You don't need to be an Australian permanent resident or citizen to take out a policy with us. If you’re on a temporary resident visa like the 457, or even a working holiday visa, you can still be covered. Our only requirement is that you’ve lived in Australia for 3 months or more at the time you purchase your policy.
Non-residents should be aware that for the purpose of the policy their country of residence is considered to be Australia. This means that
- In the event of a medical emergency overseas we would consider the cost of repatriating you to Australia. We won’t cover the cost of sending you to your home country or country of permanent residence.
- There is no cover for medical treatment received in Australia.
- Cover for cancelling or curtailing your trip due to the illness, injury or death of a relative will be limited to Close Relatives (as defined) under 85 who are living in Australia.
We provide individual policies for travellers who are 18. Travellers under 18 can be covered individually on trips where they will be with a responsible adult the entire time. Responsible adults can include non-family members like teachers or airline cabin-crew.
Polices for under 19 year olds need to be set up over the phone. Call us on 1300 669 999 to organise a quote.
We recommend you take out travel insurance as soon as you put money down for your trip.
To claim for cancellation of your trip, you’ll need to have a policy in place at the time that the issue which causes you to cancel arises. Cancellation cover is limited to specific reasons, including serious illness or injury, and redundancy.
After you buy a policy from us you have 19 days to decide if the cover is right for you. If you decide that the cover is not suitable – for any reason – you can ask us to cancel the policy. As long as you haven’t travelled or made a claim, we’ll be able to give you a full refund.
You can cancel the policy within the cooling off period provided no claims have been made and you have not commenced your trip. To do this simply email us your policy documents stating that you wish to cancel the policy, that you have not travelled under the policy and that you haven’t and won’t be lodging any claims. We will email you confirming the cancellation and that a refund has been issued. From here, the money takes 3-5 working days to show in your account.
Our rates have a built-in discount if there's more than one adult on the policy.
On top of this, you can name up to three children aged 2-18 and up to two children under 2 on your policy for free when travelling with you as their parent or grandparent. You may, however, be required to pay a premium to cover any pre-existing medical conditions.
If you are travelling with 9 or more people, call us to organise an extra 10% off your policy. See our Group Travel Insurance page for more details.
If you need to come home early, our policy covers your additional transport and accommodation costs. It also provides a proportional refund for irrecoverable trip costs. There are terms and conditions that apply. These can be found in our PDS, they include that:
- Your family member must be under 85 and living in Australia.
- They must be your spouse, fiancé, parent, parent-in-law, child, child-in-law, grandparent, grandchild or sibling.
- Their illness, injury or death must be unforeseeable, and cannot have resulted from a pre-existing medical condition.
Our Premier Domestic policies provide cover for Personal Baggage up to a maximum of $7,500 per person. This maximum you can claim for a single item, or set (eg. golf clubs), is $750. The most you can claim all-up for items that the policy defines as Valuables is $750.
Our Standard Domestic policies provide cover for Personal Baggage up to a maximum of $5000 per person. This maximum you can claim for a single item, or set (eg. golf clubs), is $500. The most you can claim all-up for items that the policy defines as Valuables is $500.
On both policies we make an exception for laptops, cameras and video recorders, where you are covered for up to $2,000 in total.
On international trips you have up to $3,000 cover in total for lost, damaged or stolen laptops, cameras and video recorders. You can apply the full $3,000 cover limit to just one of these items if necessary.
Other Valuables and electronics, such as mobile phones, jewellery and sunglasses are insured up to $750 in total on international trips.
On Domestic trips you have up to $2,000 cover in total per person for lost, damaged or stolen laptops, cameras and video recorders. You can apply the full $2,000 cover limit to just one of these items if necessary.
Other Valuables and electronics, such as mobile phones, jewellery and sunglasses are insured up to $750 in total per person on Premier Domestic policies and $500 in total per person on Standard Domestic Policies.
Our policy includes certain cover for Personal Money when it is stolen from your person or from a locked safe or safety deposit box.
Personal Money is a defined term in our policy and can include: cash (bank notes and coins), travellers cheques, cheques, postal and money orders. There is no cover for stolen debit or credit cards.
Our Standard policy covers each insured traveller for up to $250 for cash and up to $2000 in total for all Personal Money and Travel Documents. Our Premier policy covers each insured traveller up to $500 for cash and up to $3000 in total for Personal Money and Travel Documents.
Our policy provides certain cover for passports, visas or travel tickets when they are on your person or in a locked safe or safety deposit box. The cover is available for lost, damaged or stolen items and includes necessary and reasonable costs associated with obtaining replacements.
Our Standard policy covers up to $2000 per person for Personal Money and Travel Documents, our Premier policy covers up to $3000.
Our Domestic policies provide certain cover for travel documents when they are on your person or in a locked safe or safety deposit box. The cover is available for lost, damaged or stolen tickets and passports. Cover can include costs associated with obtaining a replacement for these items when it is necessary and reasonable to do so on your trip.
