Medibank Travel Insurance - International Comprehensive Plan
- medibank.com.au
- ✓ Verified company
103 reviews · Statistics
- <1 week (3)
- 1-2 weeks (14)
- 2-4 weeks (11)
- 1-2 months (14)
- 3+ months (23)
Reviews
Big mistake choosing Medibank Private for Travel Insurance
Travel Insurance - International Comprehensive Plan (Annual Multi Trip)In the midst of an emergency situation in France, with my wife in intensive care with Covid and receiving no help whatsoever from Medibank. Their emergency assist phone line is a joke, taken up to 45 minutes for them answer and then they give me a case number and not much else. They did agree that they’d deal direct with the hospital in terms of payment but the hospital has not heard from them, 3 days later. Also spoke with their health team who have done nothing, saying they need to speak directly to my wife, who is in intensive care hooked up
... Read more to numerous medical devices and on oxygen. They too told me they’d call the hospital and get back to me - three days later and I’ve heard nothing. I can see that I’m going to have to manage everything myself including rearranging flights back to Oz. Then no doubt there will be a battle at home seeking reimbursement of our costs which are going to be substantial. Update 2 months later. Still getting the run around from Medibank Travel. Despite saying they would cover the hospital costs 10 weeks later the hospital has not been contacted by MT despite having given MT their estimate of cost whilst my wife was in hospital. The hospital has now sent me the bill for payment, over $22k. I have sent numerous emails to the claims department without any response. Phone calls to customer care are stonewalled with no advice other than to send another email to claims as it’s not policy to give a phone number to customers to phone the claims department. Customer care operator told me claims are delayed due to lack of staff who are also covering the emergency assist phone line!! In frustration I’ve lodged a complaint with Medibank Travel only to receive an auto response saying their complaint process takes 30 days! I’ve also discovered that MT are just agents for Covermore Insurance. I tried calling them directly but they wouldn’t assist and referred me back to MT. I can’t think of one good thing to say about Medibank TravelSince submitting a formal complaint there has been some belated action with my claim. Although I’m still awaiting settlement of my out of pocket expenses and after 10 weeks the hospital account is sti
... Read morell not settled and Medibank Travel advise this may take another 6-8 weeks.
Thank you for your reply. We will reach out in our private message. Kind regards the team at Medibank.
This insurer paid out only a fraction of my claim and have still not given me a response to my complaint
Travel Insurance - International Comprehensive Plan (Single Trip)I took cover from this insurer for a trip to the Solomon Islands in July 2023. I was with a group and we got stranded due to bad weather and the cancellation of flights. Medibank only paid out a fraction of my claim whilst other members of my group, who were with Allianz, had their entire claims paid out. I have spent hours trying to resolve the dispute with them and despite telling me constantly that they will resolve within 30 days, over three months have passed without a response. I think they are hoping that time will make me forget. Very frustrating and I would not recommend.
Show details
Hi Trav,
We appreciate you taking the time to reach out with your review and giving us the opportunity address your travel insurance claim with you. It’s concerning to hear that this has been ongoing for some time.
... Read more Our team work closely with the Medibank Travel team and we’d like to assist you in getting this one escalated. If you’d like, can you please send us a private message with your travel insurance policy number, full name, date of birth and address, along with your email address, and we’ll be able to lend a hand in getting this into the right hands within Medibank. Hope to hear back from you soon, Grace
Good Travel Insurance
Travel Insurance - International Comprehensive Plan (Single Trip)My personal Belongings accidentally got damaged at the airport, I submitted a claims, “they advised me that it take a while due to some circumstances”, and they sorted out after a while and settled to fix my personal belongings, it’s a big help to have a reliable travel insurance.
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Do not waste your money
Travel Insurance - International Comprehensive Plan (Single Trip)Unfortunately, we purchased a Medibank travel insurance plan for our recent trip overseas. While overseas we had items stolen, and obtained a police report for the stolen items. We lodged receipts to show purchase price of the replacement items and the police report but were told this was insufficient for a claim. We were told to submit proof of initial purchase of the items we had stolen (we did not have this but did have a police report) then we were told to submit the cost of replacement items (which we already submitted) and were told that
... Read morean international police report was insufficient proof of our initial items. Honestly, a massive run around and the least thing that you want. Companies prey on the fact that it is going to be a hassle and they give you the run around in the hope that, like me, you cut your losses and give up trying to make a claim. Do NOT purchase travel insurance from Medibank! Terrible mistake!Hi there, thank you for your review and feedback. We're sorry to hear of your experience. I've reached out to you via private message so we can take next steps with this. - Grace
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What a Shame
Travel Insurance - International Comprehensive Plan (Single Trip)Held private medical insurance with Medibank for many years. I was considering using their travel insurance for multiple annual holidays now that I am retired but these poor reviews have changed my mind. They should be better not worse than other travel insurance. Will look at Allianz or similar with good reviews.
