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• Head Office Zurich Tower, 118 Mount Street, North Sydney NSW 2060 Australia

General Enquiries

Manage Your Policy Online

Log in to our customer portal using your name and Cover-More policy number.

Your attempt to login has failed. Please check that the details you have entered match the details on your certificate of insurance and try again.

* Indicates a required field

What can I do online?

You can review and edit the key elements of your travel insurance policy, including:

• Updating your traveller details
• Customising your policy inclusions
• Editing your trip dates
• Cancelling your policy

You can find the answers to FAQs here .

You can also call us on 1300 72 88 22 (we're here to help Monday to Friday 8am - 7pm, Saturday 9am - 4pm, and Sunday 10am - 3pm AEDT) or email us at [email protected] .

Limits, sub-limits, conditions and exclusions apply. Insurance administered by Cover-More Insurance Services Pty Ltd (ABN 95 003 114 145, AFSL 241713) on behalf of the product issuer, Zurich Australian Insurance Limited (ABN 13 000 296 640, AFSL 232507). Any advice is general advice only. Please consider your financial situation, needs and objectives and read the Combined FSG/PDS before deciding to buy this insurance.

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Travel / Travel insurance / Managing your policy

Managing your travel insurance policy

Here’s how to update your contact details, locate your Certificate of Insurance and make changes to your travel insurance policy, online.

Managing your policy

Your online travel insurance portal.

Log on to your secure Travel Insurance portal where you can easily:

• Download your Certificate of Insurance
• Update your contact info
• Change the details of your trip
• Add or remove names of people travelling with you (only for CBA Travel Insurance)
• Change your cover options
• Cruise cover
• Snow Sports cover
• Motorcycle/ Moped riding cover
• Adventure activities cover
• Vehicle rental cover

If you’ve activated the international travel insurance included with an eligible credit card, please read the  Credit Card Insurances Product Disclosure Statement and Information Booklet

For eligible credit cards, you must spend at least $500 in a single transaction on your prepaid travel costs and activate to ensure you receive any cover, including Overseas Medical cover # . For World Debit Mastercards, you need to activate to receive comprehensive cover. Overseas Medical cover and personal liability insurance is automatically included.​

Please read the Credit Card Insurances Product Disclosure Statement and information booklet (PDF) or World Debit Mastercard insurances Product Disclosure Statement and Information Booklet (PDF) for more information.

If you’ve purchased CBA Travel Insurance, please read the  Combined Product Disclosure Statement and Financial Services Guide

What about cancelling or changing my CBA Travel Insurance  policy?

• You can cancel or change your CBA Travel Insurance policy at any time before you depart on your trip
• If you cancel within the cooling-off period (within 21 days of the date of purchase) Cover-More will give you your money back, provided you have not already made a claim under the travel insurance policy or departed on your journey
• For credit card included insurance the cooling-off period applies only to the upgrade portion of the policy
• Call Cover-More on 1300 467 951 between 8am-5pm Monday-Friday and 9am-4pm Saturdays (Sydney/Melbourne time) within the cooling-off period, to cancel your travel insurance policy. 

Log on to dashboard

How to make a claim

Your travel insurance claim will be managed by Cover-More, our travel insurance provider.

There are two ways to make a claim:

• Make a claim online
• Call Cover-More on  1300 467 951  within Australia or +612 8907 5060 from overseas (call charges may apply)

Here's how to make a claim

In an emergency

Make a local or international call

Within Australia : call Cover-More on  02 8907 5641  (24/7)

Within Australia, to report a lost or stolen CommBank card : call us on  13 2221  (24/7)

From overseas : call Cover-More on  +61 289075641  (24/7)

From overseas, to report a lost or stolen CommBank card : call us on + 61 2 9999 3283  (24/7)

Things you need to know

Insurance is provided by Zurich Australian Insurance Limited, ABN 13 000 296 640, AFS Licence Number 232507 through its agent Cover-More Insurance Services Pty Ltd ABN 95 003 114 145, AFSL 241713 (Cover-More) for Commonwealth Bank of Australia (CBA).

# For eligible credit cards, you will need spend at least $500 in a single transaction on your prepaid travel costs (e.g. the cost of your return overseas travel ticket, prepaid accommodation, cruise, travel or tour) by charging the cost for that trip on your eligible card account before leaving Australia and activate to receive any cover, including Overseas Medical cover. You will also qualify if the $500 worth of prepaid travel costs is redeemed using CommBank Awards points. You will need to provide a copy of the letter/statement/email confirming the redemption.

