Southern Cross Travel Insurance Questions & Answers (page 5 of 26)

Hi Stef. Thank you for contacting us.

To provide you with accurate information regarding cover, please email our team on [email protected] or call 1800 196 484. They will be more than happy to assist you with your inquiry.

I hope you have a fantastic time overseas.

regards, Lusitania - SCTI

Hi Nipon W. Thank you for your question.

We offer the TravelCare policy which provides cover for unexpected events only.

Please be aware, we are currently not providing cover for the Mt Agung eruption as this is an ongoing event.

Due to the nature of this event, we are unable to provide a specific date for when cover will resume. We currently have information on our website about Mt Agung and what you're covered for. You can find this info here: https://www.scti.co.nz/travel-advice/mount-agung-bali/

It is important to remember that there is still cover for other unexpected events which may occur on your journey which are not related to this event, in accordance with the policy.

Please feel free to contact our team directly. if you have any further questions at [email protected].

Kind regards, Lusitania - SCTI

Hi Siv. Thank you for contacting us.

We are really sorry to hear your travel plans have been disrupted.
To provide you with accurate information regarding cover under your policy, please email our team on [email protected], or 1800 196 484 with your full name and policy number.
They will be more than happy to assist you with your inquiry and advise you of our claim process.

Kind regards, Lusitania - SCTI

Hi Lorraine. Thanks for your question.

The quote the team here will be able to give you is what is displayed online, so It would be best to visit our website www.scti.com.au and generate a quote there. You can purchase a travel insurance policy whenever you like, however we do recommend customers to purchase a travel insurance policy when they pay for any flights or non-refundable deposits, so you are covered should anything unexpected happen before departing Australia.

If you have further questions, please feel free to contact the team at [email protected].

Kind regards, Lusitania - SCTI

Hi Krystal, Thanks for your question.

Unfortunately there would be no cover under the TravelCare policy for the cancellation of flights and accommodations if you weren't able to organise a visa in time. There is an exclusion under Section 2 of the policy, Changes to your Journey, that applies in this situation. https://www.scti.com.au/our-products/travelcare/policy-wording-benefits/

Please feel free to contact our team at [email protected] if you have any further questions.

Kind regards, Lusitania - SCTI

Hi Anne. Thanks for your question and please accept my apologies for the delay in responding to your question.

It is not possible to buy out or reduce the excess on your insurance policy.
The following sections of the policy have an excess of $100:
- Changes to Your Journey
- Baggage & Personal Items
- Cash & Travel Documents

The following sections of the policy have no excess:
- Medical & Evacuation
- Personal Accident
- Personal Liability
- Rental Vehicle Excess

If you would like to discuss this further with a member of the team, you're welcome to contact us directly at [email protected].

Kind regards, Lusitania - SCTI

Hi Judith. Thanks for contacting us.

Feel free to contact our team directly at [email protected] or on 1800 196 484, (Monday to Friday 8.30 am to 5 pm).
Kind regards, Lusitania - SCTI

Hi Gulliver999. Thanks for your question.

Please accept my apology for the delay in our response.

The TravelCare policy is designed to cover unexpected events affecting your overseas travel.

Please refer to the Losses We Do Not Cover Under Section 2 ‘Changes To Your Journey’ which is relevant to your inquiry;
We will not pay for any claims, costs or losses directly or indirectly arising from, related to or associated with:
(h) The error, default or Financial Collapse of any service provider.

This means, there is no cover under ‘Changes To Your Journey’ for costs or losses that result from the provider becoming insolvent and unable to deliver the service/refund.

You can find this information on page 12 of the TravelCare policy wording.

If you have any further questions about this, please feel free to contact the team directly at [email protected].

Kind regards

Lusitania - SCTI

Hi Ada. Thanks for your question.

There are no restrictions under the TravelCare policy specifically relating to trekking to altitude.
However, it is important to be aware that if you are trekking in a Remote Area, which is considered to be a place with limited or no medical or telecommunications facilities, you would not be covered unless you are undertaking this activity as part of a licenced, organised tour. There is also no cover in relation to mountaineering or climbing which requires the use of ropes.

There may be further terms and conditions that could apply to your circumstances, so it may be best to contact the team diretly, and let us know what your travel plans are, where you're travelling to, and they will be able to provide you with further information on whether you would be covered or not. The email address to contact the team is [email protected].

Kind regards

Lusitania - SCTI

Hi 하나. Thanks for your question.

Our TravelCare policy provides cover for your international journeys from the time you depart Australia until you arrive back in Australia.
Based on the information you have provided, you would not meet the eligibility critieria for our TravelCare policy.

If you would like to clarify this, please feel free to contact us at [email protected]

Kind regards

Lusitania - SCTI

Hi angiec123. Thanks for your question.

