This document is a legally binding contract of insurance between You (Insured Person) and Us (Underwriters at Lloyd's). The contract is based on the information You provided at the time of application. The insurance provided by this certificate covers liability, loss or damage that occurs during any period of insurance for which You have paid the Premium. The insurance is provided under the terms and conditions contained in this certificate. The written authority number CSPXXXX27303 carrying the seal of Lloyd's Policy Signing Office allows the CoverhoIder to sign and issue this certificate on behalf of the Underwriters whose syndicate number is given in the authority. Signed for and on behalf of the Coverholder:
This document contains details of the cover, conditions and exclusions relating to each Insured Person and is the basis on which all claims will be settled. In consideration of the payment of the required premium, the Underwriter hereby agrees to pay or indemnify the Insured Person or his/her personal representative as follows; subject to the terms, conditions and exclusions of the master policy, on the certificate or schedule and in the application form.
PLEASE READ THESE IMPORTANT FEATURES AND THE WHOLE OF THIS DOCUMENT CAREFULLY.
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Insurance Certificate: this contains full details of the cover provided plus the conditions and exclusions which apply to it. You must read the insurance certificate carefully.
Conditions and Exclusions: there are conditions and exclusions which apply to individual sections and general conditions and exclusions which apply to the whole certificate.
Date Change Exclusion: changes in dates could see widespread failure of computer and other systems containing computer chips, which depend on date-related information in order to work properly. Other than in respect of Sections 2 & 3, Your certificate excludes anything directly or indirectly caused by failure of any computer hardware or software or other electrical equipment to recognise or process any date as its true calendar date.
Medical Expenses: the certificate does not provide private health treatment unless specifically approved by the emergency service. Medical expenses incurred in either Australia or New Zealand are not covered.
Health: the certificate contains conditions relating to the health of the people travelling and others upon whose well being the trip may depend. It may be that You are required to disclose the condition of such people prior to cover being issued and You must be aware that the failure to disclose such information will prejudice your position in the event of a claim. Please see the section entitled: Health Conditions.
Property claims: these are settled on an indemnity basis - not a "new for old" or replacement cost basis, unless otherwise stated in the certificate.
Limits: most sections of the certificate have limits on the amount We will pay under that section. Some sections also include inner limits eg: for one item, or for valuables in total.
Law applicable: this certificate is subject to Australian Law, unless You and Us have agreed otherwise.
Excesses: claims under most sections of the certificate will be subject to an excess. Where there is an excess, You will be responsible for paying the first part of a claim.
Reasonable care: You are required to take all reasonable care to protect yourself and your property and to act as though You are not insured.
Complaints: the insurance certificate includes a complaints procedure that tells You what steps you can take if You wish to make a complaint.
"Cooling-Off" Period: the certificate contains a "Cooling-Off" period which allows You to return it and obtain a full refund, if You have a justifiable reason to be dissatisfied with the cover provided. Please see the section entitled: Cooling-Off Period.
Hazardous Activities: the certificate may not cover You when you take part in certain hazardous activities eg: Mountaineering. If You want cover for such activities, please contact Your issuing agent. Please see section entitled "Hazardous Activities" to see what activities are covered under the certificate at no additional premium, what activities can be included in return for additional premium and what to do if you wish to participate in an activity not listed.
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| We/Us/Our |
The Underwriter. |
| Insured Person/You/Your/Yourself |
Each person named on the Schedule/Certificate. |
| Holiday/Journey/Trip |
Any Holiday / Journey, business or pleasure trip within the geographical limits and the duration for which the appropriate premium has been paid |
| Home |
Your normal place of residence in Australia. |
| Business Associate |
Any person whose absence from the business for one or more complete days at the same time as Your absence prevents the effective continuation of that business as certified by a Senior Director of the business for which you work. |
| Medical Practitioner |
A registered practising member of the medical profession who is not related to You or any person with whom You are travelling. |
| Medical Emergency Service |
Worldcare Assist - 24 Hour Emergency Assistance. |
| Close Relative |
Husband, wife, parent, parent-in-law, child, son-in-law, daughter-in-law, grandchild, brother, sister, fiancé(e) or partner. |
| Valuables |
Jewellery, furs, watches, articles made of or containing precious metals or stones, hearing aids, sports or leisure equipment, musical instruments, binoculars, electronic games, audio, video, photographic or computer equipment including any ancillary equipment or accessories owned by You. |
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| AREA 1 |
New Zealand, South Pacific, French Polynesia & Bali. |
| AREA 2 |
Worldwide, excluding USA, Canada, Hawaii & Japan. |
| AREA 3* |
Worldwide. |
Note 1: Stopovers of up to 72 hours or less are allowed in any one Area.
Note 2: Cover extends to include Australia within AREA 1 for Annual Multi-Trip policies. |
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Here are some important notes that could assist You:
- Any loss of or damage to baggage whilst in the custody of a carrier (Airlines etc.) must be notified immediately to the carrier and a written report obtained. In the case of an Airline, a Property Irregularity Report must be obtained.
- Any loss, theft or suspected theft of property, money or valuables must be reported to the local police immediately upon discovery and a written report obtained. If there is a representative of the Travel Organiser in the locality they should also be informed.
- A receipt must be obtained for any expenditure which might be the subject of a claim. Evidence of purchase or if not purchased by You, evidence of ownership and value will be required in support of claims under Section 4.
- If medical attention is required, a Medical Certificate must be obtained from the Medical Practitioner providing such treatment, detailing the nature of the illness or injury.
- No payment will be made to You if You are travelling against medical advice or for the purpose of obtaining medical treatment.
- If Your Holiday/Journey is extended or curtailed due to injury or illness arising abroad, You are requested to obtain a letter from the Medical Practitioner concerned, confirming why the extension or curtailment is medically necessary.
- Keep all bank vouchers, travellers cheques details, currency conversion slips as they will be required in the event of a claim for a loss of Money.
- Wherever possible, You must use medical facilities which entitle You to the benefits of any reciprocal health agreements.
- The Medical Emergency Service must be advised immediately in the event of
(a) Your hospitalisation; or
(b) Your intended repatriation for medical reasons; or
(c) the need to return earlier than the original booked return date when the cause of such return may be insured under the Curtailment section of the policy; or
(d) out-patient treatment appearing likely to cost more than $1,000; or
(e) Your return Home being delayed due to medical reasons; or Your inability to return Home as planned due to medical reasons.
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* PRIVATE MEDICAL TREATMENT IS NOT COVERED UNLESS SPECIFICALLY AUTHORISED BY THE MEDICAL EMERGENCY SERVICE.
