112 questions from our users
billshepasked
As I am unable to travel can I get a refund if my policy costs. Policy purchased in November 2022 for travel from 15 June to 1 August 2020
1 answer
You probably won't get a credit or refund off Tick travel insurance. Just remember next time you book travel insurance check ACCC website. They will inform you of better insurance companies that are giving refunds. Stay away from Tick and insureandgo
Philip Baramasked
Re: Policy Number MS/TK/305143/24935700
Paid for this policy on 4 March 2021: am I ever going to get a refund on this cancelled policy?
6 answers
Anna J.Tick Travel Insurance
Hi Philip, I'm afraid that we are not offering refunds on policies outside of the 14 day cooling off period. In terms of next steps, I would advise you to send your policy number to [email protected]. This is our official channel for complaints, and your complaint will be formally lodged, and your refund request will be investigated. I'm genuinely very sorry about the inconvenience and frustration this must be causing. Thanks, Anna
Thank you Anna J for your three nonsensical replies. Not only was my cancellation within the prescribed period I was referring to the reply from [Name Removed] of Tick on 27 March 2020 that stated that my 'request # 327938 has been solved' and that my refund would be deposited into the account from which I had paid Tick.
Is Tick going to rip-off two aged pensioners forced to cancel their proposed trip because of the Government's clamp-down on aged people's travel as a result of the Covid-19 pandemic?
Anna J.Tick Travel Insurance
Hi Philip, I can only see messages you post here on Product Review, and I don't have access to any information you have provided to anyone else through other channels. Now you have given me context on your case, I can follow up for you. Thanks, Anna
Chris W.asked
Hi Tick Insurance Team, you received our claim by post on 30 Mar. (Claim No. 120008102) for cancelled overseas travel due to our Government’s ‘Do Not Travel’ advice effective from 18 Mar. We have the top cover and took out our policy on 29 Oct 19 for travel from 16 Apr - 03 Jun 20. While we appreciate this is a busy time for everyone during the COVID 19 crisis, we are not even getting a response to my mails (09 and 16 Apr) to you where we are advising additional refunds and waivers we have secured since submitting our claim. On 09 Apr we were advised by you that a claims manager would be in touch, but to date we’ve had no contact by mail or phone, let alone any indication of a likely processing time, noting 10 days is your normal standard for completing a claim, and you have so far had our claim for 21 days. In order to avoid us escalating this due to no response to date, can someone from Tick Insurance please action my mails and give us some indication of your current processing delays by mail or phone.
Regards Christopher & Paula Wall
4 answers
Anna J.Tick Travel Insurance
Hi Chris, I'm very sorry for the delays you're experiencing, and I'd like to help by following this up for you. Could you please send me a private message (in order to protect your privacy) with your policy number, so I can investigate this for you? Thanks, Anna
Thank you Anna, but what are your contact details for a PM? Alternatively, you have my claim number in the above query - I would hope you can also follow up with that? Regards Chris Wall
Anna J.Tick Travel Insurance
Hi Chris, my apologies for the oversight, I can confirm that I will be able to follow up using your claim number. Thanks, Anna
Kira Dasked
Are the cost of repair quotes covered? I have been told they are not and given all apple stores are currently closed, apple certified resellers charge around $100-$200 for a repair quote which I cannot afford if in the end the claim is denied especially after my claim for the fee I paid to recover data on my phone was denied.
3 answers
Anna J.Tick Travel Insurance
Hi Kira, thanks for reaching out.
You may be able to claim for the cost of repairing a damaged item, assuming the policy you purchased offers this cover. You will need to provide a receipt for the repair cost, and I can't comment on whether it would need to be repaired by Apple, or an authorised repair shop. Also, you should factor in the excess payable on your policy. This may be $0-$200 depending on which excess you selected. The best thing to do would be to submit a claim. The below link provides the information you will need to submit a claim:
https://www.tickinsurance.com.au/claims/
I hope this helps. Thanks, Anna
Hi Anna,
I have the top cover of insurance with the no excess option. I initially submitted a claim for the cost of data loss due to water damage when my phone unfortunately fell. I have been denied that claim because apparently data repair is not covered even though the loss was due to water damage that did not occur in ‘baggage’ instead when it fell hence there is also a cracked screen. I submitted a receipt for that which left me $650 out of pocket because apparently that’s not covered which I think is quite unfair. I do not want to spend an extra $185 for a repair quote or whatever the repair cost would be if again you guys will deny that.
