The insurer

This insurance is underwritten by Pacific International Insurance Pty Ltd ABN 83 169 311 193, AFSL No 523921.

Travel Insurance Direct

This policy is distributed and issued by Travel Insurance Direct, ABN 30 121 659 470, AR 305589 (Travel Insurance Direct), who are an authorised representative of nib Travel Services (Australia) Pty Limited, ABN 81 115 932 173, AFSL No 308461 (nib). For information on how these insurance providers work together and the services they provide, please refer to the FSG at the back of this combined document.

Automatically covered conditions

We automatically cover you for over 40 existing medical conditions which may exist at the time you buy your policy. Your medical condition is classified by us as an automatically covered condition if it’s listed in the table below, provided that you satisfy all criteria listed for that condition. You must read this section together with the General exclusions, as these may affect your cover.

What is covered?

If you have to cancel or rearrange your trip because of one of the reasons listed under What are the events that will be covered under this section?, we will pay either:

1. the non-refundable portion of your pre-paid travel arrangements and cancellation fees charged by your travel agent; or

2. the cost to rearrange your trip, provided that the cost is not greater than the amount that would have been incurred had you cancelled the trip,

for anyone listed on your Certificate of Insurance.

What is not covered?

1. We will not pay for a loss arising from any event other than those listed as covered under the Cancellation and additional expenses section.

2. We will not pay for any unused pre-paid transport costs where we have repatriated you a distance equivalent to, or greater than, the total distance remaining on your itinerary at the point of repatriation. Where the total distance of the repatriation is less than the unused travel arrangements we will calculate your entitlement on a pro-rata basis, taking into account the cost of your original ticket.

3. We will not pay for any pre-paid snow sports arrangements unless you have purchased the Snow sports cover option and this option is shown on your Certificate of Insurance.

4. There is no cover where you have made a claim for the same costs under any other section of the policy.

5. We will not pay for any non-refundable costs for anyone not named on your policy.

6. We will not pay more than the cancellation limit amount that you selected which appears on your Certificate of Insurance.

7. In the case of Agent’s cancellation fees, we will not pay more than the limit outlined in the Schedule of benefits.

What is the most we will pay?

The most we will pay per policy for this benefit is the Cancellation - chosen limit shown on your Certificate of Insurance.

If you paid for any part of your trip using loyalty points or similar reward points, the amount we will pay is calculated as follows:

1. the cost of the equivalent class airline ticket, based on the best available advance purchase airfare for the same season of the following year, less your financial contribution towards the airline ticket;

2. multiplied by the total amount of points lost;

3. divided by the total amount of points redeemed to obtain the airline ticket.

We will not pay for or reinstate your Frequent Flyer Points or similar reward points if you are able to recover the points or their value from any source.

What is covered?

We will cover you for expenses you incur for your reasonable additional travel, accommodation, meals, internet use and emergency telephone calls, if you have to interrupt your trip after it has begun, because of an event set out under What are the events that will be covered under this section?.

We will pay the higher of the non-refundable cancellation fees or the additional rearrangement costs that have been incurred as a result of the same event.

What is not covered?

1. We will not pay for a loss arising from any event other than those listed under What are the events that will be covered under this section?.

2. We will not pay any additional travel you undertake above the fare class that you originally chose, except where we agree a different fare class is reasonable on the basis of a written recommendation provided by your attending medical practitioner.

3. If the interruption to your trip requires repatriation or an early return to Australia, you must not organise any additional travel or accommodation in excess of $2,000 without prior consent from us. If you do not contact us for our prior consent, we may limit what we pay to what are reasonable expenses in the circumstances.

4. If you return to your home in Australia because of the interruption and you did not have a return ticket at the time of the event that causes a claim under this section, we will deduct from the amount we pay you the cost of an economy class airfare at the carrier’s regular published rates for the return journey.

5. We will not pay for any expenses you incur to resume your trip after you have returned to your home in Australia, except as set out under the section Resumption of trip.

6. We will not pay for additional accommodation where you have claimed for cancelled accommodation expenses covering the same period of time.

7. We will not pay for accommodation expenses for periods where you have not forfeited pre-paid accommodation arrangements, except as set out under Post-hospital accommodation, or if you are past your planned return date and we agree that you are unfit to travel.

