Travel Insurance OPTIONS - Effective 28 October 2015
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OPTIONS
Travel
Insurance
ARRAN GED BY
Effective 28 October 2015
Combined Financial Services Guide
and Product Disclosure Statement
Table of contents More than just a travel
Part
Part 1
Product Disclosure Statement (PDS)................ 3-44 insurance policy
We know travel and we know it’s about having an amazing
1 Introduction 3 experience, enjoying yourself even when you are a million
More than just a travel insurance policy 3 miles from home. We are as enthusiastic about travel as
How to buy 3 you, that’s why we want to make it as easy as possible for
you. We’ve created a range of inclusions, all of which have
2 The cover 4 been designed with your travel experience in mind.
Benefits table 4 Throughout the Product Disclosure Statement you will
find a range of helpful hints from our experienced team of
Policy inclusions and options 6
consultants to ensure you travel safely and enjoy yourself.
3 Existing Medical Conditions and pregnancy 9
Existing Medical Conditions 9
How to buy
Pregnancy 11 •A
sk your Flight Centre Consultant in store. Flight Centre
has over 600 stores across Australia
4 24 hour emergency assistance and Claims 12 • Visit flightcentre.com.au
24 hour Emergency Assistance 12 • Call 133 133
Claims 13
5 Important information 14
Who is the insurer? 14
The Financial Claims Scheme 14
Who is Cover-More and the providing entity? 14
When and how benefits are provided 14
Additional policy information 15
Change of terms and conditions 15
Your duty of disclosure 15
Code of Practice 16
The amount You pay for this insurance 16
How various factors affect the Amount Payable 16
How a claim payment is calculated 17
We respect Your privacy 18
Resolving complaints 20
6 Policy wording 22
Words with special meaning 22
Policy conditions 25
General exclusions 41
Financial Services Guide (FSG)....................... 44-46
This insurance is issued by Great Lakes Reinsurance (UK) SE (ARBN 127 740 532,
ABN 18 964 580 576, AFSL No. 318603), trading as Great Lakes Australia, a limited
liability company incorporated in England and Wales.
Part 1: Introduction 3Benefits table Per Adult Per Adult Per Person
International Domestic Domestic
Plan I Plan D Cancellation Plan
Policy Benefits Single Trip or Annual Multi-Trip
1 Overseas Medical and Dental $Unlimited ~
$Nil $Nil
2* Additional Expenses $Unlimited You can choose
$10,000 $200, $400, $600,
Part 2
3* Amendment or Cancellation Costs Cover Chosen ^
$800 or $1,500.
~
4* Luggage and Travel Documents $15,000• $3,000• Medical cover will not
exceed 12 months from
5* Delayed Luggage Allowance $1,000 $Nil onset.
^
Cover chosen applies
6 Money $200 $Nil per policy, see page 5.
7 Rental Car Insurance Excess $10,000 $4,000
•
Additional cover available
see page 7.
8* Travel Delay $2,000 $750 Please read the PDS
carefully to understand
9 Resumption of Journey $3,000 $Nil what this policy covers.
Importantly, please
10 Special Events $2,000 $2,000 note that exclusions and
limits apply.
11* Hospital Incidentals $8,000 $Nil
12* Hijacking $8,000 $Nil
$9,000 $1,500
13* Loss of Income Up to $1,500 Up to $250
per month per month
14* Disability $25,000 $10,000
15* Accidental Death $25,000 $10,000
16 Personal Liability $3,000,000 $200,000
$1,000,000
17 Medical and Dental Expenses in Australia only for the $Nil
Inbound area.
*Sublimits apply. Refer to the Policy Wording pages 22-43. Save m
o
Your ca ney on
Featured benefits Plan I a r hir
nd D c e .
24 hour Emergency Assistance: 24/7 access to an cover for pre-paid tickets, Your re over s
nt a
Australian team of experts with a global network of hotels, tours or other travel excess. l
doctors, nurses and logistical staff. related expenses.
Medical Cover: Cover for overseas hospital, medical, Additional Expenses: Cover for
surgical, nursing, ambulance expenses and emergency emergency accommodation and transport expenses if
dental expenses. an unexpected natural disaster like a volcano, tsunami,
Our medical cover also assists You to find treatment earthquake or flood disrupts Your Journey.
and if necessary medical evacuation. Rental Car Insurance Excess: If You hire a car and
Cancellation Cover: Only pay for the Cancellation Cover happen to have an accident, cover is included for
You need. Add the level which suits You to include the Rental Car Insurance excess, You may be liable to pay.
4 Part 2: The cover 5Policy inclusions and options travel related expenses for all travellers on the policy.
The level of cover You choose will be the total amount of
cover available under Section 3, on a per policy basis and
Single Trip or Annual Multi-Trip will be shown on Your Certificate of Insurance.
You can choose a policy to cover one Single Trip or, if You
are a frequent traveller, rather than buying a Single Trip Increase luggage item limits
policy each time You travel, You may want to buy an Annual The following limits apply to any one item, set or pair of
Multi-Trip policy. items (including accessories):
Part 2
On Our Annual Multi-Trip policy You can select from the
available choices, a Journey duration to suit Your needs and Mobile
Cameras Laptop Tablet Phones Other
be covered for an unlimited number of Journeys more than & Video
250 km from Your Home during the Period Of Insurance. Cameras Computers Computers & Smart Items
Phones
Areas of travel Plan I $3,500 $3,000 $1,500 $750 $500
Where You travel will influence Your premium. Plan D $300 $300 $300 $300 $300
Single Trip: You will need to choose the main destination
based on where You will spend the most time on Your Journey. You may be able to increase the item limit by paying an
additional premium.
Annual Multi-Trip: You will need to choose the area which
will cover all of Your trips for the year. If You select an Receipts or valuations (less than 12 months old) must be
international area, this also includes cover for travel more available if requested by Us.
than 250 km from Your Home in Australia.
Activities included in Your cover
Note: We know that not all travellers enjoy the same activities
• If 20% or more of any Journey will be spent in the whilst travelling so We have a comprehensive list of activities
Americas or Africa You must nominate the area including which are covered while You are on Your Journey.
these countries as the main destination. Our Plans automatically cover:
• If You are travelling Inbound to Australia, You can only • Abseiling • Kayaking
select a Single Trip option, the maximum age limit is 69 • Archery • Paragliding
years of age and there is no cover for any Existing Medical
• Ballooning • Parasailing
Conditions other than those We automatically cover.
