Travel Insurance FAQs
Browse answers to the most common questions we get asked about travel insuranceInsurance can be a complicated concept to dive into. On the face of it, it’s fairly simple; you pay a certain amount to protect yourself against unexpected mishaps. The business model for insurance companies works on the assumption that most people don’t have to make claims. You’re paying for the protection and the peace of mind.
Yet insurance is anything but simple. Once you start examining exclusions, conditions, hypotheticals, and best- and worst-case scenarios, you have a complex system that can make it difficult to understand exactly what you’re purchasing.
That’s why we’ve put together some select FAQs to help you out.
We know the types of questions our customers often ask, so we’ve put together this list to help you out as a handy resource. However, it’s not exhaustive. Do know that we strive to demystify your insurance policy wherever possible. In that spirit, give us a call if you’re unsure about any aspect of our travel insurance offerings.
The best time to get travel insurance is as soon as you start booking the elements of your trip. That’s because this ensures you have coverage against certain unforeseen events that might occur before you leave. If you book a trip and then need to cancel the trip for a covered reason, not having travel insurance means you may lose out financially. That’s why covering your trip as soon as possible is the wisest option. However, you can still purchase travel insurance right until the day of departure.
You can buy travel insurance up to 365 days ahead of your trip.
Benefits are the elements covered by your travel insurance policy. These can range from airfare reimbursement to overseas medical emergency cover. The level and number of benefits will depend on your chosen plan - please contact us for more information. You can also opt to have additional benefits, such as a cruise pack or cover for rental vehicle excess.
Here are the most common benefits:
WAS Travel Insurance has a plan for you regardless of whether you’re travelling solo or in a group. Group travel insurance enables you to provide coverage for multiple travellers under a single policy. In this way, it’s ideal for families or friends to travel together. As long as your travelling companions are listed on the policy, they can receive cover.
WAS Travel Insurance can cover a variety of trip types. Browse our specific trip type pages for more detailed information. All travellers should be able to get a policy that suits their travel plans:
Yes, travel insurance policies in Australia often include an age limit, typically between 60 and 75 years old. However, WAS travel insurance can cover travellers up to 99 years old. You must also be at least 18 years old to purchase a WAS travel insurance policy.
Travel insurance policies always come with certain exclusions, conditions, and limitations. These will vary depending on the policy/plan that you choose. It is always important for you to refer to our policy documents and read them carefully to fully understand your policy’s exclusions, conditions, and limitations.
Yes, you can upgrade your travel insurance policy, depending on your needs. Upgrading your policy can provide additional benefits. Upgrades through WAS include our motorcycle pack and our ski and snowboard pack You can easily request a plan change - don’t forget to have your personal details and quote number ready.
Our definition of a pre-existing medical condition is, in the 12 months before buying the policy:
- a medical or dental condition of which you’re aware, or the related complication you have, or the symptoms of which you’re aware;
- a medical or dental condition currently being, or has been, investigated or treated by a medical practitioner (including a dentist or chiropractor);
- any condition for which you take prescribed medicine. Doesn’t apply to common colds, flu or contraceptive medication;
- any condition for which you’ve had surgery; or
- any condition for which you see a medical specialist.
This definition applies to you, your travelling party, a close relative or any other person named on the Certificate of Insurance.
Review the full details in your policy, including the automatically covered conditions, to confirm you have appropriate coverage for your needs.
Travel insurance isn’t just for international trips; you can get coverage for domestic holidays, too. Please visit our domestic travel insurance page for more information.
Limits refer to the maximum amounts an insurance company will pay for a covered claim. Some insurance companies will let you alter your limits during the quote process (you can pay a larger premium to increase limits). Sub-limits are specific limits within the overall policy limit. These sub-limits apply to specific claims, like those related to medical expenses or lost luggage. So, for example, your sub-limit of $300 per insured person for lost luggage means that is the maximum amount the insurance company can pay out. Understanding these limits is crucial so you’re aware of your level of coverage and so you can avoid any surprises during a claim.
Our process is simple and straightforward. For detailed instructions on how to file a claim, please visit our claims page. Please note you’ll likely need to provide evidence to support your claim - this could be receipts for medical expenses or communication with an airline, for example.
This will depend on the specifics of your policy. Generally, trip interruption benefits cover unforeseen events. Think of things like medical emergencies, severe weather, natural disasters, and family emergencies. If one of these events disrupts your trip, you can receive reimbursement for some unused travel arrangements. It may be that you also receive compensation for additional costs related to returning home early. Please read the PDS for a full list of covered events.
You should immediately report your lost luggage to the airline or different transport provider. Get written confirmation from them that the luggage/belongings are lost. You can then contact WAS Travel Insurance and provide all documentation, including the transport company’s report and a detailed list of all your lost items. From here, we’ll begin to process your claim.
Your WAS travel insurance policy may cover the rental vehicle insurance excess if your rental car is damaged or written off in an accident. However, you must have selected the Rental Vehicle Excess add-on to your policy and have comprehensive motor insurance cover. Be sure to check that the policy aligns with your chosen rental vehicle agreement. Carefully looking at the terms and conditions can confirm you have the appropriate protection relating to rental car excess.
If you experience a severe medical emergency, our travel insurance can cover air ambulance services and medical evacuations to transport you to the nearest hospital. We can even cover travel back to Australia if necessary. This ensures you receive the most appropriate medical care available. However, note that this coverage applies only where medically necessary, and we have authorised the decision.
Follow these steps if you lose your passport:
- Contact the nearest embassy or consulate
- Let the local police know
- Contact our 24/7 emergency assistance team
We can provide support to help you get some emergency travel documents from the Australian government.
It’s important to understand the general exclusions of your policy. These are outlined under the general exclusions section of your part of your policy. Within WAS policies, we are clear on the invalidity of claims relating to alcohol or drug use:
We’ll not cover any loss in connection with:
- chronic use of alcohol;
- substance abuse or drug abuse (whether over the counter, prescription or otherwise); or
- ingestion of non-prescription drugs or substances (such as marijuana, ecstasy, methamphetamines, heroin)
Consider reading the general exclusions to fully grasp other circumstances in which WAS will not support your claim, such as if you’re involved in criminal activity.
You’ve got 21 days (known as the ‘cooling off period’) from the day you buy your policy to cancel and get a full refund. This gives you time to read the PDS and check the policy is right for you. It’s still possible to cancel your policy outside of the cooling-off period, but you won’t receive a full refund. Instead, it may be based on a pro-rata calculation.
In all cases, whether or not you cancel within the cooling-off period, we will only consider a refund if:
- you haven’t started your trip; and
- you haven’t made a claim; and
- you don’t intend to make a claim or exercise any other right under your policy
Please check your emails from WAS. You should have received a confirmation email with your policy documents attached. This is called your Certificate of Insurance. If you can't find your email, then reach out to our customer service team, who will be able to offer help.
If you feel our service has let you down in any way, we’re very sorry and will be keen to hear about your situation. We will do our best to rectify the situation for you. Contact us via this form on our website or call us at 02 5300 2836 (within Australia) or +61 2 5300 2836 (outside Australia).