Travel Insurance for every trip

Frequently Asked Questions

General FAQ's

• +- Why do I need travel insurance?

  Travel Insurance provides protection when unforeseen events occur whilst travelling and you incur unexpected expenses. Travel Insurance covers things like theft, accidents, or medical problems and is just as important as your passport. To find out more about the benefits of travel insurance, visit the Department of Foreign Affairs and Trade website www.smartraveller.gov.au

• +- What does my travel insurance cover?

  All of our RAA International policies provide 24-hour worldwide emergency assistance and unlimited overseas medical treatment. We offer a number of policy options with varying benefits and limits for both International travel and Domestic travel, as well as a rental car excess only policy. We also cover your children and grandchildren free of charge, providing they are travelling with you, up to the age of 25 and not working full time. Please refer to the table of benefits in the Product Disclosure Statement for further details.

• +- Who is the Insurer?

  RAA Travel insurance is issued by Tokio Marine & Nichido Fire Insurance Co., Ltd (Tokio Marine & Nichido) ABN 80 000 438 291, AFSL 246548 . Its managing agent, Tokio Marine Management (Australasia) Pty. Ltd. ABN 69 004 488 455 (TMMA) is authorised to act on behalf of Tokio Marine & Nichido to issue its policies and handle and settle claims in relation to those policies, subject to the terms of the authority. RAA is an authorised representative of TMMA.

  As well as Travel Insurance, Tokio Marine & Nichido also work with the general insurance market through insurance brokers and provide insurance for commercial and corporate businesses in Australia. Tokio Marine & Nichido was founded in 1879 in Japan, operates in multiple countries and employees thousands of people worldwide.

• +- How can I contact RAA to enquire about Travel Insurance?

  For all customer service enquiries including medical assessments please call us on (08) 8202 4346 or via email on travel@raa.com.au

• +- Who can get insured?

  Cover is available to Australian Residents over the age of 18, provided:

  • you purchase your policy before you begin your Trip; and
  • for International cover your trip begins and ends in Australia; or
  • for Domestic cover your trip must be wholly within Australia.

  Temporary Residents over the age of 18, provided:

  • you hold a current Australian Visa that will remain valid beyond the period of your return from Your Trip; and
  • you hold a return ticket; and
  • you have a permanent place of residence in Australia that you intend to return to; and
  • you purchase your policy before you begin your Trip; and
  • for International cover your Trip begins and ends in Australia; or
  • for Domestic cover your Trip must be wholly within Australia.
• +-When do I receive my policy documents?

  When you purchase your policy, we will either post or email your policy documents to you. Your documents include your Certificate of Insurance and your Product

  Disclosure Statement. It’s a good idea to carry a copy of your policy documents with you when you travel. It is also a good idea to keep them in your email inbox so you can access them if you need to.

• +-When does my policy start?

  Cover for cancellation, lost deposits and financial default commences from the date of purchase, all other benefits commence on the trip start date you have stated when purchasing your policy.

• +-I made a mistake when purchasing my policy, how do I fix it?

  Please contact us on (08) 8202 4346 as soon as you realise the error so that we can review and amend where possible. You can also advise us by email at travel@raa.com.au with full details of the error and the correct details.

• +-What happens if I change my mind and want to cancel the policy?

  You have 21 days from the date of issue of this policy (as shown on your Certificate of Insurance) to make sure this is the right policy for you, provided you have not started your trip and that you do not want to make a claim or exercise any other right under this policy.

  Simply advise us either by phone or by email if you wish to cancel your policy and we will give you a full refund.

• +-How do I extend my policy?

  You can extend your policy free of charge if the delay is due to a reason that you could claim under your policy, subject to our approval. This is for both our Single Trip and Multi–Trip policies.

  For other reasons you can apply to extend your International Single-Trip Policy by phoning us on (08) 8202 4346 or send an email to travel@raa.com.au at least 5 days before your original policy was due to end. Extension of cover needs our written approval and you will need to pay any applicable extra premium. If we agree to extend cover we will issue a new Certificate of Insurance. The period of insurance on your new Certificate of Insurance cannot be longer than a combined maximum period of 12 months.

