Ticket Protection and Luggage Travel Insurance
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Ticket Protection and Luggage
Travel Insurance
Australia
Combined Financial Services Guide and Product Disclosure Statement
Efective 19 June 2019
The insurer of this product is Zurich Australian Insurance Limited (ZAIL), ABN 13 000 296 640, AFS Licence Number 232507.Table of contents Welcome
Product Disclosure Statement (PDS) ......................................... 2-12 We know travel and we know it’s about having an amazing
Welcome..................................................................................................................2 experience, enjoying yourself even when you are hundreds of
kilometres away from home. We are as enthusiastic about travel as
About this cover ...............................................................................................2
you, but we know things don’t always go to plan. That’s why we’ve
The purpose of the Product Disclosure Statement (PDS).................2 created this ticket and luggage policy.
Contact us ..........................................................................................................2 If the unexpected happens, this straightforward policy is designed
The cover .................................................................................................................3 to cover your luggage or the cancellation costs of your domestic
Benefts table....................................................................................................3 fight booked with Virgin Australia or Virgin Samoa if you need to
cancel Your trip.
Luggage item limit..........................................................................................3
Policy excess......................................................................................................3 About this cover
Comprehensive cover.....................................................................................3 This policy is available to Virgin Australia guests and Virgin Samoa
Money back guarantee ..................................................................................3 guests whose fight ticket is for a domestic fight within Australia
Travel and health..................................................................................................4 operated by Virgin Australia or Virgin Samoa.
Existing Medical Conditions........................................................................4 The purpose of the Product Disclosure
Pregnancy...........................................................................................................4 Statement (PDS)
24 hour emergency assistance........................................................................4
The PDS provides information to help you understand this travel
Claims.......................................................................................................................5 insurance policy, compare cover and make an informed decision
Important information .......................................................................................5 about whether to buy a policy.
Who is the insurer?.........................................................................................5 Please read the PDS carefully to ensure it provides the cover you
The Financial Claims Scheme......................................................................5 need. If you have any questions please contact us.
Who is Cover-More and the providing entity? ......................................5 The PDS details:
When and how benefts are provided......................................................5 • the benefts – read these together with the options to vary
cover;
Additional policy information.....................................................................5
• requirements if you have an Existing Medical Condition or are
Change of terms and conditions ...............................................................6 pregnant;
Your duty of disclosure..................................................................................6 • obligations in relation to your duty of disclosure;
General Insurance Code of Practice..........................................................6 • defnitions of ‘Words with special meaning’ where they are
The amount You pay for this insurance ..................................................6 used in the policy; and
How various factors afect the Amount Payable .................................6 • what is and isn’t covered.
Cancelling Your policy....................................................................................6 When you purchase a policy, keep a copy of this PDS and the
How a claim settlement is calculated.....................................................6 Certifcate of Insurance we’ll give you in a safe place for future
reference.
We respect Your privacy................................................................................6
Resolving complaints..................................................................................... 7 Contact us
Policy wording .......................................................................................................8 Customer Service and Claims
Words with special meaning.......................................................................8 Call 1300 135 769
Policy conditions ..................................................................................................9
The benefts .....................................................................................................10
General exclusions ........................................................................................12
Financial Services Guide (FSG).........................................................13
2The cover
Benefts table
Below is a summary of the benefts We provide and their maximum limits.
Policy benefts Limit per person
1 Ticket Protection $Unlimited
2 Luggage and Personal Efects $5,000*
3 Delayed Luggage Allowance $250
Please read the Policy Wording carefully to understand what this policy covers. Importantly, please note that exclusions, conditions, limits
and sub-limits apply.
*Luggage item limit Money back guarantee
There is an item limit of $750 which is the maximum amount You If You cancel this policy for any reason within the cooling of period
can claim for any one item, set or pair of items (including attached which is within 14 days (excluding public holidays) of the date of
and unattached accessories) after taking into account reasonable purchase, We will give You Your money back.
depreciation. See page 10 for depreciation rates and an example Our money back guarantee ensures a refund of the entire premium
of how a claim is worked out. unless You have already:
Policy excess • made a claim under the policy; or
• departed on Your Journey.
This policy has a $25 excess. Other excess amounts may be
available. Your excess will be shown on Your Certifcate of If You wish to cancel Your policy and receive a full refund, please
Insurance. call Cover-More on 1300 135 769 within the cooling of period.
Comprehensive cover
Comprehensive travel insurance plans are available online or over
the phone. For a quote or more information, please call Cover-More
on 1300 135 769.
3Travel and health Pregnancy
The following restrictions apply to any claim arising from
Your pregnancy:
Existing Medical Conditions
• No cover is available where complications of this pregnancy
This policy includes cover for claims arising from your Existing
or any previous pregnancy had occurred prior to the time the
Medical Condition(s) only.
policy was issued.
There is no cover under this policy for any claim arising from or
• No cover is available if You have a multiple pregnancy e.g. twins
exacerbated by your travelling companion’s, a Relative’s or any
or triplets.
other person’s existing medical condition
• No cover is available if the pregnancy was medically assisted
“Existing Medical Condition” means a disease, illness, medical or
e.g. using assisted fertility treatment including hormone
dental condition or physical defect that at the time the policy was
therapies or IVF.
issued meets any one of the following:
• Cover is only provided for unexpected serious pregnancy
a) has required an emergency department visit, hospitalisation or
complications which occur up until the 24th week of pregnancy
day surgery procedure within the last two years;
i.e. up to 23 weeks, 6 days. Gestational age is measured in
b) requires weeks and days and is calculated from the last known date of
(i) prescription medication from a qualifed medical practitioner Your menstrual period or calculated from staging ultrasound.
or dentist; • Childbirth is not covered.