IMPORTANT: Please carry your insurance documents with You in case of emergency.
IN THE EVENT OF A MEDICAL EMERGENCY AND FOR GENERAL CLAIMS, PLEASE REFER TO THE BACK PAGE OF THIS DOCUMENT
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Whilst the Insurance is not subject to a health warranty, We shall not be liable for claims WHERE AT THE TIME OF TAKING OUT THIS INSURANCE (OR IF ANNUAL MULTI-TRIP, PRIOR TO BOOKING EACH SEPARATE TRIP):
- You are aware of any medical condition or set of circumstances which could reasonably be expected to give rise to a claim.
- Any person, including those not travelling, whose condition may give rise to a claim:
a) has during the twelve months prior to taking out this insurance (or if Annual Multi-Trip, prior to booking each separate Trip) suffered from any ongoing medical condition, UNLESS DECLARED TO AND ACCEPTED BY US BY RINGING DOWNUNDER ON:
b) is suffering from any previously diagnosed psychiatric disorder, anxiety or depression; or
c) is receiving, or on a waiting list for, treatment in a hospital or nursing home; or
d) is expected to give birth before, or within eight weeks of the date of arrival home; or
e) is travelling against the advice of a Medical Practitioner or for the purpose of obtaining medical treatment abroad; or
f) has been given a terminal prognosis.
N.B.: We must be notified of any changes in circumstances of Yourself or any Close Relatives occurring after the policy has been issued and prior to departure.
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All material facts must be disclosed to Us. Failure to do so may affect Your rights under the insurance. A material fact is a fact likely to influence Us in the acceptance or assessment of the insurance (for example, Your state of health or that of a Close Relative). If You are in any doubt as to whether a fact is "material", then for Your own protection it should be disclosed.
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Australian citizens may be able to benefit from the reciprocal health arrangements that exist between Australia and certain European Union & other countries. In the event of liability being accepted for any medical expenses that have been reduced by the use of reciprocal health agreements or Private Health Insurance, the applicable Medical & Other Expenses section excess will not be applied. This does not apply where special excess terms have been imposed.
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When travelling with Downunder Travel Insurance, you are automatically covered for the following amateur activities without paying any additional premium:
Archery, Badminton, Baseball, Basketball, 3 Bungee Jumps, Canoeing, Cricket, Cycling, Golf, Hiking (up to 2,000 metres), Jet Boating, Jogging, Horse Riding (no Polo, Hunting, Jumping) up to 7 days, Marathons, Motorcycling (under 50cc, and so long as the driver is duly qualified and in possession of a current, full driving licence valid in the country where the vehicle is being operated ), Netball, Orienteering, Parascending (over water), Rambling, Roller Blading (Inline Skating / Skate Boarding), Running (both Sprint & Long Distance), Safari, Snorkelling, Squash, Swimming, Surfing, Scuba Diving ( up to a maximum depth 30 metres, but excluding solo diving) up to 14 days, Tennis, Trekking (up to 2,000 metres), Triathlons, Volleyball, Water Polo, Water Skiing, White/Black Water Rafting (Grades 1 - 4), Windsurfing and Yachting (both racing and crewing) inside territorial waters.
The following amateur activities are also automatically covered without paying any additional premium, but the certificate excludes any cover under the Personal Accident and Personal Liability sections:
Abseiling, Boxing Training, Camel / Elephant Riding or Trekking, Cycle Touring, Incidental flying or a Passenger (in a fully licensed private/small aircraft or helicopter), Football, Go Karting, Hiking (over 2,000 metres, but under 6,000 metres), Hockey, Horse Riding (no Polo, Hunting, Jumping) over 7 days, Hot-Air Ballooning, Jet Skiing, Kayaking, ), Martial Arts (training only), Motorcycling (over 50cc so long as the driver is duly qualified and in possession of a current full driving licence valid in the country where the vehicle is operated) - no Racing, Mountain Biking, Parachuting, Rugby, Scuba Diving (up to a maximum depth 40 metres, but excluding solo diving) over 14 days, Sea Canoeing, Snow Mobiling, Trekking (over 2,000 metres, but under 6,000 metres).
Manual Labour (no construction or building work, or work involving heavy industrial machinery).
Furthermore, the following amateur activities can be covered by declaring to, and paying an ADDITIONAL premium to, the issuing agent, but the policy excludes any cover under the Personal Accident and Personal Liability sections and the excess under the medical section of cover is increased to $500:
American Football, Gliding, Paragliding, Parascending (over land), Sand Yachting, White/Black Water Rafting (Grade 5 to 6), Wintersports (as defined).
Any activity not listed above (or any of the above sports on a professional basis), which could be considered a hazardous activity, sport, pastime or employment (involving an increased risk of injury), will NOT be covered under the policy UNLESS declared to, and accepted by, Downunder at the time of taking out the policy in return for additional premium and/or changes in cover.
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If, after reading the certificate, You are not satisfied with it for any reason, You must return it to the Issuing Agent within 14 days of issue in order to receive a full refund of premium, providing that a claim does not exist and travel has not taken place.
This insurance is non-transferable. No premium will be refunded, either in full or on a pro-rata basis, after the expiry of the "Cooling-Off Period".
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Single - A single return Holiday/Journey, beginning and ending in Australia.
One Way - A single, outward Holiday/Journey, beginning in Australia. The Period of Insurance shall expire normally or in any event no later than 24 hours after the time You first leave the immigration control of Your final destination country.
Annual Multi-Trip - Any number of return Holidays/Journeys, subject to the following:
- A maximum duration of 31 days any one Holiday/Journey.
- Cover for a Holiday/Journey within Australia applies when accommodation has been pre-booked for two or more nights.
- Wintersports cover is limited to 21 days in total per period of insurance.
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Single & One Way
Under Section 1 (Loss of Deposit or Cancellation) insurance is effective from the date of issue of the policy and terminates on commencement of the planned Holiday/Journey (or the expiry of the policy).
In respect of Curtailment and all other sections, insurance commences when You leave Your usual place of residence or business (whichever is the later) to commence the Holiday/Journey until the time of return to Your usual place of residence or business (whichever is the earlier) on completion of Your Holiday/Journey (or the expiry of the policy). In any event not to commence more than 24 hours prior to the booked departure time or cease more than 24 hours after Your return.
In respect of one way Holidays/Journeys only, the Period of Insurance will terminate with whichever occurs first of the following; the expiry of the policy or 24 hours after the time You first leave immigration control of Your final destination country.
Annual Multi-Trip
Under Section 1 (Loss of Deposit and Cancellation) insurance is effective from the later of either the date of issue of the certificate or the time at which the Holiday/Journey is booked and terminates on commencement of the planned Holiday/Journey (or the expiry of the policy).
