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Frequently Asked Questions

Throughout the FAQs set out below the term “PDS” refers to the Product Disclosure Statement (including Policy wording). Some words may have special meanings – please refer to the Definitions section in the PDS prior to reading through these FAQs.

The answers given are only a brief summary – you must read the PDS carefully for complete details of what is covered, and which of the benefits are provided under each plan. Importantly, please note that exclusions do apply, as well as limits to the cover.

 

Can’t find what you’re looking for?  Email us at travelinsurance@tildatravel.com.au or check our contact us page: Contact Us

Purchasing a policy/general

Extending your policy if your travel dates or destinations have changed

You can change the dates of your trip, as well as your destinations, while you’re overseas by clicking here.
To extend your Essential, Select or Prime policy, simply contact us at least two days before your policy is due to expire. Your policy can only be extended once, up to a maximum combined duration of 12 months. Looking for more ways to contact us?

There are certain instances where a policy cannot be extended:

  1. If you suffer from a pre-existing medical condition, unless it is one of the automatically covered conditions listed in the Product Disclosure Statement and you have not been hospitalised (including day surgery or emergency department attendance) for that condition in the past 24 months.
  2. For conditions suffered during the term of the original policy.
  3. If you have not advised us of any circumstances that have led or may lead to a claim under your original policy.
  4. If you are aged 71 years or over from the date you wish to extend an Essential, Select or Prime policy.
  5. You can’t extend an Annual Multi Trip policy, but if you are already travelling on the date the policy expires, your policy will automatically extend for up to 7 days or until you return home from your current journey. Of course, you can generally purchase a new Annual Multi Trip policy to be covered for the next 12 months.

Please read through the section of the Product Disclosure Statement entitled Extension your policy, which can be found on page 3.

Information about coverage for children and dependents under 19

Any kids aged under 19 who don’t have a full-time job will be automatically insured if you name them on your Tilda Travel insurance policy, as long as they travel with a parent, grandparent or guardian for 100% of the journey. And what’s even better — they get insured for free! If you upgrade your cover to include the Snow Pack, they’ll be covered by this optional cover too.

Information about what excess is and how it affects your policy

Like most travel insurance policies, Tilda Travel insurance charges an excess on certain cover items, like emergency dental and trip cancellation fees. If you ever need to make a claim on an item with excess, you’ll need to pay $100 per person towards each claim. That’s $100 per person per claim.

By ‘each claim’ we mean each section of cover. As an example, if you need to make a claim on stolen luggage and emergency hospitalisation, you’ll be charged the excess on both claims. That’s $100 excess on your luggage claim, and $100 on your hospital claim. By ‘charged’ we mean we’ll pay $100 less on each claim, so if your lost luggage claim came to $800, we’ll pay you $800 less the $100 excess.

To reduce your excess to $0, simply add the Zero-Excess option to your policy for $25. By paying an extra $25 upfront at the time of buying Tilda Travel insurance you won’t need to pay the $100 excess if you have to make a claim on an item with excess.

To see which items attract excess, see the Summary of Cover, on pages 14 and 15 in the Product Disclosure Statement.

Outlines the pre-requisites for getting Tilda Travel insurance

Tilda Travel insurance is only available to Australian residents, and you need to buy your travel insurance before you travel. Age restrictions also apply — our Essential, Select and Prime policies are available for travellers up to 100 years of age. Our Annual Multi-Trip policy (coming soon) is available for travellers up to 75 years of age.

Pre-existing medical conditions

If you have a pre-existing medical condition there may be some exclusions in your coverage, though you are not exempt from general coverage.

Please read the Product Disclosure Statement for more information on pre-existing medical conditions.

Information about insuring you and others travelling together

You can get a quote for more than one person by adding the ages of any adult travellers you have. There is no limit to the amount of people you can request quotes for, though if you take out a policy with multiple people listed, you must make sure you are all travelling on the same dates and to the same locations.

If your travel dates and locations are different from those you’re travelling with, it’s best to take out separate policies to ensure everyone is covered appropriately.

How to reverse call charges while overseas

If you’re overseas and need to call us in an emergency, or to make a claim, we’re happy to accept a reverse charges call. These can be made in most countries by contacting the international operator, however, there may be restrictions when using mobile phones. Here are some of the Telstra reverse charges numbers for some carriers overseas.

Medical Information

Information about inclusions and exclusions for pre-existing medical conditions

If you have a pre-existing medical condition you are not excluded from general Policy coverage, though you may not be able to make a claim specifically relating to your pre-existing medical condition.

There are some pre-existing medical conditions that are covered or have some level of coverage, referred to as “Automatically Covered Pre-Existing Medical Conditions”. Refer to pages 48 – 53 of the  Product Disclosure Statement for more in-depth information on what conditions are covered or excluded.