• Bungy Jumping • Skydiving
Choose Your excess • Flying Fox • Snorkelling
When travelling internationally You can choose Your excess. • Horse Riding • White Water Rafting
We currently have the below excess choices available. • Jet Boating • Working Holidays
The higher the excess You choose, the lower the premium. • Jet Skiing
Your excess will be shown on Your Certificate of Insurance. Your participation in any of the activities listed is subject to the
• $0 excess • $ 25 excess applies to the terms of cover and in particular General Exclusion 16 on pages
• $100 excess Domestic Plan D and the 42-43 and Section 16 Personal Liability exclusion 3 on page 39.
Domestic Cancellation Plan
• $250 excess Motorcycle/moped riding
Cancellation cover You may wish to hire a motorcycle (including a moped) as
The International Plan does not automatically include the driver or a pillion passenger during Your Journey. If You
cancellation cover however You can add the amount of choose to do so You will only be covered if:
cancellation cover that suits You. Select an amount from the • the engine capacity is 200cc or less;
options available at the time of applying for cover. • You are wearing a helmet;
The level of cancellation cover You choose will influence • You are not participating in a Professional capacity;
Your premium. Typically people look to choose an amount
6 that will cover all prepaid travel tickets, hotels, tours or other Part 2: The cover 7• You are not racing; and
•w
hilst in control of a motorcycle, You hold a licence valid
Existing Medical Conditions
in the relevant country. (Of You or Your travelling companion)
Note: No cover will apply under Section 16 Personal Liability. This policy does not automatically cover claims arising from, or
exacerbated by, some Existing Medical Conditions or pregnancy.
Snow skiing, snowboarding Where Existing Medical Condition cover is separately
applied for and accepted by Us, cover may be subject to
and snowmobiling special conditions, limitations, excesses and amounts
If You wish to be covered for these activities during Your payable depending on Your age, duration and destination.
Journey, You must pay an extra premium. Please ask This will be stated on Your Certificate of Insurance.
Your Flight Centre Consultant for a quote.
Even if You pay the extra premium, You will only be covered if:
An Existing Medical Condition is:
a) Any physical defect, condition, illness or disease for which
• You are skiing or snowboarding On-Piste;
treatment, medication or advice (including investigation)
• You are not racing; and has been received or prescribed by a medical or dental
Part 3
• You are not participating in a Professional capacity. adviser in the 90 days prior to the Relevant Time; or
b) Any chronic or ongoing (whether chronic or otherwise)
Extending Your Journey medical or dental condition, illness or disease medically
Having too much fun? If You’re having too much fun on Your documented prior to the Relevant Time.
Journey and wish to be insured for longer than the original
Relevant Time in respect of:
period You will need to purchase a new policy through Flight
Centre prior to the expiry date shown on Your original Certificate a) Single Trip policies means the time of issue of the policy.
of Insurance. It is not an extension of the previous policy. b) Annual Multi-Trip policies means the first time at which
any part of the relevant trip is paid for or the time at
It is important to note that should a medical condition present
which the policy is issued, whichever occurs last.
itself prior to the time of issue of the new policy, it may be
considered an Existing Medical Condition under the new If You are unsure whether You have an Existing Medical
policy and therefore may not be covered by the new policy. Condition, please call Cover-More on 1300 72 88 22
Purchasing a longer duration policy up front may avoid this risk. for assistance.
Restriction on durations may apply.
Getting cover for Existing Medical
Money back guarantee Conditions
Should You cancel this policy for any reason within There are three categories of Existing Medical Conditions:
the cooling off period which is within 15 working days • conditions We automatically cover.
(excluding public holidays) of the date of purchase, We will
give You Your money back. • conditions which cannot be covered.
Our money back guarantee ensures a refund of the entire • conditions We need to assess.
premium unless You have already: Please review each of these categories to determine which
• made a claim under the policy; or category applies.
• departed on Your Journey. Conditions We automatically cover
Should You wish to cancel Your policy and receive a full Subject to the requirements shown, this policy
refund, please contact the providing entity within the automatically covers:
cooling off period. We may give a partial refund if You Acne – If You have not required treatment by a medical
amend Your policy before You depart on Your Journey. practitioner in the last 60 days.
Allergies – If the condition has not required treatment by
a medical practitioner in the last 6 months and You have no
known respiratory conditions (e.g. Asthma).
8 Part 3: Existing Medical Conditions and Pregnancy 9Asthma – If no exacerbation requiring treatment by a Conditions which cannot be covered
medical practitioner in the last 12 months. You must also
Under no circumstances is cover available for:
be under 60 years of age.
• conditions involving the back or neck.
Breast/Prostate/Kidney/Bowel/Colon Cancer – If You
were diagnosed over 6 months ago, have not had any • conditions involving drug or alcohol dependency.
chemotherapy or radiotherapy in the last 6 months, Your • c onditions for which You are travelling to seek medical
cancer has not spread beyond the primary site at any treatment or review.
time and Your Journey is less than 6 months. In respect • t ravel booked or undertaken against the advice of any
of prostate cancer You must also have a Prostate Specific medical practitioner.
Antigen (PSA) of 10 or less.
Cataracts/Glaucoma – If You have no ongoing Conditions We need to assess
complications, are not on a waiting list for an operation For all other medical conditions You will need to complete
and have not been operated on in the last 30 days. an online medical assessment by either contacting Your
Coeliac Disease – If the condition has not required Flight Centre Consultant or calling Cover-More on
treatment by a medical practitioner in the last 6 months. 1300 72 88 22 for additional assistance.
Part 3
Diabetes/Glucose Intolerance – If You were diagnosed over Note: Any traveller who has ever been diagnosed with a
6 months ago and have not had any complications in the heart condition or a lung condition (not including Asthma
last 6 months. You must have a Blood Sugar Level reading if under 60 years) or any traveller with reduced immunity
between 4 and 12 or a HbA1C score of 9% or less. You must e.g. as a result of medical treatment or a medical condition
also not currently be undergoing any treatment for kidney, will need to complete a medical assessment if they are
eye or nerve complications. travelling to the Americas or Africa for any length of time.
