Singapore Airlines Westpac Platinum Credit Cards Insurance Policy
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Singapore Airlines Westpac Platinum Credit Cards
Insurance Policy
Effective 7 May 2009Important information about the insurances 4
Termination of these covers 5
Privacy 5
General Insurance Code of Practice 6
Complaints and dispute resolution process 6
Definitions and interpretation 7
Excess – what you contribute to a claim 14
Repairing or replacing damaged property/ 15
personal goods
Safety of your property/personal goods 15
Reporting lost, stolen or wilfully damaged 16
property/personal goods
Pre-existing medical conditions 16
Enquiries 17
Emergency and medical services whilst overseas 18
(overseas travel insurance)
Documents to take with you when you are 18
travelling overseas (Overseas travel insurance)
Insurance exclusions – what is not covered 19
Claims procedures 23
Subrogation and you assisting Zurich 25
with your claim
Fraudulent claims 26
Overseas travel insurance policy 27
Purchase security insurance policy 42
Extended warranty insurance policy 42
Price guarantee cover 43
Interstate flight inconvenience insurance 44
Benefits 45
Rental vehicle excess insurance in Australia 47
Transit accident insurance policy 47
Schedule of benefits 49
The Insurer is Zurich Australian Insurance Limited Summary of benefits for Singapore Airlines 49
ABN 13 000 296 640, AFSL Number 232507 Westpac Platinum cardholders
5 Blue Street, North Sydney, NSW, 2060 Limits on what we pay 49
Phone: 1800 648 093
2 3Important information about Termination of these covers
the insurances Westpac may terminate the benefits under any one or
This document contains your Singapore Airlines Westpac all of the covers in this document for all cardholders or
Platinum Card complimentary insurance benefits, which an individual cardholder, and if so will notify primary
are effective for purchases where the final payment is cardholders of the termination. Purchases finalised
made on or after 1 October 2008 and are only available before expiry of this notification will still be eligible for
to cardholders of eligible credit card accounts. cover. However, purchases finalised after expiry of this
notification will not be eligible for cover.
These benefits are provided automatically to
cardholders under the Master Agreement Privacy
78 WPACPLT CCI, entered into between Westpac Zurich respects your privacy. Before you make a claim
Banking Corporation ABN 33 007 457 141, AFS Licensee under any of the policies in this document you should
No. 233714 of 275 Kent Street, Sydney NSW 2000 know the following things:
(“Westpac”) and Zurich Australian Insurance Limited n W
e do not require personal information until a claim
(“Zurich”), ABN 13 000 296 640, AFS Licensee No. is made. We may, however, need personal information
232507 of 5 Blue Street, North Sydney NSW 2060. to assess claims. We will, in relevant cases, disclose the
In this document, Zurich may also be expressed as personal information (other than sensitive information
“Zurich”, “we”, “us” or “our”. such as health information) to Westpac, their service
Although the benefits under the covers are providers and business partners in order to allow the
automatically provided to cardholders, cardholders are Bank to monitor the claims service we provide, prevent
not obliged to take these benefits. However, if a person fraud and to ensure persons are eligible for the cover.
wishes to claim these benefits, they will be bound by n W
e will also, where relevant, disclose personal
the Definitions, Terms and Conditions, Exclusions and information including sensitive information, such as
Claims Procedures of the policies. Therefore please health information to our service providers (including
read this document carefully and keep it in a safe place. medical practitioners, other health professionals,
Please also keep detailed particulars and proof of any reinsurers, legal representatives and loss adjusters).
loss including the sales receipt and eligible credit card
n B
y submitting personal details, the person consents
account statement showing any purchases.
to those organisations collecting and us disclosing
Zurich is the product issuer of the policies detailed in personal and sensitive information about you for
this document and these benefits are provided at no this purpose.
additional cost to the cardholder. Westpac is not the
n A
list of the type of service providers and business
product issuer (insurer) of these policies and neither
partners we commonly use is available on request,
it nor any of its related corporations guarantee any of
or on our website. Go to zurich.com.au and click on
the benefits under these covers and Westpac does not
the link “Privacy” on our home page.
receive any commission or remuneration in relation to
these benefits. Neither Westpac nor any of its related n I f a claimant does not provide the requested
corporations are Authorised Representatives of Zurich information, the assessment of a claim may be
or any of its related companies. delayed or we may not accept a claim.
n W
e may also disclose personal information about
persons where we are required or permitted to do
so by law.
4 5n I n most cases, on request we will give persons If you are unhappy with our response or we cannot
access to the personal information we hold about agree with you on reasonable alternative timeframes,
them. In some circumstances, we may charge a fee you can refer the matter to the external Disputes
for giving this access, which will vary but will be Resolution Scheme of which we are a member. This
based upon our costs. scheme is administered by the Financial Ombudsman
Service (FOS). FOS will review our decision in
General Insurance Code of Practice
accordance with their terms of reference. You are
As a member of the Insurance Council of Australia not bound by their decision. However, we are bound
Limited, Zurich subscribes to the General Insurance to act immediately on the Ombudsman’s decision.
Code of Practice. This is a free service provided by an independent
The purpose of the Code is to raise the standards of body. Brochures outlining the operations of FOS are
practice and service in the general insurance industry. available from us or the Insurance Council of Australia
The Code aims to: in your State or Territory. You can phone the FOS from
n c onstantly improve claims by handling them in an anywhere in Australia on 1300 780 808 or write to
efficient, honest and fair manner; them at:
n b uild and maintain community faith and trust in the Financial Ombudsman Service
financial integrity of the insurance industry; and GPO Box 3,
Melbourne, Victoria 3001
n p
rovide helpful community information and
Fax: (03) 9613 6399
education about general insurance.