Show detailsHi HG. We are sorry to hear about your experience. If you would like a quote our contact information is available here:
Kind regards the team at Medibank.
Unbelievable
Travel Insurance - International Comprehensive Plan (Single Trip)Don’t bother. I recently traveled to Cyprus for a holiday with my Mum. About 2 weeks in I contracted an agressive bacterial infection which then triggered a relapse of chronic fatigue (pre approved). I was lucky to find a great private clinic as the local hospital was terrifying… 3+ weeks, a ruined holiday, thousands of dollars and multiple antibiotic iv’s later I could walk again. It was a very scary experience for me and my poor Mum.
As I write this I am on hold, again, to the help line (outsourced) as my claim is being essentially denied a
Hi Rachel, thank you for your review. We're sorry to hear of the experience you've had regarding this claim. I've sent you a private message for this. - Grace
Did not have a list of English Speaking Hospitals in Buenos Aires
Travel Insurance - International Comprehensive Plan (Single Trip)The title says it all really. Called their emergency department and got put through to a nurse. Was of no help, read off a bunch of compliance stuff. Couldn't even advise on which hospitals I could go to to see an English speaking doctor. Why even have a helpline? Would never recommend.
Show detailsHello Sheng,
We regret to hear that you were unable to receive the support you sought from the emergency department. We strive to provide top-notch medical care and we are sorry for any distress this
Hi Dan,
As a travel insurance provider, "top notch care" would at least include having a list of English speaking doctors on hand, don't you think?
... Read more Re: your query in the DM. "Can you please provide more details of your experience? We may also require your travel membership details, such as member number, full name, date of birth and address. Once these are confirmed we can escalate your concerns to our travel team for review." You have my name, I've provided you with my policy number. If you were actually interested in addressing my grievance you'd maybe look it up? I'm not wasting any more of my time engaging with your poor customer service and dispute resolution, nor will I use your services again. I'm also cancelling my private health insurance with you which I've been a member of for a long time. Not that you would care. ✌Hi Sheng,
Thank you for your response. As part of our escalation process with the travel team, we do need to confirm your details so they can locate you on their systems and take your complaint from t
DO NOT do it it is a scam
Travel Insurance - International Comprehensive Plan (Single Trip)They basically were extremely racist after I had a traumatic experience then made me fill out the form Atleast 10 times same form after I provided legitimate documentation I got a call saying oh because you traveled to this particular location everything you submit is considered fraud
Months later I haven’t received anything just don’t get it not worth it
Hello Dolunay,
We apologise for the unacceptable experience you had with us. We take these matters very seriously and are doing everything we can to ensure everyone is treated with respect and fairnes
Ignored us for months until we went through a third-party regulator.
Travel Insurance - International Comprehensive Plan (Single Trip)We had three incidents (two medical issues and a cancelled flight) on our trip to the USA. All incidents were clearly covered under our Medibank Travel Insurance policy. We notified Medibank while we were overseas at the time of each incident and sought and followed Medibank’s direction on making our claim when we returned in August 2022. Our claim was supposed to be processed in 10 business days. After Medibank requested additional time, one of our medical incidents was approved in October, but there was no communication on the other medic
... Read moreal incident and the cancelled flight. We raised a complaint with Medibank over the phone in October and again in writing in November. Our complaints were ignored, and we received no response from Medibank other than an automatic email acknowledging receipt of our written complaint. After months of no response from Medibank, we contacted the Australian Financial Complaint Authority and raised a complaint through them in late January. We finally heard back from Medibank’s Internal Dispute Resolution that they received our AFCA complaint, and our claim was approved and settled in February 2023. We invested an enormous amount of time and energy over six months to resolve a basic claim following Medibank’s advice and processes throughout. I simply do not have the words to adequately express the frustration and stress we experienced. I would advise potential customers DO NOT PURCHASE MEDIBANK TRAVEL INSURANCE. I’m convinced that had it not been for the AFCA, Medibank would have simply ignored us until we gave up. Thank goodness for AFCA!Hello,
Thank you for your review and I'm sorry it was such an experience having your claim paid.
I'm glad this has been resolved and please let us know if you require further assistance.
- Cath
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Worst travel insurance company ever
Travel Insurance - International Comprehensive Plan (Single Trip)They took over a month to assess my claim for lost luggage and initially came back and said I was only entitled to $1000 for "delayed luggage" even though months had passed and my suitcase had not been returned.
When you call no one can help you directly you can only communicate via email with the claims team, the people on the phone just say "oh I cant see anything here as to the reason for not fully approving the claim" I had to escalate the claim twice until someone from internal disputes approved my claim, then they processed the pay on 21
Hi Emmanuela, I am sorry to read about your experience with your recent Travel Insurance claim. We would really like to get this this escalated through to our Travel Insurance team for investigation.
