NAB CARD INSURANCE Policy Information Booklet effective 13.03.2018
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NAB CARD INSURANCE Policy Information Booklet effective 13.03.2018
CONTENTS ABOUT THIS BOOKLET
NAB Card Insurance Policy This document contains important information to help you
Information Booklet Page understand the insurance. It is up to you to choose the
cover you need. Any advice in this booklet is of a general
Important Information 2 nature only and has not considered your objectives,
Group policies: About your right to access cover 3 financial situation or needs. You should carefully consider
Policy numbers 4 the information provided having regard to your personal
circumstances to decide if it is right for you.
Letter of eligibility 4
Termination of Policy 4 For more information or to make a claim
Emergency and medical assistance Please take the time to read through this booklet and
services – QBE Assist 5 if you have any questions or need more information,
or to make a claim, please contact:
Privacy 6
The General Insurance Code of Practice 6 QBE Travel
Resolving complaints & disputes 7 General Enquiries
Within Australia: 1800 187 025 (Toll free)
Financial claims scheme 9
(Office Hours Mon-Fri: 8:30-17:00)
Policy Wording 9 Outside of Australia: +61 2 8862 8805 (Not toll free)
Our agreement 9 Email: travel.service@qbe.com
Words with special meanings 10
Emergency Assistance
Overseas travel and medical insurance cover 18 24 hours 7 days
Interstate Flight insurance cover 44 Outside of Australia: +61 3 8523 2800
Domestic hotel burglary insurance cover 52 Email: qbeassist@qbe.com
Transport accident insurance cover 55 Claims
Extended warranty insurance cover 59 Email: travel.claims@qbe.com
Purchase protection insurance cover 63 Postal Address: P.O Box 12090
Price protection insurance cover 68 Melbourne VIC 8006
General conditions 71 Other insurance
Claims 72 NAB is the policy owner. As an eligible cardholder, you
What to do in the event of a claim 73 have the benefit of insurance cover as a third party
beneficiary. The insurance cover is for your benefit
Other terms 78
pursuant to the policy entered between QBE and NAB;
Currency 78 the details of which are outlined in this booklet.
Jurisdiction 78 If you are entitled to receive a benefit or make a
claim under another insurance policy (for example a
comprehensive travel insurance policy), for the same loss
as your claim under this policy, then QBE is not liable to
provide indemnity under this policy until the amount
of any indemnity under that other insurance policy is
QM5027-1017
exhausted. In other words, any insurance cover under
1this policy in respect of the same loss shall only be excess
insurance cover over and above the applicable other policy. GROUP POLICIES: ABOUT YOUR
About QBE Australia RIGHT TO ACCESS COVER
QBE Insurance (Australia) Limited ABN 78 003 191 035 This Policy is a group policy which NAB has entered
is a member of the QBE Insurance Group Limited into with QBE for the period of insurance.
ABN 28 008 485 014 (ASX: QBE). QBE Insurance Group Access to each cover is provided to you if you meet the
is Australia’s largest international general insurance and eligibility criteria specified. The access to the benefit
reinsurance group, and one of the top 25 insurers and of cover under the Policy is provided to you solely by
reinsurers worldwide. The company has been operating operation of section 48 of the Insurance Contracts Act
in Australia since 1886 and continues to provide insurance 1984 (Cth).
solutions that are focused on the needs of policyholders.
You have no right to cancel or vary the Policy – only NAB
QBE is a respected name in Australian insurance, who has obtained this Policy from QBE and QBE can do
backed by sizeable assets, and well known as a strong this. If the policy is cancelled or varied by us, we do not
and financially secure organisation. need to obtain your consent to do so.
QBE is the product issuer of the policy detailed in this We also do not provide you with any notices in relation
document and the benefits are provided at no additional to this Policy. We only send notices to NAB who we have
cost to the NAB Cardholder. NAB is not the product issuer a contractual obligation to notify. You are not obliged
(insurer) of this policy and neither it nor any of to accept any of the benefits of this Policy but if you wish
its related corporations guarantee any of the benefits to make a claim under any section, you will be bound
under this cover and NAB does not receive any by the terms, conditions, limitations and exclusions set
commission or remuneration in relation to these out in the Policy.
benefits. Neither NAB nor any of its related corporations
Neither we nor NAB hold the cover(s) or the benefits
are authorised representatives under the Corporations
provided under the Policy on trust or for your benefit
Act 2001 (Cth) of QBE or any of its related companies.
or on your behalf.
NAB does not:
IMPORTANT INFORMATION • act on behalf of us or you in relation to the Policy;
The information provided in this section includes high • provide, and is not authorised to provide, any financial
level information about this Policy including your duty product advice, recommendations or opinions about
of disclosure, privacy, how to make a claim, our dispute the Policy or any cover; and
resolution process and other relevant information. • receive any remuneration or other benefits from us.
The Policy Wording section sets out the detailed terms, If you are seeking to access the benefit of the Policy,
conditions and exclusions relating to the following you should consider obtaining advice as to whether
insurance covers: it is appropriate for your needs from a person who is
• Overseas travel and medical insurance cover licensed to give such advice.
• Interstate flight insurance cover Nothing prevents you from entering into other
• Domestic hotel burglary insurance cover arrangements regarding insurance. To confirm if you
• Transport accident insurance cover have access to the Policy, and its currency, please refer
• Extended warranty insurance cover to the section titled ‘For more information or to make
claim’ at the front of this booklet.
• Purchase protection insurance cover
• Price protection insurance cover
2 3POLICY NUMBERS EMERGENCY AND
Insurance cover
Overseas travel and medical
Policy number
NB14000001-00
MEDICAL ASSISTANCE SERVICES
insurance cover
Interstate flight insurance cover NB14000002-00
– QBE ASSIST
Domestic hotel burglary insurance cover NB14000003-00 QBE Assist contact details
Transport accident insurance cover NB14000004-00 If you’re overseas and need assistance, QBE Assist are
Extended warranty insurance cover NB14000007-00 on call 24 hours a day, 7 days a week.
Purchase protection insurance cover NB14000005-00 Contact our Emergency Assistance team using the
Price protection insurance cover NB14000006-00 contact details below.
