FAQs

What to do When

You have trouble getting from A to B

A guide to what to do if something goes wrong with your transport during your trip.

What to do

  • Where your transport or tour is delayed, rescheduled or cancelled or where you miss your flight or other transport or tour, contact the airline or other operator as soon as possible for information on alternative arrangements available and any compensation they offer and/or pay to you.
  • Get a report of the event in writing, including a report from the police or another independent authority, to verify what’s happened.
  • Where you have no other alternative but to rearrange your plans, you must do so without delay, and make sure you minimise your costs. Where you can’t rearrange some or all of your travel plans, you must cancel them as soon as possible, otherwise we may not cover any additional costs that arise as a result of any delay.

Minimum documentation required to support your claim

3.1 – You miss your flight, other scheduled transport or tour (and it’s really not your fault)

1. Get it in writing

To support your claim, you must submit proof of the event that causes you to miss your flight, other transport or tour. You must get a written report from the police or another independent authority to verify what’s happened. This includes providing a written report from your transport provider verifying the reason for their delay.

2. Provide the following documents:

  • a death certificate confirming the date and cause of death; and
  • hospital admission reports (if the deceased person was admitted to hospital); and
  • any other reports relevant to the circumstances, such as an ambulance report or a police report (if either were involved); and
  • receipts for expenses incurred (i.e. extra meals, accommodation, etc)

3.2 – Your flight, other scheduled transport or tour is delayed – and IT’S NOT the operator’s fault; or

3.3 – Your flight, other scheduled transport or tour is delayed – and IT IS the operator’s fault

Collect the following:

  • Written confirmation of what happened from the airline, other carrier or tour operator; and
  • Details of any alternative arrangements or compensation offered by the airline, other carrier or tour operator (also in writing); and
  • any other reports relevant to the circumstances, such as an ambulance report or a police report (if either were involved); and
  • Receipts for expenses incurred (i.e. extra meals, accommodation, etc).

 

You need medical help on your trip

A helpful guide on what to do if you need medical help and you're away from home.                            

What to do

  • Make sure everyone is safe. 
  • If it’s an emergency, contact local emergency services first to attend to the emergency. Then call We Assist on +61 2 9234 3113 for further assistance.

Minimum documentation required to support your claim

1.1 – You get medical help on your trip when you're injured in an accident or suddenly fall ill

Get it in writing

​To support your claim, you must provide the following documents:

  • Reports from your treating doctor, specialists and all other medical practitioners confirming what happened, when, the nature of your injury or illness and the treatment received; and
  • Hospital admission reports (if you were admitted to hospital); and
  • Any other reports that are relevant to your circumstances, such as an ambulance report or a police report (if either were involved); and
  • Receipts for all expenses incurred.

In some cases SureSave World Assistance may need to obtain your past medical history from your usual GP and/or other medical practitioners and specialists. SureSave World Assistance let you know if this is the case.

1.2 – You need a dentist. Urgently. It can’t wait until you get home

Get it in writing

​To support your claim, you must provide the following documents:

  • Report from treating dentist confirming what happened, when, the nature of the dental emergency and the treatment you received; and
  • Receipts for all expenses incurred.

1.3 – Someone on your policy dies

Get it in writing

To support your claim, you must provide the following documents:

  • A death certificate, confirming the date and cause of death; and
  • Hospital admission reports (if the deceased person was admitted to hospital); and
  • Any other reports relevant to the circumstances such as an ambulance report or a police report (if either were involved).
  • Receipts for all expenses incurred.

In some cases, you may need to provide the deceased person's past medical history and request them from their usual GP in Australia. SureSave World Assistance will let you know if this is the case.

 

Your cash or credit cards are lost or stolen

Unfortunately, this happens to lots of travellers - but don't panic. Here's SureSave World Assistance guide on what to do.

What to do

Report the incident ASAP

You must report any loss, theft or damage of credit cards or cash to the following authorities as soon as possible (and no later than 24 hours after discovery):

  • the local police (for theft and loss);
  • the nearest embassy, diplomatic or consular mission
  • Gather a copy of the report that is filed.
  • Contact SureSave World Assistance, Emergency Assistance team on +612 9234 3113 if you need help with this.

Report the incident to any other relevant authorities involved, such as airline, hotel or tour operator.

For example, if a theft occurs on a plane, report the incident to the airline, and get a Property Irregularity Report (PRP) from them as documentation of the event. If it’s stolen from your hotel safe, report it to your hotel and ask them for a written report about what happened.

Include details of any compensation the service providers will provide for your loss.

Where required, tell your financial institution (for lost or stolen cards)

Let your bank or credit card provider know about the loss or theft as soon as possible. They’ll let you know what to do next and how to get a replacement card. If you don’t do this, SureSave World Assistance may either not pay your claim or reduce how much SureSave World Assistance pay.

Minimum documentation required to support your claim

Get it in writing

You must get a written report from all of the authorities that you’ve been in contact with.
If the police department (or other relevant authority) does not provide reports in writing, you must get their contact details and any relevant reference/event number so that SureSave World Assistance can contact them.

Provide evidence

If your credit cards or cash are stolen from a locked safe or cabinet, you must provide evidence that they were locked away and concealed at the time they were stolen; for example, a police report confirming that the safe in your hotel room was forced open.

Provide receipts for expenses incurred

You must provide receipts for expenses incurred, such as phone calls to arrange a replacement credit card.

 

Your cash, passport and important documents

Losing your belongings is annoying on any given day. But when you're far from home and on a schedule, losing your credit cards or your passport can be an utter nightmare. Thankfully, your travel insurance can help cover you for your extra costs if this happens.

If you are overseas and you find yourself in a situation where something has happened to your cash, credit cards, passport or other travel documents, SureSave World Assistance, What to Do When pages can guide you through what you need to make a claim. Alternatively, you can always contact SureSave World Assistance, Emergency Assistance team - they're here to help 24/7.

Passport and travel documents

SureSave international policies provide cover when passports or other travel documents (such as visas or travel passes) are stolen or are accidentally lost or damaged while on your trip.

In order to be covered, these items must have been :

  • On your person;
  • On the person of a family member or a member of your travelling party; or
  • In a locked safe or cabinet only you, your family, members of your travelling party, or authorised staff at your accommodation have access to.

If your passport or travel documents are stolen from a locked safe or cabinet, you must provide evidence (including a police report) confirming that there was forced entry to the locked safe or cabinet at the time they were stolen.

What am I covered for if my passport is lost/stolen?

SureSave World Assistance will cover you for things like:

  • the cost and related fees for you to obtain an emergency or replacement passport
  • compensation for any unused portion of your stole, lost or damaged passport or travel documents (limited to one claim per trip)
  • extra trip costs (such as accommodation, tour, transport or visa costs) over and above what you would've paid had your trip gone to plan
  • cancellation costs - SureSave World Assistance reimburse you for the value of any unused pre-booked parts of your trip accommodation, pre-booked transport, prepaid tours and prepaid tickets to public events less any refunds received and/or due to you- up to the limit you’ve selected for Cancellation costs on your plan. Refer to the Product Disclosure Statement for full details.

What if I miss out on part of my trip because my passport is lost/stolen?

SureSave World Assistance will cover the value of any unused pre-booked accommodation, pre-booked transport, prepaid tours and prepaid tickets to public events less any refunds received and/or due to you - up to the limit you’ve selected for Cancellation costs on your plan. Refer to the Product Disclosure Statement for full details.

Cash and credit cards

SureSave policies cover you when your cash or credit cards are stolen, or your credit cards are accidentally lost while you're travelling. In order to be covered; your cash and credit cards must have been:

  • On your person;
  • On the person of a family member or a member of your travelling party; or
  • In a locked safe or cabinet that only you, your family, members of your travelling party, or authorised staff at your accommodation have access to.

If your credit cards or cash are stolen from a locked safe or cabinet, you must provide evidence (including a police report) confirming that there was forced entry to the locked safe or cabinet at the time they were stolen.

What am I covered for if my credit card is lost or stolen?

SureSave World Assistance will cover you for things like:

  • financial loss as a result of fraudulent use of your lost or stolen card
  • extra trip costs (such as accommodation, tour, transport or visa costs) over and above what you would've paid had your trip gone to plan.
  • cancellation costs - SureSave World Assistance will reimburse you for the value of any unused pre-booked parts of your trip accommodation, pre-booked transport, prepaid tours and prepaid tickets to public events less any refunds received and/or due to you - up to the limit you’ve selected for Cancellation costs on your plan. Refer to the Product Disclosure Statement for full details..

My travel money card was stolen with my cash. Is this covered?

If SureSave World Assistance agree that you’re covered under this event, SureSave World Assistance will reimburse you for stolen cash, including travel money cards, up to the trip limit specified on your policy.

Refer to the Product Disclosure Statement for full details.

 

Your luggage and personal items are lost, stolen, damaged or delayed

Unfortunately, our luggage doesn't always make it home safely. Here's what to do if this happens.        

What to do

Report it to the police

  • If your luggage is stolen, report it to the police within 24 hours of discovery and get a written report from them. If their protocol is not to provide written reports, then get contact details for the station you reported the theft to as well as any report/event number they provide you with.
  • If your luggage is lost, you must also report it to the police within 24 hours of discovery, as it may be handed in.

Report it to other appropriate authorities

  • Depending on where your luggage was lost or stolen, you must report what happened to the appropriate authority and get a written report from them. Make sure you ask them to include within the report details of what compensation, if any, they will provide you.

    For example, if your luggage was lost or stolen while in the care of an airline, report it to them and they will give you a Property Irregularity Report (PIR) with all the information you need. If it was stolen from your hotel, report it to them and ask them for a written copy for confirmation.

  • For delayed luggage, report it immediately to the airline or other service provider

    As soon as you realise that your luggage didn’t arrive with you, report it to the airline, airport, other carrier or other service provider straight away, and ask them for a Property Irregularity Report (PRP) confirming the delay and any compensation they will give you.

  1. Keep all relevant documents to support your claim
  2. Get a repair quote for damaged items
  3. If your phone or tablet was stolen or lost, call your mobile phone provider as soon as possible and ask them to block your service by blocking the IMEI. Ask them to send you written confirmation that they have done so.
  4. Keep all damaged items – in the event SureSave World Assistance will pay a claim for these items, they will become our property.

Minimum documentation required to support your claim

4.1– Your luggage is stolen or accidentally lost

1. Provide a copy of the report you made to the police and other appropriate authorities
2. Keep any relevant documents, including any relevant ticket, luggage check and any other documents to support your claim.

3. For any mobile phone or tablet that was stolen or lost, provide SureSave World Assistance with written confirmation that your service provider has blocked the IMEI.
4. Provide proof of your ownership of each luggage item and its value (what you paid for it):

  • Original purchase receipts
  • Valuations
  1. – Your luggage and personal items are accidentally damaged
  2. Provide a copy of the report you made to the appropriate authorities

2. Keep any relevant documents, including any relevant ticket, luggage check and any other documents to support your claim.
3. Get a repair quote. You’ll need to provide a clear, detailed repair quote from an authorised repairer to document the damage to your item and to give SureSave World Assistance when you make your claim
4. Keep the damaged item.

  • Don’t throw away your damaged items! SureSave World Assistance may ask you to send them to SureSave World Assistance. SureSave World Assistance will keep any items that can’t be repaired when they pay your claim, as the property legally belongs to SureSave World Assistance at that point.
  • If your suitcase or a large item that is difficult to transport home, take clear, date-stamped photos of the item as proof of the damage.

5. Provide proof of your ownership of each luggage item and its value (what you paid for it):

  • Original purchase receipts
  • Valuations 

4.3 – Your luggage and personal items are delayed

  1. Provide a copy of the incident report you made with the transport provider or other service provider when the delay occurred.
  2. Once you get your luggage back, get a receipt and written confirmation from the carrier confirming how long it was delayed. As this event doesn’t apply for delays under six hours, and the trip limit increases after 72 hours, it’s important SureSave World Assistance know the length of the delay.
  3. Provide receipts for any essential items (like clothing and toiletries) purchased to tide you over until your luggage arrived
  4. Provide proof of any compensation offered or provided by the carrier

Your passport or other travel documents are lost, damaged or stolen

If something happens to your passport or travel documents, don't panic. See SureSave World Assistance guide for what to do.       

What to do.

Report the incident ASAP

You must report any loss, theft or damage to your passport or other travel documents to the following authorities as soon as possible (and no later than 24 hours after discovery):

  • Gather a copy of the report that is filed.
  • the local police (for theft and loss);
  • the nearest embassy, diplomatic or consular mission and;

Contact SureSave World Assistance, Emergency Assistance team on +612 9234 3113 if you need help with this.

Report the incident to any other relevant authorities involved, such as airline, hotel or tour operator.

For example, if a theft occurs on a plane, report the incident to the airline, and get a Property Irregularity Report (PRP) from them as documentation of the event. If it’s stolen from your hotel safe, report it to your hotel and ask them for a written report about what happened.

Include details of any compensation the service providers will provide for your loss.

If you need a replacement passport, go to the nearest embassy or consulate

If your passport needs replacing, you may need to arrange to travel to a different location to collect your emergency passport.

Rearrange or cancel your bookings

As soon as you know that any pre-booked or pre-paid travel arrangements will be affected, you must try to reschedule them or make alternative arrangements. If you can’t rearrange some or all of your travel plans, you must cancel them as soon as possible. If you don’t act immediately, SureSave World Assistance may either not pay your claim or reduce how much SureSave World Assistance pay for any additional costs that arise as a result of any delay. You should only cancel arrangements when you have no other alternative. 

Minimum documentation required to support your claim

Get it in writing

  • You must get a written report from all of the authorities that you’ve been in contact with.
    If the police department (or other relevant authority) does not provide reports in writing, you must get their contact details and any relevant reference/event number so that SureSave World Assistance can contact them.

