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Frequently Asked Questions



Below is a list of Frequently Asked Questions. Simply click the arrowed button next to each question to show the answer.

If you are travelling on an international cruise select the Region where the cruise will spend the majority of the time.

 

If you are travelling on a domestic cruise that travels into international waters you are required to select a Bronze International plan. Please ensure that suits your needs. If you domestic cruise does not enter international waters please select a Domestic plan.

In the case of an emergency call us from anywhere in the world on +60 3 2772 5592

Please call reverse charge where this service is available. Otherwise, just call the number provided above and we'll call you back.

If you are an Australian permanent resident and are undertaking travel to an overseas destination, or travelling within Australia including Lord Howe Island, Cocos Island, Christmas Island, and intend to return to your home in Australia upon completion of your trip, You will be eligible to apply for cover under a AIG Travel Insurance policy (underwritten by AIG Australia Limited, ABN 93 004 727 753, AFSL 381686, trading in Australia as AIG).

Children under 25 years of age who are financially dependent upon you and travelling with you, are covered free of charge on International, Multi Trip and Domestic Comprehensive products.

 

For International Travellers aged under 70

Single Cover
The Policy covers You and Your financially dependent children or grandchildren, who are all under 25 years of age, who travel with You.

Family Cover
The Policy covers You and Your financially dependent children or grandchildren, who are all under 25 years of age, plus Your spouse, de facto partner of either gender or any adult Travelling Companion named in the Certificate of Insurance, all of whom must travel with You.

The Policy Holder must be between 18 and 69 years of age and needs to be included in the cover as an Insured Person.

For International and Domestic Travellers aged 70+

Single Cover
The Policy covers You and Your financially dependent children or grandchildren, who are all under 25 years of age, who travel with You.

Family Cover is not available for travellers aged 70+

For Domestic Traveller aged under 70

Domestic Comprehensive Cover

Single Cover
The Policy covers You and Your financially dependent children or grandchildren, who are all under 25 years of age, who travel with You.

Family Cover
The Policy covers You and Your financially dependent children or grandchildren, who are all under 25 years of age, plus Your spouse, de facto partner of either gender or any adult Travelling Companion named in the Certificate of Insurance all of who must travel with You.

The Policy Holder must be between 18 and 69 years of age and needs to be included in the cover as an Insured Person.

Domestic Cancellation and Emergency Expenses Cover

You can nominate up to 10 additional insured persons per policy. Premium are on a per fare-paying person basis.

The Policy Holder must be between 18 and 69 years of age and needs to be included in the cover as an Insured Person.

For Frequent Travellers aged under 70

If You selected single cover, the Policy covers You and Your financially dependent children or grandchildren, who are all under 25 years of age, who travel with You.

If You selected a family cover, the Policy covers each named Adult for travel without the other. Any financially dependent children that are aged between 18 and 25 and are listed on the Family policy will require their own travel insurance policy should the be travelling without the two listed Adults.

 

AIG Mature Age Travel Insurance is available and valid only for travellers aged 70 years and over at the date of departure.

Your policy can be issued online without the need for prior authorisation if:

  • You are aged between 70 and 84 years at date of departure; and
  • You selected the plan specified for Your major destination; and
  • Your required policy duration falls within the table below.

 

 

If you require cover outside of the above conditions, you will need to contact us for an assessment. Please call 1800 008 473 and speak to our Medical Assessments Desk. They will need to know your age, destination and dates of travel. Once the assessment has been completed and an acceptance number provided, you will need to purchase your policy by phone from AIG customer service on 1300 295 016.

If you have any existing health disorders for which you would like to apply for cover, they will take you through the process to determine whether we are able to provide you with cover for the disorder. Please click on the Medical Conditions tab for more information about this process and associated fee.

If you decide to accept our terms of cover and our quoted minimum, you may advise us over the phone and we can process your payment and issue you a policy with a certificate of insurance.

International Travel Plans (F12, C12, D12, E12)

  • You should select the travel plan designated for Your destination.
  • If You have a multiple destination itinerary You should select the travel plan for the destination where You will spend the majority of Your Trip overseas, except where You will spend more than 96 hours of Your Trip in the continents of North America, South America or Antarctica.
  • If You will spend more than 96 hours of Your Trip in the continents of North America, South America or Antarctica then You must select the Platinum Plan.

This policy will not cover any loss, damage or legal liability arising directly or indirectly from Travel in, to, or through Afghanistan, Cuba, Democratic Republic of Congo, Iran, Iraq, Liberia, Sudan, or Syria. Click here for more information to help you identify which plan suits your itinerary.

If you are travelling on an international cruise, select the Region where the cruise will spend the majority of the time.

