General FAQsFrequently Asked Questions
Am I covered for any claims related to COVID-19?
Your policy contains a general exclusion relating to pandemics. This means there is no cover for cancellation or rearrangement costs due to COVID-19 or for medical-related expenses if you contract COVID-19. The pandemic exclusion applies to all policies regardless of when your policy was purchased or your dates of travel.
If you are overseas and need emergency medical assistance, please contact our 24/7 Emergency Assistance team using the details listed below:
Seniors Emergency Assistance phone: +61 2 8883 7006
Seniors Emergency Assistance email: email@example.com
How much excess will I pay when making a claim?
With our international cover options, you can choose between $0, $100, or $200 excess when setting up your policy. For our domestic cover, the excess payable is $50 per claim.
Can I cancel my travel insurance policy with Australian Seniors?
You are free to cancel your policy at any time, however you will only receive a refund if you cancel within the 14-day cooling off period and you have not exercised any rights under the policy.
Will my children or grandchildren be covered under this policy?
Yes – we will automatically cover any dependent children or grandchildren travelling with you at no extra cost, as long as they are under the age of 21 and listed on your policy. Additional terms and conditions in our Product Disclosure Statement may apply.
Does Seniors Travel Insurance cover trip cancellations?
Yes – cancellations are covered for certain events listed in our Product Disclosure Statement. Please note that we will not cover cancellations due to change of mind (such as if you no longer wish to travel or would like to change your destination).
What is the maximum trip duration covered under Seniors Travel Insurance?
Our single trip policies cover journeys up to 12 months long.
Do I need to provide a medical certificate to get Seniors Travel Insurance?
No – you do not need to provide a medical certificate to take out a policy with us.
Do I need a State-issued age or pension card to take out Seniors Travel Insurance?
No – you do not need a pension or any age card to take out a policy with us.
How old do I need to be to apply for Seniors Travel Insurance?
You must be at least 17 years old to apply for a policy with us.
What is the maximum age to apply for Seniors Travel Insurance?
There is no upper age limit when applying for a single trip policy with us. However, health assessments and further screening may apply at certain ages. Refer to our Product Disclosure Statement for full terms.
Can I pay by cheque?
Our preferred payment method is credit card. We accept Visa and MasterCard. For alternative payment methods, please call 13 13 43.
What is a Pre-Existing Medical Condition?
A Pre-Existing Medical Condition means a disease, illness, medical or dental condition or physical defect that you are aware of at the time of issue of the policy or any time before your journey starts and involves any one of the following:
- Your heart, brain, circulatory system, kidneys or liver
- Your respiratory system
- Back pain requiring prescribed pain relief medication
- Surgery involving any joints, the back, spine, brain or abdomen
- Shown symptoms or signs and you have not yet sought a medical opinion regarding the cause
- You are under investigation to confirm a diagnosis or you are awaiting a specialist opinion
- You have required an emergency department visit, hospitalisation or day surgery procedure within the last five years
- You require
- Prescription medication from a qualified medical practitioner or dentist
- Regular review or check ups
- Ongoing medication for treatment or risk factors control
- Consultation with a specialist
This applies to all people travelling on a policy, as well as a relative not travelling.
If you are unsure whether You have a Pre-Existing Medical Condition, please call us on 1300 051 095.
How do I get cover for a Pre-Existing Medical Condition?
Australian Seniors Travel Insurance policies do not automatically include cover for claims arising from or exacerbated by some Pre-Existing Medical conditions and pregnancy.
We have three categories of Pre-Existing Medical Conditions:
- Conditions we automatically cover
- Conditions we need to assess
- Conditions which we cannot cover
Unless your Pre-Existing Medical Condition is listed in the conditions we automatically cover and meets the criteria, you will not be covered unless you have applied for cover, the condition is approved by us and the additional premium is paid if required and listed on your Certificate of Insurance. You can complete a health assessment with your travel insurance quote.
What Pre-Existing Medical Conditions are automatically covered?
We automatically cover the Pre-Existing Medical Conditions listed below:
- You have not been hospitalised or have required treatment by any registered medical practitioner in the last 12 months for any of the listed conditions; and
- You are not under investigation for any of the listed conditions; and
- You are not awaiting investigation, surgery, treatment or procedures for any of the listed medical conditions; and
- Your condition satisfies the criteria provided in the table below.
|Acne||No additional criteria.|
You have no known respiratory conditions e.g. asthma; and
You haven’t required treatment by a medical practitioner in the last 6 months.