Provide evidence

  • If your passport or other travel documents are stolen from a locked safe or cabinet, you must provide evidence that they were locked away and concealed at the time they were stolen; for example, a police report confirming that the safe in your hotel room was forced open.

Provide receipts for expenses incurred

  • You must provide receipts for all expenses incurred, such as emergency travel documents; extra transport or accommodation; cancelled arrangements etc.

Your transport or tour is delayed, cancelled or rescheduled pre-trip

You’re scheduled to fly out tomorrow afternoon to the US to visit family for Christmas. You receive a phone call from the airline letting you know that due to severe weather here, all flights tomorrow have been cancelled. The airline will reschedule your flight, but you’re now going to miss your connecting flight. Thankfully, your travel insurance can help.

We provide cover when a traveller's flight, other scheduled transport or overnight tour is delayed, cancelled or rescheduled before your trip starts due to one of the following incidents:

What to do

If this event happens to you, refer to SureSave World Assistance checklists for what to do when you have to cancel or change your trip.

What you need to know

In order to be covered under this event, travellers must have bought their policy and booked the scheduled transport/overnight tour before the earlier of the following:

  • They first becoming aware of the incident that led to your claim
  • The incident that led to their claim being reported in the mass media

SureSave World Assistance, don’t cover travellers when:

  • They should have known there could be a problem
  • Their claim arises from an act or threat of terrorism
  • Their tour is cancelled due to insufficient numbers – in this case, SureSave World Assistance won’t cover the cost of the tour itself. SureSave World Assistance will however cover all other Cancellation, Rearrangement or Unused tourist visa costs if the sole purpose of their trip was the cancelled tour.

What you can claim

If you’re covered under this event, you can claim for the following (less your excess) – up to your plan’s trip limits.

  • Cancellation costs - this includes unused, pre-booked accommodation, prepaid transport, prepaid tours, and prepaid tickets to public events
  • Rearrangement costs – costs to rearrange pre-booked accommodation, prepaid transport, prepaid tours, and prepaid tickets to public events – up to your plan’s trip limit or the cost of cancelling the whole trip, whichever is less)
  • Unused tourist visa costs - SureSave World Assistance will cover any charges by the visa authority to reissue your prepaid tourist visa. If you have to cancel, SureSave World Assistance will cover the value of any unused portion of your tourist visa.

Extra Cancellation Cover

If you’ve added the Extra Cancellation Cover Option at the time of policy purchase, you’re covered for the above, up to the additional limit you’ve chosen.

Please note that this article is a summary only - please refer to the PDS for full details of cover, conditions and exclusions that apply.

Your rental vehicle is in an accident, damaged or stolen

A guide to what you should do when something happens to your rental vehicle.

What to do

If the police won't issue you with a written report, ask for a reference/ event number and get their contact details so that SureSave World Assistance can contact them directly.

Report the incident to the rental company

  • Tell the rental company what's happened, and ask them what you need to do next. 
  • Get a written report from them about what's happened, and keep copies of your rental agreement and any other documents they give you, including any repair quotes and administration charges.

Report the incident to the police if the vehicle is:

  • ​Stolen or in an accident - Report the theft or accident to the local police straight away, and always within 24 hours of discovery. Get a copy of the police report at that time, as you'll need it when you make a claim.
  • Damaged - follow the instructions of your rental company on whether or not you need to report the incident to the police

Get a quote for repairs

If the vehicle is damaged, get a detailed repair quote before returning the vehicle to the rental company (unless instructed otherwise by the rental company. Make sure you keep a copy of the repair quote.

Minimum documentation required to support your claim

  • Provide a copy of the police report or their reference number/ event number and contact details
  • Provide a copy of the rental vehicle agreement and damage report
  • Provide copies of damage estimates, expenses charged by the rental company and proof of  any payment made to rental company.

You can no longer stay at your accommodation

You are looking forward to your Fiji trip next week, when you receive a phone call from your travel agent: there was a severe storm last night, and your resort is closed due to storm damage. Many hotels have been affected by the storm, so there is no available accommodation in the area.

They can book you into another similar resort at the same price for a week later, but it costs an extra $600 for the change to your flights, plus you had pre-paid for an island tour that you’ll now miss. Thankfully, your travel insurance can cover the cost of the change to your flights and tour so you’re not out of pocket.

SureSave World Assistance, cover travellers when they can’t use their pre-booked accommodation, and have no option but to cancel or rearrange their trip, because of one of the following incidents:

  • Fire
  • Severe weather
  • Natural disaster

What to do

If this event happens to you, refer to SureSave World Assistance checklists for what to do when you have to cancel or change your trip.

What you need to know

To be covered under this event, you must have made a reasonable effort to book alternative accommodation. You must also have bought your policy before:

  • You became aware of the fire, severe weather or natural disaster; or
  • The fire, severe weather or natural disaster was reported in the mass media

SureSave World Assistance, don’t cover you when:

  • You should have known there could be a problem
  • You didn’t comply with official warnings or warnings in the media – and failed to take appropriate action as a result
  • Your claim arises from an act or threat of terrorism

What you can claim

If you’re covered under this event, you can claim for the following (less your excess) – up to your plan’s trip limits.

If this event happens before your trip:

  • Cancellation costs - this includes unused, pre-booked accommodation, prepaid transport, prepaid tours, and prepaid tickets to public events
  • Rearrangement costs – costs to rearrange pre-booked accommodation, prepaid transport, prepaid tours, and prepaid tickets to public events – up to your plan’s trip limit or the cost of cancelling the whole trip, whichever is less
  • Unused tourist visa costs - SureSave World Assistance will cover any charges by the visa authority to reissue your prepaid tourist visa. If you have to cancel, SureSave World Assistance will cover the value of any unused portion of your tourist visa.

If this event happens during your trip:

  • Cancellation costs - this includes unused, pre-booked accommodation, prepaid transport, prepaid tours, and prepaid tickets to public events
  • Extra trip costs – any extra accommodation, transport or tour costs over and above what you would've paid had your trip gone as originally planned.

Extra Cancellation Cover

If you’ve added the Extra Cancellation Cover option at the time of policy purchase, you’re covered for the above, up to the additional limit you’ve chosen.

Please note that this article is a summary only – please refer to the PDS for full details of cover, conditions and exclusions that apply.

Your home in Australia is severely damaged

Two days before you’re about to go for a week skiing in Japan, a bushfire sweeps through your area and your home is burnt to the ground.

You need to stay home and deal with your home insurance company and work out what to do next. SureSave World Assistance will cover costs associated with cancelling your trip less any excess.

SureSave World Assistance cover travellers when they must cancel or rearrange an upcoming trip; or return home from a trip earlier than planned - because their home in Australia is severely damaged by:

  • Fire
  • Severe weather
  • Natural disaster

What to do

If this event happens to you, refer to SureSave World Assistance, checklists for what to do when you have to cancel or change your trip.

What you need to know

To be covered, you must have bought your policy before:

  • You became aware of the fire, severe weather or natural disaster; or
  • The fire, severe weather or natural disaster was reported in the mass media

Your home must also be ‘severely damaged’ – meaning it has been declared in writing as uninhabitable by the fire department, local council, your insurance company or a registered building practitioner such as a building surveyor.

SureSave World Assistance, don’t cover you when:

  • You should have known there could be a problem
  • You, your travelling companion, a family member or someone you were in collusion with caused or contributed to the destruction of your home
  • Your claim arises from an act or threat of terrorism

What you can claim

If you’re covered under this event, you can claim for the following (less your excess) – up to your plan’s trip limits.

If this event happens before your trip:

  • Cancellation costs - this includes unused, pre-booked accommodation, prepaid transport, prepaid tours, and prepaid tickets to public events
  • Rearrangement costs – any costs to rearrange pre-booked accommodation, prepaid transport, prepaid tours, and prepaid tickets to public events – up to your plan’s trip limit or the cost of cancelling the whole trip, whichever is less)
  • Unused tourist visa costs - SureSave World Assistance will cover any charges by the visa authority to reissue your prepaid tourist visa. If you have to cancel, SureSave World Assistance will cover the value of any unused portion of your tourist visa.

If this event happens during your trip:

  • Cancellation costs - this includes unused, pre-booked accommodation, prepaid transport, prepaid tours, and prepaid tickets to public events
  • Extra trip costs – any extra accommodation, transport or tour costs over and above what you would've paid had your trip gone as originally planned

Extra Cancellation Cover

If you’ve added the Extra Cancellation Cover option at the time of policy purchase, you’re covered for the above, up to the additional limit you’ve chosen.

Please note that this article is a summary only – please refer to the PDS for full details of cover, conditions and exclusions that apply.

You, or someone on your policy, is sick, injured or dies pre-trip

It’s a week out from your big Europe trip, and you’re packed and ready to go – but now your rheumatoid arthritis has flared up. You can no longer travel, which sucks. Thankfully, you added it as a specified medical condition when you bought your policy, so now your travel insurance can help the costs associated with cancelling or rearranging your trip.

SureSave World Assistance, provide cover when travellers have to cancel or rearrange your upcoming trip because they/someone on their policy is unexpectedly declared unfit to travel, or sadly, passes away due to a medical condition.

What to do

If this event happens to you, refer to SureSave World Assistance checklists for what to do when you have to cancel or change your trip.

What you need to know

In order to be covered under this event, the medical condition must have first developed after policy purchase and before the trip starts. If it's an existing medical condition or arises from one, to be covered it must be either:

  • an automatically accepted condition, or
  • a specified medical condition that SureSave World Assistance have agreed to cover in writing and for which you've paid an additional premium.

SureSave World Assistance, don't cover travellers when:

  • They should have known there could be a problem
  • They weren’t taking reasonable care of themselves
  • Their medical condition isn’t one SureSave World Assistance cover.
  • Their claim relates to them being pregnant and don’t satisfy or comply with SureSave World Assistance conditions
  • Their claim arises from an act or threat of terrorism
  • They were taking part in a sport or activity when they were injured or fell ill and they don’t satisfy or comply with SureSave World Assistance conditions.

What you can claim

If you’re covered under this event, you can claim for the following (less your excess) – up to your plan’s trip limits.

If this event happens before your trip:

  • Cancellation costs - this includes unused, pre-booked accommodation, prepaid transport, prepaid tours, and prepaid tickets to public events
  • Rearrangement costs – costs to rearrange pre-booked accommodation, prepaid transport, prepaid tours, and prepaid tickets to public events – up to your plan’s trip limit or the cost of cancelling the whole trip, whichever is less.
  • Unused tourist visa costs - SureSave World Assistance will cover any charges by the visa authority to reissue your prepaid tourist visa. If you have to cancel, SureSave World Assistance will cover the value of any unused portion of your tourist visa.

If this event happens during your trip:

  • Cancellation costs - this includes unused, pre-booked accommodation, prepaid transport, prepaid tours, and prepaid tickets to public events
  • Extra trip costs – any extra accommodation, transport or tour costs over and above what you would've paid had your trip gone as originally planned
  • Resumption of trip costs - if you return to your home in Australia due to a close relative's hospitalisation or death and there are more than 14 days of your trip remaining, SureSave World Assistance will pay for return airfares so you can resume your trip. Note: you must resume your trip within 12 months of your return to Australia.

Extra Cancellation Cover

If you’ve added the Extra Cancellation Cover Option at the time of policy purchase, you’re covered for the above, up to the additional limit you’ve chosen.

Please note that this article is a summary only - please refer to the PDS for full details of cover, conditions and exclusions that apply.

You're being sued (personal liability)

A guide to what to do in situations where you are being sued.

What to do

SureSave World Assistance, need to work closely with you in situations where you are being sued. However, in all cases, you must comply with the conditions listed below, or SureSave World Assistance will either not pay your claim or SureSave World Assistance will reduce how much they pay:

Never admit you're at fault

It may feel natural to say ‘you’re sorry’ when something goes wrong, but don’t. If you do admit fault or accept responsibility in any way, SureSave World Assistance won’t pay your claim.

Get contact details from all parties involved, including witnesses, police and other officials who attended

Contact Emergency Assistance immediately on +61 2 9234 3113  or +61 2 8256 1513 if there is a claim or there are any legal proceedings made against you.

If you don’t contact SureSave World Assistance immediately and SureSave World Assistance determine that this could have influenced the outcome of your case, SureSave World Assistance may either not pay your claim or SureSave World Assistance will reduce how much they pay.

Provide copies of all relevant documentation relating to the event and expenses claimed.

Your winter sports holiday doesn’t go to plan (optional cover)

What to do and what you'll need to make a claim when things go wrong on your snow holiday.

What to do

Immediately report any event to resort management or your travel services provider, as applicable, and keep a copy of the report.

  • Where a loss or theft of equipment is involved, also report the event to the local police within 24 hours of discovery or as soon as reasonably possible, and keep a copy of the report.
  • For any hire sports equipment, be sure to report the event to the hire company.
  • For any damaged equipment, obtain a repair quote from an authorised repairer.

Minimum documentation required to support your claim

Here are some steps you must follow if something goes wrong on your winter sports holiday and you are covered under this section. If you don't follow these steps, SureSave World Assistance may either not pay your claim or reduce how much SureSave World Assistance will pay.

1. Piste closed?

You must get a detailed, written report from resort management outlining the nature and dates of the closure.

2. Winter sports equipment is delayed, lost, damaged or stolen?

If your winter sports equipment was:

Delayed

  • You must get a written report from the airline or other carrier confirming a delay occurred and how long your gear was delayed.

Lost or stolen

  • You must report it to the police within 24 hours of discovery. In the case of hire equipment, you must also report it to the hire company as soon as possible, and keep a copy of the written report and the fire agreement.