Ear Grommets – With no current infection at the
Relevant Time. Pregnancy
Epilepsy – If there are no underlying medical conditions If You are aware of the pregnancy at the time of issue
(e.g. previous head trauma, stroke) and You have not of the policy, an online medical assessment must be
required treatment by a medical practitioner for a seizure completed if either of the following apply:
in the last 2 years. 1. there have been complications with this or any previous
Gastric Reflux – If the condition does not relate to another pregnancy, or
underlying diagnosis (e.g. Hernia/Gastric Ulcer). 2. the conception was medically assisted (including
Gout – If the gout has remained stable for the last 6 months. hormone therapies and IVF).
Hiatus Hernia – If no surgery is planned. You can complete a medical assessment by either
Hip/Knee Replacement – If performed more than contacting Your Flight Centre Consultant, or by calling
6 months ago and less than 10 years ago. Cover-More on 1300 72 88 22.
Hypercholesterolaemia (High Cholesterol) – If You have Whether or not You have to apply, the following restrictions
no known heart conditions. apply to all pregnancies:
Hypertension (High Blood Pressure) – If You have no • c over is only provided for unexpected serious pregnancy
known heart conditions and Your current blood pressure complications which occur before or during the 26th
reading is lower than 165/95. week of pregnancy.
Menopause – Provided You do not suffer from Osteoporosis. • no
cover is provided for childbirth or the health of a
newborn child, irrespective of the stage of pregnancy at
Peptic/Gastric Ulcer – If the condition has remained stable
which the child is born.
for the last 6 months.
Expectant mothers should therefore consider whether they
Skin Cancer (excluding melanoma) – Provided the skin
travel under this policy, particularly if travelling beyond the
cancer was excised more than 30 days ago.
20th week of pregnancy.
Underactive/Overactive Thyroid – If not as a result
of a tumour.
10 Part 3: Existing Medical Conditions and Pregnancy 1124 hour emergency assistance Claims
We hope You have the trip of a lifetime but should Before making a claim please refer to Policy Conditions 4
something go wrong, We’re here to help. and 5 on page 26.
All policyholders have access to Our emergency assistance
team who is contactable 24 hours a day, 365 days a year. How to make a claim
Our team of case managers, nurses, travel agents and You have two choices:
doctors provide the following services to all policyholders: 1. Complete an online claim
•A
ssistance in accessing medical treatment and care • Visit claims.covermore.com.au and follow the prompts;
whilst away or
Our team of case managers, nurses and doctors will 2. Download and print a claim form
assist You to find medical facilities and then monitor Your • D
ownload, print and complete a claim form from
medical care. covermore.com.au.
•P
ayment of bills a) Add receipts and other supporting documents
Falling ill overseas can be very expensive so those larger
bills can be paid by Us directly to the hospital. i) Follow the checklist on the claim form for the
supporting documents You need to send Us with
•B
ringing You Home Your completed form.
Our team can decide if and when it is appropriate to
bring You Home and will coordinate the entire exercise. ii) We need original documents, so please keep a
copy of any documents before sending them in.
•A
ssistance when passports, travel documents or credit
cards are lost b) Send in Your claim
If You need assistance in contacting the issuer of the Send Us the completed claim form and/or any
Part 4
document, Our emergency assistance department can help. additional documents to support Your claim to:
•H
elp to change travel plans as a result of an emergency Cover-More Travel Insurance,
If Your travel consultant is not available to assist with Claims Department
rescheduling in an emergency situation, Our team can help. Mail: Private Bag 913
North Sydney NSW 2059
Certain services are subject to a claim being accepted under Australia
Your policy.
Should You require any additional assistance
When You call, please have the following information: You can contact Cover-More on 1300 72 88 22
• Your policy number (or +61 (0) 2 8907 5000).
• A phone number to call You back on Email: enquiries@covermore.com.au
Please call Australia DIRECT and TOLL FREE from:
USA 1800 937 9763 Canada 1800 645 8714
How long will my claim take?
We aim to process claims as quickly as possible. You will
UK 0800 892 014 NZ 0800 445 524
hear from Us within 10 working days from the time We
Charges may apply if calling from a pay phone or receive Your claim.
mobile phone.
Other countries: Call direct +61 (0) 2 8907 5619
If You are experiencing difficulties please try the following
numbers: p +61 (0) 2 8907 5619, f +61 (0) 2 9954 6250.
12 Part 4: 24 emergency assistance and Claims 13Important information • pay the person to whom You are legally liable; or
• pay You.
Who is the insurer? Additional policy information
The insurer, Great Lakes Reinsurance (UK) SE, trading in The insurance We offer You is set out in the PDS and Policy
Australia as Great Lakes Australia (GLA), is authorised by the Wording. It is important that You:
Australian Prudential Regulation Authority (APRA) to carry on
insurance business in Australia. • are aware of the limits on the cover provided and the
amounts We will pay You (including any excess that applies);
Great Lakes Reinsurance (UK) SE is a wholly owned subsidiary
of Münchener Rückversicherungs-Gesellschaft AG (Munich • are aware of the “Words with special meanings” found
Re), part of Munich Re (Group) which is one of the largest in the Policy Wording on pages 22-25;
insurance groups in the world. GLA’s contact details are: • are
aware of the Maximum Benefit Limits shown in the
Mail: Great Lakes Australia “Benefits table” on pages 4-5; and
PO Box H35, Australia Square NSW 1215 • are aware of the Policy Conditions and General
Exclusions found in the Policy Wording on pages 41-43.
The Financial Claims Scheme
Change of terms and conditions
In the event of the insolvency of GLA, You may be entitled
to payment under the Financial Claims Scheme. Access From time to time and where permitted by law, We may
to the Scheme is subject to eligibility criteria. Information change parts of the Combined FSG/PDS. We will issue You with
about the Scheme can be found at www.apra.gov.au or by a new Combined FSG/PDS or a Supplementary FSG or PDS or
calling the APRA hotline on 1300 55 88 49. other compliant document to update the relevant information
except in limited cases. Any updates which are not materially
Who is Cover-More and the adverse to You from the view of a reasonable person deciding
whether to buy this insurance, may be found on covermore.
Providing Entity? com.au. You can obtain a paper copy of any updated
Cover-More Insurance Services Pty Ltd (ABN 95 003 114 145, information without charge by calling 1300 72 88 22.
