Change your policy
Have you bought a Travel with Us policy and need to make a few changes? If you want to change, cancel or extend your cover you can learn more about that here.
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. You can also jump-start the process by letting us know about the changes you want to make online. See below.
Cancelling your policy
You can 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 online. Did you know you get cooling-off period starts on the day you are issued with your certificate of insurance.
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.
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.
Changing your cover dates
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 with 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.
Note: 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.
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.
Changing your destinations
Changed your mind about the places you want to go? Provided that you have not yet started your trip, you may be able to add or remove the countries covered in your policy.
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’)
Making other 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:
- Adding another traveller to your policy
- Adding your children to your policy
- Changing the email address that we reach you by
When contacting us
If you need to make a change to your cover, have your policy number handy so that we can get right to it.
At your fingertips
Emergency claim? Call +61 2 8074 5522
Want to check the facts? See the PDS
Questions? See our FAQs