Am I covered if I need to cancel my trip because a relative is sick or injured?

• What's covered
• How much am I covered for?
• When am I covered?
• What is a close relative?
• What do I do if I need to cancel my travel plans?
• What's not covered?

It’s not nice to think about, but if a close relative back home suddenly falls ill, is injured or passes away, our policies may cover you if you need to cancel or rearrange your trip.

What’s covered? 

If you are unable to start or finish your trip because of the death, or serious illness or serious injury of a close relative back home before or during your trip, our policies may cover you, up to policy limits, for:

1. the non-refundable portion of your pre-paid travel arrangements and cancellation fees charged by your travel agent; or
2. the cost to rearrange your trip, provided that the cost is not greater than the amount that would have been incurred had you cancelled the trip.

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How much am I covered for?

The most we will pay for all people on your policy combined, per trip, is specified in the Cancellation - chosen limit benefit, shown on your Certificate Of Insurance.

When am I covered?

• You are covered for cancellation costs from when we issue your Certificate of Insurance.
• Cover for cancellation costs ends when you return to your home in Australia, or when the period of insurance ends, whichever happens first.

What is a close relative?

A close relative is:

• a spouse, de facto partner, parent, parent-in-law, daughter, son, daughter-in-law, son-in-law, brother, sister, brother-in-law, sister-in-law, niece, nephew, grandchildren, grandparent, stepparent, stepchildren, fiancé or fiancée, or legal guardian and;
• they must be a resident of Australia or New Zealand.

What do I do if I need to cancel my travel plans?

1. Before you change your plans, you must contact your travel providers to try to minimise your expenses and request any refunds or rescheduling assistance.
2. Keep all receipts, itineraries, documentation relating to cancellations, you’ll need this information to make a claim.
3. You must also provide proof of the death of your relative such as the death certificate, or that their illness or injury required hospitalisation, or for you to care for them, by providing treating doctor’s reports, hospital reports and any other relevant reports.
4. Make a claim online. Be aware that any excess payable will be deducted from any claim payment we make.
5. Contact us if you have any questions

What’s not covered? 

There are some things we won’t cover in the event of cancellation, including, but not limited to: 

• We will not pay for any non-refundable costs for anyone not named on your policy.
• We will not pay more than the cancellation limit amount that you selected which appears on your Certificate of Insurance.
• In the case of Agent’s cancellation fees, we will not pay more than the limit outlined in the Schedule of benefits.
• We will not pay for any pre-paid snow sports arrangements unless you have purchased the Snow sports cover option and this option is shown on your Certificate of Insurance.
• You decline a reasonable alternative service or compensation offered by a carrier or other travel service provider.

Cover is subject to the full terms, conditions, limitations and exclusions outlined in the PDS. Read your policy carefully and contact Customer Support if you have any queries.