The $100 excess per unexpected event means that each separate unexpected event which may fall under Sections 2, 3 and 4 will incur a $100 excess.

For example:

Scenario 1: Josie is currently in England and is flying to Germany, she has a connecting flight in Netherlands but due to an unexpected event her flight in England has been delayed and she will miss her connecting flight (event 1). When she finally gets to Germany and has been there for a few days, she’s walking to the park and has her phone in her hand when someone accidentally bumps into her and her phone falls on the ground which cause the screen to crack (event 2).

There has been two unexpected events, one under Section 2: Changes to Your Journey and Section 3: Baggage & Personal Items. Therefore, upon submitting a claim there will be an excess of $100 per each unexpected event.

A $100 excess for event 1 and another $100 excess for event 2.

Scenario 2: Kevin is travelling in Spain and whilst he is getting out of a taxi his phone falls out of his pocket and is damaged upon hitting the side walk (event 1). Two days later as he is out for dinner and whilst he is walking home he can’t find his wallet, it appears to have been stolen or he’s lost it (event 2).

There have been two separate events under Section 3, so an excess of $100 will apply per each unexpected event.

Scenario 3: Whilst in Hawaii Linda is heading to the library with her laptop bag that holds her laptop, iPad and phone. As she is walking up the stairs toward the library she trips, her bag goes flying and as she tries to catch it, it hits the ground with a bang. When she opens her bag her iPad screen is cracked, her phone is also damaged and she cannot turn her laptop on.

This would be consider one event, so only one $100 excess amount will apply to have all her items fixed.

If you'd like to clarify anything further, please feel free to contact our team directly at [email protected].

kind regards

Lusitania - SCTI

Hi Nes,

Thank you for your question, and please accept my apology for the delay in our response.

We offer the TravelCare policy which provides cover for unexpected events only.

Please be aware, we are currently not providing cover for the Mt Agung eruption as this is an ongoing event.

Due to the nature of this event, we are unable to provide a specific date for when cover will resume. We currently have information on our website about Mt Agung and what you're covered for. You can find this info here: https://www.scti.com.au/travel-advice/mt-agung-delays-and-cancellations/

There is still provision to cover for events not relating to the Mt Agung eruption.

I hope that helps. If you do have any further questions, please feel free to email us directly at: [email protected].

kind regards

Lusitania - SCTI

Hi Kad.

Thanks for your question.

The TravelCare policy has a $100 excess, per Unexpected Event on the below three sections of the policy:
• Section 2: Changes to Your Journey
• Section 3: Baggage & Personal Items
• Section 4: Cash & Travel Documents

More can be found on our website here: https://www.scti.com.au/our-products/travelcare/cover-and-benefits/

The TravelCare policy provides cover for unexpected medical expenses. If medical treatment was required while on board a cruise due to an unexpected illness or injury, there would be provision for cover, per the terms and conditions of the policy. No excess applies on claims made under Section 1: Medical & Evacuation.

Please be advised there’s no cover under the TravelCare policy for domestic cruises, as our TravelCare policy is designed to cover international travel.

Please feel free to contact our team directly. if you have any further questions at [email protected].

Kind regards

Lusitania - SCTI

Hi Sue La.

Thanks for your question.

There is provision to cover travel delay or cancellation due to natural disasters, as long as it is an ‘Unexpected Event’. For example, cover would apply if a policy was purchased, and then a week or so later, an unexpected event such as a hurricane caused disruption to pre-paid flights. Cover would not apply if a policy was purchased after the hurricane, as this is not considered unexpected.

For example, if a policy was purchased after Sunday 11 February 4.30am AEDT, cover would not apply for claims relating to Cyclone Gita as this event will not be considered an ‘Unexpected Event’ under the terms of the policy.

More can be found on our website here: https://www.scti.com.au/our-products/travelcare/cover-and-benefits/

If you’d like to clarify this further, please feel free to contact the team directly at [email protected]

Kind regards,

Lusitania - SCTI

Hi Dr Daniel Baker. Thanks for your question.

Based on your itinerary above, you may wish to select a single journey policy. A single journey policy provides cover for one journey departing from and returning to Australia, regardless of the number of destinations visited during that journey, (provided you have selected a plan which covers all of the destinations). This means in the destination box you will need to enter all the countries you will be visiting including Indonesia.
To be covered on a family policy, all traveller must have the same itinerary for the full duration of your journey, (from the time you all depart Australia, until the time you all arrive back in Australia).
Please be aware, we are currently not providing cover for the Mt Agung eruption as this is an ongoing event.
There is still provision to cover for events not relating to the Mt Agung eruption.
Due to the nature of this event, we are unable to provide a specific date for when cover will resume. However, we will update our travel advice page as soon as cover has resumed.
You can find this info here: https://www.scti.com.au/travel-advice/mt-agung-delays-and-cancellations/

Please feel free to contact the team directly at [email protected] if you have any further questions.

