Secure Travel Insurance Product Disclosure Statement and Policy Wording

Transcription

1 Secure Travel Insurance Product Disclosure Statement and Policy Wording

2 Secure Travel Insurance Product Disclosure Statement Welcome to Vero Who is the insurer The purpose of the PDS How you contact us Significant benefits and features When benefits are provided Significant risks The amount you pay for this insurance The amount you pay towards a claim How to make a claim How a claim payment is calculated Important information Duty of Disclosure How we resolve your complaints Taxation information Cooling off We respect your privacy Code of Practice ii ii ii ii iii iv iv v vi vi vii vii viii ix x x xi xii PDS Issue 1 Date prepared: 01/10/03 V3868 i

3 Welcome to Vero In Australia Vero is part of a group that can trace its origins back to Since then we have successfully protected our customers personal and business assets by operating with a depth of knowledge and a reputation for promises kept. Built on these solid foundations, Vero now provides dynamic and forward thinking solutions for all our customers. Vero is part of the Promina Group. The Vero brand is based upon a simple premise to provide our customers with certainty and peace of mind, through innovative, specialised and expert insurance offerings. Vero Personal Lines is a division of the Vero Group. We offer a range of insurance products including home building, home contents, private motor, caravan and travel insurance. Who is the insurer Vero Insurance Limited ABN is the insurer and issuer of the insurance policy and is the issuer of this Product Disclosure Statement (PDS). The purpose of the PDS The purpose of this PDS is to help you understand the insurance policy and provide you with sufficient information to enable you to compare and make an informed decision about insurance products. The PDS also sets out the significant features, benefits and risks of this policy. You still need to read the policy wording for a full description of the terms, conditions and limitations. How you contact us You may contact Vero by calling: the telephone number shown in your schedule; your insurance adviser; or ; or alternatively by writing to us at the following address: Vero Insurance Limited GPO Box 1619 Adelaide SA 5001 ii Significant benefits and features The Secure Travel insurance policy offers two levels of cover, Holiday Travellers or Business and Frequent Travellers with the option for either single or family cover. You must also select the country or region that you are travelling in. Holiday Travellers includes cover for: overseas medical expenses, cancellation charges for prepaid travel and accommodation or travel agent fee, some additional expenses for travel and accommodation and the cost of resuming your journey in certain circumstances, cash allowance paid while you are in hospital for more than 48 hours, accommodation and meal expenses for travel delays of more than 12 hours, loss or damage to personal luggage, including replacement of essential personal items for temporarily lost baggage, loss or theft of travel documents, credit cards, travellers cheques or business documents, up to $5 million legal liability cover. Business and Frequent Travellers cover, offers the same benefits as Holiday Travellers and also includes additional cover for: emergency alternative travel costs, reimbursement of the hire car excess where you claim on hire car insurance, loss of income due to injury on journey (after a 30 day waiting period), reasonable travel expenses of a substitute person to complete original business travel. The policy does not automatically cover you for preexisting medical conditions unless we have agreed in writing to cover you for that condition. Where we have agreed in writing to cover you, this will be specified on your schedule and you will be required to pay an additional premium. iii

4 This summary of the benefits available under the policy is not exhaustive and limitations and conditions will apply. Please refer to the policy for further details of this insurance cover. When benefits are provided The benefits for which you are insured under the policy are payable: When an insured event occurs during the period of insurance causing you to suffer loss or damage or incur legal liability; and Your claim is accepted by us. When we pay a claim we consider a number of aspects in calculating the amount. These can include: amount of loss or damage or liability; excess; policy limit; terms and conditions of the policy. After calculating the amount payable we will either; use it to pay for repair or replacement of your personal baggage; use it to pay for your overseas medical costs; use it to pay other third parties; or pay you. Significant risks The risks associated with our Secure Travel Insurance policy include: Whether the policy will provide the cover you require. Cover may not be adequate because: your baggage and personal effects are not insured for their full replacement value (for example policy limits apply to camera equipment), the type or amount of cover you require does not match the cover provided by your policy, for example, because you do not satisfy terms and conditions of cover or an exclusion applies, you suffer from a pre-existing medical condition and we have not agreed in writing to cover you for that condition. If you do not comply with policy terms and conditions, for example, your duty of disclosure, we can refuse to pay part or all of a claim. The amount you pay for this insurance The amount we charge you for this insurance policy is the total amount of the premium that we calculate to cover the risk plus GST and any relevant government charges (such as stamp duty). These amounts add up to the total amount you must pay. Once the policy is issued your premium, GST and any relevant government charges are shown on the policy schedule. If you change your policy in any way you may be entitled to a premium refund or asked to pay an additional amount. How various factors affect your premium We consider a number of factors in calculating your premium. The key factors that affect your premium are the type of cover you choose and whether you choose the single or family option. For example, if you select Business and Frequent Travellers for a family this will be more expensive than if you select Holiday Travellers cover for a single person. The amount of premium that you pay will also depend on other information you give us about your travel arrangements. The following table is a guide on how these factors combine together and may impact on the assessment of risk, and therefore your premium. FACTOR REDUCES INCREASES PREMIUM PREMIUM Region of Risk destination Risk destination destination (eg New Zealand) (eg worldwide) Period of Short term Long term travel Age of Applicant is Applicant aged Applicant under 75 years 75 years or more iv v