In respect of Curtailment and all other sections, insurance commences when You leave Your usual place of residence or business (whichever is the later) to commence the Holiday/Journey until the time of return to Your usual place of residence or business (whichever is the earlier) on completion of Your Holiday/Journey (or the expiry of the policy). In any event not to commence more than 24 hours prior to the booked departure time or cease more than 24 hours after Your return.
If due to unforeseen circumstances beyond Your control, the Holiday/Journey cannot be completed within the Period of Insurance (as stated on the attached certificate), cover will be extended for up to a maximum of 30 days at no extra cost.
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We will reimburse You, up to the maximum limit specified in the Schedule of Cover, in respect of irrecoverable deposits or charges paid in advance or contracted to be paid for travel, accommodation, car hire, excursions, tours and activities not used by You, as a direct result of the Holiday/Journey being necessarily and unavoidably cancelled owing to:
- Your death, injury or illness or that of Your spouse.
- the death, serious injury or illness of:
(a) any Close Relative of Yours; or
(b) any Business Associate of Yours;or
(c) a person with whom You had planned to travel; or
(d) any person with whom You had arranged temporarily to reside with during Your Trip.
- You or any person with whom You had planned to travel being subject to jury service, attendance under subpoena as a witness at a Court of Law (other than in the line of duty), compulsory quarantine, or being made redundant (provided that You or that person is under 65 and has been employed on a continuous full time basis with the same employer for at least two years).
- Your being prevented from travelling to the intended destination by Government restriction following an epidemic or natural catstrophe.
- fire, theft, storm or flood occurring at Your Home, when You are requested to remain by the Fire/Police authorities all occurring after the insurance has been issued and before the commencement of the Holiday/Journey.
- the posting overseas or emergency and unavoidable requirements of duty of Armed Forces, Police, Fire, Nursing or Ambulance Services.
Please note: The insurance in respect of that Trip will cease once You have made a claim for Cancellation.
Condition: Where cancellation is due to serious injury or illness, it is a condition of this certificate that You must obtain a certificate from the treating Medical Practitioner, prior to the intended date of travel, confirming the need to cancel. You must notify the claims department immediately.
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We will reimburse You, up to the maximum limit specified in the Schedule of Cover, for Your prepaid accommodation, car hire or excursion expenses for the Holiday/Journey which You do not use, including additional reasonable travelling expenses if You have to curtail Your Holiday/Journey and return Home (or to Your final destination if a one way Trip) as a result of:
- Your death, serious injury or serious illness (occurring during the period of the Holiday/Journey) or that of any person with whom You are travelling or any Close Relative or Business Associate of Yours.
- the hi-jack of the aircraft, vessel or vehicle in which You are travelling.
- fire, theft, storm or flood occurring at Your Home, when You are requested to return by the Fire/Police authorities.
- the posting overseas or emergency and unavoidable requirements of duty of Armed Forces, Police, Fire, Nursing or Ambulance Services.
Please note: Curtailment claims will be calculated from the day You return to Australia (or Your final destination country in respect of one way Trips) or You are hospitalised as an in-patient. Your claim will be based solely on the number of complete days forfeited. In respect of travel expenses, We will pay for any reasonable additional costs but not for the loss of Your pre-booked arrangements.
Conditions:
- Where curtailment is due to Your serious injury or serious illness, a certificate must be obtained from the treating Medical Practitioner abroad, confirming the necessity to return to Your permanent address in Australia (or final destination country in respect of one way Trips), or appropriate medical facility.
- The prior approval of the Medical Emergency Service must be obtained to confirm the necessity to return Home (or to Your final destination country if a one way Trip) for any reason or by any method other than as originally planned. Failure to do so may affect the assessment of Your claim.
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We will reimburse You, up to the maximum limit specified in the Schedule of Cover, in respect of additional travel and accommodation expenses necessary to continue Your Holiday/Journey (or in the event that this is impossible, return Home or to Your final destination country if a one way Trip) if You are forced to relocate as a result of a natural catastrophe (which means fire, lightning, explosion, earthquake, storm, tempest, hurricane, flood or major outbreak of infectious disease).
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We will not pay claims arising:
- where You are receiving or on a waiting list for or have knowledge of the need for in-patient treatment at a hospital or nursing home.
- where You have received a terminal prognosis.
- from any psychiatric disorder, anxiety state and/or depression suffered by You and diagnosed prior to the issue date of this policy (or if Annual Multi-Trip, prior to booking a Trip).
- where You are expected to give birth before or within 8 weeks of Your return date (or arrival in final destination country if a one way Trip).
- if You are travelling abroad against the advice of a Medical Practitioner or for the purpose of obtaining medical treatment abroad.
- from the cost of returning to the original destination to complete the Holiday/Journey originally planned and increased expenses related to further accommodation there.
- from ongoing medical conditions unless declared to and accepted by Us.
- the applicable excess as stated on the Schedule of Cover.
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If You sustain accidental bodily injury caused by:
(a) violent external and visible means or
(b) exposure resulting from an accident to an aircraft, vessel or vehicle in which You are travelling and provided such injury, solely and independently of any other cause results, within twelve calendar months of the date of the accident, in death or disablement as defined below, We will pay one of the following benefits (as specified in the Schedule of Cover):
- Death.
- Loss of one or more limbs and/or sight in one or both eyes.
- Permanent Total Disablement.
Definitions:
Loss of limb means permanent loss by physical severance at or above the wrist or ankle and includes permanent loss of use of a limb.
Loss of sight means complete and irrecoverable loss of all sight.
Permanent total disablement means total disablement from engaging in or attending to any occupation for at least twelve months from the date of injury and at the end of that time being beyond hope of any improvement.
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We will not pay:
- for claims resulting from motorcycling involving a motorcycle in excess of 50cc.
- for claims resulting in those hazardous activities listed where cover under Section 2 has been excluded.
- for claims arising out of manual labour in connection with Your trade, business or profession.
- for claims arising from Your:
(a) suicide or attempted suicide;
(b) being affected (temporarily or otherwise by alcohol or drugs (other than drugs taken in accordance with treatment prescribed by a Medical Practitioner, but not for the treatment of drug addiction); or by any sexually transmitted disease or condition;
(c) wilfully self-inflicted injury or exposure to danger, except in an attempt to save human life.
