Tick Travel Insurance Questions & Answers (page 2 of 6)

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

Hi Marion, I can confirm that you should attempt to recover what you can from providers before submitting a claim, but since I'm not part of the claims team, and I don't have all relevant information pertaining to your claim, I can't comment on whether or not you will recieve compensation. In addition, since it sounds like coronavirus is related to your claim, I would strongly advise you to read the below travel alert which details our position on the outbreak, as it is relevant to your situation:
https://www.insureandgo.com.au/travel-alerts/latest_update-global-coronavirus-outbreak.jsp

Thanks, Anna

Hi Bicki, thanks for getting in touch.

Unfortunately, all policies purchased after 4:00pm on 31st January 2020 are not covered for claims relating to coronavirus. Please read the below travel alert that details our position on the situation: https://www.insureandgo.com.au/travel-alerts/latest_update-global-coronavirus-outbreak.jsp

To make any changes to your policy, please email [email protected] for assistance.

Thanks, Anna

Hi llee and David,

I can confirm that the cut off date is the crux of this matter, so if you purchased before 4:00pm on 31st January, you are still able to claim, whereas if you didn't you aren't eligible.

Thanks, Anna

Hi Amanda, thanks for reaching out.

I can confirm that your policy is unaffected by the coronavirus exclusion, as it was purchased before 4:00pm on 31st January, which was when the exclusion came into effect. This means you may be covered as per the attached travel alert: https://www.insureandgo.com.au/travel-alerts/update-global-coronavirus-outbreak.jsp

Having said this, I am not part of the claims team, and thus I can't give advice on your specific claim or case, I can only give general advice. I recommend you lodge a claim online here https://www.insureandgo.com.au/travel-insurance/important-claims-information.jsp, or email [email protected] to lodge your claim via email, to see if you are covered.

Thanks, Anna

Hi Jack, thanks for getting in touch.

I can point you in the right direction, but unfortunately, since I'm not part of the claims team, I'm unable to advise you on whether your claim would be accepted or not. For anything relating a claim, you should contact our assistance line on +612 9333 3999 and explain your situation. They will be able to give advice on your specific situation. Alternatively, you can lodge a claim online here: https://www.insureandgo.com.au/travel-insurance/important-claims-information.jsp

I hope this helps.

Thanks, Anna

Hi Jennifer, thanks for the question.

For policies purchased after 4:00pm on 31st January, unfortunately we are not able to provide coverage for coronavirus, regardless of whether or not the natural disaster option is added to the policy.

We have created an in-depth travel alert that details our full position on the coronavirus outbreak, please feel free to read it here: https://www.insureandgo.com.au/travel-alerts/update-global-coronavirus-outbreak.jsp

Thanks, Anna

Hi Ronald, thank you for reaching out.

If you purchased your policy after 4:00pm on 31st January, I'm afraid we are unable to provide coverage for coronavirus, even if you are travelling outside of China. You can read more in our detailed travel alert here:
https://www.tickinsurance.com.au/travel-alerts/update-outbreak-coronavirus-worldwide/

I would definitely recommend that you contact your airline and ask them if they will refund you, or offer you a replacement flight in case of a cancellation due to coronavirus.

Thanks, Anna

Hi Ronald, yes, I think that would be your best bet. If there is anything else you need help with, just let me know. And you are right, it is a constantly changing situation, so be sure to check up on the situation on the Smartraveller website too. Thanks, Anna

Hi Sarah, thank you for reaching out.

Our 24/7 emergency assistance team are the best equipped to give you an answer on this, should the situation arise, and they can be contacted on +612 9333 3999. They would be able to provide relevant advice and assistance based on your specific situation and needs.

In the meantime, I can provide general advice only: the short answer is that it depends on the situation. In any emergency, medical or otherwise, you should call our emergency assistance line as soon as possible, but usually, for medical amounts under $500, you are able to pay up front yourself and claim back later. If the amount is substantial, you should call the emergency assistance line. They have the ability to guarantee payment directly with the hospital, so you don't have to pay out of your own pocket up front.

I hope this helps. Thanks, Anna

Hi Bruce, thanks for contacting us. That's a very good question.

The way we provide cover for the coronavirus outbreak depends on the date of purchase of your policy, and since your policy was purchased before the outbreak became a known event, you may be covered as per the benefits of your specific PDS, although you will not be covered for cancelling your trip due to change of mind or fear. For more information, we have prepared a detailed travel alert, which you can read here: https://www.tickinsurance.com.au/travel-alerts/update-outbreak-coronavirus-worldwide/

Please continue to stay updated with the latest from our website travel alerts and Smartraveller, as this is an evolving situation which may change.

I hope this helps. Thanks, Anna

Hi Anita, good question.

We have released a travel alert which details our current position on the coronavirus outbreak. Please read this as it will be helpful in your situation.
https://www.tickinsurance.com.au/travel-alerts/update-outbreak-coronavirus-worldwide/

Also, you should check back on our travel alerts page (https://www.tickinsurance.com.au/travel-alerts/) regualrly as this is an evolving situation.

In addition to our position outlined in our travel alert, we would not provide coverage for travel to a country that becomes a 'Do Not Travel' zone according to Smartraveller.

Since there is a long time between now and your travel, I would advise you to keep up to date with Smartraveller, and the travel alerts on our site, as the situation, and thus our position, may change.