8. There is no cover where you have made a claim for the same event under any other section of the policy.

What is the most we will pay?

The most we will pay for this benefit is shown in the Schedule of benefits for your chosen plan. Limits apply per adult traveller and are not increased for accompanying children.

When does the cover begin and end?

The cover under this benefit begins when you leave hospital and ends when your medical practitioner deems you are fit to resume your trip, or after 5 days, whichever occurs first.

What is covered?

We will cover you if you are hospitalised overseas for more than 48 hours because of an illness or injury which first happened while you were outside Australia on your trip, and you need accommodation to recover from your illness or injury after you leave hospital. Before we will pay this you must have consent from us. If you do not contact us for our prior consent, we may limit what we pay to what are reasonable expenses in the circumstances.

What is not covered?

1. We will not pay for post-hospitalisation accommodation expenses when you have also made a claim for cancelled accommodation expenses covering the same period of time.

2. There is no cover where you have made a claim for the same costs under any other section of the policy.

What is the most we will pay?

The most we will pay for this benefit is shown in the Schedule of benefits for your chosen plan. Limits apply per adult traveller and are not increased for accompanying children.

What is covered?

We will cover you for:

1. reasonable and necessary emergency medical, hospital and ambulance expenses that you incur arising from your death or your new illness or injury, or automatically covered condition;

2. a return economy class airfare and reasonable accommodation for a friend or relative to travel directly to you, if you are hospitalised with a sudden, life-threatening injury or illness during your trip;

3. dental treatment expenses you incur arising from an injury to healthy natural teeth and which cannot be delayed until your return to Australia.

All treatment must be provided by a qualified and registered medical practitioner in the country you are being treated in.

Where you need treatment for an injury by a physiotherapist, chiropractor or osteopath, you may have the first 6 treatments without asking us. Any treatments after that must be with our consent.

All expenses under this section must be incurred within 12 months of the date of the illness or injury.

What is not covered?

1. There is no cover for any medical, hospital, dental or ambulance expenses you incur in Australia.

2. There is no cover for medical expenses arising from you travelling with the intention of receiving medical treatment.

3. There is no cover under this benefit for a loss arising from an illness or injury, the signs and symptoms of which you first became aware of after you purchased your policy but before you started your trip, where you did not obtain confirmation from your medical practitioner that you were fit to travel.

4. There is no cover for damage to dentures or dental prostheses under this section. Refer to the Luggage and personal effects section for cover that may be available.

5. There is no cover for dental expenses arising from gingivitis, decay, normal wear and tear or the normal maintenance of dental health.

6. There is no cover for crowns, caps, whitening, cleaning, scaling, creation of a new dental bridge or dental implants.

7. There is no cover for ongoing payments under this benefit if we decide, based on the reasonable recommendation of a medical practitioner appointed by us, that you are capable of being repatriated to Australia. If you do not agree to return to Australia to continue your medical treatment, ongoing cover will be limited to what we determine would have been the cost to return you to Australia.

8. There is no cover where you have made a claim for the same costs under any other section of the policy.

What is the most we will pay?

The most we will pay for this benefit is shown in the Schedule of benefits for your chosen plan. Limits apply per adult traveller and are not increased for accompanying children, subject to the following:

• Medical expenses to treat an illness or injury must be reasonable and medically necessary,

• The most we will pay for a dental injury event requiring only dental treatment is $1,000.

What is covered?

We will cover you if you are hospitalised overseas for more than 48 continuous hours because of an illness or injury which first happened while you were outside Australia on your trip.

What is the most we will pay?

The most we will pay for this benefit is shown in the Schedule of benefits for your chosen plan. Limits apply per adult traveller and are not increased for accompanying children.

What is covered?

We will cover you for dental treatment expenses you incur overseas to relieve sudden and acute dental pain.

We will pay expenses which we believe are reasonable and necessary to treat the pain. Before we will pay this you must give us written certification from your treating dentist that treatment is necessary to alleviate your pain. Any treatment you receive must be given by a dentist or oral surgeon who is registered to practice in the country where you receive treatment.

What is not covered?

1. There is no cover for dental expenses arising from gingivitis, normal wear and tear or the normal maintenance of dental health.

