioner, as a result of you suffering an accidental injury or illness during the period of journey.

3.3 The reasonable extra travel and accommodation expenses (less any refund received for the unused prepaid travel and accommodation arrangements), actually and necessarily incurred on the written advice of a legally qualified medical practitioner and with our written agreement, for one person to travel to, remain with, or accompany you back to your residence in Australia, as a result of you suffering an accidental injury, or illness during the period of journey.

3.4 $50 for each continuous twenty four (24) hour period you are confined in an overseas hospital as a bed care patient, as a result of you suffering an accidental injury or illness during the period of journey up to a maximum of $5,000 for each eligible policyholder per journey. This payment is unrelated to actual expenses incurred but must be supported by written confirmation from the hospital of the length of your stay.

3.5 Your reasonable extra travel and accommodation expenses (including the cost of meals over and above the amount you had already budgeted for less any refund received for the unused prepaid travel and accommodation arrangements) actually and necessarily incurred due to:

(a) the unforeseeable death, accidental injury, or illness of your relative under 80 years of age, business partner or travelling companion; or

(b) any other unforeseeable circumstances outside your control.

If you do not hold a return ticket to Australia at the time of suffering any accidental injury or illness covered by this insurance, or at the time of the happening of any circumstances covered by this section of the insurance cover, we will deduct from any claim which includes the cost of your repatriation to Australia, an amount equal to your original carrier’s published one way economy class travel ticket for the route used for your return.

3.6 If your scheduled transport is delayed for six (6) hours or more for reasons outside your control and you cannot claim the expenses from anyone else, we will pay for your expenses up to $250. If the delay continues, then, for each additional twelve (12) hour period, we will pay you up to $250. The maximum we will pay you for any one continuous delay period is $750. If you claim this benefit we will not pay for any accommodation, meals or other travelling expenses under this section.


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Specific Exclusions In addition to the General Exclusions applying to all sections of this insurance cover, we will not pay:

1. the non-refundable unused portion of travel or accommodation arrangements where alternative

travel or accommodation is paid for by us as part of a claim under this insurance cover.

2. medical, surgical, hospital, ambulance, and nursing home expenses and other costs of treatment, including dental treatment, incurred in Australia.

3. medical, surgical, hospital, ambulance, and nursing home expenses, and other costs of treatment, including dental treatment, incurred more than twenty four (24) months after accidental injury, or illness which is the subject of the claim, first occurred.

4. expenses, including the cost of any medication, incurred for continuing treatment which commenced prior to the date the travel was purchased, and which you have been advised to continue during the period of journey.

5. expenses incurred for dental treatment due to normal wear and tear, or the normal maintenance of dental health.

6. claims arising from cancellation, delays or rescheduling caused by carriers.

7. claims arising from cancellation, delays or rescheduling caused by strikes by airline staff,

airline contractors or suppliers or another airline entity.

8. for cancellation or disruption to travel which relates to your or your travelling companion’s business or employment, including but not limited to, not being able to take leave from that employment. This exclusion will not apply to you being retrenched from your usual full time employment in Australia.

9. claims arising from the inability of any tour operator or wholesaler to complete arrangements for any tour due to a deficiency in the number of people required to commence any tour or journey.

10. cancellation (refer to sub-sections 1.1 and 1.2 on page 14) and your reasonable extra travel and accommodation expenses (refer to sub-sections 3.4, 3.5 on page 16 and 3.6 on page 17) directly or indirectly incurred as a result of intentional use of military force or other intervention by a government or official authority to intercept, prevent, or mitigate any known or suspected terrorist act.

11. cancellation (refer to sub-sections 1.1 and 1,2 on page 14) and your reasonable extra travel

and accommodation expenses (refer to sub-sections 3.1, 3.4, 3.5 on page 16 and 3.6 on page 17) directly or indirectly incurred as a result of any terrorist act.


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Section 2: Luggage, Personal Effects and Travel Documents

Please note an excess of $200 applies to each and every claim made under this section (except for sub-sections 2 and 3 where no excess is applicable).

We will pay:

1. For accidental loss of, theft or damage to your accompanied luggage and personal effects

(other than household furniture) during your journey. We may choose to replace, repair, or pay for the loss in cash, after making allowance for depreciation and wear and tear. The maximum amount we will pay you for any one item, set or pair of items is $2,000. The limit for laptop computers is a maximum $6,000 inclusive of all accessories.

