TID Travel Insurance Direct Questions & Answers (page 3 of 12)

Hi Janelle,

With our policy her age is not a factor. The only thing that we would consider is that she is residing in Australia or New Zealand at the time of event and whether or not a Pre Existing Medical Condition was the core underlying reason for the claim.

Cheers,
TID Customer Service Team
[email protected]

Hi Essa,
Thanks for getting in touch. Stop overs of under 48 hours are automatically covered by your policy. If however your stop over is longer than 48 hours, you do need to list it on your policy as a destination. I hope that helps, if you have any further queries or need clarification feel free to call our Customer Service team on 1300 843 843 Mon-Fri 8am-8pm or 9am-5pm Saturdays.
Ash, Customer Experience
www.tid.com.au

Hi Aussiedarren,
Thanks for getting in touch.
Where a country is listed on the Smartraveller website (smartraveller.gov.au) as ‘Reconsider Your Need to Travel’, ‘Exercise a High Degree of Caution’, or ‘Exercise Normal Safety Precautions’, our normal policy conditions apply. This means, if you were injured in a terror attack you would be able to submit a claim under the Medical Expenses Incurred Overseas benefit as per normal.
We have an exclusion relating terrorism which states: – A_ loss that arises directly or indirectly from an act or threat of terrorism. This exclusion only relates to Section 2: Cancellation costs (page 10), Section 6: Travel delay (page 13) and Section 9: Special events (page 14)._
You can find this exclusion in our PDS, page 16.
In saying this, if you decided to cancel your trip, you are still welcome to submit a claim for Cancellation Costs for consideration as every claim is assessed case-by-case.
We recommend that all travellers keep themselves updated with the Smart Traveller website; smartraveller.gov.au.
I hope this has helped, if you have any further questions or need more clarity on the matter feel free to call us on 1300 843 843.
Ash, Customer Experience

Hi caz,
Thanks for your question. We have a number of steps to go through to give you a quote and will need to ask you a few questions. Can you please call our Customer Service team on 1300 843 843 Mon-Fri 8am-8pm or 9am-5pm Saturdays, alternatively, you can get a quote online www.tid.com.au? Because the 2 adults are within different age categories for our pricing you may want to consider 2 policies - the children can be listed on both. Our Customer Service team will be happy to help you with this.
Alison, Customer Experience Manager, tid.com.au

Hi damiye,
We have a definition of 'resident' to help our customers know if they will be covered or not. Provided you meet the conditions below, you can purchase a policy even if you aren't commencing your trip in Australia. If you are travelling to Australia, please note that medical treatment is not covered.
Resident means an Australian citizen; a holder of a current and valid Australian permanent resident visa, partner/spouse visa or skilled working visa (457 or other skilled working visa); a New Zealand passport holder permanently residing in Australia:
a) with unrestricted right of entry into Australia;
b) with access to long-term medical care in Australia (not including Reciprocal Health Care Agreements);
c) who has a permanent Australian residential address; and
d) who agrees to be repatriated, if required, back to Australia under this insurance.
If you have any other questions please get in touch.
Alison, Customer Experience Manager, [email protected]

Hi BobMurray,
You've asked a lot of really good questions. It's a bit hard to cover them all off here but I'll do what I can. You can always call our customer service team 1300843843 and they can give you more complete answers.
Cancellation cover - is in effect from the time you purchase and will cover your pre-paid accommodation and transport should you need to cancel for unforeseen or unforeseeable reasons outside of your control. Within the exclusions to this section would be things like a change of mind, the tour operator having insufficient numbers, cancellation due to a carrier caused reason or you being deemed unfit to travel by a medical professional and you continue on your trip. It would be hard to say whether there would be cover if your instructor 'goes awol' as it would depend on the reason. Potentially there could be cover if she was sick or injured and not able to travel as she would be part of your travelling party. Please take a look at Section 2 & 3 as well as Exclusions to Sections 1-13 and the General Exclusions.
Injury - To be covered for injury while skiing/snowboarding you will need to select the snow sports option and pay an additional premium.
Delay - travel delay for more than 6 hours will give you $200 per 12 hours for additional accommodation, meals or transport (Max $2000 single/$4000 family policy). In addition, if you are delayed for a reason outside of your control, including carrier caused delays, and you can't get to your destination on time we'll pay for the unused, non-recoverable accommodation, transfers, tours events and attractions you've missed out on. If the return journey to Australia is delayed and you need to buy a new ticket to get you back to work on time then we'll cover that as well. Please read Section 6 & 9 in the PDS (General exclusions will also apply to these sections).
Documentation - while we hope nothing goes wrong on your trip but if you find yourself in a situation the best advice is to report it. Where you've been the victim of theft or another crime you must report it to the police. If you find yourself in hospital you'll need to get in touch with us and get all medical reports, discharge reports and if you pay then receipts as well. If you aren't sure, just call our emergency assistance team. They are available 24/7 to help you.
Download Tripwise - we have an app that gives you lots of destination and safety information as well as your policy information at your fingertips.
PDS - read the PDS, www.travelinsurancedirect.com.au/pds
Get in touch if you have more questions.
Alison, Customer Experience Manager

Hi Josie,
Our domestic policy offers cover up to $10,000 for a single policy or $20,000 for a family policy for cancellation. We will pay for any pre-paid unused transport and accommodation expenses if you need to cancel for unforeseeable circumstances beyond your control. Please note that there are conditions and exclusions that apply to the cancellation section so please refer to our PDS and read the General Exclusions and Exclusions to Sections 1-13. Cover for pre-existing medical conditions is limited on the domestic policy. The PDS is available on our website www.travelinsurancedirect.com.au/pds. Our customer service team will be happy to give you a quote but we won't post a quote on a public forum. They are available Mon-Fri 8am-8pm or 9am-5pm Saturdays on 1300 843 843 or you can email [email protected] and they will respond within 24 hours. Alternatively, email me [email protected] with your number and the best time to call and I'll arrange for one of our customer service team to get in touch with you at a time that suits you.
Alison, Customer Experience Manager
www.tid.com.au