AFS Licence No. 241713) (Cover-More) administers the policy
(including customer service, medical assessments and claims Your duty of disclosure
management) and will usually arrange for the issue of the Before You enter into this contract of insurance, You have a
insurance, either directly or through the appointment of duty of disclosure under the Insurance Contracts Act 1984.
authorised representatives. Alternatively, another financial The duty applies until (as applicable) We first enter into the
Part 5
services licensee or its authorised representatives may policy with You, or We agree to a variation, extension or
arrange for the issue of this insurance. reinstatement with You.
The person who provides You with this PDS is the providing
entity. The capacity in which they act is displayed in the Answering Our questions
Financial Services Guide on pages 44-46 of this booklet. In all cases, if We ask You questions that are relevant to Our
decision to insure You and on what terms, You must tell Us
When and how benefits are provided anything that You know and that a reasonable person in the
The benefits for which You are insured under this policy circumstances would include in answering the questions.
are payable: It is important that You understand You are answering Our
• when an insured event occurs during the Period Of questions in this way for Yourself and anyone else that You
Insurance causing You to suffer loss or damage or incur want to be covered by the contract.
legal liability; and Variations, extensions and reinstatements
• Your claim is accepted by Us. For variations, extensions and reinstatements You have a
After calculating the amount payable We will either: broader duty to tell Us anything that You know, or could
• pay for replacement (after allowing for depreciation) or reasonably be expected to know, may affect Our decision to
repair of Your personal items; insure You and on what terms.
• pay for specified Additional expenses;
14 Part 5: Important information 15If You do not tell Us something • Area - higher risk areas cost more.
If You do not tell Us anything You are required to tell Us, We • Age - higher risk age groups cost more.
may cancel Your contract or reduce the amount We will pay • Excess - the higher the excess the lower the cost.
You if You make a claim, or both.
• Duration - the longer Your trip the more it usually costs.
If Your failure to tell Us is fraudulent, We may refuse to pay
•C
ancellation Cover - the more cancellation cover You
a claim and treat the contract as if it never existed.
require the higher the cost may be.
Code of Practice • Extra Cover Options - additional premium may apply.
GLA is a signatory to the General Insurance Code of • E xisting Medical Conditions and pregnancy - additional
Practice (Code) which is developed by the Insurance premium may apply if accepted for cover.
Council of Australia.
How a claim payment is calculated
The Code sets out high standards of service that general When We pay a claim We consider a number of aspects in
insurers must meet when consumers are buying insurance, calculating the amount. These can include:
making claims, experiencing financial hardship, requesting
1. The amount of loss or damage or liability;
information, or wanting to make a complaint.
2. The excess;
To obtain more information on the Code and the rights
3. The maximum benefit limits and sub-limits;
You may have under it please contact Cover-More on
1300 72 88 22 or You can access the Code at 4. Reasonable depreciation; and
www.codeofpractice.com.au. 5. The terms and conditions of the policy.
The amount You pay for this insurance The following example illustrates how We will calculate the
amount payable for a claim:
You can obtain a quote from the providing entity. The amount
We charge You for this insurance policy is the total amount • Y our new video camera with an original purchase price
of the premium that We calculate to cover the risk and any of $4,000 is stolen from a hotel room.
relevant government charges (such as GST and stamp duty). • You are travelling on International Plan I.
These amounts add up to the total amount You must pay. • Y ou have not paid an additional amount to increase the
Once the policy is issued Your total premium and any standard item limit.
relevant government charges are shown on the Certificate • You have chosen the nil excess option.
of Insurance.
Part 5
• Y ou have not paid an additional amount to increase the
If You change Your policy in any way You may be entitled standard item limit.
to a partial premium refund or required to pay an
additional amount. The amount payable following the claim would be
calculated as follows:
How various factors affect the • consider the value of the video camera – $4,000 (no
Amount Payable depreciation applies because the video camera was new).
We consider a number of factors in calculating the total • c onsider the maximum benefit limit for Luggage and
Amount Payable. The key factors that may affect the Travel Documents – $15,000.
amount You pay include the plan, the area to which You • c onsider the maximum item limit payable for cameras
are travelling, Your age, the excess and the duration of Your and video equipment – $3,500. This item limit does
Journey and whether You take out additional cover. apply in this case.
The following is a guide on how these factors combine • a s You have chosen the nil excess option, no excess is
together and may impact on the assessment of risk, and deducted. This results in an amount payable of $3,500.
therefore Your premium.
•P
lan - the International Plan, which provides more cover,
costs more than the Domestic Plan.
16 Part 5: Important information 17We respect Your privacy • our related companies and other representatives or
contractors who we have hired to provide services or to
In this Privacy Notice the use of “we”, “our” or “us”
monitor the services provided by us or our agents, our
means Cover-More and Great Lakes Australia (GLA), unless
products or operations; and/or
specified otherwise.
• other parties we may be able to claim or recover against
Why Your personal information is collected or other parties where permitted or required by law.
We collect Your personal information (including sensitive Additional parties and service providers are detailed in
information) for the purposes of: the Cover-More Privacy Policy and GLA Privacy Statement.
• identifying You and conducting necessary checks; The contractual arrangements that we have in place with
these parties and service providers generally include an
• determining what services or products we can provide to
obligation for them to comply with Australian privacy laws.
You and/or others;
We may need to disclose personal information about You
• issuing, managing and administering services and
to other parties and service providers, some of whom may
products provided to You and/or others including claims
be located in overseas countries. Who they are may change
investigation, handling and payment; and
from time to time.
• improving services and products e.g. training and
Generally these recipients will be located in the overseas
development of representatives, product and
countries You travelled to over the duration of Your policy
service research, data analysis and business strategy
and Your claim. These recipients would usually be service
development.
providers, such as, medical providers, providers of travel
Cover-More also collects Your personal information for the related services, investigators, assessors and facilitators or
purpose of providing special offers of other services and our related entities that carry out services on our behalf
products that might be of interest to You. in relation to Your policy and Your claim. Further details
How Your personal information is collected of these types of recipients are set out in the Cover-More
Privacy Policy and the GLA Privacy Statement.
We may collect Your personal information through websites
from data You, or Your travel consultant, input directly or We may not always be able to take reasonable steps to
through cookies and other web analytic tools, via email, by ensure that these recipients comply with the Privacy Act.
fax, by telephone or in writing. Some of the countries where these recipients are based may
not offer the same protection or obligations that are offered
We collect personal information directly from You unless: by the Act in Australia. By acquiring the services and products
• You have consented to collection from someone else; from us You agree that You may not be able to seek redress
Part 5
• it is unreasonable or impracticable for us to do so; or under the Act, or from us and/or from the recipients in
• the law permits us to collect from someone else. overseas countries, or to the extent permitted by law.