5 The amount you pay towards a claim An excess is an amount you are required to pay in the event of a claim. The standard excess of $75 applies to the following five sections of the policy where they are sections applicable to your choice of cover: Section 1 Cancellation charges, Section 2 Overseas medical expenses, Section 3 Additional expenses for travel and accommodation (not including resuming your journey benefit), Section 6 Personal baggage and travel documents (not including replacement of essential personal items for temporary loss of baggage benefit), Section 11 Hire Car Excess. A different excess is also applicable to Section 10 loss of income for Business and Frequent Travellers cover. If we agree to pay a claim under this section we will not pay you for the first 30 days that you are unable to do your normal work in Australia because you are injured on your journey. In some circumstances an additional excess may be imposed. It is usually in the range of $500 to $2,000 and based on assessment of risk, including claims history, age and medical condition(s). We will inform you if this excess applies at time of issue or renewal of the policy and it will be shown on your schedule. This is only a summary of how excesses will be applied. For full details please refer to your policy wording and your schedule. How to make a claim As soon as possible after the event that causes the loss or damage, or legal liability, you must: where appropriate, make a report to the police about any malicious damage, or any theft or attempted theft of your insured property, or accidental loss of personal valuables. contact us and tell us what happened. We will advise you of the claims process and assist you through the next steps. How a claim payment is calculated The following example illustrates how we will calculate the amount payable for a claim. A video camera worth $3,500 is stolen from a hotel room. The amount payable following the claim would be: $3,500 value of the video camera. $3,000 maximum policy limit payable for cameras. This maximum limit does apply in this case. The basic excess of $75 is then deducted, which results in a final calculation of $2,925. Important information The insurance we offer you is set out in the policy. It is important that you: read all of the policy before you buy it to make sure that it gives you the protection you need, are aware of the limits on the cover provided and the amounts we will pay you (including any excess that applies), are aware of the policy definitions. You will find the policy definitions on pages 11 to 13 of the policy wording. For the policy limits: some of these will be stated in the policy itself (these are our standard policy limits), and the remainder will be stated in your policy schedule. In some circumstances the terms and conditions of this policy may be amended by endorsement. If your policy is endorsed you will receive notification of the endorsement. If you have purchased this insurance product through someone other than Vero, for example, a person who has authority from Vero to distribute vi vii

6 Vero s insurance products, that person will receive remuneration from Vero for providing a financial service. Duty of Disclosure You have a legal duty of disclosure to us whenever you apply for, change or renew an insurance policy. What you must tell us You have a general duty to disclose to us everything that you know, or could reasonably be expected to know, is relevant to our decision whether to insure you, and, if we do, on what terms. However, your duty does not require you to disclose anything: that reduces the risk to be undertaken by us, that is generally well known, that we know or, in the ordinary course of our business, ought to know, or in respect of which we have waived your duty. Your general duty applies to renewals and changes Your general duty applies in full when you renew an insurance policy or change an existing policy including when you extend or reinstate it. Your general duty is limited for new policies When you apply for a new policy your duty of disclosure applies, but you do not need to disclose something to us unless we specifically ask you about it. However, you must be honest in answering any questions we ask you. You have a legal duty to tell us anything you know, and which a reasonable person in your circumstances would include in answering the questions. We will use the answers in deciding whether to insure you and anyone else to be insured under the policy, and on what terms. Who needs to tell us It is important that you understand you are disclosing to us and answering our questions for yourself and anyone else you want to be covered by the policy. If you do not tell us If you do not answer our questions honestly or do not properly disclose to us, we may reduce or refuse to pay a claim or may cancel the policy. If you act fraudulently in answering our questions or not disclosing to us, we may refuse to pay a claim or treat the policy as never having existed. How we resolve your complaints Resolving your complaints If you think we have let you down in any way, or our service is not what you expect (even if through one of our representatives), please tell us so we can help. You can tell us... By phone We will put you in contact with an appropriate person to deal with your complaint. In writing Please send us the full details of your complaint together with any supporting documents and an explanation of what you want us to do. Your letter will be directed to the appropriate person. In person If you would like to come in to talk to us face to face, please call and we will arrange an appointment for a meeting. What we will do to resolve your complaint When you first let us know about your complaint or concern: it will be handled by the person who has authority to deal with it, and this person will listen to you, consider the facts and contact you to resolve your complaint as soon as possible, usually within 24 hours. If you are not satisfied with this person s decision on your complaint, then it will be referred to the relevant Operational Manager, who will contact you within 5 working days. If you are not satisfied with the Operational Manager s decision, then it will be referred to our General Management in Head Office. We will send you our final decision within 15 working days from the date you first made your complaint. viii ix

