Credit Card
Insurances
Product Disclosure Statement and
Information Booklet
Eective 7 February 2024
32
Contents
Welcome ................................................................................................. 3
Things you need to understand .................................................................. 3-13
Steps to access the Overseas Travel Policy .................................................... 4
Contact details ..................................................................................... back cover
How to make a claim ............................................................................................ 5
Helpful tips ...........................................................................................................12
Important Information .................................................................14-41
Who issues and insures this product? ............................................................14
Duty to take reasonable care not to make a misrepresentation ...............14
Policy conditions .................................................................................................16
Words with special meaning ............................................................................27
General exclusions ..............................................................................................35
Overseas Travel Policy ..................................................................42-61
Upgrades
........................................................................................62-71
Overseas Travel Policy for people aged 80 or over Upgrade .....................62
Existing medical conditions .............................................................................63
Extension of period of cover .............................................................................64
Increased rental vehicle insurance excess .....................................................64
Adventure Plus ....................................................................................................64
Motorcycle/Motorscooter/Quadbike Plus .....................................................65
Snow Extras .........................................................................................................66
Cruise Extras ........................................................................................................71
Other Insurances ...........................................................................74-82
Interstate Flight Inconvenience .......................................................................75
Price Guarantee ...................................................................................................78
Purchase Security ...............................................................................................79
Extended Warranty .............................................................................................80
General Information ......................................................................84-89
General Insurance Code of Practice ................................................................84
Financial Claims Scheme ..................................................................................84
We respect your privacy.....................................................................................84
Complaints and disputes resolution process .............................................87
About the Group Policy .....................................................................................88
Cancelling your policy ......................................................................................89
Change of terms and conditions ...................................................................89
Welcome
This is an important document. You should read it carefully to
confirm what you need to do to be eligible for the insurances
and before making a decision in relation to the credit card
insurances explained in it.
It will help you decide whether the insurance will meet your
needs and you can use it to compare with other options you
may be considering.
Any recommendation or opinion in this document is of a general
nature only. It does not take into account your objectives,
financial situation or needs. You need to decide if the insurance
is right for you.
This booklet contains important information about the insurer,
Zurich Australian Insurance Limited (ZAIL), ABN 13 000 296 640,
AFS Licence Number 232507 (referred to as “we, our and us” in
relation to the insurance), its agent Cover-More Insurance Services
Pty Ltd ABN 95 003 114 145, AFSL 241713 (Cover-More) as
well as the Commonwealth Bank and other relevant persons.
The Commonwealth Bank is not the insurer of the insurance
referred to in this booklet. It and any of its related corporations
do not guarantee, and are not liable to pay, any of the benefits
under these covers.
Things you need to understand
• The Included Cover is available to cardholders, who meet
the specified eligibility criteria for the covers, under a
Group Policy entered into by the Commonwealth Bank
with us, not with you. See pages 88-89 for details of
this arrangement.
• The Overseas Travel Policy and Upgrades is overseas
travel insurance available to cardholders who meet the
specified eligibility criteria for the covers and is a contract
of insurance between us and you.
• Terms, conditions, limits and sub-limits apply – that is why it
is important you read this booklet carefully.
• Exclusions apply to restrict, limit and/or exclude cover.
Read the General exclusions on pages 35-41 and
the exclusions under each benefit section carefully to see
what we don’t cover. Please note there is limited cover for
COVID-19. For example, there is no cover for claims arising
from, or related to, COVID-19 whilst travelling on a cruise.
• Cover is only provided during the period of cover – which
diers for each type of cover.
• Certain words have special meanings and are shown in bold.
See Words with special meaning, pages 27-35.
For example you, your or yourself means any of the following
if they are eligible for the cover:
• The cardholder
• The cardholder’s family.
54
Overseas Travel Policy
Steps to access the Overseas Travel Policy
To access the Overseas Travel Policy, you must complete the
following steps.
Step one ...
meet the spend
requirement
Use your eligible credit card to spend at least $500 in
a single transaction on your prepaid travel costs (e.g.
the cost of your return overseas travel ticket, prepaid
accommodation, cruise, travel or tour) by charging the
cost for that trip on your eligible credit card account
before leaving Australia.
You will also qualify if the $500 worth of prepaid travel
costs is redeemed using CommBank Awards points.
Step two ...
activate cover
confirming your period of cover, policy number and a copy
of this booklet.
If you have existing medical conditions, or are aged 80
or over you also need to follow step three to get the full
benefits of this cover.
Activate on NetBank or the CommBank app, or call
Cover-More on 1300 467 951 8am - 5pm Mon - Fri and
9am - 4pm Sat (Sydney/Melbourne time).
Cover-M
ore. We
will email you a Certificate of Insurance
Activate on N
etBank or the CommBank app, or call
If you activate after you have left Australia
If you spent at least $500 in a single transaction on prepaid
travel costs for that trip on your eligible credit card before
leaving Australia but activate after you have left Australia,
there will be a 3 day no cover period before you can receive the
Overseas Travel Policy benefits.
Step three ...
Upgrades
existing medical conditions, want to do more adventurous
activities or want extras for skiing or cruising, or if you’re
aged 80 or over. A premium applies.
Travel insurance is subject to eligibility criteria specified
in this bookle
t.
Apply for cover with our range of Upgrades if you have
How to make a claim
Visit commbank.com.au/cbatravelclaims
Follow the prompts to complete your claim and the checklist to
gather the supporting documents you need to submit with it.
Submit the claim online
Upload your scanned supporting documents when submitting
the claim online, or
If you are unable to upload documents, still submit the claim
online, but post the documents to us. We will give you a claim
number to note on the original supporting documents.
Card Insurances
C/o Cover-More
PO Box 2027
North Sydney NSW 2059
Australia
We need original supporting documents, so if you are uploading
your documents, please hold on to them as we may request
them. If you are posting them, keep a copy.
Check that the amount you want to claim is higher than
any
excess applicable to your claim
76
Overseas Travel Policy
These benefits are available to cardholders, but only where they
complete the 2-step process to ‘activate’ an Overseas Travel
Policy with us for each journey.
People aged 80 or over, or people with existing medical
conditions (not automatically accepted on pages 22-24),
must follow the activation process for an Overseas Travel Policy
and apply for cover under Upgrades for cover under Benefits 1,
2, 4 & 5. See pages 62-63 for details.
There is no extra cost for this cover and it applies to a journey
commencing within 12 months of activation. I.e. Cardholders
can activate a maximum of 12 months before the journey
departure date. An additional cost is payable for Upgrades.
A cardholder’s family will also be eligible for this cover if they
travel with the cardholder for the entire journey.
The cover applies for the maximum duration shown in the table
below, for an overseas journey commencing from the departure
date shown on the cardholder’s return overseas travel ticket.
These benefits are automatically provided to cardholders.
LImits, terms and conditions apply (for example there is no
cover for existing medical conditions).
Overseas Travel Policy Benefits Table Gold & Platinum Diamond,
Smart & Ultimate
Maximum duration per journey (from the departure date
shown on cardholder’s return overseas travel ticket)
3 months
#
12 months
#
Benefits
Excess
applies
For Benefits 1-3, limits are the combined limit for a cardholder and
their family per journey and not per person unless specified.
For Benefits 4-15, maximum limits (per journey all claims combined).
Sub-limits apply. See pages 43-61.
cardholder
only
cardholder with
family
cardholder
only
cardholder
with family
1
Overseas Emergency Medical
Assistance~
No Unlimited Unlimited Unlimited Unlimited
2
Overseas Emergency Medical and
Hospital Expenses~
Yes $500
$Unlimited $Unlimited $Unlimited $Unlimited
– Hospital Incidentals
$7,500
($75 per 24
hours)
$7,500
($75 per 24 hours)
$10,000
($100 per 24
hours)
$10,000
($100 per 24 hours)
– Emergency Dental Expenses
$1,500
per person
$1,500
per person
$1,500
per person
$1,500
per person
3 Personal Liability No $2,500,000 $2,500,000 $2,500,000 $2,500,000
4
Overseas Funeral or Cremation, or Body
Repatriation
No $12,500 $25,000 $12,500 $25,000
5
^
Cancellation Costs Yes $500 $5,000 $10,000 $Unlimited $Unlimited
6 Resumption of Journey Yes $500 $5,000 $10,000 $5,000 $10,000
(continued over the page)
~ Medical and dental cover and assistance will not exceed 12
months from onset of the illness or injury.
^Sub-limits apply.
The excess amount will be on your Certificate of Insurance.
Extension o
f period of cover on page64 for details.
journey shown in this table, you may apply for an Upgrade – see
your journey) according to the type of card you hold. If you
intend to be travelling longer than the maximum duration per
#
The maximum period of cover (from the commencement of
98
Overseas Travel Policy Benefits Table (continued) Gold & Platinum Diamond, Smart & Ultimate
Benefits
Excess
applies
For Benefits 4-15, maximum limits (per journey all claims combined).
Sub-limits apply. See pages 43-61.
cardholder
only
cardholder with
family
cardholder
only
cardholder
with family
7 Accidental Death No $25,000
$25,000
cardholder
$25,000 spouse
$5,000 child
$50,000
$50,000
cardholder
$25,000 spouse
$5,000 child
8^
Loss of Income No $7,500 $7,500 $7,500 $7,500
9
Travel Documents, Transaction Cards,
Travellers Cheques and Cash
No $500 $1,000 $500 $1,000
10
^
Baggage and Personal Goods Yes $500 $10,000 $20,000 $15,000 $30,000
11^ Baggage Delay Expenses No $500 $1,000 $500 $1,000
12^ Travel Delay Expenses No $650 $1,300 $650 $1,300
13 Alternative Transport Expenses Yes $500 $3,500 $3,500 $3,500 $3,500
14 Rental Vehicle Insurance Excess No $2,250 $2,250 $2,250 $2,250
15
^
Hijack and Kidnap No $5,000 $5,000 $5,000 $5,000
^Sub-limits apply.
The excess amount will be on your Certificate of Insurance.
1110
Upgrades
When a cardholder completes the 2 steps to access the
Overseas Travel Policy for their journey, they can apply for
Upgrade(s):
• Covers for people aged 80 or over
• Existing medical conditions
• Extension of period of cover
• Increased rental vehicle insurance excess
• Adventure Plus – Participation in certain adventure activities
• Motorcycle/Motorscooter/Quadbike Plus
• Snow Extras
• Cruise Extras
Some of these Upgrades extend cover under the Overseas
Travel Policy that would otherwise be excluded e.g. existing
medical conditions, adventure activities and motorcycling.
Upgrades that give additional benefits are in the table below.
A premium is payable to us for each Upgrade you apply for and
that we agree to.
Upgrades Benefits Table Gold,
Platinum, Diamond, Smart & Ultimate
Benefits
Excess
applies
cardholder only cardholder with family
Maximum limits (per journey all claims combined)
Sub-limits apply. See pages 66-73.
Snow Extras
16.1
^
Your Snow Sport Equipment
Yes
$500
$2,000 $4,000
17.2 Snow Sport Equipment Hire
Yes
$500
$2,000 $4,000
16.3 Snow Sport Package
Yes
$500
$1,250 $2,000
16.4
^
Piste Closure
Yes
$500
$1,250
($100 per 24 hour period)
$2,000
($100 per 24 hour period)
16.5 Bad Weather and Avalanche Closure
Yes
$500
$1,250 $2,000
16.6
Snow Skiing/Boarding O-piste and
Heli-skiing/Boarding
You can participate in these activities with Snow Extras
Cruise Extras
17.1
^
Cabin Confinement No
$500
($50 per 24 hour period)
$1,000
($50 per 24 hour period)
17.2 Prepaid Shore Excursion Cancellation
Yes
$500
$1,250 $2,000
17.3 Formal Wear Damaged, Lost or Stolen
Yes
$500
$1,250 $2,000
17.4 Delayed Formal Wear No $250 $500
17.5
^
Marine Rescue Diversion No
$500
($100 per 24 hour period)
$1,000
($100 per 24 hour period)
^Sub-limits apply.
The excess amount will be on your Certificate of Insurance.
1312
Helpful tips
Safety of your belongings
• Keep valuables with you rather than checking them in with
the transport provider as they are not covered by us when
checked-in (unless security regulations meant you were
forced to check them in).
• Items left unattended in any motor vehicle (for example, a
car, campervan or motorhome) or towed land vehicle during
daylight hours are not covered, unless they are stored in
the concealed storage compartment of the locked motor
vehicle or towed land vehicle and forced entry was gained. A
maximum of $2,500 in total applies.
• Don’t leave items unattended in ANY motor vehicle or towed
land vehicle overnight, as they’re not covered.
• Do not leave your belongings unattended in a public place.
Unattended belongings are not covered by us.
• Remember to check for your items. We do not cover items
left behind in any accommodation after you have checked
out, left behind in any aircraft, ship, train, tram, taxi or bus,
or left behind, forgotten, misplaced or walked away from in a
public place.
• Report any loss or theft to the police within 7 days of when
you first become aware of the incident, as a police report
is required so we can validate that the incident occurred.
Also, your belongings may have been handed in and may be
recovered or the police may have a chance to follow up an
alleged crime.
• Additionally, we require the relevant report from the related
party. For example, an Airline Property Irregularity Report
(PIR) is also required if your items were lost or stolen when
travelling with an airline.
• If you are unable to provide us with a copy of the relevant
report, you must provide us with a reasonable explanation
and details of the time and place you made the report,
including their contact details.
Cruising in Australian waters
Cover is included under Overseas Medical, Benefit 2: Overseas
Emergency Medical and Hospital Expenses if you are travelling
on a domestic cruise in Australian waters.
When you complete the steps to access the Overseas Travel
Policy, for a domestic cruise, not part of an international
journey, please choose ‘Pacific’ as your destination.
Please note: There is no cover for claims arising from, or
related to, COVID-19 whilst travelling on a cruise.
Reciprocal Healthcare Agreement
The Australian Government and the governments of certain
countries have an agreement where Australian residents are
provided with subsidised essential medical treatment (which,
in turn, minimises your claim with us). The agreement is known
as a Reciprocal Healthcare Agreement (RHA). Please visit
humanservices.gov.au/medicare or dfat.gov.au for details of
RHAs with Australia.
1514
Important Information
Who issues and insures these products?
Cover-More
These products are issued by Cover-More on behalf of the
insurer. Cover-More administers the products (including
customer service, medical assessments and claims
management) and arranges the issue of the insurance to:
• the Commonwealth Bank who then provides the cardholder
with the Included Cover under the Group Policy, or
• you directly for the Overseas Travel Policy and Upgrades.
Zurich Australian Insurance Limited
ZAIL is the insurer and is part of the Zurich Insurance Group, a
leading multi-line insurer that serves its customers in global and
local markets. Zurich provides a wide range of general insurance
and life insurance products and services in more than 210
countries and territories. Zurich’s customers include individuals,
small businesses, and mid-sized and large companies, including
multinational corporations. ZAIL’s contact details are:
Zurich Australian Insurance Limited
PO Box 677, North Sydney NSW 2059
Duty to take reasonable care not to make
a misrepresentation
This is a consumer insurance contract under the Insurance
Contracts Act 1984 (Cth) (Act).
Under the Act, you have a duty to take reasonable care not to
make a misrepresentation to us.
This duty applies whenever you enter into, renew, extend or vary
this contract of insurance. In all cases, we will ask you questions
that are relevant to our decision to insure you and on what
terms.
It is important that you understand you are answering our
questions in this way for Yourself and anyone else that you want
to be covered by the contract.
When you answer the questions you must give a true and
accurate account of matters. Your response should tell us
everything that you know about the question because your
response is relevant to whether we oer you insurance and the
terms we oer you.
A misrepresentation made fraudulently is made in breach of the
duty to take reasonable care not to make a misrepresentation.
Circumstances relevant to your duty
Whether or not you took reasonable care not to make a
misrepresentation will be determined with regard to all the
relevant circumstances.
If we know, or ought to know about your particular
characteristics or circumstances, we will consider these
to determine if you took reasonable care not to make a
misrepresentation to us.
We may consider the following matters to determine if you took
reasonable care not to make a misrepresentation to us:
• the type of consumer insurance contract in question, and its
target market
• explanatory material or publicity produced or authorised by
us
• how clear, and how specific, the questions we asked were
• how clearly we communicated to you the importance of
answering those questions and the possible consequences
of failing to do so
• whether or not an agent/insurance broker was acting for
you, or
• whether the contract was a new contract or was being
renewed, extended, varied or reinstated.