(ii) regular review or check-ups; • Costs relating to the health or care of a newborn child are not
(iii) ongoing medication for treatment or risk factor control; covered, irrespective of the stage of pregnancy when the child
(iv) consultation with a specialist; is born.
c) has What does this mean?
(i) been medically documented involving the brain, circulatory Expectant mothers should consider if Our products are right
system, heart, kidneys, liver, respiratory system or cancer; for them when travelling after 20 weeks gestation as costs for
(ii) required surgery involving the abdomen, back, joints or childbirth and neonatal care overseas can be expensive.
spine; For assistance please call Cover-More on 1300 135 769.
(iii) shown symptoms or signs however, a medical opinion or
investigation has not been sought to confrm or provide a 24 hour emergency assistance
diagnosis;
d) is All policyholders have access to Our emergency assistance team of
doctors, nurses, case managers and travel agents 24 hours a day,
(i) chronic or ongoing (whether chronic or otherwise) and 365 days a year when travelling.
medically documented;
When You call, please have the following information:
(ii) under investigation;
• Your policy number
(iii) pending diagnosis;
• a phone number to call You back on
(iv) pending test results; or
Contact Emergency Assistance on:
f) is pregnancy or is connected with a current pregnancy or
participation in an IVF program. Call: (02) 8907 5947
If You are unsure whether You have an Existing Medical Condition, Fax: (02) 9954 6250
please call Cover-More on 1300 135 769 for assistance.
4Claims Important information
How to make a claim Who is the insurer?
Complete an online claim The insurer of this product is Zurich Australian Insurance Limited
(ZAIL), ABN 13 000 296 640, AFS Licence Number 232507.
Visit claims.covermore.com.au/travelclaims and follow the
prompts; or ZAIL is part of the Zurich Insurance Group, a leading multi-line
insurer that serves its customers in global and local markets. Zurich
Fill in a claim form provides a wide range of general insurance and life insurance
Download, print and complete a claim form from products and services in more than 210 countries and territories.
virginaustralia.covermore.com.au. Zurich’s customers include individuals, small businesses, and mid-
sized and large companies, including multinational corporations.
Add receipts and other supporting documents
ZAIL’s contact details are:
Follow the checklist for the supporting documents You need to
Mail: Zurich Australian Insurance Limited
send with Your completed claim.
PO Box 677, North Sydney NSW 2059
Submit the claim online or post it
Upload Your scanned documents and submit the claim online; or The Financial Claims Scheme
Post the completed claim form and original supporting documents to: If the insurer becomes insolvent, You may be entitled to payment
Cover-More Travel Insurance Claims Department under the Financial Claims Scheme (FCS). Access to the FCS is
subject to eligibility criteria. Please visit www.fcs.gov.au
Mail: Private Bag 913 for information.
North Sydney NSW 2059 Australia
Email: claims_processing@covermore.com.au Who is Cover-More and the providing entity?
We need original documents, so please hold on to Your documents Cover-More Insurance Services Pty Ltd ABN 95 003 114 145, AFSL
as We may request them. If You are posting them, keep a copy. 241713 (Cover-More) administers the policy (including customer
service, medical assessments and claims management) and will
For help please call 1300 135 769 (within Australia) or
usually arrange for the issue of the insurance, either directly
+61 2 8907 5038 (from overseas).
or through the appointment of distributors or authorised
When will I hear back about the claim? representatives. Alternatively, another fnancial services licensee
or its authorised representatives may arrange for the issue of this
We try to process claims as quickly as possible. insurance.
We may approve and settle, investigate or decline the claim or The person who provides You with this PDS is the providing entity.
request further information. In any case, You will hear back within The capacity in which they act is displayed in the Financial Services
10 working days from the time We receive Your claim or each time Guide on page 13 of this booklet.
we receive further information on it.
When You book a trip, You expect to be going on it. When and how benefts are provided
Travel insurance is designed to protect You from the unforeseen The benefts for which You are insured under this policy are
and the unexpected. payable:
Sometimes things happen before You even depart—unavoidable • when an insured event occurs during the Period Of Insurance
things that mean You need to amend or even cancel Your trip. causing You to sufer loss or damage or incur legal liability; and
And because We believe that travel insurance policies should be • Your claim is accepted by Us.
clear and readily understood, here are some general points on how After calculating the amount payable We will either:
to make sure You can provide Us with the documents We require if • pay for specifed Additional expenses;
You need to cancel Your trip and make a claim for cancellation or
• pay the person or provider to whom You are legally liable;
early return costs.
• pay the cash value, repair cost or arrange replacement of Your
For all health related claims, We will always need the patient’s
personal items (after deducting reasonable depreciation where
usual GP to complete Our claim form medical certifcate and certify
applicable); or
unftness to travel or the need to look after someone.
• pay You.
For a new mental health condition, in addition to the above,
referral to and a diagnosis made by a Registered Psychologist or Additional policy information
Psychiatrist is required. We’re not saying the GP can’t be the frst
port-of-call but We need specialist certifcation of unftness to The insurance We ofer You is set out in the PDS and Policy
travel or the need to look after someone. It’s the same type of Wording. It is important that You are aware of the:
thing as having a heart condition where the GP would refer to a • limits on the cover provided and the amounts We will pay You
heart specialist. (including any excess that applies);
• “Words with special meaning” found in the Policy Wording
pages 8-9;
• maximum beneft limits shown in the “Benefts table”
page 3; and
• Policy conditions and General exclusions found in the Policy
Wording pages 9-12.
5Change of terms and conditions • Departure date and trip duration – the longer the period until
You depart and the longer Your trip duration, the higher the
From time to time and where permitted by law, We may change cost may be.
parts of the Combined FSG/PDS. We will issue You with a new
• Age – higher risk age groups cost more.