We also collect additional personal information from other You and any other traveller included on the policy consent
third parties to provide You with our services and products. to these uses and disclosures unless You tell Cover-More,
using the contact details below.
If You provide personal information to us about another
person You must only do so with their consent and agree to Your choices
make them aware of this Privacy Notice. If You choose not to provide Your personal information and/
Who we disclose Your personal information to or choose not to consent and/or withdraw Your consent to
the use and disclosure of Your personal information set out
We may disclose Your personal information to other parties in this Privacy Notice at any stage, we may not be able to
and service providers for the purposes noted above. provide our services or products or manage and administer
The other parties and service providers include: services and products to You and/or others.
• insurers and reinsurers; If You wish to withdraw Your consent including for things such
• medical providers, travel providers and Your as receiving information on products and offers or Your travel
travel consultant; consultant receiving personal information about Your policy
• our lawyers and other professional advisers; and coverage, please contact Cover-More on 1300 72 88 22.
18 Part 5: Important information 19More information • If You are unhappy with Our response, please tell Us.
For more information about how Your personal information Cover-More will undertake a separate review of the
is collected, used or disclosed, how to access or seek matter. Provided We have the information We need this
correction to Your personal information or how to make review will be completed within 15 business days.
a complaint and how such a complaint will be handled, • If You are not satisfied with the resolution, then Your
please contact Cover-More’s or GLA’s Privacy Officer, using the complaint will be referred to the Dispute Resolution
contact details below or refer to the Cover-More Privacy Policy Officer or their delegate at GLA.
available on covermore.com.au/covermore_privacy_policy We will send You Our final decision within 45 days from the
and the GLA Privacy Statement and Privacy Policy available date You first made Your complaint.
on munichre.com/gla/en/privacy-statement.
We expect Our procedures will deal fairly and promptly with
Cover-More Privacy Officer Your complaint.
Cover-More Insurance Services Pty Ltd However, if You are not satisfied with Our final decision You
Mail: Private Bag 913, North Sydney NSW 2059 Australia can choose to have the matter resolved externally – with
the Financial Ombudsman Service Australia (FOS). This is
Email: privacy.officer@covermore.com.au an independent body and its services are free to You. As a
Telephone: 1300 131 746 member We agree to accept the FOS’s decision, where We
are bound to do so.
GLA Privacy Officer
You can contact the FOS by:
Munich Re Australia
Mail: F inancial Ombudsman Service Ltd
Mail: PO Box H35, Australia Square, NSW 1215 Australia
GPO Box 3, Melbourne VIC 3001
Email: privacyofficer@munichre.com
Telephone: 1800 367 287
Telephone: +61 (0) 2 9272 8000
Fax: (03) 9613 6399
Fax: +61 (0) 2 9272 8139
Website: www.fos.org.au
Resolving complaints Email: info@fos.org.au
If You think We have let You down in any way, or Our
service is not what You expect (even if through one of Our
representatives), please tell Us so We can help. We are
committed to resolving Your complaint fairly.
Part 5
If You have a complaint:
•C
all Cover-More by phone on 1300 72 88 22. You will be
put in contact with someone who can help resolve Your
complaint.
• If You wish You can also write to Us about Your complaint
marked for the attention of: Only car
ry
The Customer Relations Manager with You necessities
Private Bag 913, North Sydney NSW 2059 .As
is the mo tolen bag
or email customerrelations@covermore.com.au s t comm
lug gage c on
•W
e will listen to You, consider the facts and respond laim.
to You within 15 business days. If We need more
information or more time to respond properly to Your
complaint We will contact You to agree an appropriate
timeframe to respond.
20 Part 5: Important information 21Policy Wording “Accompanied Children” means Your children or
grandchildren who are identified on the Certificate of
The benefits described in this policy wording should be read Insurance and travelling with You on the Journey, provided
in conjunction with Policy inclusions and options (pages they are not in full-time employment and they are under
6-8), Your duty of disclosure (pages 15-16), Words with the age of 21 years.
special meanings (pages 22-25), Policy Conditions (pages “Act Of Terrorism” means an act, including but not limited
25-28) and General Exclusions (pages 41-43). to the use of force or violence, of any person or group(s)
THE POLICY IS NOT VALID UNLESS THE CERTIFICATE of persons, whether acting alone or on behalf of or in
connection with any organisation(s) or government(s), which
OF INSURANCE IS ISSUED TO YOU.
from its nature or context is done for, or in connection with,
We will give You the insurance cover described in the policy political, religious, ideological, ethnic or similar purposes or
in return for receiving the total Amount Payable. reasons, including the intention to influence any government
It is a condition of the policy that: and/or to put the public, or any section of the public in fear.
• You are not aware of any circumstance which is likely to “Additional” means the cost of the accommodation
give rise to a claim. or transport You actually use less the cost of the
• You are a resident of Australia or non-resident of accommodation or transport You expected to use had the
Australia travelling on the International Plan I Inbound Journey proceeded as planned.
area cover and will be returning to Your Home at the “Amount Payable” means the total amount payable
completion of the Period Of Insurance and within shown on Your Certificate of Insurance.
18 months of the Journey commencing. “Disabling Injury, Sickness or Disease” means a disabling
• If You purchase the Annual Multi-Trip Policy, cover will only injury, sickness or disease which first shows itself during
extend to a Journey that involves travel to a destination the Period Of Insurance and which requires immediate
which is more than 250 km from Your Home. treatment by a qualified medical practitioner.
“Existing Medical Condition” means:
Words with special meanings
a) Any physical defect, condition, illness or disease for which
In this policy the following words have the following meanings:
treatment, medication or advice (including investigation)
“We”, “Our”, “Us” means Great Lakes Australia. has been received or prescribed by a medical or dental
“You”, “Your” means the people listed as adults on the advisor in the 90 days prior to the Relevant Time; or
Certificate of Insurance and includes Accompanied Children b) Any chronic or ongoing (whether chronic or otherwise)
except on the Domestic Cancellation Plan in which case medical or dental condition, illness or disease medically
cover applies on a per person basis only. Where more documented prior to the Relevant Time.
than one person is listed as an adult on the Certificate
“Home” means Your usual place of residence in Australia.
of Insurance all benefits, limitations, conditions and
exclusions will be interpreted as if a separate policy was “Insolvency” means bankruptcy, provisional liquidation,
issued to each of the persons listed as an adult other than: liquidation, insolvency, appointment of a receiver or
administrator, entry into a scheme of arrangement,
a) In the event a claim arising from the one event is made,
statutory protection, presentation of a petition for the
an excess (if applicable) will only be applied once.