2. There is also no cover for any dental expenses you incur in Australia.

3. There is no cover for crowns, caps, whitening, cleaning, scaling, creation of a new dental bridge or dental implants.

4. There is no cover for cosmetic dentistry.

5. There is no cover where you have made a claim for the same costs under any other section of the policy.

What is the most we will pay?

The most we will pay for this benefit is shown in the Schedule of benefits for your chosen plan. Limits apply per adult traveller and are not increased for accompanying children.

What is covered?

We will cover you if during your trip any individual leg of your pre-paid, scheduled public transport is delayed for at least 6 hours due to an unforeseen reason outside your control.

We will cover you for:

1. the reasonable cost of rearranging your travel arrangements to resume your pre-paid arrangements; and

2. the cost of reasonable additional accommodation and meals.

What is not covered?

There is no cover where you have made a claim for the same costs under any other section of the policy.

What is the most we will pay?

The most we will pay for this benefit is shown in the Schedule of benefits for your chosen plan. Limits apply per adult traveller and are not increased for accompanying children.

What is covered?

We will cover you if your trip is interrupted by an event that is not anticipated, is unexpected, and is outside of your control, and you are unable to arrive at your destination by the time originally scheduled for the purpose of attending a wedding, funeral, conference, 25th or 50th wedding anniversary, concert or ticketed sporting event which cannot be delayed as a consequence of your late arrival. We will pay for the reasonable additional cost of using alternative public transport to arrive at the destination on time.

What is not covered?

There is no cover where you have made a claim for the same costs under any other section of the policy.

What is the most we will pay?

The most we will pay for this benefit is shown in the Schedule of benefits for your chosen plan. Limits apply per adult traveller and are not increased for accompanying children.

What is covered?

We will cover you if you have to return to Australia because of the hospitalisation or death of a close relative in Australia during your trip as a direct result of sudden serious illness or serious injury. We will pay you for the transport costs you have paid to resume your original trip.

However, we will only do so if, at the date you return to Australia:

• you have more than 25% of the duration of your trip remaining, and

• you resume your journey within 6 months from the date that you return to your home in Australia, and

• you have not made a claim for cancellation costs under this policy.

What is not covered?

1. We will pay no more than the cancellation costs that would have been incurred on unused pre-paid arrangements had you not resumed your journey.

2. There is no cover under this policy for any period of time you are in Australia.

3. Your policy will not recommence when you leave Australia to resume your journey. You must take out a new policy to have cover.

4. There is no cover where you have made a claim for the same costs under any other section of the policy.

What is the most we will pay?

The most we will pay for this benefit is shown in the Schedule of benefits for your chosen plan. Limits apply per adult traveller and are not increased for accompanying children.

What is covered?

We will cover you after your trip has begun for expenses you incur for necessary emergency accommodation if your trip is interrupted due to a terrorist act.

What is not covered?

There is no cover where you have made a claim for the same costs under any other section of the policy.

What is the most we will pay?

The most we will pay for this benefit is shown in the Schedule of benefits for your chosen plan. Limits apply per adult traveller and are not increased for accompanying children.

What is covered?

During your trip, we will cover you for reasonable additional travel arrangements you make within 48 hours of a public warning being issued in the mass media of severe weather, natural disaster, riot, strike or civil insurrection that is likely/expected to directly impact your travel arrangements.

What is not covered?

There is no cover where you have made a claim for the same costs under any other section of the policy.

What is the most we will pay?

The most we will pay for this benefit is shown in the Schedule of benefits for your chosen plan. Limits apply per adult traveller and are not increased for accompanying children.

What is covered?

We will cover you if your usual place of residence or business premises in Australia has been destroyed or rendered insecure due to a natural disaster, fire or malicious damage. Cover is limited to the additional expenses incurred in returning you to the nearest practical accommodation to your home in Australia.

What is not covered?

There is no cover where you have made a claim for the same costs under any other section of the policy.

What is the most we will pay?

The most we will pay for this benefit is shown in the Schedule of benefits for your chosen plan. Limits apply per adult traveller and are not increased for accompanying children.

What is covered?

We will cover you for the rental vehicle insurance excess, or the cost of repairing the vehicle, whichever is lower, if:

• you rent a vehicle from a rental company;

• it is damaged by accident, storm, fire or theft; and

• you are a nominated driver on the Rental Vehicle Agreement.