Combined FSG/PDS or a Supplementary FSG or PDS or other
compliant document to update the relevant information except in
limited cases. Any updates which are not materially adverse to You
Cancelling Your policy
from the view of a reasonable person deciding whether to buy this If You cancel Your policy within a cooling-of period of 14 days
insurance, may be found on covermore.com.au. You can obtain a (excluding public holidays) days after You are issued Your
paper copy of any updated information without charge by calling Certifcate of Insurance, You will be given a full refund of the
1300 135 769. premium You paid, provided You have not started Your Journey or
You do not want to make a claim or exercise any other right under
Your duty of disclosure Your cover.
Before You enter into this contract of insurance, You have a duty of After this period You can still cancel Your policy. We will refund to
disclosure under the Insurance Contracts Act 1984 (Cth). The duty You a proportion of the premium for the unexpired period of cover
applies until (as applicable) We frst enter into the policy with You, (less any non-refundable government charges and taxes that We
or We agree to a variation, extension or reinstatement with You. have paid and are not recoverable). You are not entitled to a refund
if You have started Your Journey, You want to make a claim, or
Answering Our questions exercise any other right under Your cover.
In all cases, if We ask You questions that are relevant to Our To cancel Your cover please contact Cover-More by
decision to insure You and on what terms, You must tell Us calling 1300 135 769 (within Australia) or email
anything that You know and that a reasonable person in the enquiries@covermore.com.au.
circumstances would include in answering the questions.
It is important that You understand You are answering Our How a claim settlement is calculated
questions in this way for Yourself and anyone else that You want to When We pay a claim We consider a number of aspects in
be covered by the contract. calculating the amount. These can include:
Variations, extensions and reinstatements • the amount of loss or damage or liability;
For variations, extensions and reinstatements You have a broader • the excess;
duty to tell Us anything that You know, or could reasonably be • maximum beneft limits and sub-limits;
expected to know, may afect Our decision to insure You and on
• reasonable depreciation; and
what terms.
• the terms and conditions of the policy.
If You do not tell Us something
The following example illustrates how We will calculate claim
If You do not tell Us anything You are required to tell Us, We may settlement.
cancel Your contract or reduce the amount We will pay You if You
• Your new suit with an original purchase price of $1,000.
make a claim, or both.
• The policy has an excess of $25.
If Your failure to tell Us is fraudulent, We may refuse to pay a claim
and treat the contract as if it never existed. The claim settlement would be calculated as follows:
• Consider the value of the suit – $1,000 (no depreciation applies
General Insurance Code of Practice because the suit was new).
We are signatories to the General Insurance Code of Practice • Consider the maximum beneft limit for Luggage and Personal
(Code), which was developed by the Insurance Council of Australia Efects – $5,000.
to further raise standards of practice and service across the
• Consider the maximum item limit – $750. The item limit does
insurance industry. To obtain more information on the Code
apply in this case.
and the rights You may have under it please contact us or visit
codeofpractice.com.au. • Consider the excess. The $25 excess is applied. This results in
an amount payable of $725.
The amount You pay for this insurance
We respect Your privacy
You can obtain a quote from the providing entity. The amount
We charge You for this insurance policy is the total amount of In this Privacy Notice the use of “we”, “our” or “us” means
the premium that We calculate to cover the risk and any relevant Cover-More and the insurer, unless specifed otherwise.
government charges (such as Goods and Services Tax (GST) and Why Your personal information is collected
stamp duty). These amounts add up to the total amount You
We collect Your personal information (including sensitive
must pay.
information) for the purposes of:
Once the policy is issued Your total premium and any relevant
• identifying You and conducting necessary checks;
government charges are shown on the Certifcate of Insurance.
• determining what services or products we can provide to You
If You wish to change Your policy in any way please contact us.
and/or others;
How various factors afect the Amount • issuing, managing and administering services and products
provided to You and/or others including claims investigation,
Payable
handling and payment; and
We consider a number of factors in calculating the total Amount
• improving services and products e.g. training and development
Payable. The following is a guide on these key factors, how they
of representatives, product and service research, data analysis
combine and how they may impact the assessment of risk and
and business strategy development.
therefore Your premium.
Cover-More also collects Your personal information for the purpose
• Area – higher risk areas cost more.
of providing special ofers of other services and products that
might be of interest to You.
6How Your personal information is collected If You wish to withdraw Your consent including for things such
We may collect Your personal information through websites from as receiving information on products and ofers or Your travel
data You, or Your travel consultant, input directly or through consultant receiving personal information about Your policy and
cookies and other web analytic tools, via email, by fax, by coverage, please contact Cover-More on 1300 135 769.
telephone or in writing. More information
We collect personal information directly from You unless: For more information about how Your personal information is
• You have consented to collection from someone else; collected, used or disclosed, how to access or seek correction to
• it is unreasonable or impracticable for us to do so; or Your personal information or how to make a complaint and how
such a complaint will be handled, please contact us or refer to the
• the law permits us to collect from someone else.
relevant website.
We also collect additional personal information from other third
parties to provide You with our services and products. Cover-More Privacy Ofcer
If You provide personal information to us about another person You Cover-More Insurance Services Pty Ltd
must only do so with their consent and agree to make them aware Mail: Private Bag 913, North Sydney NSW 2059 Australia
of this Privacy Notice. Email: privacy.ofcer@covermore.com.au
Who we disclose Your personal information to Call: 1300 72 88 22
We may disclose Your personal information to other parties and Website: virginaustralia.covermore.com.au
service providers for the purposes noted above.