Anna J.Tick Travel Insurance
Hi Kira, I understand your concerns, but unfortunately, as I'm not part of the claims team, I'm not able to comment on what the outcome of your claim would be, as I'm not qualified to do so. The only way to get an absolute answer to your question would be to submit a claim, and see what the outcome of your claim is. Thanks, Anna
Vickiasked
Hi,
I purchased Top cover on 14 October 2022 for travel on 12 September 2020. My policy number is 24187405. If my trip is cancelled due to Covid-19 will I be covered for cancellation costs?
Many thanks
Vicki
1 answer
Anna J.Tick Travel Insurance
Hi Vicki, as things currently stand, the government travel restrictions extend until 17th of June. This means claims for travel after that date are not yet cancelled due to the current government travel restriction. So whilst you are free to submit a claim now, it may not be successful for the above reason. Another option would be to wait and see if the government travel restrictions are extended out to at least 12th September, because if that was to happen, you could make a claim, rightly citing the reason for cancellation as the government travel restrictions. I hope this helps. Thanks, Anna
Gerrieasked
My reference no is 120009162
I have an email which requested information to be sent to you re our cancellation of our trip 1st May-31st May. As our doctor told us, that at our age it would be dangerous to our health to travel because of the virus, and the fact that we had cancelled before it was made a pandemic, and our policy was taken out last September, should we register the mail with all of the documents required, or do the transaction via email? We understand the excess per person is $200.00. My original enquiry was 5th march 2020 to Customer Support [Assistance].
5 answers
Hi Gertie, I took a picture of all my documents and emailed them back. As long as everything is clear there shouldn’t be a problem.
I thought I was asking a question to TICK travel insurance....
When you ask a question on product review anyone can answer. Just trying to help.
gloosemanasked
On April 2 the ACCC released the statement https://www.accc.gov.au/media-release/insurers-to-offer-deferred-payments-refunds-under-small-business-relief-package
This statement effectively states that “All policyholders, including consumers, eligible small businesses and larger businesses, who cancel travel plans will be able to get a credit or refund for any unused travel insurance premiums, again without administration or cancellation fees.”
However the insurance company must apply to the ACCC for some reason to make it happen.
Some companies are providing refunds such as Suncorp / IAG and should be congratulated. Tick are currently not offering this.
My wife and I have insurance with Tick Insurance that starts May 1 and ending June 2 this year for a (now cancelled) trip to Italy so it is still 3 weeks into the future. I have written to Tick Insurance 3 times now via their online form (late March) and by email (April 1, April 11). The online form yielded no response, the email received a automated response for the April 1 email. In effect Tick have not responded.
Will Tick insurance follow the lead of other insurance companies and refund unused and now worthless insurance?
1 answer
Anna J.Tick Travel Insurance
Hi there, I'm afraid I cannot comment on this, although I would urge you to file an official complaint with us by emailing your policy number to [email protected], which will trigger a re-investigation of your case. Thanks, Anna
Debbieasked
Hi. I purchased travel insurance from you guys on the 8th of December 2022. My husband and I were travelling to Vietnam in march 2020. In early January I contacted Tick for confirmation that our policy did cover us for any costs relating to a pandemic should it occur and was told that I had full cover. We flew out to Vietnam in early march. Our trip was cut short due to our government raising to alert to a level 4 and requesting that all Australian come home. We had to purchase additional tickets as our flight had been cancelled and our airline was impossible to contact. I have sent a request for a refund of these additional ticket to 2 email address and also filled out an online form. We have heard nothing from you in over 2 weeks. I understand that you are busy bit after seeing various reviews about you guys being impossible to contact I am starting to get concerned. I sent off another email yesterday and requested a read receipt which informed me that my message had been deleted without being read :-( . Could you please advise how I can make contact with you ? My policy number is MS/TK/305144/24420762
1 answer
Anna J.Tick Travel Insurance
Hi Debbie, I appreciate you getting in touch, and I understand your concerns. Thank you also for your patience with this situation, it's an unprecedented time and our resources are stretched thin at the moment. I have made a note of your claim number and I have flagged your case with the relevant people today. If you don't hear back soon, please let me know and I will escalate it further. Thanks, Anna
Nev. BARROWasked
Can I claim for a Air Vanuatu flight cancelled on 22/03/2020. Replacement flight purchased for our party of 4 adults and 1 infant.