What is a Pre-Existing Medical Condition

Pre-Existing Medical Condition means in respect of any time prior to policy purchase (and in the case of an Annual Multi-Trip Policy each subsequent journey):

  • An ongoing medical or dental condition of which you are aware, or related complication you have, or the symptoms of which you are aware;
  • A medical or dental condition that is currently being or has been investigated or treated by a health professional (including dentist or chiropractor) at any time prior to policy purchase;
  • Any condition for which you take prescribed medicine;
  • Any condition for which you have had surgery; or
  • Any condition for which you see a medical specialist.

The above definition applies to you, your travelling companion, a relative or any other person.

Automatically Covered Pre-Existing Medical Conditions:

The following Automatically Covered Pre-Existing Medical Conditions qualify for cover under this policy, provided that:

  • You have not been hospitalised (including Day Surgery or Emergency Department attendance) for that condition in the past 24 months; and
  • Your medications for that condition have remained unchanged for at least six months.
  1. Acne
  2. Allergies limited to Rhinitis, Chronic Sinusitis, Eczema, Food Intolerance, Hay Fever
  3. Asthma – providing that you: have no other lung disease and are less than 60 years of age at the date of Policy purchase.
  4. Bell’s Palsy
  5. Benign Positional Vertigo
  6. Bunions
  7. Carpal Tunnel Syndrome
  8. Cataracts
  9. Coeliac Disease
  10. Congenital Blindness
  11. Congenital Deafness
  12. *Diabetes Mellitus (Type I) – providing You: were diagnosed over 12 months ago, and have no eye, kidney, nerve or vascular complications, and do not also suffer from a known cardiovascular disease, Hypertension, Hyperlipidaemia or Hypercholesterolaemia, and are under 60 years of age at the date of Policy purchase.
  13. *Diabetes Mellitus (Type II) – providing You: were diagnosed over 12 months ago, and have no eye, kidney, nerve or vascular complications, and do not also suffer from a known cardiovascular disease, Hypertension, Hyperlipidaemia or Hypercholesterolaemia.
  14. Dry Eye Syndrome
  15. Epilepsy – providing there has been no change to Your medication regime in the past 12 months
  16. Folate Deficiency
  17. Gastric Reflux
  18. Goitre
  19. Glaucoma
  20. Graves’ Disease
  21. Hiatus Hernia
  22. *Hypercholesterolaemia (High Cholesterol) – provided You do not also suffer from a known cardiovascular disease and/or Diabetes
  23. *Hyperlipidaemia (High Blood Lipids) – provided You do not also suffer from a known cardiovascular disease and/or Diabetes
  24. *Hypertension (High Blood Pressure) – provided You do not also suffer from a known cardiovascular disease and/or Diabetes
  25. Hypothyroidism, including Hashimoto’s Disease
  26. Impaired Glucose Tolerance
  27. Incontinence
  28. Insulin Resistance
  29. Iron Deficiency Anaemia
  30. Macular Degeneration
  31. Meniere’s Disease
  32. Migraine
  33. Nocturnal Cramps
  34. Osteopaenia
  35. Osteoporosis
  36. Pernicious Anaemia
  37. Plantar Fasciitis
  38. Raynaud’s Disease
  39. Sleep Apnoea
  40. Solar Keratosis
  41. Trigeminal Neuralgia
  42. Trigger Finger
  43. Vitamin B12 Deficiency

*Diabetes (Type I and Type II), Hypertension, Hypercholesterolaemia and Hyperlipidaemia are risk factors for cardiovascular disease. If You have a history of cardiovascular disease, and it is a Pre-existing Medical Condition, cover for these conditions are also excluded.

Pre-Existing Medical Conditions Not Covered

All claims arising from any Pre-Existing Medical Condition that does not qualify above as an Automatically Covered Pre-Existing Condition are excluded under this policy.

Pre-Existing Medical Conditions are covered in the Product Disclosure Statement from pages 50 – 53.

Information about medical expense coverage for travel while in Australia

By law, all Tilda Travel insurance policies are not permitted to cover medical expenses incurred within Australia. If you become sick or injured while travelling in Australia, you’ll be entitled to cover for treatment under Medicare and/or your private health insurer.

Information specific to pregnancy coverage

Pregnancy is a considered pre-existing condition and is not automatically covered. Please read this article if you are pregnant as there are important limitations to the benefits you are eligible to receive.

Cover when you are pregnant

We will pay for unexpected serious complications of pregnancy and childbirth that occur:

  • Up to the 26th week of pregnancy if you are pregnant with a single child; or

Up to the 19th week of pregnancy if you are pregnant with twins or multiple children.