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We will reimburse You, up to the maximum limit specified in the Schedule of Cover, in respect of the:
- reasonable emergency ambulance, medical, surgical and hospital treatment incurred as a result of Your injury or unforeseen illness, occurring during the period of the Holiday/Journey. At the sole discretion of the Medical Emergency Service, who reserve the right to make the final decision as to whether or not it is medically necessary, this also includes the cost of repatriation to Australia (or final country of destination if a one way Trip), by whatever means deemed medically necessary. Emergency dental treatment is covered up to $500 for the immediate relief of pain only excluding the fitting of crowns and additional cosmetic treatment.
- reasonable additional accommodation (room only) and travel costs (if You cannot use the return portion of your ticket) necessarily and unavoidably incurred by:
(a) You where it is necessary for You to stay beyond the intended return or onward travel date due to Your illness or injury; or
(b) A relative or friend required on medical advice to travel to, remain with or escort You as a result of Your death, serious injury or serious illness.
- Reasonable charges for burial or cremation in the event of Your death outside of Australia (or final country of destination if a one way Trip), in the locality where death occurs and/or the cost of transport of body or ashes to Australia (or final country of destination if a one way Trip), for an amount not exceeding $10,000.
- Cost of transporting Your remains to the normal place of residence if death occurs in Australia (or final country of destination if a one way Trip), for an amount not exceeding $2,000.
Please note: We reserve the right to repatriate You to Australia (or final country of destination if a one way Trip) when, in the opinion of the Medical Practitioner in attendance and the Medical Emergency Service, You are fit to travel.
Please also note: Repatriation expenses will involve the use of identical class of travel to that utilised on the outward Journey, unless agreed by Us or the Medical Emergency Service that the ticket can be upgraded.
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If You are admitted to a hospital outside Australia (or final country of destination if a one way Trip) as an in-patient owing to accidental bodily injury or illness sustained outside Your country of residence after the issue date, We will pay You the benefit specified in the Schedule of Cover, for each complete 24 hours You are in hospital.
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Condition applicable to Sections 3(a) & 3(b)
It is a condition of this insurance that the Medical Emergency Service MUST be notified immediately of any illness or injury which necessitates admittance to a hospital abroad as an in-patient, or out-patient if costs are likely to exceed $1,000, or before any arrangements are made for repatriation. The Emergency Medical Service must also be notified if Your return or onward Journey is delayed due to medical reasons. Failure to do so will prejudice Your claim.
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We will not pay for claims where:
- treatment or aid is obtained in Australia or New Zealand (or final country of destination if a one way Trip).
- surgical or medical treatment which in the opinion of the treating Medical Practitioner can be reasonably delayed until Your return to Australia (or final country of destination if a one way Trip).
- there is an additional cost of single or private room accommodation at a hospital or nursing home, except where the treating Medical Practitioner considers it necessary for You to occupy such accommodation.
- You are receiving or on a waiting list for or have knowledge of the need for in-patient treatment at a hospital or nursing home.
- You have, prior to departure, received a terminal prognosis.
- there is any anxiety state and/or depression suffered by You and diagnosed prior to the date of issue of this policy (or if Annual Multi-Trip, prior to booking a Trip).
- You are expected to give birth before or within 8 weeks of Your return date (or arrival in final destination country if a one way Trip).
- You are travelling against the advice of a Medical Practitioner or for the purpose of obtaining medical treatment.
- You are suffering from any ongoing medical conditions unless declared to and accepted by Us.
- costs and expenses incurred more than twelve months after Your return date (or arrival in final destination country if a one way Trip).
- We shall not be liable for:
(a) any expenses or fees for in-patient treatment or repatriation which have not been notified to and authorised by Us or the Emergency Medical Service.
(b) any costs in respect of telephone calls other than the first telephone call to the Emergency Medical Service notifying them of the problem.
(c) the cost of any elective treatment or surgery including exploratory tests, which are not directly related to the illness or injury which necessitated Your admittance to hospital.
(d) any expenses incurred as a result of a tropical disease where the recommended inoculations have not been undertaken.
- the applicable excess as stated on the Schedule of Cover
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- We will reimburse You, up to the maximum limit specified in the Schedule of Cover, in respect of accidental loss, theft or damage to:
(a) Personal Luggage - which means suitcases, trunks or like receptacles and clothing or personal effects worn or carried on the person all owned by (not hired, loaned or entrusted to) You but excluding Personal Money and Valuables. The maximum payment for any Single Item is shown in the Schedule of Cover.
(b) Valuables.
(c) Travel Documents - which means travel tickets, passports, green card, visas, accommodation vouchers, car hire vouchers and excursion vouchers, held by You (and reasonable expenses directly consequential upon any such loss).
(d) Personal Money - which means cash, bank or currency notes, cheques, postal or money orders, petrol coupons or credit vouchers.
- In the event of Personal Luggage being temporarily lost in transit to the Holiday/Journey destination for longer than 12 hours, We will pay, up to the maximum limit specified in the Schedule of Cover, for the purchase of essential items of clothing and personal requisites. Any payments under this heading will be deducted from claims under Section 4 1(a) in respect of the same property.
- Our maximum limit of liability in respect of:
(a) personal luggage is stated in the Schedule of Cover , subject to the limit on Single Items (for any one article, pair or set of articles, irrespective of single or joint ownership) also stated therein.
(b) Valuables is stated in the Schedule of Cover.
(c) personal money is stated in the Schedule of Cover, subject to the limits for Cash (cash, bank or currency notes whether in the custody of one or more Insured Persons irrespective of ownership) also stated therein.
Basis of Claim Settlement
Claims will be dealt with on an indemnity basis NOT "new for old". Indemnity basis means the purchase price as new of the article less deduction for wear and tear and depreciation, or the cost of repair whichever is the lesser. If an article is damaged beyond economical repair, a claim will be dealt with as if the article has been lost.
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We will not pay for claims arising from:
- accidental loss of or theft of or damage to property left unattended other than whilst:
(a) in Your locked accommodation.
(b) in a locked boot or locked and covered luggage compartment of a motor vehicle provided that:
(i) there is evidence of forcible and violent entry to such vehicle.
(ii) no cover shall apply in respect of property in vehicles left unattended at any time between the hours of 10 pm and 8 am.
(iii) no cover shall apply in respect of Personal Money and Valuables at any time.
- Your failure to inform the Police as soon as possible of any loss or theft of Personal Luggage, Personal Money or Valuables and failure to obtain a written report.
- accidental loss of or theft of or damage to property whilst in the custody of an airline or other carrier, unless reported immediately on discovery. In the case of an airline, a Property Irregularity Report must be obtained.
- loss or theft of Personal Money and Valuables whilst in transit from baggage not in Your custody or control.