Damaged

  • You must report the damage as soon as possible to the airline or other transport provider, hotel or resort operator, tour operator and/or other relevant authority. Ask them to provide written confirmation of the event and the damaged and any compensation they offer. You must also get a repair quote from an authorised repairer.

3. Provide receipts for expenses incurred

A one-off performance or function is cancelled or rescheduled before your trip starts

You are travelling to London later this year to see Foo Fighters in concert. Unfortunately, they decide to cancel the rest of their tour and you are refunded the cost of your ticket. But what about the flights and accommodation you’ve already booked and paid for?

We’ll cover travellers if they are travelling specifically to attend a one-off performance or function, and it’s unforeseeably cancelled or rescheduled for circumstances beyond their control before their trip starts, meaning they have to cancel or rearrange their trip. This means a:

What to do

If this event happens to you, refer to our checklists for what to do when you have to cancel or change your trip.

What you need to know

SureSave World Assistance don’t cover you when:

  • You should have known there could be a problem
  • The one-off performance or function was cancelled or rescheduled due to insolvency or financial collapse
  • The one-off performance or function that was cancelled or rescheduled was your own wedding
  • Your one-off performance or function was cancelled due to insufficient numbers
  • There was a mistake or omission in the booking
  • Your claim arose from an act or threat of terrorism
  • Your claim arose from fraudulent activity

What you can claim with, SureSave World Assistance

If you’re covered under this event, you can claim for the following (less your excess) – up to your plan’s trip limits.

  • Cancellation costs - this includes unused, pre-booked accommodation, prepaid transport, prepaid tours, and prepaid tickets to public events
  • Rearrangement costs – costs to rearrange pre-booked accommodation, prepaid transport, prepaid tours, and prepaid tickets to public events – up to your plan’s trip limit or the cost of cancelling the whole trip, whichever is less)
  • Unused tourist visa costs – SureSave World Assistance will cover any charges by the visa authority to reissue your prepaid tourist visa. If you have to cancel, SureSave World Assistance will cover the value of any unused portion of your tourist visa.

Extra Cancellation Cover

If you’ve added the Extra Cancellation Cover Option at the time of policy purchase, you’re covered for the above, up to the additional limit you’ve chosen.

Please note that this article is a summary only – please refer to the PDS for full details of cover, conditions and exclusions that apply.

Transport troubles

It's inevitable that the more you travel, the more likely it is that you will experience transport issues at least once. Travel insurance can help you with some of the associated costs when you're already on your trip and run into trouble getting from A to B.

Note that the events covered below are for when you are already travelling. If your trip hasn't started yet and something's gone wrong with your transport, see Cancel or change your trip.

Events SureSave World Assistance cover

3.1 -  You miss your flight, other scheduled transport or tour (and it's really not your fault)

3.2 - Your flight, other scheduled transport or tour is delayed and IT'S NOT the operator's fault

3.3 - Your flight, other scheduled transport or tour is delayed and IT IS the operator's fault

3.1 -  You miss your flight, other scheduled transport or tour (and it's really not your fault)

SureSave World Assistance cover travellers when they miss their scheduled public transport or overnight tour when they are prevented from getting to their departure point on time due to:

  • severe weather or natural disaster; or
  • a motor vehicle, railway, air or marine accident; or
  • a riot, strike, or civil commotion, or
  • hijacking

What can I claim?

If you're covered under this event, you can claim for the following, up to the trip limits for your plan:

  • Cancellation costs - this includes unused, pre-booked accommodation, prepaid transport, prepaid tours, and prepaid tickets to public events
  • Extra trip costs - any extra accommodation, transport, tour or visa costs over and above what you would've paid had your trip gone as originally planned 

3.2 - Your flight, other scheduled transport or tour is delayed and IT'S NOT the operator's fault

SureSave World Assistance cover travellers when their scheduled public transport or overnight tour is delayed, rescheduled or cancelled when they're on their trip due to:

  • severe weather or natural disaster; or
  • a motor vehicle, railway, air or marine accident; or
  • a riot, strike, or civil commotion, or
  • closure of the airport, port, station or other designated point of arrival or departure (by the relevant authority)
  • emergency landing or diversion
  • hijacking

What can I claim?

If you're covered under this event, you can claim for the following, up to the trip limits for your plan:

  • Cancellation costs - this includes unused, pre-booked accommodation, prepaid transport, prepaid tours, and prepaid tickets to public events
  • Extra trip costs - any extra accommodation, transport, tour or visa costs over and above what you would've paid had your trip gone as originally planned

3.3 - Your flight, other scheduled transport or tour is delayed and IT IS the operator's fault

For the first time, SureSave World Assistance now cover transport events (after you've departed on your trip) where scheduled public transport or overnight tours are suddenly and unexpectedly delayed, rescheduled or cancelled, and it's the operator's fault. SureSave World Assistance cover travellers when they are:

  • delayed from departing by more than six hours from your original departure time
  • unable to get to a one-off performance or function before it starts
  • unable to get to an overnight tour or cruise before its scheduled departure

What SureSave World Assistance mean by 'the operator's fault'

The delay, rescheduling or cancellation is the operator's fault when it's a result of things like:

  • maintenance issues or repairs;
  • timetable changes;
  • service faults;
  • corporate takeovers; or
  • industrial activity other than a strike.

What can I claim?

If you're covered under this event, you can claim for the following, up to the trip limits for your plan:

  • Waiting around allowance - if your delay is more than six hours, SureSave World Assistance will pay a $50 allowance for each full or partial 12-hour period after that, which can be used on whatever you like - no receipts required.
  • Extra accommodation costs - any extra accommodation and related transfer costs over and above what you would've paid had your trip gone as originally planned (capped at $200 per primary traveller, per night)
  • Unused arrangements - SureSave World Assistance will reimburse you for pre-booked accommodation, day tours, transfers and public events that you can't use as a result of the delay.
  • Missed flight, other transport or tour amendment fees - If you miss a prepaid flight, overnight tour or other scheduled public transport as a result of the delay, SureSave World Assistance will reimburse you for any fees associated with amending the booking.
  • Getting to a one-off performance, function, tour or cruise on time - SureSave World Assistance will pay for the cost of alternative travel arrangements (at the fare class originally booked) to get you to a one-off performance or function, overnight tour or overnight cruise on time. Note: SureSave World Assistance will only do so if the alternative arrangements the operator offers you won't get you there on time and would mean a delay of more than 3 hours from the original departure time.

My overnight tour was cancelled because they didn't have enough people sign up. Am I covered for this?

 No - SureSave World Assistance don't cover you when your tour is cancelled due to insufficient numbers. Having said that, in such a scenario it's likely that the tour operator will provide a refund.
Please note the above is a summary only - for full details about these events and the rules that apply, please read the PDS.

You have to cancel or change your trip

Things don't always go to plan - here's what to do when you have to cancel or change your trip.          

What to do

  • Where you have no other alternative but to rearrange or cancel your bookings, you must do so without delay. Also, be sure to minimise your costs.
  • Contact the airline or other operator as soon as possible for information on alternative arrangements available and any compensation they offer and/or pay to you.
  • Where you can’t rearrange some or all of your travel plans, you must cancel them as soon as possible; otherwise SureSave World Assistance may not cover any additional costs that arise as a result of any delay.
  • Prior to travel, the cost to rearrange cannot be more than the cost to cancel the whole trip. Otherwise, SureSave World Assistance may not pay your claim or they’ll reduce how much SureSave World Assistance pay.
  • Get a report of the event in writing, including a report from the police or another independent authority, to verify what’s happened.

Minimum documentation required to support your claim

2.1 – You (or someone else listed on your policy) is sick, injured or dies before your trip starts; or

2.2 – Your flight, other scheduled transport or overnight tour is delayed, cancelled or rescheduled before your trip starts

Collect the following:

  • Written confirmation of what happened from the airline, other carrier or tour operator; and
  • Details of any alternative arrangements or compensation offered by the airline, other carrier or tour operator (also in writing); and
  • Receipts and expenses incurred.

2.3 – A one-off performance or function, such as a wedding, is cancelled or rescheduled before your trip starts

  • As soon as you know that your one-off performance or function might be impacted, you must contact the organiser:
  • For public events (such as a sporting event), you must get written confirmation from the organiser of the reason for the change and any alternative arrangements or compensation they offer;
  • For weddings, get a copy of the confirmation of the cancellation from the reception venue/service provider;

Provide receipts for expenses incurred.

2.4 - Your pre-approved leave is cancelled or you’re made redundant before your trip starts

  • If leave has been cancelled, you must provide written confirmation of this from the employer, and a copy of the original leave application along with the authorised leave approval.
  • In the event of redundancy – you must obtain confirmation in writing from the employer of when notification of the redundancy was first received.
  • Provide receipts for expenses incurred.

2.5 - Someone at home or your travelling companion (not listed on your policy) is sick, injured or dies

Collect the following:

  • A completed GP’s Medical Certificate from the affected person’s medical practitioner. You may download a copy of a medical certificate as: www.suresave.com.au/medicalcertificate and Hospital admission reports (if the affected person was admitted to hospital); and
  • A copy of the death certificate (in the case of death); and
  • Any other reports that are relevant to the circumstances, such as an ambulance report or police report (if either were involved).
  • Receipts for expenses incurred.  
  • In some cases, SureSave World Assistance may need to obtain the past medical history of the injured/ill party from their usual GP and/or other medical practitioners and specialists. SureSave World Assistance will let you know if this is the case.

2.6 – You can no longer stay at your accommodation

Collect the following:

  • Written confirmation of what happened from the accommodation provider; and
  • Details of any alternative arrangements or compensation offered by the accommodation provider (also in writing); and
  • Receipts for expenses incurred.

2.7 – Your home in Australia is severely damaged

1. Obtain a report that your house is uninhabitable from either:

  • The fire department,
  • The local council,
  • Your insurance company,
  • A registered structural engineer,
  • A building surveyor,
  • A building inspector, or
  • A registered building practitioner.

​2. Provide receipts for expenses incurred.

2.8 – Your travel services provider becomes insolvent

1. Get a report from your travel service provider confirming:

  • They are insolvent, and
  • The date on which they advised you of their insolvency.

2. Provide receipts for expenses incurred.

 

What's Covered and What's not

Depreciation for lost, stolen or damaged items

SureSave World Assistance, covers luggage and personal affects you take away with you or buy along the way for theft, accidental damage and, in some cases, loss.

However, what SureSave World Assistance pays in the event of a claim does not cover you to replace your item with a brand new one, as SureSave World Assistance depreciates for age and wear. Depreciation applies to everything you take with you including clothing, luggage and higher value items like iPads, mobile phones, laptops and cameras.

The exception to this is if you purchase our optional New for Old Cover, which allows you to avoid depreciation by adding it as a specified item when you get a quote and paying an additional premium.

How do SureSave World Assistance determine depreciation?

SureSave World Assistance use international insurance standards to determine depreciation. Depreciation will apply each year starting from the time of purchase until the date of loss. Different rates of depreciation will apply depending on the type of item, age of the item, the condition of the item at the time of loss and the asset life of the item.

Asset life is the number of years of service expected from an item. The Australian Taxation Office uses the term ‘effective life’. SureSave World Assistance determine the asset life of items contained within your luggage and personal effects and from this SureSave World Assistance can apply the rate of depreciation.

If the item is older than the asset life, the residual value of 25% of the purchase price of the item would apply. For example, the asset life of an iPod is 3 years; if a claim is made for an iPod that is 4 years old, then the residual value of 25% will apply and you would be paid 25% of the purchase price.

The following are some examples you can use as a guide:

Example 1

Your iPad2 was purchased for $800 12 months ago and was stolen. 

  • The asset life is 3 years with a residual value of 25%.
  • The depreciation rate is calculated per annum over 3 years, 75% ÷ 3 = 25%. Therefore, the depreciation applied would be 25% per year.  
  • The calculation is: $800 – 25% = $600 will be the benefit paid (less excess if applicable).

Example 2

You lose a pair of sunglasses purchased for $400 2.5 years ago.

  • The asset life of sunglasses is 5 years.
  • The depreciation rate is calculated per annum over 5 years, 75% ÷ 5 = 15%. Therefore, the depreciation applied would be 15% per year plus 7.5% for 6 months (37.5%).
  • The calculation is: $400 – 37.5% = $250 will be the benefit paid (less excess if applicable).

Common items

To assist you in calculating the depreciation that may apply to your luggage and personal effects, SureSave World Assistance has provided the asset life of common items that SureSave World Assistance customers claim on:

  • Mobile phones, laptops, tablets – 3 years;
  • Clothing – 3 years;
  • Sports equipment eg, surfboards, ski equipment – 4 years;
  • Cameras and video cameras – 7 years;
  • Jewellery – 10 years.

The depreciation rates and asset life values are applicable to these scenarios and are subject to change without notice.

Important

Where you do not provide proof of purchase or ownership, your item may be depreciated by a maximum of 75% even if it is specified and you have paid an additional premium.

The maximum amount you can allocate to a valuable item is its original purchase price. You must provide proof of the original purchase price if you claim; otherwise, SureSave World Assistance have the right to adjust the amount that SureSave World Assistance pay you. If you cannot provide the approved proof of ownership, SureSave World Assistance may decline your claim altogether.

 

Sports and Leisure Equipment Cover

STI now has an endorsement from SureSave World Assistance that acknowledges cover for your surfboards.

Therefore, standard cover (as defined on page 84) is now provided for surfboards at no additional premium, up to the standard item limit of $700 per item, and cover is on a depreciation basis.

Higher limits for surfboards can still be purchased under the New for Old Luggage Option, up to a maximum item limit of $4,000, by specifying the item and paying the additional premium quoted. Cover is then on a replacement cost basis, per the terms and conditions of this option.

Cover is still excluded for surfboards in use, as stated in the paragraph "The 'in use' rule" on page 20 of the PDS.