7 What if you are not satisfied with our final decision? We expect our procedures will deal fairly and promptly with your complaint. However, if you are not satisfied with our final decision you can choose to have the matter resolved externally for example mediation, arbitration or legal action. You can also raise your complaints directly with Insurance Enquiries and Complaints Ltd (IEC). This is an independent body and its services are free to you. We agree to accept the IEC s decision. Again, you have the right to take legal action if you disagree with the IEC s decision. You must contact the IEC within 3 months of receiving our final decision. You can phone the IEC from anywhere in Australia on or write to them at: Insurance Enquiries and Complaints Ltd PO Box 561 Collins Street West Melbourne VIC Taxation information This insurance policy is subject to GST and stamp duty. If you are registered for GST purposes, you may be able to claim an Input Tax Credit in respect of the GST we collect from you. For more information on GST please refer to page 9 of your policy. Stamp duty is imposed by every state and territory in Australia and the amount payable by you varies, depending on the applicable state or territory. If you are unsure about the taxation implications of your policy, you should seek advice from your accountant or tax professional. Cooling off You have the right to cancel and return the insurance contract within 20 days of the date it was issued to you ( cooling off period ), but not after commencement of your journey and not if you make a claim under the contract within the cooling off period. If it is cancelled in this time, we will return the amount you have paid. To cancel at other times, please see Cancelling a policy on page 8 of your policy. We respect your privacy Privacy Statement The Privacy Act 1988 (as amended) requires us to inform you that: Purpose of collection We collect personal information (this is information or an opinion about an individual whose identity is apparent or can reasonably be ascertained and which relates to a natural living person) for the purposes of providing insurance services to you, including: evaluating your application, evaluating any request for a change to any insurance provided, providing, administering, and managing the insurance services following acceptance of an application and investigating and, if covered, managing claims made in relation to any insurance you have with us or other companies within the same group. The personal information collected can be used or disclosed by us for a secondary purpose related to those purposes listed above, but only if you would reasonably expect us to use or disclose the information for this secondary purpose. However for sensitive information, the secondary purpose must be directly related to the purposes listed above. Disclosure We may disclose your personal information, (and receive personal information from) when necessary and in connection with the purposes listed, to other companies within the same group, your insurance broker or our agent, government bodies, loss assessors, claim investigators, reinsurers, other insurance companies, mailing houses, claims reference providers, other service providers, hospitals, medical and health professionals, legal and other professional advisers. x xi

8 Consequences if information is not provided If you do not provide us with the information we need we will be unable to consider your application for insurance cover, administer your policy or manage any claim under your policy. Access You can request access to the personal information by contacting us. In some circumstances we may not agree to allow you access to some or all of the personal information we hold about you such as when it is unlawful to give it to you. In such cases we will give you reasons for our decision. Code of Practice We have adopted the General Insurance Code of Practice developed by the Insurance Council of Australia. The Code is designed to promote good relations and good insurance practice between insurers, authorised representatives and consumers. The Code sets out what we must do when dealing with you. Please phone us if you want more information about the Code. Secure Travel Insurance Policy Wording Contents General Terms and Conditions 3 How much protection do we provide? 3 Choosing the insurance you need 3 Our contract with you 4 The contract 4 Terms and conditions of the contract 4 About authorised representatives 5 Your choice 5 24 hour emergency medical & travel assistance service 5 Claims procedure 6 Making a claim in Australia 6 Making a claim overseas 6 Only we have the right to settle or defend your claim 6 Damaged or stolen property 6 When we may refuse a claim 7 If you prevent our right to recover from someone else 8 Cancelling a policy 8 How you may cancel 8 How we may cancel 8 How your employment affects the insurance 8 Free extension of the period of insurance 8 Annual Policies 9 Where you are covered 9 Period of insurance 9 How claims affect your insurance for annual policies 9 PW Issue 2 08/11/03 V3868 xii 1