Within Australia: (03) 8523 2800
Outside of Australia: + 61 3 8523 2800
LETTER OF ELIGIBILITY Fax: + 61 3 8523 2815
QBE will respond to requests from NAB Cardholders Email: qbeassist@qbe.com
seeking a policy number by providing a letter of eligibility
which sets out:
(a) the NAB Cards Insurances policy number; and
(b) the eligibility criteria.
TERMINATION OF POLICY
NAB may terminate or amend the Policy at any time and
if this happens NAB will provide written notification to
the Primary Cardholder. Notice will be deemed to take
effect either:
a. on the third day after the date of the notice; or
b. in the event that the Primary Cardholder is on a trip
and cannot be contacted, immediately upon their
return to their place of residence following their trip.
Purchases made in accordance with the eligibility criteria
for a cover before a notification to terminate is given will
be covered. Purchases made after this notification to
terminate is given will not be eligible for cover.
It is the responsibility of the Primary Cardholder to
inform any additional cardholders of the termination
and or changes to the Policy when notified to the
Primary Cardholder by NAB.
4 5PRIVACY RESOLVING COMPLAINTS
We’ll collect personal information when you deal with
us, our agents, other companies in the QBE group or
& DISPUTES
suppliers acting on our behalf. We use your personal At QBE we’re committed to providing you with quality
information so that we can do business with you, which products and delivering the highest level of service.
includes issuing and administering our products and We also do everything we can to safeguard your privacy
services and processing claims. Sometimes we might and the confidentiality of your personal information.
send your personal information overseas. The locations
Something not right?
we send it to can vary but include the Philippines, India,
We know sometimes there might be something you’re
Ireland, the UK, the US, China and countries within the
not totally happy about, whether it be about our staff,
European Union.
representatives, products, services or how we’ve handled
Our Privacy Policy describes in detail where and from your personal information.
whom we collect personal information, as well as where
we store it and the full list of ways we could use it. Step 1 – Talk to us
To get a free copy of it please visit qbe.com.au/privacy If there’s something you’d like to talk to us about, or if
or contact our Customer Care Unit. you’d like to make a complaint, speak to one of our staff.
When you make your complaint please provide as much
It’s up to you to decide whether to give us your personal
information as possible. They’re ready to help resolve
information, but without it we might not be able to
your issue.
do business with you, including not paying your claim.
You can also contact our Customer Care Unit directly to
make your complaint. Our aim is to resolve all complaints
THE GENERAL INSURANCE within 15 business days.
CODE OF PRACTICE Step 2 – Escalate your complaint
If this hasn’t happened, or if you’re not happy with how
QBE Australia is a signatory to the General Insurance
we’ve tried to resolve it, you can ask for your complaint
Code of Practice.
to be escalated for an Internal Dispute Resolution (IDR)
The Code aims to: review by a Dispute Resolution Specialist.
• Commit us to high standards of service The Dispute Resolution Specialist will provide QBE’s final
• Promote better, more informed relations between decision within 15 business days of your complaint being
us and you escalated, unless they’ve requested and you’ve agreed
• Maintain and promote trust and confidence in the to give us more time.
general industry
Step 3 – Still not resolved?
• Provide fair and effective mechanisms for the If you’re not happy with our decision, or if we’ve taken
resolution of complaints and disputes between more than 45 days to respond to you from the date
us and you you first made your complaint, you can contact the
• Promote continuous improvement of the general Financial Ombudsman Service Australia (FOS Australia).
insurance industry through education and training. FOS Australia is an ASIC approved external dispute
More information is available on www.codeofpractice. resolution body.
com.au or follow the links from the Insurance Council
of Australia’s website at www.ica.com.au.
6 7FOS Australia resolves insurance disputes between
consumers and insurers, at no cost to you. QBE is bound FINANCIAL CLAIMS SCHEME
by FOS Australia’s decisions – but you’re not. You can This Policy is a protected policy under the Financial
contact FOS Australia directly and they’ll advise you Claims Scheme (FCS), which protects certain insureds and
if your dispute falls within their Terms of Reference. claimants in the event of an insurer becoming insolvent.
In the unlikely event of QBE becoming insolvent you may
Disputes not covered by the FOS Australia Terms
be entitled to access the FCS, provided you meet the
of Reference
eligibility criteria.
If your dispute doesn’t fall within the FOS Terms of
More information may be obtained from APRA
Reference, and you’re not satisfied with our decision
www.apra.gov.au or 1300 55 88 49.
then you may wish to seek independent legal advice.
Privacy complaints
If you’re not satisfied with our final decision and it relates
POLICY WORDING
to your privacy or how we’ve handled your personal This Policy is underwritten by QBE Insurance (Australia)
information, you can contact the Office of the Australian Limited ABN 78 003 191 035.
Information Commissioner (OAIC).
How to contact QBE’s CCU, FOS Australia or the OAIC OUR AGREEMENT
How to contact QBE's Customer Care Unit This Policy is a legal contract between NAB and us.
Phone 1300 650 503 (Monday to Friday from 9am NAB pays us a premium and you may access the benefit
to 5pm, except on public holidays).
of cover under the Policy, provided that you meet the
Calls from mobiles, public telephones or hotel
eligibility criteria at the time the loss or damage occurs.
rooms may attract additional charges.
There are:
Email complaints@qbe.com, if you’d like to make
a complaint. • conditions and exclusions which apply to specific
privacy@qbe.com, if you want to contact us about covers or sections
privacy or your personal information. • general exclusions, which apply to any claim you
customercare@qbe.com, if you’d like to give us make under any section or cover
feedback or pay us or our staff a compliment.
• general conditions, which set out your responsibilities
Post Customer Care Unit under this Policy
GPO Box 219
• claims conditions, which set out your responsibilities
PARRAMATTA NSW 2124
when you make a claim, and
How to contact FOS Australia • other terms, which apply to how this Policy operates.
Phone 1800 367 287 (Office Hours: 9am to 5pm
Melbourne time Monday to Friday) Excesses
Online www.fos.org.au If you make a claim, you must pay the excess set out in
the schedule of benefits for every claim you make which
How to contact the OAIC applies to that cover or section.
Phone 1300 363 992 (National toll free)
How much we will pay
Email enquiries@oaic.gov.au
The most we will pay for a claim is the sum insured set
Online www.oaic.gov.au out in the schedule of benefits for the cover or section
you are claiming under, less any excess.
