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The policy is available for citizens or residents of Australia travelling on any airline.
02. Is there an age limit to purchase MHinsure?
Yes. These policies are not available to persons aged 71 years or older. Traveller age refers to age at the date of policy issue, not the commencement of the journey.
03. What happens after I fill out the online application and give you my payment details?
If you pay online by credit card, you will receive a confirmation email which includes Certificate of Insurance and Combined Financial Services and Product Disclosure Statement. Your policy details are transmitted to our database immediately, you are covered right away!
TRAVEL INSURANCE COVERAGE
04. Am I covered if I work overseas?
These travel insurance is designed for the leisure traveller, and typically does not cover events linked to employment overseas. In most circumstances, if you suffer an injury on-the-job you may be entitled to seek compensation from your Employer in the first instance.
05. Are 'business travellers' eligible to purchase your policy?
Yes. These travel insurance is designed for leisure and business travelers alike. The Annual Frequent Traveller travel insurance is designed for the business traveller in mind with a maximum period for any one journey being 37 days for leisure travel or 90 days for business travel.
06. If I return home earlier than planned, can I get a partial refund on my insurance?
Sorry, but no. Once your journey commences, we are unable to refund any part of the premium.
07. If I can't make the trip, can I cancel my policy?
Yes, you can. However we would not refund any part of your premium if you cancel your policy (other than in the first 14 days after issue of your Certificate of Insurance as per our Cooling off Period).
08. I am currently overseas and have no insurance - can I still take out your policy?
No. These policies are all designed to be taken before you commence your journey from Australia and cover you from when you leave your home until you get back to Australia.
09. What happens if I get sick whilst overseas?
These policies entitle you to medical assistance and cover for the costs of treatment. You are free to choose your own medical advisor or we can appoint an approved medical advisor to see you, unless you are treated under a Reciprocal Health Agreement. (refer to your Combined Financial Services Guide and Product Disclosure Statement for details)
When you buy a policy, you're provided with a policy number and an assistance number that you can phone free of charge from anywhere around the world, 24 hours a day, 7 days a week, 365 days a year. Contact us immediately if you have a medical problem whilst overseas on 61 7 3305 7499 (reverse charge).
10. Why do travel insurance policies not cover medical expenses within Australia?
These travel insurance policies do not cover medical costs incurred within Australia because it is designed to cover medical expenses while you are in a foreign country only.
11. What happens if I'm injured overseas and have to be evacuated back to Australia?
These liability ends upon safely repatriating you to home soil, where you are assimilated into the local healthcare system.
12. Do you cover my luggage?
Yes we do except for Plan C Budget, however, we may refuse to pay a claim if you do not take all reasonable precautions to protect your luggage, which means ensuring that you do not leave it unsupervised and taking all necessary steps to avoid any loss or damage.
13. I might have a 'pre-existing medical condition' - how do I tell?
You will find a full definition in the Combined Financial Services Guide and Product Disclosure Statement (including Policy Wording).
14. Can my 'pre-existing medical condition' be covered?
No. Pre-existing medical conditions are not covered. Please refer to the Combined Financial Services Guide and Product Disclosure Statement for full details.
15. What should I do in the case of an emergency?
Phone our assistance line and our team will be able to help you to deal with your emergency. These numbers appear on your Certificate of Insurance and also on our Contact Us page of this site.
TRAVEL INSURANCE CLAIMS
16. Do I have to pay an excess if I make a claim under my policy?
These policies have no excess
17. How do I make a travel insurance claim?
You can download the form from this site. This form must be forwarded to us, together with original documents (such as receipts, medical reports, invoices, police reports, etc)
18. I've downloaded a manual claim form - do I have to complete the medical certificate on the back of the claim form?
If you claim relates to medical expenses, you need to have your regular doctor in Australia complete this section of the form.
19. I'm a little confused - The claim form asks for a "Certificate Number" and "Policy Number". What is the difference?
If you're completing a form and it prompts you for either of the above, just put the policy number listed on your Certificate of Insurance. (Yes, both terms relate to the same number)
20. What kind of documentation is required to process my claim?
Whether applying online or manually, you may be prompted to send us original documents, such as reports or receipts. Typically, these documents are requirements and we are unable to action the claim without the relevant supporting documentation. Each type of insurance claim that you can make may have a different document required (for example, medical report, invoice, receipt, police report), we will always advise you of any document required to action your claim.
21. How am I assured of a fair decision when I make a claim?
We proudly support the General Insurance Code of Practice. The purpose of the Code is to raise the standard of practice and service in the general insurance industry. If we refuse your claim, you may refer this decision to our enquiries and complaints manager, who has an independent decision making authority. If this does not resolve the matter, you may contact the industry's independent external complaints scheme, the Insurance Ombudsman Service.
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