You are not to be taken to have made a misrepresentation
merely because you:
• failed to answer a question, or
• gave an obviously incomplete or irrelevant answer to a
question.
Consequences if you fail to take reasonable care and do
make a misrepresentation
If you do not take reasonable care when answering our
questions and the result is you do make a misrepresentation to
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 take reasonable care not to make a
misrepresentation to us is fraudulent, we may refuse to pay a
claim and treat the contract as if it never existed.
1716
Policy conditions
1. Excess – what you contribute to your claim
The excess is the first amount of a claim that we will not pay
for. It is deducted from your claim if it is approved by us. The
excess applies per event i.e. If you fall over and need medical
treatment, and smashed your smart phone in the fall, the
excess will be deducted once.
For the Overseas Travel Policy, and for any Upgrade, the
benefits that the excess applies to are shown in the benefits
tables pages 8-11. The excess amount will be shown on your
Certificate of Insurance.
Claim example: If you made a claim for $2,500 under Benefit2:
Overseas Emergency Medical and Hospital Expenses, you
completed the steps to access the Overseas Travel Policy, you
already paid the expenses and we approve your claim, we would
deduct the $500 excess from the claim before we paid you. If, via
our emergency assistance team, we approved a claim directly with
an overseas medical provider, we may ask you to pay the $500
excess directly to the provider at the time or request you to pay it to
us before we can finalise your claim with the provider. In any event,
the total claim we pay is $2,000.
For Other Insurances – the amount and covers that an excess
applies to are:
• Purchase Security – you must pay the first $100 for each claim
• Extended Warranty – you must pay the first $100 for each claim,
and
• Interstate Flight Inconvenience – you must pay the first
$250 for each claim made under Benefits 2 and 4.
In some circumstances, prior to your entry into the policy or
when you apply for cover for your existing medical conditions
and you have an Upgrade, whichever occurs later, we may
impose an extra or increased excess for claims arising from
existing medical conditions. We will inform you in writing if this
applies: These will be set out in your Certificate of Insurance or
in a letter from our medical assessment team.
2. Claims
• You must report the theft, wilful damage or accidental loss of
your business items/property/personal goods/valuables to
the police, the transport provider or accommodation provider
as relevant within 7 days of you first becoming aware of
the loss or theft. You should obtain a report confirming the
incident to submit to us with your claim.
• You must take all reasonable steps to prevent or
minimise a claim. This includes taking adequate and
reasonable precautions to protect your business items/
property/personal goods.
• You must not make any oer, promise of payment, or admit
any liability without our written consent.
• You must advise us of any claim, or occurrence that may give
rise to a claim, as soon as possible and within 60 days of the
event or of returning home whichever is the latest.
• For Price Guarantee claims, you must advise us and claim
within 30 days of purchase of the item that is the subject of
the claim.
• If there is a delay in claim notification, or you do not provide
sucient detail for us to consider your claim, we can reduce
any claim payable by the amount of prejudice we have
suered because of the delay.
• You must, at your own expense, supply any documents
in support of your claim that we may request. This can
include proof of your residential status and age, proof you
are eligible for insurance cover (e.g. your eligible credit
card account statement and credit card receipt to confirm
your eligibility for the insurance), an original police report,
a Property Irregularity Report (PIR), travel documents,
receipts, valuations, a repair quote, a death certificate and/or
medical certificate. If required we may ask you to translate
into English any documents to enable us to assess your
claim.
• For claims relating to a mobile phone or device with phone
capabilities you must supply us with the IMEI (International
Mobile Equipment Identity). You must also block the IMEI
number (by Australian telecommunication providers) of the
stolen or lost mobile phone or device.
• You must co-operate fully in the assessment or investigation
of your claim.
• If you need to make a claim please make sure you can
provide us with:
• any current Certificate of Insurance you hold for the trip
• documents we need to verify your eligibility for this
cover, such as
• copies of your eligible credit card account statement,
and
• credit card receipt that shows you used your eligible
card to spend at least $500 in a single transaction on
your prepaid travel costs before leaving Australia and/
or a copy of the letter/statement/email confirming the
redemption of your CommBank Awards points through
the CommBank Awards Program in full or part payment
for your return overseas travel ticket(s) (including the
spend of at least $500 worth of prepaid travel costs is
redeemed using CommBank Awards points).
1918
If you want to make a claim under the covers provided in the
Overseas Travel Policy while overseas, you acknowledge
and agree it may be necessary for the Commonwealth
Bank or its agents to confirm to us or our agents that you
are eligible for the cover as previously outlined. Without
this information, a claim may be delayed and it may not be
possible for us or our agents to give approval for overseas
medical attention. Where, at our discretion, we honour a
claim on the basis that you will, at a later date, provide proof
to substantiate the claim and you are later unable to do
so, you will be liable for any loss we have incurred on your
behalf.
• When making a claim, you are responsible for assisting
us and acting in an honest and truthful manner. If you,
or anyone acting on your behalf, use fraudulent, false or
exaggerated means to make a claim under this policy, we
may not pay the claim in whole or in part. You acknowledge
and agree that we may inform the Commonwealth Bank of
the situation and you may no longer be eligible for any (or
all) of the covers in this booklet or your credit card facility.
We may also report you to the appropriate authorities and
you may be prosecuted.
• If we agreed to pay a claim under your policy we will base any
claim payment on the Goods and Services Tax (GST) inclusive
costs (up to the relevant limits of liability). If you are entitled
to claim an input tax credit in respect of a cost for which a
claim is made, or would be entitled to an input tax credit if
you were to incur the relevant cost (i.e. in replacing a lost
or stolen item), the amount we would otherwise pay will be
reduced by the amount of that input tax credit.
• If you are entitled to claim an input tax credit in respect of
your premium, you must inform us of the amount of that
input tax credit (as a percentage) at the time you first make
a claim. If you fail to do so, you may have a liability for GST
if we pay you an amount in respect of any of the covers
provided.
3. Claims are payable in Australian dollars
All claims and amounts payable are paid in Australian dollars at
the rate of exchange applicable at the time the expenses were
incurred. We will pay you unless you tell us to pay someone else,
except in the case of your death in which case we will pay your
estate. Payment will be made by direct credit to an Australian
bank account nominated by you unless otherwise agreed by us.
4. If you can claim from anyone else, we will only make
up the dierence
In the case that policy condition 6. Other insurance (following)
does not apply, if you can make a claim against someone in
relation to a loss or expense in respect of any of the covers
provided and they do not pay you the full amount of your claim,
we will make up the dierence. You must claim from them first.
5. You must help us to make any recoveries
We have the right to recover, from any other party in your
name, money payable under the policy or to choose to defend
any action brought against you. You must provide reasonable
assistance to us.
We will apply any money we recover from someone else under a
right of subrogation in the following order:
1. To us, our costs (administration and legal) arising from the
recovery
2. To us, an amount equal to the amount that we paid to you in
respect of any of the covers provided
3. To you, your uninsured loss (less your excess)
4. To you, your excess.
Once we pay your total loss, we will keep all money left over.
If we have paid your total loss and you receive a payment from
someone else for that loss or damage, you must pay us the
amount of that payment up to the amount of the claim we paid
you.
If we pay you for lost or damaged property and you later recover
the property or it is replaced by a third party, you must pay us
the amount of the claim we paid you.
6. Other insurance
If you are insured, or entitled to receive a benefit or make a
claim, under any other insurance policy in respect of the same
loss as your claim under our covers, then:
•
you must give us full details of the other insurance policy,
• to the extent permitted by law, we will not be liable to
provide indemnity until the indemnity amount under any
other policy is exhausted, or
• we may seek, from the other insurer, contribution for any
amounts we have paid.
7. Subrogation
We may, at our discretion, undertake in your name and on
your behalf, control and settlement of proceedings for our own
benefit to recover compensation or secure indemnity from any
party in respect of any of the covers provided.
You are to assist us and give us permission to do everything
required to recover compensation or secure indemnity from
other parties, to which we may become entitled or subrogated,
upon us accepting your claim in respect of any of the covers
provided. This is regardless of whether we have yet paid your
claim, whether or not the amount we pay you is less than full
compensation for your loss or whether your claim is paid under
a non-indemnity or an indemnity clause.
2120
8. Policy interpretation
All insurance covers will be interpreted in accordance with the
law of New South Wales, Australia.
9. Emergency assistance
Where your claim is excluded or falls outside the coverage
provided, the giving of emergency assistance will not in itself be
an admission of liability.
Medical standards, sanitary conditions, reliability of telephone
systems and facilities for urgent medical evacuations dier
from country to country. Responsibility for any loss, medical
complication or death resulting from any factor reasonably
beyond our control cannot be accepted by our emergency
assistance, the Commonwealth Bank, Cover-More or us.
If your trip involves travel to a country or part of the country
the Australian Government on the smartraveller.gov.au website
advises travellers to “Reconsider your need to travel” or “Do
not travel”, and you choose to continue with your trip, you
should understand that we may not be able to provide you
with emergency assistance there because the current situation
(which is the subject of the warning) in that country or part
of the country may limit our ability to do so. For example, in a
case where you travel to a war zone the airspace may be closed
which may prevent us from arranging emergency repatriation
for a covered claim. This condition applies regardless of whether
your claim relates to the warning.
10. Sanctions
Notwithstanding any other terms, we shall not be deemed to
provide cover or make any payments or provide any service or
benefit to any person or other party to the extent that such
cover, payment, service, benefit and/or any business or activity
of the person would violate any applicable trade or economic
sanctions law or regulation.
11. Maximum period of cover – extending your journey
You are only covered for incidents that occur in the period of
cover.
If you find that your return to Australia has been delayed
because of one or more of the following reasons, and you
return home as soon as possible, your period of cover may be
automatically extended at no extra cost provided:
• your scheduled transport back to Australia is delayed for
reasons beyond your control, or
• the delay is due to an event for which you can claim.
If, for any other reason, other than as stated above, your
overseas travel is for a period longer than the period of cover,
you will not be covered after the end of that period of cover
unless the cardholder has successfully applied for an Upgrade.
The cardholder will need to complete the 2 steps to activate
the Overseas Travel Policy and then apply for the Extension of
period of cover Upgrade. See page64 for details. For each
journey you can only activate one Overseas Travel Policy.
12. Special conditions and restrictions that apply for
people aged 80 or over
The following benefits are not available to people who are aged
80 or over at the relevant time:
• Benefit 1: Overseas Emergency Medical Assistance
• Benefit 2: Overseas Emergency Medical and Hospital
Expenses
• Benefit 4: Overseas Funeral or Cremation, or Body
Repatriation
• Benefit 5: Cancellation Costs (where the cause of the claim
is the death, injury, sickness or disease of a cardholder or
spouse)
However, the cardholder may be able to include cover under
the above benefits (including for their spouse, if applicable) by
completing the 2 steps to access the Overseas Travel Policy
and by applying for the Overseas Travel Policy for people aged
80 or over Upgrade.
If we accept the application for the Overseas Travel Policy for
people aged 80 or over Upgrade, the cardholder will need to pay
us an extra premium. See page 62 for details.
13. Existing medical conditions for persons aged 79
years and under
Cover is not provided for existing medical conditions, except
for those automatically accepted as described on pages
22-24, or where you have purchased the Existing medical
conditions Upgrade.
If you have an existing medical condition that is not covered,
we will not pay any claims which in any way relate to, or are
exacerbated by, that condition. This means that you will have
to pay for any overseas medical emergency and any associated
costs, which can be prohibitive in some countries.
2322
14. Automatically accepted existing medical conditions
We automatically accept cover for an existing medical
condition shown in the tables following, provided:
• in the 12 months prior to the relevant time, you have not
been hospitalised (including day surgery or emergency
department attendance) for that condition,
• prior to the relevant time, you have not had surgery involving
any joints, the back, spine, brain or abdomen requiring at
least an overnight stay in hospital for that condition, and
• your condition meets any criteria shown for that condition.
Conditions
Acne Eczema
ADHD (Attention Deficit
Hyperactivity Disorder)
Gastric Reflux (GORD)
Bunions Glaucoma
Carpal Tunnel Syndrome Gout
Cataracts Hay Fever
Cleft Palate Hormone Replacement
Therapy
Cochlear Implant Hypothyroidism including
Hashimoto’s Disease
Coeliac Disease Lipoma
Congenital Adrenal
Hyperplasia
Macular Degeneration
Congenital Blindness Meniere’s Disease
Congenital Deafness Rhinitis
Conjunctivitis Rosacea
Dengue Fever Sinusitis
Dry Eye Syndrome Tinnitus
Dupuytrens Contracture
Condition Criteria
Anxiety Provided:
• you have not been diagnosed with
Depression in the last 3 years
• in the last 12 months, your prescribed
medication hasn’t changed
• you are not currently waiting to
see a mental health clinician (e.g.
psychologist or psychiatrist), and
• you have not previously been required
to cancel or curtail your travel plans
due to your Anxiety.
Asthma Provided you:
• are under 60 years of age
• have not smoked for at least the last
18 months
• do not need prescribed oxygen outside
of a hospital, and
• have no other lung condition or disease
including Chronic Bronchitis, Chronic
Obstructive Pulmonary Disease
(COPD), Emphysema or Pulmonary
Fibrosis.
*Diabetes
(type 1 or type
2) or glucose
intolerance
Provided:
• First diagnosed more than 6 months
ago
• No complications in last 12 months
• No kidney, eye or neuropathy
complications, and
• No cardiovascular disease.
Depression Provided:
• you have not been hospitalised for this
condition in the last 2 years
• in the last 12 months, your prescribed
medication hasn’t changed
• you are not currently waiting to
see a mental health clinician (e.g.
psychologist or psychiatrist), and
• you have not previously been required
to cancel or curtail your travel plans
due to your Depression.
Ear Grommets Provided no current infection
Hiatus Hernia Provided no surgery is planned
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Condition Criteria
*Hypercholes-
terolaemia
(High
Cholesterol)
Provided no cardiovascular disease and/or
no diabetes
*Hyperlipi-
daemia
(High Blood
Lipids)
Provided no cardiovascular disease and/or
no diabetes
*Hypertension
(High
BloodPressure)
Provided no cardiovascular disease and/or
no diabetes
Pregnancy If it is a single, uncomplicated pregnancy
– cover up to the 24th week i.e. up to 23
weeks, 6 days provided:
• the conception was not medically
assisted e.g. using assisted fertility
treatment including hormone therapies
or in vitro fertilisation (IVF).
*These conditions are risk factors for cardiovascular disease. If
you have a history of cardiovascular disease, and it is an existing
medical condition, cover for these conditions are also excluded.
If your existing medical condition is not automatically
accepted
If your existing medical condition is not automatically accepted
above we will not provide any cover for any claims which in any
way relate to, or are exacerbated by, that condition.
If you want to take cover for existing medical condition(s), you
will need to apply for an Existing medical conditions Upgrade.
See page 63. If we accept your application for cover of
existing medical conditions, an extra premium is payable to us.
15. Medical conditions that are undiagnosed or
awaiting specialist opinion
We are unable to oer cover for medical conditions you were
aware of, or a person in your circumstances reasonably should
have been aware of, or arising from signs or symptoms* that
you were aware of or a person in your circumstances reasonably
should have been aware of, at or before the relevant time, and
for which at that time:
• you had not yet sought a medical opinion regarding the cause
• you were currently under investigation to define a diagnosis,
or
• you were awaiting specialist opinion.
You will still be eligible for the other benefits provided by the
Overseas Travel Policy, and you may apply for cover for other
existing medical conditions. There will be no cover for claims
which in any way relate to, or are exacerbated by, any existing
medical condition or any condition where the points listed
above apply.
If you receive a diagnosis before you depart on your journey,
you may be able to complete a health assessment and, if
approved, add existing medical condition cover to your policy
by paying us the required premium.
*Examples of signs or symptoms include, but are not limited to,
chest pain, shortness of breath, pain or discomfort in any part of
your body, persistent cough or unexplained bleeding.
16. Medical and hospital cover in Australia
We will not pay any benefit or provide cover if the provision of
a payment, benefit or cover would result in us contravening the
Health Insurance Act 1973 (Cth), the Private Health Insurance
Act 2007 (Cth) or the National Health Act 1953 (Cth) or any
applicable legislation (whether in Australia or not).
