For all Policies Purchased On or After The 12th August 2009:
Claims Enquiries
Phone: 1300 725 154
E-mail: travelclaims@mondial-assistance.com.au
HOW TO 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 unreasonably delay in making your claim, we can reduce your claim by the amount of prejudice we have suffered because of the delay. You must give us any information we reasonably ask for to support your claim at your expense, such as but not limited, to police reports, valuations, medical reports, original receipt or proof of ownership. If required, we may ask you to provide us with translations into English of such documents to enable us to carry out our assessment of your claim.
You must co-operate with us at all times in relation to the provision of supporting evidence and such other information as we may reasonably require.
a) For medical, hospital or dental claims, contact Mondial Assistance as soon as possible.
b) For damage or permanent loss of your luggage and personal effects, report it immediately to the police and obtain a written evidence 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.
CLAIMS ARE PAYABLE IN AUSTRALIAN DOLLARS TO YOU
We will pay all claims in Australian dollars. We will pay you unless you tell us to pay someone else. The rate of currency exchange that will apply is the rate at the time you incurred the expenses.
YOU MUST NOT ADMIT FAULT OR LIABILITY
In relation to any claim under this policy you must not admit that you are at fault, and you must not offer or promise to pay any money, or become involved in litigation, without our approval.
DEPRECIATION
Depreciation will be applied to claims for luggage and personal effects at such rates as reasonably determined by Mondial Assistance.
YOU MUST HELP US TO RECOVER ANY MONEY WE HAVE PAID
If we have a claim against someone in relation to money we have to pay under this policy, you must do everything you can to help us do that in legal proceedings. If you are aware of any third party that you or we may recover money from, you must inform us of such third party.
IF YOU CAN CLAIM FROM ANYONE ELSE, WE WILL ONLY MAKE UP THE DIFFERENCE
If you can make a claim against someone in relation to a loss or expense covered under this policy and you do not get paid the full amount of your claim, we will make up the difference. You must claim from them first.
OTHER INSURANCE
If any loss, damage or liability covered under this policy is covered by another insurance policy, you must give us the details.
If you make a claim under one insurance policy and you are paid the full amount of your claim, you cannot make a claim under the other policy. If you make a claim under another insurance policy and you are not paid the full amount of your claim, we will make up the differnce. We may seek contribution from your other Insurer. You must give us any information we reasonably ask for to help us make a claim from your other Insurer.
SUBROGATION
We may, at our discretion undertake in your name and on your behalf, control and settle proceedings for our own benefit in your name to recover compensation or secure indemnity from any party in respect of anything covered by this policy. You are to assist and permit to be done, all acts and things as required by us for the purpose of recovering compensation or securing indemnity from other parties to which we may become entitled or subrogated, regardless of whether we have yet paid your claim and whether or not the amount we pay you is less than full compensation for your loss. These rights exist regardless of whether your claim is paid under a non-indemnity or an indemnity clause of this policy.
RECOVERY
We will apply any money we recover from someone else under a right of subrogation in the following order.
- To us, our administration and legal costs arising from the recovery.
- To us, an amount equal to the amount that we paid to you under the policy.
- To you, your uninsured loss (less your excess)
- To you, your excess.
Once we pay your total loss we will keep all money left over. If we have paid your total loss and you receive a payment from someone else for that loss or damage, you must pay us the amount of that payment up to the amount of the claim we paid you.
If we pay you for lost or damaged property and you later recover the property or it is replaced by a third party, you must pay us the amount of the claim we paid you.
BUSINESS TRAVELLERS - HOW GST AFFECTS YOUR CLAIM
If you are entitled to claim an input tax credit in respect of a cost for which a claim is made, or would be entitled to an input tax credit if you were to incur the relevant cost (i.e. in replacing a lost or stolen item), the amount we would otherwise pay will be reduced by the amount of that input tax credit.
TRAVEL WITHIN AUSTRALIA ONLY
If you are entitled to claim an input tax credit in respect of your premium you must inform us of the amount of that input tax credit (as a percentage) at the time you first make a claim. if you fail to do so, you may have a liability for GST if we pay you an amount under this policy.
FRAUD
Insurance fraud places additional costs on honest policyholders. Fraudulent claims force insurance premiums to rise.
We encourage the community to assist in the prevention of insurance fraud. You can help by reporting insurance fraud.
All information will be treated as confidential and protected to the full extent under law. Report insurance fraud by calling 1800453937.
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For all Policies Purchased On or After The 12th August 2009:
Emergency and Medical Assistance - Mondial Assistance
Freephone: 1800 010 075 (within Australia)
Phone: +61 7 3305 7499 (reverse charge from Overseas)
For emergency assistance anywhere in the world at any time, Mondial Assistance is only a telephone call away. The team will help with medical problems, locating nearest medical facilities, your evacuation home, locating nearest embassies and consulates, as well as keeping you in touch with your family and work in an emergency.
If you are hospitalised you, or a member of your Travelling Party, MUST contact Mondial Assistance as soon as possible. If you do not, we will not pay for these expenses or for any evacuation or airfares that have not been approved or arranged by us.
If you are not hospitalised but you are being treated as an outpatient and the cost of such treatment will exceed AUS$2,000 you MUST contact Mondial Assistance.
Please note that we will not pay for any costs incurred in Australia.
Mondial 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.
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