General exclusions related to pregnancy

We will not pay any claim or loss directly or indirectly related to or arising from:

  • Childbirth at any stage of pregnancy (this means that if you deliver overseas there is no cover for costs related to the birth); or
  • The health or care of a newborn child whatever the proximate cause of the claim is (this means that if you deliver overseas for any reason, including premature birth, there is no cover for costs related to caring for the child or children); or
  • Your pregnancy or the pregnancy of any other person after the 26th week for a single child or the 19th week for twins or multiple children; or
  • Your pregnancy at any gestation or the pregnancy of any other person at any gestation: Where the conception was medically assisted (including hormone therapy and IVF); or where there have been complications* of this pregnancy or complications of your health that you have been advised may adversely affect this pregnancy; or where there have been complications of any previous pregnancy; or
  • Antenatal care.

*Complications means any secondary diagnosis occurring prior to, during the course of, concurrent with, or as a result of the pregnancy, which may adversely affect the pregnancy outcome.

This information about pregnancy can be found in the Product Disclosure Statement on pages 48 and 49 in the section Pre-Existing Medical Conditions.

Claims

What to do if you need to make a claim

If you need to make a claim, please contact us as soon as possible.

For general claims, please head to out Contact Us Page and complete the online claims form.

If you have an emergency you can call us anytime 24 hours a day, 7 days a week on +61 2 6190 0412 (option 1).

You will be asked to complete and return our claim form. If the claim form is not fully completed by you, we will not be able to process your claim. We can reduce your claim by the amount of any prejudice we suffered because of any delay by you in submitting a completed claim form.

General information regarding making claims

  • For all claims, evidence of the value of the property insured or the amount of any loss must be kept.
  • For medical, hospital or dental claims, contact us as soon as practicable.
  • For loss or theft of your luggage and personal effects, report it immediately to the police and obtain written notice of your report.
  • For damage or misplacement of your luggage and personal effects, caused by the airline or any other operator or accommodation provider, report the damage or misplacement to an appropriate official within 24 hours of discovering the loss and obtain a written report, including any offer of settlement that they may make.
  • Submit full details of any claim in writing within 30 days of your return.
  • Do not admit fault or liability. In relation to any claim under this Policy you must not admit that you are at fault and you must not offer or promise to pay any money, or initiate or respond to litigation without our approval.

Please read page the Product Disclosure Statement for more information about how to make a claim.

What to do if you need to contact us after becoming sick or injured during your travels

We’re here day and night to help you if you’ve been in an accident, become unwell, or need emergency medical attention while travelling overseas. To give you the best possible help, we work with Fullerton Health Australia – a leading global medical assistance network. You can call or reverse charge call our Fullerton Health team 24-hours a day on:

Call +61 2 6190 0412 (option 1)

So we can help you as quickly as possible, have your policy number handy when you call. If you don’t have it with you, don’t worry, we can look it up. We’ll just need to run a few questions by you first for security reasons.

If you’ve been caught up in an accident, injury, or sickness and think you might need hospitalisation or evacuation back to Australia, call us – or have someone call on your behalf – straight away, anytime. You’ll be connected to our Fullerton Health assistance team who’ll plan your treatment; locate the nearest medical facility, embassy or consulate; arrange your return home if it’s medically necessary; and keep your loved ones and colleagues up to speed. Please keep in mind that for us to assist you with an overseas medical emergency or evacuation claim, you need to have called us first to discuss the situation before starting treatment.

Extra coverage / leisure activities

Information about cruise coverage

Cruises are covered by our insurance, though you should make sure you select the option that is most relevant to you. On page 33 of the PDS you can find information specifically about cruises.

Visiting ports outside Australia

If you are visiting any overseas ports during your cruise, then at the time you purchase your policy you must list each country you will visit. You don’t need to specify that you’ll be on a cruise (in fact there is no option to do so) as the same benefits apply.

Visiting only Australian ports

If you are visiting only Australian ports during your cruise, then at the time you purchase your policy you must specify “Australian Cruise”, as opposed to simply “Australia”, as your destination.

This will provide you cover for certain medical expenses, transfer and repatriation benefits that you may need if you are injured or become sick and you have to be treated onboard while on a cruise ship with foreign registry or at an overseas hospital if that happens to be the nearest medical facility.

Selecting the correct destination when on an Australian-only cruise

If you select “Australia” as your destination instead of “Australian Cruise” you will not be covered for any onboard medical expenses, any overseas medical expenses, or for the cost of any transfer to or repatriation from the overseas hospital.

Information regarding the addition of Snow Pack coverage

To be covered for Snow Pack you will need to purchase the optional Snow Pack benefit on top of your plan. After you select Get a Quote on the main page you will have an option to choose Snow Pack cover, which will alter the cost of your policy quote.