- Loss of or theft of or damage to:
(a) stamps and documents (other than those specifically mentioned)
(b) spectacles, sun glasses, contact or corneal lenses
(c) breakage or chipping of glass, porcelain, ceramic or china or any consequential loss resulting from such breakage
(d) business goods or samples or business money
(e) land, air or water craft of any kind including cycles, but excluding any models or toys
(f) items of a perishable nature
(g) sports equipment whilst in use.
(h) Mobile/cell telephones
- accidental loss or theft of travellers cheques.
- shortages of Personal Money due to error, omission or variations in exchange rates or depreciation in value.
- normal wear and tear, deprecation, gradual deterioration or mechanical or electrical breakdown.
- accidental loss, theft or damage arising from delay or confiscation or detention by Customs or other official.
- loss of jewellery, other than wedding rings, whilst swimming or participating in hazardous activities.
- property more specifically insured elsewhere.
- the applicable excess as stated in the Schedule of Cover.
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If the departure of the aircraft, train, coach or sea vessel in which You had booked to travel on the first outward leg or first return leg of the Holiday/Journey is delayed for at least 12 hours from the time specified on the official itinerary supplied to You as a result of:
- strike or industrial action
- adverse weather conditions
- mechanical breakdown of the aircraft, train, coach or sea vessel
We will pay either:
- compensation, as specified in the Schedule of Cover, for the first full 12 hours delay and subsequently a further amount, as specified, for each further 12 hours delay up to the maximum limit specified in the Schedule of Cover; or
- on the outward Journey, if after 24 hours delay, You elect to abandon the Holiday/Journey, We will pay You, up to the maximum limit specified in the Schedule of Cover, in respect of prepaid expenses or expenses contracted to be paid for Your benefit which are not recoverable from any other source.
Please note: A claim cannot be made under both (a) and (b) above, or under both Sections 1 and 5.
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We will not pay for claims arising:
- where You fail to check in at the airport, station or port of departure specified in the official itinerary issued by the Tour Operator, Tour Organiser or Carrier.
- where You fail to obtain written confirmation from the carriers (or their handling agents) of the number of hours delay and the reason for the delay.
- from strikes or industrial action unless the announcement and onset of the strike or industrial action occurred after the commencement of the Period of Insurance.
- from public demonstration, civil unrest or any form of protest (including actions not specifically directed at an employer or group of employers).
- where You are entitled to the same or similar benefit under any scheme arranged by a Tour Operator, Tour Organiser or Carrier.
- from the applicable excess as stated in the Schedule of Cover.
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We will pay You, up to the maximum limit specified in the Schedule of Cover, the specified benefit for each and every completed 24 hour period during which You are held hostage due to hijack of the transport on which You are travelling.
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We will not pay for claims arising:
- which are not substantiated by a Police report confirming the length and exact nature of the hijacking.
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We will reimburse You, up to the maximum limit specified in the Schedule of Cover, in respect of additional accommodation and travel expenses necessarily incurred to reach the overseas destination as a result of the failure of the vehicle in which You are travelling to deliver You to the final Australian departure point in time to join the Holiday/Journey, due to:
- adverse weather conditions
- strike
- industrial action
- mechanical breakdown
- accident to the vehicle
provided that You shall take all reasonable steps to arrive at the point of departure by the time stated on the Tour Operator's brochure or other travel documents issued by the Travel Organiser or Carrier.
Please note: This section applies only in respect of an outward Journey to an overseas destination.
Condition
A repairer's report will be required in the event of a claim in respect of car breakdown, together with proof that the vehicle had been properly serviced.
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We will not pay for:
- claims arising from strike or industrial action prior to the commencement of departure from Your Home or place of business, whichever is the later.
- the applicable excess as stated in the Schedule of Cover.
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We will reimburse You, up to the maximum limit specified in the Schedule of Cover, for all sums which You are personally liable to pay for accidents which result in:
- death or bodily injury to any person; or
- loss of or damage to their property; occurring during the period of the Holiday/Journey. The total amount payable for all claims made against You arising from any one occurrence is specified in the Schedule of Cover. We will in addition pay any legal costs and expenses awarded against You or incurred by You with Our written consent.
Please note: No liability shall be admitted and no admission, arrangement, offer, promise or payment shall be made by You without Our written consent. We shall be entitled, if We so desire, to take over and conduct, in Your name, Your defence of any claim or to prosecute for our Own benefit any claims for indemnity, damages or otherwise against any third party. We shall have full discretion in the conduct of all negotiations and proceedings.
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We will not pay for:
- Punitive or exemplary damages.
- Liability in respect of:
(a) death of or bodily injury to Your employees or members of Your family or household permanently living with You or a travelling companion.
(b) loss of or damage to property which belongs to You or is in Your custody or control or that of a member of Your family or household or Your employee, or a travelling companion.
(c) Your trade, business or profession.
(d) the ownership or occupation of land or building (other than occupation only, of any temporary holiday accommodation).
(e) the ownership, possession or use of animals, vehicles, ships, boats or craft of any kind, or the use of firearms.
(f) any contract or agreement unless liability would have applied anyway.
(g) any wilful or malicious or reckless act on Your part.
- Costs and expenses incurred after the date on which we have offered to pay the limit of indemnity.
- The applicable excess as stated in the Schedule of Cover.
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We shall pay legal costs and expenses, up to the maximum limit specified in the Schedule of Cover, incurred by You in pursuit of compensation and/or damages against a third party arising from or out of Your death or personal injury occurring during the Period of the Holiday/Journey.
Conditions
- We shall have complete control over the legal proceedings and the appointment and control of a lawyer.
- You must follow the legal representative's advice and provide any information and assistance required. Failure to do so will entitle Us to withdraw cover.
- We must have access to any and all of the legal representative's file of papers.
- We may include a claim for Our costs and expenses.
- Failure by You to comply with all or any of these conditions will entitle Us to render the legal expenses aspect of this insurance void and thereby withdraw cover.
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- We will not be liable for:
(a) Costs incurred in pursuance of any claim against a Travel Agent, Tour Operator, Carrier, Accommodation provider, Us or any other person insured under the same policy.
(b) Legal expenses incurred prior to the granting of support by Us.
(c) Any claims reported more than 180 days after the commencement of the incident giving rise to such claim.
(d) Any claim where the laws, practices, and/or financial regulations of the country in which the proposed action will take place indicate that the costs of such action are likely to be unreasonably greater than the anticipated value of the compensation award.
(e) Costs incurred in pursuance of a claim against any person with whom You had arranged to travel.
(f) Any claim where You are insured for legal expenses under any other insurance policy.
(g) Any claim where in Our opinion there is insufficient prospect of success in obtaining a reasonable benefit.
- We shall not be liable for any claim where legal costs and expenses are based directly or indirectly on the amount of an award.
