International Travel Insurance

Combined Financial Services Guide and Product Disclosure Statement

Effective Date 13 January 2021

Date of Preparation: 10 December 2020
Date effective: 13 January 2021

Version: NP_INT_02_13JAN2021

About this document

There are two parts to this document. The first part is your Product Disclosure Statement (PDS) which provides the important information about this policy, including the detailed terms, conditions and exclusions, and how to contact us. XL Insurance Company SE, Australia branch (ABN 36 083 570 441) (the insurer), are responsible for the PDS section in this document.

The second part of this document is the Financial Services Guide (FSG) which provides information about who we are, who we do business with to provide you with insurance, how we and our business partners are paid, how to make a complaint and other details to help you decide whether to use any of the services offered by us. nib Travel Services (Australia) Pty Limited, ABN 81 115 932 173, AFSL No 308461 (nib), are responsible for the FSG section in this document.

About the insurer

This insurance is underwritten by XL Insurance Company SE, Australia branch (ABN 36 083 570 441). XL Insurance Company SE is part of AXA XL, a division of AXA.

About nib Travel Insurance Distribution

This policy is distributed and issued by nib Travel Insurance Distribution Pty Limited, ABN 40 129 262 175, AR 336467 (nib Travel Insurance Distribution), who are an authorised representative of nib Travel Services (Australia) Pty Limited, ABN 81 115 932 173, AFS Licence No 308461 (nib). For information on how these insurance providers work together and the services they provide, please refer to the FSG at the back of this combined document.

Product Disclosure Statement

Important information

In this PDS we explain important information about this policy including how we’ll protect your privacy and how to make a complaint or access our dispute resolution service.

nib International Assistance

nib International Assistance provides emergency assistance for people who are covered under nib travel insurance policies worldwide. Our experienced insurance specialists can be contacted by telephone 24 hours a day, 7 days a week to help you in the event of an emergency and to liaise on your behalf with our in-house medical team.

nib International Assistance will also work closely with the claims department to assess your entitlement to financial assistance.

Our team is connected with a global network that provides:

  • Medical care;

  • Medical transfer to a hospital or repatriation to Australia where necessary;

  • Guidance and support even if your loss may not be covered by the policy;

  • Access to general policy and coverage advice, and

  • Access to translation services.

How to contact nib International Assistance

Please contact the nib International Assistance team using the contact details below:


+61 3 8523 2800

Within Australia: 1300 555 019

Fax +61 3 8523 2815
Email [email protected]

The cost of this policy

The total premium is the amount we charge you for this policy. It includes the amount we have calculated for the risk, commission and taxes and government charges applicable. The premium will be shown on the Certificate of Insurance.

When calculating the premium we take a number of factors into account. These factors and the degree to which they affect the premium will depend on the information you give us and the level and type of cover you choose.

The main factors that impact your premium include:

  • the length of your trip;

  • your destination;

  • the travel plan chosen;

  • your age;

  • additional premium payable for any available options you choose:

    • cancellation limit

    • snow sports cover option

    • rental vehicle insurance excess

    • specified items

    • variable excess

    • specified medical conditions

For example, premiums may be higher if you are in a higher risk age group, for longer trips, destinations that are high risk or have higher medical costs, plans with greater coverage, and/or when you choose to purchase additional cover.

This policy is only valid when you pay the premium and our representative issues a Certificate of Insurance to you.

Additional options to purchase

We offer the following options for you to purchase. These options can be added with payment of an additional premium, depending on the travel plan you select, and will be shown on your Certificate of Insurance when you purchase your policy.

Cancellation option

For all plans, the policy limit for “Cancellation or holiday deferment costs” must be chosen at the time of purchase; the limit will then appear on the Certificate of Insurance.

Depending on the travel plan you choose, you can vary the maximum trip limit at the time you purchase your policy, and you will be advised of any change in premium. Your policy limit for “Cancellation or holiday deferment costs” and any additional premium will be shown on your Certificate of Insurance.

Snow sports cover option

This option is available with the Comprehensive and Annual Multi Trip Plans with payment of an additional premium. When chosen, this option is shown on your Certificate of Insurance. Applicable limits are applied per adult and are not increased for accompanying children.