9 Goods and Services Tax (GST) 9 Words with special meanings 11 Section 1 Cancellation charges 14 Section 2 Overseas medical expenses 18 Section 3 Additional expenses for travel and accommodation 22 Section 4 Cash paid while you are in hospital 28 Section 5 Delayed travel 30 Section 6 Personal baggage and travel documents 32 Additional benefit replacing essential personal items because your baggage is temporarily lost 38 Additional benefit travel documents, credit cards, travellers cheques 40 Additional benefit business documents 42 Section 7 Personal liability 44 Section 8 Substitute Person to Complete Your Business 48 Section 9 Emergency Alternative Travel 50 Section 10 Loss of Income 54 Section 11 Hire Car Excess 58 General exclusions 60 General Terms and Conditions The headings and shaded areas in this policy are not part of the policy itself. Their purpose is to provide you with a general guide about the content of the text. How much protection do we provide? The insurance we offer you is set out in this policy, subject to the sections you select as shown in the schedule. It is important that you: read all of the policy to make sure that it gives you the protection you need, and are aware of the limits on the amounts we will pay you under this policy. You will find these limits: stated in the policy itself (these are our standard policy limits), and stated in your insurance schedule. Choosing the insurance you need When you buy this travel policy, you must select the policy that will cover the countries you are visiting on your journey. The following list explains the details of where you are covered within those regions. 1. USA, Canada and Japan: Covering worldwide cover, including Regions 2, 3,4 and Europe and the rest of world: Covering worldwide cover, excluding Region 1 countries. 3. East Asia: Covering Borneo, Brunei Darussalam, Cambodia, China, Hong Kong, Korea, Laos, Macau, Malaysia, Myanmar, Philippines, Singapore, Taiwan, Thailand, Tibet, Vietnam and including Region 4 and 5 countries. 2 3

10 4. South Pacific and Bali: Covering Bali, Cook Islands, East Timor, Fiji, Indonesia, Java, Nauru, New Caledonia, New Zealand, Norfolk Island, Papua New Guinea, Samoa (American), Solomon Islands, Tahiti, Tonga, Vanuatu, Western Samoa and including Region Australia: Covering Australia only. The region you choose is shown on your certificate of insurance. Stopovers of up to 72 hours outside of these geographic regions are permitted. Our contract with you The contract In the contract between you (the insured) and us (Vero Insurance Limited): we agree to provide you with the insurance you select and which is shown in your schedule, and in return, you agree to pay us: your premium, GST (see page 9), and any other relevant government charges. These amounts add up to the amount payable, which is shown in your schedule. You must pay this total amount when you first take out your policy. Your insurance only starts when you pay this total amount. If you have not paid, you have no insurance. Terms and conditions of the contract All the terms and conditions of the insurance contract are set out in: this policy booklet, including any section you select from it, and the schedule. These terms and conditions apply if you have to make a claim so it is important that you: read this booklet and the schedule carefully, check that your details on the schedule are correct and up to date, keep the policy booklet and schedule together in a safe place. About authorised representatives If an authorised representative of ours arranges this policy: they will be acting with the authority of Vero Insurance Limited and be our authorised representative, not your agent, in all matters concerning this insurance, they will receive a commission, and neither the authorised representative nor any of its related companies guarantees the benefits payable under the contract. Your choice You may take out this type of insurance with any insurer of your choice. 24-hour emergency medical & travel assistance service Our emergency medical and travel assistance service entitles you to 24 Hour Emergency Assistance, which allows you to speak directly to doctors, lawyers and international travel specialists. It is operated by Worldcare Assist. If you need emergency medical assistance or travel assistance whilst in Australia or overseas simply call the Worldcare Assist International Hotline reverse charges on (61) (7) where you will be put directly in touch with a doctor or travel specialist. Worldcare Assist services include: 24-hour telephone medical advice. Legal referral. Pre-trip information services. Referral to doctors, hospitals and dentists world wide. Embassy referral. Interpreter. Lost luggage assistance. Emergency travel agent assistance. Travel information. keep receipts for items you buy in Australia or overseas, and 4 5