Terms, conditions, restrictions, exclusions (including for pre-existing medical conditions and persons aged 80 years or over for international travel insurance included with eligible credit cards or aged 74 years or over for CBA Travel Insurance), limits and excesses may apply to all insurances.

Refer to the relevant PDS for more information.

Before activating the international travel insurance included with an eligible credit card, please read the Credit Card Insurances Product Disclosure Statement and Information Booklet  for more information.

If you have activated international travel insurance included in your CommBank credit card on or before 6 February 2024, please refer to the  Credit Card Insurances Product Disclosure Statement and Information Booklet – effective 2 June 2023 .

Before making a decision on CBA Travel Insurance, please read the  Combined Product Disclosure Statement and Financial Services Guide  for more information.

CBA and its related bodies corporate do not issue or guarantee this insurance. It does not represent a deposit with or liability of either CBA or any of its related bodies corporate. We do not provide any advice on this insurance based on any consideration of your objectives, financial situation or needs. If you purchase a CBA Travel Insurance policy, we (CBA) receive a commission which is a percentage of your premium.

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Travel Insurance

You have spent a lot of time planning and saving for your upcoming vacation. Your departure date will be here before you know it. However, we all know things don’t always go according to plan. What would you do if something unexpected happened before or during your trip? For instance, your flight is canceled or delayed, you experience a medical emergency, or your baggage is lost during transit?

Travel insurance can help provide a much-needed safety net if:

• You or a family member get sick the day before your departure, and you cannot travel  - Opens a dialog   
• You have a medical emergency while on your trip  
• You arrive at your destination, but your bags do not  
• You miss your plane due to a car accident on the way to the airport  

These things and more can happen and a travel insurance plan can provide valuable benefits that help cover expenses when they do.

Travel with confidence knowing that your travel insurance also provides 24/7 travel and emergency assistance. You can relax and enjoy your vacation knowing that help is just a phone call away should you need assistance 1-844-246-8470.

Don’t let an unexpected event interfere with your vacation; let a travel insurance plan help protect you against the unexpected.

Please Note: To be eligible for the waiver of pre-existing medical condition exclusion, the protection plan must be purchased within 21 days from the time you make your initial trip payment. The full coverage terms and details, including limitations and exclusions, are contained in the insurance policy. For details: https://47-0351.covermore.com

Travel Insurance is offered and provided by Cover-More Inc., a company of Zurich, as made available through CWC Travel Inc., for Costco Travel. Plans are not available to residents of New York at this time. The product descriptions provided here are only brief summaries. The full coverage terms and details, including limitations and exclusions are contained in the insurance Policy. Cover-More Inc. CA Agency License #0N13321. Insurance coverage underwritten by individual member companies of Zurich in North America, including Zurich American Insurance Company (NAIC #16535).

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Welcome to your online travel insurance claim portal

To submit a new travel insurance claim you’ll need to:, read travel alerts which may affect your claim.

Travel alerts indicate if a claim can be made for a specific event based on when a policy was purchased. Click here to view travel alerts.

Have the following details and documents ready

• Your policy number and personal details
• Supporting documentation for your claim (this could include your itinerary, receipts, authorisation letters, flight details, etc.)
• Bank account details for payment of your claim

If you booked your trip with a travel agent and are claiming cancellation or amendment costs, please download and ask your travel agent to complete this agent form for you.

It may take 15-30 minutes to submit your claim, depending on the type of claim. Use the ‘save for later’ button at any stage to save your claim information to complete later. Once you submit your claim, a Claims team member will be in contact within 30 working days.

To submit a claim for “Other Insurances” (as applicable) you’ll need to:

Complete a claim form (specifically the section headed ‘general information on pages 2-3 and the section headed ‘other expenses claimed’ on page 8).

Please download and complete the claim form . Use this form to claim under these insurances:

• Interstate Flight Inconvenience
• Transit Accident
• Price Guarantee
• Purchase Security
• Extended Warranty

Follow the instructions on the claim form. When finished, you can email or post the form to us.

Let's start with your policy information

If you received a Certificate of Insurance, it will contain your policy number. If you are claiming on international travel insurance included with your credit card, you may not have been issued a policy number.