Email: info@fos.org.au
Complaints and dispute resolution process Internet: www.fos.org.au
If you have a complaint about an insurance product Definitions and interpretation
issued by us or a service you have received from us,
The following key words (and/or their plurals) when
including the settlement of a claim, please call us on
highlighted in italics have special meaning in the covers
132 687. We will respond to your complaint within 15
included in this document.
working days provided we have all necessary information
and have completed any investigation required. If more “accident” means any sudden and unexpected physical
information or investigation is required we will agree on force, which occurs on a trip and causes an injury that is
reasonable alternative timeframes with you. described in the Schedule of Benefits contained in the
“Transit accident insurance policy”.
If you are unhappy with our response or we cannot
agree on reasonable alternative timeframes, your “act of terrorism” means an act, including but
complaint will be registered as a dispute and it will be not limited to the use of force or violence and/or the
reviewed by our internal dispute resolution process threat thereof, of any person or group(s) of persons,
which is free of charge. whether acting alone or on behalf of or in connection
with any organisation(s) or government(s), which from
We will respond to your dispute within 15 working
its nature or context is done for, or in connection with,
days provided we have all necessary information and
political, religious, ideological or similar purposes
have completed any investigation required. If more
or reasons, including the intention to influence any
information or investigation is required we will agree on
government and/or to put the public, or any section
reasonable alternative timeframes with you. We will keep
of the public, in fear.
you informed of the progress of our review at least every
10 working days and give you our response in writing.
6 7“Australia” means the area enclosed by the territorial “eligible credit card account” means a current and
waters of the Commonwealth of Australia where valid Singapore Airlines Westpac Platinum credit card
Medicare benefits are payable and “Australian” has a credit facility provided by Westpac to which purchases
corresponding meaning. made by cardholders are charged.
“Australian warranty” means the manufacturer’s “family” means a cardholder and his/her spouse and/or
expressed written warranty, that is applicable and child/children and/or parents, provided they are eligible
able to be fulfilled within Australia and which has been for the overseas travel insurance .
properly registered with the manufacturer, provided the “frequent flyer points” means KrisFlyer Miles.
warranty is for a period in excess of six months but less
“injury/injured” means loss of life or bodily hurt, but
than four years.
not an illness or sickness:
“bed care patient” means that as a result of an injury
n c aused by an accident whilst the policy is in force; and
or illness during your journey, you are confined to an
overseas hospital bed for a continuous period of not less n resulting independently of any other cause.
than 24 hours. Your confinement must be certified as Furthermore injury as used in the “Transit accident
necessary by a legally qualified and registered medical insurance policy” with reference to hand or foot means
practitioner and you must be under the continuous severance through or above the wrist or ankle joint and,
care of a registered nurse (other than yourself or a as used with reference to an eye means irrecoverable
member of your family). You are not classified as a bed loss of the entire sight thereof.
care patient if you are a patient in any institution used “interstate flight” means travel on a registered
primarily as a nursing or convalescent home, a place of passenger airline (but not charter trips) from Tasmania
rest, a geriatric ward, a mental institution, rehabilitation to any mainland Australian State or Territory, or from
or external care facility or a place for the care or any mainland Australian State or Territory to another
treatment of alcoholism or drug addiction. mainland Australian State or Territory or to Tasmania.
“cardholder” means a person who permanently resides “journey”
in Australia and to whom Westpac has issued a credit The journey starts:
card for an eligible credit card account. This includes n o
n the departure date (from Australia) shown on the
additional cardholders. If a family is travelling together, return overseas travel ticket; or
only one person can claim the benefits payable to the
n o
nce you leave your home, if you travel directly from
cardholder. The others can only claim as a spouse or
your home in Australia to the Australian air or sea
child or parent.
terminal that is the departure point for your trip.
In relation to the “Purchase security insurance policy”
The journey ends when the first of the following occurs:
this definition is also extended to include any Australian
n a t midnight on the date when your scheduled
resident who, by way of a gift from the cardholder,
transport (as shown on your return overseas travel
receives any personal goods, purchased by the
ticket) is due to arrive in Australia; or
cardholder.
n w
hen you return to your home in Australia, provided
“child/children” means all children of a cardholder, of
you travel directly there from the air or sea terminal
any age.
where you landed in Australia; or
“eligible credit card” means a current and valid
n s ix months after the date of departure shown on
Singapore Airlines Westpac Platinum credit card issued
your return overseas travel tickets; or
by Westpac for an eligible credit card account.
n when you cancel your return overseas travel ticket.
8 9“KrisFlyer miles” means the miles awarded to n f or all other sections in the “overseas travel
members of the KrisFlyer Programme. insurance policy”, the period of cover means the
“KrisFlyer Programme” means the programme period of the journey.
operated by Singapore Airlines awarding free travel, travel “personal good(s)” includes all new personal property
upgrades and other travel-related benefits to members of acquired for personal domestic or household use, but
the programme. does not include:
“natural disaster” means any event or force of nature n i tems acquired for the purpose of resupply/resale; or
that has catastrophic consequences such as avalanche, n items acquired for transformation in a business; or
earthquake, flood, tsunami and volcanic eruption, but
n items purchased in a business name; or
not epidemics or pandemics.