3 answers
Anna J.Tick Travel Insurance
Hi Nev, if you purchased your policy before 4:00pm on 31st January, and your policy included cancellation cover, then you are eligible to claim for cancelling your trip, although it sounds like perhaps you are rescheduling instead of cancelling. Therefore, I cannot advise on the outcome of your claim, and I would recommend you lodge a claim. The below link includes all of the information you will need to lodge online, via email or via post, along with a list of documents that need to be included along with your claim.
https://www.tickinsurance.com.au/claims/manualsubmission/
https://www.tickinsurance.com.au/claims/
Thanks, Anna
Why did tick accept and take money for travel insurance after the 31st January then why did they take our money after that date for travel insurance our flights were cancelled by air Vanuatu 2 days before we were due to fly back to Australia not our fault and no explanation from air Vanuatu
Anna J.Tick Travel Insurance
Hi Nev, we continued to sell policies that provided the same wide range of cover our policies had offered before this date, with the exception of claims related to coronavirus. In addition, it was deemed a known event by this point, meaning it would be expected the policy was entered into with awareness of the virus and its developments. I would recommend you contact [email protected] with your policy number. They will be able to formally lodge your complaint and investigate your case. Thanks, Anna
Cath Casked
I purchased this cover in October 2022 for a trip in May. We are postponing this trip due to COVID. My cover does include COVID-19 events. I will be taking this trip - to exactly the same destinations and exactly the same travel duration - but a simple transfer of dates will need to apply. I have emailed customer service weeks ago however as yet to receive a response. There is nothing mentioned in my T&C's to indicate that a date change cannot apply. In fact - I'm sure a lot of policies have date changes applicable seeing as people purchase travel insurance before travel dates become firm. This request is being made before the commencement of my trip. Please advise on this and how a travel date change can be applied.
2 answers
Hi Cath,
I think if you go into your booking, it should allow you to change the dates, if not, just get in contact with the actual place you are booked into and see if they will allow a credit to be held for you.
And they would probably be able to change your dates also. If its non-refundable you may have just lost your money, Good luck.
Anna J.Tick Travel Insurance
Hi Cath, thanks for reaching out, but I'm afraid we are not able to change the dates on your policy, as this isn't something we can offer. Also, I'm afraid a refund can only be made if the policy was purchased within the last 14 days. Thanks, Anna
Neil Nancarrowasked
Is the normal travel insurance policy (to Norfolk island) covered for 1) Delay, or 2 )Cancellation due to pandemic. Policy taken out 20/1/20. ref. Pol. No, MS/TK/305143/24642129 N.Nancarrow
3 answers
Anna J.Tick Travel Insurance
Hi Neil, I can offer general advice on your eligibility to claim. Since you purchased before 31st January, there is no exclusion for coronavirus on your policy. Therefore, the main issue is whether your policy included cover for cancellation. If you have a policy that includes cancellation cover, you are eligible to claim for cancellation. If this is the case, I would advise you lodge a claim - the below links will be helpful in assisting you to lodge online, via email, or via post.
https://www.tickinsurance.com.au/claims/
https://www.tickinsurance.com.au/claims/manualsubmission/
Thanks, Anna
Anna, thanks very much for your prompt attention to our query. Will contact Tour Provider to find out what is their situation re. our proposed tour and act accordingly. Thanks again, Neil
Anna J.Tick Travel Insurance
My pleasure Neil, let me know if you need anything else. Thanks, Anna
yolanda1asked
With regard to policy no. MS/TK/305144/24301326 our numerous attempts to reply to [Name Removed] email of 24/3 using the email address provided have been unsuccessful . We are wanting to alter the dates on the existing policy as the cruise it covered was cancelled to now cover a South American cruise for next year.