For the purposes of this cover:
• travel from Tasmania or mainland Australia to Norfolk
Island, Christmas Island, Lord Howe Island or Cocos Island
is considered overseas travel. It will be covered under the
Overseas Travel Policy and Upgrades however, there is no
cover for medical transfers/evacuations, or medical and
hospital expenses, and
• travel from Norfolk Island, Christmas Island, Lord Howe
Island or Cocos Island to Tasmania or mainland Australia
is considered overseas travel and will be covered under the
Overseas Travel Policy and Upgrades however, there is no
cover for medical transfers/evacuations, or medical and
hospital expenses.
17. Automatically included activities
• Ballooning • Parasailing
• Bungy Jumping • Riding a motorcycle or
• Flying Fox motorscooter up to 50cc
• Horse Riding • Scuba diving to a depth of 30 metres
• Jet Boating • Snorkelling
• Jet Skiing • Snow skiing/boarding on-piste
• Kayaking • White Water Rafting
Your participation in any of the activities listed above is subject
to the terms of cover. There is no cover for these activities if
racing, or participating in a professional capacity. There is no
personal liability cover for use or ownership of waterborne craft or
mechanically-propelled vehicles. Conditions apply to scuba diving
and to riding a motorcycle/motorscooter/quadbike. See exclusion
29 and 35 respectively on pages 40-41.
2726
18. About your premium – Upgrades
You will be told the premium payable for your cover when you
apply for an Upgrade. We calculate your premium by taking into
account many factors, including your destination(s), length of
journey, the number of persons and their ages to be covered
under the policy. The amount of any excess and cover for
approved existing medical conditions is also included in this
calculation, as are any relevant government charges, taxes or
levies (such as stamp duty or GST) in relation to your Upgrade.
These amounts are included in the total amount payable by you
as shown on your Certificate of Insurance.
19. Cooling-o period – Upgrades
Even after you have obtained your Certificate of Insurance
confirming your Upgrade, you have cooling-o rights.
If you decide that you do not want your Upgrade, you may
cancel it within 21 days after you are issued your Certificate of
Insurance. You will be given a full refund of the premium you
paid, provided you have not started your journey or you do not
want to make a claim. After the cooling-o period ends, you still
have the right to cancel your Upgrade. However, we may deduct
some costs from any refund, as set out under Cancelling your
policy on page 89.
Words with special meaning
In this booklet words in bold have the meanings shown below.
The use of the singular shall also include the use of the plural
and vice versa.
accompanied child/children means at the time eligibility for
cover is satisfied:
• all unmarried children, up to and including 18 years of age,
who the cardholder has sole custody of and who live with
the cardholder
• all unmarried children, up to and including 18 years of age,
of whom the cardholder has shared custody
• all unmarried children, from 19 years of age up to and
including 21 years of age, who are full-time students
attending an accredited institution of higher learning in
Australia and who the cardholder has/had sole or shared
custody, and who are dependent upon the cardholder for
their maintenance and financial support, or
• all unmarried persons who are physically or mentally
incapable of self-support who the cardholder has custody of
and who live with the cardholder.
However, accompanied child/children never means an infant
born on the journey.
act of terrorism means any act by a person, alone or with an
organisation or foreign government, who:
a. uses or threatens force or violence
b. aims to create public fear, or
c. aims to resist or influence a government, or has ideological,
religious, ethnic or similar aims.
additional means the cost of accommodation or transport (and
meals where mentioned) you actually use less the cost of the
accommodation or transport (and meals where mentioned) you
expected to use had the journey proceeded as planned.
Australia means the area enclosed by the territorial waters of
the Commonwealth of Australia (including Norfolk Island) where
Medicare benefits are payable. Australian has a corresponding
meaning.
2928
business items and personal goods
a. business items
Cover applies to eligible business Gold and business Platinum
cardholders and means new business property acquired for
your business use, except items with an original purchase price
over $3,000
b. personal goods
means new personal property acquired for personal, domestic
or household use and valuables (except to the extent otherwise
specified as being excluded), but does not include:
• furniture, furnishings or household appliances (unless
covered under Extended Warranty Insurance)
• items with an original purchase price over $10,000
for Gold or Platinum cardholders, over $20,000 for
Diamond cardholders or over $20,000 for Smart
Awards or Ultimate Awards cardholders, and
• for Purchase Security Insurance, items purchased
by instalment (e.g. mobile phones) prior to the final
payment being made.
c. Items not considered business items or personal goods are:
• items acquired for the purpose of re-supply/re-sale
• items acquired to undergo transformation in a business
• computer software, or information stored on any
electronic device or other media, including digital
photos, downloaded files, electronic applications,
programmed data or non-tangible items
• bullion, cash, collections such as stamps, coins and
cards, lottery tickets or other gambling-related items,
negotiable instruments, securities, manuscripts or books
of account, trading cards, tickets of any description or
travellers cheques
• consumable or perishable items (including but not
limited to drugs, food, fuel or oil), animals or plant
material
• airplanes, automobiles, boats, motorboats or any other
motorised vehicles and their integral parts and installed
accessories
• second-hand items, including antiques
• items of contraband, and
• real estate and movable fixtures or fittings (including
but not limited to dishwashers and fixed air
conditioners) that form, or are intended to form, part of
any home, oce or real estate.
cardholder means a person residing in Australia to whom
the Commonwealth Bank has issued an eligible credit card.
Persons residing in Australia, unless otherwise approved by us
in writing as a cardholder, must have:
• an Australian Medicare card
• an Australian issued Temporary Work (skilled) Visa (subclass
457), or
• an Australian Visa that:
• authorises them to live and work in Australia, and
• requires them to maintain a minimum level of health
insurance coverage as required by the Department of
Home Aairs.
If a cardholder’s family is travelling together, only one person
can claim the benefits payable to the cardholder. The others
can only claim as a spouse or accompanied child.
carrier means an aircraft, vehicle, train, tram, vessel or other
scheduled transport, operated under a licence, for the purpose
of transporting passengers. However, it does not mean a taxi,
limousine or similar service.
Certificate of Insurance (this definition only applies to the
Overseas Travel Policy and Upgrades) means the document
we provide to a cardholder when they are issued the Overseas
Travel Policy and, if applicable, Upgrades, and sets out details
of the cover provided. The Certificate of Insurance is only valid
if the steps to access the Overseas Travel Policy and relevant
Upgrades have been completed.
Commonwealth Bank means Commonwealth Bank of Australia
ABN 48 123 123 124.
computer system means any computer, hardware, software,
communications system, electronic device (including, but
not limited to, smart phone, laptop, tablet, wearable device),
server, cloud or microcontroller including any similar system
or any configuration of the aforementioned and including any
associated input, output, data storage device, networking
equipment or back up facility, owned or operated by the coach,
airline, shipping line, cruise line or railway company that you
were due to travel on.
concealed storage compartment means a boot, glove box,
enclosed centre console, or concealed cargo area of a motor
vehicle.
cyber act means an unauthorised, malicious or criminal act
or series of related unauthorised, malicious or criminal acts,
regardless of time and place, or the threat or hoax thereof
involving access to, processing of, use of or operation of any
computer system.
3130
cyber incident means any:
a. cyber act or error or omission or series of related errors
or omissions involving access to, processing of, use of or
operation of any computer system, or
b. cyber act including any partial or total unavailability or failure
or series of related partial or total unavailability or failures to
access, process, use or operate any computer system.
disabling injury, sickness or disease means a disabling injury,
sickness or disease, which first shows itself during the period
of cover provided for your journey and required immediate
treatment by a medical practitioner.
domestic cruise means a voyage on a foreign-registered
cruise ship from a port in Australia to another port or ports in
Australia without any stopover at a port outside of Australia.
eligible credit card means, unless otherwise specified, a current
and valid personal or business Gold, personal or business
Platinum, personal Diamond, personal Smart Awards or personal
Ultimate Awards credit card issued by the Commonwealth
Bank. An eligible credit card that is currently cancelled or
suspended is not current and valid.
eligible credit card account means, unless otherwise specified,
a current and valid personal or business Gold, personal or
business Platinum, personal Diamond, personal Smart Awards
or personal Ultimate Awards credit card facility with the
Commonwealth Bank. An eligible credit card account that is
currently cancelled or suspended is not current and valid.
epidemic means a fast-spreading contagious disease or
illness in an area as documented by a recognised public health
authority.
existing medical condition means a disease, illness, medical or
dental condition or physical defect that, at the relevant time,
meets any of the following:
a. Has required an emergency department visit, hospitalisation
or day surgery procedure within the last 12 months.
b. Requires:
i. prescription medication from a qualified medical
practitioner
ii. regular review or check-ups
iii. ongoing medication for treatment or risk factor control,
or
iv. consultation with a specialist.
c. Has:
i. been medically documented involving the brain,
circulatory system, heart, kidneys, liver, respiratory
system or cancer, or
ii. required surgery involving the abdomen, back, brain,
joints or spine that required at least an overnight stay in
hospital.
d. Is:
i. chronic or ongoing (whether chronic or otherwise) and
medically documented
ii. under investigation
iii. pending diagnosis or awaiting a specialist opinion, or
iv. pending test results.
e. Is:
i. pregnancy, or
ii. connected with your current pregnancy or the
conception was medically assisted e.g. using assisted
fertility treatment including hormone therapies or IVF.
This definition applies to you, your travel companion, a relative
or any other person.
family means spouse and/or accompanied children.
Group Policy means the insurance policy issued by us to the
Commonwealth Bank, in relation to Other Insurances.
home means the place where you normally live in Australia.
Included Cover means the cover described in Other Insurances.
injury or injured means bodily injury caused solely and directly
by violent, accidental, visible and external means, which
happens at a definite time and place during the period of cover
provided for your journey and does not result from any illness,
sickness or disease.
insolvency or insolvent means bankruptcy, provisional
liquidation, liquidation, insolvency, appointment of a receiver or
administrator, entry into a scheme of arrangement, statutory
protection, presentation of a petition for the compulsory
winding up of, stopping the payment of debts or the happening
of anything of a similar nature under the laws of any jurisdiction.
interstate flight means travel on a registered and scheduled
commercial passenger airline from any Australian state or
territory, to another Australian state or territory.
3332
journey means the following:
The journey starts when you leave your home or your place of
business to travel directly to the Australian air or sea terminal
that is the departure point for your journey.
The journey ends when the first of the following occurs:
• For the Overseas Travel Policy, 3 consecutive months after
the date of departure shown on a Gold or Platinum personal
and business cardholder’s return overseas travel ticket, (12
consecutive months for Diamond, Smart Awards or Ultimate
Awards cardholders)
• For any Upgrades, the end date of the period of cover
shown on the Certificate of Insurance subject to a
maximum duration limit of 12 months from the time you
activated your first Overseas Travel Policy for the same
journey.
• At midnight on the date when the cardholder’s scheduled
transport (as shown on their return overseas travel ticket) is
due to arrive in Australia
• When you return to your home, provided you travel directly
there from the Australian air or sea terminal where you
landed
• When the cardholder cancels their return overseas travel
ticket
legal costs means fees, costs and expenses (including any
applicable taxes and charges) in connection with a legal action.
It also means any costs, which you are ordered to pay by a court
or arbitrator (other than any fine or penalty, or aggravated,
punitive, exemplary or liquidated damages) or any other costs
we agree to pay.
medical practitioner means a doctor, psychiatrist, clinical
psychologist or a dentist, who is not you, your travel companion
or a relative, or an employee of you, your travel companion or a
relative, registered with and accredited by the Australian Health
Practitioner Regulation Agency (AHPRA). Or, if you are overseas,
an equivalent regulatory body in the country in which they are
currently practising and qualified to give the diagnosis being
provided.
natural disaster means a major adverse event resulting
from natural processes of the Earth; examples are bushfire,
hurricane, tornado, volcanic eruption, earthquake, tsunami,
falling object from space (including a meteorite), and in
general any extraordinary atmospheric, meteorological, seismic,
or geological phenomenon. It does not mean epidemic or
pandemic.
o-piste means areas that are not groomed terrain, marked
slopes, or open trails maintained, monitored and patrolled by the
ski resort.
on-piste means areas that are groomed terrain, marked slopes,
and open trails maintained, monitored and patrolled by the ski
resort.
overseas means outside Australia and its territories.
Overseas Travel Policy means the insurance policy described
in Overseas Travel Policy and on the cardholder’s current
Certificate of Insurance.
pandemic means an epidemic that is expected to aect an
unusually large number of people or involves an extensive
geographic area.
period of cover means the time when you are covered.
a. It starts:
i. for the Overseas Travel Policy:
• Benefit 5: Cancellation Costs – from the issue date
shown on the Certificate of Insurance provided
the cardholder fully completed the eligibility
requirements and any applicable Upgrades
• For all other benefits – the start date on the
Certificate of Insurance provided the cardholder
fully completed the eligibility requirements, and
ii. for Upgrades, at the start date on the Certificate of
Insurance provided the cardholder fully completed the
eligibility requirements.
b. It ends at the earliest of the following times:
i. At the end of the journey
ii. When we determine that you should return to Australia
for treatment.
premium means the amount payable by you to us in relation to
Upgrades.
professional means undertaking any activity for which financial
payment is received from another person or party.
public place means any place the public has access to, including
but not limited to airports, bus terminals, buses, cruise ships,
planes, stations, taxis, trains, wharves and beaches, galleries,
hostels, hotels, hotel foyers and grounds, museums, private
car parks, public toilets, shops, streets, restaurants and general
access areas.
relative means a person who is the cardholder’s spouse;
parent, parent-in-law, stepparent, guardian; grandparent; child,
foster child, grandchild; brother, brother-in-law, half-brother,
stepbrother, sister, sister-in-law, half-sister, stepsister; daughter,
daughter-in-law, stepdaughter, son, son-in-law, stepson; fiancé,
fiancée; uncle, aunt; or niece, nephew.
relevant time means the time you complete the activation
process via the NetBank or the CommBank app or by calling
Cover-More (refer to Step two ... activate cover on page 4).
It does not mean when you spend $500 in a single transaction
on your eligible credit card.
3534
rental vehicle means a campervan/motorhome that does not
exceed 6 tonnes, SUV, sedan, station wagon, hatchback, people
mover, coupe, convertible, four-wheel drive or mini bus rented
from a licensed motor vehicle rental company or agency.
snow sport equipment means skis, poles, boots, bindings,
snowboards or ice skates.
spouse means the partner of the cardholder who is
permanently living with the cardholder at the time the journey
starts or the time the interstate travel starts.
transaction card means a debit card, credit card or travel money
card.
transport provider means a properly licensed coach operator,
airline, cruise line, shipping line or railway company.
travel companion means:
• in regard to the Overseas Travel Policy, a person whom,
before the journey began, arranged to accompany you on
your journey for at least 50% of the time of your journey,
and
• in regard to Interstate Flight Inconvenience, a person who
is accompanying you for at least 50% of the time of your
interstate travel.
travel services provider means a scheduled services airline,
hotel, accommodation provider, car rental agency, coach, bus,
shipping line or railway.
unattended means not on your person or within your sight and
reach.
Upgrades means the cover and benefits you can apply for,
described on pages 62-73 of this booklet.
valuables means articles made of, or containing, gold, precious
metals or stones, semi-precious stones or silver; binoculars;
furs; jewellery; precious metals; precious or semi-precious
stones; photographic, audio, video, tablet computer, computer
and electrical equipment of any kind (including but not limited
to devices such as drones, computer games, portable navigation
equipment or media); mobile phones; smart phones; telescopes
and watches.
we, our or us means Zurich Australian Insurance Limited
ABN 13 000 296 640, AFS Licence Number 232507.
you, your or yourself means any of the following if they are
eligible for the cover:
• The cardholder
• The cardholder’s family
General exclusions
These exclusions on pages 35-41 apply to all covers
described in this booklet unless specified otherwise. They are
listed in no particular order. There are also specific exclusions.
Common exclusions
We will not pay for:
1. claims for costs or expenses incurred outside the period
of cover. This exclusion does not apply to benefit Sections
3. Personal Liability, 6. Resumption of Journey, 9. Travel
Documents, Transaction Cards, Travellers Cheques and
Cash, 10. Baggage and Personal Goods and Section 14.
Rental Vehicle Insurance Excess.