Part 6
compulsory winding up of, stopping the payment of debts
b) In the case of luggage item limits which shall be as per a or the happening of anything of a similar nature under the
single policy. laws of any jurisdiction.
c) For Section 3 on Plan I where the limit chosen applies “International Waters” means waters outside the
per policy. jurisdiction territory of any country.
In respect of organised groups each child not travelling with “Journey” means the period commencing at the time You
their usual guardian must purchase a separate policy. leave Your Home and ceasing at the time You return to
Your Home.
“Limb” means a hand at or above the wrist or a foot at or
above the ankle.
22 Part 6: Policy Wording 23“On-Piste” means on a marked trail or slope prepared for “Rental Car” means a rented sedan, campervan,
the purpose of skiing or snowboarding within the boundary motorhome or people mover that each does not exceed
of the ski field or ski resort and used in accordance with any 4.5 tonnes; hatchback or station-wagon (including 4WDs)
regulations published by the ski field or ski resort. rented from a licensed motor vehicle rental company.
“Period Of Insurance” means: “Terminal Illness” means any medical condition which is
a) In respect of Single Trip Policies from the time You likely to result in death.
commence the Journey or the travel start date shown on “Transport Provider” means a properly licensed coach
Your Certificate of Insurance (whichever is later) until the operator, airline, shipping line or railway company.
time You complete the Journey or the travel end date shown
on Your Certificate of Insurance (whichever is the earlier). Policy Conditions
b) In respect of Annual Multi-Trip Policies from the time You
commence each Journey or the travel start date shown 1. Excess
on Your Certificate of Insurance (whichever occurs last) The excess is the first amount of a claim which We will
until the earliest of the following times: not pay for. The excess, if applicable, applies to any claim
(i) the time that You complete the Journey; or arising from a separate event in respect of Sections 1, 2, 3,
4, 5, 9 and 10 of the policy only.
(ii) the expiry of the maximum insured duration per
Journey (this maximum duration is shown on Your The excess is the amount shown on Your Certificate
Certificate of Insurance); or of Insurance.
(iii) 12 months from the travel start date shown on Your An additional excess may apply in certain circumstances,
Certificate of Insurance. such as cover for Existing Medical Conditions where You
do not meet the provisions on pages 9-11. If an additional
Cover under Section 3 begins from the time the policy
excess applies We will notify You in writing.
is issued. The dates on Your Certificate Of Insurance can
only be changed with Our consent. In respect of Section 2. Sections Of The Policy Applicable To Each Plan
9, cover is suspended while You are in Australia and will If You purchase:
recommence once You resume the Journey, subject to the
a) Plan I, all Sections of the policy apply;
original expiry date.
b) Plan D, Sections 2, 3, 4, 7, 8, 10, 13, 14, 15 and 16 of the
“Permanent” in respect of Section 14 means a period of time
policy apply.
lasting 12 consecutive months after the expiry of which We
consider there is no reasonable prospect of improvement. c) Domestic Cancellation Plan, Sections 2 and 3 only of this
policy apply.
“Professional” means undertaking any activity for which
financial payment is received from another person or party. 3. Limits Of Liability
“Public Place” means shops, airports, streets, hotel foyers The limits of Our liability for each Section of the policy
and grounds, restaurants, beaches, private car parks and are the amounts shown in the relevant table for the plan
any place the public has access to. selected (see pages 4-5) except:
“Relative” means Your spouse, defacto, parent, grandchild, a) where the policy limit for Section 3 on Plan I will be
brother, sister, son-in-law, daughter-in-law, parent-in-law, shown on Your Certificate of Insurance; or
Part 6
grandparent, child, step-parent, brother-in-law, sister-in-law, b) where additional luggage cover has been effected.
fiance(e), first cousin, aunt, uncle, niece and nephew.
c) Plan D where the maximum liability collectively shall not
“Relevant Time” in respect of: exceed in total the sum insured stated under the policy
a) Single Trip policies means the time of issue of the policy. plan selected for Sections 2 and 3; or
b) Annual Multi-Trip policies means the first time at which d) the Domestic Cancellation Plan where the maximum
any part of the relevant trip is paid for or the time at liability collectively shall not exceed in total the sum
which the policy is issued, whichever occurs last. insured stated under the policy plan selected for Sections
2 and 3; or
24 Part 6: Policy Wording 25e) t he maximum liability collectively for Sections 13, 14 and monies otherwise payable under this policy You must do so
15, shall not exceed $25,000 on Plan I and $10,000 on and the policy will only cover the remaining amount.
Plan D; or
6. You Must Help Us To Make Any Recoveries
f) where We have notified You in writing of different limits
We have the right to recover from any other party in Your
such as on Your Certificate of Insurance.
name, money payable under the policy or to choose to
4. Claims defend any action brought against You. You must provide
a) The loss or theft of luggage, personal effects, travel reasonable assistance to Us.
documents or money must be reported within 24 hours 7. Claims Payable In Australian Dollars
to the police or responsible Transport Provider and a
All amounts payable and claims are payable in Australian
written report must be obtained at that time.
dollars at the rate of exchange applicable at the time the
b) If You are admitted to hospital or You anticipate Your expenses were incurred.
medical expenses and Additional expenses are likely
to exceed $2,000 You must phone the emergency 8. Policy Interpretation
assistance number as soon as physically possible. The policy shall be interpreted in accordance with the law of
c) You must take all reasonable steps to prevent or the State or Territory in which it is issued.
minimise a claim. 9. Emergency Assistance
d) Y ou must not make any offer, promise of payment or a) Where Your claim is excluded or falls outside the policy
admit any liability without Our written consent. coverage, the giving of emergency assistance will not in
e) Y ou must advise Us of any claim or occurrence which itself be an admission of liability.