The dates are from 02/03/2021 to 06/04/2021 covering both flights and cruise. Please acknowledge and confirm amendments are accepted. Any help?
Thank you. Regards Richard Abbey
email address - [email protected]
3 answers
Anna J.Tick Travel Insurance
Hi Richard, I'm sorry, but unfortunately, we are unable to change the dates on your policy, regretfully, this isn't something we offer. Thanks, Anna
If that is the case, why would [Name Removed] email us asking for our dates for the next cruise in the hope our health insurance policy may be transferred? Something you “now” don’t offer due to the virus?
Anna J.Tick Travel Insurance
Hi Richard, my advice is general in nature, so I will defer to whatever advice Grant is currently giving you. Please continue to liaise with him regarding your request. Thanks, Anna
Philip Harlowasked
Hi,
We took out top insurance with you on 1 Oct 2022 for a trip including flights from Australia to Malta and Greece commencing on 19 April 2020. Due to the corona virus I have canceled all that I can without cost but it appears now the airlines will cancel our flights and I wont get a a refund. Are we able to claim this cost from Tick and what is the timetable for doing so? Thanks,
Philip Harlow, [email protected]
1 answer
Anna J.Tick Travel Insurance
Hi Philip, without knowing more details, its not possible for me to guarantee that your claim will be paid, but depending on the level of cover you purchased (i.e. if it was Gold or Silver) you may be eligible to claim. The below link details all the evidence that will be needed to be sent by you, in addition to the details you will need to send your claim to us via email or post.
https://www.tickinsurance.com.au/claims/manualsubmission/
Thanks, Anna
brian walkerasked
can I cancel my travel insurance took out in8/2019 brian walker
2 answers
Yes you can cancel. Tick doesn't offer refunds, which is why i was so Ticked off. Next stop is insurance Ombusman.
Anna J.Tick Travel Insurance
Hi Brian, you aren't able to cancel and recieve a refund unless you are still within the 14 day cooling off period, which it appears you aren't. However, since you purchased before 4:00pm on 31st January, your policy doesn't have an exclusion for coronavirus related claims. So depending on the level of cover your selected, you may be eligible to claim for cancellation of your trip. Let me know if you need any help doing this. Thanks, Anna
brian walkerasked
can I cancel travel insurance itook out in 24 /8 2022 brian walker policy number ms/tk/ 305144/23847180
3 answers
Anna J.Tick Travel Insurance
Hi Brian, as I mentioned in reply to your other post, you aren't able to cancel and recieve a refund unless you are still within the 14 day cooling off period, which it appears you aren't. However, since you purchased before 4:00pm on 31st January, your policy doesn't have an exclusion for coronavirus related claims. So depending on the level of cover your selected, you may be eligible to claim for cancellation of your trip. Let me know if you need any help doing this. Thanks, Anna
Yes
Anna J.Tick Travel Insurance
Hi Brian, please see the below link which details all the evidence that will be needed to be sent by you, in addition to the details you will need to send your claim to us via email or post.
https://www.tickinsurance.com.au/claims/manualsubmission/
Thanks, Anna
Taiharaasked
I cannot get an answer on your Telephone Inquiry Number (rings once then disconnects...have been calling for 4 days).
I cannot make a Claim on your Website (Claim Form page will not load correctly).
I cannot receive a response from your website Email Inquiry (Emails sent 5 days and two days ago).
In the absence of any way to contact you, how do I make a claim?