8 9WORDS WITH Dependent children
or Dependent child
means your unmarried child or children
who are:
SPECIAL MEANINGS (a) eighteen (18) years of age or
younger; or
There are some words in this Policy that have a special (b) twenty-four (24) years of age
meaning. These words and their meanings are set out or younger if they are full time
in the table below. students at an institution of
higher learning;
Word or term Meaning
and at the time of a covered event
Accident or any sudden, unforeseen and giving rise to a claim are primarily
Accidental identifiable event which happens dependent upon you for maintenance
by chance. and support and who are travelling
Business day a day other than a Saturday or Sunday with you on the journey.
or a day gazetted as a public holiday
A child who is physically or mentally
throughout Australia.
incapable of self support upon
Burglary an unlawful and forcible entry to attaining the age of eighteen (18)
premises by a person or persons with years shall continue to be covered
intent to steal. under this policy as a dependent
Carrier(s) the scheduled airline, vessel, train, child, for as long as the child remains
or motor coach transport in which you incapacitated and unmarried.
are to travel to or from your intended The dependent child must have been
destination. born before the start of the trip.
Conveyance an aircraft, vehicle, train, vessel or other Electronic equipment portable game consoles, portable
public transportation that is licensed to media players, and satellite navigation
carry fare paying passengers. units.
Covered breakdown the failure of a covered product to Eligibility criteria the criteria which you must meet to
operate for the purpose for which it obtain the benefit of cover under this
was designed, due to a breakdown or Policy. The eligibility criteria are set
defect, which would be covered by the out within the introductory section for
terms of the original warranty if that each cover.
warranty had not yet expired.
Covered product a new domestic appliance product
purchased in Australia during the cover
term that has an original warranty of at
least six (6) months and no more than
five (5) years and which is paid for in
full by a NAB Cardholder with a NAB
Card account.
10 11Existing medical a condition which is relevant to you, Injury bodily injury that is caused solely
condition a member of your travelling party, and directly by external and visible
relative or any other person and means: means as a result of an accident and
(a) any existing medical condition which does not result from an illness
(including but not limited to mental or disease.
disorder, anxiety, alcoholism, drug Interstate flight travel on a registered and scheduled
addiction or pregnancy); and/or commercial airline (but not charter
any chronic or ongoing medical or trips) between two or more Australian
dental condition, of which you were States and/or territories, including
aware, or for which investigation, the state and/or the territory in which
(whether or not a diagnosis has you reside.
been made) treatment or advice was Interstate journey the interstate travel you undertake and
received, or medication prescribed the shorter period commencing from
or taken at any time before you met the time you leave your usual place
the eligibility criteria; of residence in Australia to travel
(b) any complication arising from any directly to the airport from where you
of the conditions expressed in are catching your interstate flight, until:
paragraph (a) above. 1. the time you return to your usual
Unexpected or unforeseen events place of residence in Australia, or
relating to pregnancy are not regarded 2. the expiry of fourteen (14)
as an existing condition. consecutive days following the time
Extended warranty 1. Where the original warranty is at that you leave any place in Australia
period least six (6) months but less than to travel directly interstate. The
twelve (12) months; maximum duration of coverage is
The original warranty period fourteen (14) consecutive days.
is doubled. Kidnapping/ the wrongful abduction and detention
kidnapped/ of you against your will or by deception
2. Where the original warranty is
by a person or group for the purpose
between twelve (12) months and
of obtaining a ransom, kidnap or
five (5) years;
extortion payment as a condition of
The period commencing from the your release.
date the original warranty expires
Medically necessary treatment that is appropriate for your
and ending no later than twelve (12)
illness or injury, consistent with your
months after commencement of the
symptoms, and that can be safely
extended warranty period.
provided to you. It meets the standards
Family, families or your spouse and your dependent of good medical practice and isn’t for
family members children who are travelling with you. your convenience or the provider’s
Financial default the insolvency, bankruptcy, provisional convenience.
liquidation, financial collapse, Motorcycle a single, two or three wheeled vehicle
appointment of receivers, or any other that is powered or partly powered to
form of insolvency administration of move by its own motor. Motorcycle
any person, company, or organisation. includes these vehicles or any of their
Home in Australia your usual residential address in accessories or spare parts:
Australia. If you do not travel directly 1. motorcycles and mini-motorcycles;
to your home in Australia at the and
completion of your trip, it means your
point of arrival or an Australian hospital 2. motorised scooters, motorised
if we repatriate you. bicycles, mopeds, motorised
skatebords and quad bikes,
but does not include mobility
scooters designed to accommodate
12 physical disabilities or the elderly. 13NAB National Australia Bank Limited Original warranty the implied obligations, rights and
ABN 12 004 044 937 AFSL 230686, duties embodied in the written
of 800 Bourke Street, Docklands, warranty provided by the manufacturer,
Victoria 3008 which is applicable in Australia, of the
NAB Card a current NAB credit card or NAB Visa covered product when it is purchased
Debit Card. new. The warranty must have coverage
NAB Cardholder a permanent resident of Australia of no less than six (6) months and no
to whom NAB has issued a NAB Card more than five (5) years.
and includes the Primary Cardholder Personal computer laptops, notebooks, tablet PCs,
and any additional cardholder to personal digital assistants (PDA’s),
whom a NAB card has been issued smart phones, and any other hand-held
for use on the same account, unless wireless devices that have the capacity
otherwise stated. to convey data or information.
NAB Credit Card a current and valid personal NAB Low Personal Goods all new personal property acquired for
Fee Platinum Card, NAB Premium Card, domestic or household use, but not:
NAB Velocity Rewards Premium Card, • items acquired for re-sale, business
NAB Qantas Rewards Signature Card, or commercial use, or purchased in
NAB Qantas Rewards Premium Card, a business name;
NAB Rewards Signature Card, NAB • consumables or perishables;
Rewards Platinum Card, NAB Low Rate
Platinum Card, NAB Qantas Plus Card or • contraband; second-hand items
NAB flybuys Rewards Card. or antiques;
NAB Visa Debit card a current and valid personal NAB Visa • items intended for or have become
Gold Debit Card or NAB Platinum Visa landlord’s fixtures and fittings real
Debit Card. estate. Fixed or movable fixtures or
fittings, intended to form or have
Overseas outside of Australia and its territories,
become part of any real estate;
including any cruise that has a
scheduled stop at an international port. • real estate;
Overseas Journey the shorter period commencing from • computer software or non
the time you leave your home in tangible items;
Australia to travel overseas, until: • animal or plant life;
1. the time you return to your home • any motorised or mechanically
in Australia; or propelled vehicle, vessel or watercraft
2. Where a Signature Card was used to and/or their accessories;
meet the eligibility criteria for the • cash, bullion, negotiable instruments,
cover, 180 days and for all other NAB gift vouchers, traveller’s cheques or
Cards used to meet the eligibility tickets of any description;
criteria for the cover, 90 days; after
• sporting equipment while being
the date of departure from your
used;
home in Australia to go on your trip.