2. For emergency replacement of your luggage up to $300 and $600 in total for a family if your checked luggage is delayed, misdirected or temporarily misplaced by any carrier for more than twelve (12) hours during your journey. Claims must be supported by written confirmation from the carrier responsible and receipts for the replacement items you needed to purchase.

3. For the non-recoverable cost of replacing lost, stolen or damaged personal travel documents,

credit cards, debit cards and travelers’ cheques taken with you on the journey.

4. For your legal liability for payment arising out of unauthorised use of your travel documents, credit cards, debit cards and travelers’ cheques, following theft during the journey by any one person not being your relative or travelling companion.

The maximum benefit we will pay you under section 2 in respect of any one journey is:

(a) $10,000 for any one eligible policy holder or dependent child/children; or (b) $20,000 for a family.

It is a condition of payment under this section that all losses under the luggage and travel documents cover be reported to the appropriate authority within twenty four (24) hours of the discovery of the loss and a written acknowledgment obtained. Also, any loss of credit cards, debit cards, travelers' cheques and travel documents must be reported as soon as possible to the issuing authority and the appropriate cancellation measures taken.

Specific Exclusions:

In addition to the General Exclusions applying to all sections of this insurance cover, we will not pay for: 1. damage or loss arising from electrical or mechanical breakdown of any item. 2. scratching or breakage of fragile or brittle items. This exclusion does not apply

to photographic or video equipment, binoculars, spectacles or contact lenses.

3. damage or loss arising from wear and tear, deterioration, or losses caused by atmospheric or climatic conditions, mould or fungus, insects, rodents, vermin, or any process of


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cleaning, ironing, repairing, restoring or alteration.

4. luggage, personal effects or travel documents left unattended in any public place.

5. luggage, personal effects or travel documents left in an unlocked and unattended

vehicle or building.

6. unaccompanied luggage, personal effects or travel documents.

7. luggage, personal effects or travel documents shipped under any freight agreement, or items

sent by postal or courier services.

8. loss or damage to sporting equipment whilst in use.

9. any goods that are intended for sale or trade.

10. losses due to devaluation or depreciation of currency.

11. loss or theft of cash.

Section 3 Personal Liability Please note an excess of $200 applies to each and every claim made under this section. We will pay: All damages and compensation, including legal expenses incurred with our written consent, up to the maximum benefit amount, you are legally liable to pay as a result of your negligence during the journey causing:

1. bodily injury including death or illness. 2. loss of or damage to property.

It is a condition of payment under this section that you not admit fault or liability to any other person without our prior written consent.

The maximum benefit amount we will pay you under this section is $2,500,000 for each journey.

Specific Exclusions: In addition to the General Exclusions applying to all sections of this insurance cover, we will not pay for damages, compensation or legal expenses in respect of any liability directly or indirectly arising out of or in connection with:

1. bodily injury to you or any member of your family ordinarily residing with you.

2. bodily injury to any of your employees arising out of or in the course of their

employment.


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3. loss of or damage to property owned by, or in the control of, you or any member or your

family ordinarily residing with you.

4. loss or damage to property owned by, or in the control of, your employees arising out of or in the course of their employment.

5. loss of or damage to property or bodily injury, arising out of your ownership, use or possession of any mechanically propelled vehicle, aircraft or waterborne craft.

6. loss of or damage to property, or bodily injury arising out of your business, trade or profession, including professional advice given by you.

7. any contract unless such liability would have arisen in the absence of that contract.

8. punitive, aggravated or exemplary damages.

9. any fine or penalty.

10. loss which would be covered under workers’ compensation legislation, an industrial

award or agreement, or accident compensation legislation.

11. the intentional use of military force or other intervention by a government or official authority to intercept, prevent, or mitigate any known or suspected terrorist act.

12. any loss arising out of any terrorist act.

Section 4: Rental Vehicle Excess

Please note that there is no excess applicable under this section.

Damage and Theft Excess Cover Description of Cover: We will reimburse you for any excess or deductible, which you become legally liable to pay in respect of loss or damage to a rental vehicle during the rental period, up to a maximum of $2,000 per event.