For this benefit to apply, the rental vehicle must have valid comprehensive motor vehicle insurance for the period of hire.

What is not covered?

• This cover is not in place of rental vehicle insurance and only provides cover for the excess component up to the applicable limit.

• There is no cover for your liability arising from your use of a mechanically propelled vehicle (e.g. motor vehicle or motor cycle).

• There is no cover where the loss event is not covered by the rental vehicle’s comprehensive motor vehicle insurance.

• There is no cover for administration or loss of use fees charged by the rental company.

What is the most we will pay?

The most we will pay for this benefit is shown in the Schedule of benefits.

What is covered?

We will pay towards the cost of returning your rental vehicle to the nearest depot, including airport concession charges, if due to a claimable event covered by any section of this policy you are unable to do so during your trip.

What is not covered?

There is no cover where you have made a claim for the same costs under any other section of the policy.

What is the most we will pay?

The most we will pay for this benefit is shown in the Schedule of benefits for your chosen plan. Limits apply per adult traveller and are not increased for accompanying children.

What is covered?

We will cover you for each of the following:

1. accidental loss, theft of, or damage to, your luggage or personal effects including things you buy during the trip, while they are accompanying you during your trip.

2. loss of, or damage to, dentures or dental prostheses whilst not on your person during your trip.

3. the cost of medical consultation fees you incur to replace prescription medication which is accidentally lost, stolen or damaged, together with the cost of the medication itself.

4. theft of, or damage to, your luggage or personal effects while they are left concealed during daylight hours in a locked motor vehicle, motor home, or caravan. There must be proof of forced entry into the vehicle.

5. theft of, or damage to, your luggage or personal effects while they are left in a locked storage facility. There must be proof of forced entry into the facility.

What is not covered?

There is no cover under this section for any of the following:

1. accidental loss or damage to or theft of:

   1. cash, bank or currency notes, cheques or negotiable instruments other than allowed for under the Stolen cash section;

   2. fragile or brittle items (eg. glass or china), except loss or damage caused by fire, or by accident to the transport carrying them;

   3. damage to computer, tablet or smartphone screens at any time;

   4. damage to software or applications;

   5. luggage or personal effects that are being transported independently of you;

   6. luggage or personal effects that you leave unattended or that occurs because you do not take reasonable care to protect it;

   7. luggage or personal effects for which you are entitled to compensation from the carrier;

   8. personal computers, smartphones, communication or photographic equipment, electronic equipment, jewellery or watches left by you in a motor vehicle, a motor home or a caravan for any length of time, even if they are locked in the motor vehicle, motor home or caravan;

   9. luggage or personal effects left by you for any length of time:

      1. in an unlocked motor vehicle, motor home or caravan; or

      2. unconcealed in a motor vehicle, motor home or caravan; or

      3. between sunset and sunrise in a motor vehicle, motor home or caravan.

   10. luggage or personal effects left by you in a tent for any length of time;

   11. personal computers, smartphones, communication or photographic equipment, electronic equipment, jewellery or watches checked in as luggage;

   12. trade items, trade samples or your tools of trade or profession;

   13. gold or precious metals, precious unset or uncut gemstones;

   14. watercraft of any type (excluding theft of surfboards or damage to surfboards whilst in the custody of a carrier);

   15. sporting equipment whilst in use;

   16. snow sports equipment unless you have selected the Snow sports cover option and paid the additional premium;

   17. luggage or personal effects that have been left in a locked storage facility for greater than 48 hours.

2. losses arising from wear and tear or depreciation of property or damage by the action of insects or vermin, mildew, humidity, rust or corrosion.

3. malfunction repair costs or losses arising from mechanical or electrical breakdown.

4. where you have made a claim for the same costs under any other section of the policy.

What is the most we will pay?

The most we will pay for this benefit is shown in the Schedule of benefits for your chosen plan. Limits apply per adult traveller and are not increased for accompanying children. We will not pay more than the original price you paid for an item, even if the applicable limit set out in the Schedule of benefits is higher.

We will, after allowing for wear, tear, and depreciation, choose to:

1. pay or reimburse the cost of repairing your item; or

2. replace your property; or

3. pay you its depreciated value in cash.

To achieve a reasonable settlement, we consider the circumstances of the loss, the age, condition and value of the original item and the extent of any damage.