ZAIL Privacy Ofcer
The other parties and service providers include:
Zurich Australian Insurance Limited
• insurers and reinsurers;
Mail: PO Box 677, North Sydney NSW 2059
• medical providers, travel providers and Your travel consultant;
Email: privacy.ofcer@zurich.com.au
• our lawyers and other professional advisers;
Call: 132 687
• our related companies and other representatives or contractors
Website: www.zurich.com.au/important-information/privacy
who we have hired to provide services or to monitor the
services provided by us or our agents, our products or Resolving complaints
operations; and/or
We and Cover-More are committed to resolving any complaint or
• other parties we may be able to claim or recover against or
dispute fairly.
other parties where permitted or required by law.
If You think we have let You down in any way, or our service is
Additional parties and service providers are detailed in the
not what You expect (even if through one of our representatives),
Cover-More Privacy Policy and the insurer’s Privacy Statement. The
please let us know. We will put You in contact with someone who
contractual arrangements that we have in place with these parties
can help to resolve the complaint. You can talk over the phone,
and service providers generally include an obligation for them to
email or write:
comply with Australian privacy laws.
• Call Cover-More on 1300 135 769
We may need to disclose personal information about You to other
parties and service providers, some of whom may be located in • Write to the Customer Relations Manager
overseas countries. Who they are may change from time to time. Mail: Private Bag 913, North Sydney NSW 2059
Generally these recipients will be located in the overseas Email: customerrelations@covermore.com.au
countries You travelled to over the duration of Your policy and We will attempt to resolve the matter in accordance with our
Your claim. These recipients would usually be service providers, Internal Dispute Resolution process. To obtain a copy of our
such as medical providers, providers of travel related services, procedures, please contact us.
investigators, assessors and facilitators or our related entities that A dispute can be referred to the Australian Financial Complaints
carry out services on our behalf in relation to Your policy and Your Authority (AFCA), subject to the AFCA Rules.
claim. Further details of these types of recipients are set out in the
Its services are independent and free to You and We are bound
Cover-More Privacy Policy and the insurer’s Privacy Statement.
by determinations made by it in accordance with its terms of
We may not always be able to take reasonable steps to ensure that reference.
these recipients comply with the Privacy Act.
Australian Financial Complaints Authority
Some of the countries where these recipients are based may not
ofer the same protection or obligations that are ofered by the Act Call: 1800 931 678
in Australia. By acquiring the services and products from us You Mail: GPO Box 3, Melbourne VIC 3001
agree that You may not be able to seek redress under the Act, or Email: info@afca.org.au
from us and/or from the recipients in overseas countries, or to the
Website: afca.org.au
extent permitted by law.
You and any other traveller included on the policy consent to these
uses and disclosures unless You tell Cover-More, using the contact
details following.
Your choices
If You choose not to provide Your personal information and/or
choose not to consent and/or withdraw Your consent to the use
and disclosure of Your personal information set out in this Privacy
Notice at any stage, we may not be able to provide our services or
products or manage and administer services and products to You
and/or others.
7Policy Wording “Existing Medical Condition” means a disease, illness, medical or
dental condition or physical defect that at the time the policy was
issued meets any one of the following:
The benefts described in this policy wording should be read
in conjunction with Benefts (page 3), Travel and health a) has required an emergency department visit, hospitalisation or
(page 4), Your duty of disclosure (page 6), Words with day surgery procedure within the last two years;
special meaning (pages 8-9), Policy conditions (page 9) b) requires
and General exclusions (page 12). (i) prescription medication from a qualifed medical
THIS POLICY IS NOT VALID UNLESS THE CERTIFICATE OF INSURANCE practitioner or dentist;
IS ISSUED TO YOU. (ii) regular review or check-ups;
We will give You the insurance cover described in this policy in (iii) ongoing medication for treatment or risk factor control;
return for receiving the total Amount Payable. (iv) consultation with a specialist;
It is a condition of this policy that: c) has
• You are not aware of any circumstance which is likely to give (i) been medically documented involving the brain, circulatory
rise to a claim; system, heart, kidneys, liver, respiratory system or cancer;
• You are a resident of Australia and You have booked fight(s) (ii) required surgery involving the abdomen, back, joints or
with Virgin Australia or Virgin Samoa for domestic travel within spine;
Australia; and
(iii) shown symptoms or signs however, a medical opinion or
• You will be returning to Your Home at the completion of investigation has not been sought to confrm or provide a
the Period Of Insurance within 12 months of the Journey diagnosis; or
commencing.
d) is
Words with special Meaning (i) chronic or ongoing (whether chronic or otherwise) and
medically documented;
In this PDS the following words have the meanings shown below.
The use of the singular shall also include the use of the plural and (ii) under investigation;
vice versa. (iii) pending diagnosis; or
“We”, “Our”, “Us” means Zurich Australian Insurance Limited (iv) pending test results.
(ZAIL).
“Home” means Your usual place of residence in Australia.
“You”, “Your”, “Yourself” means the people listed as adults on
“Insolvency” means bankruptcy, provisional liquidation,
the Certifcate of Insurance. Where more than one person is listed
liquidation, insolvency, appointment of a receiver or administrator,
as an adult on the Certifcate of Insurance all benefts, limitations,
entry into a scheme of arrangement, statutory protection,
conditions and exclusions will be interpreted as if a separate policy
presentation of a petition for the compulsory winding up of,
was issued to each of the persons listed other than:
stopping the payment of debts or the happening of anything of a
a) in the event a claim arising from the one event is made, an similar nature under the laws of any jurisdiction.
excess (if applicable) will only be applied once;
“International Waters” means waters outside the jurisdiction
b) in the case of luggage item limits which shall be as per a single territory of any country.
policy.