may give rise to a claim as soon as possible and within b) The medical standards, sanitary conditions, reliability
60 days of the return date shown on Your Certificate of of telephone systems and facilities for urgent medical
Insurance by sending a completed claim form. evacuations differ from country to country. Responsibility
f) You must at Your own expense, supply any documents for any loss, medical complication or death resulting
in support of Your claim which We may request, such as from any factor reasonably beyond Our control cannot be
original police reports, receipts, valuations, repair quotes accepted by Our emergency assistance, Cover-More or Us.
and/or medical certificates and You must co-operate fully
in the assessment or investigation of Your claim. 10. Free Extension Of Insurance
g) Where You are a registered entity on a Plan D or on the Where Your Journey is necessarily extended due to an
Domestic Cancellation Plan You may be entitled to an unforeseen circumstance outside Your control, Your Period
input tax credit for Your Amount Payable and/or for Of Insurance will be extended until You are physically able to
things covered by this policy. You must disclose these travel Home by the quickest and most direct route. The Period
entitlements to Us if You make a claim under Your policy. Of Insurance will not be extended for any other reason.
h) If We agree to pay a claim under Your policy We will 11. Special Conditions, Limitations, Excesses and
base any claim payment on the Goods and Services Tax Amounts Payable
(GST) inclusive costs (up to the relevant limits of liability). If You:
However, We will reduce any claim payment by any input
Part 6
a) want cover for an Existing Medical Condition which does
tax credit You are, or would be, entitled to for the repair
not satisfy the provisions set out on pages 9-11; or
or replacement of insured property or for other things
covered by this policy. b) are travelling to the Americas or Africa for any length of
time and have ever been diagnosed with a heart or lung
5. I f You Are Able To Claim From A Statutory Fund, condition (excluding Asthma if You are under 60 years
Compensation Scheme Or Transport Provider old) or have reduced immunity;
If You are able to claim from a statutory fund, You will need to complete a medical assessment which We
compensation scheme (for example a private health fund will notify You of the outcome. If We are able to provide
or workers compensation scheme) or Transport Provider for
26 Part 6: Policy Wording 27cover for the condition(s) it may be subject to special
conditions, limitations, excesses and amounts payable.
The Benefits
SECTION 1: Overseas Medical and Dental Expenses
12. Automatic Reinstatement Of Sums Insured
If during the Period Of Insurance You suffer a Disabling
If You purchase the Annual Multi-Trip Policy the sums
Injury, Sickness or Disease We will pay the usual and
insured under each Section of the policy are automatically
customary cost of medical treatment, emergency dental
reinstated on completion of each Journey and in respect of
treatment and ambulance transportation which is provided
Section 4, also once on each Journey.
outside Australia by or on the advice of a qualified medical
13. Policy Conditions applying to Sections 1 and 2 only practitioner or dentist. Medical cover will not exceed a
a) We have the option of returning You to Australia if the maximum of 12 months from the date of suffering the
cost of medical and/or Additional expenses overseas Disabling Injury, Sickness or Disease.
are likely to exceed the cost of returning You to Australia The maximum benefit limit for this section is:
subject always to medical advice. We also have the Plan I: Plan D: Domestic Cancellation
option of evacuating You to another country. $Unlimited No Cover Plan: No Cover
b) In all cases the cost of evacuation or to bring You back
to Australia will only be met if it was arranged by and We Will Not Pay For:
deemed necessary by Our emergency assistance network. 1. medical treatment, dental treatment or ambulance
c) If You are hospitalised We will pay for a share room. If transportation which is provided in Australia. This
a share room is not available We will, at Our discretion exclusion does not apply to medical treatment provided
and that of Our medical advisers, pay to upgrade You to whilst on a ship (including cruise ship, passenger ship
a single room. or passenger ferry) even if that ship is within Australian
territorial waters. However, this additional benefit
d) If You do not hold a return airline ticket an amount equal
does not apply to any medical treatment provided on
to the cost of an economy class one way ticket will be
Australian inland waterways or whilst the ship is tied up
deducted from Your claim for repatriation expenses.
in an Australian port.
14.P olicy Conditions applying to Sections 13, 14 and 2. dental treatment caused by or related to the
15 only deterioration and/or decay of teeth or associated tissue
a) If the conveyance You are travelling in disappears, sinks or involving the use of precious metals.
or crashes and Your body has not been found after 3. the continuation or follow-up of treatment
12 months You will be presumed to have died. (including medication) started prior to Your Journey.
b) You must obtain and follow advice and treatment given 4. medical treatment, dental treatment or ambulance
by a qualified doctor as soon as possible after suffering a transportation which is provided in Your country
disabling injury, during the Period Of Insurance. of residence.
15.N on-Australian Residents Travelling To Australia - Also refer to: General Exclusions - pages 41-43.
Inbound area, International Plan I Policy Conditions - pages 25-28.
This policy condition applies if You have paid the SECTION 2: Additional Expenses
International Plan I Inbound area Amount Payable and You
Part 6
are a non-Australian resident. In this policy wording (other 1. If You Become Sick
than in this policy condition, the second bullet point on If during the Period Of Insurance You suffer a Disabling
page 22, Section 1 and Section 17): Injury, Sickness or Disease, We will pay the:
a) the word “Australia” should be replaced with Your a) reasonable Additional hotel accommodation and
country of residence; and Additional transport expenses incurred by Your
travelling companion who remains with or escorts You
b) the word “overseas” should be interpreted to mean a until the completion of the Period Of Insurance or until
place outside Your country of residence. You are able to resume Your Journey or travel Home,
28 Part 6: Policy Wording 29whichever occurs first. This benefit is only payable on b) loss of passport or travel documents except involving
the written advice of the overseas medical practitioner; government confiscation or articles sent through
b) reasonable Additional hotel accommodation and the mail;
Additional transport expenses incurred by Your Relative c) a quarantine regulation You unknowingly breach;
who travels to and remains with You following You d) a natural disaster;
being hospitalised as an inpatient. The benefit ceases
e) a collision of a motor vehicle, watercraft, aircraft or train
when You are able to continue Your Journey, travel
in which You are travelling;
Home or on completion of the Period Of Insurance,
whichever is the earlier, and is subject to the written f) Your scheduled transport being delayed for at least 12
advice of the overseas medical practitioner and hours due to severe weather conditions. We will pay
acceptance by the emergency assistance network; up to $250 providing written confirmation from the
Transport Provider has been obtained.
c) reasonable Additional hotel accommodation expenses
and Additional transport expenses incurred by You and The maximum benefit limit for this section is:
at the same fare class as originally booked, if You are Plan I: Plan D: Domestic Cancellation
unable to complete the Journey on the written advice of $Unlimited $10,000^ Plan: Cover Chosen*
the overseas medical practitioner; ^
Combined limit of Section 2 and 3. *Shown on Your
d) reasonable expenses incurred in returning a hired Certificate of Insurance
motor vehicle to the nearest depot provided that, on
the written advice of the overseas medical practitioner, We Will Not Pay For:
You are unfit to drive it. 1. any costs or expenses incurred prior to You being
certified by a medical practitioner as unfit to travel.