2. any other loss, damage or additional expenses following on
from the event for which you are claiming that is not covered
under this insurance. Examples of such loss, damage or
additional expense would be the cost of replacing locks after
losing keys, costs incurred in preparing a claim or loss of
enjoyment
3. claims arising from loss, theft or damage to property, or death,
illness or bodily injury if you fail to take reasonable care or
put yourself in a situation where a reasonable person could
foresee that loss, theft or damage to property, or a death,
illness or bodily injury might happen, except in an attempt to
protect the safety of a person or to protect property
4. claims involving air travel other than as a passenger on a fully
licensed passenger-carrying aircraft operated by an airline or
an air charter company
5 claims arising as a result of war, invasion, act of foreign
enemy, hostilities (whether war be declared or not), civil
war, rebellion, revolution, insurrection or military or usurped
power
3736
6. claims which in any way relate to ionising radiation or
radioactive contamination caused by nuclear fuel or waste,
or the radioactive, toxic explosive or other dangerous
properties of any explosive nuclear equipment
7. claims arising from biological and/or chemical materials,
substances, compounds or the like used directly for the
purpose to harm or to destroy human life and/or create
public fear
8. loss or damage caused by detention, confiscation or
destruction by customs or other ocials or authorities
9. claims arising from any unlawful act committed by you
10. claims arising from any government intervention, prohibition,
sanction, regulation or restriction or court order, or
11. claims which in any way relate to circumstances you knew
of, or a person in your circumstances would have reasonably
known or foreseen, at the relevant time or time you applied
for an Upgrade (whichever was earliest), that could lead to
the journey being delayed or cancelled.
Medical and health
We will not pay for:
12. claims which in any way relate to, or are exacerbated by, any
physiological or psychological signs or symptoms that you were
aware of or a person in your circumstances reasonably should
have been aware of at or before the relevant time, if you:
a. had not yet sought a medical opinion regarding the
cause,
b. were currently under investigation to obtain a diagnosis,
or
c. were awaiting specialist opinion.
13. claims arising from travel booked or undertaken by you:
a. even though you knew, or a reasonable person in your
circumstances would know, you were unfit to travel,
whether or not you had sought medical advice
b. against the advice of a medical practitioner
c. to seek medical or dental advice, treatment or review, or
d. to participate in a clinical trial.
14. claims which in any way relate to, or are exacerbated by, any
existing medical condition you have.
This exclusion will be waived to the extent that cover is
provided if:
a. your condition is automatically accepted by us. See
Automatically accepted existing medical conditions,
pages 22-24, or
b. you applied for, and we accepted, cover and you paid
the extra premium for the Existing medical conditions
Upgrade. See Upgrades, Existing medical conditions,
page 63 for details.
15. claims which in any way relate to, or are exacerbated by, any
existing medical condition:
a. your travel companion has, or
b. that a relative has other than as provided under Benefit
5.4 on page 50 and Benefit 6.4 on page 53.
16. claims arising from you having elective medical or dental
treatment or surgery, a cosmetic procedure or body
modification (e.g. tattoos and piercings) during the journey,
such as any complication, even if your existing medical
condition has been approved by us, or
17. any benefit, or provide cover, if the provision of a payment,
benefit or cover would result in us contravening the Health
Insurance Act, the Private Health Insurance Act or the
National Health Act or any applicable legislation (whether
in Australia or not) or where we do not have the necessary
licenses or authority to provide such cover.
Pregnancy and childbirth
We will not pay for:
18. claims arising from pregnancy of you or any other person if
you were aware of the pregnancy at the relevant time and:
a. where complications of this pregnancy had occurred
prior to this time
b. it was a multiple pregnancy e.g. twins or triplets, or
c. where the conception was medically assisted e.g. using
assisted fertility treatment including hormone therapies
or IVF.
This exclusion will be waived to the extent that cover is
provided if you applied for, and we accepted cover and you
paid the extra premium for your Existing medical conditions
Upgrade. The cover provided under the Upgrade is in
respect of your pregnancy (only) for unexpected serious
medical complications arising before the start of the
24th week of pregnancy. See Upgrades, Existing medical
conditions, page 63.
19. claims arising from:
a. pregnancy of you or any other person after the start of
the 24th week of pregnancy, or
b. pregnancy of you or any other person where the
problem arising is not an unexpected serious medical
complication, or
20. claims arising from childbirth or the health of a newborn child.
This exclusion applies irrespective of the stage of pregnancy
at which the child is born.
3938
Your conduct
We will not pay for:
21. claims which in any way relate to your wilful or self-inflicted
injury or illness, suicide or attempted suicide
22. claims which in any way relate to your:
a. chronic use of alcohol
b. substance abuse, drug abuse (whether over the counter,
prescription or otherwise), or
c. ingestion of any non-prescription drug or substance
(e.g. marijuana, ecstasy, heroin).
23.claims involving, arising from or related to your impairment
due to you drinking too much alcohol:
a. which is evidenced by the results of a blood test which
show that your blood alcohol concentration level is
0.19% or above. (The level of alcohol in your blood is
called blood alcohol concentration (BAC). As a point of
reference, a BAC of 0.19% is almost four times the legal
driving BAC limit range in Australia which is currently
0.05%), or
b. taking into account the following, where available:
i. the report of a medical practitioner or forensic
expert
ii. the witness report of a third party
iii. your own admission, or
iv. the description of events you described to us or the
treating medical professional (e.g. paramedic, nurse,
doctor) as documented in their records.
24. claims involving, or arising from, any event that is
intentionally caused by you or by a person acting with your
consent, or
25. claims involving, or arising from, the conduct of someone who
enters your accommodation with your consent, or whose
accommodation you choose to enter.
Legal
We will not pay for:
26. any expenses recoverable by compensation under any
workers compensation or transport accident laws, or by
any government-sponsored fund, plan or medical benefit
scheme, or any other similar type of legislation required to be
eected by, or under, a law.
World events
We will not pay for:
27. any event that is caused by, or arises from, travel to countries
or parts of a country for which:
a. an advice or warning has been released by the Australian
Department of Foreign Aairs and Trade or any other
government or ocial body
b. the advice or warning risk rating is ‘Reconsider your
need to travel’ or ‘Do not travel’ (or words to that eect)
or the advice or warnings recommend against all non-
essential travel to or in that location or advise against
specific transport arrangements or participation in
specific events or activities
c. the mass media has indicated the existence or potential
existence, of circumstances (including circumstances
referred to above) that may aect your travel, and
d. you did not take appropriate action to avoid or minimise
any potential claim under your policy (including delay of
travel to the country or part of the country referred to
in the relevant advice(s), warning(s) and/or mass media
statement(s)).
Circumstances, in this case include, but are not limited
to, strike, riot, weather event, civil protest or contagious
disease (including an epidemic or pandemic), or
28. claims caused by, or claims arising from, an epidemic,
pandemic or outbreak of a contagious disease or any
derivative or mutation of such viruses. Refer to who.int and
smartraveller.gov.au for further information on epidemics
and pandemics.
This exclusion will be waived:
a) to the extent that cover is provided under Benefit 1
Overseas Emergency Medical Assistance and Benefit2
Overseas Emergency Medical and Hospital Expenses if
you test positive to COVID-19; and
b) if your destination was not subject to “Do not travel”
advice (due to COVID-19) on the smartraveller.gov.au
website at the time you entered. This exclusion (point
28.b) will not apply if your trip destination is Australia or
NewZealand; and
c) you were not travelling on a multi-night cruise at the
time of testing positive to COVID-19.
4140
Activities, adventure and snow
We will not pay for:
29. claims involving participation by you or your travel
companion in hunting or using hunting equipment or
projectiles (e.g. shooting and archery), mountaineering
(involving the use of climbing equipment, ropes or guides),
outdoor rock climbing (involving the use of climbing
equipment, ropes or guides), trekking that reaches an
altitude of more than 6,000 metres above sea level,
sports activities in a professional capacity, abseiling,
parachuting, skydiving, hang gliding, BASE jumping,
wingsuiting, potholing, canyoning, caving, fire walking,
motocross, running with the bulls, rodeo riding, polo playing,
tobogganing, snowmobiling, scuba diving or underwater
activities that involve using artificial breathing equipment
(unless the maximum depth is no greater than 30 metres,
and you or your travel companion have an open water diving
licence and are diving with another person, or are diving with
a qualified and registered diving instructor).
30. claims involving participation by you or your travel
companion in any activity that uses an air supported device
unless that activity is parasailing or hot air ballooning
31. claims involving participation by you or your travel
companion (during the journey) in racing (other than
swimming races of 10 kilometres or less, or running races that
are marathon distance or less). This exclusion will be waived
to the extent that cover is provided under the Adventure Plus
Upgrade on pages 64-65 if you applied for, and we
accepted, cover and you paid the extra premium
32. claims involving participation by you (during the journey)
in any adventure activity listed under Upgrades, Adventure
Plus. This exclusion will be waived to the extent that cover
is provided under the Adventure Plus Upgrade on pages
64-65 if you applied for, and we accepted, cover and
you paid the extra premium
33. claims involving participation by you (during the journey)
in o-piste snow skiing or snowboarding or heli-skiing/
snowboarding. This exclusion will be waived to the extent
that cover is provided under the Snow Extras Upgrade on
pages 66-70 if you applied for, and we accepted,
cover and you paid the extra premium, or
34. claims involving you not wearing the appropriate protective
clothing and head protection for the sport or activity you are
participating in.
Motorcycle/Motorscooter/Quadbike
We will not pay for:
35. claims involving you:
a. riding a motorcycle, motorscooter or quadbike (during
the journey) without a current Australian motor vehicle
driver’s licence or Australian motorcycle rider’s licence,
or a driver’s licence valid for the country you are riding
in. This applies even if you are not required by law to
hold a licence in the country you are riding in
b. riding a quadbike (of any engine capacity), or
motorcycle/motorscooter with an engine capacity
between 51cc and 250cc inclusive, for any purpose.
This exclusion (point b. only) will be waived to the
extent that cover is provided under the Motorcycle/
Motorscooter/Quadbike Plus Upgrade on page 65, if
you applied for, and we accepted, cover and you paid
the extra premium
c. riding a motorcycle/motorscooter with an engine
capacity greater than 250cc for any purpose
d. travelling as a passenger on a motorcycle or
motorscooter that is in the control of a person who does
not hold a current motorcycle rider’s or driver’s licence
valid for the vehicle being ridden, or
e. riding, or travelling as a passenger, on a motorcycle,
motorscooter or quadbike without wearing a helmet.
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Overseas
Travel Policy
Overseas Travel Policy
This insurance cover is subject to the conditions, exclusions,
limits, sub-limits and terms following and must be read in
conjunction with Important Information. You must also check
General exclusions for other reasons why we will not pay. The
benefit limits include family when travelling with the cardholder
unless specified otherwise.
People aged 80 or over and people with existing medical
conditions (not automatically accepted on pages
22-24) must follow the activation process for
the Overseas Travel Policy and apply for cover under
Upgrades for cover under Benefits 1,2, 4 and 5.
The maximum period of cover (from the commencement of
your journey) cannot exceed 12 consecutive months.
If you spent at least $500 in a single transaction on prepaid travel
costs for that trip on your eligible card before leaving Australia
but activate after you have left Australia, there will be a 3 day no
cover period before you can receive these benefits. This means
that if something happens before you activate the cover or within
the 3 days after you activate the cover and you wish to make
a claim for that event, we will not provide any cover for claims
arising from that event even if you submit the claim later.
Benefit 1: Overseas Emergency Medical
Assistance
Our emergency assistance team is contactable 24 hours a day,
365 days a year while you are travelling overseas.
The team of doctors, nurses, case managers and travel agents
provide the following services:
• Arranging access to a medical practitioner for emergency
medical treatment while overseas
• Passing on any messages to your family or employer in the
case of an emergency
• Providing written guarantees for payment of the usual
and customary costs of emergency hospitalisation while
overseas
• Arranging your medical transfer or evacuation if you must be
transported to the nearest hospital for emergency medical
treatment overseas or be brought back to Australia with
appropriate medical supervision
4544
• Returning your accompanied children to Australia if they
are left without supervision following your hospitalisation or
evacuation
• Helping if passports, travel documents or transaction cards
are lost and you need assistance in contacting the issuer of
the document or card
• Helping to change travel plans if your travel consultant is not
available to assist with rescheduling in an emergency
Certain services are subject to your claim being approved.
The maximum benefit limit for this section is:
Gold, Platinum, Diamond, Smart & Ultimate
Unlimited
We will not pay for:
1. any costs incurred in Australia
2. any expenses for medical evacuation unless it has been first
approved by our emergency assistance team (If your claim
is coverable, we or our emergency assistance team will not
unreasonably withhold or delay our acceptance)
3. any claim if you decline to promptly follow the medical
advice we have obtained, and we will not be responsible for
subsequent medical, hospital or evacuation expenses, or
4. medical evacuation from Australia to an overseas country.
Benefit 2: Overseas Emergency Medical
and Hospital Expenses
Overseas Emergency Medical and Hospital Expenses
If during the period of cover you suer a disabling injury,
sickness or disease we will pay the usual and customary
costs of medical treatment and ambulance transportation
and emergency dental treatment (required due to an injury)
provided outside Australia by, or on the advice of, a medical
practitioner.
However, if we determine, on medical advice, that you should
return home for treatment and you do not agree to do so,
we will restrict cover to no more than an amount that we
reasonably consider to be equivalent to your medical expenses
and/or related costs incurred overseas to the date we advise
you to return to Australia, plus the amount it would cost us
to return you to Australia. You will then be responsible for any
further costs relating to, or arising out of, the event you have
claimed for.
Hospital Incidentals
If you are hospitalised for more than 48 continuous hours
while you are overseas and your claim is approved, we will also
reimburse incidental expenses you pay for, such as TV rental,
newspapers and/or hospital phone calls.
Emergency Dental Expenses
We will pay up to $1,500 for the cost of emergency dental
treatment incurred, which the treating dentist certifies in
writing is for the relief of sudden and acute pain. This limit does
not apply to dental costs arising from an injury that is covered
under Overseas Emergency Medical and Hospital Expenses.
Please note:
Cover applies for a maximum of 12 months from the date of
onset of suering the disabling injury, sickness or disease.
If any costs or expenses are incurred without our approval
and before contacting us, we will only cover any such costs or
expenses or for any evacuation/repatriation or airfares if we
would have approved them up to an amount we would have
otherwise incurred, had contact been made and approval
provided.
Overseas emergency medical and dental expenses and hospital
incidentals cover may end less than 12 months from the date
of suering the disabling injury, sickness or disease as we do
not provide cover if these expenses are incurred outside the
period of cover. In certain circumstances The period of cover
will automatically extend for a period of time – see Policy
condition11. Maximum period of cover – extending your
journey on page20 for more information.
The maximum benefit limit for this section is:
Gold & Platinum
Diamond, Smart &
Ultimate
Overseas
Emergency
Medical and
Hospital
Expenses
$Unlimited $Unlimited
Hospital
Incidentals
$7,500
($75 per
24 hours)
$10,000
($100 per
24 hours)
Emergency
Dental
Expenses
$1,500
per person
$1,500
per person
We will not pay for:
1. medical treatment, dental treatment or ambulance
transportation provided in Australia.
If you are travelling on a domestic cruise, this exclusion
does not apply to medical treatment provided while on a
ship (including cruise ship, passenger ship or passenger
ferry) even if that ship is within Australian territorial waters.
However, this additional benefit does not apply to any
medical treatment provided on Australian inland waterways
or while the ship is tied up in an Australian port
4746
2. expenses incurred after 2 weeks’ treatment by a dentist,
chiropractor or physiotherapist, unless approved by us
3. expenses arising from any disease that is transmitted when
giving or taking a drug, unless the giving or taking of the
drug is supervised by a medical practitioner and the disease
is not excluded anywhere else in this cover
4. dental expenses involving the use of precious metals, teeth
whitening or involving cosmetic dentistry; or preventative or
routine dental treatment
5. damage to dentures, dental prostheses, bridges or crowns
6. continuation or follow-up treatment (including medication
and ongoing immunisations) you were on prior to the start
of the journey
7. medical treatment, dental treatment or ambulance
transportation provided in your country of residence
8. claims where you have received medical care under a
Reciprocal Healthcare Agreement
9. expenses if, despite the advice given following your call to
our 24 hour emergency assistance provider, you received
private hospital or medical treatment where public funded
services or care is available in Australia or under any
Reciprocal Healthcare Agreement between the Australian
Government and the government of any other country, or
10. any event and expenses that arise from any medical
procedures in relation to the insertion of a pacemaker,
automated implantable cardioverter-defibrillator (AICD) or
implantable cardioverter-defibrillator (ICD) device (alone
or combined) during overseas travel. If you require this
procedure, due to sudden and acute onset, which occurs for
the first time during your journey and not in any way related
to an existing medical condition, we will exercise our right,
based on medical advice, to organise your repatriation to
Australia for this procedure to be completed.