Product FAQ's

• +-Will my children be covered by my insurance?
  Yes, your children and your grandchildren are covered, provided they are travelling with you, up to the age of 25 and not working full time. They must be listed on your Certificate of Insurance and are covered for free provided they do not require a medical assessment for a Pre-existing Medical Condition. If you choose our Ski and Winter Sports option, they’ll be covered for this as well. If you have omitted to list them, please contact us before you leave.
• +-What policy benefits and limits are applicable for my children and grandchildren?
  Your children and grandchildren will be covered under each section of the policy with the limit to be paid from the insured adult sum insured. For example if a claim is made under Section 13 Travel Delay the maximum amount that is paid for 1 adult and 1 child combined is $3,000. Please note there are 4 sections of the policy whereby the limits are itemised per person which includes children and grandchildren. Please refer to the Product Disclosure Statement for further details.
• +-Do I need to list all countries I will be travelling to when I purchase my policy?
  Yes, you should list all countries to confirm that cover is available for the countries you are travelling to. You need to check www.smartraveller.gov.au as we do not provide cover for any country listed as “Do Not Travel”.
• +-Which policy do I select if I am going on a cruise?

  If you are going on a cruise which is only in Australian waters or calling into ports in Australia you will still require a policy which includes medical cover whilst you are on board the ship (check with your cruise provider) as the medical providers are not registered with Medicare. You will therefore need to select Australian Cruise as your destination. This will then allow us to give you medical and evacuation cover whilst at sea but not if you go to a medical provider whilst in port in Australia.

  Please note the Domestic policy does not include any medical cover as we are a general insurer and cannot cover medical costs in Australia. Therefore the Domestic policy is not suitable for cruises.

• +-Is there a maximum trip duration for an Annual Multi-Trip policy?
  The maximum days allowed per trip is either 30, 45 or 60 days. You must select the appropriate number of days that will cover any trip you may take during the 12 month period at the time of purchase. The days allowed per trip can be increased to a longer duration during the period of the policy and an additional premium will apply. Please contact us for assistance.
• +-Is there a limit to the amount of trips I can take on an Annual Multi-Trip policy?
  You are covered for an unlimited number of trips over a 12 month period.
• +-Does my Annual Multi-Trip policy cover me domestically?

  Yes, your Annual Multi-Trip policy covers you for international trips as well as trips within Australia where the trip is more than 250km from your home.

• +-Are all benefits payable per policy or per insured adult on an Annual Multi-Trip policy?
  Your policy benefits are per insured adult. The limits are reinstated after each trip.
• +-Can people with a joint Annual Multi-Trip policy travel alone for a period of time and still be covered?
  Yes, insured adults on the policy can travel alone on a trip. Dependent children or grandchildren listed on the policy must travel with an insured adult for the whole trip.

Existing Medical & Medical FAQ's

• +-What is a medical assessment?

  This is an online set of medical questions (assessment) which you will need to complete if you wish to buy travel insurance but have pre-existing medical conditions which are not covered under the policy. You can complete this as part of your travel insurance quote at www.raa.com.au/travelinsurance or call (08) 8202 4346 for additional assistance. Upon completion of this assessment we will inform you if the Pre-existing Medical Condition is covered and any additional premium payable.

• +-What is a Medical Condition?

  “Medical Condition” means:

  1. any physical condition, illness or disease, or complication, for which treatment, medication, surgery or advice (including investigation) has been received or prescribed by a medical practitioner, dental or health professional in the 24 months prior to your purchase of this policy; and/or
  2. any chronic or ongoing (whether chronic or otherwise) medical or dental condition, illness or disease medically documented prior to your purchase of this policy; and/or
  3. any new physical defect, condition, illness, Mental Illness, disease or assessment that becomes reasonably know to You after Your purchase of this policy and priot to Your trip departure as shown as the Period of Insurance on Your Certificate of Insurance; and/or
  4. any change to a current physical , condition, illness, Mental Illness, disease or assessment that becomes reasonably known to You after Your purchase of this policy and prior to Your Trip departure as shown as the Period of Insurance on Your Certificate of Insurance; and/or
  5. any condition medically documented that involves/involved Your heart, brain, circulatory system/blood vessels, Your lung or respiratory conditions, any type of cancer, or any Mental Illness, reasonably known to you, for which treatment, medication, surgery or advice has ever been received or prescribed by a medical practitioner or health professional prior to Your purchase of this policy and prior to Your Trip departure as shown as the Period of Insurance on Your Certificate of Insurance

  This definition applies to you, your travelling Companion, a relative or any other person. If you are unsure whether you have a Medical Condition, please call (08) 8202 4346 for assistance.

• +-Am I covered if I'm pregnant?

  Our policies provide limited cover for pregnancy. The following restrictions will apply for any person where a claim may arise in any way and is related to pregnancy regardless of whether it has been assessed or not:

  • Cover is only provided for unexpected complications before the 26th week; or
  • Childbirth before the 26th week which was accelerated by accidental injury

  We cover single non-complicated pregnancies automatically. For all other pregnancies a medical assessment must be completed. As with all travel insurance it is important that expectant mothers consider if they should travel, seek their doctor’s advice and ensure our policy provides the coverage they need.