If you’ll be taking part in snow sports on your trip, you must select the “Snow sports cover option” when you buy your policy to receive cover under your travel plan for any claim arising from participation in snow sports. In addition, you will receive the following benefits:

Benefit Applicable limits per adult

Any claim arising from participation in snow sports

Up to the applicable limit of the relevant section.

Ski lift passes $300
Ski run closure

$100 per day up to a maximum of $500

Hire replacement snow equipment $300

Refer to the section “Snow sports cover” for further cover details with this option.

Additional rental vehicle insurance excess option

This option is available with the Comprehensive and Annual Multi Trip Plans with payment of an additional premium. When chosen, this option is shown on your Certificate of Insurance.

If you are hiring a rental vehicle, you may have to pay an insurance excess for an accident or theft. We have included cover for rental vehicle insurance excess; however, you may wish to increase this cover for an additional amount.

Maximum additional policy limit

Additional units of cover

Additional premium charged for each $500 unit of additional limit selected.

This insurance does not provide cover for your liability arising out of your use of a rental vehicle. Please ensure you have liability insurance adequate for the country(ies) where you will be using the rental vehicle.

Specified items option

This option is available on the Comprehensive, Annual Multi Trip and Essentials Plans. Specified items are shown on your Certificate of Insurance.

You can cover items worth more than the luggage item limit shown for your plan by specifying the item(s) and paying an additional amount. Items separately insured under this Specified items option are covered up to the amount specified, even if this amount exceeds the total “Luggage and personal effects” limit set out in the “Schedule of benefits” for your plan.

  • Maximum individual specified item limit: $4,000

  • Maximum total for all specified items: $10,000

You must insure the total value per item. Please ensure you have proof of value of any item you specify. This will be required should you make a claim. Depreciation does not apply to specified items in the event of a claim. Cover for specified items is subject to the terms and conditions as detailed under the section “Luggage and personal effects”.

Variable excess option

When you apply for insurance, we will let you know the applicable premium you have to pay. The premium and any excess applicable to your selected plan will be shown on your Certificate of Insurance.

Where a plan allows you to vary the excess, your premium will be adjusted accordingly; the lower the excess you select, the higher your premium will be.

Refer to the section “Excesses” for more information on how excesses work.

Specified medical conditions option

(Not available on Essentials Plan.)

If you seek cover for events that arise from or relate to your existing medical condition(s) - other than those listed in “Automatically covered conditions” for which you meet the eligibility criteria - please refer to the section “Existing medical conditions” for the application, medical screening and cover details.

If we agree to offer you cover for your existing medical condition(s), we will advise you in writing of any additional terms and conditions of that cover, including any additional excess and premium that will be payable. If you purchase this cover, it will be shown on your Certificate of Insurance.

Specified medical conditions excess

If you receive cover for any specified medical condition(s) and your Certificate of Insurance shows you have this cover, an additional excess may also apply to each occurrence relating to your specified medical condition(s) when you claim. This additional excess will also be shown on your Certificate of Insurance and on any other related documents we send you; however, you cannot change or remove this excess.

Duty of Disclosure

Before you enter into, vary or extend an insurance contract, you have a duty of disclosure under the Insurance Contracts Act 1984. When we ask you questions that are relevant to our decision to insure you and on what terms, you must tell us anything that you know and that a reasonable person in the circumstances would include in answering the questions.

When amending or extending your contract of insurance, we will ask you specific questions about any change in your circumstances. You must tell us about any change to something you have previously told us, otherwise you will be taken to have told us that there is no change. You have this duty until we agree to insure, amend or extend the contract.

If you do not tell us anything you are required to tell us, we may cancel your contract or reduce the amount we will pay you if you make a claim, or both. If your failure to tell us is fraudulent, we may refuse to pay a claim and treat the contract as if it never existed.

Cooling-off period

Cancelling within the cooling-off period

You have 21 days from the day you buy your policy to decide if the cover is right for you. If it’s not, you can cancel your policy within this ‘cooling-off period’, and we’ll give you a full refund of your premium provided that:

  • you haven’t started your trip; and

  • you haven’t made a claim; and

  • you don’t intend to make a claim or exercise any other right under your policy.

To cancel your policy within the cooling-off period, contact our representative. Your refund will be processed within 15 business days.