“Journey” means the period commencing at the time You leave
“Act Of Terrorism” means an act including, but not limited to, Home and ceasing at the time You return Home.
the use of force or violence, of any person or group(s) of persons,
“On-Piste” means a marked trail or slope prepared for the purpose
whether acting alone or on behalf of or in connection with any
of skiing or snowboarding within the boundary of the ski feld or ski
organisation(s) or government(s), which from its nature or context
resort and used in accordance to any regulations published by the
is done for, or in connection with, political, religious, ideological,
ski feld or ski resort.
ethnic or similar purposes or reasons, including the intention to
infuence any government and/or to put the public, or any section “Pandemic” means an Epidemic that is expected to afect an
of the public, in fear. unusually large number of people or involves an extensive
geographic area.
“Amount Payable” means the total amount payable shown on Your
Certifcate of Insurance. “Period Of Insurance” means from the time You commence
the Journey or the travel start date shown on Your Certifcate
“Concealed Storage Compartment” means a boot, trunk, glove
of Insurance (whichever is later) until the time You complete
box, enclosed centre console, or concealed cargo area of a motor
the Journey or the travel end date shown on Your Certifcate of
vehicle.
Insurance (whichever is the earlier).
“Epidemic” means a fast-spreading contagious or infectious
Cover under Section 1 begins from the time the policy is issued. The
disease or illness in an area as documented by a recognised public
dates on Your Certifcate of Insurance can only be changed with
health authority.
Our consent.
“Professional” means undertaking any activity for which fnancial
payment is received from another person or party.
“Public Place” means any place the public has access to including
but not limited to airports, beaches, hotel foyers and grounds,
ports, private car parks, restaurants, shops and streets.
8“Registered Psychologist or Psychiatrist” means a psychologist or h) If You make or try to make a false, exaggerated or fraudulent
psychiatrist registered with and accredited by the Australian Health claim or use any false, exaggerated or fraudulent means in
Practitioner Regulation Agency (AHPRA) or, if You are overseas, trying to make a claim, We will not pay Your claim, Your cover
an equivalent regulatory body which governs psychologists under this policy will be voided (without any return of the
and psychiatrists in the jurisdiction in which You seek medical amount You have paid), We may report You to the appropriate
assistance. authorities and You may be prosecuted.
“Relative” means a person who is Your spouse, de facto; parent, i) If We agree to pay a claim under Your policy We will base any
parent-in-law, stepparent, guardian; grandparent; child, foster child, claim payment on the GST inclusive costs (up to the relevant
grandchild; brother, brother-in-law, half-brother, stepbrother, sister, limits of liability). However, We will reduce any claim payment
sister-in-law, half-sister, stepsister; daughter, daughter-in-law, by any input tax credit You are, or would be, entitled to for the
stepdaughter, son, son-in-law, stepson; fancé, fancée; frst cousin; repair or replacement of insured property or for other things
uncle, aunt; or niece, nephew. covered by this policy.
“Terminal Illness” means a medical condition for which a terminal 4. If You are able to claim from a statutory fund, compensation
prognosis has been given by a qualifed medical practitioner and scheme or Transport Provider
which is likely to result in death.
If You are able to claim from a statutory fund, compensation
“Transport Provider” means a properly licensed coach operator, scheme (for example a private health fund or workers
airline, shipping line or railway company. compensation scheme) or Transport Provider for monies otherwise
“Valuables” means articles made of or containing gold, silver payable under this policy You must do so and the policy will only
or precious metals; binoculars; jewellery; mobile phones; cover the remaining amount.
photographic, audio, video, tablet computer, computer and
5. You must help Us to make any recoveries
electrical equipment of any kind (including but not limited to
devices such as drones, computer games, portable navigation We have the right to recover from any other party in Your name,
equipment or media); precious stones; smart phones; telescopes money payable under the policy or to choose to defend any action
and watches. brought against You. You must provide reasonable assistance to Us.
6. Claims payable in Australian dollars
Policy conditions
All amounts payable and claims are payable in Australian dollars
1. Excess at the rate of exchange applicable at the time the expenses were
The excess is the frst amount of a claim which We will not pay for. incurred.
The excess applies to any claim arising from a separate event. The 7. Policy interpretation
excess is the amount shown on Your Certifcate of Insurance.
The policy shall be interpreted in accordance with the law of the
2. Limits of liability Australian State or Territory in which it is issued.
The limits of Our liability for each Section of the policy are the 8. Emergency assistance
amounts shown in the Benefts table (page 3) except the
a) Where Your claim is excluded or falls outside the policy
maximum liability for Section 1 shall not exceed the value of the
coverage, the giving of emergency assistance will not in itself
domestic fights booked with Virgin Australia or Virgin Samoa.
be an admission of liability.
3. Claims b) The medical standards, sanitary conditions, reliability
a) The loss or theft of luggage, personal efects, travel documents of telephone systems and facilities for urgent medical
or money must be reported within 24 hours to the police and evacuations difer from country to country. Responsibility for
(where applicable) the responsible Transport Provider and a any loss, medical complication or death resulting from any
written report must be obtained at that time. factor reasonably beyond Our control cannot be accepted
b) If You are admitted to hospital or You anticipate Your medical by Virgin Australia Group, Virgin Samoa, Our emergency
expenses and Additional expenses are likely to exceed $500 assistance, Cover-More or Us.
You must phone the emergency assistance number as soon as 9. Free extension of insurance
physically possible.