• mobile or cell phones if the phone
The maximum duration of coverage
is part of a telecommunication
is 180 days for Signature Cards and
provider’s post paid plan or any other
90 days for all other NAB Cards.
contractual arrangements;
For the Overseas travel insurance cover
• services; or
to apply, your overseas journey must
commence and conclude in Australia. • item(s) purchased prior
to 1 June 2014.
Point of arrival an airport, port, station or bus terminal
to which your pre-paid scheduled
public transport arrives.
14 15Primary Cardholder the person (s) in whose name (s) the Repatriate(d) or travel arrangements made by us for
participating account is in. repatriation your return to your home in Australia
Printed published marketing catalogue and/or or where we consider to be the nearest
advertisement brochure. suitable alternative.
Professional sporting an activity for which you receive Resident(s) of someone who currently resides
activity financial reward, sponsorship or Australia in Australia and is eligible for an
benefits from participating in or Australian Medicare card.
training for that activity, regardless of Return Interstate the flight fare to depart the State and/
whether or not you are a professional Airfares or territory in which you reside and the
sportsperson. flight fare to return to the State and/or
Public place includes but is not limited to shops, territory in which you reside.
airports, train stations, bus stations, Scheduled public a public transport system that runs
streets, hotel foyers and grounds, transport to a timetable.
restaurants, beaches, public toilets, Single or Singles when you take a trip by yourself.
and any other place to which the public Specified injury/ loss of life or bodily injury (but not an
has access. injured illness or sickness):
Ransom any monetary loss, which you incur
(a) caused by an accident;
in the provision and delivery of cash,
marketable goods, services or property and
to secure your release. (b) resulting independently of any
Relative(s) your spouse, child, parent, sibling, other cause.
inlaws, grandparent, step-parent, Furthermore “specified injury” as used
uncle, aunt, stepdaughter, step-son, with reference to hand or foot means
grandchild, guardian, fiancée, fiancé, complete severance through or above
halfsibling, niece, nephew or cousin the wrist in relation to hand(s) or
who is: ankle joint in relation to foot/feet
(a) resident in Australia or New Zealand and, as used with reference to eye,
at the time you met the eligibility means irrecoverable loss of the entire
criteria for the Overseas travel and sight thereof.
medical insurance cover or the Spouse your spouse or de facto partner of
Interstate flight insurance cover; and either sex, with whom you have
(b) under 80 years of age at the time continuously cohabited for a period
you met the eligibility for cover of three (3) consecutive months or
referred to above; but who does more and who travels with you on the
not accompany you on a trip. overseas journey.
In some circumstances you may be Terrorist act (s) an act or threat of force or violence
covered for events affecting your by any person acting alone or in
relative(s). Please refer to What is association with an organisation
covered under each section of this or foreign government, where the
policy for more details. purpose, by its nature or context, is
to put the public or a section of the
Rental vehicle any car, campervan, motorcycle or boat
public in fear, to resist or influence
you rent from a licensed rental vehicle
a government, or to further an
company and for which you have a
ideological, religious, ethnic or
signed contract with that company.
similar act.
Repair agent a dealer or independent service
Travelling party you and any travelling companion who
centre authorised by us to carry out
has made arrangements to accompany
assessment and/or repairs of covered
you for at least 50% of a trip.
products.
16 17Trip(s) the period beginning on the date of Card prior to your departure from Australia. The
departure from your home in Australia purchase must also have been transacted in one
and ends when you return to your of the following ways:
home in Australia.
– If using your NAB Credit Card – purchases using
Unaccompanied in relation to luggage, personal
effects or travel documents sent or left your credit card facility directly charged by the
somewhere else by you so that they are merchant or using the linked PayPal account; or
not travelling with you on your trip. – If using your NAB Visa Debit Card – purchases using
Unattended leaving your luggage or personal your debit card either by using the physical card or
effects either in a place where it can
be taken without your knowledge, or
by providing the debit card number when paying
at a distance from which you cannot for your purchases or using linked PayPal account.
prevent it from being taken. Purchases using a linked account without the use
War armed conflict between nations of the NAB Credit Card or NAB Visa Debit Card
including forces acting for any
(e.g. by direct credit from your NAB Internet Banking
international authority whether war be
declared or not; invasion; civil war; any facility, Paypal, BPay or Secure Pay or any other
attempt to usurp power or any activity payment facility) will not be covered.
arising out of an attempt to participate Benefit limits for insureds between the age of 76 and
in military force between nations.
90 are different to benefits for insureds under the
We, our, us QBE Insurance (Australia) Limited
ABN 78 003 191 035
age of 76 and as noted on the schedule of benefits
You, your the NAB Cardholder and includes
on page 20.
the NAB Cardholder’s spouse and * Award or loyalty points are not considered currency
dependent children. in determining achievement of minimum spend.
Period of cover
OVERSEAS TRAVEL AND Unless stated otherwise under a particular section,
the period of cover commences once you have left
MEDICAL INSURANCE COVER your home in Australia and ceases:
You may access the benefit of this Overseas travel and (a) when you complete your trip; or
medical insurance cover: (b) when you return to your home in Australia; or
1. if you meet the eligibility criteria; and (c) where a Signature Card was used to meet the
2. the loss or damage occurs during the period of cover. eligibility criteria, 180 days or for all other NAB Cards
used to meet the eligibility criteria, 90 days; after the
Eligibility criteria date of departure from your home in Australia to go
1. You were ninety (90) years of age or under before on your trip;
the date of departure for your trip; and
whichever occurs first.
