Frequently Asked Questions

You can cancel or change your policy at any time before you leave home. If you cancel this policy for any reason within the cooling-off period which is 21 days from the date of purchase, we will give you your money back. Our cooling-off period ensures a refund of the entire premium, provided you have not started your journey, made a claim or intend on making  a claim.

The excess is the first amount of a claim which we will not pay for. Your excess will be shown on your Certificate of Insurance and only applies in the event of a claim. An excess of $25 applies to the Domestic and Domestic Cancellation Plan. Other excess amounts may be available.

Your children or grandchildren who are identified on the Certificate of Insurance and travelling with you on the journey, provided they are not in full-time employment, they are financially dependent on you and they are under the age of 21 years.

If your checked luggage is delayed with your transport provider while on your journey for more than 12 hours, there is a provision to claim for the purchase of essential items of clothing and toiletries. Make sure you get a written report from the transport provider confirming the delay and how long it was for. Details of the limits of your cover can be found in the Product Disclosure Statement.

There is an option to increase your luggage item limit for an additional cost. Please refer to the Combined FSG/PDS.

Before departure, you can contact Easy Travel Insurance and confirm the details of the item you wish to insure or you can provide the details of the item while completing your quote online to include the coverage on your policy. Please note if a claim were to arise you will be required to provide a valuation less than two years old or the purchase receipt for the item. We may be able to add extra cover to your policy for an additional premium. Check the policy brochure for limits. Please note the standard terms and conditions apply to any luggage item for which you have increased the policy limit.

Yes, we do offer one way travel cover. A one-way trip is a trip where no return ticket is booked. 
We can offer cover for up to 12 months in the USA, Canada or Africa, and no longer than 18 months for all other destinations. 
When entering your travel dates the start date is the day you leave home and the end date is the date that cover will end. 
A one-way trip is a trip where no return ticket is booked. You can return earlier than the maximum durations listed above, and not have a return ticket booked when you depart (one way journey), we are just unable to insure you for longer than the above trip lengths.

In most cases; Yes, we can offer you cover. Easy Travel Insurance policies allow you to stay 12 months for travel to USA, Canada or Africa, and up to 18 months for all other destinations.

Yes. Easy Travel Insurance policies offer cover for snow skiing and snowboarding with an extra premium. Please note you will NOT be covered if:

• You are skiing or snowboarding off-piste (unless you purchase the Adventure Pack)
• You are racing
• You are participating in a professional capacity

We cover many different types of sporting activities as long as the activity is not in a professional capacity and not listed in the "General exclusions" section of the Product Disclosure Statement. We cannot provide cover for participation in any races other than on foot (i.e. walking or running).

Our policy conditions state that "You must advise us of any claim or occurrence which may give rise to a claim as soon as possible and within 60 days of the return date shown on your Certificate of Insurance by sending a completed claim form."

If you are about to submit a claim and have exceeded the 60 day time frame please include a covering letter with your claim form explaining why you were unable to submit your claim within this period.

If you are still within the 60 day time frame but believe you may exceed it please contact our claims department on 1300 728 822 or (+61 2) 8907 5000 in order to alert them to the fact. If you believe you may exceed the time frame because you are awaiting documentation relevant to your claim please note you are welcome to submit your claim form in the meantime.

Yes you can.

Our policy conditions state that "You must advise us of any claim or occurrence which may give rise to a claim as soon as possible and within 60 days of the return date shown on your Certificate of Insurance by sending a completed claim form."

We have an Online Claims system available through the claims tab on the Easy Travel Insurance homepage that will allow you to submit your claim from anywhere in the world. That way you can submit it while all the details are still fresh.

You have the option of scanning your documents and submitting your claim through our Online Claims system (accessible through the Easy Travel Insurance Claims page) Alternatively you can fax your documents to (02) 9202 8001 or send by mail to Claims Department, Private Bag 913, North Sydney, NSW 2059 Australia - please be sure to include your claim number and/or policy number in all communications.

While we do not require the originals of your documents, we may require them at a later date for auditing purposes so we ask that you keep the originals available if we request them. 

We aim to respond to all claims within 10 working days, but if we need to request more information from either you or a third party (such as your doctor or travel agent) in order to make a decision on your claim, the time taken to assess your claim may exceed 10 days. In these cases, we will respond within 10 working days from the date we receive each document that is sent to us.

In order to reduce any delays, please send in all the documentation mentioned on the claim form for your type of claim. If you cannot provide a particular document, please explain this clearly on your claim form or give our claims team a call so we can let you know if there is something else you could send instead.

Emergency Assistance contact numbers are listed on your certificate of insurance or you can find them on our Emergency Assistance page.

No, you are not eligible for cover for medical expenses in Australia unless you are a resident of another country and travelling to Australia with an Inbound policy. If you are travelling with an Inbound policy you will only have cover for medical expenses incurred if the country you are from does not have a Reciprocal Health Agreement (RHA) with Australia.

Yes, you must complete a new medical assessment for each policy you want to take.

All Easy Travel Insurance policies automatically provide cover for some existing medical conditions subject to the criteria outlined in the Product Disclosure Statement (please see the applicable FSG/PDS for details). If your conditions don’t meet the criteria outlined in the PDS or you have any other condition(s) you will need to complete a medical assessment and if approved, an additional premium may be applicable.

As part of your online quote you can complete a medical assessment, for your existing medical conditions that are not automatically covered, which should provide an instant outcome.