Where Your Journey is necessarily extended due to an
c) You must take all reasonable steps to prevent or minimise a unforeseeable circumstance outside Your control, Your Period
claim. Of Insurance will be extended until You are physically able to
d) You must not make any ofer, promise of payment or admit any travel Home by the quickest and most direct route. The Period Of
liability without Our written consent. Insurance will not be extended for any other reason.
e) You must advise Us of any claim or occurrence which may give 10. Sanctions regulation
rise to a claim as soon as possible and within 60 days of the
Notwithstanding any other terms or conditions under this policy,
return date shown on Your Certifcate of Insurance by sending a
We shall not be deemed to provide coverage and will not make any
completed claim form.
payments nor provide any service or beneft to You or any other
f) You must at Your own expense, supply any documents in party to the extent that such cover, payment, service, beneft and/
support of Your claim which We may request, such as an or activity of Yours would violate any applicable trade or economic
original police report, a Property Irregularity Report (PIR), sanctions, law or regulation.
receipts, valuations, a repair quote, a death certifcate and/or
medical certifcate.
g) You must co-operate fully in the assessment or investigation of
Your claim.
9The Benefts 13. a request by a Relative.
14. a request by Your employer, Your leave application being denied
or Your leave being revoked. This exclusion does not apply if
SECTION 1: Ticket Protection
You are a member of the police force and Your leave is revoked.
If due to circumstances outside Your control and unforeseeable at
15. a lack in the number of persons required to commence any tour,
the time the policy was issued You have to cancel the Journey, We
conference, accommodation or travel arrangements or due to
will pay You:
the negligence of a wholesaler or operator.
1. the non-refundable unused portion of Your prepaid domestic
16. customs and immigration ofcials acting in the course of their
fights purchased from Virgin Australia or Virgin Samoa.
duties or You travelling on incorrect travel documents.
2. the frequent fyer or similar fight reward points lost following
17. an Act Of Terrorism (or arising directly or indirectly from it) or
cancellation of Your prepaid domestic fights purchased from
the threat, or perceived threat, of an Act Of Terrorism.
Virgin Australia or Virgin Samoa. The amount We will pay is
calculated as follows: 18. an Epidemic, Pandemic or outbreak of an infectious disease or
any derivative or mutation of such viruses (or arising directly or
a) the cost of the equivalent class airline ticket, based on the
indirectly from these) or the threat, or perceived threat, of any
best available advance purchase airfare at the time the
of these.
claim is processed, less Your fnancial contribution towards
the airline ticket multiplied by Also refer to: General exclusions - page 12.
b) the total amount of points lost divided by Policy conditions – page 9.
c) the total amount of points used to obtain the airline ticket. SECTION 2: Luggage and Personal Efects
The maximum beneft limit for this section is $Unlimited If during the Period Of Insurance Your luggage or personal efects
(not including Valuables) are lost, stolen or damaged whilst
We will not pay for claims caused by: checked in with Virgin Australia or Virgin Samoa after deducting
1. Transport Provider caused cancellations, delays or rescheduling reasonable depreciation (where applicable and as determined by
other than when caused by strikes. Us) We will replace, provide a replacement voucher, repair or pay
2. the disinclination of You or any other person to proceed with You the monetary value of the item. It is Our choice which of these
the Journey or deciding to change plans. We do.
3. or directly or indirectly arising from, or exacerbated by, any This policy operates on an indemnity basis which means settlement
Existing Medical Condition of any other person other than You. of Your claim is based on the value of an item at the time of the
loss and not on a ‘new for old’ or replacement cost basis.
4. the death, injury, sickness or disease of any person living
outside Australia. Reasonable depreciation takes into account the amount paid
originally for the item, its age, wear and tear and advances in
5. claims directly or indirectly arising from the illness, injury,
technology.
death or hospitalisation of any person aged 85 years and over
not listed on Your Certifcate of Insurance, regardless of the Depreciation
country they live in.
6. anxiety, depression, mental illness or stress (or arising directly Deduction for each
Maximum
or indirectly from, or exacerbated by, these conditions) unless Items month of age of the
deduction
referred to and diagnosed by a Registered Psychologist or item at the time of loss
Psychiatrist as a new condition (i.e. not an Existing Medical
Condition) and: All other items (not
1.50% 60%
a) You are certifed as unft to travel by the treating Registered including jewellery)
Psychologist or Psychiatrist; or
Phones, electrical
b) the treating Registered Psychologist or Psychiatrist certifes
devices, communication
that it was medically necessary for You to amend or cancel
devices, all computers,
Your Journey to assist a Relative or another person. 2.50% 60%
photographic equipment,
7. You cancelling or amending Your Journey prior to being tablets, electronics
certifed by a qualifed medical practitioner (or a Registered equipment
Psychologist or Psychiatrist as per point 4) as unft to travel.
8. any contractual or business obligation or Your fnancial Our payment will not exceed the original purchase price of an
situation. This exclusion does not apply to claims where You are item with a limit for any one item, set or pair of items including
involuntarily made redundant from Your permanent full-time or attached and unattached accessories of $750.
permanent part-time employment in Australia and where You The maximum beneft limit for this section is $5,000
would not have been aware before, or at the time the policy
was issued, that the redundancy was to occur. The following are examples of items considered as one item for the
9. failure by You or another person to obtain the relevant visa, purpose of this insurance (an item limit will apply):
passport or travel documents. • Camera, lenses, tripods and camera accessories (attached or
10. errors or omissions by You or another person in a booking not)
arrangement. • Smart phone and cover/case
11. the standards or expectations of Your prepaid travel • Matched or unmatched set of golf clubs, golf bag and buggy
arrangements being below or not meeting the standard
• Necklace and pendant
expected.
• Charm bracelet and charms.
12. the failure of Your travel agent, Our agent who issued this
policy, any tour operator, transport or accommodation supplier
or provider (including but not limited to peer to peer services
such as Airbnb and Uber), person or agency to pass on monies
to operators or to deliver promised services.