2. If You Die
2. claims arising from Avian Influenza (including the H5N1
We will pay reasonable overseas funeral or cremation
strain) or any derivative or mutation of such viruses, or
expenses or the cost of returning Your remains to Australia
the threat or perceived threat of any of the above.
if You die during the Period Of Insurance. In either event
the maximum amount We will pay in total will not exceed Also refer to: General Exclusions - pages 41-43.
$20,000. Policy Conditions - pages 25-28.
3. If Your Relative Or Business Partner Becomes Sick SECTION 3: Amendment Or Cancellation Costs
We will pay reasonable Additional transport expenses if If due to circumstances outside Your control and unforeseen
You are required to return to Your Home due to the sudden at the Relevant Time:
Disabling Injury, Sickness or Disease or death of a Relative 1. You have to rearrange Your Journey prior to leaving
or business partner in Australia. Home, We will pay the reasonable cost of doing so (We
4. If Your Home Is Destroyed By Fire, Earthquake Or Flood will not pay more for rearranging Your Journey than the
cancellation costs which would have been incurred had
We will pay the reasonable Additional transport expenses
the Journey been cancelled).
for Your early return to Your Home in Australia if it is totally
destroyed by fire, earthquake or flood while You are on Your 2. You have to cancel the Journey (where You cannot
Journey. rearrange it prior to leaving Home) We will pay You:
Part 6
a) the non-refundable unused portion of all travel
5. Other Circumstances
costs prepaid in advance including the travel
We will pay Your reasonable Additional hotel agent’s commission (the travel agent’s commission
accommodation and Additional transport expenses is limited to the lesser of $4,000 or the amount
incurred on the Journey due to an unforeseen circumstance of commission the agent had earned on the pre
outside Your control and resulting from: paid refundable amount of the cancelled travel
a) disruption of Your scheduled transport because of arrangements).
riot, strike or civil commotion occurring after the
commencement of the Journey provided You act
reasonably in avoiding Additional costs;
30 Part 6: Policy Wording 31b) for frequent flyer or similar flight reward points lost SECTION 4: Luggage and Travel Documents
following cancellation of Your airline ticket. The 1. Loss, Theft Or Damage
amount We will pay is calculated as follows:
If during the Period Of Insurance Your luggage or personal
(i) the cost of the equivalent class airline ticket, effects are lost, stolen or damaged We will replace, repair or
based on the best available advance purchase pay You the value in cash of the luggage/personal effects. It
airfare at the time the claim is processed, less is Our choice which of these We do. If We pay You the value
Your financial contribution towards the airline in cash, We will deduct reasonable depreciation from the
ticket multiplied by amount We pay You. If We replace, We will deduct reasonable
(ii) the total amount of points lost divided by depreciation from the amount We pay the supplier and the
(iii) the total amount of points used to obtain the amount deducted must be paid by You to the supplier.
airline ticket. Our payment will not exceed the original purchase price of
The maximum benefit limit for this section is: an item with a limit for any one item, set or pair of items
including attached and unattached accessories of $500
Plan I: Plan D: Domestic Cancellation
on Plan I and $300 on Plan D, or $3,500 for camera and
Cover Chosen* $10,000^ Plan: Cover Chosen*
video camera equipment on Plan I, or $3,000 for laptop
*
Shown on Your Certificate of Insurance ^Combined limit of computers on Plan I, $1,500 for tablet computers on Plan I,
Section 2 and 3 and $750 for mobile phones and smart phones on Plan I.
We Will Not Pay For Claims caused by: The limit can be increased by up to $4,500 per single item
1. Transport Provider caused cancellations, delays or if the item is separately specified and the appropriate
rescheduling other than when caused by strikes. additional amount paid. For multiple items the overall
increase in limits cannot exceed $7,000.
2. the disinclination of You or any other person to proceed
with the Journey or deciding to change plans. 2. Travel Document Replacement
3. any contractual or business obligation or Your We will pay You for the cost of replacing travel documents
financial situation. and credit cards lost or stolen on the Journey. We will also pay
4. the failure of Your travel agent or Our agent who issued for Your legal liability arising from their illegal use. You must
this policy to pass on monies to operators or to deliver however comply with all the conditions of the issue of the
promised services. document prior to and after the loss or theft.
5. a request by Your Relative or employer unless You are a 3. Automatic Reinstatement Of Sum Insured
member of the police force and Your leave is revoked. In the event that a claimable loss, or damage to Your luggage
6. a lack in the number of persons required to commence any and personal effects is incurred, We will allow You one
tour, conference, accommodation or travel arrangements automatic reinstatement of the sum insured stated in the
or due to the negligence of a wholesaler or operator. Plan selected whilst on Your Journey.
7. any government regulation, prohibition or restriction. The maximum benefit limit for this section is:
8. the death, injury, sickness or disease of any person Plan I: Plan D: Domestic Cancellation
living outside Australia. $15,000 $3,000 Plan: No Cover
9. any costs or expenses incurred prior to You being
Part 6
certified by a medical practitioner as unfit to travel. We Will Not Pay For:
10. claims arising directly or indirectly from an Act Of 1. loss or theft which is not reported to the police or
Terrorism or the threat or perceived threat of an Act responsible Transport Provider within 24 hours. All
Of Terrorism. reports must be confirmed in writing by the police or
11. claims arising from Avian Influenza (including the H5N1 Transport Provider at the time of making the report.
strain) or any derivative or mutation of such viruses, or 2. items left unattended in any motor vehicle unless stored
the threat or perceived threat of any of the above. in the boot and forced entry is gained.
Also refer to: General Exclusions - pages 41-43. 3. items left unattended in any motor vehicle overnight
Policy Conditions - pages 25-28. (even if in the boot).
32 Part 6: Policy Wording 33You can also read