Your cover information

If you are making a claim on your international travel insurance included with your credit card, enter your details below., your credit card privacy is protected. we cannot use the details below to identify your full credit card number..

• First six digits of your Credit card
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• Travel Insurance

The journalists on the editorial team at Forbes Advisor Australia base their research and opinions on objective, independent information-gathering.

When covering investment and personal finance stories, we aim to inform our readers rather than recommend specific financial product or asset classes. While we may highlight certain positives of a financial product or asset class, there is no guarantee that readers will benefit from the product or investment approach and may, in fact, make a loss if they acquire the product or adopt the approach.

To the extent any recommendations or statements of opinion or fact made in a story may constitute financial advice, they constitute general information and not personal financial advice in any form. As such, any recommendations or statements do not take into account the financial circumstances, investment objectives, tax implications, or any specific requirements of readers.

Readers of our stories should not act on any recommendation without first taking appropriate steps to verify the information in the stories consulting their independent financial adviser in order to ascertain whether the recommendation (if any) is appropriate, having regard to their investment objectives, financial situation and particular needs. Providing access to our stories should not be construed as investment advice or a solicitation to buy or sell any security or product, or to engage in or refrain from engaging in any transaction by Forbes Advisor Australia. In comparing various financial products and services, we are unable to compare every provider in the market so our rankings do not constitute a comprehensive review of a particular sector. While we do go to great lengths to ensure our ranking criteria matches the concerns of consumers, we cannot guarantee that every relevant feature of a financial product will be reviewed. We make every effort to provide accurate and up-to-date information. However, Forbes Advisor Australia cannot guarantee the accuracy, completeness or timeliness of this website. Forbes Advisor Australia accepts no responsibility to update any person regarding any inaccuracy, omission or change in information in our stories or any other information made available to a person, nor any obligation to furnish the person with any further information.

Cover-More Comprehensive Travel Insurance Review

Published: Mar 20, 2024, 2:42pm

Cover-More Travel Insurance offers Australians high-quality cover within its comprehensive plan, including unlimited medical cover that extends to Covid-19. While dental isn’t included in the unlimited medical cover, it is still covered up to $2,000. Plus, Cover-More provides automatic cover for nearly 100 sports and activities, making it a great choice for the adventurous traveller.

Related: Best Travel Insurance Providers for Australians

• Unlimited medical cover
• Maximum age limit of 99 years of age
• Automatic cover for nearly 100 sports and activities
• Snow, cruise and adventure cover cost extra
• Dental not included in unlimited medical cover
• No online discounts

Table of Contents

About cover-more travel insurance, what is covered by cover-more, does it cover me for covid, what about pregnancy, what about sports and activities, customer service.

Cover-More Travel Insurance is part of the Zurich Insurance Group, with the Australian Cover More Travel Insurance policies underwritten by Zurich Australian Insurance Limited. Cover-More was established in 1986 in Sydney, and claims to protect more than 15 million travellers per year with its policies.

The company has won numerous industry awards over the years, and its comprehensive policy has received a 3.3 star ranking from 2843 customer reviews on Australia’s leading consumer review site, ProductReview.

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Fast Cover Travel Insurance

On Fast Cover’s Secure Website

Medical cover

Unlimited, 24/7 Emergency Assistance

Cancellations

Unlimited, (Trip Disruption $50,000)

Key Features

25-Day Cooling Off Period, Australian Based Call Centre, 4.6 Star Product Review Rating

Cover-More Travel Insurance

Covid Cover?

Maximum age limit?

99 years old

Lost luggage cover?

Yes, up to $15,000

Southern Cross Travel Insurance

Medical Cover

Including medical treatment, doctors’ visits, prescribed medication, specialist treatment & medical transport costs

$2,500 with option to increase to unlimited

Cover-More’s Comprehensive Travel Insurance policy is available for travellers up to 99 years of age, subject to meeting the acceptance criteria. Dependent children are also automatically included up to 21 years of age, provided they are financially dependent and are not in full time employment–making this policy a good choice for family holidays.

While Cover-More doesn’t state a maximum amount of credit card fraud it will cover in its comprehensive plan, it does say that it will repay the legal liability of illegal use and also provide a replacement. As for personal liability, this is covered up to $2.5 million.