11 Claims procedure Making a claim in Australia If you wish to make a claim, you must: make a report to the police for malicious damage and theft or attempted theft of insured property, and also accidental loss of personal valuables; promptly call us on ; give us all the information and documentation which we request. If we ask for it, you must provide us with a statutory declaration verifying the truth of your claim and any matters connected with it; immediately send us any court documents or other communication you receive about the claim. Do not take any action yourself or ask anyone else to do so on your behalf. Making a claim overseas If you need to make a claim while you are overseas, please call the Worldcare Assist International Hotline reverse charges on Please note the time taken to settle claims will vary from country to country, and claims can only be assessed and finalised by us in Australia. We suggest that you allow a minimum of 5 working days to settle your claim. Only we have the right to settle or defend your claim If we agree you have a claim, only we have the right to: make or accept any offer or payment, or in any other way admit you are liable, settle, or attempt to settle, any claim, or defend any claim. Damaged or stolen property If your property (taken on the journey with you) is lost, stolen or maliciously damaged you must make a report to the police or local Government authority within 24 hours of the loss or damage becoming known to you, and get a copy of the report. If your property is lost or damaged when it is with the transport provider (for example the airline company) you must make a report to the transport provider within 72 hours of the loss or damage becoming known to you. You must also get a written report from the transport provider and show it to us. You must keep any damaged or stolen property that you recover, and let us inspect it if we need to. Please remember, if we agree to pay a claim, only we have the right to exercise, for our own benefit, any legal right you have to recover the property. When we may refuse a claim We may refuse a claim if: you do not do what your duty of disclosure requires you to (see pages viii and ix of the PDS for details of your duty of disclosure). when you apply for insurance or when making a claim or in connection with either the application or the claim, you: are not truthful, have not given us full and complete details, or have not told us something when you should have. you do not at all times take all reasonable care to: protect any property you have insured with us against any initial or further loss or damage, keep your baggage and personal effects in good condition, prevent death, bodily injury, or illness to other people, or loss or damage to their property, and obey any laws or regulations that safeguard people or their property. you do not give us the documents and information we may need to help us decide on any amount we may pay you. you do any of the following without us agreeing to it first: make or accept any offer or payment, or in any other way admit you are liable, settle, or attempt to settle, any claim, or defend any claim, or you do not, as soon as possible, make a report to the police about: any malicious damage to the insured property, 6 7

12 any theft or attempted theft of the insured property, or any accidental loss of insured valuables. If you prevent our right to recover from someone else If you have agreed not to seek compensation from another person who is liable to compensate you for any loss, damage or liability which is covered by this policy, we will not cover you under this policy for that loss, damage or liability. Cancelling a policy How you may cancel You may cancel this policy at any time by telling us that you want to cancel it. We subtract from any premium you pay us, an amount to cover the period that we have already insured you for. We then refund the unused premium to you. How we may cancel We may only cancel this policy when the law says we can. We cancel your policy by telling you so in writing. We give you that notice in person or send it to your last known address. We subtract from any premium you pay us an amount to cover the period that we have already insured you for. We then return the rest of the premium to you. How your employment affects the insurance This insurance stops during any period of your journey in which you do paid work unless: the paid work is for your usual employer in Australia, and you arranged to do this paid work before you commenced your journey. Free extension of the period of insurance If you are unable to return to your home in Australia within the period of insurance because: a registered medical practitioner advises you in writing to suspend your journey because of a medical condition, 8 we will extend the period of insurance to allow you to complete your journey by the next available and convenient means of transportation. Annual Policies Where you are covered If the schedule shows that this is an Annual Policy we will cover you when you travel: anywhere outside Australia, and in a State other than the State where your home or usual place of business or employment is when the event giving rise to the claim occurs. Period of insurance If you have an Annual Business and Frequent Travellers Policy, the period of insurance is 12 months from the date this policy begins. This date is shown as the departure date on your schedule. There is no limit on the number of journeys you can make during the period of insurance, but insurance is limited to a maximum of 90 days for any one journey. How claims affect your insurance for Annual Policies If we agree to pay a claim, the limits on what we pay under each section of the policy will be restored before each new journey you take during the period of insurance. Goods and Services Tax (GST) Please read the following paragraphs very carefully. They are additional terms and conditions of the policy which deal with: how GST is part of what you have to pay us for the policy, your obligation to tell us about any input tax credit entitlement you may have for that GST, and how GST affects what we pay you for any claims you make and any limits on what we pay. As part of the total amount payable for this insurance policy, we will include an amount on 9

13 account of GST if the journey is within Australia or if the policy is an Annual Policy. If you are entitled to claim an input tax credit for the GST included in the amount payable: Each time you make a claim under this policy, you must tell us if you are entitled to claim an input tax credit for the GST amount charged on your policy and, if you are, the proportion of the GST that you can claim as an input tax credit. If you do not tell us that you are entitled to an input tax credit, or you give us incorrect information about the proportion of the GST you claim as an input tax credit, then you may have a GST liability for claim payments we make. Any such GST liability you have remaining when we make a cash settlement (whether it is made to you or to a third party to whom you are liable) will be your responsibility, even if you tell us your correct input tax credit entitlement after the payment has been made. If you use the home or contents for business purposes and we settle your claim by making a cash payment to you, then we will reduce the amount we pay you by the amount of any input tax credit to which you would be entitled if you were to purchase replacement goods or services. If the sum insured or the policy limit is not sufficient to cover your loss, we will pay the GST (less any relevant input credit tax) that relates to our proportion of your loss, less any excess. We will pay that GST in addition to your sum insured or policy limit. If you are NOT entitled to claim an input tax credit for the GST included in the amount payable: If the sum insured or the policy limit is not sufficient to cover your loss, we will pay the GST that relates to our proportion of your loss, less any excess. We will pay that GST in addition to your sum insured or policy limit. Please remember, we will apply these terms and conditions in addition to any other terms and conditions in the policy. Definitions GST and input tax credit have the meanings given in the A New Tax System (Goods and Services Tax) Act Words with special meanings In your policy: you or your In our Single Policy means: the person named as the insured on your insurance certificate, and your child or grandchild who is under 12 years of age, and accompanies you on your journey, and is named in the certificate. Please note that a Single Policy will only cover one child. If you take more than one child with you on your journey you must take out a Family Policy. In our Family Policy means: the person named as the insured on your insurance certificate, and your husband, wife or your defacto partner, and your children who accompany you. Children who are from the same family and are travelling together can also get a Family Policy. By children we mean people under 21 years, who live with their parents and who are not employed for more than 20 hours per week. All persons insured under this policy must be permanent residents of Australia. we or our or us means Vero Insurance Limited ABN Important: all $ amounts in this policy are Australian dollars. Some other words used in the policy have special defined meanings. These words are in bold each time they are used. Most of the words we define are listed in the following definition section of this booklet. We also explain the meaning of some words in the policy itself. Definitions act of terrorism means an act, including but not limited to the use of force or violence and/or the threat thereof, of any person or group(s) of persons, whether acting alone or on behalf of or 10 11

