Frequently Asked Questions - FAQs Travel Insurance

You should find the answers to the most commonly asked questions about travel insurance policies. If can't find the answer to your question please contact us directly. Click here to Contact Us.

  1. What is an excess?
  2. Do you cover valuable items?
  3. Does baggage have to be locked in the boot of a vehicle to ensure a claim?
  4. What is an excess waiver?
  5. I am travelling on a 1 way ticket. Does my cover finish when I reach my destination?
  6. Can I travel whilst pregnant?
  7. What is a pre-existing medical condition?
  8. What is the 24 hour medical emergency phone number?
  9. How do I make a claim?
  10. What are the Policy Age Limits?
  11. If I lose my baggage, can I commence my claim from overseas? 
  12. Is it safe to give my credit card details over the internet?
  13. Am I covered for bungee jumping, scuba diving and white/black water rafting?
  14. Do I have to pay the bill if I am ill?
  15. Why are Downunder's policy prices so competitive?
  16. Do I have to keep my policy with me whilst I travel?
  17. Must I be an Australian resident?
  18. Can I cancel my policy and get a refund?
  19. Can I extend my policy?
  20. Can I still get insurance with Downunder even though I'm not a backpacker?

1. What is an excess?

An excess is the part of the claim we will not pay. This helps keep down the cost of insurance.

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2. Do you cover valuable items?

We do not recommend you take valuables away with you, however if you do have expensive items we can offer Increased Luggage and Personal Effects Cover.  Cover for unspecified items is limited to: Personal Computer/Video Camera/Camera: $3,000 each item; Mobile phones (including PDAs and any items with phone capabilities): $1,000 each item; Other items: $750 each item.  The maximum amount we wil pay for all claims combined is shown in the Table of Benefits.  Additional cover up to a total of $5,000 can be purchased under all Plans.

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3. Does baggage have to be locked in the boot of a vehicle to ensure a claim?

Yes, No cover applies if the Luggage/baggage has been left in the motor vehicle overnight.

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4. What is an excess waiver?

You can pay an extra premium at the time of purchasing your policy if you take out Plans A, C, D, E, F & G so that if you make a claim you do not have to pay any of the standard excess. 

A Nil excess applies to Plan B

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5. I am travelling on a 1 way ticket. Does my cover finish when I reach my destination?

If you have purchased Plan F Non-residents (Out-bound Travel), cover will end when you arrive at any immigration counter in your Country of Residence. For all other Plans, cover will end when you return to your Home or place of residence in Australia, or on the end date set out on your Certificate of Insurance.

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6. Can I travel whilst pregnant?

Yes, you are covered up until the 26th week of a single pregnancy or the 19th week of a multiple pregnancy.*

In any event we will not pay medical expenses for:

  • regular antenatal care
  • childbirth at any gestation
  • care of the newborn child

*Refer to Pregnancy section in your policy wording for full outline of coverage.

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7. What is a pre-existing medical condition?

Travel Insurance only provides cover for emergency Overseas medical events that are unforeseen.  Medical conditions that were pre-existing at the time of the policy being issued are not covered, unless they are a condition that we expressly agree to cover.

If you have a Pre-existing Medical Condition that is not covered, we will not pay any claims arising from, related to or associated with that condition.  This means that you may have to pay for an Overseas medical emergency and any associated costs, which can be prohibitive in some countries.

What is a Pre-existing Medical Condition?

A Pre-existing Medical Condition means:

  1. An ongoing medical or dental condition of which you are aware, or related complications you have, or the symptoms of which you are aware;
  2. A medical or dental condition that is currently being, or has been, investigated or treated by a health professional (including dentist or chiropractor) at any time in the past, prior to policy purchase;
  3. Any condition for which you take prescribed medicine;
  4. Any condition for which you have had surgery;
  5. Any condition for which you see a medical specialist; or
  6. Pregnancy.*

*Refer to Pregnancy section in your policy wording for full outline of coverage.

This definition applies to you, your Travelling Party, a Relative or any other person.

If you do not have a Pre-existing Medical Condition, you are fully covered for emergency medical costs under Plans A, C, D, E, F & G (unless the emergency medical costs are incurred in your Country of Residence). Plan B does not include cover for emergency medical costs.

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8. What is the 24 hour medical emergency phone number?