2. You (or the accompanying NAB Cardholder) had
If something happens for which you can claim under
purchased on a NAB card a minimum of $500*
any of the sections of the overseas travel and medical
(inclusive of taxes and other charges) of pre-booked
cover, which causes you to extend your trip, your access
transport costs (airfares and/or cruise) and/or land
to the benefit of cover will continue until you can
content (tours, hire cars or other hired transport
reasonably complete your trip.
and accommodation) prior to the commencement
of the trip. The purchase must be debited to a NAB
18 19Schedule of benefits
Section Benefits Benefit Limits Benefit Limits
For persons aged 75 years or under For persons aged 76 years and over
on the date you depart for a trip up to 90 years on the date you depart
for a trip
Section A: Overseas medical and dental expenses
Section A1 Overseas medical Unlimited Not available
$300 Excess
Section A2 Medical evacuation and repatriation Unlimited Not available
$300 Excess
Section A3 Repatriation of remains Unlimited Not available
$300 Excess
Section A4 Hospital compensation $100 for every 24 hours up to Not available
Nil excess a maximum of $15,000.
Where an injury is as a result of a
mugging attack that has been reported
to police we will pay you $500.
Section A5 Critical illness or injury – emergency Unlimited Not available
$300 Excess travel expenses for a friend or relative
Section A6 Post-hospital accommodation $100 per day up to a maximum Not available
Nil Excess of $500
Section A7 Dental expenses due to sudden $2,000 Not available
$300 Excess and acute pain
Section B: Cancellation and additional expenses
Section B1 Cancellation or holiday Unlimited, except Travel Agents $5,000, except Travel Agents
$300 Excess deferment costs Cancellation fees up to a maximum Cancellation Fees up to a maximum
of $500 per person of $500 per person
Section B2 Emergency travel arrangements Unlimited Not available
$300 Excess and accommodation expenses
Section B3 Loss of reward points Unlimited Not available
$300 Excess
Section C: Luggage and personal effects
Section C1 Luggage and personal effects $15,000 singles $15,000 singles
$300 Excess Maximum limit $20,000 families $20,000 families
Personal computer, cameras $6,000 $6,000
& video camera
Any other item $2,000 $2,000
Section C2 Emergency luggage $300 singles $300 singles
Nil Excess $600 families $600 families
If, after 72 hours, your luggage has If, after 72 hours, your luggage has
still not been located then this limit still not been located then this limit
is doubled. is doubled.
Section C3 Replacement of passports and Unlimited Unlimited
Nil Excess travel documents
Section C4 Fraudulent use of credit Unlimited Unlimited
$300 Excess or debit cards
20 21Section D: Extra travel cover
Section D1 Travel delay Up to a maximum of: Not available
Nil Excess $750 singles $1,500 families
Section D2 Missed connection – special events Maximum of $3,250 per family for Maximum of $3,250 per family for
$300 Excess all missed special events all missed special events
Section D3 Resumption of trip $5,000 singles Not available
Nil Excess $10,000 families
Section D4 Hijacking 10,000 singles 10,000 singles
$300 Excess $20,000 families $20,000 families
Section E: Rental vehicle expenses
Section E1 Rental vehicle damage and theft $5,000 per trip Not available
$300 Excess excess waiver
Section E2 Return of rental vehicle $250 per trip Not available
Nil Excess
Section F: Accidental death & loss of income
Section F1 Accidental death $150,000 for NAB Cardholder. $150,000 for NAB Cardholder.
Nil Excess $75,000 for Spouse $75,000 for Spouse
$50,000 for each dependant child $50,000 for each dependant child
up to a maximum of $150,000 up to a maximum of $150,000
Section F2 Loss of income Your loss of income, up to $1,000 per Not available
Nil Excess week for a maximum of 13 weeks
Section G: Personal liability and legal expenses
Section G1 Personal liability and legal expenses Up to $2,500,000 Up to $2,500,000
Nil Excess
Section H: Kidnap and Ransom
Section H Kidnap and ransom Up to $250,000 Up to $250,000
Nil Excess
• This policy provides cover in Lord Howe Island, the Section A: Overseas medical and
Cocos Island, Christmas Island and for domestic air dental expenses
travel (when connecting to overseas travel) under
Section A1 – Overseas medical expenses
sections B, C, D, E, F, G and H.
• Domestic air travel required to connect with overseas What is covered?
travel or domestic air travel forming part of the We will cover you for necessary and reasonable
overseas travel will be regarded as overseas travel as 1. medical, surgical, hospital and ambulance and nursing
long as the connecting flight is within 48 hours from home expenses you incur as a result of an illness
the departure date. However medical and hospital or injury; or
expenses are not covered within Australia.
2. dental treatment expenses you incur as a result
of an injury to healthy natural teeth;
that you suffer while you are overseas, or on-board
a cruise that includes a scheduled stopover at an
international port which we believe are medically
necessary to treat the illness or injury.
22 23Conditions We will pay expenses which we believe are reasonable
1. Any treatment you receive must be given by a medical and necessary to bring you back to your home in
practitioner, who is registered to practise in the country Australia or to another destination of our choice. Before
or jurisdiction where you receive treatment. we will pay this you must give us written certification
2. Where you need treatment for an injury by a from your treating doctor that your evacuation or
physiotherapist, chiropractor, osteopath or emergency repatriation is necessary and that you cannot continue
dental treatment, you may have the first 6 treatments your trip.
without asking us. Any treatments after that must be The decision to evacuate or repatriate you is ours,
with our consent. and we will not pay for any evacuation or repatriation
3. To determine if expenses are reasonable and necessary, expenses unless it is medically justified and you have
we may consider all relevant factors, including the received our consent.
average reimbursement received by the provider for Based on the advice of your treating doctor we
similar treatment. will either;
4. All expenses under this section must be incurred (a) return you to your home in Australia with a medical
within 24 months of the date of the illness or injury. attendant; or
(b) pay for a return economy class airfare, reasonable
What is not covered?
accommodation and additional expenses for a friend
1. There is no cover under this section because of an
or relative to fly to, remain with and escort you in
illness or injury, the signs and symptoms of which you
place of a medical attendant; or
first became aware of after you booked your overseas
travel tickets and before you went on your trip. (c) return you to your home in Australia without
an attendant.
2. There is no cover for damage to dentures or dental
prostheses under this section. Refer to section C1 What is not covered?