14 in connection with any organisation(s) or government(s), which from its nature or context is done for, or in connection with, political, religious, ideological, ethnic or similar purposes or reasons, including the intention to influence any government and/or to put the public, or any section of the public, in fear. depreciation means the accounting process we use to work out how much to reduce the value of your property by because of its age and condition. economically repaired means that it costs less to repair the item than to sell the damaged item and replace it. excess means the amount you must pay towards a claim. We will only apply one excess to all claims arising out of the same event. You will find the amount of the excess in the policy wording. financial failure means insolvency, bankruptcy, provisional liquidation, liquidation, winding up, the appointment of a receiver, manager or administrator, entry into any official or unofficial arrangement with creditors, stopping the payment of debts, a restructure or composition with creditors or the happening of anything of a similar nature under the laws of any jurisdiction. forcible and violent entry means there is physical evidence that an uninvited person has used something other than a key or remote control to get into the motor vehicle. injury means bodily injury caused by or arising out of accidental, external and visible means. pre-existing medical condition means any medical condition: for which medical advice or treatment has been obtained, or for which prescribed drugs have been taken, within the 90 days before we issue this policy, or that you are aware, or could reasonably be expected to be aware of before we issue this policy, and complications that are directly attributable to that medical condition. public place means any place where the public has access. For example shops, planes, taxis, buses, trains, airports, railway stations, streets, museums, galleries, hotel foyers, beaches, restaurants, and public toilets. special person means a close family member, de-facto or a close business associate who is under 85 and is permanently residing in Australia, or a person under 75 who has made prior arrangements to travel with you on your journey. your journey means the travel we insure you for that starts when you leave your home in Australia to start your trip and ends when you return to your home in Australia. negotiable instruments means a legal document that represents money and that can be legally transferred in title from one person to another. period of insurance means the period we insure you for under your policy. The period of insurance begins: for cancellation charges (section 1) from the date we issue you this policy, for all other sections of this policy, from the departure date shown on your schedule. The period of insurance ends for all sections: on the date of expiry shown on your schedule, or when you return to your home in Australia whichever happens first

15 Section 1 Cancellation charges When we will pay You can only claim for cancelled travel and accommodation expenses or your travel agent s cancellation fee if: the travel and accommodation is cancelled for any unforeseen circumstances outside your control, and you have already paid the expenses you are claiming for, and you cannot recover these expenses from anyone else, and you cancel your journey during the period of insurance, and your claim is not excluded by the When we will not pay part of this Section or by any of the general exclusions listed on pages 60 and 61. When we will not pay We will not pay for cancelled travel and accommodation expenses or your travel agent s cancellation fee if your journey is cancelled because: you change your mind or a reason for your journey changes of your financial circumstances, of the refusal, failure or inability of any person, company or organisation, (including but not limited to any airline, other transportation provider, hotel, car rental agency, tour or cruise operator, travel wholesaler, travel agent, booking agent or other agent for travel or tourism related services, facilities or accommodation), to provide services, by reason of their own financial failure or the financial failure of any person, company or organisation with whom or with which they deal, a special person dies, and you were aware before we issued this policy to you that this was likely to occur during the period of insurance, you or a special person dies, or suffers injury or illness because of a preexisting medical condition, unless we have agreed in writing to cover you for that preexisting medical condition, of the death, illness or injury of someone other than you or a special person, of strikes, riots, civil commotion if a warning was given before you took out this insurance that these events would be likely to occur during the period of insurance, of transport or traffic delays, a government prohibits travel to your destination, the travel agent is at fault, there were not enough people to go on the group travel or tour, or 14 15