We consider each individual named on the insurance as being separately insured. This means that policy cover limits and excesses apply per person. However, the price that you can see when you get an online quote is the total price for all those to be insured.
Our policies cover yachting and boating in coastal waters within 10km of shore at no extra cost. With our Sports / Adventure Pack A we can cover yachting and boating in coastal waters within 20km of shore.
We don’t, however, offer cover where competitive racing or professional sports are involved and, there is no Personal Liability cover related to the ownership or use of water craft, for whatever purpose.
Yes, but you will need to purchase a South Pacific region policy.
This is because Domestic policies (including policies where only ‘Australia’ is selected as a destination) do not provide cover for medical treatment that may be required on the ship, or for medical evacuation from the ship to shore.
Please note that we do not cover the cost of medical treatment received on land in Australia.
Find out more about our cruise cover on our cruise travel insurance page. See the above question for information on covering international cruises.
Our Travel Delay cover can apply in cases where a flight is delayed as a result of a volcanic ash cloud event. The delay must be more than 6 hours and the event must not have taken place before you took out your insurance or booked your trip. If your outbound flight is delayed for more than 12 hours certain cover for trip abandonment may also apply.
If you would like information about a specific ongoing volcanic ash event then please contact our customer care team for more information.
We are often able to offer a policy extension. Extensions are granted at the discretion of the insurers. To issue an extension, we need to have everything in place before your existing policy expires. We also need to have confirmation that you’re intending to return to Australia at the end of the extension period.
If you’d like to extend your policy, please contact us for an extension form. To process your extension we’ll need your completed form returned to us at least 5 working days before your policy expires.
Yes, if you are planning to permanently move overseas, we can cover your trip from your current country of residence to your destination country.
One-Way cover will start when you leave your current home and end when you enter the country you are moving to. When necessary, repatriation will be to the most appropriate country as determined by us. This could either be your final country of destination, your current country of residence or your country of citizenship.
One-Way trip cover can only be taken out over the phone, so please give us a callif you would like to apply or get a quote.
You can submit a claim upon your return to Australia or whilst still on your trip. Our claims administrators are able to email claims forms to you. Depending on circumstances, we may require you to provide original supporting documentation (e.g. receipts) by post.
Contact us. We are committed to handling disputes and complaints fairly and within a reasonable time frame. Our Customer Care team can help you raise a formal complaint and explain our dispute resolution process to you.
If your dispute does not have a satisfactory outcome, you have the option of contacting the Australian Financial Complaints Authority (AFCA). AFCA is an independent body that aims to resolve Australian insurance disputes lodged on or after 1 Nov 2018. AFCA is free of charge and can be reached on 1800 931 678.
The insurers are certain underwriters at Lloyd's of London. Lloyd's is the world's leading insurance market and covers all classes of business from more than 190 countries worldwide. To view the current Insurer Financial Strength Ratings of the Lloyd's market see Lloyd's Market Ratings. Lloyd's are members of the Insurance Council of Australia (ICA) and the Australian Financial Complaints Authority (AFCA.)
Once you have completed medical screening, we will tell you straight away whether your Pre-Existing Medical Conditions can be covered.
If your Pre-Existing Medical Conditions can be covered - the policy price will be updated to show two prices: one with Pre-Existing Medical Conditions included and one with them excluded. If you chose to take the policy with your conditions excluded, it is important to understand that claims related directly or indirectly to them will not be covered.
If your Pre-Existing Medical Conditions cannot be covered – you are still able to take out a policy. However, it is important to understand that claims related to your Pre-Existing Medical Conditions will not be covered.
If you do not want to be covered for Pre-Existing Medical Conditions on your policy you will still need to declare them. After the declaration is made you will be given the option to exclude them from cover.
Unfortunately no, there is no cover for claims relating to the Pre-Existing Medical condition of another person. This includes cancellation or curtailment claims that relate to the Pre-Existing Medical Condition of a Close Relative, travelling companion or Close Business Colleague.
Our policies include certain cover for pregnancy up to the end of the 25th week in respect of medical expenses, cancellation and curtailment costs if you meet all of the following criteria:
• no complications exist with the pregnancy at the time the insurance is purchased or the Trip is booked, whichever is the later
• the pregnancy did not result from assisted reproductive programmes
• you are not travelling against doctor's advice, have not been given a terminal prognosis and are not planning to get medical treatment or convalescent care on your trip
• it is not a multiple pregnancy
However this cover excludes childbirth or care of newborn.
Pregnancy Extension Option - Where you have applied for and paid the appropriate additional premium, this policy extends to provide certain cover for unexpected costs (including childbirth and care of a newborn born during a trip after the 25th week) for a pregnancy where:
• Help with a medical bill which is too large to pay upfront.
It is best to contact Intana as soon as possible when one of the above situations occurs. In any case, they must be contacted within 48 hours of admission to hospital for inpatient care and before arrangements for curtailment of your trip or emergency repatriation are made.
For medical costs which do not meet the above criteria, the usual process is to pay the bill as usual and lodge a claim within 31 days of your return to Australia.