Frequently Asked Questions

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Travel Sales

	How do I work out which international ‘region' I'm travelling to ?
We rate our regions in order of price from highest to lowest: Worldwide, Europe, Asia, Pacific. If you are going to the USA, Canada, Africa, Japan, China, Hong Kong, South America or the Middle East, select WORLDWIDE. Note that when you buy a policy for a specific region, you are automatically covered for the lesser destinations. So for example, with a Worldwide policy you are covered for anywhere else in the world or with a Europe policy you are also covered for Asia & the Pacific.
	What is an excess?
An excess is the amount that you must first pay for each claim arising from the one event before a claim can be made under your policy. It is basically the ‘deductible' on your insurance.The amount is shown in the Policy Wording.
	How do I work out if there is there an excess on my policy?
For international policies, a NIL excess applies to sections 2, 4, 5, 6, 7, 8, 12, 13 & 14. For all other benefits, $100 excess applies per claim. You can remove this excess by paying an additional $25 within the application path. No excess applies to our Plan B , New Zealand only policy.
	Is your insurance available to people over the age of 71 years?
Cover (excluding Pre-existing Medical Conditions except as specified in Step 1 automatically covered Pre-existing Conditions on page 10 of Policy Wording) is automatically available to travellers aged less than 86 years for Comprehensive International and New Zealand only and for travellers aged less than 71 years for Budget and Worldcare Frequent Traveller. No cover is available under any plans for travellers aged 86 years and over at date of policy issue. However, the following additional premiums apply to travellers aged 71 to 86 where applicable as at the date of policy issue. (PLEASE NOTE: An additional surcharge for Pre-existing Medical Conditions may also apply). Travellers aged 71 to 75 years: + 50% of premium Travellers aged 76 to 80 years: + 100% of premium Travellers aged 81 to 85 years: + 200% of premium Not available for Budget (Plan C) and Frequent Traveller (Plan D).
	What happens after I fill out the online application and give you my payment details?
If you pay online by credit card, you will receive an immediate confirmation and Certificate of Insurance. Your policy details are immediately transmitted to our database and you are covered right away! If you do not pay by credit card online, your application will be processed when we receive it via post.
	Am I covered if I work overseas?
Our travel insurance is designed for the leisure traveller, and typically does not cover events linked to employment overseas. Our Frequent/Corporate Traveller & Expatriate Medical Protection (coming soon!) are slightly different, read the Policy Wording for details. In most circumstances, if you suffer an injury on-the-job you are required to seek compensation from your Employer in the first instance
	If I return home earlier than planned, can I get a partial refund on my insurance?
Sorry but no. We won't refund any part of your premium if you cancel your cover after any part of your policy has begun (other than in the first 14 days under our cooling off period, see p14 of policy wording).
	I am currently overseas and have no insurance – can I still take out your policy?
No. Our policies are all designed to be taken out 'pre-travel' and cover you from when you leave your home until you get back to New Zealand.
	What happens if I get sick whilst overseas?
Our policies entitle you to medical assistance and cover for the costs of treatment. You are free to choose your own medical advisor or we can appoint an approved medical advisor to see you, unless you are treated under a Reciprocal HealthCare Agreement. (refer to your policy for details) When you buy a policy, you're provided with a policy number and an assistance number that you can phone free of charge from anywhere around the world, 24 hours a day, 7 days a week, 365 days a year. Contact us immediately if you have a medical problem whilst overseas.
	Do you cover my luggage?
We cover your luggage and personal effects under Plan A, B and D. (note you are required to take all reasonable precautions to protect your property, which means taking all necessary steps to avoid any loss or damage and not leaving it unsupervised.)
	I might have a ‘pre-existing medical condition' – how do I tell?
"Pre-existing Medical Condition" is an: An ongoing medical or dental condition of which you are aware, or related complication you have, or the symptoms of which you are aware; A medical or dental condition that is currently being, or has been investigated, or treated by a health professional (including dentist or chiropractor) at any time, in the past, prior to policy purchase; Any condition for which you take prescribed medicine; Any condition for which you have had surgery; Any condition for which you see a medical specialist; or Pregnancy If you fit into one of the above categories, then you will need to follow our online pre existing medical assessment process. Some medical conditions are automatically covered under the standard plans. Please refer to additional options section of the Policy Wording on page 11 more details.
	Can my ‘pre-existing medical condition' be covered?
We cover some pre-existing medical conditions at no extra cost. Our quote process will provide a tool to assess if your condition is covered automatically in the standard plan. There are some conditions we unfortunately don’t cover. Please refer to Additional Options section of the Policy Wording on page 9.

Travel Claims

	How do I make a travel insurance claim?
If you require urgent assistance, you trigger the claims process with one simple call to our Global Response Centre, read the What if its an emergency? FAQ below. For non-urgent claims, you simply download and complete the Claim Form, then send it to us at: Mondial Assistance Travel Insurance Claims PO Box 162 Toowong QLD 4066 Australia One of our friendly case managers will contact you within 10 business days regarding your claim.
	What if it's an emergency?
For urgent cases where you are overseas and require assistance, you should ring the appropiate number outlined on our Contact Us page, and our team will be able to help you with your emergency. Our Global Response Centre and our Assistance Team will be able to assist in any emergency. We will work with medical providers, organise hospital gurantees, and take every step necessary to properly manage your assistance case. The Global Response centre is open 24 hours a day, 7 days a week. If you purchase or currently hold a valid Worldcare Travel Insurance policy, you are entitled to call our assistance line anytime, from anywhere in the world. As well as the Contact Us page, the telephone numbers are also listed on your Certificate of Insurance.
	I'm a little confused – what is the difference between my “Certificate Number” and my “Policy Number” on the claim form?
If you're completing a form and it prompts you for either of the above, just put the policy number listed on your Certificate of Insurance. (Yes, both terms relate to the same number)
	I've downloaded a manual claim form - do I have to complete the medical certificate on the back of the claim form?
If you claim relates to medical expenses, you need to have your regular doctor in New Zealand complete this section of the form.
	Why do your travel insurance policies not cover medical expenses within New Zealand?
Our travel insurance policies do not cover medical costs incurred within New Zealand because you are already entitled to treatment under your existing public or private healthcare entitlement.
	What happens if I'm injured overseas & evacuated?
Our liability ends upon safely repatriating you to home soil, where you are assimilated into the local healthcare system.
	What kind of documentation is required to process my claim?
You may be prompted to send us original documents, such as reports or receipts. Typically, these documents are requirements, and we are unable to action the claim without the relevant supporting documentation. Each type of insurance claim that you can make may have a different document required (for example, medical report, invoice, receipt, police report). We will always advise you of any document required to action your claim.
	How am I assured of a fair decision?
Allianz supports the principles of the Fair Insurance Code. The purpose of this code is to increase the standards of practice and service within the insurance industry. Our disputes resolution officer, who has an independant decision making authority, will consider any complaint within 15 business days. If this does not resolve the matter, we will provide advice on how to contact the industry's independent external complaints scheme.

Worldcare

As a market leader, Worldcare Travel Insurance offers you total in-house service from arranging your insurance to paying your claim. This flexibility and knowledge enables us to provide cost effective travel insurance products!

Mondial Assistance

Mondial Assistance Australia is a leading provider of travel insurance & student health cover, as well as roadside & property assistance. Around the clock, around the world, we're always ready to help you - whatever it takes.

Allianz

The Allianz Group is one of the largest and most renowned insurance and financial services providers in the world.

Representing an international network of strong brands with first class products, Allianz brings together the expertise of specialists in property and casualty insurance, life and health insurance, asset management and banking.