Cancelling outside the cooling-off period

If you request to cancel your policy outside the cooling-off period, we may, at our discretion, refund that part of your premium paid for the unused period of insurance. You cannot have started your trip, made a claim and/or intend to make a claim or exercise any other right under your policy.

Cancellation by us

We can cancel your insurance in any way permitted by law, including if you have:

  • failed to comply with your Duty of Disclosure; or

  • made a misrepresentation to us before the policy was entered into or amended; or

  • failed to comply with a provision of a policy, including failure to pay the premium; or

  • made a fraudulent claim under this policy or any other current policy; or

  • failed to notify us of a specific act or omission as required by the policy.

If we cancel your policy, we will do so by giving you written notice. We will deduct from the premium an amount to cover the shortened period for which you have been insured by us and refund to you what is left.

The General Insurance Code of Practice

We are a signatory to the General Insurance Code of Practice developed by the Insurance Council of Australia. The Code is designed to promote good relations and insurance practice between insurers, authorised representatives and consumers. The Code sets out what we must do when dealing with you. You can obtain a copy of the Code from


nib Travel Insurance Distribution Pty Limited and nib Travel Services (Australia) Pty Limited (“we”, “us”, “our” in this privacy section) collect your personal information, and in some cases your sensitive information, in order to issue, arrange and manage your travel insurance or to provide you with related services. We will only collect personal and sensitive information from you or from those authorised by you, such as our distributors.

We may disclose your personal and sensitive information to third parties involved in the above process, such as travel agents and consultants, travel insurance providers, insurers and reinsurers, claims handlers, investigators and cost containment providers, medical and health service providers, legal and other professional advisers, your and our agents and our related companies. Some of these third parties may be located in other countries such as the UK, Europe and the USA.

Our Privacy Policy details how we collect, use, store and disclose your personal and sensitive information as well as how you can seek access to and correct your personal information or make a complaint. You may not access or correct personal information of others unless you have been authorised by them, or are authorised under law or they are your dependants.

By providing us your personal and sensitive information, you consent to us collecting, using, storing and disclosing it in accordance with our Privacy Policy. If you don’t provide all of the personal and sensitive information we’ve requested, whether directly or through others, we may not be able to provide you with our services or products including being able to process your application for insurance.

You can view our full Privacy Policy at:

Resolving complaints and disputes

If you have any feedback about our service – positive or negative – we would like you to share it with us. Refer to our contact details on the last page of this document.

How we handle complaints

If you have a complaint arising out of this insurance or the financial services provided by the insurer, our representatives, affiliates, or service providers, please contact:

nib Customer Relations

PO Box A975

Sydney NSW 1235 Australia

Phone: 1300 025 121

Email: idr-car[email protected]

nib will acknowledge your complaint within 5 business days and provide you with the contact details of the person handling your complaint. We will respond to your complaint within 15 business days. If more time is needed to collect necessary information or complete any further investigation required, nib will agree with you a reasonable alternative timeframe.

If you are not satisfied with the response to your complaint, you should contact XL Insurance Company SE, Australia branch, for consideration under their dispute resolution process at:

The Complaints Officer

XL Insurance Company SE, Australia branch

L28 123 Pitt St, Sydney NSW 2000

Email: [email protected]

Your dispute will be acknowledged within 5 working days of receipt, and XL Insurance Company SE, Australia branch, will send a final response on behalf of the insurer within 15 business days.

If we are unable to resolve your complaint within 45 days of receiving your original complaint, or if you are still not satisfied with the outcome, you can choose to have your complaint independently reviewed by the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.

AFCA can be contacted at:


Email: [email protected]

Telephone: 1800 931 678 (free call)

In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

Changing your policy

Changes to this policy only become effective when we agree to them and send you a new Certificate of Insurance detailing the change.

If you wish to change your personal details or travel dates after your Certificate of Insurance has been issued, please contact us for approval; we may require additional information to review the change request.

Changes to your travel plans

You must tell us as soon as possible if circumstances occur, or if changes or alterations are intended or made, which increase the risk of loss, damage or injury. This may result in changes to your cover.

For example, you intend to spend more than 24 hours in a destination country or region not listed on your Certificate of Insurance.