The limits for specific items are set out in the Schedule of benefits and depend on the plan you have chosen, unless you have separately insured an item under the Specified items option.

A pair or related set of items are considered to be one item (for example, a camera and its lenses (attached or not), tripod and accessories, a chain and pendant, or a pair of hearing aids) unless each individual item has been separately insured under the Specified items option.

If you have separately insured an item under the Specified items option, depreciation does not apply. In the event of a claim you must provide us with a receipt or valuation which is dated from before you specified the item on your policy. If you are not able to supply this, the item(s) will be settled in accordance with the items limits listed in the Schedule of benefits, and the additional premium you paid to specify the item will be reimbursed to you.

Items separately insured under the Specified items option are covered up to the amount specified and will not be deducted from the total luggage limit set out in the Schedule of benefits.

Depreciation

The nominated depreciation rate will apply to each year of age or part thereof (calculated pro-rata on a monthly basis) up to a maximum of 80% of the original purchase price of that item.

Depreciation amounts

For items not listed above, we will apply the depreciation amount of the category which we reasonably determine most closely describes your item.

What is covered?

We will cover you towards the cost of purchasing essential articles such as clothing, toiletries and personal requisites if your accompanied luggage is delayed, misdirected or temporarily misplaced by the carrier for a period in excess of 10 hours during your trip. If your luggage is not recovered, the amount paid by us for the loss will be reduced by the total of any amounts paid for under this section.

What is not covered?

1. There is no cover where you have made a claim for the same costs under any other section of the policy.

2. There is no cover for purchase of jewellery, perfume, fragrances or alcohol.

3. This benefit does not apply on the leg of your trip that returns you to your home in Australia.

What is the most we will pay?

The most we will pay for this benefit is shown in the Schedule of benefits for your chosen plan. Limits apply per adult traveller and are not increased for accompanying children.

If after 72 hours your accompanied luggage is still missing, the applicable limit for this benefit is doubled.

What is covered?

We will cover you for the loss of cash that was either carried on your person at the time of loss or secured in a locked safe, provided that you reported the loss to the police immediately or as soon as possible after becoming aware of the loss and obtained a written police report.

What is not covered?

There is no cover where you have made a claim for the same costs under any other section of the policy.

What is the most we will pay?

The most we will pay for this benefit is shown in the Schedule of benefits for your chosen plan. Limits apply per adult traveller and are not increased for accompanying children.

What is covered?

If your golf or surf equipment is accidentally lost, delayed or damaged during your trip we will pay for the cost of hiring replacement golf or surf equipment.

What is not covered?

There is no cover where you have made a claim for the same costs under any other section of the policy.

What is the most we will pay?

The most we will pay for this benefit is shown in the Schedule of benefits for your chosen plan. Limits apply per adult traveller and are not increased for accompanying children.

What is covered?

We will pay for the cost of reissuing or replacing your travel or personal documents, drivers licence, travellers’ cheques, passport, or debit or credit cards, after they have been stolen, accidentally lost or damaged during your trip.

We will also cover the reasonable cost of you travelling to the nearest location where the documents can be replaced. You must comply with any conditions of the issuing body of the travel documents, travellers’ cheques, passport, or debit or credit cards.

What is not covered?

There is no cover where you have made a claim for the same costs under any other section of the policy.

What is the most we will pay?

The most we will pay for this benefit is shown in the Schedule of benefits for your chosen plan. Limits apply per adult traveller and are not increased for accompanying children.

What is covered?

We will cover you for the fraudulent use of your credit or debit card if it was accidentally lost, skimmed or stolen during your trip. You must comply with any conditions of the issuing body of the credit or debit card.

What is not covered?

1. There is no cover under this benefit if the credit or debit cards are fraudulently used by you, your relative or a travelling companion.

2. There is no cover where you have made a claim for the same costs under any other section of the policy.

What is the most we will pay?

The most we will pay for this benefit is shown in the Schedule of benefits for your chosen plan. Limits apply per adult traveller and are not increased for accompanying children.

What is covered?

We will pay your Estate if during your trip:

• you suffer an injury which results in your death within 12 month of the injury being sustained; or

• you disappear and are presumed dead because your means of transport disappeared, sank or was wrecked, and your body has still not been found 12 months after your disappearance.

What is not covered?