“overseas” means outside Australia. n business owned or business related items; or
Also for the purposes of the overseas travel n animals or plant life; or
insurance policy: n computer software or non-tangible items; or
n t ravel from Tasmania or from mainland Australia to n c ash, bullion, negotiable instruments, trading cards,
Norfolk Island or Christmas Island will be considered lottery tickets or other gambling related items,
as overseas travel; and tickets of any description, traveller’s cheques, or
n t ravel from Norfolk Island or from Christmas Island collections such as stamps, coins and cards; or
to Tasmania or mainland Australia will be considered n c onsumable or perishable items (including but not
as overseas travel; however, medical and hospital limited to food, drugs, fuel or oil); or
expenses will not be covered if the person claiming n b oats, automobiles, motorboats, airplanes or any
is eligible for Medicare benefits; and other motorised vehicles and their integral parts
n t ravel from Tasmania or from mainland Australia to and installed accessories; or
Lord Howe Island or Cocos Island will be considered n s econd-hand items, including antiques; or
as overseas travel; however, medical and hospital
n items of contraband; or
expenses are not covered; and
n r eal estate and movable fixtures or fittings
n travel from Lord Howe Island or from Cocos Island
(including but not limited to dish washers and fixed
to Tasmania or mainland Australia will be considered
air conditioners) which are, or are intended to form
as overseas travel; however, medical and hospital
expenses are not covered. part of any home or real estate; or
“parent” means the mother or father of a cardholder. n i tems acquired for a purchase price exceeding
A$10,000.
“period of cover”
“pre-existing medical condition” is relevant to the
n f or “unexpected cancellation of travel arrangements
cardholder, any relative, travel companion or any other
and other unexpected expenses” in the “overseas
person that may give cause for you to claim and means:
travel insurance policy”, this means the period
of cover commencing after the deposit for your n a ny existing medical condition, including but not
planned return overseas travel ticket has been limited to mental disorder, anxiety, alcoholism,
arranged by use of the cardholder’s eligible credit drug addiction or pregnancy and/or any chronic
card and you intend to obtain the remainder of or ongoing physical, medical or dental condition,
your return overseas travel ticket by use of the for which investigation (whether or not a diagnosis
cardholder’s eligible credit card; and has been made), treatment or advice has been
10 11received, or medication prescribed or taken at any “rental vehicle” means a rented passenger vehicle
time before you obtained your return overseas travel rented from a licensed motor vehicle rental company.
ticket; and “return overseas travel ticket” means a ticket or
n a ny condition, including but not limited to mental tickets allowing travel from and returning to Australia.
disorder, anxiety, alcoholism, drug addiction or “SIA” means Singapore Airlines Limited (Company
pregnancy and/or any physical, medical or dental Registration Number 197200078R, a company
condition, for which investigation (whether or not incorporated in Singapore).
a diagnosis has been made), treatment or advice is
“special event” means a wedding, funeral, pre-paid
received, or medication prescribed or taken, after
conference, pre-paid sporting event or pre-paid concert,
you obtained your return overseas travel ticket, but
or other event which does not ordinarily occur on a
prior to the commencement of your journey; and
regular basis which before you left Australia you had
n a ny complication arising from any such condition planned to attend. We reserve the right to determine if
outlined above, except that unexpected/unforeseen any other event other than those listed above qualifies
events relating to pregnancy are not regarded as a as a special event.
pre-existing medical condition.
“spouse” means a defacto partner of the cardholder
“primary cardholder” means the person(s) in whose who is permanently living with the cardholder at the
name(s) the eligible credit card account is opened. time the journey starts or a person married to the
“reasonable” means: cardholder. We may ask for proof of any relationship.
n f or medical and hospital expenses, the care obtained “travel companion” means a person who, before
should be at the standard level given in the country the journey began, arranged to accompany you from
you are in and not exceed the level you would Australia and then on your journey for at least 50% of
normally receive in Australia; and the time of your journey.
n f or all other expenses, such as unexpected travel “trip” means:
and accommodation, the standard must not exceed n p
assage by the cardholder as a paying passenger
the average standard of travel and accommodation (not as a pilot, driver, or crew member etc.) in
you booked for the rest of your journey. a licensed plane, bus, train or ferry authorised
“relative” means the cardholder’s: pursuant to any statute, regulation, by-law or
n spouse; or the equivalent thereof for the transportation of
passengers for hire. Provided the cost of the passage
n parent, parent-in-law, step-parent, guardian; or
was charged to the cardholder’s eligible credit card
n grandparent; or account and the cardholder is not on their way to or
n child, grandchild, stepchild; or from their place of work (whether paid, unpaid or
n brother, brother-in-law, sister, sister-in-law; or voluntary work); and
n daughter, daughter-in-law, son, son-in-law; or n p
assage by the spouse and/or child and/or parent
n fiancé, fiancée; or as paying passengers (not as a pilot, driver, or crew
member etc.) in a licensed plane, bus, train or ferry
n uncle, aunt; or
authorised pursuant to any statute, regulation,
n half-brother, half-sister; or by-law or the equivalent thereof for the
n niece, nephew. transportation of passengers for hire. Provided the
cost of the passage was charged to the cardholder’s
12 13eligible credit card account and they are not on their replacement of your travel documents, credit cards and
way to or from their place of work (whether paid, travellers cheques and the emergency replacement of
unpaid or voluntary work). your clothes and toiletries. Also if you make more than
“unattended” means (but is not limited to) your one claim as the result of a single event, the excess only
possessions are not with either you or your travel applies once.
companion or are in a position where they can be taken “Interstate flight inconvenience insurance” – You
without you or your travel companion knowing or being must pay the first A$200 for each claim made under
able to prevent them from being taken. “Benefits 2 and 4”.