You are under 60 years of age; and
In the last 12 months, you haven’t had an asthma exacerbation requiring treatment by a medical practitioner; and
You don’t have a chronic lung condition or disease.
|Bell’s Palsy||No additional criteria.|
|Bunions||No additional criteria.|
|Carpal Tunnel Syndrome||No additional criteria.|
|Cataracts||In the last 90 days you haven’t had an operation for this condition.|
|Glaucoma||You have no ongoing complications for this condition.|
|Coeliac Disease||In the last 6 months you haven’t been treated by a medical practitioner for this condition.|
|Congenital Blindness||No additional criteria.|
|Congenital Deafness||No additional criteria.|
|Ear Grommets||You haven’t had an ear infection in the last 3 months.|
In the last 2 years you haven’t required treatment; and
You don’t have an underlying medical condition e.g. previous head trauma, brain tumour or stroke.
|Gastric Reflux||Your gastric reflux doesn’t relate to an underlying diagnosis e.g. hernia/gastric ulcer.|
|Goitre||No additional criteria.|
|Graves’ Disease||No additional criteria.|
|Gout||No additional criteria.|
|Hiatus Hernia||No additional criteria.|
|Hip Replacement, Knee Replacement and Shoulder Replacement||The procedure was performed more than 6 months ago and less than 10 years ago.|
|Hip Resurfacing||You haven’t had any post-operative complications related to the surgery.|
|Hypercholesterolaemia (High Cholesterol)||You don’t have a known heart or cardiovascular condition.|
|Hypertension (High Blood Pressure)||
You don’t have a known heart or cardiovascular condition; and
You don’t have diabetes type 1 or type 2; and
In the last 12 months your blood pressure medication has not changed; and
You aren’t suffering symptoms of hypertension.
|Menopause||You don’t have Osteoporosis.|
|Migraine||No additional criteria.|
|Peptic Ulcer/Gastric Ulcer||In the last 12 months, the Peptic/Gastric Ulcer has been stable.|
|Plantar Fasciitis||No additional criteria.|
|Raynaud’s Disease||No additional criteria.|
Your skin cancer is not a melanoma; and
You haven’t had chemotherapy or radiotherapy for this condition; and
Your skin cancer does not require any follow up treatment.
|Trigger Finger||No additional criteria.|
|Urinary Incontinence||No additional criteria.|
|Underactive Thyroid/Overactive Thyroid||The cause of your underactive/overactive thyroid wasn’t a tumour.|
What if my Pre-Existing Condition is not listed as automatically covered?
For all Single Trip policies (Top Cover, Essential Cover and Domestic), you will need to complete a health assessment if your condition/s:
- Does not meet the criteria in the table above; and
- Are not listed in the table of conditions we automatically include.
You will need to declare all your Pre-Existing Medical Conditions to us. You can complete a health assessment with your travel insurance quote.
Under no circumstances is cover available for:
- A terminal illness; or
- Conditions involving drug or alcohol dependency; or
- Travel booked or undertaken against the advice of any medical practitioner; or
- Conditions for which you are travelling to seek medical treatment or review or to participate in a clinical trial.
What if my health changes after I buy a policy?
If at any time after you purchase your policy but before you start your journey, your Pre-Existing Medical Condition changes or a new condition arises, you must contact us on 1300 416 266 and we will complete an assessment.
There are two possible outcomes once an assessment is completed:
1. We can cover your Pre-Existing Medical Condition/s.
We’ll advise you of any additional policy premium that you’re required to pay for the cover. You may have already paid a premium to cover pre-existing medical condition/s declared when you purchased your policy, however if your overall health risk has increased, we have the right to collect additional premium to cover the increase in risk.
Once you have paid any additional premium required, we’ll email modified policy documents to you, with your covered pre-existing medical condition/s listed, as well as any additional conditions, restrictions and exclusions on the Certificate of Insurance.
2. We can’t cover your Pre-Existing Medical Condition/s.
Even if your Pre-Existing Medical Condition/s were covered when you purchased your policy, your overall health risk has either increased beyond what we are prepared to cover, or is now unknown because you’ve developed symptoms that haven’t been diagnosed, and we are no longer able to provide the same level of ‘Overseas Emergency Medical and Hospital Expenses’ cover under the terms of your existing policy.
You are covered under the terms of your existing policy to cancel your holiday and make a claim under ‘Cancellation or Amendment Costs’.
If you still want to go on your holiday, you have the option to accept a policy with modified terms.
Do you cover pregnancy?
If you know you are pregnant at the time of issue of the policy or any time before your journey starts, you will need to apply for cover if:
- There have been complications with this pregnancy or a previous pregnancy; or
- You have a multiple pregnancy; or
- The conception was medically assisted e.g. using assisted fertility treatment including hormone therapies or IVF.
The following restrictions apply to claims arising in any way from the pregnancy of any person.
- Cover is only provided for serious, unexpected pregnancy complications that occur up to and including the 24th week of pregnancy;
- Childbirth is not covered; and
- Costs relating to the health or care of a newborn child are not covered, irrespective of the stage of pregnancy when the child is born.
Expectant mothers should consider if our products are right for them when travelling beyond the 24ᵗʰ week as costs for childbirth and neonatal care overseas can be expensive.
What if a relative who is not travelling has a Pre-Existing Medical Condition?
If your relative (who is under 85) is hospitalised or dies in Australia or New Zealand after the policy is issued as a result of a Pre-Existing Medical Condition, and at the time of policy issue or the time at which any of your journey is paid for, you were unaware of the likelihood of such hospitalisation or death, you may be able to lodge a claim for assessment under the Cancellation or Amendment costs benefit or the Additional Expenses benefit. Claims in this instance would be limited to $2,000.
Travel the safer way
For total peace of mind on your trip call our friendly team today. We’re here 8am to 8pm Monday to Friday, and 9am to 2pm Saturdays on 1300 051 095.