 

If you are travelling on a domestic cruise that travels into international waters you are required to select a Bronze International plan. Please ensure that suits your needs. If your domestic cruise does not enter international waters please select a Domestic plan.

This policy will not cover any loss, damage or legal liability arising directly or indirectly from Travel in, to, or through Afghanistan, Cuba, Democratic Republic of Congo, Iran, Iraq, Liberia, Sudan, or Syria.

You are not eligible for this insurance if you are travelling for more than 12 months. Please refer to www.findaninsurer for a list of other travel insirance providers.

 

If you have an Australian issued AIG Travel Insurance policy and intend to return to Australia on completion of your travel, and you are either an Australian citizen or Australian permanent resident, then you will be eligible for cover under an AIG Travel Insurance policy.

If you do not hold a ticket for your return journey at the time of a claim, we will deduct from any claim for repatriation, the cost of a fare between your last intended place of departure and Australia at the same cabin class as your initial departure fare

 

If you do not hold a ticket for your return journey at the time of a claim, We will deduct from any claim for repatriation, the cost of a fare between your last intended place of departure and Australia at the same cabin class as your initial departure fare.

For International and Domestic travellers

Yes you can, prior to the expiry date of Your original Policy, apply for an extension of Your original Policy by payment of the required premium.

You will be required to confirm Your travel arrangements at the time and We will review this information and Your claims history, before we decide on Your application for extended cover. Terms and conditions may apply or We may decide not to offer an extension.

Cover must not exceed a period of 12 months in total from the departure date on Your original Certificate of Insurance.

For Frequent Travellers

This is a Multi-trip Plan, you cannot extend Your Trip beyond 45 days.

It is also important You understand that acceptances for Existing Health Disorders cannot be extended beyond the original expiry date as shown on Your original Certificate of Insurance.

Yes, if You:

a) Cancel before Your travel commences and within 14 days of purchase; and

b) Have not made any claim; and

c) Do not intend to make a claim under your policy.

 

You may cancel your policy by contacting AIG customer Service on 1800 017 682.

 

We will refund your premium in full, less any non-refundable Existing Health Dosorder assessment fees (where applicable).

if You cancel your policy and obtain a premium refund, it will be as though Your policy had never existed.

If You cancel Your policy outside the 14 days cooling off period or after travel commences You will not be entitled to a refund of premium.

If You make a claim You may be required to pay an excess. An excess is an agreed amount that is subtracted from a claim.

The nature of the excess and when it applies is described in the Policy Wording under 'Important matters about Your policy'.

For International and Domestic Travellers under 70

Excess Payable

For One-trip International plan $100 AUD
For One-trip Domestic plan $ 50 AUD

For Multi Trip Plans $100 AUD (70+ plan not available)

Excess Eliminator

The excess can be waived by paying the excess eliminator.

Payment of an additional $30 per International and Domestic policy and $50 for Multi Trip policies can remove all exceses payable at the time of a claim.

 

Yes. For International and Multi Trip Travellers, the most We will pay for each item per Trip is $1000 and cameras, video cameras, laptop computers equipment and sets of golf clubs are automatically covered up to $3000.

 

By paying an additional premium You can insure your personal luggae items, pairs or sets of items orth over $1000 up to a maximum amount of $4000 per item.

The maximum amount you can specify for all specified items under one policy is $8000.

 

A set of items is treated as a single item, for example, a pair of earrings, a set of golf clubs or a camera and accessories.

Most amateur sporting and adventure activities are covered at no extra cost on ALL plans. Activities covered include snow skiing, bungee jumping, para-sailing, water skiing, white water rafting, trekking, cycling and hot air ballooning.

Hunting, racing other than on foot, playing polo, professional sport, mountaineering or rock climbing using ropes or climbing equipment (other than hiking), pot holing, or travelling in international waters in a private sail vessel or privately registered sail vessel. This list is not exhaustive should you have further queries please contact our call centre and/or review the policy wording.

You are covered whilst Motor Cycling as a rider or passenger as long as;

 

(i)             You or the person in control of the Motor Cycle hold a current and valid Motor Cycle license for the country the Motor Cycle is being operated in; and

(ii)            if the Motor Cycle is 126cc or greater You or the person in control of the Motor Cycle hold a current and valid license for the Motor Cycle in their home country; and

(iii)           at all times local road rules are being adhered to and a Motor Cycle helmet and appropriate safety gear is being worn.

Rental Vehicle means a passenger class motor vehicle rented or hired by You from a recognised motor vehicle rental company for the carriage of passengers and does not include caravans, Motor Cycles or any vehicle designed to be used for the carriage of commercial goods

You are covered for overnight travel on cruises and ferries. However, ocean yachting is excluded under the General Exclusions. Overnight boating or sailing may be considered to fall within this category of risk in some situations and therefore may be excluded. If you are unsure, please call our contact centre to determine whether your proposed activity will be covered before you travel.