“use of the cardholder’s eligible credit card Repairing or replacing damaged property/
account” means that the total value (i.e. including but personal goods
not limited to money and/or frequent flyer points and/
If an item is damaged, lost or stolen we may choose to:
or staff discounts) of the return overseas travel ticket
(but not taxes, airport or travel agent charges) was n repair the item; or
obtained for your journey by one or a combination of n r eplace the item, less depreciation. This means we
the following methods: will replace the item for an amount equal to its
n w
as paid for being charged to a cardholder’s eligible
original cost, less a depreciation figure which takes
credit card account; and/or into account its age and condition; or
n t he cardholder is a current Singapore Airlines n p
ay you the amount it would cost us to replace the
Westpac Platinum cardholder and a member of item less depreciation.
the KrisFlyer Programme and has redeemed their However, property/personal goods left unattended in a
frequent flyer points earned on the cardholder’s motor vehicle are only insured for up to A$2,500 in total.
eligible credit card account to obtain your return If you bought the item duty free or overseas the
overseas travel ticket. amount you paid for the item will be the maximum
“you”, “your”, “yours”, “yourself” means the amount paid by us.
cardholder or the cardholder’s spouse or cardholder’s Where the item is part of a pair or set, you will receive
children or cardholder’s parents provided they are no more than the value of the particular part or parts
eligible for the insurance. lost, stolen or damaged, regardless of any special value
Excess – what you contribute to a claim that the item may have by way of being part of such
pair or set.
Excesses may apply to certain sections of cover. An
excess is not an additional fee charged by us at the Safety of your property/personal goods
time of making a claim. Rather, it is the uninsured first You must take all adequate and reasonable precautions
portion of a loss for which you are otherwise covered (considering the value of the items) to protect your
(i.e. the amount that you must contribute towards each property/personal goods and you are not covered if you
claim). Details of the excess amounts and circumstances do not take reasonable precautions (considering the value
in which they will be applied are set out below: of the items) to protect your property/personal goods.
“Overseas travel insurance” – You must pay the first Property/personal goods is/are not covered under any of
A$200 for each claim made under Benefits 1 to 7 of the insurances if left:
‘Part B’. However, under “Benefit 2: ‘Loss or damage n u nattended in a public place; or
to personal items” there is no excess payable for the
n unattended in an unlocked motor vehicle; or
14 15n u nattended in a motor vehicle in view of someone 1800 812 994. Our team of medical professionals will
looking into the motor vehicle; or assess your condition. If Zurich Assist determines to
n unattended in a motor vehicle overnight; or cover your pre-existing medical condition, you will need
to pay an administration fee and Zurich Assist will send
n behind, forgotten or misplaced; or
you a letter confirming that your pre-existing medical
n w
ith a person who steals or deliberately
condition is covered for the remainder of the period of
damages them. cover for the journey in question.
A “public place” includes, but is not limited to shops, In regard to pregnancy, we do not insure you for any
airports, bus depots, streets, hotel foyers (or hallways expenses that arise due to the normal development and
and grounds), restaurants, beaches, public toilets, car consequences of pregnancy, including but not limited to
parks, office areas, behind counters, housing and hostel regular or routine medical consultations and tests (such
common areas, unlocked hostel and hotel rooms and as ultrasounds) and the childbirth itself. We do cover
any place which is accessible to the public. the mother’s expenses if they arise as an unforeseen
Reporting lost, stolen or wilfully damaged consequence of the pregnancy or childbirth and for
property/personal goods which otherwise the mother would be covered. This,
In the event that your property/personal goods are however, does not mean that cover is provided for the
stolen, wilfully damaged or accidentally lost, you health of a child born on the journey.
must make a report to the police or to the nearest Enquiries
government agency or authority. You must do this n A
dditional copies of this document can be obtained
within 24 hours of learning of the theft, loss or damage by phoning Westpac on 1300 859 100 or visit
and the report must list and describe the missing or westpac.com.au (select “Credit Cards” from the
damaged property/personal goods. navigation menu).
If the loss or willful damage occurs overseas, a copy n I f you require personal advice on any of these
of this report must be obtained and the authority insurances, please see your insurance adviser.
must sign the copy and write on it that it is a true and
n I f you wish to make a general enquiry regarding the
accurate copy of the original.
cover outlined in this document you can phone us
Pre-existing medical conditions on 1800 091 710; however, please make sure you
The insurances do not cover you for any event that is have this document on hand when you phone us.
caused by or arises as a result of a pre-existing medical Please also note:
condition of yours or any pre-existing medical condition n T he “overseas travel insurance” cover is for a
of a relative, travel companion or any other person that maximum period of six consecutive months and
may give cause for you to claim. If, however, you are cannot be extended. You do not have to advise us
going overseas you may, prior to leaving Australia, apply that you will be travelling as you are automatically
for your pre-existing medical condition to be covered covered, provided you are eligible for this cover and
under the “overseas travel insurance”. adhere to the Definitions, Terms and Conditions,
The pre-existing medical conditions of your relatives, Exclusions and Claims Procedures of that policy.
travel companion or any other persons that may give
cause for you to claim cannot be waived.
If you wish to apply for cover for your pre-existing
medical condition, please phone Zurich Assist on
16 17Emergency and medical services whilst overseas In the event that you need to make a claim under the
(overseas travel insurance) “overseas travel insurance policy” (especially if claiming
In the event of an emergency overseas, simply call whilst overseas), it will be necessary for Westpac or
Zurich Assist (reverse charge/collect) any time from any its agents to confirm to us or our agents that your
place in the world. You can usually do this by phoning return overseas travel ticket was obtained by use of the
the operator where you are and booking a reverse cardholder’s eligible credit card account. Without this
charges call to Australia +61 2 9995 2021. information, a claim may be delayed and it may not be
possible for us or our agents to give approval for any
Zurich’s team of medical professionals is only a phone
overseas medical attention.
call away and is available 24 hours a day, seven days a
week for advice and assistance in the event of a medical Insurance exclusions – what is not covered
emergency and any associated problems for travellers In any insurance policy there are situations that are
outside Australia. not covered. Whilst we try to extend our cover to most
Zurich Assist has access to a worldwide team of skilled situations, we are not able to insure some situations
doctors and medical professionals and provides the because of the costs or types of events involved.
following services free of charge: In addition to any specific exclusions contained in
n a ccess to Registered Medical Practitioners for any individual cover in this document, the following
emergency assistance and advice; exclusions apply to all the covers in this policy:
n e mergency transportation to the nearest n W
e reserve the right to not insure you if you act
suitable hospital; against our advice or that of our Medical Team, i.e.