 All other policy terms and conditions continue to apply.

EXPENSIVE SPORTS EQUIPMENT
If you are travelling with expensive sports or leisure equipment that you want covered, you may need to nominate them as specified items at the time you buy your policy, and pay the additional premium for it. Limits may apply.

  • A standard policy covers the depreciated value of individual items of luggage up to the item limits outlined in the Product Disclosure Statement brochure (PDS).
  • Jewellery – there is a $2,000 trip limit for all claims for jewellery on your policy. You cannot add New for Old cover for jewellery.
  • Ski or snowboarding equipment may be covered differently when you add the Winter Sports Option.

 

Sports and activities, SureSave World Assistance don't cover

There are some sports and activities that SureSave World Assistance consider too risky to cover. SureSave World Assistance, won‘t cover travellers for any claim arising from participating in any of these activities.

Abseiling/rappelling - except when done with a licensed operator

BASE jumping

Bobsleighing/bobsledding/skeleton

BMX (jumps, tricks, freestyle, racing)

Bull-riding

Canyoning

Cave diving/cavern diving

Caving/spelunking (where it’s not a commercial tourist attraction)

Cliff diving

Deep water soloing

Diving underwater using an artificial breathing apparatus (unless an open water diving licence is held or when diving under licensed instruction); commercial diving; diving beyond 40 metres

Flying in the following circumstances:

as a passenger in a glider or ultralight;

as a pilot or crew of any aircraft; or

travel in an air-supported device other than as a passenger in a licensed passenger aircraft operated by an airline or charter company

Free climbing

Free diving

Free soloing

Gliding, hang-gliding (or any sport in a similar device)

Horse-riding when: jumping, playing polo, taking part in a rodeo, doing acrobatics, riding bareback, competitions

Hunting or animal tracking

Hydro jet pack/jet pack flying

Ice climbing/glacier climbing

Ice fishing

Ice hockey

Ice skating (or any other activities) when on frozen lakes and rivers

Ice walking/glacier walking (except when with a licensed operator and below 3,000 metres)

Kite wing

Luge (on snow/ice)

Martial arts: with contact; training camps

Motor biking off-road (dirtbike riding; motocross)

Motor track/race track experiences

Mountaineering

Parachuting

rascending

Parkour/freerunning

Potholing

Quad biking under age 15; if done without a licensed operator

Rallies (in any form)

Rickshaw run/tuk-tuk racing

Rock-climbing (except in an indoor facility with supervision)

Rock fishing

Running of the Bulls

Shooting/rifle range

Skeleton

Skijoring

Ski jumping, acrobatics, freestyle

Skydiving

Snow biking

Snow kiting, snow rafting, snow tubing

Snow skiing when power assisted

Speed boating, speed flying, speed riding

Swimming in open water more than 3 nautical miles from land

Trapeze

Trekking/hiking/tramping above 6,000 metres

Via Ferrata

Water-skiing/wakeboarding (jumps)

Cancelled leave or redundancy before your trip starts

Your boss cancels your leave because the project you've been working on is taking a little longer than expected. The bad news is, he won't budge on this - you have to be at work until the launch. The good news is, your travel insurance can cover any rearrangement costs you incur to for rearranging your trip to the following week so you don’t have to choose between your trip and your job.

SureSave World Assistance will cover travellers if they must cancel or rearrange their upcoming trip because they (or their travelling companion):

  • are made redundant from a full time or part time permanent job before their trip starts (unless the redundancy is voluntary)
  • have their pre-approved leave cancelled before the trip starts

What to do

If this event happens to you, refer to SureSave World Assistance checklists for what to do when you have to cancel or change your trip

What you need to know

If either of the above happens to your travelling companion, then for you to be covered:

  • they must also cancel or rearrange their trip; and
  • their cancellation or rearrangement must mean you would then be the sole adult member of your travelling party

SureSave World Assistance don’t cover you when:

  • You should have known there could be a problem
  • The redundancy was voluntary

What you can claim

If you’re covered under this event, you can claim for the following (less your excess) – up to your plan’s trip limits.

  • Cancellation costs - this includes unused, pre-booked accommodation, prepaid transport, prepaid tours, and prepaid tickets to public events
  • Rearrangement costs - costs to rearrange pre-booked accommodation, prepaid transport, prepaid tours, and prepaid tickets to public events - up to your plan's trip limit or the cost of cancelling the whole trip, whichever is less.
  • Unused tourist visa costs - SureSave World Assistance will cover any charges by the visa authority to reissue your prepaid tourist visa. If you have to cancel, SureSave World Assistance will cover the value of any unused portion of your tourist visa.

If you’ve added the Extra Cancellation Cover option at the time of policy purchase, you’re covered for the above, up to the additional limit you’ve chosen.

Please note that this article is a summary only – please refer to the PDS for full details of cover, conditions and exclusions that apply.

 

Winter Sports

You arrive in the Canadian Rockies for a two-week snowboard trip. Unfortunately, a day into your holiday, freak blizzards and avalanches close the resort for the rest of your trip. Luckily, you paid extra for our Winter Sports Option, so SureSave World Assistance will pay a benefit of $100 per day, for each day the resort is closed. (This option is only available on the Comprehensive, AFT and Domestic plans.)

What to do

If this event happens to you, refer to the checklists for what to do when your winter sports holiday doesn't go to plan.

What you need to know

Travellers who purchase the Winter Sports Option are covered for:

  • Snow holiday specific incidents
  • Certain events that would otherwise exclude winter sports under standard cover. In other words, the following events are not covered if they occur while travellers are participating in a winter sport, and they did not purchase the Winter Sports Option. See 'What you can claim' below for a list of these events.
  • Winter sports pre-paid costs – such as ski equipment hire, lift passes and ski school costs – if you’re injured in an accident or suddenly fall ill and can’t ski for more than 24 hours, up to a maximum limit of $1,000. (See page 29 and 69 for details.)
  • Winter sports equipment as ‘luggage’, which means that it is covered for its depreciated value up to $700 per item for all events in the section 'Your luggage and personal items are lost, stolen, damaged or delayed', even when it’s in use. The only exception to this is where your winter sports equipment is accidentally damaged. In this instance, it is only covered when it’s less than three years old.

For you to be covered:

  • You must purchase the Winter Sports Option
  • You must satisfy or comply with any relevant conditions outlined in the event ‘Your winter sports holiday doesn’t go to plan’
  • You, your travelling companion, a close relative or someone at home must follow the Alpine Responsibility Code when taking part in a winter sport – both in Australia and overseas.

SureSave World Assistance won't cover you when:

  • You weren’t taking reasonable care of yourself or your winter sports equipment
  • The event occurred outside the normal dates for the ski season at the resort
  • You haven’t bought the Winter Sports Option
  • You don’t satisfy or comply with our conditions for taking part in a sport or activity

What you can claim

Travellers covered under this event can claim for the following (less excess) – up to your plan’s trip limits.

For snow holiday specific incidents

  • Hire penalty costs - if your hire equipment is lost, stolen or damaged
  • Hire equipment costs - if your hire equipment is lost, stolen or damaged
  • Hire equipment costs - if your hire equipment is delayed
  • Piste closure benefit of $100 per day

For other events which would otherwise exclude winter sports under the standard cover:

Travellers who have purchased the Winter Sports Option will also have cover under other events that would normally be excluded if they occurred while participating in a winter sport:

  • All medical events in the 'You need medical help' events section
  • Luggage events
  • Your passport or other travel documents are lost, damaged or stolen
  • Your credit cards are lost or stolen, or your cash is stolen
  • You are being sued (personal liability)

What SureSave World Assistance means by ‘winter sports’:

  • Snow skiing and snowboarding (on piste and off-piste) within the resort and terrain park boundaries on groomed and ungroomed runs and marked trails which are patrolled or monitored by resort authorities;
  • Back country skiing and snowboarding including heli-skiing and cat skiing; only when on a guided tour with a licensed tour operator;
  • Snowmobiling when provided by the recognised piste authority for transport to and from areas designed for recreational skiing within resort boundaries, or when on a guided tour with a licensed tour operator;
  • Tobogganing on marked trails, on-piste only;
  • Cross-country skiing on groomed and ungroomed runs and marked trails which are patrolled or monitored by resort authorities; and
  • Telemark skiing within the resort and terrain park boundaries on groomed and ungroomed runs and marked trails which are patrolled or monitored by resort authorities. You will only be covered for the winter sports listed above if you have bought the Winter Sports Option (and it is shown on your COI). To be covered when participating in any of these sports, you must stay in areas that a resort, tour operator or relevant local authority has designated as safe.

This article is a summary only - for full details, including conditions and exclusions that apply, please refer to the PDS.

 

5 things you should know about Travel Insurance

Travel insurance is ultimately a legal contract created by lawyers and you should spend the time to read the fine print and description of coverage (policy wording) thoroughly and ask questions if you don't understand what you're covered for.

SureSave World Assistance outlines simply what each major part actually does:

1. Medical Emergencies & Evacuation

As mentioned above, if there is one reason to buy travel insurance, this is it.

Hospital costs in the USA can approach $10,000 per day, while emergency transport home for treatment (medical evacuation) can easily exceed $100,000. Definitely take the time to read this part in detail, especially the areas of cover for emergency evacuation, limits on medical expenses and cover for emergency dental work. Also make careful note of the general exclusions, which are outlined in the description of coverage (policy wording).

2. Trip cancellation

This covers you for costs if you suddenly find you can't go on your trip for some unforeseen reason such as illness, an accident or a death of a close relative. The important thing to remember here is that for this section to be useful, you have to buy travel insurance when you start booking tickets and not the week before you leave.

Not all travel insurance plans cover cancellation, and only some cover your non-refundable, pre-booked costs if your trip is interrupted after you've left home, so please read the description of coverage (policy wording) relevant to you carefully.

3. Baggage & personal belongings

While loss of your personal belongings is often the main reason most people buy travel insurance, it is arguably the least important: your things can be replaced but your health often can't. SureSave expects you to take 'reasonable care' of your belongings which means a claim may be denied if you leave your camera in a shared room or in your car overnight (unsupervised in a public place) and it's stolen.

If you are taking your laptop, camera and other valuables with you, some of our travel insurance plans allow you to specify these items to cover their higher value. Check your policy benefits and description of coverage (policy wording) carefully for the limits on this cover and exclusions, particularly for cash, high value items and sporting equipment.

4. Personal liability

First off this is not insurance for liability while you are driving your car. If you are involved in an accident or accidentally cause damage and are held accountable for it, insurance can cover your liability and legal expenses. Once again not all insurers offer this type of cover so please read the description of coverage (policy wording) relevant to you.

5. Coming home early & resuming your trip

Travel insurance usually ends the minute you arrive home, so if you have bought a policy for 12 months and come home after 4, you aren't entitled to a refund on the 'unused' portion. Read the description of coverage (policy wording) and look at the clauses for period of cover and the terms "medical evacuation", "trip interruption" or "curtailment" for details on when you may be covered for expenses if you have to return home early (and always read the exclusions to cover carefully).

Not all travel insurance is the same.

All travel insurance policies have specific benefits and exclusions so it's common sense, imperative, and absolutely necessary to take the time to read the policy wording carefully. These vary depending depending on which country you are from, so please take the time and always contact us if you are unsure about anything.

Travel Insurance for Motorbike riding

You're travelling through Thailand, and you've decided to rent a motorbike to get around and see the sights. Before you jump on, there are a few things you need to know about travel insurance for riding on a motorbike.

You must:

  • hold an appropriate and valid licence recognised in the country you are travelling in for the motorcycle you operate
  • obey the road rules of that country
  • hold an equivalent licence in Australia to operate the same type of motorcycle.
  • wear a helmet, whether as a driver or a passenger - even it isn't required in the destination country. Not only is this for your own safety, but failure to do so may result in your claim being denied.

By ‘appropriate’ SureSave World Assistance mean that the motorcycle and the manner in which you operate it must fall within your licencing conditions; for example, if you want to ride a 600cc motorbike then you must be licensed to do so in Australia as well as in the country where you’re riding. If you don't have a valid licence, you're riding illegally and are therefore not covered. So always be sure to check with the consulate of the country you are travelling to before you go to confirm licensing requirements.

Motorcycles may seem like an easy option, especially in SE Asia where everyone seems to ride one. However, greater caution should be used as you will be trying to negotiate your way through overcrowded roads that aren’t well maintained. This can be daunting for the experienced motorcycle rider and dangerous for a novice.

Riding a motorcycle in Bali is also very popular.  The Visit Indonesia representatives in Australia advise that you are required by Indonesian law to wear a helmet while riding a motorcycle and you will need to show a valid Australian drivers licence. International driver’s licences are not accepted in Indonesia.  Visit Indonesia can be contacted in Sydney 02 9959 4277.

Ensure you book through a reputable company who have well maintained motorcycles and who offer personal liability insurance and physical damage insurance whilst the motorcycle is in your care.

The Smart traveller website has information about local travel and advice on overseas road safety on their website. Just look up the country you are travelling to for the 'local travel' advice.

Exclusions

SureSave World Assistance do not cover your liability arising out of your ownership, possession or use of a mechanically propelled vehicle (this means you are not covered if you injure someone or cause damage to someone’s property whilst the motorcycle is in your care).

While SureSave World Assistance cover you while travelling on a motorbike, SureSave World Assistance do not cover theft of or damage to the motorcycle itself, nor do SureSave World Assistance cover the insurance excess if you are hiring a motorcycle.

References to motorcycles include mopeds, scooters and any other motorised bike.

 

Policy Information

Extending your policy

As long as your policy hasn't already ended, Comprehensive or Basic International policies can be extended up to a maximum of 12 months from the original start date on your Certificate of Insurance. 