Additionally, missed connecting flights are covered up to $3000, and there is cover for hire car excess up to $5000 as well. Cancellations are also covered, with the amount chosen by the customer upon taking out the policy.

Lost luggage

Yes, the Cover-More Comprehensive Travel Insurance policy includes lost luggage cover up to $15,000. Sub limits apply; however, item limits can be increased when taking out the policy if required.

Cover-More’s Comprehensive Travel Insurance policy comes with unlimited medical cover. This includes COVID-19 (as explained below) and some pre-existing medical conditions.

There are 32 conditions that are automatically covered in Cover-More’s policy, provided they meet certain criteria. These conditions include epilepsy, asthma, coeliac disease and more.

Other medical conditions require an assessment to determine whether cover will be provided, and may incur an additional premium on the policy. Cover-More urges policyholders to disclose all medical conditions upon taking out a policy to ensure the correct level of cover is provided throughout the trip.

Is Dental Cover Included in Medical?

Dental is not included in Cover-More’s unlimited medical cover. However, policyholders are covered for dental costs up to $2,000.

Related: Review of Travel Insurance Saver Insurance

Yes, Cover-More includes Covid-related medical expenses within its unlimited medical cover. There is also cover up to $5,000 for trip cancellations due to Covid, and additional expenses–such as emergency accommodation if required to isolate–are covered up to $2,500.

Related: Are You Covered for Covid?

When it comes to pregnancy, a single-child pregnancy is automatically covered with Cover-More’s comprehensive plan. For multiple babies, or if the pregnancy was IVF-assisted, policyholders must apply for extra cover upon taking out the policy.

The pregnancy cover that Cover-More provides is only up to week 24 of the pregnancy, and only for serious and unexpected complications. Childbirth is not covered.

Cover-More provides its customers with plenty of choice when it comes to cover for sports and activities on their holiday. Automatically included in the travel insurance policy are 96 different activities, which range from windsurfing and swimming with dolphins to paint balling and archery.

Some activities that are automatically included come with extra conditions in order to be covered, such as hiking/trekking only up to 2000 metres, and hot air ballooning as a passenger through an organised activity only.

Cover-More adds that all activities listed within its 96 automatic-inclusions must be undertaken recreationally and in a non-professional capacity, with certain limits and sub-limits applying.

For travellers looking for travel insurance that covers other sports and activities outside of the 96 listed, Cover-More provides optional add-ons at an extra cost. This includes adventure activities, snow packs and cruise cover.

Cover-More offers its customers 24/7 emergency assistance via a dedicated overseas medical and emergency assistance team known as Cover-More Assist. Policyholders can contact Cover-More Assist by calling +61 2 8907 5619 from anywhere in the world.

There is also a general customer service phone line, and a separate claims line. Alternatively, customers can choose to submit claims online via the Cover-More website.

Frequently Asked Questions (FAQs)

Is there a discount for cover-more travel insurance.

No. At the time of writing, there are currently no online discounts for Cover-More Travel Insurance.

Cover-More does frequently run promotions for its customers (such as the chance to win a $2,000 Visa giftcard or 15% off your policy), with these promotions and deadlines found online at the Cover-More website.

Does Cover-More Travel Insurance cover Covid-19?

Yes, Cover-More’s Comprehensive Travel Insurance policy includes cover for Covid-19. As Cover-More offers unlimited medical cover, COVID-19 related medical needs are included within this.

There is also cover up to $5000 for trip cancellations due to Covid, and additional expenses that incur due to contracting COVID-19 are covered up to $2500.

Is Cover-More Travel Insurance good?

Forbes Advisor compared a wide range of travel insurance policies to find the best choices for Australians. Cover-More Travel Insurance was rated 4.5 out of 5 stars by Forbes Advisor, and also has a 3.3 star ranking from 2,843 customers on independent site, ProductReview.

It is considered a good travel insurance option for Australians, largely due to its unlimited medical cover–which includes Covid coverage–and its many automatically included sports and activities.

Where Can I Find The Cover-More Policy Document?

Cover-More offers a range of different travel insurance policies to Australians, each with differing product disclosure statements (PDS) outlining their inclusions and limitations. The comprehensive plus policy’s PDS can be found here , while the standard comprehensive offering’s policy document can be found here .

For all PDS’ from Cover-More, including its domestic travel insurance offering , you can find them online on the Cover-More website .

