Got a question for us?

Answers to all the most commonly asked questions are right here.

Use our Frequently Asked Questions as a guide to steer you in the right direction. If you don’t see your question here just drop us an email at hello@travelbyus.com and we’ll get right on it. For a complete view on Travel with Us policies, limitations and exclusions, please check the Product Disclosure Statement.

  • How do I make a claim?

    Our claims process is easy and fast. If you need emergency assistance, call our 24-hour emergency line immediately for guidance on what to do next. So we can help you as quickly as possible, have your policy number handy when you call. If you don’t have it with you, don’t worry, we can look it up. We’ll just need to run a few questions by you first for security reasons.

    In an emergency call +61 2 8074 5522 and reverse the charges.

    For all emergency and non-emergency claims, you’ll need to complete a postal claim form. In our step by step guide, you can download the right form for your claim, as well as find out about the support documents you’ll need to send along with your claim. If you need help filling out your claim form, call us on +61 2 8074 5522  and we’ll be happy to point you in the right direction. Looking for more ways to contact us?

  • What is excess?

    Like most travel insurance companies, we charge an excess on many  claims, like emergency dental costs and trip cancellation fees.

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

    To see which items attract excess, see the Summary of Cover in the Product Disclosure Statement.

  • I’ve become sick or injured overseas, what do I do?

    Do you need to make an emergency claim right now? You can call +61 2 8256 1794  from anywhere in the world, and reverse the charges.

    If you are overseas and need to get in touch, you can also reach us by email: claims@travelbyus.com

    So we can help you as quickly as possible, have your policy number handy when you call. If you don’t have it with you, don’t worry, we can look it up. We’ll just need to run a few questions by you first for security reasons.

    If you’ve been caught up in an accident, injury, or sickness and think you might need hospitalisation or evacuation back to Australia, call us – or have someone call on your behalf – straight away, anytime.

    Please keep in mind that for us to assist you with an overseas medical emergency or evacuation claim, you need to have called us first to discuss the situation before starting treatment.

  • What is a pre-existing medical condition?

    A pre-existing medical condition is:

    • pregnancy
    • a medical condition where you are aware of the symptoms, or a related complication you know about
    • a medical or dental condition where you have received, or are waiting for, medical treatment
    • any condition for which you take prescribed medicine
    • any condition for which you have received surgery or attended hospital
    • any condition for which you have received, or are waiting for, tests, investigations or consultation with a medical specialist
    • any condition for which you have received or been advised to attend a follow-up consultation; or
    • any chronic or ongoing medical condition or terminal illness

    This definition applies to you, your travelling companion, a close relative, or any other person.

  • Am I covered if I’m pregnant?

    Traveling with a little extra luggage? Congratulations on your baby news! If you’re heading off on a babymoon, or for any other reason while pregnant, you’re definitely covered for most items listed in your travel insurance policy. Where it gets a little technical is if you’re needing to claim for certain hospital or medical emergency expenses that are related to your pregnancy, including childbirth.

    Pregnancy is viewed as a pre-existing medical condition and many benefits are available to expectant mothers. See here for details

    Your due date play an important role in whether you can get cover or not.

    You are covered up to 26 weeks in the case of a single baby, and 19 weeks in the case of a multiple pregnancy.

    Cover is provided to you, but not provided for childbirth or the health of a newborn child.

    For full details see pages 56 to 56, and 60 to 63 of the PDS

    For extended cover while pregnant overseas, we offer an additional product called our Pregnancy Add-On. Would you like to know more about that?

    We will not pay medical expenses for:

    • regular care following the birth
    • childbirth, regardless of the stage of pregnancy
    • newborn care
    • repatriation of your child

    At a certain point in pregnancy, doctors advise that long trips are not the safest idea. Having a baby overseas in a medical emergency is no doubt the last thing you’d want. So if you’re at, or passed 26 weeks of your pregnancy, or 19 weeks with twins or more, you’re advised not to travel, and are not covered for pregnancy-related medical expenses.

    You are also not covered for medical expenses if you are undergoing fertility treatment, either now or before you start your trip, and, if you have experienced any pregnancy complications or other health complications that you have been advised may adversely affect the pregnancy.