If you don’t nominate the destination country or region for your trip which would impact our decision to offer you cover or the terms of the cover offered, any claim under the policy relating to that undisclosed destination country or region may be reduced to nil.

Extending your policy

Depending on your circumstances, if you want to change the dates of your cover, you’ll need to either extend your policy or buy a new one (for the additional days). Here’s when you can extend your policy:

  • if all travellers are currently within the plan age limits – such as if you are travelling with accompanying children who are still under 25;

  • if you haven’t claimed and don’t intend to claim under an event that has already occurred;

  • if your health (and any other relevant circumstances that might foreseeably lead to a claim) hasn’t changed; and

  • if you don’t have any specified medical conditions covered under your current policy.

If you don’t satisfy all these criteria, don’t worry; you can apply to buy a new policy for the additional dates. If you don’t qualify for an extension and have to buy a new policy to cover your additional travel days, the PDS and the pricing in use at the time you buy your new policy will apply.

You can only extend a policy up to a maximum of 12 months from the original departure date shown on your Certificate of Insurance

You cannot extend the 45 day trip duration of the Annual Multi Trip Plan, however; you can apply for a Comprehensive policy to cover the additional dates, provided that you meet the eligibility requirements.

Automatic extension

If the scheduled public transport you’re travelling on is delayed, or your trip is delayed by an event that entitles you to make a claim under this policy, the period of insurance will automatically be extended beyond the period of your original trip. This extension lasts until you’re capable of travelling to your final destination via the most efficient and direct route, including the journey there, or for a period of 6 months beyond the period of insurance, whichever happens first.

Jurisdiction and Choice of Law

This policy is governed by and construed in accordance with the law of New South Wales, Australia. You agree to submit to the exclusive jurisdiction of the courts of New South Wales under this ‘Jurisdiction and Choice of Law’ clause should a dispute arise under this policy.

Financial Claims Scheme

This policy may be a protected policy under the Federal Government’s Financial Claims Scheme (FCS), which is administered by APRA. The FCS may apply in the event that a general insurance company becomes insolvent. If the FCS applies, a person who is entitled to make a claim under this policy may be entitled to a payment under the FCS. Access to the FCS is subject to eligibility criteria. You may obtain further information about the FCS from and the APRA hotline on 1300 55 88 49.

Our agreement with you

This policy is underwritten by XL Insurance Company SE, Australia branch (ABN 36 083 570 441). XL Insurance Company SE is part of AXA XL, a division of AXA. This policy is an agreement between you and us, made up of:

  • your application for insurance; and

  • this Combined Financial Services Guide and Product Disclosure Statement; and

  • your Certificate of Insurance, which sets out the cover you’ve chosen and any terms specific to you; and

  • any other documentation we issue to you outlining terms and conditions of your cover.

The cover under this policy is provided during the period of insurance, once you’ve paid us your premium. There are also:

  • conditions and exclusions which apply to specific covers or sections;

  • General exclusions”, which apply to any claim you make;

  • general conditions, which set out your responsibilities under this policy;

  • Claims conditions”, which set out our rights and your responsibilities when you make a claim; and

  • other terms which set out how this policy operates.

Paying your premium

You must pay your premium (which includes commission, stamp duty and GST if applicable) at the time you take out this policy.

Your premium is set out on your Certificate of Insurance. If you did not pay your premium at the time you took out this policy, then we will treat this policy as never having operated and there’ll be no cover.


An excess is an amount you must pay once for each claim you make, except for benefit sections which state: “No excess applies to claims under this benefit”. The excess is deducted from any claim payment we make to you. If you make more than one claim under your policy, the excess will apply to each claim which arises from each separate set of circumstances.

When you apply for insurance, we will let you know the applicable premium you have to pay, and your excess will be shown on your Certificate of Insurance. Depending on your plan, you may vary your excess. Refer to the section “Variable excess option” under “Additional options to purchase”.

How much we’ll pay

The most we’ll pay for a claim is the applicable limit set out in the “Schedule of benefits” for the plan you have purchased and for the cover or section you’re claiming under, less any excess and depreciation, where applicable. For more information about excesses, refer to the section “Excesses”; for more information on depreciation, refer to the “Luggage and personal effects” section which explains how we calculate depreciation.

When does