“Luggage and personal effects” for cover that may 1. We will not cover you if you evacuate or repatriate
be available. when it is not medically necessary or without our
3. There is no cover for expenses incurred for dental consent.
treatment due to normal wear and tear or the normal 2. We will not pay for any expenses you incur to
maintenance of dental health. resume your trip after you have returned to your home
Also refer to ‘Overseas travel and medical insurance cover in Australia.
exclusions’ on page 41. 3. For repatriation, we will not pay more than the cost
of repatriation to your home in Australia.
Section A2 – Medical evacuation and repatriation
4. There is no cover under this section because of an
Period of cover illness or injury, the signs and symptoms of which
The cover under this section commences when you leave you first became aware of after you met the
your home in Australia for a trip and ends when we have eligibility criteria and before you went on your trip.
evacuated or repatriated you. Also refer to ‘Overseas travel and medical insurance cover
exclusions’ on page 41.
What is covered?
We will cover you if you have to interrupt your trip after
it has begun because you have suffered an illness or
injury while you are on your trip and, in our opinion,
you need to be evacuated or repatriated.
24 25Section A3 – Repatriation of remains Section A6 – Post hospital accommodation
What is covered? Period of cover
If you die during a trip, we will pay for expenses for your The cover under this section commences when you are
burial or cremation if your body is buried or cremated discharged from an overseas hospital and ends when
in the city or country of your death or the reasonable your treating doctor deems you are fit to resume your
costs of transporting of your remains to a funeral home trip, or after 5 days, whichever occurs first.
in Australia.
What is covered?
Section A4 – Hospital compensation We will cover you if you are hospitalised overseas
for more than 48 hours because of an illness or injury
Period of cover which first happened while you were outside Australia
The cover under this section commences when you are on your trip, and you need accommodation to recover
hospitalised overseas and ends when you are discharged from your illness or injury after you leave hospital.
from hospital. Before we will pay this you must give us a written
recommendation from your treating doctor and you
What is covered?
must have our consent.
We will cover you if you are hospitalised overseas for
more than 48 continuous hours because of an illness What is not covered?
or injury which first happened while you were outside We will not pay for post-hospitalisation accommodation
Australia on your trip. expenses when you have also made a claim for cancelled
Also refer to ‘Overseas travel and medical insurance cover accommodation expenses covering the same period
exclusions’ on page 41. of time.
Section A5 – Critical illness or injury – emergency travel Section A7 – Dental expenses due to sudden and
expenses for a friend or relative acute pain
Period of cover What is covered?
The cover under this section commences when you are We will cover you for dental treatment expenses you
hospitalised overseas and ends when you are discharged incur overseas to relieve sudden and acute pain. We
from hospital. will pay expenses which we believe are reasonable and
necessary to treat the pain. Before we will pay this you
What is covered? must give us written certification from your treating
We will pay for a return economy class airfare and dentist that treatment was necessary to alleviate your
reasonable accommodation for a friend or relative to pain. Any treatment you receive must be given by
travel directly to you, if you are hospitalised as a direct a dentist or oral surgeon who is registered to practise
result of you suffering a sudden life-threatening critical in the country where you receive treatment.
injury or illness during your trip. Before we will pay this
you must give us a written recommendation from your What is not covered?
treating doctor and you must have our consent. 1. There is no cover for expenses incurred for dental
treatment due to normal wear and tear or the normal
maintenance of dental health.
2. There is no cover for any dental expenses you incur
in Australia.
26 27Also refer to ‘Overseas travel and medical insurance cover the level of commission or service fees normally earned
exclusions’ on page 41. by the agent, had the trip not been cancelled.
Section B: Cancellation and additional expenses Conditions
If cancellation is due to your illness or injury you must
Section B1 – Cancellation or holiday deferment costs
provide us with documentation from your treating doctor
Period of cover to confirm you are medically unfit to commence or
The cover under this benefit commences from the date continue with your trip. We will not pay for cancellation
you meet the eligibility criteria, and ceases; or holiday deferment costs unless these costs are
medically justified and if you have already commenced
(a) when you complete your trip;
your trip you must have our consent.
(b) when you return to your home in Australia; or
(c) where a Signature Card was used to meet the What is not covered?
eligibility criteria, 180 days or 90 days for all other We will not pay if you have to cancel or rearrange your
NAB Cards used to meet the eligibility criteria; after pre-paid travel arrangements because of the unforeseen
the date of departure from your home in Australia death, injury or illness of a person who:
to go on your trip; • is not your business partner; or
whichever occurs first. • is not a member of your travelling party; or
• is not your relative; or
What is covered?
If you have to cancel any pre-paid travel arrangements • is your relative aged 80 years or over
due to any of the unforeseen circumstances outside of We will not pay for the value of unused pre-paid
your control listed below, we will pay the value of the transport costs where we have repatriated you a
unused travel arrangements, less any refunds due to you, distance equivalent to, or greater than, the total distance
or the reasonable cost of rearranging your trip, provided remaining on your itinerary at the point of repatriation.
that this cost is not greater than the cancellation fees Where the total distance of the repatriation is less than
or lost deposits which would have been incurred had the unused travel arrangements we will calculate your
the trip been cancelled. entitlement on a pro-rata basis, taking into account the
The circumstances which are covered are: cost of your original ticket.
• your unforeseen death, accidental injury or illness; Also refer to ‘Overseas travel and medical insurance cover
exclusions’ on page 41.
• the unforeseen death, accidental injury or illness of
your relative under 80 years of age; Section B2 – Emergency travel arrangements and
• the unforeseen death, accidental injury or illness of accommodation expenses
your business partner or a member of your travelling
party; or What is covered?
We will cover you for expenses you incur for reasonable
• any unforeseen circumstances beyond your control,
additional travel, accommodation, meals and internet
except for the circumstances listed under “What is not
use and emergency telephone calls less any refunds you
covered?” below.
are entitled to, if you have to interrupt your trip after it
We will also pay the agent’s cancellation fees up to $500 has begun due to unforeseen circumstances outside your
per person, when full monies have been paid. If only a control. We will pay the higher of the non refundable
deposit has been paid at the time of the cancellation we cancellation fees (under Section B1) or the additional
will pay the agent’s cancellation fees up to the maximum rearrangement costs that have been incurred as a result
of the deposit. In any event we will not pay more than of the same event.