10Claim example: SECTION 3: Delayed Luggage Allowance
A jacket purchased for $200 was one year old when it was stolen. If all Your luggage is delayed by a Transport Provider during the
A claim would be calculated as follows. Journey for more than 12 hours We will pay You up to $250 for
Item essential emergency items of clothing and toiletries You purchase
Jacket cost $200 (within item limit) whilst on Your Journey.
Depreciation The original receipts for the items and written confrmation of the
Minus $36 depreciation ($200 x 18% {i.e. 12 months x 1.5%/ length of delay from the Transport Provider must be produced in
month}) support of Your claim.
Excess If Your luggage is not ultimately returned to You any amount
claimable under this section will be deducted from any entitlement
Minus policy excess $25
under Section 2 of this policy.
Total
This section does not apply on the leg of the Journey that returns
The total in this case is $139 You Home.
We will not pay for: The maximum beneft limit for this section is $250
1. loss or theft that is not reported within 24 hours to the:
a) police; and We will not pay for:
b) Virgin Australia or Virgin Samoa (as relevant). 1. loss or theft that is not reported within 24 hours to the:
All cases of loss or theft must be confrmed in writing by the a) police; and
police and Virgin Australia or Virgin Samoa at the time of b) Virgin Australia or Virgin Samoa (as relevant).
making the report and a written report obtained. All cases of loss or theft must be confrmed in writing by the
2. Valuables, including attached and unattached accessories. police and Virgin Australia or Virgin Samoa at the time of
3. items left unattended in a Public Place. making the report and a written report obtained.
4. bicycles of any description. Also refer to: General exclusions - page 12.
5. items sent under the provisions of any freight contract or any Policy conditions – page 9.
luggage forwarded in advance or which is unaccompanied.
6. surfboards or waterborne craft of any description. This
exclusion does not apply if the item is lost, stolen or damaged
while in the custody of a Transport Provider.
7. damage to fragile or brittle articles unless caused by a fre.
8. damage caused by atmospheric or climatic conditions, wear
and tear, vermin or any process of cleaning, repairing, restoring
or alteration.
9. electrical or mechanical fault or breakdown.
10. information stored on any electronic device or other media,
including digital photos, downloaded fles, electronic
applications, programmed data, software or any other
intangible asset.
11. bonds, coupons, gift cards, stamps, vouchers, warranties,
pre-loaded or rechargeable cards including but not limited to
phone, debit or stored value cards.
12. bullion, deeds, insurance premiums, manuscripts, negotiable
instruments, precious metals or securities.
13. cash, bank or currency notes, postal or money orders.
Also refer to: General exclusions - page 12.
Policy conditions – page 9.
11General exclusions 16. claims directly or indirectly arising from:
a) pregnancy of You or any other person after the start of the
We will not pay for: 24th week of pregnancy; or
1. claims for costs or expenses incurred outside the Period b) pregnancy of You or any other person where the problem
Of Insurance. arising is not an unexpected serious medical complication.
2. claims involving consequential loss of any kind including, 17. claims directly or indirectly arising from childbirth or the health
but not limited to, loss of enjoyment or any fnancial loss not of a newborn child whatever the proximate cause of the claim
specifcally covered in the policy. is. This exclusion applies irrespective of the stage of pregnancy
at which the child is born.
3. claims directly or indirectly arising from loss, theft or damage
to property, or death, illness or bodily injury if You fail to 18. claims directly or indirectly arising from You having elective
take reasonable care or put Yourself in a situation where a medical or dental treatment or surgery, a cosmetic procedure or
reasonable person could foresee that loss, theft or damage to body modifcation (including tattoos and piercings) during
property, or a death, illness or bodily injury might happen. the Journey.
4. claims involving air travel other than as a passenger on a fully 19. claims involving or directly or indirectly arising from Your
licensed passenger carrying aircraft operated by an airline or an suicide, attempted suicide, self-inficted injury or condition,
air charter company. stress, travel exhaustion, any conduct engaged in whilst under
the infuence or efect of alcohol or drugs, the efect of or
5. claims arising as a result of war, invasion, act of foreign enemy,
chronic use of alcohol or drugs or the transmission of any
hostilities (whether war be declared or not), civil war, rebellion,
sexually transmittable disease or virus.
revolution, insurrection or military or usurped power.
20. any GST liability or any fne, charge or penalty You are liable for
6. claims arising directly or indirectly from any nuclear reaction or
because of a failure to fully disclose to Us Your input tax credit
contamination, ionising rays or radioactivity.
entitlement for the Amount Payable.
7. loss or damage caused by detention, confscation or
21. losses for which insurance or the payment of the benefts is
destruction by customs or other ofcials or authorities.
prohibited by law.
8. claims arising from any unlawful act committed by You or if You
22. claims arising from the failure of any travel agent, tour
have not been honest and frank with all answers, statements
operator, accommodation provider, airline or other carrier, car
and submissions made in connection with Your insurance
rental agency or any other travel or tourism services provider
application or claim.
to provide services or accommodation due to their Insolvency
9. claims arising from any government intervention, prohibition, or the Insolvency of any person, company or organisation they
regulation or restriction or court order. deal with.
10. claims directly or indirectly arising from circumstances You 23. claims involving You travelling (during the Journey) in
knew of, or a reasonable person in Your circumstances would International Waters in a private sailing vessel or a privately
know or foresee, at the time the policy was issued, that could registered vessel.
lead to the Journey being delayed, abandoned or cancelled.