n e mergency evacuation, if necessary; we decide to arrange for you to be moved from your
location to hospital at another location and decide
n a dvise your family in Australia of your medical
against it.
condition and keep them informed of the situation
(only at your request); n W
e do not insure you for any event that is caused
by or arises as a result of any pre-existing medical
n p
ayment guarantees to hospitals and
condition of yours, a relative, travel companion or
insurance verification;
any other person that may give cause for you to
n second opinions on medical matters; and claim unless it relates to overseas travel insurance
n u
rgent message service and emergency and we have given prior written approval to cover
travel planning. your pre-existing medical condition and you have
Documents to take with you when you are paid the administration fee.
travelling overseas (overseas travel insurance) n W
e do not cover your property/personal goods left
You should take this document (it contains important unattended in a motor vehicle for any more than
phone numbers and details of the cover provided), $3,500 in total.
and copies of your return overseas travel ticket and n We do not insure you in regard to any travel that:
also your eligible credit card account statement and/ – you book or take against medical advice; or
or the necessary documentation to prove that your – you take for the purpose of getting medical
return overseas travel ticket was obtained by use of the treatment or advice; or
cardholder’s eligible credit card account.
– you take after a qualified and registered member
of the medical profession informs you that you are
terminally ill.
18 19n W
e do not insure you for any event that is caused by – any act of terrorism; or
or arises from: – any loss arising out of or in connection to an
– you failing to follow advice or take heed of a epidemic or pandemic event; or
warning from: – any war or warlike activities, whether war has
• any government; been formally declared or not, any hostilities,
• or any official body; rebellion or revolution, or civil war, military
• or any publication or broadcast by any member coup, or overthrow/attempted overthrow of a
of the mass media; or government/military power; or
– you being under the influence of liquor or drugs; or – any person or organisation, who lawfully destroys
– your involvement in illegal activities, fraud or or removes your ownership or control of any
abuse; or property/personal goods; or
– your underwater activities that involve using – any government prohibition or restrictions or
artificial breathing equipment (unless you have government customs, or government authorities
an open water diving license or are diving with a delaying or detaining you or seizing or keeping
qualified and registered diving instructor); or your baggage; or
– your mountaineering or rock climbing (if you – non-receipt of the property/personal goods that
need to use climbing equipment, ropes or guides), you have purchased and are being transported to
white water rafting or boating, abseiling, bungy you; or
jumping, pot holing, running with the bulls, caving – your participation as a crew member or pilot of
or tobogganing; or any conveyance; or
– you racing (other than foot); or – you or your travel companion’s employment
– your participation in any kind of professional or work (whether paid or unpaid or voluntary)
sport; or either in Australia or overseas. This includes not
– your air travel or any aerial activity (for example, being able to take leave from that employment,
hang-gliding, base jumping and skydiving). But unless your claim is covered under “unexpected
if you are a paid passenger in a fully licensed cancellation of travel arrangements” and other
commercial passenger aircraft, we do insure you; or unexpected expenses in the “overseas travel
insurance policy”; or
– any activities involving hunting equipment or
projectiles (e.g. shooting and archery); or – you or your travel companion’s financial
circumstances or any business or other
– your participation in motorcycling, unless:
contractual relationship; or
• it involves a hired motorcycle with an engine
capacity of 200cc or less; and – changes in currency rates, or any losses due to the
• you are the driver; and devaluation or change in currency value; or
• you hold a current Australian motorcycle – theft, loss or damage to business owned items,
licence; and business related items or items purchased in a
• you are also licensed (if a licence is required) to business name; or
drive the motorcycle in the country you are in; but – you or your travel companion not wanting to
• we never cover any event that is caused by or continue with your travel arrangements/journey,
arises from motorcycle racing; or or cancelling it or cutting it short, unless your
20 21claim is covered under the “overseas travel – disappearance of the property/personal goods in
insurance policy” in the section “unexpected circumstances which cannot be explained to our
cancellation of travel arrangements and other satisfaction; or
unexpected expenses”; or – radioactivity, radioactivity contamination or
– deterioration, normal wear and tear; or the use, existence or escape of any nuclear fuel,
– any defective item or any defect in an item, or nuclear material or nuclear waste; or
damage arising from inherent defects in an item – consequential loss or damage, punitive damages
or an electrical or mechanical fault or breakdown, or any fines or penalties, including punitive,
unless covered under the “Extended warranty exemplary, liquidated or aggravated damages; or
insurance policy”; or – you or your travel companion’s failure to procure a
– any process of servicing, repairing or restoring an passport or visa; or
item unless we have given prior approval; or – the inability of the tour operator, wholesaler,
– laundering (including washing, ironing and dry transport provider, travel agent or any other
cleaning) whether by professional persons or service provider to complete arrangements or
otherwise; or complete any part of a tour.
– vermin or insects, mildew, atmospheric or climatic Claims procedures
conditions, or flood; or
Please do not contact Westpac in the event of a claim,
– your failure to comply with the recommended as Westpac does not approve claims and is not involved
security guidelines for the use of bank or currency in processing the claims.
notes, cheques, credit card, postal or money
If you want to make a claim under any of these policies,
orders or petrol coupons; or
you must:
– you not taking all adequate precautions
1. Whilst you are overseas:
(considering the value of the items) to protect
Phone Zurich Assist (refer to page 18, “Emergency
your property/personal goods or if the property/
and medical services whilst overseas”).
personal goods are left:
In order for Zurich Assist to confirm your eligibility
• unattended in a public place; or
for overseas travel insurance, you will need to
• unattended in an unlocked motor vehicle; or
have copies of the documents listed on page 18,
• unattended in a motor vehicle in view of
‘Documents to take with you’.
someone looking into the motor vehicle; or
• unattended in a motor vehicle overnight; or 2. If you are in Australia (or when you return to
• behind, forgotten or misplaced; or Australia), you must follow the steps listed below.