... Read moreI have just sent you a private message requesting some information so that we can locate your Travel Insurance policy. Thanks, -Ane
The best decision I've ever made
Travel Insurance - International Comprehensive Plan (Single Trip)Purchased travel insurance for a trip to the USA in November 2022. During my trip I slipped on a grate and injured my leg causing extreme swelling and an inability to walk or bend my knee. I went to the emergency department via ambulance and had X-Rays completed which found no damage to bones suggesting a ligament injury. Contacted the 24 hour assistance line the next day and had multiple agents by my side the remainder of my trip to assist in cost coverage and repatriation. The 24 hour assistance line had nurses and registered practitioners av
... Read moreailable to assist who suggested another visit to a hospital or doctor for a DVT consultation and also automatically took it upon themselves to find me an alternative seat where I could elevate my leg for the whole flight home. If you want to feel safe and assured that you will be able to return home if injured while on holiday, Medibank travel insurance (comprehensive) is the best route to take. Cannot recommend them enough. Will never choose another provider, they have my loyalty for life.
Disappointed but not surprised!!
Travel Insurance - International Comprehensive Plan (Single Trip)I am so disappointed with Medibank travel insurance I sent my claim two months ago and received an automated response, saying my claim would be assessed in 5 days. I called after one week and was told there was no record of the claim so I resubmitted and again received an automated response saying my claim would be assessed in 10 days due to Covid. After 10 days nothing. I called and they keep saying they are busy because of covid but it was getting ridiculous now, two months later they are requesting more information so they can assess my clai
... Read morem. It's been more than 2 months since I submitted my claim. First, they took my money in less than 5min, had no communication for more than a month, and now they need information so they can assess. I will never deal with them again.... and I would actively discourage anyone else from doing so.Hi Howard, thank you for placing this feedback. We will reach out to you via private message so that we can assist you with this. - Jess
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Still waiting after 30 days
Travel Insurance - International Comprehensive Plan (Single Trip)I am so disappointed with Medibank travel insurance I have called, emailed and nothing they keep saying they are busy because of covid but its getting ridiculous now its more than 30 days I submitted my claim, how long will it take no communication.
Show detailsHi Alexandra, we’re sorry to hear of the experience you’ve had regarding your travel insurance claim. We’ve sent you a private message so we can look into this with you. – Grace
WORST TRAVEL INSURANCE SERVICE PROVIDER OR COMPANY I HAVE EVER DEALT WITH- STAY AWAY !!
Travel Insurance - International Comprehensive Plan (Single Trip)Due to myself and my family having our health insurance with Medicare i took it upon myself to stay loyal with the company and place my travel insurance with medicare even after many of my friends that were travelling with me to our once in a lifetime Europe trip suggested to go in a different direction.
On the last day of my trip a European airline lost my luggage (which was completely out of my control). I arrived home, and as a 23 year old who had just gone on a significantly expensive Europe trip, wasn't quite financially equipped. I put
... Read morein my claim with medicare to be compensated for my lost luggage and the rules and regulations were that the claims team would respond to the claim within 10 business days. After patiently waiting quite a few business days whilst recovering from my trip i started to of course need the necessities that were in my bag for personal and work purposes, such as my laptop, beard trimmer, all clothing, shoes, toiletries and many other items. From the 3rd of July - to the 12th i spent days upon days dealing with the OFFSHORE call centre who could not of been less help. They made millions of promises that they would call me back with further details about my case and never did, would constantly lie and tell me they didn't have supervisors throughout their department - which they did. I was finally passed onto a supervisor after 9 business days with no results keeping in mind I had been told there were none in the department. The supervisor continued to make promises which he did not live up to. After 13 business days the claims team had responded to my claim, however only telling me i needed to send further information to them and that they would inspect this information after 10 MORE BUSINESS DAYS. After this had happened i sent the information immediately and spent the next 3 weeks calling this offshore customer service department trying to resolve my claim still without my bag. Throughout those 3 weeks i was dealing with the supervisor only and would be calling nearly every business night with apologies and promises I would receive a call back the next day with a hopeful resolution to my case. of course this never happened, meaning I would have to call back and wait 30 minutes on hold to speak to him again.Hi Jordan, I have sent you a private message to obtain your contact details and assist you with this matter. - Jess
Disappointing Service - Long wait times, left out of pocket & poor communication
Travel Insurance - International Comprehensive Plan (Single Trip)I purchased this policy in good faith before my partner & I were to travel to Bali for a long awaited holiday. I am not the kind of person who would usually resort to leaving a bad review, but my experience has been utterly disappointing and I would hate for others to have to go through the same experience. I might start by adding when I purchased the policy I was pleasantly surprised by the transparency of inclusions/exclusions in the Medibank travel insurance policy, but unfortunately, this was the last of the positive experiences....