28 29Conditions (c) where a Signature Card was used to meet the
1. Any additional travel you undertake must be at the fare eligibility criteria, 180 days, or for all other NAB Cards
class that you originally chose, except where we agree used to meet the eligibility criteria, 90 days; after the
differently on the basis of a written recommendation date of departure from your home in Australia to go
from your treating doctor. on your trip;
2. If you do not hold a return travel ticket to Australia whichever occurs first.
when the event that causes you to interrupt your trip
happens, we will deduct from any claim which includes What is covered?
the cost of your repatriation to Australia, an amount We will cover you for the value of your lost award or
equal to your original published one way economy loyalty points because of an event covered under ‘Section
class travel ticket for the route used for your return. B1 Cancellation or holiday deferment costs’.
What is not covered? Conditions
We will not pay: We will choose between paying for or reinstatement
of lost frequent flyer or similar flight award or loyalty
1. any expenses you incur to resume your trip after you
points, due to the cancellation of your airline ticket
have returned to your home in Australia except as set
or accommodation arrangements.
out under section D3 – Resumption of trip.
If your airline ticket or accommodation was paid for in
2. for additional accommodation where you have
full with points, we may choose to reinstate or pay for
claimed for cancelled accommodation expenses
your lost points. If we choose to pay for your lost points,
covering the same period of time or for additional
we will pay you the cost of a ticket in an equivalent class
transport costs in excess of the distance of the
or equivalent accommodation, in the same travel season
cancelled travel arrangements.
as your cancelled booking.
3. any accommodation expenses for periods where
If your airline ticket or accommodation was paid partly
you have not forfeited pre-paid accommodation
in cash and partly in points, under this ‘Section B3 – Loss
arrangements.
of award or loyalty points’, we will either reinstate or
4. any extra travel and accommodation expenses you refund you for your lost points.
incur because of the unforeseen death, injury or illness
Where we are unable to reinstate your lost points,
of a person who is:
the amount we will pay is calculated as follows:
• your relative aged 80 years or over;
(a) the cost of the equivalent class airline ticket or
• not your business partner; accommodation, for the same season, less your
• not a member of your travelling party. financial contribution towards the airline ticket
Also refer to ‘Overseas travel and medical insurance cover or accommodation;
exclusions’ on page 41. (b) multiplied by the total amount of points lost;
(c) divided by the total amount of points redeemed
Section B3 – Loss of award or loyalty points
to obtain the airline ticket or accommodation
Period of cover Equivalent class advance purchase airfare $1,000
The cover under this benefit commences from the date or accommodation
you make your booking with your award or loyalty points Points lost 5,000
and it ceases: Points redeemed to obtain original ticket or 20,000
accommodation
(a) when you complete your trip;
Claimable amount = $1,000 x 5000 $250
(b) when you return to your home in Australia; or 20,000
30 31What is not covered? A pair or related set of items – for example, a camera,
We will not cover any loss of points, or the value of lenses (attached or not), tripod and accessories, a chain
such points, which you can recover from any source. and pendant or a set of golf clubs – are only one item
Also refer to ‘Overseas travel and medical insurance cover for this purpose.
exclusions’ on page 41.
What is not covered?
Section C: Luggage and personal effects 1. We will not pay for accidental loss or damage
to or theft of:
Section C1 – Luggage and personal effects
(a) cash;
What is covered? (b) personal computer screens at any time, personal
We will cover you for each of the following: computer software or applications;
1. accidental loss, theft of, or damage to, your luggage (c) luggage or personal effects that are being
or personal effects including things you buy during the transported independently of you;
trip, while they are accompanying you during your trip. (d) property that you leave unattended or that
2. loss of, or damage to, dentures or dental prostheses occurs because you do not take reasonable care
whilst not on your person during your trip. to protect it;
3. the cost of medical consultation fees you incur to (e) luggage or personal effects for which you are
replace prescription medication which is accidentally entitled to compensation from the carrier;
lost, stolen or damaged, together with the cost of the (f) luggage, travel documents or personal effects
medication itself. left in an unattended motor vehicle or a motor
4. theft of, or damage to, your luggage or personal home for any length of time;
effects while they are left in a locked motor vehicle (g) luggage, travel documents or personal effects
or a motor home during daylight hours and there is left in an unlocked building;
forced entry into the vehicle.
(h) luggage or personal effects left unattended by
5. theft of, or damage to, your luggage or personal you in a tent or caravan for any length of time;
effects while they are left in a locked storage facility
(i) personal computer, communication or
and there is forced entry into the facility.
photographic equipment, electronic equipment,
Conditions jewellery or watches checked in as luggage;
If we agree to cover you under this section, we will (j) trade items, trade samples or your tools of trade
choose between: or profession
1. repairing or replacing your items to a condition (k) gold or precious metals, precious unset
no better than their condition at the time of loss, or uncut gemstones;
damage or theft; or (l) luggage or personal effects that have been
2. paying you their value in cash, taking into account an left in a locked storage facility for greater than
allowance for age, wear and tear. The way in which we 48 hours.
depreciate is set out under the heading “depreciation”
2. We will not pay for loss or damage caused by wear
which is set out in the Claims section of this booklet.
and tear or depreciation of property or damage by the
action of insects or vermin, mildew, rust or corrosion.
32 333. We will not pay for loss or damage caused What is not covered?
by mechanical or electrical breakdown. There is no cover under this section if the credit or
4. We will not pay for any damage to fragile items. debit cards are fraudulently used by you, your relative
This exclusion does not apply to photographic or video or a member of your travelling party.
equipment, binoculars, spectacles or contact lenses. Also refer to ‘Overseas travel and medical insurance cover
5. We will not pay for loss or damage to sporting exclusions’ on page 41.
equipment whilst in use.
Section D: Extra travel cover
Also refer to ‘Overseas travel and medical insurance cover
exclusions’ on page 41. Section D1 – Travel delay
Section C2 – Emergency luggage What is covered?
We will cover you for expenses incurred up to a
What is covered? maximum $250 for singles and $500 for families, if your
We will cover you towards the cost of purchasing scheduled public transport from or within Australia or
essential articles such as clothing, toiletries and personal overseas in respect of any individual leg of your trip is
requisites if your accompanied luggage is delayed, delayed for at least 6 hours for a reason outside your
misdirected or temporarily misplaced by the carrier for control, and you cannot claim the expenses from any
a period in excess of 12 hours during your trip. If your other source.
luggage is not recovered, the amount paid by us for the If the delay continues for an additional eighteen
loss will be reduced by the total of any amounts paid for hours, we will pay for your expenses incurred up
under this section. to an additional $500 for singles and an additional
$1,000 for families.