Domestic policies for people travelling in Australia can be extended as many times as you like up to a maximum of 6 months from the original start date on your Certificate of Insurance. 

Please call 1300 787 376 to arrange.

What if something happens when I’m away and I can’t get home? (Automatic extension)

If anything unforeseeable and outside of your control prevents you from getting home by midnight on the trip return date shown on your COI, SureSave World Assistance will automatically extend your cover until midnight the following day (AET).

Further, if you're covered under an event while travelling, and that event prevents you from returning home before your cover ends, SureSave World Assistance will extend your cover up to the earlier of:

when you’re reasonably able to arrange alternative transport home;

when you – or, where relevant, your travelling companion – are medically fit to return home following illness or injury: or

six months after the trip return date shown on your COI.

 

Extra Cancellation Cover Option

You can select the maximum amount of cover – trip limit - required for cancellation related expenses, and SureSave World Assistance will let you know what the additional premium is. The standard trip limit for cancellation related expenses is $5,000. 'Cancellation related expenses' means the following claimable expense types;

  • Cancellation costs – relating to events that occur before your trip starts and on your trip;
  • Rearrangement costs – relating only to events that occur before your trip starts; and
  • Unused Tourist Visa costs – relating only to events that occur before your trip starts.

It's important to realise the importance of having cancellation cover from the moment a traveller books their trip. There is a feeling for many travellers that it is fine to book travel insurance closer to their departure date. However, if they need to cancel or change their trip in the lead up to their departure, and they have not already purchased travel insurance, they are left susceptible to losing out financially.

What does the standard cover include?

SureSave World Assistance recognises that not all trips are the same. That’s why SureSave World Assistance is giving travellers the power to choose and pay for the level of cover that’s right for them.

What if I need more cover?

Need more cover? No problems. With SureSave World Assistance, Extra Cancellation Cover Option, you can select the amount of additional cover you need for cancellation related expenses, all the way up to ‘Unlimited’.

When buying your policy, just select the level of cover you need for cancellation related expenses, and SureSave World Assistance will let you know what the additional premium is. The amount of cover you select will be shown on your COI.

Per primary traveller or per trip?

The trip limits under SureSave World Assistance standard cancellation cover are per primary traveller.

Once you select extra cancellation cover, the additional trip limits above the standard cover are per trip.

How much extra cancellation cover do I need?

The level of extra cancellation cover required should take into consideration the total value of the pre-booked, pre-paid trip. Selecting too little cover means the full value of the trip may not be covered. However selecting too much cover means travellers are paying for a level of cover they don't need.

 

Luggage cover

In an ideal world, the contents of your suitcase return home with you intact. In reality, sometimes this doesn't happen - which can be a mild annoyance or a huge headache, depending on the value of the items. Thankfully, your travel insurance can help if your luggage is lost, stolen, damaged or delayed.

New for Old Luggage Option

Standard luggage cover is provided with any policy, whereas New for Old Luggage cover only applies if you add specified items under our New for Old Luggage Option when buying the policy. With SureSave World Assistance standard cover, your luggage and personal items are covered for their depreciated value if they are stolen, lost or damaged.

  • Free Surfboard Endorsement adds standard cover (as defined on page 84) is now provided for surfboards at no additional premium, up to the standard item limit of $700 per item, and cover is on a depreciation basis.
  • Higher limits for surfboards can still be purchased under the New for Old Luggage Option, up to a maximum item limit of $4,000, by specifying the item and paying the additional premium quoted. Cover is then on a replacement cost basis, per the terms and conditions of this option.

What is the difference between standard cover and New for Old Luggage cover?

Standard luggage cover is subject to individual item limits and trip limits. Adding New for Old Luggage cover on specified items increases trip limits up to an additional $10,000, with a limit of $4000 per item.

There is no standard cover for sports and leisure equipment. If you need cover for sports and leisure equipment, or you have items that you would like to insure for their full cost, SureSave World Assistance New for Old Luggage Cover can provide this.

SureSave World Assistance, New for Old Luggage Cover works in two ways:

  • It allows you to cover individual luggage items for its current replacement value (or its full original cost, whichever is less), instead of its depreciated value
  • It allows you to cover sports and leisure equipment (including musical instruments, surfboards and bicycles) for its replacement value, except for when it is in use

How much extra cover can I add?

You can add up to $10,000 worth of specified items - with a maximum amount of $4,000 for each individual item. The exception to this is jewellery, which has its own limits on the amount of standard cover SureSave World Assistance will provide. You cannot add extra cover for jewellery under the New for Old Luggage Option - so if you're travelling with expensive jewellery, you might be able to insure it with a specialist jewellery insurer.

How do I add the New for Old Luggage Option?

To get extra cover for individual luggage items, or for sports and leisure equipment, simply add them as "specified items" when you buy your policy, and pay an additional premium.

So, what if my sports equipment is damaged while it's in use?

SureSave World Assistance, don't cover damage to sports and leisure equipment while it's in use. The only exception to this is winter sports equipment - provided you have purchased the Winter Sports Option and the equipment is less than three years old. See SureSave World Assistance, Winter Sports Option for more details.

Does New for Old Luggage cover include winter sports equipment like skis and snowboards?

If you'd like cover for winter sports equipment, purchasing the Winter Sports Option will cover your winter sports equipment for its depreciated value - even when it's damaged in use, provided the equipment is less than three years old.

You may then add the New for Old Luggage option on top of this to cover your winter sports equipment for its full cost rather than its depreciated value.

If you buy New for Old Luggage Cover for your winter sports equipment without the Winter Sports Option, there is no cover when it's damaged whilst in use.

For more detailed information about New for Old Luggage Cover and the rules that apply, refer to the PDS.

Am I covered if my luggage is delayed?

If your luggage and personal items have been temporarily lost or delayed for over 12 hours by the airline or other operator, you may be able to claim for the reasonable cost of essential items (like clothing and toiletries) that you need to tide you over until your luggage arrives, up to the trip limit specified on your plan. For full details and conditions of cover for luggage delay, please refer to your PDS.

What is 'luggage'?

 Luggage' refers to the luggage and personal items owned by you - including those you buy on your trip - which are designed to be either worn or carried about with you. Examples include clothing, shoes, personal electronics (mobile phones, cameras, iPads, etc), sunglasses and cosmetics.

SureSave World Assistance don't consider your passport, travel documents, credit cards and cash to be luggage; but SureSave World Assistance do provide cover for them on their international plans.

See your PDS for more examples of what SureSave World Assistance do and do not consider to be luggage.

 

Terrorism Cover

Policy Coverage:

Medical Events – For travellers who purchased a policy prior to the occurrence of this event, cover is available for medical and medical evacuation expenses incurred as a direct result of your injury or illness caused by this event (in addition to related expenses and benefits) as outlined in Event 1 You need medical help (events 1.1, 1.2 and 1.3). If you have been injured as a result of this event, please contact SureSave World Assistance Emergency Assistance team on +61 2 9234 3113 or +61 2 8256 1513 for assistance.
 
Where no injury or illness results from this event, no cover is available for any expenses or benefits, including cancellation and rearrangement expenses, extra trip costs and accommodation costs, travel delay, etc. Unfortunately, an act or threat of terrorism is excluded by the policy, as is a change of mind. If you wish to change your travel plans, please contact your travel providers directly for assistance.
 
Cover applies per the terms and conditions outlined in the Product Disclosure Statement (PDS).

Travel Insurance Claims

Making a travel insurance claim

SureSave World Assistance, hope whatever has happened didn't ruin your holiday.

If unfortunately this has happened and you need to make a claim, please do the following:

Step 1:                 

  • Read SureSave World Assistance, claims guide
  • Check out SureSave World Assistance, What to do when section for a checklist of what to do
  • (and what to collect) if something happens before or during your trip.

Step 2:                 

  • Gather your documents
  • To settle your claim SureSave World Assistance, are going to need certain documents. The following
  • checklist will help you assemble the documents required and help you complete your claim so
  • SureSave World Assistance suggests you get these together first.

Step 3:                 

  • Download & complete a claim form.
  • Please download a claim form.
  • In order for SureSave World Assistance to process your claim quickly it's important that you complete
  • all the relevant sections of this form with as much detail as you can.
  • 5 tips to better claims
  • Complete this PDF electronically by typing into the fields. If you complete by hand, please write clearly.
  • Make sure you sign the claims form
  • Make sure you send us all of your supporting documents
  • If in doubt, tell SureSave World Assistance more not less
  • If posting your claim, take copies of everything and send it recorded delivery

Step 4:                 

  • Send SureSave World Assistance, your claim
  • Please check through your form thoroughly then send your completed claim form together with original
  • supporting documents and keep a copy for your records.
  • The fastest way to submit a claim is by email:
  • Scan or photograph all pages of your claim form
  • Scan or photograph all supporting documents
  • Attach your claim form, photographs and supporting documents (max file size 10Mb) to an email with
  • your policy number as the subject
  • Email the claim to: claims [at] suresave.com.au
  • Alternatively, mail your documents to:
  • SureSave Travel Claims
  • Po Box A975
  • Sydney South, NSW 1235

Contact number: 1300 625 229

What documents will I need?

When you submit your claim, you have to provide certain documents for SureSave World Assistance to be able to assess and settle your claim.

For medical claims, you will usually need original medical reports, medical accounts and receipts and English translations of all documents. For personal belongings claims you will usually need a police report, proof of your ownership and value of the items and English translations of all documents.

What happens if I don't have original receipts?

When SureSave World Assistance receive a personal belonging claim, you have to provide proof of your ownership and the value of the items. SureSave World Assistance understand that you might not be able to produce such receipts for each and every item, but you still have to 'tip the balance' and should be able to provide evidence of ownership where you could be reasonably expected to have such evidence.

Typically, SureSave World Assistance accept photographic evidence, warranty cards, manuals, receipts, bank or credit card statements as proof of ownership, and/or a statutory declaration attesting to ownership. In the end, common sense prevails and you should ask yourself - does this conclusively prove that I owned this item?

 

Existing Medical Conditions

Assessment of existing medical conditions with SureSave World Assistance

How long does an existing medical condition assessment take?

If you have an existing medical condition that is not automatically accepted, you can apply to add it as a specified medical condition when you buy your policy. With Travel Clear, our medical self-assessment service, you can have your existing medical condition(s) assessed for cover online in just 10 minutes.

You'll be advised if cover is available, and you can then buy your travel insurance policy immediately.

What information do I need to complete the medical assessment?

  1. Make a list of all your Existing medical conditions (for more details on What is an existing medical condition refer, to page 15 of the PDS). If you are unsure of the name of any of your conditions, check with your doctor first. As it's easy to miss something, here are some questions to prompt you:

Are you taking prescribed medication for any condition(s)?

  • If so, make sure you know the name of the condition(s) that you are taking any prescribed medication for. SureSave World Assistance will need to know the name of the condition rather than the medication in most cases.
  • Have you had any operations?
  • If you have had an operation for anything, you need to know the name of the underlying condition. For example, if you have had a heart by-pass operation, SureSave World Assistance will need to know the name of the heart condition that led to you having the operation.
  • Have you got any existing conditions that are 'under control'?
  • Common examples of this are High Blood Pressure and Diabetes. Even if your existing condition is controlled by medication, diet or some other form of treatment, failure to disclose it may mean that it (and any other condition you may have) is not covered under your policy.
  1. Make sure you have your SureSave Quote Number with you.
  2. Call SureSave for a medical assessment, Monday-Friday 9.00am-7pm (AEST) on 1300 763 872 or go online and complete the medical screening during the quote process.

How does the assessment work?

On average, it takes less than 10 minutes to complete an assessment. During the assessment SureSave World Assistance will ask you to answer a series of simple questions about your existing medical condition(s) and your general health. The good news is that you will not require any doctors' certificates, but you will need to be familiar with your health issues.

 

Pre-Existing Medical Conditions

Travel insurance only provides cover for emergency medical events overseas that are sudden and unforeseen. Medical conditions that existed at the time you purchased your policy are not covered unless they are automatically covered by the policy or following an assessment by SureSave you purchase pre-existing medical cover on the terms offered by SureSave. If you have a pre-existing medical condition that is not covered SureSave will not pay an claims arising out of, or exacerbated by, that pre-existing medical condition.

I NEED AN ASSESSMENT, WHAT DO I DO NEXT?

If your condition(s) do not qualify as automatically covered or as a specifically excluded condition, you may have your condition assessed for cover.

Online quoting assessment:

  • Whether your condition(s) can be insured under the policy.
  • Whether any additional terms, conditions, exclusions or limitations will apply, and
  • The amount of any additional excess payable in the event of a claim and/or any additional premium to be paid.

Travelling with an existing medical condition

Not all travellers enjoy perfect health, but SureSave World Assistance want to keep their customers travelling, and safely. SureSave World Assistance believe that having an existing medical condition shouldn’t get in the way of exploring all the world has to offer. That’s why SureSave World Assistance consider and assess all existing medical conditions to determine whether they can offer cover.

What is an existing medical condition?

An existing medical condition is one for which, in the three years prior to policy purchase, you have:

  • had symptoms or been diagnosed;
  • been prescribed medication;
  • received (or are waiting for) medical treatment;
  • received (or are waiting for) tests, investigations or specialist consultation;
  • received or been advised to attend a follow-up consultation; or
  • had surgery or attended a hospital or clinic (as an outpatient or inpatient).

It also includes any chronic or ongoing medical condition or terminal illness.

This definition applies to you, your travelling companion, a close relative, someone at home and any other person.

Getting cover for existing medical conditions

A number of the most common medical conditions are automatically covered by SureSave as part of their standard cover. These can be found on SureSave World Assistance list of Automatically accepted conditions. Customers whose existing medical condition appears on this list, and who meet the criteria for that condition, are covered for events arising from that condition as part of SureSave World Assistance standard cover.