• with a person who steals or deliberately Contact us on 1800 648 093 within 30 days of
damages them. returning home from overseas or interstate (even if
you have previously reported the matter to Zurich
A “public place” includes, but is not limited to
Assist), or if you are already home, contact us within
shops, airports, bus depots, streets, hotel foyers
30 days of learning of an occurrence (loss, damage
(or hallways and grounds), restaurants, beaches,
or breakdown) that may result in a claim. However,
public toilets, car parks, office areas, behind
if you are making a guaranteed pricing claim, you
counters, housing and hostel common areas,
must contact us within 21 days of the purchase of
unlocked hostel and hotel rooms and any place
the personal good.
which is accessible to the public; or
22 23We may require you to complete a written loss report. If n i f your travel or accommodation arrangements are
we do, we will provide you with the forms which should cancelled and you intend claiming, you must provide
be returned to us within 30 days after you receive them. a letter from the carrier, hotel, etc., outlining the
Alternatively, in order to provide you with the most refund you were entitled to;
immediate response you can download the appropriate n a ny damaged items for which you are claiming
claim form from the Zurich website, www.zurich.com.au so that they can be inspected by us or our
Note: Failing to contact us or return the completed loss authorised representative;
report (if required) within the times stated might result n a quote (at your expense) for the replacement of lost
in denial of the claim. or stolen items, or quote (noting the serial number
You must provide us with any evidence/documentation for “Extended warranty insurance” claims) for the
we require to verify your claim. Depending on the policy repair of damaged or broken-down items. We will,
you are claiming under, this might include (but is not however, pay the reasonable cost of the quote if we
limited to) any of the following: agree to pay the claim;
n p
roof that you are eligible for insurance cover – e.g. n c opy of the Australian warranty if claiming under the
your eligible credit card account statement and “Extended warranty insurance policy”;
credit card receipt to confirm the purchase of your n i n regard to the guaranteed pricing scheme, we
return overseas travel ticket(s), etc.; require evidence that the cheaper item is the same
n if items were stolen, willfully damaged, or accidentally (i.e. model number, model year, and manufacturer)
lost you must give us the police report number, or if as the personal good you purchased, and we require
the incident occurred whilst you were overseas, a copy a copy of the printed catalogue advertising the
of the report you obtained from the police or nearest cheaper item, and evidence that the advertisement
government agency or authority. The report should was printed after you purchased the personal good.
be certified by the relevant authority as being a true
Subrogation and you assisting Zurich with
and correct copy of the original;
your claim
n p
roof of your ownership of any lost, stolen or
When making a claim you must advise us of any
damaged items – e.g. purchase receipts;
details of any other insurance under which you are
n e vidence of your intended flight – e.g. ticket, travel entitled to claim.
agent’s itinerary showing your flight or a letter from
You must also, as far as allowed by law, give us all the
the airline, etc.;
assistance we may require to institute proceedings
n e vidence of the delay, including in the case of against other parties for the purpose of enforcing rights
luggage delay, a lost property/delayed property or remedies to which we would become entitled or
report issued by the airline; subrogated upon, by making good any loss or damage
n r eceipts for any items you buy to replace those under any of the covers included in this document.
that were lost or stolen or purchased as emergency
replacement of your clothes and toiletries;
n i f any items are lost or stolen during the time that a
carrier was responsible for looking after them, you
must get a letter from the carrier explaining what
happened and stating the amount of refund you
received from them;
24 25Fraudulent claims Overseas travel insurance policy
When making a claim you have a responsibility to assist “Overseas travel insurance” is a benefit available
Zurich and to act in an honest and truthful manner. to current Westpac cardholders, who by use of the
If any claim is fraudulent in any way or if you or any one cardholder’s eligible credit card account, paid for in full
acting on your behalf uses fraudulent means to make the cost of their return overseas travel tickets. It is also
a claim on any of the covers in this document, then available to the cardholder’s spouse and the cardholder’s
no payment will be made in regard to the claim. Also, children and cardholder’s parents, provided their return
Westpac will be informed of the situation and you may overseas travel tickets were paid for in full by use of the
no longer be eligible for any of the insurances and “Price cardholder’s eligible credit card account.
guarantee cover” contained in this document. The cover is available for a period of six months and can
In the event we believe you or any one acting on your not be extended. However, if your return to Australia is
behalf has made or attempted to make a fraudulent delayed because of events covered under this policy, or
claim, we may file a criminal complaint. You will also be your scheduled transport back to Australia is delayed
liable for any loss we incur as a result of your fraudulent for reasons beyond your control, the period of insurance
claim. will automatically be extended for a period of up to
four weeks or until you return to your home in Australia,
whichever occurs first.
26 27Overseas travel insurance index Part A – The limits that apply and a summary of
the cover
Part A 29
The limits that apply and a summary of the cover The table below shows the limits that apply and an
outline of the cover available for cardholders and their
Part B 31 spouses and children and parents. Please read the
The cover we provide entire policy to make sure you understand the details
Medical and hospital expenses incurred overseas 31 of the cover provided and to ensure it meets your
Loss or damage to personal property 33 requirements.
Unexpected cancellation of travel arrangements 34 Benefit Limits
and other unexpected expenses. 1. Medical Unlimited, except bed care patient allowance (i.e.
Resumption of journey following the death 38 and hospital miscellaneous expenses such as phone calls and
of a relative expenses TV rental) of A$100 per day, and is limited to
incurred A$12,000 in total. Note: No cover for pre-existing
Special event 38 overseas. medical conditions, unless prior approval given and
Rental vehicle excess 39 the administrative fee is paid.