Kind regards

Lusitania – SCTI

Hi Boo. Thank you for contacting us.
When purchasing a policy online, you are required to enter all the destinations that you will be travelling to. Please feel free to go to our website: https://www.scti.com.au/ and generate a quote there.
You can purchase a travel insurance policy whenever you like, however we do recommend customers purchase a travel insurance policy when they pay for any flights or non-refundable deposits, so you are covered should anything unexpected happen before departing Australia.
Please feel free to contact the team directly if you have any further questions at [email protected].

I hope you both have a great time away in August.
Kind regards
Lusitania - SCTI

Hi Jean, Thank you for your question.

Where sufficient time has been allowed, and a traveler has missed their onward flight due to an unexpected event (such as an unexpected delay to the inbound flight), there is provision to make a claim under the Travel Interruption benefit.

Our TravelCare policy provides cover for either:

- Your additional costs (e.g. the purchase of a new ticket)
- Your non-refundable unused prepaid costs (e.g. your original onward ticket)

Before claiming through us, you will need to contact your airline to find out whether they will provide a refund or credit note. If the airline will not provide a full or partial refund, you can claim the remaining costs through us. I’ve included the links below,
What you're covered for: https://www.scti.com.au/travel-centre/travel-blog/travel-delay-cover/
How to deal with a delay: https://www.scti.com.au/travel-centre/travel-blog/grounded/

If you would like to clarify anything further, please feel free to contact the team directly at [email protected].

Kind regards

Lusitania - SCTI

Hi Phillip, thanks for your question.

Yes, you are covered under the policy, as long as the engine capacity is under 200cc. You must also wear a helmet at all times while riding, and you must have a valid drivers licence for the country you are visiting. The person who is with you on the bike must be insured with us too, to be covered, either with their own policy, or on your insurance policy. (You can have a maximum of two adults on one policy). They too must wear a helmet at all times when riding.

Please be advised that when riding the quad bike you will need to ensure you are riding with an organised tour or licensed operator.

You may also find this article helpful: https://www.scti.com.au/travel-advice/rental-cars-scooters/

If you'd like to clarify anything further, please feel free to contact our team directly at [email protected].

Have a great time in Greek islands!

Kind regards, Lusitania - SCTI

Hi Danielle, Thank you for contacting us.

Please be advised that General Exclusion 29 (applying to all sections of the policy) states:

We will not pay for any claims, costs or losses under any section of this Policy directly or indirectly arising from, related to or associated with:

Events related to a governmental or official authority directive, restriction, prohibition, quarantine, or detention, including border closures and seizures by government authorities.

(This information is found on page 10 in the Policy Disclosure Statement)

This means that if an unexpected event happens as a result of a government or official authority of a country there is no cover.

For example:

In 2017 Tigerair flights had been suspended due to Indonesian Government imposing new administrative requirements in which our underwriting team had provided the following information on our website: https://www.scti.co.nz/travel-advice/tigerair-bali-flight-cancellation-january-2017/

There had also been an event due to government directives in which Qatar Airways had cancelled flights Bahrain, Saudi Arabia, UAE, Egypt, Yemen, Libya and the Maldives in 2017.

Another example would be if you are held at the airport due to immigration (official authority) which may affect your journey, there is no cover. However, General Exclusion 29 is not limited to these aforementioned scenarios.

I hope this has answered your question, but if you'd like to clarify any of this further, please feel free to contact our team at [email protected].

Kind regards, Lusitania - SCTI

Hi Rosie,

Thank you for your question.

Under the terms of our policy, a member of your immediate family in Australia would be considered to be a ‘Relevant Person’. There is cover under the policy for a claim for curtailment if an unexpected event results in one of the following four outcomes to a Relevant Person.

a) death; or
b) admission to a public or private hospital, or a hospital wing of a rest home, for inpatient care relating to non-elective treatment; or
c) admission to end stage palliative care; or
d) diagnosis of a terminal illness or condition, or a condition requiring radiotherapy or chemotherapy.

However, if the above is related directly or indirectly to an ‘Existing Condition of a Relevant Person’ (for example, a condition they already had before you purchased the policy) the maximum we will reimburse is up to $2,500 per person, up to $5,000 per policy.

It is important to be aware that cover under the policy ceases on arrival back in Australia. If you decide to return overseas afterwards this would be a new journey and would require a new policy.

I hope that answers you question. If you have any other queries and would like to talk to us directly, please contact us on +1800 196 484 or [email protected].

Kind regards

Lusitania - SCTI