24. claims involving participation by You or Your travelling
11. claims directly or indirectly arising from travel booked or companion (during the Journey) in hunting; racing (other than
undertaken by You: on foot); polo playing; hang gliding; of-piste snow skiing or
a) even though You knew, or a reasonable person in Your snowboarding; rodeo riding; BASE jumping; motocross; freestyle
circumstances would know, You were unft to travel, BMX riding; running with the bulls; sports activities in a
whether or not You had sought medical advice; Professional capacity; mountaineering or rock climbing using
b) against the advice of a medical practitioner; ropes, rock climbing equipment or oxygen; scuba diving unless
You hold an Open Water Diving Certifcate or are diving with a
c) to seek or obtain medical or dental advice, treatment or
qualifed diving instructor.
review; or
25. claims involving participation by You (during the Journey) in
d) to participate in a clinical trial.
riding a four wheel motorcycle such as a quad bike or ATV (All
12. claims directly or indirectly arising from the illness, injury, Terrain Vehicle) even as a pillion passenger.
death or hospitalisation of any person aged 85 years and over
26. claims involving participation by You (during the Journey) in
not listed on Your Certifcate of Insurance, regardless of the
motorcycling or moped riding where:
country they live in.
a) whilst in control of a motorcycle or moped You do not hold
13. claims in respect of travel booked or undertaken after Your
a valid Australian motorcycle rider’s licence or Australian
Terminal Illness was diagnosed.
motor vehicle driver’s licence, and a licence valid in the
14. claims arising directly or indirectly from, or exacerbated by, relevant country;
any Existing Medical Condition of Your travelling companion, a
b) whilst You are a pillion passenger the driver does not hold a
Relative or any other person.
licence valid in the relevant country;
15. claims directly or indirectly arising from pregnancy of You or
c) the motorcycle/moped has an engine capacity of more than
any other person:
250cc; or
a) where complications of this pregnancy or any previous
d) whilst in control of a motorcycle or moped or as a
pregnancy had occurred prior to the time the policy was
passenger You are not wearing a helmet.
issued;
27. any beneft, or provide cover, if the provision of a payment,
b) You have a multiple pregnancy e.g. twins or triplets; or
beneft or cover would result in Us contravening the Health
c) where the conception was medically assisted e.g. using Insurance Act 1973 (Cth), the Private Health Insurance Act 2007
assisted fertility treatment including hormone therapies (Cth) or the National Health Act 1953 (Cth) or any applicable
or IVF. legislation (whether in Australia or not) or where We do not
have the necessary licenses or authority to provide such cover.
12Financial Services Guide Further information
For more information about remuneration or other benefts
This Financial Services Guide (FSG) is an important document received for the fnancial services provided, please ask the Agent
designed to help You decide whether to use the fnancial within a reasonable time of receiving this FSG and before You
services ofered. choose to buy this product.
It contains information about how Cover-More Insurance Services Complaints
Pty Ltd ABN 95 003 114 145, AFSL 241713 (Cover More) administers If You have a complaint about the fnancial services provided by
and arranges the policy directly or through its authorised Cover-More or the Agent please refer to the PDS for details of the
representative or distributor (Agent). complaint resolution process.
What fnancial services are provided?
What professional indemnity insurance arrangements do
Cover-More holds an Australian Financial Services Licence that we have in place?
allows both Cover-More and the Agent to provide You with factual
Cover-More holds professional indemnity insurance covering
information (distributors) or general fnancial product advice
errors and mistakes relating to the provision of fnancial services
(authorised representatives) about this travel insurance product
provided by Cover-More, its employees, the Agent and the Agent’s
and to arrange this product for You. Cover-More is responsible
employees (even after they cease to be employed). Cover-More’s
for the provision of these services. The Agent is an authorised
policy meets the requirements of the Corporations Act.
representative or distributor of Cover-More.
The Agent acts on behalf of Zurich Australian Insurance Limited Who is responsible for this document?
(the insurer), the issuer of this product. Cover-More acts under The Agent is responsible for the distribution of the FSG in this
a binder authority from the insurer. This means that Cover-More document. The insurer is responsible for the PDS. Cover-More has
(and the Agent acting on behalf of Cover-More), can arrange this authorised the distribution of this FSG.
policy and Cover-More can handle or settle claims on behalf of This Combined FSG and PDS was prepared 23 April 2019.
the insurer. Cover-More and the Agent act for the insurer when
providing these services. You can fnd full details of Cover-More
and the insurer on page 5 of the PDS.
Cover-More or the Agent are not authorised to give You personal
advice in relation to travel insurance. Any advice given to You about
travel insurance will be of a general nature only and will not take
into account Your personal objectives, fnancial situation or needs.
You need to determine whether this product meets Your travel
needs.
How are we paid?
Cover-More
Cover-More is paid a commission by the insurer when You buy this
travel insurance policy. This commission is included in the premium
that You pay and is received after You have paid the premium. The
commission is a percentage of the premium.
Cover-More may also receive a share of the proft earned by the
insurer if the insurer makes an underwriting proft in accordance
with the underwriting targets it has set. This amount is calculated
and paid retrospectively only when the insurer exceeds its
underwriting targets in a given year.
Cover-More employees are paid an annual salary and may be paid a
bonus based on business performance.
The Agent, and/or its associates
The Agent and/or its associates are paid a fee and/or commission
by Cover-More for arranging Your travel insurance policy. This
amount is paid out of the commission that Cover-More receives
from the insurer.
The Agent’s employees may receive salaries, bonuses and/or
company dividends in their own business depending on the nature
of their employment. Bonuses may be linked to general overall
performance, including sales performance and may include all or
part of the commission received by the Agent.
The Agent, and/or its associates, may also receive other fnancial
and non-fnancial incentives from Cover-More for arranging Your
travel insurance policy. Such incentives may be dependent on a
number of performance related or other factors and may include,
for example, a share of Cover-More’s proft, bonus payments, prize
pools, sponsorship of training events and conferences, marketing
promotions and competitions.
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