Ticketmaster Ticket Insurance FAQs

PLEASE NOTE:
Throughout these FAQs:

  • The term "PDS" refers to the Ticketmaster Ticket Insurance Combined Financial Services Guide and Product Disclosure Statement (including Policy Wording)
  • Some words may have special meanings - refer to "Words with Special Meanings" in the PDS before reading these FAQs
  • The answers given are only a brief summary - you must read the PDS carefully for complete details of what is covered. Importantly, please note that exclusions do apply, as well as limits to the cover.

 

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How do I purchase Ticketmaster Ticket Insurance?

Ticketmaster Ticket Insurance can only be purchased online at the time of your ticket purchase.
All you need to do is select 'Yes, protect my ticket purchase' when you're purchasing your tickets online.

Who can purchase this policy?

Cover is available for anyone purchasing an admission ticket for an event from Ticketmaster.com.au, for all ages, irrespective of your citizenship or residency.

When am I covered?

Cover begins when your Ticketmaster Ticket Insurance policy is issued (you'll receive an email with your Certificate of Insurance within 24 hours of purchasing your ticket and policy). Cover ends when the event begins or a claim is made, whichever happens first.

What is covered?

Ticketmaster Ticket Insurance covers for the unused ticket cost if you are unable to attend the event because of any of the following circumstances that are neither expected nor intended by you, and are outside your control:

  • Injury or Sickness - preventing you or your companion from being able to attend the event, or if a relative requires care by you or your companion
  • Death - you, your companion or a relative passes away
  • Transport accidents - where you suffer a bodily injury on the way to the Event which prevents you from attending the Event.
  • Vehicle breakdown - you or your companion's car breaks down within 48 hours of the event
  • Transport cancellation or delay - you or your companion's scheduled or connecting transport is cancelled, delayed, shortened or diverted because of strike, riot, hijack, civil protest, weather or natural disaster
  • Home or business issues - you or your companion's home or place of business is uninhabitable due to fire, explosion, weather, natural disaster, burglary or vandalism
  • Assault - you or your companion are the victim of an assault causing bodily injury
  • Redundancy - you or your companion are made redundant from full-time permanent employment
  • Work relocation - you or your companion are required to relocate more than 100 kilometres from your usual place of work
  • Jury duty - you or your companion are required to do compulsory jury duty
  • Military orders - you or your companion are unable to attend the event because of military orders.

By taking out Ticketmaster Ticket Insurance when you book tickets online, you will be entitled to a refund of the unused ticket value and booking fee up to $1,000 per ticket.

Is there cover for claims arising from a Pre-Existing Medical Condition?

Ticketmaster Ticket Insurance may provide cover if you or your companion are unable to attend the event because of sickness that arises from a pre-existing medical condition. See the PDS for details of the cover and exclusions.

If I don't go to the event because I have changed my mind, do I get my money back?

No, Ticketmaster Ticket Insurance only provides cover if you are unable to attend the event because of a covered circumstance or reason. There is no cover if you do not go to the event due to a change of plans. Read the Combined Financial Services Guide and Product Disclosure Statement (including Policy Wording) for full details of the cover including the limits and exclusions.

Do I need to purchase Ticketmaster Ticket Insurance for each event?

Yes. Ticketmaster Ticket Insurance must be purchased separately for each event.

What if I decide I don't want Ticketmaster Ticket Insurance - can I get my money back?

If you decide that you do not want this policy, you may cancel it within 14 days after you are issued with your Certificate of Insurance and PDS. You will be given a full refund of the premium that you paid, provided you have not left your home to go to the event and you do not want to claim under the policy. After 14 days you can still cancel your policy but we will not refund any part of your premium.

How do I make a claim?

If you are unable to attend the event due to the circumstances we provide cover for, you may be entitled to make a claim and recover your ticket cost. To do so, follow the steps below:


Note - For claims purposes, your original ticket (or the barcode for the ticket if it is an electronic ticket) must be kept.
Allianz Global Assistance will process your claim within 10 business days of receiving a completed claim form and all necessary documentation. If we need additional information, a written notification will be sent to you within 10 business days.

How are claims paid?

We will pay all claims in Australian dollars, regardless of your Country of Residence. We will pay you unless you tell us to pay someone else. The rate of currency exchange that will apply is the rate at the time you incurred the expense.

How do I make a complaint?

If you are dissatisfied with our service in any way contact us and we will attempt to resolve the matter in accordance with our Internal Dispute Resolution procedures. To obtain a copy of our procedures contact Allianz Global Assistance on 1300 054 686.
A dispute can be referred to the Financial Ombudsman Service (FOS) subject to its terms of reference. It provides a free and independent dispute resolution service for customers who have general insurance disputes falling within its terms and its contact details are:

  • Financial Ombudsman Service Limited (FOS)
  • GPO Box 3, Melbourne VIC 3001
  • Phone: 1300 054 686
  • Fax: (03) 9613 6399
  • Website: www.fos.org.au
  • Email: info@fos.org.au

What if I need more information?

Contact us on 1300 054 686.