Section C3 – Replacement passports and travel
documents Conditions
If we have paid you this Benefit, we will not pay for
What is covered?
any accommodation, meals or other travelling expenses
We will pay for the cost of reissuing or replacing your
under section B2 – Emergency travel arrangements and
travel or personal documents, drivers licence, traveller’s
accommodation expenses.
cheques, passport, or debit or credit cards, after they
have been stolen, accidentally lost or damaged during Section D2 – Missed connection – special events
your trip.
During your trip we will also cover the reasonable cost What is covered?
of you travelling to the nearest location where the We will cover you if your trip is delayed or interrupted
documents can be replaced. by an event that is not anticipated, is unexpected, and
outside of your control, and you are unable to arrive at
Section C4 – Fraudulent use of travel documents, your destination by the time originally scheduled for the
credit or debit cards purpose of attending a wedding, funeral, conference,
25th or 50th wedding anniversary, concert or sporting
What is covered? event which cannot be delayed as a consequence of your
We will pay for your legal liability for payment arising late arrival. We will pay for the reasonable additional
out of the unauthorised use of your travel documents, cost of using alternative public transport to arrive at the
credit cards, debit cards and/or traveller’s cheques, destination on time.
if during the overseas journey they are stolen by any
person who is not your relative or a member of your
travelling party.
34 35Section D3 – Resumption of trip We will also cover you if the scheduled public transport
on which you are travelling is hijacked during your trip
What is covered? and you subsequently want to cancel your trip and return
We will cover you if you have to return to Australia to your home in Australia. We will pay you for your
because of: reasonable additional travel expenses and the cost of pre-
1. your accidental injury or illness; or paid travel arrangements that you do not use, less any
2. the unforseen death, accidental injury or illness of refunds due to you.
your relative under 80 years of age, business partner
Section E: Rental vehicle damage and theft
or a member of your travelling party
excess waiver
and the illness was initially diagnosed, or serious injury
occurred during your trip. We will pay you for the Section E1 – Rental vehicle excess
transport costs you have paid to resume your original
What is covered?
trip so you can use any pre-paid travel, accommodation
We will cover you for the rental vehicle insurance excess
or tours.
which you are legally liable to pay, if:
However, we will only do so if:
1. you rent a vehicle from a rental company; and
1. you obtain our consent for the resumption of
2. it is damaged or lost; and
your trip; and
3. you are a nominated driver on the rental
2. you have more than 25% of your trip remaining
vehicle agreement.
or 14 days, whichever is greater; and
This cover is not in place of rental vehicle insurance and
3. your return overseas occurs prior to the original
only provides cover for the excess component up to the
return date of your original trip.
applicable limit.
What is not covered?
Conditions
We will only pay the cost of a one-way ticket to the
For this section to apply, the rental vehicle must have
location which, at the time of your return, was stated
comprehensive motor vehicle insurance for the period
on your original itinerary, as your expected destination
of hire.
at the date of your return. If we had used your original
return tickets to return you to Australia, we will provide What is not covered?
you with return tickets to your usual place of residence. There is no cover under this section for:
The most we will pay under this section is $10,000.
1. loss or damage as a result of operating the rental
Also refer to ‘Overseas travel and medical insurance cover vehicle in violation of the terms of the rental vehicle
exclusions’ on page 41. hiring agreement;
Section D4 – Hijacking 2. wear and tear, gradual deterioration, damage from
insects or vermin, inherent vice or damage;
What is covered? 3. loss or damage sustained as a result of operating
If the scheduled public transport you are travelling in the rental vehicle beyond the limits of any public
is hijacked during your trip, we will pay $100 for each roadways or on any roadways inaccessible to
consecutive twenty-four (24) hour that you are held two-wheel drive cars;
captive up to a maximum benefit limit of $10,000 per
person. The maximum benefit payable under this section
is $20,000 for a family.
36 374. loss or damage sustained as a result of operating What is covered?
a campervan, caravan or any vehicle that requires We will cover you if due to an accidental injury you suffer
a license other than a car licence (irrespective during your trip, and within 90 days of being injured,
of whether you hold such a licence). you are unable to generate income because you cannot
Also refer to ‘Overseas travel and medical insurance cover do your normal work when you return to Australia.
exclusions’ on page 41. We will pay your usual income, up to a maximum
of $1,000 per week, for as long as you are unable to
Section E2 – Return of rental vehicle perform the job you were employed in before your trip.
The longest we will pay you a benefit for is 13 weeks
What is covered?
from the time you return to Australia.
We will pay towards the cost of returning your rental
vehicle to the nearest depot, including airport concession Before we make any payment we will contact Centrelink
charges, if due to a claimable event covered by any or similar bodies to confirm any payments that must be
section of this policy you are unable to do so during deducted from any payment we make.
your trip.
Conditions
Section F: Accidental death and loss You must submit to us all information we require in
of income support of your claim, such as the advice of your treating
doctor, medical or police reports, declarations, receipts
Section F1 – Accidental death and certified translations.
What is covered? You must co-operate with us at all times.
We will pay your estate if during your trip:
What is not covered?
1. you suffer an injury which results in your death We will not pay you in respect of the first 4 weeks after
within 12 months of the injury being sustained; or you originally planned to resume work in Australia.
2. you disappear because your means of transport We will not pay you if you are unable to work because
disappeared, sank or was wrecked, and your body of illness or disease.
has still not been found 12 months after your
Also refer to ‘Overseas travel and medical insurance cover
disappearance.
exclusions’ on page 41.
What is not covered?
There is no cover if your death is due to an illness or
Section G: Personal liability
your suicide. What is covered?
Also refer to ‘Overseas travel and medical insurance cover We will pay for your legal liability to pay damages
exclusions’ on page 41. or compensation because your negligence during the
trip causes:
Section F2 – Loss of income
1. death, illness or injury to a person who is not you
Period of cover or any member of your family permanently residing
The cover begins when you leave your home in Australia with you; or
to start your trip and ends 13 weeks from the first day 2. loss or damage to property that is not owned by:
in respect of which a benefit is paid or when you are fit i. you, or
to resume your employment, whichever happens first.
ii. any member of your family permanently residing
with you, or
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