About your policy

Bought Travel By Us insurance and want to make a few changes? Or not sure if you’ve got the right cover? If you want to find your policy number, cancel or extend your cover you can learn more about that here.

About your certificate of insurance

Your certificate of insurance contains important details about your policy such as the period of insurance, your premium, what cover options and excesses will apply, and any changes to the policy wording. It also contains our contact details and your policy number, which you’ll need to make a claim.

Your Certificate of Insurance is sent via email from hello@travelbyus.com shortly after you purchase your policy online. We used the email address you provided during checkout.

Check your documents

It’s important that you check all the details on the documents we send you. If you notice an error or if you have a question, please contact us. If you find you need to change the cover for whatever reason, get in contact with us. If you need to change the start and end date of your cover, you can do that here.

Have you checked your junk or spam folders? Would you like us to resend it?

What makes up your premium

Your premium is the amount you pay to be insured. Your premium is determined by a number of factors which indicate the level of risk we need to cover you for. These factors include where you are going, how long you are going for, how many people are in your travelling party and their ages, any pre-existing medical conditions and other benefits the policy gives you. Of course, the higher the risk is, the higher the premium.

Your premium also includes amounts that we are required to pay, such as government charges, taxes or levies (e.g. stamp duty and GST) that apply to your policy. You will find these amounts on your certificate of insurance.

Cancelling & our 14 day cooling-off period

Did you know you get cooling-off period in which to mull over your Travel with Us travel insurance purchase and cancel if you need to? If for some reason you have changed your mind about your policy, you can cancel it within a 14-day cooling-off period. This period starts on the day you are issued with your certificate of insurance. We will refund your premium in full as long as:

  • your trip hasn’t started
  • you haven’t made a claim
  • you don’t want to make a claim or exercise any other right under the policy.

You can also cancel your policy at any other time, but beyond the 14-day cooling-off period we will not refund any part of your premium. You can apply to cancel your policy here.

We’ll email a confirmation to you once the cancellation and refund have been processed, provided you are eligible for a refund. This process may take between 5 to 10 days to complete.

About excess

Like most travel insurance companies, Travel By Us charges an excess on most claims, like emergency dental costs and trip cancellation fees.

The excess we charge is $100 per person per event. This applies per person and per event. So for each event you claim for, an excess payment of $100 is needed.  Excess is deducted from any payment we make to you after you claim.

When your cover starts and ends

You are covered for cancellation benefits as soon as you have paid the premium and we have issued you with a certificate of insurance. Cover for all other benefits starts on the date of departure and ends on your date of return, as shown on your certificate of insurance, or when you return home, whichever happens first.

Your policy will auto-extend if you are unable to travel due to an insured medical condition. Extended coverage will only apply up to the point at which you are medically certified as fit enough to return home, and we complete your repatriation.

Extending your cover

Has your trip turned into the never ending summer? If you’re extending your trip, how about extending your travel insurance too? It is usually possible to extend your Travel By Us policy as long as:

  • you are still within the correct age limit (up to 99 years old)
  • your personal circumstances haven’t changed
  • you haven’t made a claim nor are you aware of a claim that may be made on your original policy.

What you’ll pay

The premium for an extension is calculated based on the relevant cover level’s rates at the time of the extension. If we update this product disclosure statement (PDS), your extension will operate under the terms of the PDS in use at the date we process your extension. We will not grant an extension to a policy where the trip duration exceeds 12 months. If your trip is delayed beyond the finish date shown on the certificate of insurance by your scheduled transport, or by an event that you can claim for under this policy, we will extend your policy automatically beyond the date shown on the certificate of insurance. The extension will expire once you are capable of travelling to your final destination, including the journey there, or for a period of six months, whichever happens first.

You can apply to change the start and end date of your cover, as well as change or add the destinations you are covered for here.

Making changes to your policy

Provided that you have not yet started your trip, you may be able to make certain changes to your policy such as:

Depending on the changes needed, we may need to contact you to take credit card payment for additional cover. Get in touch with us on jump on our live chat for help with making changes to your policy.

adding or removing countries from your cover

​Provided that you have not yet started your trip, you may be able to add or remove the countries that you need cover for.

Changing destinations may affect the premium you need to pay. We’ll let you know what the difference is once we’ve processed your request. You may need to pay more, or we may need to refund you a portion of your premium.

We just need to make sure that any country you’re travelling to is not on the ‘Do Not Travel’ list as published by The Australian Government on Smartraveller.com.au. Check that list here. (Filter by ‘Do Not Travel’)

Cover for all listed dependants

Dependants up to but not including 18 years old, as listed on your certificate of insurance, are only covered if they are accompanying you or an adult named on the certificate of insurance for the duration of the dates shown on your policy. Find out more about cover for dependants here.

Your duty of disclosure

Before you enter into, vary or extend an insurance contract, you have a duty of disclosure under the Insurance Contracts Act 1984.

When we ask you questions that are relevant to our decision to insure you and on what terms, you must tell us anything that you know and that a reasonable person in the circumstances would include in answering the questions.

When amending or extending your contract of insurance, we will ask you specific questions about any change in your circumstances. You must tell us about any change to something you have previously told us, otherwise you will be taken to have told us that there is no change. You have this duty until we agree to insure, amend or extend the contract.

If you do not tell us anything you are required to tell us, we may cancel your contract or reduce the amount we will pay you if you make a claim, or both. If your failure to tell us is fraudulent, we may refuse to pay a claim and treat the contract as if it never existed.

Contacting us

If you need help understanding anything about our cover, need to make a claim, or would like to discuss your specific travel insurance needs, there are a few ways to reach us.

To help us assist you, it’s important that you:

  • Have your policy number handy
  • Understand what’s covered by reading the PDS

Understand your cover

Conditions and exclusions apply to every cover level and optional pack. View our Combined Product Disclosure Statement and Financial Services Guide for full details. Sub-limits apply. Not sure? Our friendly team are here to help. Get in touch