Definitions: Words with a special meaning are shown in this document in bold, italic font. In addition to the General Definitions applying to all sections of this insurance cover, the following definition also applies to this Section 4:

Rental vehicle means a passenger-class hatchback, sedan, station wagon or four-wheel- drive vehicle rented or hired from a licensed motor vehicle rental company for the sole purpose of carrying you and your travelling companions on public roadways during your journey. It shall not include any other type of vehicle or vehicle use.


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Specific Conditions: In addition to the Conditions applying to all sections of this insurance cover, the following Conditions also apply to this Section 4:

1. The rental vehicle must be rented from a licensed rental agency.

2. The hiring arrangement must incorporate comprehensive motor insurance against loss

or damage to the rental vehicle.

3. You must comply with all requirements of the rental agency under the rental agreement and of the insurer under the comprehensive motor insurance.

Specific Exclusions: In addition to the General Exclusions applying to all sections of this insurance cover, We will not pay:

1. for loss or damage arising from operation of the rental vehicle in violation of the terms

of the rental agreement.

2. for wear and tear, gradual deterioration, damage from insects or vermin, inherent vice or damage.

3. for loss or damage which occurs beyond the limits of any public roadways or on any roadways inaccessible to two-wheel drive cars.

4. for loss or damage arising from operation of a campervan, caravan or any vehicle that requires a license other than a car license (irrespective of whether you hold such a license).

Section 5: Accidental Death and Loss of Income

Please note that there is no excess applicable under this section. If you die within twelve (12) calendar months as a result of an injury caused by an accident during your journey, we will pay your estate $100,000 for your accidental death, or the accidental death of an eligible policyholder, and $20,000 for the accidental death of a dependent child/children.

Specific Exclusions for Accidental Death:

In addition to the General Exclusions applying to all sections of this insurance cover, We will not pay for: 1. death caused by illness, disease, suicide or intentional self-inflicted injury.

Loss of Income:


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If you are injured overseas as a result of an accident that is caused by violent, visible and external means and, within ninety (90) days of being so injured, you lose your income because you cannot do your normal work when you return to Australia, we will pay you for the loss of your usual income, up to a maximum $1,000 per week for a maximum period of thirteen (13) weeks, whilst you cannot resume your pre-trip employment.

We will only pay you if:

(a) you had arranged to resume your usual work on your return to Australia; and

(b) you are totally unable to resume your usual work because of the accident; and

(c) the accident happened on your journey; and

(d) you have a doctor’s certificate supporting your inability to resume work.

Specific Exclusions for Loss of Income: In addition to the General Exclusions applying to all sections of this insurance cover, we will not pay for:

1. the first four (4) weeks after you planned to resume your job.

2. any injury which is covered by workers’ compensation, statutory benefits or any other

insurance. 3. any inability to work as a result of sickness or disease.

Section 6: Hijack and Detention


If you are hijacked or detained during your journey we will pay $100 for each consecutive twenty four (24) hours that you are held captive. The maximum benefit amount we will pay you is $6,000 per journey.

Section 7: Missed Connection


If your journey is for the purpose of attending a wedding, funeral, conference or sporting event which cannot be delayed due to your late arrival, and the journey is delayed because of something unexpected and outside your control, we will pay you the reasonable additional cost of using alternative public transport to arrive at your destination on time. The maximum benefit amount we will pay you is $2,000 per journey.


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Section 8: Kidnap and Ransom


We will reimburse you the ultimate net loss paid by you following your kidnapping during the period of journey.

In addition, we will pay your reasonable expenses, actually and necessarily incurred following receipt of a ransom demand after your kidnapping during your period of journey, for:

1. fees and expenses of an independent security consultant retained by you as the result of such a demand provided we have given our consent to the appointment.

2. interest paid on monies borrowed from a financial institution for the purpose of paying the ransom.

The amount we will pay will be for a term not exceeding from thirty (30) days prior to the payment of the ransom until the first business day after you receive settlement from us, on a principal sum not exceeding $250,000, and for a rate of interest not exceeding two percent (2%) above the contemporary overdraft interest rate charged by the Commonwealth Bank of Australia.

3. any other expenses which are incurred for the purpose of investigating, negotiating, or paying a ransom demand or costs in recovering you, but excluding:

(a) any expenses, fees or damages incurred as a result of any proceeding brought against you arising out of the kidnapping or the way it was handled; and

(b) expenses, losses or damages caused by interruption to any business.