1. There is no cover if your death arises from an illness or your suicide.

2. There is no cover where you have made a claim for the same costs under any other section of the policy.

What is the most we will pay?

The most we will pay for this benefit is shown in the Schedule of benefits for your chosen plan. Limits apply per adult traveller and are not increased for accompanying children.

What is covered?

We will pay for expenses for your burial or cremation overseas if you die during the trip.

What is not covered?

There is no cover where you have made a claim for the same costs under any other section of the policy.

What is the most we will pay?

The most we will pay for this benefit is shown in the Schedule of benefits for your chosen plan. Limits apply per adult traveller and are not increased for accompanying children.

What is covered?

We will cover you if during your trip you suffer an injury and as a result of that injury you suffer total permanent disability within 12 months of sustaining the injury.

What is not covered?

1. There is no cover if you suffer total permanent disability arising from an illness.

2. There is no cover where you have made a claim for the same costs under any other section of the policy.

What is the most we will pay?

The most we will pay for this benefit is shown in the Schedule of benefits for your chosen plan. Limits apply per adult traveller and are not increased for accompanying children.

What is covered?

We will cover you if due to an injury you suffer during your trip, and on the advice of your medical practitioner, you are unable to return to your usual place of employment or take up an offer of employment in Australia.

We will pay you for:

• your average monthly income based on your previous 12 months earnings (net of income tax) in the case you are unable to return to your usual place of employment; or

• your average monthly income based on your documented projected income for the next 12 months (net of income tax) if you are unable to take up an offer of employment

This benefit is only payable if you are unable to resume or begin your employment within 30 days of the injury. Before we make any payment we will contact Centrelink or similar bodies to confirm any payments that must be deducted from any payment we make.

What is not covered?

1. We will not pay you in respect of the first 30 days after you originally planned to resume work in Australia.

2. There is no cover where you have made a claim for the same costs under any other section of the policy.

What is the most we will pay?

The most we will pay for this benefit is shown in the Schedule of benefits for your chosen plan. Limits apply per adult traveller and are not increased for accompanying children.

What is covered?

We will cover you for non-refundable, pre-paid ski lift passes or ski equipment hire or tuition fees that cannot be used due to your illness or injury sustained during your trip.

What is not covered?

There is no cover where you have made a claim for the same costs under any other section of the policy.

What is the most we will pay?

The most we will pay for this benefit is shown in the Snow sports cover option. Limits apply per adult traveller and are not increased for accompanying children.

What is covered?

We will pay you if you are prevented from skiing at a pre-booked ski resort for more than 24 continuous hours during your trip, because insufficient snow, too much snow or high winds caused a total closure of the lift system.

What is not covered?

1. We will not cover you for claims in respect of ski resorts that do not have skiing facilities at least 1,000 metres above sea level. We will not cover you for claims that arise due to insufficient snow in Northern Hemisphere ski resorts outside the period 15 December to 31 March, or in Southern Hemisphere ski resorts outside the period 1 July to 30 September.

2. There is no cover where you have made a claim for the same costs under any other section of the policy.

What is the most we will pay?

The most we will pay for this benefit is shown in the Snow sports cover option. Limits apply per adult traveller and are not increased for accompanying children.

What is covered?

We will pay you the reasonable cost of hiring replacement equipment if your snow skiing equipment is lost, delayed or damaged during the trip.

What is not covered?

There is no cover where you have made a claim for the same costs under any other section of the policy.

What is the most we will pay?

The most we will pay for this benefit is shown in the Snow sports cover option. Limits apply per adult traveller and are not increased for accompanying children.

Claims service standard

Our claims service standard is to make a decision on your claim within 10 working days upon the receipt of a completed claim form, all relevant information and after we have completed all enquiries. If more information is required we will contact you within 10 working days of receiving your claim.

GST

If you’re a business you must tell us if you’re registered, or are required to be registered, for GST. When you do this, we need you to give us:

• Your ABN

• The percentage of any input tax credit you will claim, or will be entitled to claim, on your premium.

When we pay a claim, your GST status will determine the amount we pay you. Your claim settlement amount will be adjusted to allow for any ITC entitlement.

Unless we say otherwise, all amounts in your policy are inclusive of GST. There may be other taxation implications affecting you, depending upon your own circumstances. We recommend you seek professional advice.