Customers whose existing medical condition appears on this list, and who meet the criteria for that condition, are covered for events arising from that condition as part of SureSave World Assistance standard cover.

If a customer has one or more existing medical conditions that are not automatically covered, in many cases they will still be able to get optional cover by applying to add them as a specified medical condition when they buy their policy.

Adding a specified medical condition (optional cover)

SureSave now offers customers the option to add cover for a specified medical condition, regardless of the plan they’re on.

To add cover for a specified medical condition, customers must let SureSave World Assistance know about their existing medical conditions at the time of policy purchase. They will need to complete a medical screening and answer some questions about their health for SureSave World Assistance to determine the level of cover they can offer.

In addition to offering medical screenings in-store and over the phone, SureSave has developed an easy online self-assessment service. Customers simply add in their conditions and answer a few questions to find out straight away whether SureSave World Assistance can provide cover and on what terms.

Medical conditions that must always be screened

If you have ever had any of the following medical conditions, you must have a medical screening at the time the policy is purchased. SureSave World Assistance will then determine if the condition can be added to the policy and covered as a specified medical condition:

  • heart conditions - cardiovascular/coronary heart disease;
  • respiratory conditions (except asthma and/or sleep apnoea providing they meet the criteria to be automatically covered);
  • chronic kidney disease;
  • conditions involving the neck or back;
  • cancer which has metastasised (the process by which cancer spreads from the place at which it first arose as a primary tumour to distant locations in the body);
  • immune system deficiencies/reduced immunity; or
  • any terminal illness.

Missed your check-up?

If you received medical advice within the last three years that you should have had a review, follow-up consultation or treatment for a medical condition – and this didn't happen – SureSave World Assistance will  classify it as an existing medical condition.

General Info

Why All Australians should take out travel insurance before travelling Smartraveller.gov.au

DFAT advises 'if you can't afford travel insurance, you can't afford to travel'

The cost of travel insurance is based on the type of cover requested, the age of the insured, the destination of travel, length of stay and any pre-existing medical conditions.  It is important to obtain the right type of travel insurance to suit your individual requirements. 

For most Australians overseas travel is a wonderful experience. Unfortunately, however, every day the consular officers deal with human tragedies involving the death, injury or hospitalisation of Australians abroad. Each year DFAT handle over 25,000 cases involving Australians in difficulty overseas. This includes over 1,200 hospitalisations, 900 deaths and 50 evacuations of Australians to another location for medical purposes.

Hospitalisation, medical evacuations, or even the return of the deceased's remains to Australia, can be very expensive. Daily hospitalisation costs in Southeast Asia regularly exceed $800; return of remains from Europe in excess of $10,000. The cost of medical evacuations from the United States regularly range from $75,000 to $95,000 and sometimes up to $300,000. The department has handled medical evacuations from nearby Bali in which costs have exceeded $60,000.

Unfortunately, not all of these cases involved travellers covered by travel insurance. Travellers who are not covered by insurance are personally liable for covering incurred medical and associated costs. As a result, there has been instances where families have been forced to sell off assets, including their superannuation or family homes, to bring loved ones back to Australia for treatment.

One of the key messages to Australian travellers is that proper travel insurance is very important with accidents or illness often unavoidable. Of course the theft and loss of personal belongings is also something all Australian travellers should insure against. The Australian Government does not endorse any particular travel insurance provider. Where Australians cannot obtain travel insurance to cover their personal medical circumstances, they should consider the potential financial risks very carefully before deciding whether to proceed with planned travel overseas.

In choosing a policy, travellers need to be aware that there is no automatic refund when the department raise the travel advice level to "do not travel" or where they provide advice on incidents overseas (for example airport closures).

Please Note: 
Travel advice notices raised by the Department of Foreign Affairs and Trade (see Smartraveller.com.au) are designed to keep travellers advised of current or developing situations which may affect their travel plans. Travellers need to contact their travel insurance provider directly to deterine the extent of cover available in the event of an incident occurring which may affect their travel arrangements. Travelers need to be aware that in circumstances where a travel advice notice is raised, there is no automatic refund available under their travel insurance policy. Any refund will depend on individual circumstances and the terms and conditions of the travel insurance policy held.
Travellers need to contact their travel providers, ombudsman or the Australian Consumer Affairs Commission if they have concerns about refund policies.

Following are some examples of the kind of cases handled by the Department:
The reasons for Australians requiring hospitalisation vary. Cases handled by the department have included car and motorbike accidents, a simple misstep and fall at a temple, and side effects from prescribed drugs. In many of the cases it is the traveller's family who have had to foot the bill. 

A young Australian surfer went to the United States for a surfing competition. Although an experienced surfer, he unfortunately chose the wrong wave during a practice session. The wave dumped him on a reef and he sustained serious injuries. He was flown to a local hospital and immediately underwent two major operations. The hospital bill was AUD290, 000. Fortunately the young man's parents had insisted he take out travel insurance before he left Australia. The insurance company covered the bill, and the young man and his family were able to focus on his recovery.

In Bali, 5 Australians were injured in a mini-van accident. Consular assistance was limited to support and routine contact with next-of-kin (NOK). All the Australians involved had travel insurance. The travel insurance company paid their hospital bills and arranged their medical evacuation to Australia. 

A young man worked in a US ski resort for four months, then took time off to travel around the US. He permitted his 12-month travel insurance policy to expire just a few days before his departure for home. He was hit by a car while crossing a road and suffered serious head injuries. He was admitted unconscious to intensive care and required highly intensive sophisticated care until he was able to be flown back to Australia. He was still unconscious and returned on a stretcher. The cost to the family for the medical evacuation alone was $80,000. They have taken out a second mortgage on their house to raise the funds. 

In Bangkok a man was hit by a car while riding a motorcycle. He sustained a badly fractured leg and was admitted to the nearest local hospital. His wife was with him. He did not have any travel insurance, and so had no choice as to hospital or treatment. The hospital did not have the expertise to do anything for him except clean the wound. After 3 weeks his wife asked the Embassy for assistance as parts of the shin bone had died and the fractured ends were not healing. The Embassy assisted in having the man medically evacuated to Australia for admission to hospital, at very considerable expense to his family.

Travel Insurance Tips:
Travel insurance covers the policyholder for insurable events that may occur before or during travel, such as trip cancellation/interruption, medical expenses, baggage damage/theft and more.
Regardless of whether you travel overseas regularly, infrequently or on a once-in-a-lifetime trip, travel insurance is very important. 

Important points to note when choosing travel insurance: 
Always read the product disclosure statement and ensure that you understand exactly what your travel insurance covers. Travel insurance is not unlimited. It may not cover you for cancellation or change to travel plans.

Clarify any policy issues directly with the insurer:
Ensure that medical cover is adequate for possible expenses in the country you are going to visit. In some parts of the world medical costs can be very expensive. 
Ensure you declare any pre-existing medical conditions you may have.
Generally, cover for luggage and personal belongings is limited and expensive items such as cameras, laptops and/or jewellery may have a per-item limit.

Exclusions:
Like most insurance policies there are standard general exclusions on most types of travel insurance policies. These can include acts of civil unrest, self inflicted injury, loss/theft of unattended baggage loss/theft of cash and pre-existing medical conditions.
Travellers should also be aware that travel insurance policies may be invalidated where injuries are sustained as a result of being under the influence of alcohol or drugs.

Dangerous Activities:
Travel insurance policies may not also cover dangerous or extreme activity, such as snowboarding or surfing. Most dangerous activities, such as rock climbing, kite surfing, hunting, bungee jumping and underwater activities involving the use of artificial breathing apparatus, may be classified as general exclusions in a travel insurance policy. 

Please note: 
Most policies do not cover cancellation as a result of the Government advising against travel to a particular destination or changing a travel advice.
What you need to do before making a claim:. It is important to have the following information available: Your travel insurance policy number. Your contact and travel details. Particulars of your claim and any supporting documentation. For example: copy of any medical, police or airline reports, the contact details of any treating doctor or hospital you attend, and any receipts for payments made.

SIEEP

Serious Incident Emergency Evacuation Procedure

Why Surf Travel Insurance?

At Surf Travel Insurance, our customer’s health and wellbeing On and Off the Water has always been the core of our business.

In 2013, STI Surf Travel Insurance mobilised (SIEEP) a Serious Incident Emergency Evacuation Procedure with Speciality Assist and WE Assist emergency services to provide a comprehensive medical evacuation plans for serious medical emergencies.

STI collaborates with leading surf charter operators, resorts and surf camps while co-ordinating with insurance emergency services to develop pre-planned EVAC procedures for surfers in remote surfing destinations with comprehensive medical evacuation plan for serious medical emergencies around the Mentawai’s, Telo, Sumatra, Banyaks, Nias, Bali, Maldives, and Fiji Islands for surf charters and resorts.

  • STI collaborates with leading surf charter operators, resorts and surf camps.
  • We co-ordinate with insurance emergency services to develop pre-planned EVAC procedures for surfers in remote surfing destinations.
  • Including comprehensive medical evacuation plan for serious medical emergencies around the Mentawai’s, Telo, Sumatra, Banyaks, Nias, Bali, Maldives, and Fiji Islands for surf charters and resorts.

Surf Travel Insurance provides specific surf, fish, snow and adventure travel insurance cover for international and domestic trips. Contact with our specialist consultants today for individual’s, family and groups - comprehensive travel cover solutions for adventure travel.

Testimonial

We have developed an internal database of providers for our team to use on cases with quick reference to hospitals/clinics as well as other providers (ground transfers, hotels, local agents etc). As soon as our team are activated on a case, we review our database for the closest facility that we can refer to. Our business partners are trusted providers who offer local knowledge as well as the ability to obtain crucial information (medical reports), as well as guarantee payments on our behalf, ultimately a seamless class for our travellers so that they are not out of pocket.

Lisa | WE.Assist Operations Manager

Telo Island SIEEP 26/08/2013
A reported head trauma was reported which activated an air-ambulance with neurosurgeon onboard for the flight transfer. Air Ambulance was activated for this case and Patient was transferred to Singapore hospital for emergency surgery. The time line was under 6hrs to get patient to Singapore Hospital including: time for Refuelling air-ambulance, Clearance & Immigration requirements. Please note this procedure was in half the time estimated originally, due to improved remote airfields and air-ambulances.

Monika | Operations Coordinator

Request A Quote

Managing your quote

Once you have requested your custom quote it’s easy to manage, simply click on the “Buy Now” button on the emailed quote to perform any of these tasks:

  • Customise journey details - Add extra destinations, change travel dates and add travel companion
  • Customise Comprehensive Travel Plan – Options include: Increase Cancellation costs, add snow cover, increased luggage cover, rental vehicle excess and Excess buy out
  • Customise Budget Travel Plan - Options include: Increase Cancellation costs, increased luggage cover and Excess buy out
  • Not ready to buy yet, no problems– Click to “Print Quote” or Click “Save and Email Quote” button
  • Ready to buy now – Simply Click on “Continue Quote” button
  • Click “Ok” to the Terms and Conditions
  • Add travellers contact and personal details
  • Payment by Visa and Mastercard

GET QUOTE HERE

Additional Options

You’ll have the option of purchasing specialised cover for your trip by upgrading to one of the additional optional packs – Increase Cancellation costs, increased luggage cover, add snow cover, rental vehicle excess and Excess buy out

Extra Cancellation Option

You can select the maximum amount of cover – trip limit - required for cancellation related expenses, and we’ll let you know what the additional premium is. The standard trip limit for cancellation related expenses is $5,000. 'Cancellation related expenses' means the following claimable expense types; 

New for Old Luggage Option

Standard luggage cover is provided with any policy, whereas New for Old Luggage cover only applies if you add specified items under our New for Old Luggage Option when buying the policy. With our standard cover, your luggage and personal items are covered for their depreciated value if they are stolen, lost or damaged.

Winter Sports

If you plan on taking part in winter sports on your trip, add this option. Travellers who have purchased the Winter Sports Option will also have cover under other events that would normally be excluded if they occurred while participating in a winter sport:

Rental Vehicle Excess Option

If you plan on renting a vehicle, you should check out how much insurance excess you’d have to pay if the rental vehicle is in an accident, damaged or stolen. If the insurance excess is more than $5,000, you can choose to increase your cover under this policy for an additional premium.

Excess Buy-out Option

Allows travellers to reduce the standard excess on their policy to $0. The standard cover includes an excess, which is your contribution towards your out-of-pocket expenses when you make a claim, and it’s shown on your COI. If you claim under an event where an excess applies, the insurer will deduct the excess amount from what they pay.  

Travel Insurance for Surf, Fish, Dive, Snow & Golf Sporting Adventure Holidays

If you have any queries or require further assistance please don't hesitate to contact us, as one of our team will be happy to help you. STI Surf Travel Insurance offers discount on travel insurance premiums for surfers

Email:      admin [at] surftravelinsurance.com.au
Phone:    07 5508 2658 
Mob:       0408 069 869 
STI Surf Travel Insurance 
P.O. Box 97, Burleigh Heads, 
Queensland, 4220 Australia

SureSave Travel Insurance Contact Details

Australian travellers policies by SureSave are underwritten by certain Underwriters at Lloyd's through its Australian underwriting agency Cerberus Special Risks Pty Ltd.

Customer Service:             Ph: 1300 787 376 
From outside Australia      Ph: +61 2 9234 3111 
Pre-Existing Medical:         Ph: 1300 763 872 
Email:                                 info [at] suresave.com.au
Fax:                                   +61 2 2934 3199 

IF YOU NEED HELP

For 24 hour emergency assistance, WE.assist and Specialty Assist will be there to help you.
From anywhere in the world, call: +61 2 9234 3113 or +61 2 8256 1513. Call reverse charges via the local operator to avoid call costs.
Or send a text message (SMS) to: +61 417 342 076 (network operator rates apply). 
Speciality Assist can coordinate medical evacuation and repatriation for those travellers who become suddenly ill or seriously injured whilst travelling abroad.

