TID Travel Insurance Direct Questions & Answers (page 4 of 12)

Hi Stephanie, our policy provides coverage for cancellation in the event of unforeseen circumstances that prevent you from travelling. If you were to purchase your policy today, you would be able to claim if there was another ash cloud in January which stopped you from going to Bali - you couldn't have known that the ash clouds would develop again at that time, so it would be considered unforeseen. The problems are when travellers buy their policies after the ash clouds eventuate, eg ash clouds develop tomorrow, and the policy is purchased a week later because the traveller knows they will most likely encounter problems and need to claim. To clarify also, we have not made any changes to our policy wording in relation to recent ash cloud issues. I hope this puts your mind at ease but if you have any further questions, please don't hesitate to contact our customer service team on 1300 843 843 or [email protected] - Michelle, Customer Experience

Hi elle, our policy does provide coverage for working and volunteering overseas. Depending on the work you intend to do, we may require more information before we can advise on coverage - more information can be found at http://service.travelinsurancedirect.com.au/customer/en/portal/articles/1585428-travel-insurance-for-working-overseas?b_id=755. With regards to selecting the Middle East as a region, we prefer to know what specific countries you are travelling to so we can calculate the premium accordingly and provide country-specific advice via Tripwise. Simply entering Jordan as your destination will not cover you for other countries within the Middle East. For more detailed information, please contact our customer service team on 1300 843 843 or [email protected] - Michelle, Customer Experience

Hi Robin, for the purpose of this policy, we only refer to the term 'serious injury'. Our definition of this is 'a condition which first occurs during your period of cover and which necessitates treatment by a legally qualified medical practitioner and which results in you or any other person to which this Insurance applies being certified by that medical practitioner at the time as being unfit to travel or continue with your original trip.' A disabling injury would quite possibly fall into this category. For more information, please don't hesitate to contact our customer service team on 1300 843 843 or [email protected] - Michelle, Customer Experience

Hi get70, we can't make any recommendations about what policy you should take, but there are two TID plans you can consider - our International plan, which covers single trips, or our Annual Multi Trip plan, which covers numerous trips within a 12 month period. Both include coverage for rearranging your trip if something happens that is unforeseeable and outside of your control happens. Please keep in mind however that if you have not allowed a reasonable amount of time between your flights, missing the second flight might not be considered unforeseen and therefore may not be covered. The plans also provide cover for travel delay if your pre-paid scheduled transport is delayed for at least 6 hours. For more information, please don't hesitate to contact our customer service team on 1300 843 843 or [email protected] - Michelle, Customer Experience

Hi val, both our International and Annual Multi Trip plans provide cover in the event of volcanic ash clouds, provided the policy was purchased BEFORE the ash clouds developed. While we can't advise which policy you should take, we can point out some key features to help you make that decision. Both plans offer virtually identical benefits (the Multi Trip policy also offers business benefits), however the International plan covers one single trip, whereas the Annual Multi Trip covers numerous trips within a 12 month period. For more information, fel free to contact our customer service team on 1300 843 843 or [email protected] - Michelle, Customer Experience

Hi Katrina, our apologies for not responding sooner. Both our International and Annual Multi Trip plans provide cover in the event of volcanic ash clouds, provided the policy was purchased BEFORE the ash clouds developed. While we can't advise which policy you should take, we can point out some key features to help you make that decision. Both plans offer virtually identical benefits (the Multi Trip policy also offers business benefits), however the International plan covers one single trip, whereas the Annual Multi Trip covers numerous trips within a 12 month period. For more information, please don't hesitate to contact our customer service team on 1300 843 843 or [email protected] - Michelle, Customer Experience

Hi Sammiespookie, we don't have any senior specific policies, but all our plans extend to travellers aged 70 and over (some have age limits of 75, others 80 years of age). We automatically provide cover for a range of lower risk pre-existing medical conditions free of charge, and others we are able to cover for an additional premium, however please be aware that there are some conditions that we cannot cover under any circumstances. For more information, please see http://service.travelinsurancedirect.com.au/customer/portal/articles/595785-pre-existing-medical-conditions or feel free to contact our customer service team on 1300 843 843. - Michelle, Customer Experience

Hi chosenkey, unfortunately our policies are only available to permanent residents of Australia and New Zealand, so we're unable to help your mother on this occasion. Our apologies, and wishing her safe travels! - Michelle, Customer Experience

Hi Katie, sounds like an exciting year you and your partner have planned! Provided you are not permanently relocating to Oman, then we can provide you both with coverage, even while you are working (keep in mind that if you are injured on the job and are able to claim your medical expenses through your employer, then you need to claim through them first). If you have an idea of where you are likely to travel to while you're away then you could list them on your policy when you purchase it, otherwise you could also consider entering 'Worldwide' as your destination, which will ensure you're covered wherever you go. For more information, please don't hesitate to contact our customer service team on 1300 843 843 or [email protected]. - Michelle, Customer Experience