Thanks, Anna

Hi Kamini, thanks for getting in touch.

Our insurance is available to travellers who are citizens or permanent residents of Australia or non-permanent residents who have a valid Medicare, Private Health Fund or Overseas Student Travel Insurance in Australia. From what you have said above, unfortunately, it seems that we may be unable to insure your parents. I wish you all the best in finding the right cover for your parents.

Thanks, Anna

Hi there, good question.

If you haven't used any of the benefits of your policy, and your travel hasn't yet begun, you have 14 days from the time you purchased your policy within which you can cancel it and get a refund.

Thanks, Anna

Hi there,

Unfortunately, after the 14 day cooling off period, we're not able to provide a refund on a policy.

Thanks, Anna

Hi Nic, thanks for reaching out.

It depends on when you purchased your policy, and the content of the doctor's letter.

If you purchased before 4:00pm on 31st January, generally speaking, you would be eligible to claim for events that impact you due to this virus. If you have a medical letter saying the cancellation of your trip is necessary and unavoidable as a result of your illness, you would be eligible to claim for cancellation. However, we are not able to cover cancellation for change of mind, or cancelling due to a recommendation only. A recommendation, as opposed to a doctor saying it is necessary and unavoidable to cancel because of an experienced illness, is not a coverable event.

If you purchased after 4:00pm on 31st January, it is expected that the policy was entered into with awareness of the virus and its developments, and so you would not be eligible to claim in this instance regardless of the content of the doctor's letter.

You can see more about our position on the coronavirus outbreak on our travel alerts page here:
https://www.insureandgo.com.au/travel-alerts.jsp

Thanks, Anna

Hi Viv, I'm not part of the claims team so any advice I would give is general in nature, which I feel wouldn't be helpful in your case. I would strongly advise you call our 24/7 emergency assistance line on +612 9333 3963 to ask if you would be able to claim for this event, and if so, should you pay your return flight up front before claiming. Our team will be able to advise you on your potential claim, and they will discuss your options with you. I hope this helps. Thanks, Anna

Hi there, thanks for the questions.

Firstly, regarding the difference between buying as 2 separate individuals vs. buying cover as a couple, there is no difference in cover - only the price differs between these 2 options. In your circumstance, you should not buy a policy as a couple, you will need to buy a policy as 2 individuals. Having said this, you don't need to purchase 2 separate policies. You can still purchase one policy for 2 people who are not a couple - both you and your ex wife - but you must make sure 'Individuals' is selected under the 'Cover for' option when getting a quote, and not 'Couple or family'.

Secondly, your transgender status does not need to be declared. Having said this, there may be medical considerations that are associated with your transitioning, that may need to be declared. An example is if you underwent surgery, as we ask customers to declare any surgeries they have undergone in the past 12 months. If you would like more information, I have sent you a private message requesting your phone number, so that we can give you a call to discuss this further.

I hope this helps.

Thanks, Anna

Hi Jim, thanks for reaching out. We do sometimes run promotions and discounts through various channels, but these offers are usually exclusive to certain campaigns, and unfortunately I'm not able to share which discount codes would be valid right now. Thanks, Anna

Hi Sam, the best way to confirm whether we can or cannot cover your particular medical condition, is to get a quote. This way, you will instantly know if you can be covered for your medical conditions, and what the price of the policy will be. You can do this quickly and easily online by going to https://www.insureandgo.com.au/ and filling out the quote form and you will be able to instantly add your pre-existing medical conditions using a simple search feature. Or you can call our Sydney based call centre on 1300 401 177 and our friendly staff would be happy to help you get a quote and discuss cover for your pre-existing conditions over the phone. I hope this helps. Thanks, Anna

Hi Joy, thanks for reaching out, good question!

Very generally speaking, the categories of cover we offer for overseas trips is as follows: cancelling your trip before departure, medical and other expenses outside of Australia, hospital cash allowance, cutting your trip short, additional emergency expenses, resumption of your trip, travel delay expenses, personal belongings and baggage, delayed baggage, passport and travel documents, accidental death and permanent disability, personal liability, legal expenses, pet care, financial default, rental car excess waiver. But this doesn't tell the full story: as with any insurance policy, conditions, and limits apply to each section.

To make sure the coverage in those categories is right for your, and the best way to find out exactly what you would be covered for, is to read the PDS. For your trip, it sounds like you will need a 'Single Trip', also known as a 'One Trip' policy. Here is a link to this relevant PDS so you can see exactly what is and isn't covered: https://www.tickinsurance.com.au/images/TK_MS_PW_OT_1019_tcm1847-574866.pdf

You will also see that the coverage and compensation amount limits vary depending on the tier of policy you purchase. We offer 4 tiers of policy to suit different budgets and coverage levels. The tiers are: Basic, Budget, Standard, and Top.

I hope you found this helpful.

Thanks, Anna

Hi Lisa, thank you for your comment and sorry to hear about your dad's situation. If you could send me a private message with your claim number, I will get the team to look into it.
Just to clarify, none of the comments are fake. They are all from real Australian customers who have purchased or made a claim from Tick.

Wendy, I cannot tell you if you should/shouldn't buy from us. I can only mention that our assistance network is one of the largest in the world and we cover a large amount of Australians travelling each month.

Kind Regards,

Anna