What is covered

Snow Pack extends your policy to include the following activities:

  • Recreational skiing and snowboarding;
  • Big foot skiing and snowboarding;
  • Cat skiing and snowboarding;
  • Cross-country skiing and snowboarding (along a designated cross-country ski route only);
  • Glacier skiing and snowboarding;
  • Heli-skiing and snowboarding (provided by a commercial operator and available to the general public only);
  • Ice hockey (not competitive);
  • Ice skating;
  • Lugeing (on ice) (provided by a commercial operator and available to the general public only);
  • Mono skiing;
  • Off-piste skiing or snowboarding with a professional snow sport instructor/guide; or
  • Snowmobiling.

What is not covered

Snow Pack option, does not extend to any of the following:

  • Related to ski/snowboard racing (including training);
  • Ski/snowboard acrobatics;
  • Freestyle skiing/snowboarding;
  • Ski/snowboard fun parks;
  • Ski/snowboard jumping or stunting;
  • Off-piste skiing/snowboarding without a professional snow sport instructor/guide;
  • Cross-country skiing outside of a designated cross-country ski route;
  • Bobsleighing;
  • Parascending (over snow);
  • If you ski or snowboard in violation of the regulations published by the ski resort;
  • If you are racing; or
  • If you are participating in a professional capacity.

It’s worth reading the Product Disclosure Statement to see what Snow Pack benefit covers. You can see all the inclusions and exclusions from page 37 – 42, as well as the General Exclusions that apply to all sections from pages 43 – 47.

Coverage for the loss of phones, computers and other personal items

The maximum amount we will pay for any item (referred to as the ‘single item limit’) is:

  • $3,000 for personal computers, video recorders or cameras;
  • $1,000 for mobile phones (including PDA’s and any items with phone capabilities); or
  • $750 for all other Luggage and Personal Effects.

A pair or related set of items are considered as one item and the appropriate single item limit will be applied. These include but are not limited to the following examples, each of which is considered a single item:

  • A camera, lenses (attached or not), tripod and accessories;
  • A matched or unmatched set of golf clubs, golf bag and buggy;
  • A matching pair of earrings.

We will also not pay more than the original purchase price of an item.

General information regarding coverage for sports and leisure activities

You are covered for most sports and leisure activities provided you act in a reasonable way to protect yourself. This includes untimed recreational cycling activities.

However, you are not covered for the following:

  • Snow Pack unless you have purchased the optional Snow Pack benefit;
  • Any of the following winter or snow related activities even if you have purchased the optional Snow Pack benefit:
  • Ski/snowboard racing (including training);
  • Ski/snowboard acrobatics, freestyle skiing/snowboarding, ski/snowboard fun parks, ski/snowboard jumping or stunting;
  • Off-piste skiing/snowboarding without a professional snow sports instructor/guide;
  • Cross-country skiing outside of a designated cross country ski route;
  • Bobsleighing;
  • Parascending (over snow);
  • Being in control of a motorcycle, moped or scooter without a current Australian motorcycle or driver’s licence;
  • Travelling as the passenger on a motorcycle, moped or scooter that is in the control of a person who does not hold a current motorcycle or driver’s licence valid for the country you are travelling in;
  • Driving or being driven in a recreational all-terrain vehicle unless you are under the direct supervision of a properly licensed recreational organisation and are obeying all relevant safety codes and are wearing protective gloves and a motorcycle rider’s helmet;
  • Hunting;
  • Open water sailing;
  • Polo;
  • Mountaineering or rock climbing using ropes or climbing equipment (other than for hiking);
  • Professional sport of any kind;
  • Parachuting, hang gliding or paragliding;
  • Flying including ballooning other than as a passenger in a licensed aircraft operated by an airline or charter company;
  • Diving underwater using an artificial breathing apparatus unless you hold an open water diving licence issued in Australia or you were diving under licensed instruction.

This information is covered on page 18 of the Product Disclosure Statement. Also read the “General exclusions that apply to all sections” from pages 43 – 47 for relevant general exclusions.

Information about the coverage of motorcycles, mopeds and scooters

Motorcycles, mopeds and scooters are covered under the standard policies as long as the appropriate safety measures are taken. Specifically, you will not be covered if you are:

  • In control of a motorcycle, moped or scooter without a current Australian motorcycle or driver’s licence;
  • Travelling as the passenger on a motorcycle, moped or scooter that is in the control of a person who does not hold a current motorcycle or driver’s licence valid for the country you are travelling in;
  • Driving or being driven in a recreational all-terrain vehicle unless you are under the direct supervision of a properly licensed recreational organisation and are obeying all relevant safety codes and are wearing protective gloves and a motorcycle rider’s helmet;

Refer to the Product Disclosure Statement‘s information on motorcycles, mopeds and scooters referenced in the General Exclusions. The General Exclusions outlined from pages 43 – 47 also has specific information on what is excluded from your policy.

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