    For extended cover while pregnant overseas, we offer an additional product called our Pregnancy Add-On. Would you like to know more about that?

  • Are my kids covered by my insurance?

    Absolutely.

    If your dependents are travelling with you, and are listed on your policy, then the little ones are covered for free on any of our travel insurance policies. This includes your children or grandchildren, foster or adopted children, provided they are not older than 18 years. See more here

  • I’m an Australian but I’ve already left Australia, can I buy your insurance?

    Unfortunately not. You need to be starting and ending your trip in Australia, and buying a policy for the full duration of the time you expect to be away.

  • Are medical expenses covered within Australia?

    Unfortunately that’s a no. By law, none of our travel insurance policies are permitted to cover medical expenses incurred within Australia. If you become sick or injured while travelling in Australia, you’ll be entitled to cover for treatment under Medicare and, or your private health insurer.

  • I have a pre-existing medical condition that isn’t automatically covered. Can I still get cover?

    If you have a condition that doesn’t meet the policy requirements for automatic cover, we won’t be able to cover that condition under any of our travel insurance policies.

    However, we  will still cover you for a range of included pre-existing medical conditions, along with all the other standard policy benefits such as trip cancellation, or lost luggage.

  • Which pre-existing medical conditions are covered?

    We do cover many pre-existing medical conditions. You can see the full list below. Conditions do apply, so please read the PDS carefully for full details.

    We will cover you automatically for a pre-existing condition listed below, as long as you have not been hospitalised for the condition within the last two years.

    • acne
    • allergies, limited to rhinitis, chronic sinusitis, eczema, food intolerance,
      hay fever
    • asthma – providing that you: have no other lung disease, and are less than 60 years of age at the date of policy purchase
    • Bell’s palsy
    • benign positional vertigo
    • bunions
    • carpal tunnel syndrome
    • cataracts
    • coeliac disease
    • congenital blindness
    • congenital deafness
    • *diabetes mellitus (type I) – providing you:
      –      were diagnosed over 12 months ago; and
      –      have no eye, kidney, nerve or vascular complications
      and
      –      do not also suffer from a known cardiovascular disease, hypertension, hyperlipidaemia or hypercholesterolaemia; and
      –      are under 50 years of age at the date of policy purchase.
    • *diabetes mellitus (type II) – providing you:
      –      were diagnosed over 12 months ago; and
      –      have no eye, kidney, nerve or vascular complications
      and
      –      do not also suffer from a known cardiovascular disease, hypertension, hyperlipidaemia or hypercholesterolaemia.
    • dry eye syndrome
    • epilepsy – providing there has been no change to your medication regime in the past 12 months
    • folate deficiency
    • gastric reflux
    • goitre
    • glaucoma
    • graves’ disease
    • hiatus hernia
    • *hypercholesterolaemia (high cholesterol) – provided you do not also suffer from a known cardiovascular disease and/or diabetes
    • *hyperlipidaemia (high blood lipids) – provided you do not also suffer from a known cardiovascular disease and/or diabetes
    • *hypertension (high blood pressure) – provided you do not also suffer from a known cardiovascular disease and/ or diabetes
    • hypothyroidism, including Hashimoto’s disease
    • impaired glucose tolerance
    • incontinence
    • insulin resistance
    • iron deficiency anaemia
    • macular degeneration
    • Meniere’s disease
    • migraine
    • nocturnal cramps
    • osteopaenia
    • osteoporosis
    • pernicious anaemia
    • plantar fasciitis
    • Raynaud’s disease
    • sleep apnoea
    • solar keratosis
    • trigeminal neuralgia
    • trigger finger
    • vitamin b12 deficiency

    *          Diabetes (type I and type II), hypertension, hypercholesterolaemia and hyperlipidaemia are risk factors for cardiovascular disease. If you have a history of cardiovascular disease, and it is a pre-existing medical condition, cover for these conditions is also excluded.

    Please note that for insurance purposes, Pregnancy is viewed as a pre-existing medical condition. See more here.

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

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