FAQs

A: Yes, if unfit to travel, section A of the policy covers trip cancellation due to an unexpected illness or injury, provided it is confirmed in writing by a doctor. Pre-existing illness or injury is excluded unless the condition is declared and accepted. For more information see When pre-existing medical conditions are covered under the section How This Policy Works.

A: No, there is no coverage under the policy for failure to hold or obtain all required documentation for your trip.

A: Yes, cancellation or trip change due to natural disasters are covered under Section A, provided no official warning was issued before you purchased your policy or booked your trip. Natural disaster is defined in the policy and does not include a pandemic or epidemic.

A: Yes, in the event of a medical emergency outside of Australia, the cost of emergency medical treatment is covered under Section B.  

A: Pre-existing medical conditions are generally excluded. However, the exclusion does not apply under Section A and Section B of the policy to medical conditions declared at the time of application, which are subject to medical assessment and acceptance. Your certificate of insurance and medical conditions declaration list all covered medical conditions. For more information see When pre-existing medical conditions are covered under the section How This Policy Works.

A: This policy does not cover any loss or costs arising from pre-existing medical conditions (as defined in the policy), unless:

1. when purchasing the policy, you declared your medical conditions and complete a medical assessment;
2. Chubb accepts cover for your medical conditions; and
3. your medical conditions are listed as declared and covered on your medical conditions declaration and certificate of insurance.

When answering Chubb’s questions regarding your medical conditions, you have a duty to take reasonable care not to make a misrepresentation. This means you are responsible for providing complete, honest, and accurate responses to all questions. If you misrepresent or fail to disclose a requested medical condition, it may result in exclusion of all medical conditions that meet the policy’s definition of Pre-Existing Medical Condition. For more information see the section Disclosure Requirements. 

A: The policy does not pay any benefit, loss, or costs arising from or relating to:

• undiagnosed medical conditions where you are experiencing symptoms, but a medical diagnosis has not been sought or you are awaiting investigation or test results (go to policy heading Undiagnosed pre-existing medical conditions for more details).
• routine medical or dental treatment, cosmetic treatment, pre-planned treatment (go to policy heading Excluded treatment under Section B for more details).
• starting a trip when a doctor has deemed you unfit to travel (go to General Policy Exclusions for more details).

Refer to the policy for the full terms, conditions and exclusions.

A: If after the issue date of your policy but before your trip start date, you experience any change in your health that would change any of your answers on your medical conditions declaration you must notify your booking travel agent or Chubb immediately. Your booking travel agent can update your medical conditions declaration or refer you to Chubb. Changes to your health might include, but are not limited to, taking of any new prescribed medication, a doctor recommends further medical testing or treatment, any newly diagnosed medical condition, or any change to or worsening of a declared medical condition.

Depending on the change to your health, we may need to reassess your declared medical conditions and change your coverage. Our acceptance to a change in coverage for declared medical conditions is not guaranteed. If accepted, an additional premium may apply. If not accepted, we may cancel the policy. For more information see Cancelling Your Policy heading below.

If you are not sure whether you need to tell us about something relating to your health, please contact Chubb for advice. Failure to notify us of a change to your answers relating to your declared medical conditions may entitle us to exclude that medical condition if it meets our definition of pre-existing medical condition.

A: Pregnancy itself is not a pre-existing medical condition under the policy. However, any past medical condition relating to a previous pregnancy and any pregnancy complications before the issue date are considered pre-existing medical condition and excluded. When purchasing the policy, you can apply for coverage of pregnancy related pre-existing medical conditions by declaring your medical conditions and completing a medical assessment. For more information see When pre-existing medical conditions are covered under How This Policy Works.

A: No, items loaned, hired or entrusted to you are excluded under the policy. For more information see Excluded Items under Section G. 

A: If luggage is delayed for 12 hours or more, the policy covers the cost to purchase essential emergency clothing and toiletries, up to the benefit limit specified in your plan. If the delay exceeds 36 hours, the reimbursement limit is increased up to the benefit limit specified in your plan. For more information see Section F of the policy.

A: Yes, if flight is delayed for 6 hours or more, the policy covers costs for additional accommodation (room-only) up to the benefit limit specified in your plan. For more information see Section F of the policy.

To be eligible for coverage under the policy all the following are required:

1. purchase your policy before your trip begins
2. start and end trip in Australia
3. all covered persons must be 90 years of age or younger at the issue date and a resident of Australia.

For more info see Who is eligible for this policy under How this Policy Works.

Cancellation and pre-trip change coverage under Section A start form the issue date of the policy.  All other coverages begin from the start date of your trip. For more information see the section of the policy on When Your Policy Begins and Ends. 

A: If you need to make changes to your policy, or if you find any errors or mistakes in the information shown on your certificate of insurance, or cancel your policy, please contact your booking travel agent directly or Chubb. For more information see the section of the policy on When Your Policy Begins and Ends. 

A: Yes. The policy provides for cancellation for any reason within 14 days of issue (cooling-off period). You will receive a full refund of the premium you paid, if you have not started your trip, made a claim, intend to make a claim, or exercise any other right under the policy. For more information see the section on Cancelling your policy. 

A: If you have an emergency overseas, please contact Chubb Assistance to assist.

For non-emergency claims, you can submit your claim online by visiting the Chubb Australia Claims Centre at www.chubbclaims.com.au. You must provide us with details of your loss and available documentation to support your claim. 

A: Chubb Assistance is an emergency assistance service. Support is available for emergency advice and assistance services 24 hours a day, 7 days a week for medical or other emergencies while on your overseas trip.

In the event of a medical or similar emergency, simply call our emergency response team on +61 2 8907 5666 to get immediate assistance and help accessing vital services in your local area.

For more information see Chubb Assistance for emergencies under How to Contact Us.