Benefit 3: Personal Liability
We will provide cover if, as a result of an accident (an
unexpected event caused by something external and visible
or a series of accidents arising out of the one event), that
happens during your journey, you become legally liable to pay
compensation in respect to damage caused to someone else’s
property or the injury or death of someone else. Cover is for:
1. the compensation (including legal costs) awarded against
you, and
2. any reasonable legal costs incurred by you for settling or
defending a claim made against you, providing you have our
approval, in writing, before incurring these costs.
You must tell us, as soon as you or your personal
representatives are aware, or a reasonable person in your
circumstances should have been aware, of a possible
prosecution, inquest, fatal injury, accident or incident that might
lead to a claim against you.
You must not pay, or promise to pay, settle with, admit or deny
liability to anyone who makes a claim against you without our
written consent.
The maximum benefit limit for this section is:
Gold, Platinum, Diamond, Smart & Ultimate
$2,500,000
We will not pay for liability arising:
1. where you become liable to pay somebody who is a member
of your family or travelling party, your travel companion or
employed by you or deemed to be employed by you
2. from loss of, or damage to, property belonging to, or in the
care, custody or control of you, your travel companion, a
relative or an employee of any of you
3. from the conduct by you of any profession, trade or business
4. out of the use, or ownership by you, of any aircraft,
drone, firearm, weapon, waterborne craft or
mechanically-propelled vehicle
5. out of occupation or ownership of any land, buildings or
immobile property
6. out of any wilful or malicious act
7. out of the transmission of an illness, sickness or disease
8. from punitive, exemplary or aggravated damages or any fine
or penalty
9. out of your liability under a contract or agreement, unless
you would be liable if that contract or agreement did not
exist
10. out of assault and/or battery committed by you or at your
direction, or
11. out of any act intended to cause bodily injury, property
damage or liability done by you or any person acting with
your knowledge, connivance or consent.
4948
Benefit 4: Overseas Funeral or Cremation,
or Body Repatriation
In addition to any cover for Overseas Emergency Medical
Assistance, our emergency assistance team will arrange the
following assistance.
If you die during your period of cover as a result of a disabling
injury, sickness or disease, we will pay:
1. the reasonable costs incurred overseas, charged by a funeral
director for arranging your funeral service and a cemetery
for your burial, or a crematorium for your cremation incurred
overseas, and
2. the cost of bringing your remains to Australia, including
from the inbound port or airport to your home or nominated
funeral home.
The maximum benefit limit for this section is:
Gold, Platinum, Diamond, Smart & Ultimate
cardholder only cardholder with family
$12,500 $25,000
We will not pay for:
1. the cost of memorialisation, or
2. funeral expenses incurred overseas or bringing your remains
back to Australia, unless it has been first approved by our
emergency assistance team (If your claim is coverable, we
or our emergency assistance team will not unreasonably
withhold or delay our acceptance).
Benefit 5: Cancellation Costs
If, due to circumstances outside your control and unforeseeable
at the relevant time this policy:
1. you have to rearrange your journey, we will pay the
reasonable cost of doing so. (We will not pay more for the
cost of rearranging your journey than the non-refundable
costs, which would have been incurred had the journey
been cancelled. The cover is limited to the same or similar
standard of transport and accommodation as was originally
booked), or
2. you have to cancel your journey (where you cannot
rearrange it prior to leaving home) we will pay you:
a. the value of the unused portion of your prepaid travel or
accommodation arrangements that are non-refundable
and not recoverable in any other way
b. your travel agent’s cancellation fees equal to the lesser
of $500 or 15% of the value of the travel arranged by
the travel agent. We will only pay these fees, if at the
time the circumstances causing your claim happened,
you had already paid at least the full deposit, and
c. the value of frequent flyer or similar flight reward points,
air miles, redeemable vouchers or similar schemes lost
by you following cancellation of the services paid for
with those points, if you cannot recover your loss in
any other way. The amount we will pay is calculated as
follows:
i. For frequent flyer or similar flight reward points,
loyalty card points, air miles:
- The cost of an equivalent booking, based on the
same advance booking period as your original
booking. We will deduct any payment you made
towards the booking and multiply it by the total
number of points or air miles lost, divided by the
total number of points or air miles used to make
the booking
ii. For vouchers, the face value of the voucher up to the
current market value of an equivalent booking.
5150
Sub-limits
3. The most we will pay for claims arising from an injury that
caused the death of a relative living overseas is $2,500 for a
cardholder or $5,000 for a cardholder with their family.
4. The most we will pay for claims in any way related to, or
exacerbated by, an existing medical condition of a relative
who is hospitalised or dies during the period of cover is
$2,000 for a cardholder or $4,000 for a cardholder with
their family. This is provided that, at the time of activation,
you were unaware of the likelihood of such hospitalisation or
death.
Additional expenses
Cover is subject to the written advice of the overseas treating
medical practitioner and acceptance by our 24 hour emergency
assistance team. If your claim is coverable, we or our emergency
assistance team will not unreasonably withhold or delay our
acceptance.
We will reimburse your reasonable additional accommodation
(room rate only) expenses and additional transport expenses,
at the same accommodation standard or fare class as originally
booked, if a disruption to your journey arises from any of the
following reasons:
5. Yo u or your travel companion cannot travel because of
a disabling injury, sickness or disease and the treating
medical practitioner certifies in writing that you or your
travel companion are unfit to travel
6. Yo u shorten your journey and return to Australia on the
written advice of a medical practitioner. You must take
advantage of any pre-arranged return travel to Australia
7. Yo u are required to return early to Australia because
your travel companion or a relative of either of you dies
unexpectedly or suers a disabling injury, sickness or
disease, which means hospitalisation is required, provided
the claim was not in any way related to, or exacerbated by an
existing medical condition
8. Your scheduled or connecting transport is cancelled,
delayed, rescheduled or diverted because of a strike, riot,
hijack, civil protest, weather, natural disaster or a collision
aecting your mode of transport
9. Yo u lose your passport, travel documents or transaction
cards (except involving government confiscation or articles
sent through the mail) or they are stolen
10. Your home is rendered uninhabitable by fire, explosion,
earthquake or flood
11. disruption of your scheduled transport because of a cyber
incident provided you act reasonably in avoiding additional
costs
12. You unknowingly breach a quarantine regulation.
If you did not have a return ticket booked to Australia before
the event that gave rise to the claim, we will reduce the amount
of your claim by the price of the fare to Australia from the place
you planned to return to Australia from. The fare will be at the
same fare class as the one in which you left Australia.
Room rate only means that other expenses you may incur such
as food, drinks, groceries, laundry etc. are not included.
The maximum benefit limit for this section is:
Gold & Platinum Diamond, Smart & Ultimate
cardholder
only
cardholder
with family
cardholder
only
cardholder
with family
$5,000 $10,000 $Unlimited $Unlimited
We will not pay for claims caused by:
1.
the death, disabling injury, sickness or disease of any
person, including a relative or travel companion, not listed
on your Certificate of Insurance who resides outside
of Australia other than as specified in Benefit 5.3 on
page50
2. the death, disabling injury, sickness or disease of your
relative arising from an existing medical condition, except
as specified under Benefit 5.4 on page 50
3. your or any other person’s unwillingness or reluctance to
proceed with the journey or deciding to change plans, or
the breakdown or dissolution of any personal or family
relationship
4. any costs or expenses prior to you or your travel companion
being certified by a qualified medical practitioner as unfit to
travel
5. any contractual or business obligation or your financial
situation. This exclusion does not apply to claims where you
or your travel companion are involuntarily made redundant
from permanent full-time employment in Australia after a
continuous working period of 2 years with the same employer
and where you would not have been aware before activation
that the redundancy was to occur
6. mechanical breakdown of any means of transport
7. cancellations, delays, rescheduling or diversions to your
scheduled or connecting transport, unless it is due to a
strike, riot, hijack, civil protest, weather, natural disaster or a
collision aecting your mode of transport
8. failure by you or another person to obtain the relevant visa,
passport or travel documents
9. errors or omissions by you or another person in a booking
arrangement
5352
10. the standards and expectations of your prepaid travel
arrangements being below or not meeting the standard
expected
11. the failure of any travel agent, tour operator, accommodation
provider, airline or other carrier, car rental agency or any
other travel or tourism services provider to provide services
or accommodation due to their insolvency or the insolvency
of any other person, company or organisation they deal with
12. the failure of your travel agent, any tour operator, transport
or accommodation supplier or provider, person or agency to
pass on monies to operators or to deliver promised services
13. a request by your employer, your leave application being
denied, or your leave being revoked. This exclusion does
not apply if you are a full-time member of the Australian
Defence Force or of federal, state or territory emergency
services (e.g. police, fire, ambulance, paramedic) and your
leave is revoked.
14. a lack in the number of persons required to commence any
tour, conference, accommodation or travel arrangements
or due to the negligence of a wholesaler or operator. This
exclusion does not apply to prepaid travel arrangements
bought separately to reach the departure point for the tour
or for other travel arrangements
However, if a tour or river cruise, that is prepaid and
overnight, is cancelled due to a lack of numbers we will pay
in respect of your other prepaid arrangements the lesser of:
a. necessary amendment costs; or
b. the non-refundable unused portion of costs if you
cancel the trip.
In any case the most we will pay is $800 under this section
of the policy.
15. an act of terrorism, or
16. you operating a rental vehicle in violation of the rental
agreement.
Benefit 6: Resumption of Journey
We will pay the economy class transport costs you incur to
return overseas if you are required to return home because,
during your journey, your relative died unexpectedly or was
hospitalised following a sudden serious injury, sickness or
disease (not from an existing medical condition), provided:
1. it is possible for your journey to be resumed
2. there are more than 14 days remaining on the period of
cover, as noted on your Certificate of Insurance, and
3. you resume your journey within 12 months of your return to
Australia.
Sub-limit
4. If you are required to return home during your journey,
because your relative died or was hospitalised in Australia
during the period of cover as the result of an existing
medical condition, and the points above are met, we will pay
up to $2,000 for a cardholder or $4,000 for a cardholder
with their family for the economy class transport costs you
incur to return overseas provided:
a. at the time of activation, you were unaware of the
likelihood of such hospitalisation or death.
The maximum benefit limit for this section is:
Gold, Platinum, Diamond, Smart & Ultimate
cardholder only cardholder with family
$5,000 $10,000
We will not pay for:
1. claims if you were aware of any reason, before your period
of cover commenced, that your journey may be cancelled,
delayed or disrupted.
Benefit 7: Accidental Death
If, during the journey, you suer an injury resulting in your
death we will pay your estate the amount shown in the table
below provided your death occurs within one year of the injury.
This benefit is also available if, during your journey, something
you are travelling on or in disappears, sinks or crashes and
you are presumed dead and your body is not found within 12
months.
The maximum benefit limit for this section is:
Gold & Platinum Diamond, Smart & Ultimate
cardholder
$25,000
spouse
$25,000
cardholder
$50,000
spouse
$25,000
accompanied
child
$5,000
accompanied
child
$5,000
5554
Benefit 8: Loss of Income
If, during your journey, you suer an injury requiring medical
treatment overseas and:
a. you become disabled within 30 days because of the injury
b. the disablement continues for more than 30 consecutive
days from the date of your return to Australia, and
c. you lose all your income because you are unable to return to
your usual place of employment in Australia as a result,
we will pay you up to $750 per week for your weekly net of
income tax wage for a maximum period of 3 months, starting
from the 31st day after your return to Australia.
You must be under the regular care of, and acting in accordance
with the instructions or advice of, a medical practitioner who
certifies in writing that the disablement prevents you from
gainful employment.
The maximum benefit limit for this section is:
Gold, Platinum, Diamond, Smart & Ultimate
cardholder and/or spouse $7,500
Benefit 9: Travel Documents, Transaction
Cards, Travellers Cheques and Cash
Travel documents
We will pay the issuer’s fees for the replacement costs
(including communication costs) of your essential travel
documents (including passports), transaction cards or travellers
cheques if they are lost by you, stolen from you or destroyed
during your period of cover.
Transaction cards or travellers cheques
We will pay for any loss resulting from the fraudulent use of
your transaction cards or travellers cheques that are lost or
stolen during your journey.
Cash
We will reimburse you for cash, bank notes, currency notes,
postal or money orders stolen from your person or from a locked
safe or safety deposit box during the period of cover.
The maximum benefit limit for this section is:
Gold, Platinum, Diamond, Smart & Ultimate
cardholder only cardholder with family
$500 $1,000
We will not pay for:
1. loss or theft that is not reported to the:
a. police or security personnel, or
b. issuing bank.
All cases of loss or theft must be reported as soon as
possible and within 7 days. A copy of the relevant report
must be submitted for any claim involving loss or theft. If
you are unable to provide us with a copy of the relevant
report, you must provide us with a reasonable explanation
and details of the time and place you made the report,
including their contact details.
2. any amounts covered by any guarantee given by the bank
or issuing company to you as the holder of the transaction
cards or travellers cheques
3. your failure to comply with the recommended security
guidelines for the use of bank or currency notes, cheques,
credit card, postal or money orders or petrol coupons, or
4. cash, bank notes, currency notes, postal or money orders
not on your person or in a locked safe or safety deposit box
at the time they were stolen.
Benefit 10: Baggage and Personal Goods
If, during your period of cover, your business items and/or
personal goods are lost, stolen or damaged, we will repair the
item if it is practical and economic to do so. If it is not practical
and economic to repair the item, we will replace the item or
provide you with a replacement voucher if the item is available
from our usual suppliers. If the above do not apply, we will pay
you the monetary value of the item.
If your prescription medication is lost, stolen or damaged during
your period of cover we will pay up to $500 for expenses
incurred overseas to replace that prescription medication.
If your claim for loss or theft can be approved but your items
are found in the meantime and can be posted to you, we will
instead pay up to $500 for postage costs so you can get your
items back.
It is your responsibility to provide us with evidence to support
your claim for an item. This is ‘proof of ownership’.
• We will accept the original or a copy of a purchase receipt,
invoice and/or bank statement showing the purchase, the
date of the purchase and the amount paid
• We may consider valuation certificates (issued prior to
the relevant time), ATM receipts and warranty cards with
accompanying bank statement of purchases
• We will not accept photographs, packaging or instruction
manuals as proof of ownership.
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Sub-limits
Our payment will not exceed the original purchase price of an
item with a limit for any one item, set or pair of items including
attached and unattached accessories of:
• business Gold/business Platinum cards – $3,000 per
business item
• Gold/Platinum cards – $3,000 per item for personal goods,
or
• Diamond/Smart/Ultimate cards – $5,000 per item for
personal goods.
Here are some examples of items considered as only one item
for the purpose of this insurance. The appropriate single item
limit will be applied: a camera, camera accessories, lenses
and tripod (attached or not); a smart phone and cover/case; a
matched or unmatched set of golf clubs, golf bag and buggy; a
necklace and pendant; a charm bracelet and charms.