Allianz Global Assistance is there to help you 24 hours a day, 365 days a year. We recommend you call the 24 hour emergency phone number as soon as possible if you have a medical issue and they will try to solve your problem in the most suitable and practical way. Failure to follow their advice or instruction may result in your claim not being paid.

Freephone: 1800 010 075 (within Australia)

Phone: +61 7 3305 7499 (reverse charge from Overseas)

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9. How do I make a claim?

You must give us notice of your claim as soon as possible by completing the claim form supplied by our Client Services department and posting to the address shown on the claim form.  If the claim form is not fully completed by you, we cannot process your claim.  If you do not, we can reduce your claim by the amount of prejudice we have suffered because of the delay.

a.) For medical, Hospital or dental claims, contact Allianz Global Assistance as soon as practicable: 1300 725 154 travelclaims@allianz-assistance.com.au

b.) For damage or permanent loss of your luggage and personal effects, report it immediately to the police and obtain a written notice of your report.

c.) For damage or misplacement of your Luggage and Personal Effects caused by the airline or any other operator or accommodation provider, report the damage or misplacement to an appropriate official and obtain a written report, including any offer of settlement that they may make.

d.) Submit full details of any claim in writing within 30 days of your return.

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10. What are the Policy Age Limits?

65 years of age as at the date of purchasing the policy. If you are 66 years and above please contact our call centre on 1800 148 766 or australia@duinsure.com so we may assist you with your purchase of travel insurance.

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11. If I lose my baggage, can I commence my claim from overseas? 

Yes.
Refer to 'How Do I Make a Claim?' - see link above.

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12. Is it safe to give my credit card details over the internet?

Yes.
We have a secure site, and we also use a secure payment site.

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13. Am I covered for bungee jumping, scuba diving and white/black water rafting?

Yes you are, subject to the terms, benefits, limits and exclusions of the policy. For scuba diving you need to hold an open water diving licence issued in Australia or be diving under a licensed instructor. All of our policies will cover most adventure sports. Please check the policy wording to see if your sport is covered.

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14. Do I have to pay the bill if I am ill?

If you are hospitalised, you must contact Allianz Global Assistance as soon as possible. If not, then you may be liable for expenses or any evacuation or airfares not approved by Allianz Global Assistance.

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15. Why are Downunder Insurance's policy prices so competitive?

Downunder specialises in Backpacker and Independent Traveller policies with varying levels of cover. We perform a good portion of our sales over the internet which helps us to keep our costs down.

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16. Do I have to keep my policy with me whilst I travel?

Some authorities will ask to see your policy so you should carry a photocopy. However, to take advantage of our 24 hour emergency assistance all you need is the 24hr medical emergency telephone number and your policy number.

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17. Must I be an Australian resident?

In some cases we can insure non-residents. Please contact our offices directly on 1800 148 766 or australia@duinsure.com if you are not a permanent Australian resident, so we may assist you with your purchase of travel insurance.

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18. Can I cancel my policy and get a refund?

Yes,
our Cooling Off Period allows you to cancel your travel insurance policy and get a full refund as long as you cancel it within 14 days of purchasing and you haven't left on your trip or made any type of claim.

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19. Can I extend my policy?

In most cases, Please contact our offices directly on 1800 148 766 or australia@duinsure.com, so we may assist you with the extension of your travel insurance.

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20. Can I still get insurance with Downunder Travel Insurance even though I'm not a backpacker?

Yes,
our policies suit most types of travel. You should ensure that the plan you choose provides the right type of cover for your needs

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New Zealand
5 days from
$31
Sth America
7 days from
$54
Europe
3 mths from
$210
Bali
15 days from
$46
 
 
Downunder Insurance Australia
Opening Hours – 8am to 5pm (EST) Monday – Friday     Phone – 1800 148 766    
Emailaustralia@duinsure.com    
Fax – 1800 359 991    

Downunder Insurance Services Limited ABN 59 094 140 655 AFS Licence No 281478. This insurance is managed by Allianz Global Assistance, a trading name of AGA Assistance Australia Pty Ltd ABN 52 097 227 177 AFS Licence No 245631 and issued and underwritten by Allianz Australia Insurance Limited (Allianz) ABN 15 000 122 850 AFS Licence No 234708. You should consider the Product Disclosure Statement available on this website before making any decisions about this product.

© 2014 Downunder Insurance.