- The insurance will not extend to covering You in the pursuit of any appeal except at Our sole discretion.
- Where there is a possibility of a claim being brought in more than one country, We shall not be liable for the costs if an action is brought in more than one country.
- We shall not be liable for the excess as specified in the Schedule of Cover.
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Provided at no additional premium under the Annual Multi-Trip Certificate (21 days per period of insurance) and the Wintersports Certificate (Maximum duration 45 days). Otherwise, cover under these sections only applies when an additional Wintersports endorsement premium is paid.
In accordance with the above, cover under Sections 1 -9 is extended to cover Wintersports and in addition the following five Sections are included.
Under the Annual Multi-Trip and Wintersports certificate types, Wintersports is defined as: Skiing and Snowboarding (with a leash) except in areas designated as unsafe by resort management; Recreational Racing; Mono Skiing; Guided Cross Country Skiing; Snow Mobiling; Tobogganing and Ice Skating.
When a Wintersports endorsement is purchased for an additional premium, Wintersports is defined as: Skiing and Snowboarding (with a leash) except in areas designated as unsafe by resort management; Recreational Racing; Mono Skiing; Guided Cross Country Skiing; Snow Mobiling; Tobogganing and Ice Skating.
In no event will Wintersports be considered to extend to the following activities: Ski Jumping; Ski Flying; Heli-Skiing; Ski Acrobatics; Ski Stunting; Freestyle Skiing; On-piste & Off-Piste Skiing in areas designated unsafe by resort management; Ski Racing & Training; Ski Bob Racing; Parapenting; Ice Hockey and the use of Skeletons and Bobsleighs.
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We shall reimburse You, up to the maximum limit specified in the Schedule of Cover, in respect of the accidental loss of or theft of or damage to snowboards, skis, bindings, boots or poles, subject to a Single Item limit as specified. There is an overall limit in respect of hired equipment as specified in the Schedule of Cover
Please note: Claims for owned wintersports equipment will only be calculated as follows:
- Up to 12 months old -90% of the purchase price.
- Up to 24 months old -70%
- Up to 36 months old -50%
- Up to 48 months old -30%
- Up to 60 months old -20%
- Over 60 months old -0%
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We will not pay for claims arising from:
- accidental loss of or theft of or damage to property left unattended other than whilst:
(a) in Your locked accommodation.
(b) in a locked boot or locked and covered luggage compartment of a motor vehicle provided that:
(i) there is evidence of forcible and violent entry to such vehicle.
(ii) no cover shall apply in respect of property in vehicles left unattended at any time between the hours of 10 pm and 8 am.
- loss of or damage to any article or goods on roof racks:
(a) by weather conditions resulting from the failure to protect items.
(b) by theft or malicious persons while the vehicle is unattended unless the rack was locked and secure and there is evidence of forcible entry before 10pm. and after 8 am.
- damaged wintersports equipment owned by You not returned to Australia for inspection.
- wintersports equipment used by persons for whom it was not designed.
- any loss, theft or suspected theft unless You inform the Police and obtain a written report.
- accidental loss of or theft of or damage to property whilst in the custody of an airline or other carrier, unless reported immediately on discovery. In the case of an airline, a Property Irregularity Report must be obtained.
- the applicable excess as stated in the Schedule of Cover.
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We shall reimburse You, up to the maximum limit specified in the Schedule of Cover, in respect of the reasonable costs of hiring skis, snowboards, bindings, boots or poles as a result of the accidental loss or theft or damage (or temporary loss in transit for more than 12 hours) of Your own equipment during the Period of Insurance.
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We will not pay for claims arising from:
- accidental loss of or theft of or damage to property left unattended other than whilst:
(a) in Your locked accommodation.
(b) in a locked boot or locked and covered luggage compartment of a motor vehicle provided that:
(i) there is evidence of forcible and violent entry to such vehicle.
(ii) no cover shall apply in respect of property in vehicles left unattended at any time between the hours of 10 pm and 8 am.
- loss of or damage to any article or goods on roof racks
(a) by weather conditions resulting from the failure to protect items.
(c) by theft or malicious persons while the vehicle is unattended unless the rack was locked and secure and there is evidence of forcible entry before 10pm. and after 8 am.
- damaged wintersports equipment owned by You not returned to Australia for inspection.
- wintersports equipment used by persons for whom it was not designed.
- any loss, theft or suspected theft unless You inform the Police and obtain a written report.
- accidental loss of or theft of or damage to property whilst in the custody of an airline or other carrier, unless reported immediately on discovery. In the case of an airline, a Property Irregularity Report must be obtained.
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We shall reimburse You, up to the maximum limit specified in the Schedule of Cover, in respect of the proportionate loss of irrecoverable ski pack costs paid or contracted to be paid prior to the Holiday/Journey as a result of You becoming ill or sustaining personal injury during the Period of Insurance and certified by a Medical Practitioner as being unable to ski and a written report obtained.
Definition: Ski Pack shall consist of pre-booked lift passes, hired skis or snowboards, bindings and boots and ski school fees.
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We will not pay for :
- claims where a written report has not been obtained from a Medical Practitioner.
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In the event that, due to lack of snow fall or adverse weather in the pre-booked Wintersports resort between the months of December and March (April to August in the Southern Hemisphere) and no alternative being available, You are not allowed to ski for a period in excess of 12 hours, We will pay You the benefit as specified in the Schedule of Cover for each full 24 hour period during which You are unable to ski, up to the maximum limit as specified.
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We will not pay for :
- claims arising which are not substantiated by a report from the resort management.
- claims arising due to lack of snow fall in a Wintersports resort which does not possess skiing facilities above 1,000 metres.
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We will reimburse You, up to the maximum limit as specified in the Schedule of Cover, for additional travel and accommodation expenses in the event that Your outward or return Journey is delayed by at least 12 hours beyond the scheduled departure time as a direct result of avalanche.
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We will not pay for :
- claims arising which are not substantiated by a report from the resort management.
- the applicable excess as stated in the Schedule of Cover.
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The following endorsements are available on request from Your issuing agent, upon payment of additional premium, providing the additional endorsements are noted on the validation certificate.
- Return Trips to the Australia.
Cover is extended to include four return trips to Australia. Each return trip shall not exceed seven days and cover ceases upon arrival and recommences on departure (Stopovers of under 24 hours will not be counted as return trips and will not invalidate the Period of Insurance). Cover for delayed baggage will not be applicable on journeys to Australia under this extension.
- Excess Waiver.
The applicable excesses as stated in the Schedule of Cover are hereby waived, except as regards increased medical excesses in respect of declared medical conditions and hazardous activities.