The maximum benefit limit for this section is:
Gold & Platinum Diamond, Smart & Ultimate
cardholder
only
cardholder
with family
cardholder
only
cardholder
with family
$10,000 $20,000 $15,000 $30,000
We will not pay for:
1. business items and/or personal goods left:
a. behind in any cruise cabin, hostel, hotel or motel room
or peer to peer service type accommodation (including
but not limited to Airbnb) after you have checked out
b. unattended in a public place
c. behind in/on any aircraft, bus, car, peer to peer service
transport vehicle (including but not limited to Uber),
rental car, ship, taxi, train, tram or any other vehicle or
vessel
d. behind, forgotten, misplaced or walked away from in a
public place
e. unattended in any motor vehicle overnight even if they
were in a concealed storage compartment
f. unattended in any motor vehicle other than overnight,
unless they were stored in a concealed storage
compartment of a locked motor vehicle and forced entry
was gained: The most we will pay is $2,500 in total for
all items.
g. under the supervision of somebody who is not you or
your travel companion, or
h. with a person who steals or deliberately damages them
2. loss or theft that is not reported to the:
a. police or security personnel
b. responsible transport provider (if your items are lost or
stolen while travelling with a transport provider), or
c. accommodation provider
All cases of loss or theft must be reported as soon as
possible and within 7 days. A copy of the relevant report
must be submitted for any claim involving loss or theft. If
you are unable to provide us with a copy of the relevant
report, you must provide us with a reasonable explanation
and details of the time and place you made the report,
including their contact details
3. a mobile phone or device with phone capabilities if you are
unable to supply the IMEI (International Mobile Equipment
Identity)
4. damage, loss or theft of valuables placed in the care of a
transport provider (unless security regulations prevented
you from keeping the valuables with you), including any loss
from the point of check in until collection by you from the
baggage carousel or collection area at the end of your flight,
journey or voyage
5. valuables left unattended in a motor vehicle at any time,
even if stored in a concealed storage compartment
6. cash, bank notes, currency notes, cheques or negotiable
instruments
7. watercraft of any type (other than surfboards)
8. sporting equipment (including bicycles) damaged, lost or
stolen while in use
9. snow sport equipment
10. items that are being sent to you, unaccompanied by you or
under a freight contract. This exclusion for unaccompanied
items will be waived if your claim for lost stolen items can be
approved but your items are found in the meantime and can
be posted to you
11. an electrical or mechanical fault or breakdown
12. loss of, or damage to, any item that is brittle or fragile
(except photographic or video equipment), unless the loss
or damage is caused by thieves, burglars, fire, or a collision
involving the means of transport in which you are travelling
13. damage caused by atmospheric or climatic conditions; wear
and tear; vermin; or any process of cleaning or alteration
14. consequential damage caused while an item is being serviced,
repaired or restored, unless we have authorised the work
15. loss of, or damage to, items that are commercial samples,
works of art and antiques, or items you take to sell while
overseas
16. deterioration, normal wear and tear, or damage arising from
inherent defects in the business items/property/personal
goods, or
17. any defective item or any defect in an item.
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Benefit 11: Baggage Delay Expenses
If any of your business items and/or personal goods are
delayed, misdirected or misplaced by the carrier during your
journey for more than 12 hours we will reimburse you up to a
maximum amount of $500, per person, for underwear, socks,
toiletries, non-prescription medication and change of shoes
and clothing (and a bag) you bought after a 12 hour delay
and before your business items and/or personal goods were
returned to you.
The original receipts for the items and confirmation of the
length of delay from the carrier must be produced in support of
your claim.
This section does not apply on the leg of the journey that
returns you home.
The maximum benefit limit for this section is:
Gold, Platinum, Diamond, Smart & Ultimate
cardholder only cardholder with family
$500 $1,000
We will not pay for:
1. expenses you incur if you are entitled to compensation from
the carrier you were travelling on for the relevant amount
claimed. However, if you are not reimbursed the full amount,
we will pay the dierence between the amount of your
expenses and what you were reimbursed, up to the limit of
your cover.
2. delay that is not reported to the responsible carrier. All
reports must be confirmed in writing by the carrier at the
time of making the report. If you are unable to provide us
with a copy of the carrier’s report, you must provide us with
a reasonable explanation and details of the time and place
you made the report, including their contact details.
Benefit 12: Travel Delay Expenses
If your pre-booked transport is temporarily delayed for at least
6 hours due to an unforeseeable circumstance outside your
control (including a cyber incident), we will reimburse up to
$250 for a cardholder only, or $500 for a cardholder with their
family, for reasonable additional meals and accommodation
expenses you incur.
In addition, for each full 12 hour period that the delay continues
beyond the initial 6 hour delay, we will reimburse up to $150
for a cardholder only to a maximum of $400, or $300 for
a cardholder with their family to a maximum of $800, for
reasonable additional meals and accommodation expenses you
incur.
You must claim from the transport provider first, and provide us
with confirmation from the transport provider of the cause and
period of the delay and the amount of compensation oered by
them. If you are unable to provide us with a copy of the report,
you must provide us with a reasonable explanation and details
of the time and place you made the report, including their
contact details.
You must also provide us with receipts for the expenses
incurred.
The maximum benefit limit for this section is:
Gold, Platinum, Diamond, Smart & Ultimate
cardholder only cardholder with family
$650 $1,300
We will not pay for claims:
1. caused by the insolvency of any travel agent, tour wholesaler,
tour operator or booking agent.
Benefit 13: Alternative Transport
Expenses
If, due to an unforeseeable circumstance outside your control,
your journey would otherwise be cancelled, delayed, shortened
or diverted resulting in you being unable to arrive in time to
attend a wedding, funeral, 25th or 50th wedding anniversary or
a prepaid conference, concert, music festival or sporting event
or prepaid travel/tour arrangements, which cannot be delayed
due to your late arrival, we will pay for:
1. the reasonable additional travel expenses to arrive at your
destination on time, and
2. the cost of the unused connection (if you have to buy a new
connection) less any refund or credit you are entitled to from
the supplier of that connection.
The maximum benefit limit for this section is:
Gold, Platinum, Diamond, Smart & Ultimate
cardholder only and/or with family $3,500
We will not pay for claims:
1. caused by the financial collapse or insolvency of any travel
agent, tour wholesaler, tour operator or booking agent.
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Benefit 14: Rental Vehicle Insurance
Excess
This cover applies if you:
• hire a rental vehicle
• are the nominated driver on the rental vehicle agreement,
and
• have purchased motor vehicle insurance or a damage waiver
from the rental company or agency you rented the rental
vehicle from.
If the rental vehicle is damaged or stolen while in your control
during your period of cover, we will pay the lower of the rental
vehicle insurance excess or the liability fee you are required
to pay under a damage waiver or the repair costs to the rental
vehicle that you become liable to pay.
This benefit does not cover items such as, but not limited to,
tyres and/or windscreens if they are not covered by the motor
vehicle insurance or damage waiver purchased from the rental
company or agency.
You must provide us with a copy of your rental vehicle
agreement, an incident report that was completed, the repair
account, an itemised list of the value of the damage and written
notice from the rental company or agency advising that you are
liable to pay the excess or liability fee.
If your treating medical practitioner certifies in writing that
you are unfit to return your rental vehicle to the nearest depot
during your journey, then we will pay up to $500 for the cost of
returning your rental vehicle.
The maximum benefit limit for this section is:
Gold, Platinum, Diamond, Smart & Ultimate
cardholder only and/or with family $2,250
We will not pay for:
1. any damage or theft, arising from the operation of a rental
vehicle in violation of the terms of the rental agreement
2. you using the rental vehicle without a licence valid for the
purpose that you were using it
3. any damage sustained to a rental vehicle while it is being
driven on an unsealed surface, or
4. administration costs or loss of use penalties.
Benefit 15: Hijack and Kidnap
We will pay you $250 for each continuous 24 hour period that
you are forcibly detained if you are hijacked or kidnapped during
your journey.
The maximum benefit limit for this section is:
Gold, Platinum, Diamond, Smart & Ultimate
cardholder only and/or with family $5,000
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Upgrades
This insurance cover is subject to the conditions, exclusions,
limits, sub-limits and terms following and must be read in
conjunction with Important Information and Overseas Travel
Policy. You must also check General exclusions for other reasons
why we will not pay.
Upgrade options, benefits and limits
When a cardholder completes the 2 steps to access the
Overseas Travel Policy, they can apply to include any of the
following Upgrades. These options may be applied for at
the time of activation or be added to an existing Overseas
Travel Policy. Some options cannot be applied for if you
have commenced your journey or the start date as shown on
your Certificate of Insurance has passed. Please check the
conditions in each Upgrade section following for the details
around when a cardholder can apply for a particular Upgrade.
The Upgrades that a cardholder has chosen, and that we have
agreed to, will be shown on the Certificate of Insurance. The
cardholder will be required to pay us any premium that applies.
Overseas Travel Policy for people aged 80
or over Upgrade
If you are aged 80 or over at the relevant time, cover for the
following benefits will only apply to you provided you have
completed a medical assessment, we have agreed to cover you
and you have paid Us any premium that applies.
• Benefit 1: Overseas Emergency Medical Assistance
• Benefit 2: Overseas Emergency Medical and Hospital
Expenses
• Benefit 4: Overseas Funeral or Cremation, or Body
Repatriation
• Benefit 5: Cancellation Costs (where a claim is due to the
death, injury, sickness or disease of a cardholder or spouse
aged 80 or over at the time of activation)
You cannot apply for this Upgrade if:
• you have commenced your journey, or
• the start date shown on your Certificate of Insurance has
passed.
We have the absolute right to accept or decline the application
for an Upgrade, or impose special conditions such as an extra or
increased excess.
Existing medical conditions
We cover some existing medical conditions described on
pages 22-24. If you need cover for conditions outside the
specified criteria or for other conditions you can apply for this
Upgrade by:
• completing a medical assessment online when you activate
your policy, or
• calling us to complete a medical assessment.
Once we have agreed to cover you and you have paid us any
premium that applies and we have issued a Certificate of
Insurance confirming this Upgrade, cover will apply under the
Overseas Travel Policy for the following benefits:
• Benefit 1: Overseas Emergency Medical Assistance
• Benefit 2: Overseas Emergency Medical and Hospital
Expenses
• Benefit 4: Overseas Funeral or Cremation, or Body
Repatriation
• Benefit 5: Cancellation Costs
We will not pay any claims arising from, related to or associated
with your existing medical condition if:
• you do not apply for this Upgrade cover for that existing
medical condition
• you apply for this Upgrade cover for that existing medical
condition and we do not agree to provide cover for that
existing medical condition, or
• we agree to provide cover for that existing medical
condition and you do not pay the required extra premium.
This means that you will have to pay for an overseas medical
emergency which can be very expensive in some countries.
You cannot apply for this Upgrade if:
• you have commenced your journey, or
• the start date as shown on your Certificate of Insurance has
passed.
If you have any questions about existing medical conditions,
please call Cover-More on 1300 467 951.
6564
Extension of period of cover
If a cardholder intends to be travelling for longer than the
period of cover applying to the eligible credit card, the
cardholder can apply to extend the relevant period of cover.
Note: The maximum length of any journey is 12 months.
• Diamond, Smart Awards and Ultimate Awards cardholders
receive 12months cover per journey without having to
upgrade. This 12 month period cannot be extended.
• Gold & Platinum cardholders receive up to a 3 months cover
for any one journey and can apply to extend the journey for
up to a further 9 months.
If accepted and the cardholder pays us any premium that
applies, the cardholder’s Certificate of Insurance will show the
extended period of cover.
Increased rental vehicle insurance excess
A cardholder can increase the benefit limit that applies to
Benefit 14: Rental Vehicle Insurance Excess, Overseas Travel
Policy, page 64, by nominating the level of extra cover
required from the options we make available. The cardholder
must pay us any premium that applies.
This increased benefit limit is in addition to the benefit limit
provided under the Overseas Travel Policy and is the amount
that will be shown on the cardholder’s Certificate of Insurance.
Adventure Plus
As well as the cover we provide you under the Overseas Travel
Policy, the cardholder can pay to upgrade cover to include
participation in the adventure activities shown below during
your journey. Cover is subject to meeting the criteria listed and
starts from the time the extra premium is paid.
You cannot apply for this Upgrade if:
• you have commenced your journey, or
• the start date as shown on your Certificate of Insurance has
passed.
The maximum amount we will pay for all claims combined
under each benefit is shown in a table in the relevant benefit
section in the Overseas Travel Policy. In addition to any
exclusions listed under each benefit, please also check General
exclusions on pages 35-41 for other circumstances when
we will not pay.
Adventure Plus activities
• Closed circuit triathlon up to a 1.5 kilometre swim, 40
kilometre bike ride and 10 kilometre run.
• Scuba diving if the maximum depth is between 30 metres
and 50 metres below the surface, provided you are diving
under the direction of an accredited dive marshal, instructor
or guide; or, if qualified, are diving within the guidelines of
the relevant* diving or training agency or organisation and
not diving alone.
*BSAC Sports Diver – 35 metres, BSAC Dive Leader – 50
metres, PADI Advanced Open Water – 30 metres, PADI Dive
Master – 40 metres, PADI Deep Dive Speciality – 40 metres,
SSI Advanced Open Water – 30 metres, SSAC Sports Diver
– 35 metres or SSAC Master Diver – 50 metres.
• Scuba diving to a depth greater than 50 metres below the
surface, provided you are qualified to do so, and are diving
within the guidelines of the relevant diving or training agency
or organisation, are diving with a professionally organised
party, and not diving alone.
• Trekking (which does not require specialist climbing
equipment) that reaches a maximum altitude between
4000 metres and 6000 metres above sea level, if the trek
takes more than 2 days to complete.
• Trekking the Kokoda Track.
Note: We will not pay claims involving your participation
during the journey in any activity undertaken in a professional
capacity.
Motorcycle/Motorscooter/Quadbike Plus
As well as the cover we provide you under the Overseas
Travel Policy, the cardholder can pay to upgrade cover for
participation in the activities shown below during your journey.
Cover is subject to meeting the criteria listed and starts from
the time the extra premium is paid.
You cannot apply for this Upgrade if:
• you have commenced your journey, or
• the start date shown on your Certificate of Insurance
has passed.
The maximum amount we will pay for all claims combined
under each benefit is shown in a table in the relevant benefit
section in the Overseas Travel Policy. In addition to any
exclusions listed under each benefit, please also check General
exclusions on pages 35-41 for other circumstances when
we will not pay.
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Motorcycle/Motorscooter/Quadbike riding as the driver
or passenger
Even if the cardholder pays the extra premium, you will only be
covered if:
• the engine capacity is between 51cc and 250cc inclusive if
riding a motorcycle/motorscooter
• while in control of a motorcycle, motorscooter or quadbike
you hold a valid Australian motorcycle rider’s licence or
Australian motor vehicle driver’s licence
• while you are a passenger the driver holds a valid licence for
riding that vehicle
• you are wearing a helmet
• you are not participating in a professional capacity
• you are not racing, and
• you are not participating in motocross.
Note: No cover will apply under Benefit 3: Personal Liability on
pages 46-47. This means you are responsible to pay costs
associated with damage to the vehicle or property or injury to
another person.
Snow Extras
As well as the cover we provide you under the Overseas Travel
Policy, for snow-based activities conducted on-piste (except
those listed under General exclusions), a cardholder can pay
to upgrade your policy to include the Benefits 16.1 - 16.6
provided in the Snow Extras.
The maximum amount we will pay for all claims combined
under each benefit is shown in the relevant benefit section.
In addition to the exclusions listed under each benefit, please
also check General exclusions on pages 35-41 for other
circumstances when we will not pay.
Benefit 16.1: Your Snow Sport
Equipment
If snow sport equipment you own is accidentally damaged,
permanently lost or is stolen during your journey, we will pay
the lesser of the repair cost, the replacement cost, the amount
it would cost us to repair or replace the item(s) allowing for any
trade discounts we are entitled to or the original purchase price.
Our payment will not exceed the original purchase price of an
item. Pairs or sets of equipment e.g. skis, ski poles, boots, or
bindings are considered to be one item, not 2 or more separate
items.
Where the incident occurred while travelling with a transport
provider, you may be entitled to compensation. We will pay the
dierence between the amount you have been reimbursed and
the amount of your loss.
The maximum benefit limit for this section is:
Gold, Platinum, Diamond, Smart & Ultimate
cardholder only cardholder with family
$2,000 $4,000
We will not pay for:
1. items left behind in any:
a. cruise cabin, hostel, hotel or motel room or peer to peer
service type accommodation (including but not limited
to Airbnb) after you have checked out, or
b. aircraft, bus, car, peer to peer service transport vehicle
(including but not limited to Uber), rental car, ship, taxi,
train, tram or any other vehicle or vessel
2. lost or stolen snow sport equipment, that is not reported to
the:
a. police or security personnel
b. responsible transport provider (if your items are lost or
stolen while travelling with a transport provider), or
c. accommodation provider
All cases of loss or theft must be reported as soon as
possible and within 7 days. A copy of the relevant report
must be submitted for any claim involving loss or theft. If
you are unable to provide us with a copy of the relevant
report, you must provide us with a reasonable explanation
and details of the time and place you made the report,
including their contact details
3. snow sport equipment items sent unaccompanied by you or
under a freight contract
4. loss or damage caused by atmospheric or climatic
conditions, wear and tear, vermin or any process of cleaning,
repairing, restoring or alteration
5. snow sport equipment left behind, forgotten, misplaced,
walked away from or left unattended in a public place
6. snow sport equipment left unattended in any motor
vehicle overnight even if they were in a concealed storage
compartment
7. snow sport equipment left unattended in any motor vehicle,
unless it was stored in a concealed storage compartment
of a locked motor vehicle and forced entry was gained: cover
is limited to a maximum amount of $200 for each item, and
$1,000 in total for all stolen items
8. loss or damage to snow sport equipment while it is in use,
or
6968
9. claims relating to you participating in ice skating, o-
piste or backcountry activities, bobsleighing, snow rafting,
parapenting, heli-skiing, ski acrobatics, ski or snowboard
jumping, aerial skiing, stunting, freestyle, skijoring or
any form of power-assisted skiing or use of mechanised
snowmobiles, except when provided by the recognised
piste authorities for transporting you to and from
designated areas.