Hi catj, we can appreciate your concern given the recent flight cancellations and delays due to the Mount Ruang volcanic ash cloud. If the cancellations and delays continue into mid-August and you find you are affected, provided you purchased your policy before 11:59pm Thursday 2nd July 2015, cover is available for travel delay, and cancellation costs or additional travel and/or accommodation expenses necessarily incurred and that result directly from a provider cancelling or restricting your scheduled public transport services. Unfortunately coverage does not extend to policies purchased after this time. For more information, please don't hesitate to contact our customer service team on 1300 843 843 or [email protected]. - Michelle, Customer Experience

Hi Mish, if you are hospitalised or anticipate that you will be hospitalised, you need to notify our emergency assistance team immediately. They'll talk to everyone including doctors in your hospital, your family and your local doctor if required to make sure you get the best treatment. Our assistance company deals with thousands of cases every year all around the world and stop dramas becoming crises. In an emergency situation where hospitalisation and/or medical evacuation are required, assuming the Emergency Assistance team has been contacted and given authority to do so, the insurer can cover these costs upfront (subject to a covered event occurring). If it is not an emergency situation and the costs are not excessive then you would be expected to pay upfront and make a claim when you return home. With regards to your husband, if he is residing in Australia on a partner/spouse visa, then we are able to offer him coverage. - Michelle, Customer Experience

Hi bunners, we certainly hope that you don't find yourself in that situation but if so, our policy does provide cover for resulting medical expenses and medical evacuation, where required. 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. Unfortunately our policy does not provide cover for additional transport or accommodation expenses in the event of terrorism, nor evacuation unless medically necessary. For more information, please don't hesitate to contact our customer service team on 1300 843 843 or [email protected]. - Michelle, Customer Experience

Hi Ildi, we'd need to know a few more details to be able to provide an accurate quote for your daughter. Please feel free to give our customer service team a call on 1300 843 843 between 8am - 8pm weekdays, and 10am - 2pm weekends and they will be happy to go through the process with you. - Michelle, Customer Experience

Hi Josh, our policy does provide cover for white water rafting and kayaking (grades 1-5), however we are unable to cover canyoning (we do not cover any activities requiring the use of support ropes) and bridge jumping (as this is seen as taking an unnecessary risk). For more information on the many sports and activities that we can cover, please visit https://service.travelinsurancedirect.com.au/customer/portal/articles/721221-travel-insurance-for-sports-and-activities. Michelle, Customer Experience

Hi Linnie, our policy does indeed provide cover for medical evacuation (and decompression therapy, where required) if you suffer sudden illness or serious injury whilst diving, provided you hold a valid scuba diving licence and only diving to the depth you are licensed, or diving under licensed instruction. Snorkelling is also an activity that we cover. Both our International and Annual Multi Trip policies include this coverage. We've got some great information on our website about the coverage available for diving - for more information please see https://service.travelinsurancedirect.com.au/customer/portal/articles/721229-cover-for-scuba-diving?b_id=755. - Michelle, Customer Experience

Hi Ann, I've been doing some quick reading on Prader-Willi Syndrome and can see that the condition can be a little complex, and can sometimes affect individuals in a variety of ways (with your daughter's symptoms being the most common, if I'm understanding things correctly). There are three categories in our pre-existing medical conditions process: 1. Conditions we can cover automatically, free of charge; 2. Conditions that we absolutely cannot cover; and 3. Any other conditions, which we can cover for an additional premium. Given the nature of your daughter's condition, it would be best to speak to one of our consultants so we can have as much information available as possible when letting you know what we can cover. If you'd like to send me your preferred contact number, I'd be happy to arrange for one of our senior representatives to give you a call to discuss. - Michelle, Customer Experience, [email protected]

Hi Grahame, unfortunately our policy does not provide cover for the insolvency or bankruptcy of any travel service providers. Apologies! - Michelle, Customer Experience

Hi Jette, congratulations to the girls on their achievement! While we would be able to cover the travel aspects of their trip (eg cancellation, accommodation and transport costs, luggage and personal effects, etc), unfortunately we cannot provide cover while they are training for or competing in any professional sporting activities. It might be worth consulting an insurance broker to help find an appropriate travel and sporting insurance policy. Wishing the girls all the best as they represent Australia! - Michelle, Customer Experience

Hi Phil, no need to apologise! While I can't give a definitive yes or no answer (and I certainly hope you never find yourself in this position), it's unlikely your claim would be declined if you've been doing the right thing but suddenly had a lapse of concentration which resulted in an accident. If you'd had a few drinks beforehand it would understandably be a different story, or driving on a suspended licence. Sounds like you have an incredible trip planned - good luck and ride safe! - Michelle, Customer Experience

Hi Christiana, we certainly hope that this isn't something that you'll need to worry about, but our policy does indeed provide coverage for cancellation costs if you are unable to travel due to the unforeseen hospitalisation or death of a parent residing in Australia or New Zealand. While our policy previously had age restrictions for close relatives, we have just released a new PDS that incorporates close relatives of all ages. Please note however that if the death or hospitalisation is the result of a pre-existing medical condition, coverage is limited to $2,000 under a single policy and $4,000 under a family policy. If you need any more information, please don't hesitate to give our customer service team a call on 1300 843 843. - Michelle, Customer Experience