2. Loss or Up to A$20,000 per person and up to
Travel delay 39
damage to a maximum A$30,000 for a family
Funeral expenses 39 personal subject to the following limits. However, property/
Accidental death 40 property. personal goods left unattended
in a motor vehicle are only insured up to A$3,500
Legal liability 40 in total.
Clothing and personal valuables –A$3,500/item.
Portable electrical equipment and binoculars –
A$3,500/item.
Cameras and associated equipment/accessories –
A$3,500/item.
Laptop computers and associated equipment/
accessories – A$5,500 in total.
Travel documents, traveller’s cheques, credit
cards, cash etc. – A$550/person to a maximum of
A$1,250 for a family.
Emergency replacement of your clothes and
toiletries with a maximum of A$1,250 for a family
– A$550/person. Note: No cover for items used for
any business purpose or purchased in a business
name.
3. Unexpected Unlimited for covered events, except for travel
cancellation agent’s cancellation fee, which is limited to an
of travel amount equal to the lesser of A$500 or 15% of
arrangements the value of the travel arranged by the agent.
and other Also, cover for the financial insolvency or financial
unexpected collapse of a licensed service provider is limited to
expenses. A$3,750 per person up to a maximum of A$7,500
for a family.
28 294. Resumption Up to A$5,750 per person up to a maximum Part B – The cover we provide
of journey A$12,500 for a family.
following the
Benefit 1: Medical and hospital expenses
death of a incurred overseas
relative. We insure you for medical and hospital expenses you
5. Special Up to A$3,750 for reasonable cost of arranging incur overseas on your journey.
event. alternative transport in order to attend a special
event. We reserve the right to return you to Australia for
6. Rental Up to A$5,500. ongoing medical attention. In Australia we are not
vehicle excess. licensed to pay medical and hospital expenses and you
7. Travel delay. For reasonable additional meal and would need to claim on Medicare and/or your Australian
accommodation costs after a six hour delay, up to medical insurer. If you choose not to return to Australia
A$500 per person up to a maximum of A$1,000 we will cease to pay for the subsequent medical and
for a family.
hospital expenses you incur overseas.
8. Funeral Up to A$12,750 per person to a maximum
expenses. A$25,500 for a family for an overseas funeral/ By medical expenses we mean expenses for:
cremation or return of remains to Australia. n m
edical, paramedical, or surgical treatment; or
9. Accidental In the event of accidental death which is not
n o
ther treatment, given or prescribed by a qualified
death. covered under the “Transit accident insurance
policy” included in this document, we will pay
and registered member of the medical profession; or
A$17,500 per cardholder and A$12,500 for a n e mergency dental treatment to natural healthy
spouse. teeth (but not ongoing dental treatment) up to
10. Legal A$1,250 where the treating dentist confirms in
Limit of A$2,500,000.
liability.
writing that the treatment was solely to relieve
sudden and severe pain; or
n ambulance, hospital, or nursing home charges; or
n e xpenses for emergency evacuation to Australia or
another country, if the local medical services are
inadequate or not available. The evacuation must
be authorised and arranged by Zurich Assist (book
a reverse charge/collect call from anywhere in the
world on +61 2 9995 2021).
If we agree to pay the hospital and medical expenses
associated with your stay in an overseas hospital, we will
also pay you, in addition to the hospital and medical
charges, a cash bed care allowance, which covers
incidental expenses, such as a rental TV, newspapers
or hospital phone calls, for each continuous 24-hour
period you are confined in an overseas hospital as a bed
care patient, provided the claim is supported by written
confirmation from the hospital of the length of your stay.
30 31We will also pay for a relative or friend to travel to approval to cover your pre-existing medical condition
where you are, to either care for you or to escort you and you have paid the administration fee; or
back to your normal residence in Australia if: n a rise from dental treatment caused by or related to
n y ou are injured or become seriously ill during the the deterioration and/or decay of teeth or involving
period of cover; and the use of precious metals; or
n y ou show us medical advice written by a qualified n y ou can recover from any private medical fund or
and registered member of the medical profession, similar government scheme; or
stating that a companion/escort is necessary; and n y ou incur in Australia; or
n Z
urich Assist agrees that a companion/escort is n a rise from HIV, AIDS, ARC (AIDS Related Complex,
reasonably necessary. however this syndrome may be acquired or named),
The companion’s/escort’s costs will be reimbursed to or any related illness, no matter how you become
the person who incurs the expense. infected; or
Medical expenses n a rise from a sexually transmitted disease; or
n a rise from any disease that is transmitted when
We will pay for…
giving or taking a drug. Unless the giving or taking of
We will pay for your overseas medical expenses during the drug is supervised by a qualified and registered
the period of cover if you: member of the medical profession and the disease is
n b ecome ill overseas; or not excluded anywhere else in this ”Overseas travel
n g et injured overseas, provided the injury was insurance policy”; or
accidentally caused by a sudden physical force. n y ou incur more than 12 months after the date of
We will only cover your medical expenses if: your illness or disablement.
n you incur them overseas, during your journey; and Benefit 2: Loss or damage to personal property
n you are legally responsible for paying them; and We insure you, during your journey for the theft and
n y ou show us medical advice, written by a registered accidental loss or damage to the following property/
and qualified member of the medical profession, as personal goods that you either take with you or buy on
proof of your illness or injury and the treatment you your journey:
need for it. n baggage, clothing and personal valuables; and
n W
e assess that your medical expenses are reasonable n p
ortable electrical equipment and binoculars (but
in amount and reasonably necessary. we will not pay for scratched lenses); and
Please remember that you can only claim for n c ameras and associated equipment/accessories (but
emergency evacuation if it is arranged by Zurich Assist we will not pay for scratched lenses); and
(book a reverse charge call from anywhere in the world n l aptop computers and associated equipment/
on +61 2 9995 2021). accessories (but we will not pay for scratched
But we will not pay for… screens); and
We will not pay for medical expenses that: n t ravel documents, travellers cheques, bank notes,
n a rise from pre-existing medical conditions unless prior currency notes, postal orders, money orders, cash
to you leaving Australia, we have given prior written credit cards or petrol coupons taken with you on
your journey for personal use.