A few
... Read moredays before our trip I had a fall which left me in hospital with broken ribs, a collapsed lung and certified by a doctor unable to fly. We were lucky that the majority of our trip could be rescheduled free of charge, however we incurred extra cost to change our flights, lucky of course that we had comprehensive travel insurance to cover this..... Alas, Medibank has not lived up to the expectations set out in their PDS. I took time from my hospital bed to go above & beyond in our claim, providing 10 different attachments to clearly outline context, certification & clarity about the claim. It has now been 51 days since my claim and I am yet to receive an outcome. After countless hours on hold and speaking with customer service staff I am no closer to claiming my entitlements. This has been a real nightmare. If you are travelling, please do not chose Medibank as your insurer, you will be left with undue stress and a lack of clarity. Again, I am a reasonable person who is very understanding, but I am utterly disappointed in this service/product and still yet to receive meaningful communications. My advice - go elsewhere!Hi LKV,
I've sent you a private message, to obtain your contact details and assist you further.
... Read more - CathQuestions & Answers
we have travel booked for Europe & UK for june/july 2020. Government ‘do not travel’ is in place. Can I cancel my flights, hotels, trains, internal flights in Europe now and lodge a claim. I have international Comprehensive Plan. thank you
Rosalie, stay safe,stay well, where you have some control of your movements. Once you leave home while a”do not travel ‘ order exists you have no control if you will be allowed into your
destination, out of it and could face difficulties on a return to AustralIa. Far too risky in my humble opinion.
Hi Rosalie,
Thanks for submitting your question.
I just sent you a private message asking for a few more details. Thanks, Anna
Get an answer from our members and Medibank representatives
Details
| Category | Travel Insurance | Travel Insurance | Travel Insurance | Travel Insurance |
|---|---|---|---|---|
| Other Insurance Types Offered | Health and Life | Health and Life | Health and Life | Health and Life |
| Underwriter | Zurich | Zurich | Zurich | Zurich |
| Maximum Age Covered | 99 years old | 99 years old | 99 years old | 99 years old |
| Medical Coverage | ||||
| Overseas Emergency Assistance | Unlimited | Unlimited | Not Covered | Unlimited |
| Accidental Death | $25,000 | $25,000 | $10,000 | Not Included |
| Emergency Dental | Not Included | Not Included | Not Included | Not Included |
| Pregnancy (max weeks) | Optional cover for 26 weeks | Optional cover for 26 weeks | 26 weeks | Optional cover for 26 weeks |
| Resumption of Journey | $3,000 | $3,000 | Not Included | Not Included |
| Hospital Cash Allowance | $5,000 | $5,000 | Not Included | Not Included |
| Overseas Emergency Medical & Hospital Expenses | Not Included | Unlimited | Not Covered | Unlimited |
| Loss of Income | $10,000 | $10,000 | $2,000 | Not Included |
| Permanent Disability | $25,000 | $25,000 | $10,000 | Not Included |
| Luggage & Personal Effects | ||||
| Theft of Cash | $250 | $250 | Not Included | Not Included |
| Delayed Luggage | $1,100 | $1,100 | Not Included | Not Included |
| Credit Card Fraud | Not Included | Not Included | Not Included | Not Included |
| Travel Documents / Passport | Not Included | Not Included | Not Included | Not Included |
| Maximum Single Item Limit | $4000 (Video/Camera, Laptop Computer) | $4000 (Video/Camera, Laptop Computer) | $3500 (Video Camera, Laptop Computer) | |
| Luggage & Personal Effects | $15,000 | $15,000 | $8,000 | Not Included |
| Ancillary | ||||
| Personal Liability | $5,000,000 | $5,000,000 | $5,000,000 | $5,000,000 |
| Rental Vehicle Excess | 6,000 | 6,000 | 5,000 | Not Included |
| Motorbike / Moped Coverage | Optional Cover 250cc & below | Optional Cover 250cc & below | Optional Cover 250cc & below | Not Included |
| Domestic Pet Care | Not Included | Not Included | Not Included | Not Included |
| Special Activities Packages | ||||
| Golf | Not Included | Not Included | Not Included | Not Included |
| Cruise | Not Included | Not Included | Not Included | Not Included |
| Adventure | Not Included | Not Included | Not Included | Not Included |
| Snow / Ski | Optional Extra | Optional Extra | Optional Extra | Optional Extra |
Extra Information
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Hi PLART,
Thank you for taking the time for your review and providing an update on the situation. We’re sorry to see that we haven’t heard back from you after we private messaged you a few months ag
... Read moreo regarding this situation. We would like to reiterate to you that we’re incredibly sorry to hear of the experience you and your wife has had so far with Medibank Travel. I can only imagine how stressful this situation has been for both of you.