- Stopover Extension
Cover is extended on Area 1 certificates (of over 30 days duration) to include up to 10 days stopover anywhere in the world on Your final return Journey to Your final destination country (one way Trip).
- Camper Van/Safari Truck Personal Luggage Extension
If You are travelling by Camper Van or Safari Truck, the cover available under Section 4, Personal Luggage 1(a) is hereby amended as follows:
1. Cover is extended to include claims arising for the loss, theft or damage to prams, buggies, wheelchairs, surfboards & sailboards or their related accessories, equipment or fittings of any kind, so long as the items were securely locked to the inside of a locked and immobilised Camper Van or Safari Truck at the time of loss. In the event of a claim, there must be evidence that entry was effected by violent or forcible means and a Police report provided.
You are responsible for 15% of the value of any claim in addition to the normal applicable excess.
2. Cover is also extended to include claims arising for the loss, theft or damage of Personal Luggage (so long as stored in a securely locked compartment within a locked and immobilised Camper Van/Safari truck at the time of loss) & Valuables (so long as the items were stored in locked purpose-built strongbox built into the floor of a locked and immobilised Camper Van / Safari Truck at the time of loss). In the event of a claim, there must be evidence that entry was effected by violent or forcible means and a Police report provided.
The maximum limit of indemnity, Single Item Limit and Valuables limit remain unchanged by virtue of this endorsement. All other terms, conditions and exclusions apply.
- Vehicle Personal Luggage Extension
If You are travelling by Vehicle, the cover available under Section 4, Personal Luggage 1(a) is hereby amended as follows:
1. Cover is extended to include claims for loss, theft or damage to Personal Luggage (not Valuables) taken from an unattended motor vehicle between the hours of 10pm and 8am, so long as the items were stored in a locked enclosed boot or a locked boot concealed by a parcel shelf in a fixed position (i.e. hatchback or estate) at the time of loss. In the event of a claim, there must be evidence that entry was effected by violent or forcible means and a Police report provided.
The maximum limit of indemnity and Single Item Limit remain unchanged by virtue of this endorsement. All other terms, conditions and exclusions apply.
- Photographic / Video / Computer / Musical Instrument / Sporting Equipment / Backpack Extension
(a) Up to 35 days
(b) Up to 6 months
(c) Up to 12 months
Cover is hereby extended for the value of personal property under Section 4 taken on the Holiday/Journey with You for loss, theft or accidental damage occurring during the Period of Insurance (said property being listed on the attaching Schedule of Valuables form).
The maximum payment for any Single Item listed on the attaching Schedule of Valuables shall be $2,000. The maximum payment for all items listed on the attaching Schedule shall be $4,000 in the aggregate.
All items covered under this extension cannot be claimed under the original limits of cover, but are claimable in addition, subject to the same limitations and exclusions under Section 4 (except as modified herein).
You are responsible for 10% of the value of any claim in respect of all specified items, in addition to the normal applicable excess.
Additionally, there is no cover:
(a) for any loss or damage as a result of scratching or denting; or
(b) whilst any item is being serviced or repaired; or
(c) for Sporting Equipment whilst in use.
Sporting Equipment is defined as Diving, Windsurfing, Surfing, Kayaking, Cycling and Camping Equipment.
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1 It is a special condition that no Holiday/Journey is booked or undertaken against medical advice or for the purpose of obtaining medical treatment.
2 It is a special condition that You are not aware of any reason why the Holiday/Journey may be cancelled or curtailed.
3 It is a special condition that if You have a medical condition or You are undergoing tests for the presence of a medical condition which could necessitate cancellation or curtailment of the Holiday/Journey, You must obtain confirmation from Your registered Medical Practitioner that there is no reason why You should not travel.
4 The Medical Emergency Service must be advised immediately in the event of:
- Your hospitalisation; or
- Your intended repatriation for medical reasons; or
- The need to return earlier than the original booked return date when the cause of such return may be insured under Section 1 (b) Curtailment of the policy; or
- If out-patient treatment appears likely to cost more than $1,000
- Your return being delayed due to medical reasons or Your inability to return Home as planned due to medical reasons;
all occurring during the Holiday/ Journey.
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A. The subscribing insurers' obligations under contracts of insurance to which they subscribe are several and not joint and are limited solely to the extent of their individual subscriptions. The subscribing insurers are not responsible for the subscription of any co-subscribing insurer who for any reason does not satisfy all or part of its obligations.
B. Claims Procedure & Requirements:
- On the happening of any illness, injury, loss or damage, You must at Your expense:
(a) give Us full details in writing as soon as possible after any event which could lead to a claim under this certificate;
(b) Take all reasonable precautions to prevent further illness, injury, loss or damage;
(c) Immediately inform the Police of any loss or theft of Personal Luggage or Money or Valuables and obtain a written report;
(d) Supply all reports, certificates, information, evidence and assistance as may be required by Us;
(e) Send to Us any writ, summons or other legal document served on You and must not answer any correspondence without Our written consent.
We shall be entitled
(a) to negotiate, defend or settle in Your name and on Your behalf any claim made against You; and
(b) to prosecute in Your name for Our benefit any claim against any person in respect of any amount paid or payable under this certificate
- You shall as often as required submit to medical examination at Our expense in connection with any claim under Sections 1, 2 or 3 and in the event of Your death We shall have the right to a post mortem at Our own expense.
- All damaged property must be retained for inspection, becoming Our property upon settlement of the claim.
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The Underwriters hereon agree that:
- In the event of a dispute arising under this Policy, Underwriters at the request of the insured (or reinsured) will submit to the jurisdiction of any competent Court in the Commonwealth of Australia. Such dispute shall be determined in accordance with the law and practice applicable in such Court
- Any summons, notice or process to be served on the Underwriters may be served upon:
Lloyd's General Representative in Australia
Lloyd's Australia Limited
Suite Q, Level 12
55 hunter Street
Sydney
NSW 2000
Australia
who has authority to accept service and enter an appearance on Underwriters' behalf and who is directed at the request of the insured (or reinsured) togive a written undertaking to the insured (or the reinsured) that he will enter an appearance on Underwriters' behalf
- If a suit is instituted against any one of the Underwriters, all Underwriters hereon will abide by the final decision of such Court or any competent Appellate Court.
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This certificate excludes:
- Claims directly or indirectly from
(i) Your engaging in:
(a) Wintersports, unless the appropriate premium has been paid.
(b) Any hazardous or sporting activity (except those listed in the Hazardous Activities section of the policy and the appropriate premium paid if required), being Boxing, Caving, Hunting, Shooting, Competitive Martial Arts, Motor Racing of all types, Mountaineering, Polo, Potholing or Weight Lifting (for which cover may be obtained if declared to and accepted by Us in return for additional premium and/or changes in cover).