Benefit 16.2: Snow Sport Equipment Hire
Snow sport equipment owned by you
If snow sport equipment you own is misdirected or delayed for
a period of more than 24 hours, or is lost, stolen or damaged
(and as part of a claim under Benefit 16.1) we will pay for the
costs of hiring alternative snow sport equipment.
Snow sport equipment hired by you
If you are charged by the hire company following the loss of, or
damage to, the snow sport equipment you hired, we will pay for
the snow sport equipment hire insurance excess.
The maximum benefit limit for this section is:
Gold, Platinum, Diamond, Smart & Ultimate
cardholder only cardholder with family
$2,000 $4,000
Benefit 16.3: Snow Sport Package
If you are unable to use your prepaid ski passes, snow sport
equipment hire, tuition fees or lift passes due to you suering a
disabling injury, sickness or disease during your journey, we will
reimburse you the unused portion of those costs.
You must obtain a medical certificate from your treating
medical practitioner.
The maximum benefit limit for this section is:
Gold, Platinum, Diamond, Smart & Ultimate
cardholder only cardholder with family
$1,250 $2,000
We will not pay for claims relating to you:
1. participating in ice skating, o-piste or backcountry
activities, bobsleighing, snow rafting, parapenting,
heli-skiing, ski acrobatics, ski or snowboard jumping,
aerial skiing, stunting, freestyle, skijoring or any form of
power-assisted skiing or use of mechanised snowmobiles
except when provided by the recognised piste authorities for
transporting you to and from designated areas, or
2. staying in resorts in the northern hemisphere outside the
period 15th December to 31stMarch or the southern
hemisphere outside the period 15th June to 30th
September (except resorts open outside of these periods
that have sucient snow for normal skiing activities).
Benefit 16.4: Piste Closure
If all lift systems in your pre-booked holiday resort are closed
for more than 24 hours as a result of bad weather, power failure
or not enough snow, we will pay you up to $100 for each 24
hour period for the costs of transport to the nearest resort or
additional ski passes.
The maximum benefit limit for this section is:
Gold, Platinum, Diamond, Smart & Ultimate
cardholder only cardholder with family
$1,250 $2,000
We will not pay for claims relating to:
1. resorts that do not have skiing facilities more than 1,000
metres above sea level, or
2. you staying in resorts in the northern hemisphere outside
the period 15th December to 31stMarch or the southern
hemisphere outside the period 15th June to 30th
September (except resorts open outside of these periods
that have sucient snow for normal skiing activities).
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Benefit 16.5: Bad Weather and Avalanche
Closure
If your pre-booked outward or return journey is delayed for
more than 12 hours from your scheduled departure time
because of an avalanche or bad weather, we will pay you for
additional travel and accommodation expenses you incur as a
result of the delay.
You must have confirmation from the appropriate authority
confirming the reason for, and length of, the delay.
The maximum benefit limit for this section is:
Gold, Platinum, Diamond, Smart & Ultimate
cardholder only cardholder with family
$1,250 $2,000
We will not pay for claims relating to:
1. resorts that do not have skiing facilities more than 1,000
metres above sea level, or
2. you staying in resorts in the northern hemisphere outside
the period 15th December to 31stMarch or the southern
hemisphere outside the period 15th June to 30th
September (except resorts open outside of these periods
that have sucient snow for normal skiing activities).
Benefit 16.6: Snow Skiing/Boarding O-
piste and Heli-skiing/Boarding
Claims arising from your participation in the following activities
during your journey are covered if the cardholder adds the
Snow Pack to the Overseas Travel Policy and pays us an extra
premium. Cover starts from the time the extra premium is paid.
Cover is subject to meeting the criteria listed below.
Snow skiing/boarding o-piste and heli-skiing/boarding
provided:
a. you are under 70 years of age at the time you activate the
Overseas Travel Policy
b. while heli-skiing/boarding you are on a guided tour with a
licensed tour operator
c. when skiing or snowboarding o-piste, you are not going
against local advice or warning
d. you are not participating in a professional capacity, and
e. you are not racing.
Cruise Extras
As well as the cover we provide you under the Overseas Travel
Policy for cruising, the cardholder can pay to upgrade your
policy to include the Benefits 17.1 - 17.5 provided in the Cruise
Extras.
The maximum amount we will pay for all claims combined
under each benefit is shown below the relevant section. In
addition to any exclusions listed under each benefit, please
also check General exclusions on pages 35-41 for other
circumstances when we will not pay.
Benefit 17.1: Cabin Confinement
If during the period of cover you suer a disabling injury,
sickness or disease on a cruise vessel and the on board treating
medical practitioner orders you to be confined to your cabin
or the on board hospital we will pay you $50 for each 24 hour
period of confinement.
The maximum benefit limit for this section is:
Gold, Platinum, Diamond, Smart & Ultimate
cardholder only cardholder with family
$500 $1,000
Benefit 17.2: Prepaid Shore Excursion
Cancellation
If you have a covered cabin confinement claim (see
Benefit17.1), we will pay you any cancellation costs incurred
if you could not participate in your prepaid shore excursion(s)
during that period of confinement.
The maximum benefit limit for this section is:
Gold, Platinum, Diamond, Smart & Ultimate
cardholder only cardholder with family
$1,250 $2,000
Benefit 17.3: Formal Wear Damaged,
Lost or Stolen
If your formal wear is accidentally damaged, permanently lost or
is stolen during your journey, we will pay the lesser of:
• the repair or replacement cost, or
• the original purchase price.
Our payment will not exceed the original purchase price of an
item. Pairs or sets of formal wear (e.g. gloves, shoes and suits)
are considered to be one item, not 2 or more separate items.
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The maximum benefit limit for this section is:
Gold, Platinum, Diamond, Smart & Ultimate
cardholder only cardholder with family
$1,250 $2,000
We will not pay for:
1. items left behind in:
a. any hostel, hotel or motel room or peer to peer service
type accommodation (including but not limited to
Airbnb) after you have checked out
b. any aircraft, bus, car, peer to peer service transport
vehicle (including but not limited to Uber), rental car,
ship, taxi, train, tram or any other vehicle or vessel
c. a cruise vessel cabin after you disembarked
2. lost, misplaced or stolen formal wear, that is not reported to
the:
a. police or security personnel
b. responsible transport provider (if your items are lost or
stolen while travelling with a transport provider), or
c. accommodation provider
All cases of loss or theft must be reported as soon as
possible and within 7 days. A copy of the relevant report
must be submitted for any claim involving loss or theft. If
you are unable to provide us with a copy of the relevant
report, you must provide us with a reasonable explanation
and details of the time and place you made the report,
including their contact details
3. damage or loss caused by atmospheric or climatic
conditions, wear and tear, vermin or any process of cleaning,
repairing, restoring or alteration, or
4. items left behind, forgotten, misplaced, walked away from or
left unattended in a public place.
Benefit 17.4: Delayed Formal Wear
If, on the outward leg of your journey, your formal wear is
delayed, misdirected or misplaced for over 12 hours from the
time you boarded the cruise vessel and it is necessary to buy or
hire replacement formal wear, we will pay you the reasonable
expenses to do so.
The maximum benefit limit for this section is:
Gold, Platinum, Diamond, Smart & Ultimate
cardholder only cardholder with family
$250 $500
We will not pay for:
1. claims under this benefit if you are entitled to compensation
from the bus line, airline, shipping line or rail authority you
were travelling on for the relevant amount claimed. However,
if you are not reimbursed the full amount, we will pay the
dierence between the amount of your expenses and what
you were reimbursed, up to the limit of your cover.
Benefit 17.5: Marine Rescue Diversion
If the cruise vessel you are travelling on is obliged to carry out
a marine rescue during your journey, we will give you $100 for
each 24 hour period the diversion lasts up to a maximum of 5
days.
Cover applies where the marine rescue is carried out according
to international conventions governing the Law of the Sea and
Search and Rescue.
The maximum benefit limit for this section is:
Gold, Platinum, Diamond, Smart & Ultimate
cardholder only cardholder with family
$500 $1,000
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Other
Insurances
A range of protections are included, such as insurance for
Interstate Flight Inconvenience, Price Guarantee, Purchase
Security and Extended Warranty.
Insurance will apply for purchases made using your eligible credit
card. E.g. For Extended Warranty the entire cost of the personal
goods item must be charged to the eligible credit card account.
Interstate Flight Inconvenience and Price Guarantee do not apply
to Gold cards.
These insurance covers are subject to the conditions, exclusions,
limits, sub-limits and terms following and must be read in
conjunction with Important Information. You must also check
General exclusions, pages 35-41, for other reasons why
we will not pay.
Included at no extra cost upon spend.
Interstate Flight Inconvenience
Interstate Flight Inconvenience is a cover available to
Commonwealth Bank personal Platinum, business Platinum,
personal Diamond, personal Smart Awards and personal
Ultimate Awards cardholders, subject to the following terms
and conditions and the details in Important Information. It is not
available to Norfolk Island Residents.
It covers the cardholder during interstate travel, provided the
cardholder charges the entire cost of their return interstate
flight to their eligible credit card account.
This cover extends to the personal Platinum, personal
Diamond, personal Smart Awards or personal Ultimate Awards
cardholder’s family, provided they are travelling with the
personal Platinum, personal Diamond, personal Smart Awards or
Ultimate Awards cardholder and the entire cost of their return
interstate flights were also charged to the personal Platinum,
personal Diamond, personal Smart Awards or personal Ultimate
Awards cardholder’s eligible credit card account.
For Benefit 4: Cancellation of Domestic Travel Arrangements, this
cover starts once the entire cost of your return interstate flight
has been charged to the Platinum, Diamond, Smart Awards or
UltimateAwards cardholder’s eligible credit card account and
ceases when you commence your interstate flight.
For all other benefits under this Interstate Flight Inconvenience,
cover starts on the earlier of:
• the departure date shown on your return interstate flight
ticket, or
• the time you leave your home if you travel directly from that
home to the airport shown on your return interstate flight
ticket.
Cover ceases when the first of the following occurs:
• 7 days after the departure date shown on the business
Platinum cardholder’s return interstate flight ticket
• 14 days after the departure date shown on the personal
Platinum, personal Diamond, personal Smart Awards or
personal Ultimate Awards cardholder’s return interstate
flight ticket
• When you cancel your interstate flight ticket
• When you return to your home if you travel directly to that
home from the airport shown on your return interstate
flight ticket
Insurance cover for ‘business goods’ is only available to
business Platinum cardholders
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1. Delays
a. Flight delay
If your intended interstate flight is delayed by 4 hours or more,
and no alternative transport is made available, you are entitled
to charge up to $35 for each of you to the cardholder’s eligible
credit card account for meals and refreshments, up to a total of
$100.
b. 12 hour luggage delay
If, following your interstate flight, your luggage containing
clothes and toiletries is delayed in getting to you for over 12
hours, you are entitled to charge up to $150 for each of you
to the cardholder’s eligible credit card account for essential
clothing and toiletries, up to a total of $450.
2. Loss of or damage to business items or personal
goods
We insure you during your interstate travel, while this cover is in
force, for the theft and accidental loss of, or damage to, clothing
and your business items or personal goods that you have with
you. We will pay up to a maximum amount of $750 for each
item to a maximum of $1,500 in total per trip.
We do not cover your business items or personal goods
under this benefit in any of the circumstances specified in
the Overseas Travel Policy, Benefit 10: Baggage and Personal
Goods under ‘We will not pay for’.
If an item is damaged, lost or stolen, after deducting
depreciation as shown in the depreciation table, we will repair
the item if it is practical and economic to do so. If it is not
practical and economic to repair the item and depreciation
is not applicable, we will replace the item or provide you
with a replacement voucher if the item is available from our
usual suppliers. If the above do not apply, we will pay you the
monetary value of the item.
Where the item is part of a pair or set, you will receive no more
than the value of the particular part or parts lost, stolen or
damaged, regardless of any special value that the item may have
by way of being part of such pair or set. Our payment will not be
more than the amount you paid for the item and depreciation
will be deducted in accordance with the table following (where
applicable).
An excess of $250 applies. See Policy conditions, 1. Excess –
what you contribute to your claim on page 16 for details.
Depreciation table
Items
Age of
item and
depreciation
that applies
Jewellery
(not
watches or
costume
jewellery)
Communication
devices, all
computers, electrical
devices, electronics
equipment, phones,
all, photographic
equipment, smart
watches, tablet
computers
Any other
items
New-24
months
0% 0% 0%
25-36
months
0% 60% 36%
More than 36
months
0% 60% 60%
3. Funeral expenses as a result of accidental death
If, while on interstate travel and while this cover is in force, you
die as a result of injury caused accidentally, directly and solely
by a sudden physical force (but not illness or disease), we will
pay:
1. the reasonable costs of returning your remains or ashes to
your home town/city in Australia and/or
2. the cost of the funeral or cremation.
The maximum amount we will pay for this benefit is up to
$2,500 for each of you, to a maximum of $7,000.
4. Cancellation of domestic travel arrangements
Under this benefit, we cover you for your cancelled non-
refundable travel arrangements (but not taxes, airport or travel
agent charges), and additional travel and accommodation
expenses associated with the cancellation, to a maximum of
$3,000.
An excess of $250 applies. See Policy conditions, 1. Excess –
what you contribute to your claim on page 16 for details.
Cover applies if travel arrangements you have paid for are
cancelled for any of the following reasons, provided the entire
cost of your return interstate flight has already been charged to
the cardholder’s eligible credit card account:
1. Yo u , your travel companion or a relative unexpectedly:
a. die(s)
b. is seriously injured, or
c. become(s) seriously ill.
We will need to see a medical advice written by a medical
practitioner regarding any of the above events, and be
satisfied that the expenses involved are reasonable
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2. Yo u or your travel companion’s normal residence in
Australia is totally destroyed but not as a result of an
act of terrorism
3. Yo u or your travel companion are quarantined
4. Yo u or your travel companion are subpoenaed to attend
court in Australia
5. Your arranged travel is cancelled or delayed by the
carrier because of an unexpected natural disaster or the
mechanical breakdown of the aircraft
6. Yo u are involuntarily made redundant from permanent full-
time employment in Australia after a continuous working
period of 2 years with the same employer and where you
would not have been aware before the interstate flight was
purchased that the redundancy was to occur.
Price Guarantee
Price Guarantee cover is available to Commonwealth Bank
personal Platinum, business Platinum, personal Diamond,
personal Smart Awards and personal Ultimate Awards
cardholders, when:
• business items or personal goods to the value of $10,000
are purchased by a Platinum, Diamond, Smart Awards
or Ultimate Awards cardholder in a store (not online) in
Australia, and
• the entire cost is charged to the Platinum, Diamond, Smart
Awards or Ultimate Awards cardholder’s eligible credit card
account.
Cover is subject to the following and the details contained in
Important Information.
What is covered?
This cover refunds the cardholder the dierence in price if,
within 21 days of the purchase, they advise us that they have,
subsequent to their purchase, received a printed or emailed
catalogue showing the same business items or personal goods
for a lower price in a store within 25 kilometres of the store that
the business items or personal goods were purchased, and the
price dierence is greater than $75.
To make a claim, you must report the cheaper article and
submit your claim to us within 30 days of the purchase of the
business items/personal goods.
The cheaper business item or personal goods must be: the
same model number, the same model year and produced by the
same manufacturer as the business items or personal goods
purchased by you.
What is the cover limit?
Provided the price dierence is greater than $75, we will refund
the price dierence up to a maximum amount of $500 for any
one item, set or pair items (including attached and unattached
accessories).