CLAIMS ENQUIRIES

Ph: 1300 625 229 
Email: claims [at] suresave.com.au

Making a Claim

Please contact us on 07 5508 2658 for a claim form.

For medical, hospital or dental claims, contact SureSave as soon as practicable.
For damage to or loss of your luggage and personal effects, report it immediately to the police and obtain a written report. For damage or misplacement of your luggage and personal effects, caused buy any service provider, report it to an appropriate official and obtain a written report, including any offer of settlement they may make.

You must give SureSave notice of your claim as soon as possible by completing the Claim Form. You can either type directly into it to complete it, (before printing it and signing it) OR print it off and complete it by hand. You must post this form together with supporting documentation within 30 days of your return to: SureSave Travel Claims. PO Box A975, Sydney South, NSW 1235.

If you need assistance they can be contacted by  Ph: 1300 625 229

About Surf Travel Insurance (STI)

We are a travel insurance reseller based on the Gold Coast, Queensland, Australia. Our experienced team of travel insurance consultants have been assisting travellers with suitable travel insurance products at the best price for the past 6 years.

We are proud to have a close relationship between insurance underwriter and customer, with a high percentage of repeat customers as testimony to our service and quality products. We are very proud of our fast friendly customer service and after hour's accessibility.

We are fully qualified, as a distributor of our insurer SureSave, to sell travel insurance for them. We are able to offer you direct online access to a choice of travel insurance options for travel insurance from SureSave, it is up to you to choose the cover you need.

SureSave's Product Disclosure Statement (PDS) is designed to assist you in your decision to purchase travel insurance. It contains information about key benefits and significant features. Any advice in the PDS document is of a general nature only; and has not considered your objectives, financial situation or needs.

SureSave travel insurance is underwritten by certain Underwriters at Lloyd's through its Australian underwriting agency, Cerberus Special Risks Pty Limited. You should consider the Product Disclosure Statement before buying this product, available from us, to ensure the product is right for you.

As the distributor we can directly issue SureSave travel insurance in accordance with the underwriting guidelines. In some cases we may need to arrange for SureSave to do this if we are not able to act under the underwriting guidelines.

We do not have any authority to give you any advice (i.e. recommendation or opinion about the financial product). SureSave as the insurer of the product and us as the agent, do not act on your behalf.

We can provide you with factual information on the product to help you decide if it is right for you. The choice is yours. We will never ask you to provide personal information like your bank details, credit card details, driver's license or passport number via email. If you are making an online booking through us by phone, and are required to provide us with your credit card details, this will be carried out within a secure browser window.

All information is entered directly to the SureSave site and once entered all information is coded and then deleted at the completion of the purchase. We may charge a fee for additional services provided to you after you have been issued with a policy. This may include but is not limited to alterations and other changes to your policy. We will notify you of any fee at the time you make a request for additional services.

Disclaimer: You understand that the insurance contract is between you and SureSave only and that Surf Travel Insurance is not a party to it. We are not the insurer of any risk and Surf Travel Insurance will not be liable to you or any party with respect to any damages, loss or claim whatsoever, no matter how occasioned, in connection with the purchase of insurance from SureSave. 

Terms and Conditions

This website operated by Global Surf Travel Pty Ltd (ABN 79 083 338 649) herein referred to as We, Our, Us. Under the domain name www.surftravelinsurance.com.au ,www.surftravelinsurnace.com and www.surfingtravelinsurance.com herein referred to as the Site.

Access by any person to the Site is conditional upon that person accepting and complying with all of the Terms and Conditions contained herein and the Global Surf Travel P/L Privacy Policy (a copy of which is included on the Site) to which Global Surf Travel P/L is also obligated to comply with. The Terms and Conditions may be altered only by us without notice and it is the users responsibility to monitor changes. Use of the Site constitutes acceptance of all the Terms and Conditions. 
Where a person uses the Site to arrange issue of a Certificate of Insurance from SureSave, you understand that the insurance contract is between you and SureSave only and that we are not a party to it. 
We are not in the business of providing insurance or offering to provide the same. The information on insurance contained in this site is for your information only. It does not constitute insurance, legal or other professional advice. You should obtain your own advice. 
You understand and agree that we are not the insurer of any risk. You also understand that we are not providing you with any assurance that your application for insurance will be accepted. That decision remains with SureSave solely. We also make no assurance as to the reasonableness of any insurance terms, nor the financial security or solvency of SureSave. You enter into the contract insurance with SureSave at your own risk. 
We have not made and nor do we make any warranty of any kind whatever (whether expressed or implied) with respect to the insurance offered by SureSave; and all warranties (implied or otherwise) including warranties in respect of fitness of health for any particular purpose are hereby disclaimed by us. 
We will not be liable to you or any party with respect to any damages, loss or claim whatsoever, no matter how occasioned, in connection with the purchase of insurance from SureSave. We do not have control over the acts of third parties and cannot be liable for contents of any linked web site or any information provided by, or based on information obtained from, third parties.
Where third party information has been used, we make no representation as to the accuracy or completeness of that information including any data, opinion, conclusion, comparison or forecast. We shall incur no personal liability whatsoever in relation to the information contained on the site or in connection with it. Contact us or the relevant third party prior to relying on the accuracy of any information contained on this Site.

YOU AGREE TO THE FOLLOWING CONDITIONS WHEN YOU ACCESS THE SITE:

a. You must not use the Site or any of the material contained in it for any purpose which is unlawful, prohibited under these Terms, or which violates any right (including copyright) of Global Surf Travel P/L or any third party; 
b. You must not access or attempt to access any part of the Site which is not designated for access by your password; 
c. You may save a local copy of or print material posted on the Site for your own information, research or study and to inform others about the Site but you may not reproduce, duplicate, copy, sell, re-sell, adapt, perform in public, transmit in any form by any process (graphic, electronic or mechanical, including further copying, recording, or taping) or otherwise exploit any part of this Site for any commercial purpose; 
d. You must not post or transmit to the Site any illegal, threatening, abusive, defamatory, obscene, pornographic or indecent information or material of any kind, or any material in contempt of any court or parliament, or encourage any other person to do so; 
e. You must not knowingly post or transmit or permit the posting or transmission of any material to the Site which contains a virus; 
f. You must not post or transmit any material to the Site which breaches any laws relating to a person's right to privacy or the export of personal data; 
g. You must not post or transmit any material to the Site which is incorrect or misleading; 
h. You must take your own precautions to ensure that whatever you select from the Site is free of viruses or anything else that may interfere with your or any third parties' computer system.
We may refuse access or edit or delete material posted by you in contravention of these conditions. 
The Site may contain links to web sites operated by third parties. The inclusion of any link does not imply any endorsement of the linked site by us nor are we responsible for the contents of any linked web site or any hyperlink contained in the linked web site. Further, we do not warrant the correctness, accuracy, timeliness, legality or reliability of any third party web site, including the contents of any link framed by this Site. Taking a link to a third party website is entirely at your own risk. 
All information on this Site is subject to change without notice and is provided "as is" without express or implied warranty of any kind. No representations about the content and suitability for any purpose of the information contained in this Site are made. To the full extent permissible by law, we disclaim all warranties with regard to this information or other material on the Site, including all implied warranties as to merchantability or fitness for use. We are not liable for any damages whatsoever including any special, indirect or consequential damages resulting from loss of use, data or profits, whether in an action in contract, negligence or other tort, arising out of or in connection with access to this Site or the information contained in it. We do not warrant that the Site will be uninterrupted or error-free. You are recommended to seek independent advice before acting on any material or information contained in this Site and you must not provide any warranties to third parties in relation to the contents or performance of the Site. 
The Internet, World Wide Web and third party networks or facilities are beyond the control of us and as such you must assume all risk and liability for their use. Internet browsers use “Cookies”, small strings of data, to store identification information for website visits and assist in internet navigation. Cookies are not used within this website. Except as detailed in our Privacy Policy, we neither warrant nor accept any liability whatsoever with regard to the use or consequences of the use of Cookies if included in future. 
All information, text, logos, photographs, graphics, trade marks, and other material on this Site are the property of Global Surf Travel P/L or a third party where indicated (such as an Internet Booking Engine provider) and as such are protected under Australian laws and through international treaties. Use of the Site will not confer any intellectual property rights with regard to its inclusions or any goodwill or reputation associated with it. Any material included in the Site must not be used or reproduced without the prior specific and written permission of us or the applicable third party. All rights are reserved. 
I have considered by entering this site, you will be deemed to have released and discharged Global Surf Travel P/L from all liability which might arise, including liability in respect of any defamatory material on any database or in respect of any dealing with any work (including software) in which you hold any copyright or other intellectual property right.” 
We are not liable for any statements or offers made by third party advertisers or third party suppliers of goods and services. 
All fares, prices, taxes and fees listed on this Site are accurate only as at the time they were posted or notified to us. We are not liable for the correctness of such fares, prices, taxes and fees or changes thereto, including where changes have not been reflected on the Site. All fares, prices, taxes and fees are quoted in Australian Dollars and may or may not be inclusive of Goods and Services Tax and other taxes, charges and levies imposed by any government, airport operator or other party. 
We reserve the right to cease, interrupt or withdraw access to the Site for any reason, including without limitation, for upgrades and maintenance of the Site. Access to the Site may be terminated at any time without notice and for any reason. Such termination or removal of the Site shall not affect any of the provisions of these Terms and Conditions and that such Terms and Conditions continue to operate after termination. 
To the extent permissible by law, Global Surf Travel P/L is not liable for any direct, indirect, incidental, special, exemplary, consequential or other damages whatsoever, (including but not limited to liability for loss of use, data or profits or interference with or damage to computer systems), without regard to the form of any action, including but not limited to contract, negligence or other tortuous actions, arising out of or in connection with the Site, including any data or contents accessed through the Site. 
Liability in relation to breach of the statutory warranties and conditions as defined in the Trade Practices Act 1974 (Cth) in connection with use of the Site, is limited to those liabilities as expressed above.

INTERNET RESERVATIONS TERMS AND CONDITIONS

These Terms and Conditions also apply to a person who makes a Booking using the Internet Reservations capability on this site. The information and data contained in, or accessed through, Internet Reservations is subject to change without notice. 
Internet Reservations relies upon interaction of various computer systems, global communications networks and is technically complex. Accordingly, we do not represent nor warrant that use of Internet Reservations will result in a confirmed Booking until it has been confirmed in the final screen of the reservation process that the Booking has been accepted and confirmed. Further, we neither warrant nor represent the accuracy or completeness of the data used in Internet Reservations nor do we warrant or represent that your access to Internet Reservations will be uninterrupted, error free or free from virus or other harmful effects. 
In using Internet Reservations and the Internet, the user assumes the total risk and responsibility with regard to the submission of any personal or business information. The handling by us of your personal information provided as part of using Internet Reservations is governed by Global Surf Travel Pty. Ltd. Privacy Policy – refer to our privacy statement, a copy of which is on this website. 
To the maximum extent permissible by law and subject to above, Global Surf Travel Pty. Ltd. specifically disclaims and the user waives all warranties, express or implied, in respect of Internet Reservations including, but not limited to, merchantability, fitness for a particular purpose, non-infringement or compatibility between any computer or communication software or hardware.

Subject to above and to the maximum extent permitted by law, Global Surf Travel Pty. Ltd. is not liable for any injury, loss, claim or damage, including those based in negligence, whether actual, incidental or consequential (including, but not limited to, loss of profits or other special damages) which arises or may arise out of or is in any way connected with the following; 
a. Any access to or use of Internet Reservations; or 
b. Any data, information or material contained in Internet Reservations including, but not limited to the use of such data, information or material to check prices and availability or for reservations, ticketing or any other use; or 
c. The submission of any personal or business information, including, but not limited to, bank and/or credit card details; or 
d. The unavailability of Internet Reservations in whole or in part or any failure or delay in any way connected with the use of Internet Reservations because of the Internet, Surf Travel Insurance or any third party's systems or technology or any other circumstances, including, but not limited to the use of or inability to use Internet Reservations to check prices and availability or for reservations, ticketing or any other use; 
e. The performance or non-performance by us or our contractors or suppliers or the failure of any function or service associated with Internet Reservations, in whole or in part; or 
f. Any unauthorised access or breach of security into Internet Reservations; or 
g. Any booking or reservation made through Internet Reservations that, for any reason, has not registered or is delayed or is incorrect in any respect. 
We and our licensors retain all rights (including, but not limited to copyright and patent rights) with respect to all software and underlying information or material available through Internet Reservations and material contained on the Site. The download or otherwise export or re-export of any software or underlying information or material available through Internet Reservations or the use, copying, modification, transmission, storage, publishing or distribution of material on the Site, or creation any other material on the Site, is prohibited except in the course of the normal use of the Site and Internet Reservations or with the prior written permission of Global Surf Travel Pty. Ltd. and in full compliance with all applicable laws and regulations. 
We may, at any time and at our sole discretion and without cause or notice, terminate or restrict access to Internet Reservations or refuse to give effect to any Internet Reservations booking or reservation without notice and without giving reasons. 
It is a condition of use of Internet Reservations that Users take all reasonable steps to ensure that personal or business information (including bank and/or credit card details) are not accessed or used by any unauthorised person and that all security or operational procedures are complied with.

PRIVACY STATEMENT

Global Surf Travel Pty. Ltd. have created this privacy statement in order to demonstrate our firm commitment to privacy. 
The following discloses our information and dissemination practices for this web site. We are not responsible for the privacy practices or the content of other web sites. Contact information obtained from this site is used only within the Company and is not for public knowledge. Email Addresses: This site keeps user email addresses private. They are never disclosed or sold to outside sources. Security: This site has security measures in place to protect the loss, misuse and alteration of the information under our control. Browsers: We highly recommend the use of a 128-bit key browser for optimum privacy and security.