(c) Professional sports of any kind (for which cover may be obtained if declared to and accepted by Us in return for additional premium and/or changes in cover).
(ii) Your:
(a) suicide or attempted suicide;
(b) being affected (temporarily or otherwise) by alcohol or drug(s) (other than drugs taken in accordance with treatment prescribed by a Medical Practitioner; but not for the treatment of drug addiction); or by any sexually transmitted disease or condition; or
(c) wilfully self-inflicted injury or wilful exposure to danger, except in an attempt to save human life.
- Loss (including any consequential loss), bodily injury, damage or liability resulting or arising from or directly or indirectly caused or contributed to by:
(a) Ionising radiation or contamination by radioactivity from any nuclear fuel or from waste from the combustion of nuclear fuel;
(b) The radioactive toxic explosive or other hazardous properties of any explosive nuclear assembly or nuclear component thereof;
(c) Detention or confiscation or requisition by any Government or Public or Local Authority;
(d) Pressure waves caused by aircraft or other aerial devices;
(e) War, invasion, act of foreign enemy, hostilities (whether war be declared or not), civil war, rebellion, revolution, insurrection or military or usurped power.
(f) Terrorism of any kind.
- In respect of all Sections other than Sections 2 and 3, the Underwriter shall not be liable shall not be liable for any loss, injury, damage, illness, death or legal liability arising directly or indirectly from, or consisting of the failure or fear of failure or inability of any equipment or any computer program, whether or not You own it, to recognise or to correctly interpret or process any date as its true calendar date, or to continue to function correctly beyond that date.
- This policy does not cover persons residing outside Australia at the time of policy purchase.
- Any loss whatsoever arising from the financial failure or default of any Tour Operator, Travel Agent or Airline.
- Consequential loss of any kind.
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No section of this certificate shall apply in respect of, and this certificate does not cover any claim arising directly or indirectly from any injury, illness, death, loss, expense or other liability attributable to HIV (Human Immunodeficiency Virus), AIDS (Acquired Immune Deficiency Syndrome) and/or any mutant derivative or variations however caused.
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WORLDCARE ASSIST - 24 HOUR EMERGENCY SERVICE is available so that any Insured Person may request help in the event of an emergency relating to medical problems.
You must notify Worldcare Assist (the Underwriter's agents acting on Your behalf) immediately of any serious illness or injury involving an Insured Person whilst abroad which necessitates admittance to a hospital as an in-patient, or out-patient if costs are likely to exceed $1,000, or before any arrangements are made for repatriation.
The Assistance Service is there to help You 24 hours a day, 365 days a year. Do not try to find Your own solution - they will solve Your problem in the most suitable and practical way.
THE TELEPHONE NUMBER IS: AUS (61) 7 3360 0360
THE FACSIMILE NUMBER IS: AUS (61) 7 3360 0561
E-mail: medicalnotes@worldcare.com.au
Be prepared to give: (a) insurance certificate number, (b) name & address of issuing agent, (c) dates of outward & return travel, (d) details of the problem including name & address of patient and nature of illness/accident and (e) names and telephone numbers of hospital, attending doctor & usual GP.
The Assistance Service is able to: (a) liaise with doctors and hospitals, (b) guarantee medical charges, (c) arrange emergency repatriation with medical escort if necessary and (d) give guidance and help to other members of the party.
THIS EMERGENCY SERVICE MUST ONLY BE USED IN THE EVENT OF MEDICAL EMERGENCIES
(INVOLVING HOSPITALISATION OR COSTS EXCEEDING $1000) OR CLAIMS FOR CURTAILMENT
OR REPATRIATION.
PLEASE REFER ALL OTHER CLAIMS ENQUIRIES TO THE CLAIMS SERVICE AS DETAILED
BELOW.
Should You be admitted to hospital then contact must be made with the EMERGENCY MEDICAL SERVICE and their authority obtained in respect of any treatment not available under the reciprocal arrangements before such treatment is provided.
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You must give written notice to Us as soon as practicable, but in any event within 30 days. FIRST, telephone
Wyatt Gallagher Bassett Travel Claims Department on: AUS (61) 7 3005
1871 (or fax on: AUS (61) 7 3005 1899), giving your insurance certificate number, brief details of your claim and ask for a claim form - or write to
Wyatt Gallagher Bassett Travel Claims Department, GPO Box
3098 Brisbane, Queensland, Australia 4001 or e-mail: travel@wyattgb.com.au.
PLEASE DO NOT FORWARD ANY DOCUMENTS UNTIL YOU SUBMIT THE COMPLETED CLAIM FORM
We will settle Your claim within 10 working days of receiving a completed claim form and all necessary documentation. If we need additional information, a written request will be sent to You within 10 working days.
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Lloyd's of London is a signatory to the General Insurance Code of Practice. This aims to raise the standards of practice and service in the insurance industry, and it includes the following:
When You lodge a claim, We will tell You in plain language what information We need and how You should go about making Your claim.
We will respond promptly to any request You make for assistance with Your claim and it will be considered and assessed properly.
DISPUTE RESOLUTION
We have developed an internal procedure for dispute resolution so that if at any time Our product or services have not satisfied Your expectations You can contact Us. Our Complaints and Disputes Resolution procedures will have Your complaint reviewed by management. You will have a response within 15 working days.
If You are still unhappy, You may take Your complaint, at no cost to You, to the Claims Review Panel Scheme run by Insurance Enquiries and Complaints Ltd (IEC). This is an external dispute resolution panel which can make decisions binding on Us. Further information about IEC is available on request.
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In effecting this insurance, the Issuing Agent is acting as agent for the Underwriter and not for the Insured Person. The agent receives remuneration for issuing this insurance policy, which partly assists in meeting marketing and administration costs. You are of course free to arrange insurance with any other insurer of Your choice.
All claims will be paid in Australian Dollars.
All amounts stated in the Schedule of Cover, within the terms and conditions and in the validation certificate are in Australian Dollars.
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This certificate is underwritten by Lloyd's of London which has an A- (Excellent) rating as of September 2001 given by A.M. Best Company.
Secure Ratings
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A++ & A+
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Superior
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A & A-
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Excellent
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B++ & B+
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Very Good
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Vulnerable Ratings
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B & B-
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Fair
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C++ & C+
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Marginal
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C & C-
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Weak
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D
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Poor
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E
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Under regulatory supervision
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F
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In liquidation
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S
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Rating suspended
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DU2003POLAUS_24/03/03
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