Who underwrites Cover-More Travel Insurance?

Cover-More travel insurance is underwritten by Zurich Australian Insurance Limited.

How do I contact Cover-More Travel Insurance?

For general enquiries, Australians can contact Cover-More Travel Insurance by calling 1300 72 88 22.

For policy holders requiring emergency assistance, you can call Cover-More Assist 24/7 from any country on +612 8907 5619.

To make a claim over the phone, policyholders should call 1300 36 26 44.

Complaints can be made via the general enquiries line, by submitting a form online , or emailing [email protected].

Does Cover-More offer domestic travel insurance?

Yes. Along with Cover-More’s comprehensive offering, as reviewed above, the travel insurance provider also provides plans for those travelling domestically.

Cover-More’s domestic plan made it onto Forbes Advisor Australia’s list for our pick of the Best Domestic Travel Insurance , scoring 4 stars out of 5.

From our review, we found that the Cover-More Domestic policy is available for all ages up to 99 years, subject to acceptance criteria such as pre-existing medical conditions. Delays are covered up to $1000, missed connections are also covered up to the value of $2000, and the value of cancellation cover is chosen by the customer.

Sophie Venz is an experienced editor and features reporter, and has previously worked in the small business and start-up reporting space. Previously the Associate Editor of SmartCompany, Sophie has worked closely with finance experts and columnists around Australia and internationally.

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Cover-More Policy Wording Documents

Read our policy wording documents to discover if our travel insurance is right for you.

The information contained in the below Policy Wording documents will help you understand if we can provide appropriate travel insurance options for you and your travel needs.

Please download the relevant Cover-More travel insurance Policy Wording documents in PDF format for the plan/s you’re considering and read them carefully. This will help you make an informed decision about whether to buy a travel insurance policy from us. If you require further clarity, you can contact us to discuss further.

Current policies:

Comprehensive+ (issued on or after 9pm nzst, 29 may 2024).

• View the Policy Wording

This is our most comprehensive travel insurance plan, available for both International and Domestic trips. It includes all our best travel insurance benefits and the highest coverage amounts, plus some COVID-19 benefits as well as options so you can vary your cover. Single Trip or Annual Multi-Trip policies are available on this plan. 

Comprehensive (issued on or after 9pm NZST, 29 May 2024)

This is our best travel insurance plan for travellers looking for a mid-tier policy that contains all the essential benefits you need, plus much more. This quality plan contains some COVID-19 benefits and allows you to include options to vary your cover depending on your trip type. It is available for both International and Domestic trips and can be purchased as a Single Trip or Annual Multi-Trip policy.

Basic (issued on or after 9pm NZST, 29 May 2024)

This is our base-level travel insurance plan for budget-conscious travellers who want cover for the absolute essentials only. It is available for International or Domestic trips and contains some COVID-19 benefits. It is available on a Single Trip policy only.   

Inbound (issued on or after 9pm NZST, 29 May 2024)

This is our comprehensive international plan designed for non-New Zealand residents who are travelling to and within New Zealand from an overseas destination. It includes some COVID-19 benefits and is available for a Single Trip policy only. your cover. Single Trip or Annual Multi-Trip policies are available on this plan. 

Business* Plan: Our plan for individual travellers (for policies purchased on or after 18 October 2023)

• View the  Business Plan Policy Wording.

This is our quality travel insurance for business travellers up to 74 years of age who travel multiple times per year.

It covers business travellers for an unlimited number of trips more than 100km from home, throughout the year, and includes up to six weeks of leisure travel coverage per year.

It includes limited COVID-19 benefits.

This plan is available for purchase via our Customer Service team. It is not available to purchase online.

To get a quote, please complete the enrolment form in the policy wording document and email it to  [email protected] .