32 33Note: Items used for any business purpose or purchased Also, the cardholder’s spouse and/or children and/or
in a business name are not covered. parents will become eligible under this section provided
We will also provide for the emergency replacement the deposit for their return overseas travel ticket(s)
of your clothes and toiletries, if your entire luggage is has been obtained by use of the cardholder’s eligible
delayed, misdirected, or temporarily misplaced by any credit card and it is intended that they will obtain their
carrier for more than 12 hours. return overseas travel ticket(s) entirely by use of the
cardholder’s eligible credit card.
If your travel documents, credit cards or traveller’s
cheques are accidentally lost or stolen you are covered Under this section Zurich covers you for the unexpected
for their replacement and any legal liability for payment cancellation of travel arrangements and other unexpected
arising out of their unauthorised use only if: expenses, provided the claim is not covered elsewhere
in this policy. The expense must be incurred during the
n y ou have complied with all the conditions you
period of cover for one of the reasons listed below:
agreed to when your travel documents, credit cards
or cheques were issued; and n t here is a natural disaster, or a natural disaster has
recently happened or is reasonably expected to
n y ou have reported the loss to the appropriate
happen either at your destination or at your or your
authorities (e.g. police) as soon as possible after the
travel companion’s normal residence in Australia; or
discovery of the loss.
n w
hilst overseas you or your travel companion’s travel
If you are claiming for the emergency replacement
documents are lost or stolen; or
of your clothes and toiletries, you will need to obtain
written confirmation from the carrier who was n y our or your travel companion’s normal residence in
responsible for the luggage and you will need to provide Australia is destroyed; or
us with receipts for the replacement items you needed n you or your travel companion are quarantined; or
to purchase. n y ou or your travel companion are subpoenaed to
In the event of a claim you must prove your ownership attend court in Australia; or
of the property and prove the value of the property n y our pre-existing medical condition, if we have
(e.g. receipt or valuation for jewellery). If you can not given prior written approval to cover your pre-
prove the value of your property, the most we will pay existing medical condition and you have paid the
for each individual item is 10% of the limit shown for administration fee; or
the type of item in “Part A – The limits that apply and a
n y our pre-existing medical condition, if after
summary of the cover”.
purchasing your return overseas travel ticket(s),
Benefit 3: Unexpected cancellation of travel you become aware you have a medical condition,
arrangements and other unexpected expenses which we will then not provide pre-existing medical
In regard to the cover provided under this benefit, the condition cover for; or
cardholder will become eligible for the benefits when n y ou, your travel companion or a relative
the deposit for their return overseas travel ticket(s) living in Australia:
has been obtained by use of the cardholder’s eligible – dies; or
credit card and the cardholder intends to obtain their
– is seriously injured; or
return overseas travel ticket(s) entirely by use of the
cardholder’s eligible credit card. – becomes seriously ill.
34 35Note: We will need to see medical advice written by n c ancel any other travel or accommodation
a qualified and registered member of the medical arrangements that depend on your cancelled
profession regarding any of the above events and be arrangements and that you are now unable to use.
satisfied that the cancellation was appropriate and We will pay for...
reasonably necessary.
If you continue your travel
n t he unexpected cancellation of you or your travel
You may decide to continue your cancelled
companion’s authorised prearranged leave provided
travel arrangements. If you do this at the earliest
the person whose leave has been cancelled is a
possible opportunity after cancellation, we will,
full time employee of the police, fire, ambulance,
at our option, either:
defence or emergency services; or
n p
ay for any part of your cancelled travel
n y ou or your travel companion having to sit
arrangements that:
unexpected exams in regard to studies either of you
are undertaking; or – you have paid for but are unable to use; and
n a special event has been cancelled or postponed for – that are non-refundable; or
reasons beyond your expectations or control; or n p
ay the costs of a higher class of travel, or increased
n y our arranged travel is cancelled or delayed by the seasonal rates for travel, if that is the only class or
carrier because of unexpected: rate available. We will pay these costs minus the
amount of any refundable part of your cancelled
– mechanical breakdown; or
travel arrangements. We will only pay to upgrade
– weather conditions; or your travel on the type of transport you chose in
– natural disasters; or your cancelled travel arrangements.
– riots, strikes, civil commotion (but not acts of We will also pay for any part of your cancelled
terrorism, any warlike activities, war, whether it accommodation arrangements that:
has been formally declared or not, any hostilities, n you have paid for but are unable to use; and
rebellion or revolution, or military coup, or
n which are non-refundable.
overthrow of a government); or
n y ou or your travel companion are unexpectedly If you do not continue your travel
retrenched. This does not include voluntary You may decide not to continue with the cancelled
retrenchment or redundancy; or travel arrangements at the earliest possible opportunity
n t he financial insolvency or financial collapse of a after cancellation. If so, we will pay for any part of your
licensed service provider, provided the booking was cancelled travel and accommodation arrangements that:
made via a licensed travel agent. n you have paid for, but will not use; and
Important n which are non-refundable.
If you want to claim under this section, you must take How we value travel tickets or accommodation
steps to minimise your losses. As soon as possible after obtained by way of redeeming frequent flyer points.
the cancellation you must: If the travel/accommodation provider or travel agent
n recover any refund you are entitled to; and will not refund the value of the component (or will only
refund a portion of the value) of the accommodation/
transport ticket which was obtained by redeeming
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