How claims administration and legal proceedings are undertaken

When a claim is made we have the right, at our discretion, to exercise all the legal rights of the person making the claim relating to the incident and to do so in their name. We’ll take fair and reasonable action in the administration, conduct or settlement of the claim including any recovery or defence we think is necessary.

We’ll also report any suspected fraudulent act to the police for further investigation.

Other insurance and contribution

You must notify us of any other insurance which will or may, whether in whole or in part, cover any loss insured under your policy.

If at the time of any loss, damage or liability there’s any other insurance (whether effected by you or by any other person) which covers the same loss, damage or liability you must provide us with any reasonable assistance we require to make a claim for contribution from any other insurer(s).

Losses recoverable from another source

If your loss has been caused by someone else, for example, your luggage is damaged by a carrier, you are required to make every reasonable attempt to recover from the responsible party and provide documentation of that to us. If they do not pay you the full amount of your claim and your claim is covered under your policy, we will make up the difference. You must claim from them first.

If we have a claim against someone in relation to the money we have to pay under this policy, you must do everything you can to help us recover that money in legal proceedings. If you are aware of any third party that you or we may recover money from, you must inform us of such third party.

If we pay any expenses on your behalf or reimburse you for any loss, and you later receive payment from any other source for these expenses, you must pay us the amount of that payment up to the amount of the claim we paid you.

If we pay you for stolen or damaged property and you later recover the property or it is replaced by a third party, you must pay us the amount of the claim we paid you.

Providing proof

You must be able to provide us with evidence confirming that you’ve suffered a loss covered by your policy before we’ll pay you for it. We may ask you for this evidence if you make a claim under your policy. So your claim can be assessed quickly, make sure you keep the following:

• proof that you owned the item; and

• proof of its value and age.

Therefore you should keep all relevant receipts, accounts, valuations and police or medical reports.

If you cannot provide the evidence or proof that we ask for we may not pay you.

Salvage

We’re entitled to obtain and retain any items or materials salvaged or recovered after you make, and we agree, to pay a claim by replacing or paying to replace any items or materials. We may sell the items or materials and keep the proceeds. We may choose to sell the items or materials to you, provided you agree to pay market price.

Subrogation, recovery action and uninsured loss

We may at any time, at our expense take fair and reasonable action in your name to secure reimbursement for loss or damage arising under your policy. In the event we do so, you agree to give all reasonable assistance for that purpose.

If you’ve suffered loss that wasn’t covered by your policy as a result of the incident, we may offer to attempt to recover this. You may also specifically ask us to recover this for you. You’ll need to give us documents supporting your loss. Before we include any uninsured loss in the recovery action we’ll also ask you to agree to the basis on which we’ll handle your recovery action. You may need to contribute to legal costs in some circumstances.

Preventing our right of recovery

If you’ve agreed not to seek compensation from any person liable to compensate you for loss, damage or liability covered by your policy, we won’t cover you for that loss, damage or liability.

How we handle complaints

If you have a complaint arising out of this insurance or the financial services provided by the insurer, nib, our authorised representatives, distributors or affiliates, please contact:

nib Customer Relations
PO Box A975
Sydney NSW 1235 Australia
Phone: 1300 025 121
Email: [email protected]

nib will acknowledge your complaint within 1 business day of receiving it and provide you with the contact details of the person handling your complaint. We will do our utmost to resolve the complaint to your satisfaction within 10 business days.

If we are unable to resolve the complaint to your satisfaction within 10 business days, we will keep you informed about the progress of your complaint at least every 10 business days.

The Australian Financial Complaints Authority (AFCA) provides fair and independent financial services complaint resolution that is free to consumers. You can take your complaint to AFCA at any time.

If we are unable to resolve your complaint within 30 calendar days of the date on which you first made the complaint, or if you are still not satisfied with the outcome, you can choose to have your complaint independently reviewed at any time by AFCA.

AFCA can be contacted at:

Website: afca.org.au
Email: [email protected]
Telephone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

In the event you choose to escalate your complaint to AFCA, please direct it to nib Travel Services (Australia) Pty Ltd when completing the AFCA complaints form.

Should you choose to refer your complaint to AFCA, you must do so within 2 years of our final decision. If you have a complaint about nib or one of our partners, feel free to contact our Customer Relations team by post, email or telephone.