• +-What happens if I develop a medical condition after I buy travel insurance but before I leave on my trip? Would I still be covered?

  If you were not aware of any symptoms of the medical condition or were not seeking treatment for the medical condition before you bought your policy, we may cover you for cancellation costs if you have to cancel the trip prior to your departure due to this medical condition.

  If you want to proceed with your trip (and the medical condition isn’t listed as an automatic pre-existing condition) you must contact us for a medical assessment to check if coverage will be available and if any additional premium will apply. If you do not advise us there may be no cover for any claim resulting from or related to this medical condition.

• +-Which Medical Conditions are automatically covered?

  The following list of Medical Conditions are automatically covered with no additional premium provided the

  • they are not associated with any conditions you list as part of the medical screening process; and
  • You have not been hospitalised (including day surgery or emergency department attendance) for that condition in the past 24 months

  Please also read the “General Exclusions Applicable to all Sections”

  1. Acne
  2. Allergies limited to Rhinitis, Chronic Sinusitis, Eczema, Food Intolerance, Hay Fever
  3. Bell’s Palsy
  4. Benign Positional Vertigo
  5. Bunions
  6. Carpal Tunnel Syndrome
  7. Cataracts
  8. Coeliac Disease
  9. Congenital Blindness
  10. Congenital Deafness
  11. Dry Eye Syndrome
  12. Glaucoma
  13. Gout
  14. Graves’ Disease
  15. Incontinence
  16. Insulin Resistance
  17. Macular Degeneration
  18. Meniere’s Disease
  19. Migraine
  20. Plantar Fasciitis
  21. Raynaud’s Disease
  22. Solar Keratosis
  23. Trigger Finger
• +-I have a Medical Condition that isn’t automatically covered. Can I still get cover?

  For all other medical conditions, you will need to complete an online medical assessment. You can complete this as part of your travel insurance quote or call for additional assistance. This is an online set of medical questions (assessment) which you will need to complete if you wish to buy travel insurance but have Medical Conditions which are not covered under the policy. Upon completion of this assessment we will inform you if the Medical Condition can be covered and any additional premium that would be applicable.

Claims FAQ's

• +-What is the emergency phone number to call while I am travelling?

  If you have an overseas emergency, our Emergency Assistance team is available 24 hours a day, 365 days a year

  61 2 8055 1698 (reverse charges from the overseas operator). It is always a good idea to register your details with Smartraveller before you depart, at www.smartraveller.gov.au.

• +-Who do I contact if I get sick or injured while travelling overseas?

  If you have an overseas medical emergency you should contact our Emergency Assistance team for help. Our 61 2 8055 1698 (reverse charges from the overseas operator)

  If you are hospitalised, you, or a member of your travelling party, must contact us as soon as possible. If you do not, then to the extent permissible by law, we will not pay for any expenses or for any evacuation or airfares that have not been approved or arranged by us.

  If you are not hospitalised but you are being treated as an outpatient and the total cost of any treatment will exceed AUD $2,000, you must contact us as soon as possible. We will not pay for any expesens that have not been approved by Us.

  If the costs are less than AUD $2,000 you need to keep all your medical reports and receipts from the doctors and or hospital. These documents will be needed to support your claim when it is lodged. It is always a good idea to register your details with Smart Traveller before you depart, at www.smartraveller.gov.au.

• +-Do you cover medical expenses within Australia?

  No, our policies cover overseas medical costs only, which can be very high if you do not have travel insurance. There is no medical cover on a Domestic policy. As a general insurer we are prevented from paying medical costs in Australia and this includes any gap payments on any Medicare or private health insurer items.

• +-How do I make a claim?

  Claims can be lodged either online at raa.com.au “how to claim” tab, by phone, or by email. If lodging by phone or email the applicable claim form will be provided for completion together with details of the documentation that needs to be provided.

  Providing us with the information we need helps us to make a timely and accurate decision about your claim. You can contact us either during your trip or once you have returned and we will guide you through the process. We will not be able to process your claim unless you provide us with all of the necessary information. Full details should be submitted within 30 days of your return.

  For all claims, evidence of the medical condition treated, incident or loss must be supported by the relevant documentation e.g. police report, medical report, receipts, proof of ownership etc. If you cannot provide it, then we may reduce or refuse to pay your claim.

  Phone:	1300 207 365
  Web:	raa.tmnfatravelinsurance.com.au/how-to-claim
  Email:	raaclaims@tmnfatravelinsurance.com.au
  Mail:	RAA Travel Insurance Claims C/- TMNFA GPO Box 4616 Sydney 2001

Before you submit a claim

To locate your claim, please tell us when you purchased your travel insurance policy.