Policies issues between 18 October 2023 and up to 9pm NZST, 29 May 2024

• Options Plan Policy Wording (Online)

Policies issued between 6 September 2023 and up to 9pm NZST, 29  May 2024

• Essentials Plan Policy Wording (Phone)
• Your Cover Plan Policy Wording (Phone)
• Essentials Plan Policy Wording (Online)

Policies issued between 9 September 2022 and 17 October 2023:

• Business Plan - Individual Travellers (Phone)

Policies issued between 27 July 2022 and 17 October 2023:

• Options Plan - Comprehensive (Online)

Policies issued between 27 July 2022 and 5 September 2023:

• YourCover Plan (Phone)

Policies issued between 26 April 2022 and 5 September 2023:

• Essentials Plan (Online)
• Essentials Plan (Phone)

Policies issued between 27 July and 8 September 2022:

• Business Plan – Individual Travellers (Phone)

Policies issued between 27 April and 26 July 2022:

• Options Plan – Comprehensive (Online)
• Essentials Plan – Budget (Online)
• YourCover Plan – Premium (Phone)
• Essentials Plan – Budget (Phone)

Policies issued between 9 February and 26 April 2022:

• Essentials Plan – Budget (Online)

Policies issued between 9 December 2020 and 8 February 2022:

Policies issued between 27 october 2020 and 8 december 2020:, policies issued between 10 september 2020 and 26 october 2020:, policies issued between 1 june 2017 and 9 september 2020:.

To obtain a copy of the Policy Wording for policies issued prior to 1 June 2017 – or to ask any general travel insurance cover questions – please contact our team on (0800) 500 225 .

Ready to protect your journey?

Choose the best Cover-More travel insurance plan for you and your trip now.

*Currently, our YourCover, Essentials (Phone), and Business Plans are only available through our agents or by calling our Customer Service on 0800 500 225.

Limits, sub-limits, conditions, and exclusions apply. Insurance administered by Cover-More (NZ) Ltd, underwritten and issued by Zurich Australian Insurance Limited (ZAIL) incorporated in Australia, ABN 13 000 296 640, trading as Zurich New Zealand. Consider the Policy Brochure and wording therein before deciding to buy this product. For further information see Zurich New Zealand’s financial strength rating. © 2023 Cover-More Ltd.

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FAQs: Managing your Cover-More travel insurance policy online 

Learn more about managing your policy online

For answers to frequently asked questions about managing your travel insurance policy online, please read the below or contact us via 1300 72 88 22 during Australian business hours. 

What information do I need to log in to manage my policy online?

To log in to manage your policy online, you will need access to your Certificate of Insurance and the mobile phone associated with your policy.

You will be asked the enter details appearing on your Certificate of Insurance. We will then send a one-time password to the mobile number associated with your policy, to verify your identity.

Once you receive the password, enter it in to begin managing your policy online.

What do I do if I cannot log in to the portal?

Please ensure you enter all 12 digits of your policy number.

Then, ensure the primary traveller’s name is entered in exactly as it appears on the Certificate of Insurance.

If you still cannot log in, please contact 1300 728 822 during Australian business hours for assistance.

What do I do if I do not receive the one-time password needed to log in?

If you do not receive the one-time password to your mobile phone, please ensure the mobile number listed on your policy is accurate. Then, click “Resend Verification Code”.

If the code still does not come through, please contact 1300 728 822 during Australian business hours for assistance.

Can I make changes to my policy once I’ve commenced my trip?

No, you cannot make changes to your policy once you’re commenced your trip.

You can, however, make changes right until the day before the travel start date shown on your Certificate of Insurance.

I’m logged in to manage my policy but I don’t seem to be able to edit anything. How can I edit my policy?

Have you already started your trip or are you heading off today?

You will only be able to make changes to your policy online before your travel start date shown on your Certificate of Insurance.

After this date, please contact 1300 728 822 during Australian business hours for assistance with amending your policy.

Which elements of my policy can I edit online?

You will be able to edit the following elements of your policy online, as long as you log in before the travel start date noted on your Certificate of Insurance:

• Traveller name
• Traveller contact details (Your email address can also be amended after you have commenced your trip)
• Travel dates
• Travel insurance plan (e.g. Changing International Comprehensive Plan to International Comprehensive+ Plan)
• Options to vary your cover (e.g. Adding Adventure cover, Cruise Cover, Snow Sports or Motorcycle/Moped cover Cancellation cover or increased Luggage Item Limits)

To amend any other elements of your policy, please contact 1300 728 822 during Australian business hours for assistance.

Which elements am I unable to edit online?

Unfortunately, you will be not able to edit the following elements of your policy online:

• Your destination
• Any existing medical conditions
• Previously purchased options to vary cover
• Dates (once you have commenced your trip)

Please contact 1300 728 822 during Australian business hours for assistance with amending the above details.