The maximum benefit amount we will pay you is $250,000 per journey.

Specific Definitions:

In addition to the definitions applying to all sections of this insurance cover, the following definitions also apply to this Section 8: Kidnapping/kidnapped means the seizing, detaining or carrying away of you by force or fraud for the purpose of demanding a ransom.

Ransom means any monetary loss, which you incur in the provision and delivery of cash, marketable goods, services or property to secure your release.


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Ultimate net loss means the final amount of the ransom costs less any recoveries. If following our payment to you, part or all of the ransom is recovered, you are required to reimburse us the value of the amount so recovered. Specific Conditions: In addition to the General Conditions applying to all sections of this insurance cover, it is a condition of payment under this section 8 that:

1. you must take all reasonable precautions to keep this insurance cover confidential.

2. we will not act as an intermediary or negotiator for you, nor will we offer direct advice to you

on dealing with the kidnapper.

3. if anyone receives advice that you have or may have been kidnapped, they must make every reasonable effort to:

(a) determine whether you have been kidnapped;

(b) notify the appropriate law enforcement agency and comply with their

recommendations and instructions;

(c) give us immediate notification of the kidnapping or suspicion of it; and

(d) record the serial numbers or other identifying characteristics of any currency or goods

delivered to secure the release of the kidnapped person.

4. if investigation establishes collusion or fraud by you or any other person, you must reimburse us for any payment we have made under this section.

Specific Exclusions: In addition to the General Exclusions applying to all sections of this insurance cover, we will not pay:

1. if you have:

(a) had kidnap insurance declined, cancelled or issued with special conditions in the past;

or

(b) suffered a kidnapping or attempted kidnapping in the past; or

(c) had an extortion demand made against you in the past.

2. for any kidnapping occurring in Mexico or in any country located in Central or South

America.


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Administration enquiries

Free call Phone: 1800 358 374

Within Melbourne: 9522 4160

Fax: (03) 9522 4651

Australian claim enquiries Please contact AIG on Free call Phone: 1800 358 374 or visit www.aig.com.au/claims to lodge a claim online or download a claim form.

What to do in the event of a claim

1. All claims should be advised to us within thirty (30) days after the completion of the journey.

2. You must submit to us all information we require in support of your claim, such as

medical or police reports, declarations, receipts, valuations, certified translations or other evidence of ownership at your own expense and co-operate with us at all times.

3. For claims under Section 3 Personal Liability, do not make any admission or offer. Request the claim against you to be put in writing.

4. All losses under Section 2 Luggage, Personal Effects and Travel Documents must be

reported to the local authority within twenty four (24) hours of discovery of the loss and a written acknowledgment obtained.

5. In respect of medical expense items, you must submit accounts to your private health

fund before submission to us.

6. Immediately report any luggage loss or damage to the airline or carrier and submit a claim to them. The airline or carrier may be legally liable for the loss or damage.

Emergency and Medical Assistance Service Travel Guard®

In the event of an emergency overseas contact Travel Guard®

anytime from anywhere in the world:

Phone: +60 3 2772 5687

http://www.aig.com.au/claims


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Reverse charge calls can be made from some countries. Contact the international operator in your current locality and request a reverse charge call to this number + 60 3 2772 5687

Email: [email protected]

The overseas assistance service in this section is provided by Travel Guard®

in conjunction with and subject to the terms and conditions of your insurance cover.

1. In the event of an emergency whilst you are outside Australia, Travel Guard®

is only a telephone call away, twenty four (24) hours a day seven (7) days a week. The free telephone number is listed above.

2. Travel Guard®

is a worldwide team of highly skilled doctors and medical professionals who are available by telephone twenty four (24) hours a day for advice and assistance in the event of a medical emergency and any associated problems for travelers outside Australia.

3. Travel Guard®

provides the following services under your insurance cover:

• Access to a registered medical practitioner for emergency assistance and advice. • Emergency transportation to the nearest suitable hospital. • Emergency evacuation back home if necessary. • The family back home will be advised of your medical condition and be

kept informed of the situation. • Payment guarantees to hospitals and insurance verification. • Second opinions on surgery. • Case management if hospitalised and cost containment and control. • Urgent message service and emergency travel planning.

All these services are provided free of charge to you.


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