16 When we will pay When we will not pay you or a special person suffers an injury or illness that is not serious. By serious (in the context of a traveller) we mean an injury or illness that: requires treatment by a legally qualified medical practitioner, and results in that medical practitioner certifying in writing that you or the special person are unable to start or continue your journey. We also will not pay for any other loss you incur as a result of your cancellation unless we say that we do in this policy. For example, we will not pay for your loss of enjoyment of a holiday. What we will pay We will pay: cancellation charges for travel and accommodation, and any cancellation fee your travel agent charges you. The amount we will pay for cancellation charges for travel and accommodation under this section is unlimited. The amount we will pay for your travel agent s cancellation fee is $500 or 10% of the cost of the cancelled journey or the actual fee charged, whichever is less. What we will not pay If we agree to pay a claim under this section, we will not pay for: your travel agent s cancellation fee more than $500 or more than 10% of the cost of the cancelled journey or more than the actual fee charged, whichever is less. We will apply an excess of $75 to any claim under this section. You pay the excess and we pay the balance of the agreed claim amount. If we agree to pay a claim under this section because you cancel your journey before you start your journey, we will also refund the premium you have paid for the other sections of this policy

17 Section 2 Overseas medical expenses Please note you cannot insure medical expenses incurred in Australia or Australian Territorial waters with a travel insurance policy. What we do cover You can only claim for overseas medical expenses if: the expenses are incurred outside Australia or Australian Territorial waters, and the expenses are necessary because you die, or contract an illness, or sustain an injury in an accident, while on your journey and during the period of insurance, and the expenses are incurred within 12 months from the date the injury or illness first occurred, and you (or if totally incapacitated, your legal representative) allow us the option, at our expense and subject to medical advice, of returning you to your home in Australia, and your claim is not excluded by the When we will not pay part of this section or by any of the general exclusions listed on pages 60 and 61. What we do not cover We will not pay for: dental crowns and bridges, expenses recoverable from Medicare or any medical or hospital benefit fund, expenses incurred because of any pre-existing medical condition suffered by you or a special person unless we have agreed in writing to cover you for that pre-existing medical condition, or expenses incurred due to the death, illness or injury of someone other than you or a special person

18 What we will pay We will pay for: hospital, medical, surgical, nursing home charges or other remedial attention or treatment given or prescribed by a qualified member of the medical profession, reasonable ambulance costs, dental fees for emergency treatment to relieve acute pain that you first experience during the period of insurance, or any overseas funeral expenses and the cost of transporting your remains to Australia. We will also pay the reasonable travel and accommodation expenses of a relative or friend, to travel to where you are and either stay with you or escort you home if: a registered medical practitioner advises you in writing to suspend your journey because of your medical condition, and the medical practitioner advises in writing that an escort is necessary. The amount we will pay for overseas medical expenses under this section is unlimited. What we will not pay If we agree to pay a claim under this section, we will not pay for: any of the expenses described in this section once you are able to resume your journey or have returned home. We will apply an excess of $75 to any claim under this section. You pay the excess and we pay the balance of the agreed claim amount

19 Section 3 Additional expenses for travel and accommodation When we will pay By additional expenses for travel and accommodation we mean your reasonable costs of travel and accommodation: that are additional to your prepaid travel and accommodation arrangements, and that you incur because: you cannot complete your intended journey while your ticket is still valid because you suffer injury or an illness, or you have to return to your home in Australia because of the unexpected death, sudden serious illness or serious injury in Australia of a special person, or your scheduled public transport services are cancelled or stopped due to strike, riot, civil commotion, natural disaster or severe weather conditions, or you lose your passport or travel documents, or you are directed into quarantine. You can only claim additional expenses for travel and accommodation if: the additional expenses are necessary and actually incurred by you during your journey, and we approve them before they are incurred, and the event that gives rise to the additional expenses occurs during the period of insurance, and you had pre-paid arrangements for the period during which you incurred the additional expenses, and When we will not pay We will not pay additional expenses for travel and accommodation: if you were warned that scheduled public transport services were likely to be cancelled or interrupted and you failed to make reasonable efforts to avoid any extra expense if your passport was confiscated by any government authority if you have not taken all possible steps to meet any relevant quarantine or government regulations for example, you do not have the required visa arising from the death, illness or injury of someone other than you or a special person, or incurred because of any pre-existing medical condition suffered by you or a special person unless we have agreed in writing to cover you for that pre-existing medical condition