Thankyou
1 answer
Anna J.Tick Travel Insurance
Hi Taihara, I'm very sorry for the delays you're experiencing. Due to the coronavirus outbreak, we have been overwhelmed with calls and claims, and so it's taking significantly longer than usual to reply to emails. Just to confirm, when you say email, did you email [email protected]? If not, I recommend doing so. Regarding the claims form, this has been pointed out today by another customer, and investigations into fixing this have already begun. I want to get you a response as soon as possible, and I have sent you private message (to ensure your privacy) requesting further details from you so I can identify your case and have someone get in touch with you. Thanks, Anna
Katherine U.asked
Can I get a refund on my unused policy which is due to commence on 6 June due to the Australian Federal Governments highest level ban on overseas travel
1 answer
Anna J.Tick Travel Insurance
Hi Katherine, if you purchased your policy before 31st January at 4:00pm, then you are eligible to claim for cancellation of your trip (presuming you recover what funds and credits you can from other providers first). If you would prefer to cancel your policy, and you are still within the 14 day cooling off period, you can cancel and get a refund. If you are outside of this, please contact info@tickinsurance so the team can assist with your request. Thanks, Anna
Sueasked
I have top travel insurance which I purchased from Tick in August 2022 for travel to Bali this coming Easter. If Jetstar cancel my flights, will I be able to claim payment of my accommodation costs?
8 answers
Ok, change of question now. With Level 4 Do Not Travel just announced by the government, am I right that we can now claim our flights and accommodation costs?
Anna J.Tick Travel Insurance
Hi Sue, thanks for reaching out. Coverage for the coronavirus outbreak will depend on when you purchased your policy - if you purchased before 4:00pm on 31st January, you are eligible to claim for cancellation related to the coronavirus outbreak. I would strongly encourage you to read the below travel alert that details our position on the pandemic: https://www.tickinsurance.com.au/travel-alerts/update-outbreak-coronavirus-worldwide/
Thanks, Anna
Thanks Anna. I purchased the policy in September last year so it seems I am eligible to claim.
On my PC and phone, I can log in with Policy Number, Surrname and DOB on your website, but when I click on "ONLINE CLAIMS" the following message is received.
"Suspicious page blocked for your protection https://claims.tickinsurance.com.au/Landing/Login
Your connection to this web page is not safe due to an expired security certificate.
Web pages must renew their certificates to stay current, and outdated security certificates represent a risk for your data."
Shauna F.asked
Hi!
With the current Australian Government request for postponement of non essential travel,
I have had to postpone my trip to Cambodia, due to leave on Thursday, 26th March and original return date of 6th April, 2020.
Under the circumstances, I am enquiring if Tick Insurance will honour my original Top travel insurance cover by allowing an insurance credit for future travel?
Shauna Feehan
1 answer
Anna J.Tick Travel Insurance
Hi Shauna, thanks for reaching out.
If you are still within the 14 day cooling off period, you can cancel your policy and recieve a full refund. If, however, you are outside of the cooling off period, I would advise you to contact [email protected] so that the team can respond to your change of dates request.
I would also recommend that you read the below travel alert which details our position on the coronavirus outbreak, as it may affect your claim:
https://www.insureandgo.com.au/travel-alerts/latest_update-global-coronavirus-outbreak.jsp
Thanks, Anna
Jessikajadeasked
I purchased TOP cover insurance with Tick as I have Used Tick Insurance before. I have today had to cancel my Travel Plans due to fly Wednesday 18 March Due to All Australian Government Restrictions which were put in place yesterday which include Self Isolation Policy. This is basically a forced cancellation . I have tried to put in my policy No which is stated on my policy and it tells me . The details entered do not appear to be valid! Could you please advise !
Thankyou
Tracey HENSBY
How do I find out about if any of my cancellations
1 answer
Anna J.Tick Travel Insurance
Hi Tracey, I just wanted to confirm that I replied to your private message yesterday with the information requested. Just to reriterate, in order to log in to the claims portal on the website, please use only the last 8 digits of your policy number, instead of the whole of it (which starts with MS). Let me know if this does not work.
Thanks Anna
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