What is not covered?
This section does not cover business items or personal goods
purchased or advertised exclusively on the internet.
Purchase Security
Purchase Security is a cover available to all Commonwealth
Bank eligible cardholders, subject to the following terms and
conditions and the details contained in Important Information of
this booklet.
This cover provides 90 consecutive days of cover (from the
date of purchase) in the event of loss, theft or damage of a
wide range of new business items or personal goods purchased
anywhere in the world, when those items are charged to the
cardholder’s eligible credit card account or purchased by
redeeming Commonwealth Awards points.
We do not cover your business items or personal goods
under this benefit in any of the circumstances specified in
the Overseas Travel Policy, Benefit 10: Baggage and Personal
Goods under ‘We will not pay for’.
If an item is damaged, lost or stolen we will repair the item if
it is practical and economic to do so. If it is not practical and
economic to repair the item, we will replace the item or provide
you with a replacement voucher if the item is available from our
usual suppliers. If the above do not apply, we will pay you the
monetary value of the item.
Where the item is part of a pair or set, you will receive no more
than the value of the particular part or parts lost, stolen or
damaged, regardless of any special value that the item may
have by way of being part of such pair or set. Our payment will
not be more than the amount you
paid for the item.
Terms and conditions
1. This cover provides automatic insurance protection for new
business items or personal goods when their purchase is
charged to an eligible credit card or the purchase is made
by direct redemption of Commonwealth Awards points,
unless the business items or personal goods and/or claims
are excluded by the policy’s terms and conditions, or the
cardholder fails to comply with the policy conditions in
this booklet. For the avoidance of doubt, business items or
personal goods being purchased by instalment payments
(e.g. mobile phone contracts) are not covered until the final
payment is made.
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2. Cover extends to permanent Australian residents who
receive the new business items or personal goods as a gift
from a cardholder who has purchased the business items
or personal goods in accordance with point 1 above. For the
purpose of this cover, these persons are also referred to as
cardholder or cardholders.
3. The business items or personal goods are insured anywhere
in the world for 90 consecutive days from the date of
purchase in the event of loss, theft or damage. However,
there is no cover until you have taken possession of the
business items or personal goods.
4. An excess of $100 applies. See Policy conditions, 1. Excess –
what you contribute to your claim on page 16 for details.
What are the cover limits?
We will pay the lesser of:
1. the actual amount charged to the cardholder’s eligible
credit card account to purchase the new business items or
personal goods
2. the market value of the business items or personal goods
purchased through the redemption of Commonwealth
Awards points
3. in respect of jewellery, watches and fine arts, a maximum
amount of:
a. $3,000 for personal Gold, personal Platinum business
Gold and business Platinum cardholders, and
b. $10,000 for personal Platinum, personal Diamond,
personal Smart Awards and personal Ultimate Awards
cardholders, or
4. up to a maximum in any 12 month period of:
a. $6,000 for business Gold and business Platinum
cardholders
b. $125,000 for personal Gold cardholders, and
c. $200,000 for personal Platinum, personal Diamond,
personal Smart Awards and personal Ultimate Awards
cardholders
in respect of any one eligible credit card account.
Extended Warranty
Extended Warranty is a cover available to all Commonwealth
Bank eligible cardholders, subject to the following terms and
conditions and the details contained in Important Information of
this booklet.
The purpose of the cover is to extend the manufacturer’s
expressed written Australian warranty on business items or
personal goods (the warranty that is applicable and able to be
fulfilled within Australia and that has been properly registered
with the manufacturer). This is provided the purchase is
charged to the cardholder’s eligible credit card account or is
purchased by redeeming Commonwealth Awards points.
The business items or personal goods may come with
guarantees from the seller and/or the manufacturer that cannot
be excluded under the Australian Consumer Law or other
relevant law and that may entitle you to a replacement or refund
for a major failure and compensation for any other reasonably
foreseeable loss or damage.
You may also be entitled to have the goods repaired or replaced,
if the goods fail to be of acceptable quality and the failure does
not amount to a major failure.
This Extended Warranty operates alongside, and in addition
to, and does not change or take away any rights you may have
under, the Australian Consumer Law in relation to your business
items or personal goods. However, you can choose to make a
claim under this cover even if you have rights under the law.
Terms and conditions
1. The cover provided by this Extended Warranty in respect of
the purchase of business items or personal goods comes
into eect at the end of the Australian warranty period that
applies to those business items or personal goods and
covers the cost to repair or replace the business items or
personal goods.
2. This Extended Warranty period will be for a duration
equivalent to the Australian warranty period, up to a
maximum of one full year, and does not apply if the
Australian warranty exceeds 5 years.
The table below sets out examples of how extended warranty
periods apply:
Australian warranty period Extended warranty period
7 days 7 days
14 days 14 days
1 month 1 month
6 months 6 months
1 to 5 years 1 year
Over 5 years No cover
3. Only covered breakdowns are eligible for Extended Warranty.
A covered breakdown means the failure of business items
or personal goods to operate for the purpose for which they
were designed as a result of a breakdown or defect, provided
the breakdown or defect is covered by the terms of the
Australian warranty.
4. Yo u must take all reasonable care to protect and maintain
the business items or personal goods insured under this
cover.
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5. If a claim is to be paid under this cover, you must obtain
approval from us prior to proceeding with any repairs or
replacement of the business items or personal goods,
which have broken down, or are defective. You must also
retain the business items or personal goods or parts for our
inspection.
6. An excess of $100 applies. See Policy conditions, 1. Excess –
what you contribute to your claim on page 16 for details.
What are the cover limits?
We will not pay more than:
1. the actual Australian dollar purchase price of the business
items or personal goods charged to the eligible credit card
account
2. the market value of the business items or personal goods
purchased through the redemption of Commonwealth
Awards points, and
3. up to a maximum in any 12 month period of:
a. $6,000 for business Gold and business Platinum
cardholders
b. $10,000 for personal Gold cardholders, and
c. $20,000 for personal Platinum, personal Diamond,
personal Smart Awards and personal Ultimate Awards
cardholders
in respect of any one eligible credit card account.
8584
General Information
General Insurance Code of Practice
We are a signatory to the General Insurance Code of Practice (the
Code) and support the Code. The objectives of the Code are:
• to commit us to high standards of service;
• to promote better, more informed relations between us and
you;
• to maintain and promote trust and confidence in the general
insurance industry;
• to provide fair and eective mechanisms for the resolution
of complaints and disputes you make about us; and
• to promote continuous improvement of the general
insurance industry through education and training.
The Code Governance Committee is an independent body that
monitors and enforces insurers compliance with the Code.
Further information about the Code or the Code Governance
Committee and your rights under it is available at
insurancecouncil.com.au/cop/ or by contacting us.
Financial Claims Scheme
If the insurer becomes insolvent, you may be entitled to
payment under the Financial Claims Scheme (FCS). Access to
the FCS is subject to eligibility criteria. Please visit fcs.gov.au for
information.
We respect your privacy
In this Privacy Notice the use of “we”, “our” or “us” means both
Cover-More and the insurer, unless specified otherwise.
Why your personal information is collected
We collect your personal information (including sensitive
information) to help us in:
• identifying you and conducting necessary checks
• determining what services or products we can provide to
you and/or others
• issuing, managing and administering services and products
provided to you and/or others including claims investigation,
handling and payment, and
• improving services and products, e.g. training and
developing representatives, product and service research,
data analysis and business strategy development.
Cover-More also collects your personal information to provide
you with special oers of other services and products that may
be of interest to you.
How your personal information is collected
We may collect your personal information through websites,
from data you or your travel consultant input directly, or
through cookies and other web analytic tools, also via email, fax,
telephone or in writing.
We collect personal information directly from you unless:
• you have consented to collection from someone else
• it is unreasonable or impracticable for us to do so, or
• the law permits us to collect from someone else.
We also collect additional personal information from other third
parties to provide you with our services and products. If you
provide personal information to us about another person you
must only do so with their consent and agree to make them
aware of this Privacy Notice.
Who we disclose your personal information to
We may disclose your personal information to other parties and
service providers for the reasons explained above. The other
parties and service providers include:
• insurers and reinsurers
• medical providers, travel providers and your travel consultant
• our lawyers and other professional advisers
• our related companies and other representatives or
contractors who we have hired to provide services or to
monitor the services provided by us or our agents, our
products or operations, and/or
• other parties we may be able to claim or recover against or
other parties where permitted or required by law.
Additional parties and service providers are detailed in the
Cover-More Privacy Policy and the insurer’s Privacy Statement.
The contractual arrangements that we have in place with these
parties and service providers generally include an obligation for
them to comply with Australian privacy laws.
We may need to disclose personal information about you to
other parties and service providers, some of whom may be
located overseas. Who they are may change from time to
time. Generally these recipients will be located in the overseas
countries you travelled to over the duration of your policy and
your claim. These recipients would usually be service providers,
such as medical providers, providers of travel-related services,
investigators, assessors and facilitators or our related entities
that carry out services on our behalf in relation to your policy
and your claim. Further details of these types of recipients
are set out in the Cover-More Privacy Policy and the insurer’s
Privacy Statement.
8786
We may not always be able to take reasonable steps to ensure
that these recipients comply with the Privacy Act 1988. Some
of the countries where these recipients are based may not oer
the same protection or obligations that are oered by the Act in
Australia. By acquiring the services and products from us, you
agree that you may not be able to seek redress under the Act, or
from us and/or from the recipients in overseas countries, or to
the extent permitted by law.
You and any other traveller included on the policy consent to
these uses and disclosures unless you tell Cover-More, using
the contact details following.
Your choices
If you choose not to provide your personal information and/
or choose not to consent and/or withdraw your consent to the
use and disclosure of your personal information, set out in this
Privacy Notice, at any stage, we may not be able to provide our
services or products or manage and administer services and
products to you and/or others.
If you wish to withdraw your consent, including for things such
as receiving information on products and oers, please contact
Cover-More using the following methods.
More information
For more information about how your personal information is
collected, used or disclosed, how to access or seek correction to
your personal information or how to make a complaint and how
such a complaint will be handled, please contact us or refer to
the relevant website.
Cover-More Privacy Ocer
Cover-More Insurance Services Pty Ltd
Mail: PO Box 2027, North Sydney NSW 2059 Australia
Email: privacy.o[email protected]
Call: 1300 72 88 22
Website: covermore.com.au/covermore_privacy_policy
ZAIL Privacy Ocer
Zurich Australian Insurance Limited
Mail: PO Box 677, North Sydney NSW 2059
Email: privacy.o[email protected]
Call: 132 687
Website: zurich.com.au/important-information/privacy
Complaints and disputes resolution
process
We and Cover-More are committed to resolving any complaint
or dispute fairly.
If you have a complaint about an insurance product we
issued or the service you have received (from us or one of our
representatives), please contact us. We will put you in contact
with someone who can help to resolve the complaint. You can
talk over the phone, email or write:
• Call Cover-More on 1300 467 951
• Write to the Customer Relations Manager
Post: PO Box 2027, North Sydney NSW 2059
Email: customerrelationsCB[email protected]
We will acknowledge receipt of your complaint within 24 hours
or as soon as practicable.
If you are not satisfied with our initial response, you may use our
Internal Dispute resolution process.
We expect that our internal dispute resolution process will deal
fairly and promptly with your complaint, however, you may take
your complaint to the Australian Financial Complaints Authority
(AFCA) at any time.
AFCA is an independent dispute resolution scheme. We
are a member of this scheme and we agree to be bound by
its determinations about a dispute. AFCA provides fair and
independent financial services complaint resolution that is free
to you.
Their contact details are:
Australian Financial Complaints Authority
Call: 1800 931 678
Address: GPO Box 3, Melbourne VIC 3001
Email: info@afca.org.au
Website: afca.org.au
If your complaint or dispute falls outside the AFCA rules, you
can seek independent legal advice or access any other external
dispute resolution options that may be available to you.
8988
About the Group Policy
The Group Policy is a contract of insurance between us and the
Commonwealth Bank who is the insured entity under the policy.
Access to benefits under the Group Policy is provided to
cardholders solely by operation of section 48 of the Insurance
Contracts Act 1984.
Cardholders do not enter into any agreement with us and
cannot vary or cancel the Group Policy, as they are not the
contracting insured. If we or the Commonwealth Bank cancel or
vary the Group Policy, neither we or the Commonwealth Bank
need to obtain consent to do so.
We do not provide any notices to cardholders. We only send
notices to the Commonwealth Bank (to whom we have
contractual obligations).
You are not obliged to accept any of the cover benefits, but
if you wish to make a claim under the Group Policy then you
have the same obligations to us as the Commonwealth Bank
in accordance with the Insurance Contracts Act. We have the
same rights regarding cardholders as we have regarding the
Commonwealth Bank.
Neither we nor the Commonwealth Bank hold anything in trust,
for the benefit of, or on your behalf under the Group Policy.
The Commonwealth Bank does not act on our behalf or on your
behalf in relation to the insurance.
Any person who may be eligible should consider obtaining
advice as to whether the benefits are appropriate or useful
for their needs, from a person who is licensed to give such
advice. No advice is provided by us, our representatives or the
Commonwealth Bank that this insurance is appropriate or
useful for any person’s needs. Nothing prevents such persons
from entering into other insurance arrangements.
Termination of the Group Policy
The Commonwealth Bank may terminate or vary the Group
Policy at any time. If this happens, the Commonwealth Bank
will:
• give the cardholder written notice of the variation or
termination, or
• advise the cardholder that a variation or termination will occur.
In these circumstances, the Commonwealth Bank will not
provide the cardholder with a copy of the actual changes
made to the cover. The Commonwealth Bank will direct the
cardholder to the relevant website URL for the details of the
variation or termination and inform the cardholder that they
can call the Commonwealth Bank to request that a copy of the
actual changes is sent to the cardholder by post or email.
Purchases made in accordance with the existing Included Cover
before the Group Policy is varied or terminated will still be
eligible for that cover. Any purchases made after the variation
or termination of the Group Policy will not be eligible for the
existing cover.
Cancelling your policy
The cover provided under the Overseas Travel Policy or any
Upgrades can be cancelled by the cardholder at any time.
If the cardholder cancels their Overseas Travel Policy, any
Upgrades bought by the cardholder will also be cancelled at the
same time.
For Upgrades cancelled within a cooling-o period of 21 days
after you are issued your Certificate of Insurance, you will be
given a full refund of the premium you paid, provided you have
not started your journey or you do not want to make a claim.
After this period you can still cancel your cover. We will refund
to you a proportion of the premium for the unexpired period of
cover (less any non-refundable government charges and taxes
that we have paid and are not recoverable). You are not entitled
to a refund if you have started your journey, you want to make a
claim, or exercise any other right under your cover.
To cancel your cover please call Cover-More on 1300 467 951
(within Australia) or +61 2 8907 5060 (from overseas) or email
commbank@covermore.com.au.
Change of terms and conditions
From time to time, and where permitted by law, we may
change parts of the PDS and Information Booklet. We will
issue you/the cardholder with a new PDS, Information
Booklet or a Supplementary PDS or Information Booklet or
other compliant document to update the relevant details,
except in limited cases. Any updates, which are not materially
adverse to you/the cardholder from the view of a reasonable
person deciding whether to acquire this insurance, can be
found on commbank.com.au/travelinsuranceincluded. You/
the cardholder can obtain a paper copy of any updated
information, without charge, by calling Cover-More on
1300 467 951.
9190
Notes Notes
Contact details
Travel insurance
24 hour emergency assistance
Please call Australia DIRECT and TOLL FREE
from:
USA 1844 345 1662 UK 0808 234 3737
Canada 1844 345 1662 NZ 0800 632 031
Charges apply if calling from a pay phone or
mobile phone.
From all other countries or if you experience
diculties with the numbers above:
Call direct: +61 2 8907 5641
Fax: +61 2 9055 3303
General enquiries (non-emergency)
To activate your policy, upgrade your policy, ask
about claims or other details about the insurance
included with your credit card, please call or
email:
1300 467 951 (within Australia)
+61 2 8907 5060 (from overseas)
commbank@covermore.com.au
How to make a claim – See page 5
Commonwealth Bank
By phone
Australia
13 2221 131 576
Personal and Business Non-Awards
Business Awards customers
customers
From overseas
+61 2 9999 3283
Date prepared:
10 November 2023
Issue: 8
P58_CBA Credit Card Insurances_LMUS-021558-2023_2024-01