Hi Trevor,
I'm sorry I didn't get back to you in time but I hope you have contacted our customer service team to assist with your enquiry. We have information on the homepage of our website in relation to our cover for the ash cloud in Bali last week. It will always be kept up to date as things change so it's the best place to go to if there are any events in the world.
Alison, Customer Experience Manager
www.tid.com.au

Hi Johnno68, if you are suddenly ill or seriously injured and you are hospitalised then the policy offers cover for a 'close relative' (which includes defacto partner) or friend to travel to be with you and escort you home in the place of a medical practitioner. Details of cover are in our PDS under Section 3 & refer to the exclusions and general exclusions. You will need to be in contact with our emergency assistance team to arrange this for you. - Alison, Customer Experience Manager, www.tid.com.au

Hi Jacko007,
Apologies for the delayed response.
We offer cover for damaged personal items. You can submit this claim online https://www.travelinsurancedirect.com.au/how-to-make-a-claim. Here's some information on cover for luggage and personal effects https://service.travelinsurancedirect.com.au/customer/portal/articles/500346-cover-for-luggage-and-personal-effects.
Alison, Customer Experience Manager

Hi Narelle,
Sounds like a fun trip you have planned. If you are stranded overseas due to an unforeseen natural disaster, such as a volcanic ash cloud, you can claim for additional travel and accommodation expenses under our policy. Keep in mind the event (i.e. volcanic eruption) must occur after your purchase a policy. Cheers,
Ash, Customer Experience

Hi KAF, Thanks for getting in touch. For policies purchased before 5pm AET on Friday 19 February 2016: Before you travel, where you have no option but to change your plans because you are prevented from using pre-booked transport or accommodation and you did everything reasonable to book alternative arrangements, you are covered for the lesser of cancellation or rearrangement costs. For further information on the Cyclone Winston that is impacting Fiji please visit https://service.travelinsurancedirect.com.au/customer/portal/articles/2335377-fiji-update-cyclone-winston or call our Customer Service team on 1300 843 843 between 8am-8pm Mon-Fri or 10am-2pm Weekend (AET). Ash, Customer Experience

Hi James, thanks for getting in touch. With questions relating to specific pre-existing medical conditions, we would normally advise you to speak with our customer service team directly (T: 1300 843 843, E: [email protected]) so they can ask more questions if need be to give you an informed answer on the coverage available to you. You can also find more information about how we handle pre-existing medical conditions at http://service.travelinsurancedirect.com.au/customer/en/portal/articles/595785-pre-existing-medical-conditions?b_id=755. - Ash, Customer Experience

Hi James, thanks for your question. As everyone's medical situation is different, we would normally advise you to speak with our customer service team directly (T: 1300 843 843, E: [email protected]) so they can ask more questions if need be to give you an informed answer on the coverage available to your particular condition. You can also find more information about how we handle pre-existing medical conditions at http://service.travelinsurancedirect.com.au/customer/en/portal/articles/595785-pre-existing-medical-conditions?b_id=755. - Ash, Customer Experience

Hi Bec, I am sorry to hear about your dad's passing. As you can appreciate our Claims team require certain supporting documents to assess a claim. As to your particular claim, I would be happy to look into this further for you. If you could please send me your Claim number, this would allow me to investigate a little further. Look forward to hearing from you soon. Ash, Customer Experience [email protected]

Hi Natalie, our definition of a dependent is "your children or grandchildren not in full time employment who are under the age of 21 at the date of policy issue, travelling with you on the majority of the trip, and listed as covered on your Certificate of Insurance." Unfortunately this means that your family friend would not qualify as a dependent and would need a policy of her own. Wishing you all the best for your trip! - Michelle, Customer Experience

Hi KerrynO, I'm sorry to hear that you were caught up in the recent Bali ash cloud. Once we have received all the documents we need to assess your case, we will decide whether or not to accept a claim within 10 business days. To try and prevent any delays, please ensure you send through all relevant documentation promptly. If you have any concerns, please don't hesitate to contact our claims team on 1300 625 229 or [email protected]. - Michelle, Customer Experience

Hi Chelsea, thanks for your query. With questions relating to specific pre-existing medical conditions, we would normally advise you to speak with our customer service team directly (T: 1300 843 843, E: [email protected]) so they can ask more questions if need be to give you an informed answer on the coverage available to you. You can also find more information about how we handle pre-existing medical conditions at http://service.travelinsurancedirect.com.au/customer/en/portal/articles/595785-pre-existing-medical-conditions?b_id=755. - Michelle, Customer Experience

Hi Mickey, I'm sorry to hear about your son - I hope he's feeling better soon! If your regular GP confirms in writing that he is not fit to travel, then you would be able to claim for rescheduling or cancelling your trip. For more information on how to claim, please see https://www.travelinsurancedirect.com.au/how-to-make-a-claim. You can also contact our customer service team if you'd like to know more - call 1300 843 843 or email [email protected]. - Michelle, Customer Experience

Hi Nicole, thanks for your question. Our Cancellation section will reimburse your pre-paid transport and accommodation when you can't travel due to an unforeseen event. This applies before you travel or when you are on your trip. If your pet was well at the time you purchased and its illness prevented you from travelling (or cut your trip short) then you can claim under this section. If your trip is cut short then we won't cover the costs to bring you home but you can claim for the lost pre-paid transport and accommodation expenses that aren't refunded by the supplier. - Alison, Customer Experience Manager, tid.com.au