 

Travelling on International Waters in a private sail vessel or privately registered sail vessel is excluded.

Please visit the Medical Conditions Tab on our website to determine if you have an Existing medical condition that needs to be declared.

 

If you have an Existing Health Disorder you will need to call 1800 008 473 to complete an assessment. The assessment will determine whether we are able to provide you with cover for that disorder.

 

Please note: If the Existing Health Disorder is accepted, a non-refundable $100 administrative fee will also be charged for assessing Your application for Existing Health Disorder cover. Payment can be made by Credit Card over the phone.

To contact Travel Guard in the case of an emergency from anywhere is the world, call:

60 3 2772 5592 or email Travel guard at auassistance@aig.com

 

Please call reverse charge where this service is available.  

Travel Guard® are available 24 hours every day to help you and your family during a travel emergency with their dedicated and caring team of professional doctors, nurses, multilingual coordinators, travel and aviation specialists.

 

In the event of a medical emergency, Travel Guard® will be on the line to assist you, organise the treatment you need, keep the relevant people informed and monitor your progress until you are well and home again.

 

Travel Guard® has access to worldwide assistance centre services including:

  • doctor and hospital referrals and appointments
  • emergency evacuations and repatriations
  • comprehensive case monitoring
  • translation/interpreter services in over 70 languages
  • assistance with lost luggage
  • credit card replacement services
  • help with any other problems that may arise while you and your family are away from home.

If you have any further questions you would like answered, please email us traveladmin@aig.com or call 1800 017 682 8 am to 6 pm AEST Monday to Friday.

You must register any claim to AIG within 30 days after completion of Your travel.

 

If You need to make a claim, we will require You to:

(a)   provide Us with original invoices, receipts and other vouchers relating to Your loss or expenses. It is the responsibility of the insured person to provide proof of ownership of any lost,

(b)   stolen or damaged items and we are under no obligation to make payment without this proof of ownership.

(c)   produce Your Certificate of Insurance.

(d)   provide Us with all information We require.

 

You may lodge Your claim online by clicking on the Claims Tab above or download a claim form from the Claims Page at www.aig.com.au

 

For any other enquiries in relation to entitlement to claim under this Policy, contact AIG for assistance on: Phone: 1800 017 682

A computer capable of running Windows 98, Windows NT or higher is required.

The internet browser recommends at least 16MB of RAM and a 486DX 66 megahertz (MHz) processor and requires Internet Explorer 6.0 or Firefox 1.5.0.7 or any higher release versions of these browsers.

The AIG website is designed to use 800 x 600 pixels screen resolution or higher.

Beta versions of these browsers cannot be guaranteed to work correctly with the web site. Other browser types or Macintosh hardware running Netscape or Internet Explorer are not guaranteed to work with the website.

You can refer to www.findaninsurer.com.au for a list of alternative travel insurance providers.

Medical Conditions

Existing Health Disorders

If you have an Existing Health Disorder you will need to call 1800 008 473 to complete an assessment. The assessment will determine whether we are able to provide you with cover for that disorder. Please read the following for further information. Please note: If the Existing Health Disorder is accepted, a non-refundable $100 administrative fee will also be charged for assessing Your application for Existing Health Disorder cover. Payment can be made by Credit Card over the phone.

Existing Health Disorder means:

(a) any illness, disease or other condition, including symptoms thereof suffered by You, Your Relative, business associates, or Travelling Companion, which in the one year period before You applied for this insurance:

(i) first manifested itself, worsened, became acute or exhibited symptoms which would have caused an ordinarily prudent person to seek diagnosis, care or treatment; or

(ii) required taking prescribed drugs or medicine, or tests or further investigation had been recommended by a legally qualified medical practitioner; or

(iii) was treated by a legally qualified medical practitioner or treatment had been recommended by a legally qualified medical practitioner.

(b) It shall also mean any congenital, hereditary, chronic or ongoing condition of Yours, Your Relative, business associates, or Travelling Companion which You or they are aware of, or could reasonably be expected to be aware of, before You applied for this insurance.

If you have an Existing Health Disorder, simply call Travel Guard on 1800 008 473 to complete our phone-based medical assessment. Before you call please refer below to conditions that may be covered as you may not require a formal assessment.

If you wish to apply for cover:

• Travel Guard will fairly assess applications but cannot guarantee acceptance.

• Travel Guard may either:

1. accept, or
2. decline

• and if applicable, may request additional premium payment for the Existing Health Disorder cover.

• If the Existing Health Disorder is accepted, a non-refundable $100 administrative fee will also be charged for assessing Your application for Existing Health Disorder cover. Payment can be made by Credit Card over the phone.