Global Surf Travel Pty. Ltd 
P.O. Box 97, 
Burleigh Heads, 
Qld, Australia 4220 
Email: admin [at] globalsurftravel.com.au 
Phone: 61 7 5508 2658

Travel Info

Emergency Help

WE Assist are here to help

WE Assist help with medical problems, locating medical facilities, your evacuation home, coordination with embassies and keeping you in touch with your family.

For 24hr worldwide emergency assistance call:

+61292343113      or     +61282561513

WE Assist will accept a reverse charges call or you can claim the costs to call WE Assist emergency assistance team. Reverse charges calls can be made in most countries by contacting the international operator, however, there may be restrictions when using mobiles. If you aren't sure then ask your hotel reception to connect you.

When calling please be ready to give WE Assist some details:

  • Your name
  • Your policy number
  • The nature of your emergency
  • The phone number of where you are
  • The names and contact details of any hospitals or doctors you have visited

Emergency Assistance by telephone is usually the best way to let WE Assist help you. But in the event that this doesn't meet your needs there are other ways to get in touch.  

help [at] suresave.com.au?">help [at] suresave.com.au or SMS +61417342076

How to Claim

While you're overseas

Medical, hospital and dental claims

For medical, hospital or dental claims contact SureSave World Assistance as soon as practically possible. Call +61 2 9234 3113 or +61 2 8256 1513 (reverse charge from overseas) or 1300 787 376 (within Australia) at any time.

  • While you're overseas
  • Report lost, stolen or damaged belongings
  • Report the loss or theft of your luggage and personal effects to the local police immediately.
  • Report damage or misplacement of your luggage and personal effects, caused by the airline or any other operator or accommodation provider, to an appropriate official.
  • Ensure you obtain a copy of the official report to support your claim (including any offer of settlement made to you).

Please refer to the SureSave Product Disclosure Statement Documents for more information about what you need to do to make a claim.

When you get home

Your travel insurance claim may require different supporting documentation (e.g. medical reports, invoices, purchase receipts, and/or police reports)

To make a travel insurance claim, visit www.suresave.com.au/make-a-claim or call on 1300 787 376 or +61 2 9234 3113 or +61 2 8256 1513

Remember you must submit full details of your claim within 30 days of your return home.

Comprehensive Plan

Premium cover so you can discover the world, no worries.

Travel with peace of mind, knowing we're looking out for you.

SureSave World Assistance, Comprehensive plan offers a wide range of cover worldwide, including for cruises outside Australian coastal waters. It includes personalised options to enable you to tailor your cover, including optional cover for winter sports.

The Basics

What you need to know about policy eligibility.

  • International cover available to eligible travellers of all ages. (Travellers aged 81 and over must be assessed for approval)
  • Now available to Australian residents who hold a 457 Visa, and New Zealand passport holders.
  • Policies may be purchased while travelling, however a 72-hour waiting period applies. Events occurring during this time are not covered by the policy.
  • Cover the rest of the family - children and grandchildren can be added to the same policy as a dependant at no extra charge, provided they meet certain criteria.

Events - when you need help before, during and after your travels

A simpler, smarter way to explain what's covered.

  • Great coverage for a wide range of events, including damaged luggage, delays where the operator is at fault, and rental vehicle insurance excess.
  • Unlimited trip limit for overseas medical costs - this includes medical evacuation, medical repatriation and extra trip costs.
  • $12,000 trip limit for lost, stolen or damaged luggage and personal items, with option to to add extra cover for valuable items, up to $10,000 in total.
  • Cover for travel delays when caused by a travel operator - up to $2,000 trip limit.
  • $5,000 trip limit if you have to cancel or change your trip, with option to increase up to Unlimited

Options

SureSave World Assistance gets that travel isn't 'one size fits all'. Travellers can tailor their cover with our range of options below.

  • Travellers can choose to apply for cover for an existing medical condition, subject to a medical assessment.
  • Got an existing medical condition that's not automatically accepted? Travellers can choose to apply for cover for an existing medical condition, subject to a medical assessment.
  • Extra Cancellation Cover option allows travellers to tailor their cancellation limit to suit their trip value, up to an unlimited amount.
  • Add New for Old Luggage Cover for specified items up to an additional $10,000. This option also allows travellers to get cover for their sports and leisure equipment by adding it as a specified item.
  • Excess Buy-out Option allows travellers to reduce the standard excess on their policy to $0.
  • Hitting the slopes? Add our Winter Sports Option for cover while participating in a winter sport - plus cover for snow holiday specific incidents.

SureSave World Assistance is here to help

And that means more than just providing insurance.

  • Access to SureSave in-house 24/7 Emergency Assistance team.
  • Easy claims process with fast turnarounds. New online claims process coming soon!
  • Access to the SureSave App - free to all SureSave policy holders. Tailored to each individual journey, you carry expert travel advice, information and resources in your back pocket.

Annual Frequent Traveller Plan
The Annual Frequent Traveller Plan provides cover for frequent travellers who take multiple trips throughout a 12 month period, saving them time and money. Because when you're on the road so often, who wants to buy a travel insurance policy every time?

The Basics 

What you need to know about policy eligibility.

  • unlimited number of trips in a year
  • great levels of cover, with additional customised options available
  • Cover is available to eligible travellers who are less than 76 years of age at the time of policy purchase.
  • Now available to Australian residents who hold a 457 Visa, and New Zealand passport holders.
  • Policies may be purchased while travelling, however a 72-hour waiting period applies. Events occurring during this time are not covered by the policy.
  • Covers all domestic and international trips taken within a 12-month period (up to a maximum of either 30 days or 50 days each). Each trip must start and end at the traveller's home in Australia.
  • Cover the rest of the family on one policy - travellers can add another adult to their policy as an additional primary traveller, to be covered whether they travel independently or together. 
  • Children and grandchildren who meet certain criteria can be added to the same policy as a dependant; however, they must travel with a primary traveller.

Events - when you need help before, during and after your travels

A simpler, smarter way to explain what's covered.

  • Great coverage for a wide range of events, including damaged luggage, delays where the operator is at fault, and rental vehicle insurance excess.
  • Unlimited trip limit for overseas medical costs - this includes medical evacuation, medical repatriation and extra trip costs.
  • $12,000 trip limit for lost, stolen or damaged luggage and personal items, with option to add extra cover for valuable items, up to $10,000 in total.
  • Cover for travel delays when caused by a travel operator - up to $2000 trip limit.
  • $5,000 trip limit if you have to cancel or change your trip, with option to increase up to $20,000.

Options - Tailor cover to suit your trip

SureSave World Assistance gets that travel isn't 'one size fits all'. Travellers can tailor their cover with our range of options below.

  • Covers shorter trips (up to 30 days each trip) or longer trips (up to 50 days each trip) - choose the required maximum length when buying the policy.
  • Got an existing medical condition that's not automatically accepted? Travellers can choose to apply for cover for an existing medical condition, subject to a medical assessment.
  • Extra Cancellation Cover option allows travellers to tailor cancellation limit to suit their trip value, up to $20,000.
  • Add New for Old Luggage Cover for specified items up to an additional $10,000. This option also allows travellers to get cover for their sports and leisure equipment by adding it as a specified item.
  • Hitting the slopes? Add our Winter Sports Option for cover while participating in a winter sport - plus cover for snow holiday specific incidents.

SureSave World Assistance is here to help

And that means more than just providing insurance.

  • Access to SureSave in-house 24/7 Emergency Assistance team.
  • Easy claims process with fast turnarounds. New online claims process coming soon!.
  • Access to the SureSave App - free to all SureSave policy holders. Tailored to each individual journey, you carry expert travel advice, information and resources in your back pocket.

Basic Travel Plan

Not all trips are the same. Sometimes you just want to go back to basics.

Whether you're off on a world adventure, or just getting away for a long weekend, SureSave World Assistance has got you covered. SureSave Basic plan is designed for the savvy traveller, or for travellers visiting friends and relatives. It provides great cover for the essentials, while allowing customers to tailor their cover with our optional extras.

The Basics

What you need to know about policy eligibility.

  • International cover available to eligible travellers who are less than 76 years of age at the time of policy purchase.
  • Now available to Australian residents who hold a 457 Visa, and New Zealand passport holders.
  • Policies may be purchased while travelling, however a 72-hour waiting period applies. Events occurring during this time are not covered by the policy.
  • Cover the rest of the family - children and grandchildren can be added to the same policy as a dependant at no extra charge, provided they meet certain criteria.

Events - when you need help before, during or after your travels

A simpler, smarter way to explain what's covered.

  • Cover for the essentials, with the option to add additional cover for certain events if required.
  • Unlimited trip limit for overseas medical costs - this includes medical evacuation, medical repatriation and extra trip costs.
  • Includes basic luggage cover up to $3000, with option to add New for Old Luggage Cover for specified items up to an additional $10,000.

Options

SureSave World Assistance gets that travel isn't 'one size fits all'. Travellers can tailor their cover with our range of options below.

  • Travellers can choose to apply for cover for an existing medical condition, subject to a medical assessment.
  • Option to add cancellation cover if required, up to an unlimited amount
  • Add New for Old Luggage Cover for specified items up to an additional $10,000. This option also allows travellers to get cover for their sports and leisure equipment by adding it as a specified item.
  • Excess Buy-out Option allows travellers to reduce the standard excess on their policy to nil

SureSave World Assistance is here to help

And that means more than just providing insurance.

  • Access to SureSave's in-house 24/7 Emergency Assistance team.
  • Easy claims process with fast turnarounds. New online claims process coming soon!.
  • Access to the SureSave App - free to all SureSave policy holders. Tailored to each individual journey, you carry expert travel advice, information and resources in your back pocket.

Domestic Plan

Explore your own backyard - we've got you covered.

SureSave's World Assistance, Domestic plan offers cover for trips that are solely in and around Australia, but does not include travelling outside Australian coastal waters.

The Basics

What you need to know about policy eligibility.

  • Domestic cover is available to eligible travellers of all ages. (Travellers aged 81 and over must be assessed for approval)
  • Now available to Australian residents who hold a 457 Visa, and New Zealand passport holders.
  • Policies may be purchased while travelling, however a 72-hour waiting period applies. Events occurring during this time are not covered by the policy.
  • Cover the rest of the family - children and grandchildren can be added to the same policy as a dependent at no extra charge, provided they meet certain criteria.

Events - when you need help before, during and after your travels

A simpler, smarter way to explain what's covered.

  • Great coverage for a wide range of events, including damaged luggage, delays where the operator is at fault, and rental vehicle insurance excess.
  • $10,000 trip limit for medical evacuation, medical repatriation, extra trip costs and companion costs when someone's injured or falls ill.
  • $4,000 trip limit for lost, stolen or damaged luggage and personal items
  • $2,000 trip limit for cancelling or changing your trip, with option to increase to Unlimited

Options - Tailor cover to suit your trip

SureSave World Assistance gets that travel isn't 'one size fits all'. Travellers can tailor their cover with our range of options below.

  • Got an existing medical condition that's not automatically accepted? Travellers can choose to apply for cover for an existing medical condition, subject to a medical assessment. (Keep in mind, however, there is no cover for medical expenses incurred in Australia.)
  • Tailor cover with our range of options, including New for Old Luggage Cover, Extra Cancellation Cover and Winter Sports Option.
  • Extra Cancellation Cover means travellers can tailor cancellation cover to suit their trip value, up to $20,000.
  • Need more luggage cover? Add New for Old Luggage Cover for specified items up to an additional $10,000.

SureSave World Assistance, here to help

And that means more than just providing insurance.

  • Access to SureSave's in-house 24/7 Emergency Assistance team
  • Access to the SureSave App - free to all SureSave policy holders. Tailored to each individual journey, you carry expert travel advice, information and resources in your back pocket.
  • Easy claims process with fast turnarounds. New online claims process coming soon!

Visiting Friends, Relatives or Working Overseas

STI Surf Travel Insurance can provide the Basic Travel Plan plus the ability to return home when travelling overseas to visit family, friends or on a working holiday. More than just a medical policy, this plan also covers additional travel and accommodation costs if your trip is interrupted because you or a member of your travelling party is injured or hospitalised. Consider this travel plan carefully to ensure that that cover is right for you.

SUMMARY OF COVER - Australian Surfers
Basic Travel Plan with an endorsement to Return Home during your trip.

Contact Greg on 0408 069 869 or email sue to obtain a quote.

Surfing Holidays and Worldwide surfing destinations:

You must select the countries where you are spending the majority of your trip.

A Guide To Travel Insurance:

  • Check your travel insurance policy carefully as this policy may not match your expectations.
  • You should read the PDS and Policy Wording carefully as you need to make sure the limits of cover are appropriate for your needs.

Who Do I Contact For Emergency Assistance?

For 24 hour emergency assistance, your Emergency Service Provider will be there to help you. From anywhere in the world, you can call reverse charges via the local operator to avoid call costs. Or send a text or email message (network operator rates may apply)

Making A Claim:

Where you claim arises you need to obtain written reports of the incident from the appropriate authorities within 24 hours of discovery and you must inform your insurer on your return and complete a claim form. You must post this form together with supporting documentation to your nominated insurer within 30 days of your return.

Please Note:

Before buying the insurance, please read the PDS to ensure the product is right for you. Any advice in this document is of a general nature only and has not considered your objectives, financial situation or needs. You understand that the travel insurance contract is between you and the insurer. If having purchased the policy you want to cancel it you can do so within 14 days of receiving the Certificate of Insurance and obtain a full refund provided no claim has been made or pending and your trip has not commenced.