Why can’t I edit the destination or add a new destination online?

The premium for your policy is influenced by your travel destination. Our priority is to ensure that you have the appropriate coverage for your specific needs, regardless of where you are in the world. For this reason, we don't offer the option to change destinations online.

However, if you contact 1300 728 822 during Australian business hours before you begin your trip, we can help you amend your destination.

Why can’t I update my existing medical conditions online?

If there have been changes to your medical condition since the initial assessment, if you have developed a new medical condition, or if you did not let us know of an existing medical condition, it is important we arrange an assessment or re-assessment.

These changes may have an impact on your eligibility for coverage, and our priority is to ensure that you have the appropriate and updated coverage to meet your needs.

If you need to update or inform us regarding a medical condition, please contact 1300 728 822 during Australian business hours for assistance.

Can I edit my travel dates online?

Yes, you can edit your travel dates if you would like to travel for a longer period of time. This can only be edited before the travel start date on your Certificate of Insurance.

The maximum coverage period for a single policy is 12 months, so you cannot extend your travel dates to more than 12 months from the travel start date noted on your Certificate of Insurance.

Unfortunately, you cannot decrease the length of your trip online. To do this, please contact 1300 728 822 during Australian business hours for assistance.

I’ve moved interstate. Why can’t I update my state of residence online?

Insurance policies are interpreted according to the law of the Australian state or territory in which they are issued. The amount charged is calculated to cover the risk and any relevant government charges (e.g. GST and stamp duty), which vary between states and territories. This is why the state of residence field cannot be edited using the portal.

If you need to amend your state of residence, please contact 1300 728 822 during Australian business hours for assistance.

How do I add an additional traveller to my policy?

To add an additional traveller to your policy, you will need to cancel the existing policy online. Then, proceed to purchase a new policy through our website.

Please note that refunds typically take 2-10 business days to appear in your account, depending on your bank's processing time. We understand that this may cause some inconvenience, and we apologise for the inconvenience caused. We are actively working on implementing a feature that will simplify this process in the future.

I need to remove a traveller from my policy, how do I do this?

To remove a traveller from your policy, you will need to cancel the existing policy online. Then, proceed to purchase a new policy through our website.

I want to remove an option to vary my cover (Snow Sports cover, Cruise Cover Motorcycle cover or Adventure cover) from my policy. Can I do this online?

You have the flexibility to vary your policy online by adding coverage for additional activities. However, if you wish to remove or modify the level of cover for any previously included additional activities, it is important that we discuss your options with you.

Our priority is to ensure that you are able to select appropriate coverage for your trip, , helping to keep you protected when travelling and when participating in those activities that can be covered by your policy.

That’s why you’ll need to contact 1300 728 822 during Australian business hours for assistance with this.

I need to change my cancellation/luggage limits. Can I do this online?

You can customise your policy online through adding options to vary your cover.

However, if you would like to modify the levels of cancellation cover or luggage limits that were previously included in your policy, it is important for us to discuss your options with you first to make sure you have the appropriate cover.

That’s why you will need to speak to our customer service team on 1300 728 822 for assistance with amending your cancellation or luggage limits.

Can I cancel my policy online?

Yes, you may cancel your policy online. However, you can only do this before the travel start date noted on your Certificate of Insurance, upon confirming you currently do not intend on making a claim, have a pending claim, or a completed claim with us on your policy.

Once you cancel your policy, you will receive an email confirming your cancellation.

I accidentally cancelled my policy. How can I fix this?

The most convenient way to purchase a new policy is through our website. By visiting the website, you can easily obtain a quote and complete the purchase process in one transaction. Once the payment is submitted, the policy documentation will be emailed to you.

However, it is important to note that if you have already cancelled your policy, you will not be able to submit a claim for any previous events. In the event of an error or if you believe the policy was mistakenly cancelled, please inform us when submitting a claim. Our claims team will take this into consideration when evaluating your eligibility.

Why have I received multiple emails with my policy attached?

You will receive an email containing your Certificate of Insurance when you first purchase your policy, and every time you make changes to your policy online and through contacting the customer service team.

To reduce confusion, it’s best to delete or archive all previous emails and keep the most recent email containing your Certificate of Insurance for your records. Before doing so, please ensure that latest email accurately reflects all the changes you intended to make.

Still have questions about managing your policy online?