• Travel Guard will advise you of the outcome of the assessment on the phone and arrange a confirmation letter to be sent to you.

• If cover can be provided, Travel Guard will advise you of the terms of cover and Plan Code, together with an Assessment Number.

• Cover of Existing Health Disorders is limited to the approval for the original Policy and cannot be extended.

You must retain a copy of our confirmation letter, which contains your Assessment Number, in the event of submitting a claim.

To be assessed by Travel Guard, you will need to:

a. Telephone the Travel Guard Medical Assessment Unit on 1800 008 473 (8.30am to 5pm week days, excluding public holidays)
b. Request an 'Existing Health Disorder' assessment.

You will need to provide the medical assessment unit with the following:

1. Relevant traveller's full name and age;
2. Details of the Trip;
3. Details of condition, current treatments and medications;
4. Contact details of the relevant traveller's current Doctor; and
5. Medical reports as required by the medical assessment unit.

The provision of any information or reports required by the medical assessment unit will be at your expense.

Policy cover for Existing Health Disorder cannot commence until We have reviewed the required information and advised acceptance of Our decision.

Any Existing Health Disorder cover is limited to the term of the original policy and subject to terms and conditions.

The conditions which follow are automatically covered under this Policy, subject to You satisfying provisions 1 and 2 below.

• Acne

• Allergies

• Asthma - nil attacks requiring hospitalisation or medical treatment within the last 12 months

• Broken/Fractured Bones (providing these are completely healed with no ongoing treatment or residual problem)

• Cataracts

• Coeliac Disease

• Eczema

• Essential Tremor

• Gastric reflux

• Glaucoma

• Haemorrhoids

• Hayfever

• Hiatus Hernia

• Hip/Knee Replacements - performed more than 12 months ago and no ongoing treatment

• Hypothyroidism

• Insomnia

• Menopause / HRT

• Restless Leg Syndrome

• Tinnitus

• Varicose Veins

Provisions for Automatic Acceptance

1. Automatic acceptance is only available for Your conditions provided there are no planned medical procedures, and there have been no complications or exacerbations of the condition within the last 6 months. In all other circumstances, cover for Existing Health Disorders is subject to application and assessment as outlined under Assessment of application in the PDS.

2. Automatic acceptance does not apply if You request an Existing Health Disorder assessment for any reason. If You request an Existing Health Disorder assessment Travel Guard will fairly assess Your application on the basis of Your medical history. Travel Guard cannot guarantee acceptance and the assessment outcome may be to decline cover for Existing Health Disorders even if You suffer a condition that is noted on the Automatic Acceptance list below.

If in any doubt we recommend that you undergo a medical assessment. Please note additional charges apply and applications can only be made by persons travelling under this policy.

 

Some medical conditions and health-related events cannot be covered.  These are summarised as follows:

• conditions for which you have been given a terminal or malignant prognosis

• sexually transmitted diseases or viruses

• AIDS, HIV or AIDS related conditions

• alcohol or drug addictions

• Your or suicide or attempted suicide or self injury.

• continuing with any form of treatment begun before your journey

• pregnancy or childbirth

• where you are travelling against medical advice

• where you are travelling for the purpose of obtaining medical advice or treatment

• any Existing Health Disorders of relative(s) who are not part of your travelling party.

For precise wording please refer to your Policy Wording.

If you have any questions about our assessment, please contact Travel Guard™ 1800 008 473.

Travel Guard Emergency Assistance

Travel Guard is a worldwide team of highly skilled doctors and medical professionals who are available by telephone 24 hours a day for advice and assistance in the event of a medical emergency and any associated problems for travellers outside Australia.

In the event of an emergency whilst You are outside Australia, Travel Guard is only a telephone call away anywhere in the world.

Travel Guard is available to assist You every hour of every day as part of Your cover. We will assess Your situation and guide You through the process to solve it. Depending on Your specific needs, we can:

• provide pre-trip advice such as what vaccinations are required and the local medical conditions at Your destination.
• help You in the event of lost luggage, travel documents or credit cards by putting You in touch with the nearest embassy or other
authorities
• when medical care is needed, direct You to suitable medical facilities, monitor Your condition and treatment as well as keeping Your family and friends at home informed
• authorise and guarantee payment of hospital and medical costs
• decide if and when evacuation or repatriation is required and coordinate all facets
• provide help to re-schedule travel plans when Your Trip is interrupted by an emergency

24 Hour Emergency Assist

To contact Travel Guard from anywhere in the world, call:

+60 3 2772 5592

Reverse charges calls can be made from some countries.

Contact your local operator.

Or email Travel Guard at auassistance@aig.com

Travel Guard Mobile App

Download the Travel Guard Mobile App, available for iPhone and Android, before you leave. The app provides useful information should you need assistance while abroad.