20 When we will pay When we will not pay the additional expenses are at the same standard or fare class that was originally selected by you, and the additional expenses are not recoverable from anyone else, and your claim is not excluded by the When we will not pay part of this section or any of the general exclusions listed on pages 60 and 61. What we will pay We will pay for: additional expenses for travel, less amounts recoverable on unused travel vouchers or tickets. We will also pay for: additional expenses for accommodation, less amounts recoverable (including under section 1 of this policy) on unused pre-paid accommodation. The amount we will pay for additional expenses for travel and accommodation under this section is unlimited. What we will not pay If we agree to pay a claim under this section, we will not pay for: all of the travel costs for your return journey home if you did not already hold a return ticket back to your home in Australia. We will reduce the amount of your claim by the cost of a one way ticket home at the same fare class you chose for the outward journey. We will apply an excess of $75 to any claim under this section. You pay the excess and we pay the balance of the agreed claim amount

21 Additional benefit resuming your journey What we will pay We will pay: an amount towards your travel costs in resuming your journey if: you have to return to Australia because a special person unexpectedly dies, becomes seriously ill, or is seriously injured, and you would be eligible to have the costs of your return to Australia paid under this section, and you decide to resume your journey within 12 months of returning home. If we agree to pay a claim under this section, the most we will pay is: $1,000 if you have a policy covering Australia South Pacific and Bali East Asia, or $2,000 if you have a policy covering USA, Canada and Japan Europe and rest of world. What we will not pay If we agree to pay a claim under this section, we will not pay more than: the limits shown

22 Section 4 Cash paid while you are in hospital When we will pay We will pay you a cash allowance if: we agree to pay your claim for overseas medical expenses (section 2), and you are a patient in an overseas hospital for a period of more than 48 hours. When we will not pay We will not pay you a cash allowance for: any period when you are a patient in a hospital after your return to Australia. What we will pay We will pay you: $100 for each day you are a patient in an overseas hospital. If we agree to pay a claim under this section, the most we will pay is: $6,000 in total if you have a Single Policy, $12,000 in total if you have a Family Policy. We do not apply any excess to a claim paid under this section. What we will not pay If we agree to pay a claim under this section, we will not pay more than: the limits shown

23 Section 5 Delayed travel When we will pay We will pay for accommodation and meal expenses if: your scheduled transport departure time is delayed for 12 hours or more, and the cause of the delay is outside your control, and you incur these expenses because of the delay. You can only claim these accommodation and meal expenses if: they are not recoverable from anyone else, and they are necessarily incurred on your journey and during the period of insurance, and you give us written proof of the delay from the transport provider, and you give us the receipts for your accommodation and meal expenses, and your claim is not excluded by the When we will not pay part of this section or by any of the general exclusions listed on pages 60 and 61. When we will not pay We will not pay for accommodation and meal expenses if the delay in your travel is caused by: your failure to check in according to your itinerary, or hijack, strike, riot or civil commotion. What we will pay We will pay you for: reasonable accommodation and meal expenses that you incur limited to $200 for each 12 hour period of delay, up to a maximum $1,000 in total for accommodation and meal expenses incurred due to the delay. We do not apply any excess to a claim paid under this section. What we will not pay If we agree to pay a claim under this section, we will not pay more than: the limits shown

24 Section 6 Personal baggage and travel documents When we will pay We will pay for loss of or damage to your personal baggage, clothing or personal effects that you: take with you on your journey, or check in with the transport provider as accompanying baggage, or buy on your journey. You can only claim for loss of or damage to your personal baggage, clothing or personal effects if: the loss or damage occurs during your journey and during the period of insurance, and you made a report to: the police or a local government authority within 24 hours of a loss or theft becoming known to you, and you provide us with a written report from them, or the transport provider within 72 hours of any loss or damage to personal baggage which occurs while the baggage is in their custody, and you provide us with a written report from them, and your claim is not excluded by the When we will not pay part of this section or by any of the general exclusions listed on pages 60 and 61. When we will not pay We will not pay for loss of or damage to your personal baggage, clothing or personal effects: left unattended or forgotten by you or your travelling companion in a public place or on public transport left in a motor vehicle unless: the item was stored and concealed in a locked luggage compartment or, if there was no lockable luggage compartment, stored completely out of view, and the motor vehicle was locked and forcible and violent entry was used to gain access to it arising from any delay, detention, confiscation or destruction by customs officials or other authorities as a result of wear and tear, mildew, rust or corrosion, the action of insects or vermin that are glass, or other fragile or brittle items (other than lenses in spectacles, binoculars or photographic equipment) unless caused by fire, theft, or accident to the transport in which such items were being carried, or sent in advance, mailed or shipped separately. We also will not pay for loss of or damage to: clothing and personal effects that occurs during, or because of, cleaning, dyeing, altering or repairing cash, bank or currency notes or negotiable instruments household furniture, bicycles and bicycle accessories, snowboards, surfboards and surfboard accessories, or contact lenses