We’ve got you covered
Cancellations and Alterations cover
Need to call-off your trip because of an unexpected event? Your Travel Insurance policy will take care of the costs and reimburse what you’ve lost.*
24/7 emergency assistance
Lost luggage, cancelled flights or a medical emergency… Southern Cross Emergency Assistance is just a phone call away.
Medical and Evacuation
You’re covered for emergencies such as overseas hospital, surgical and ambulance expenses.
Travel delays or interruptions
You’ll be reimbursed for unexpected delays or cancellations lasting more than 12 hours.^
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For more information refer to the Combined Financial Services Guide & Product Disclosure Statement.
Safeguard your travels in 3 simple steps
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Simply fill in your age, where you’re going, and when.
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Take a look at what’s offered and purchase the cover that’s right for you.
Pack your bags, board your flight, and remember help is just a phone call away.
Need to make a claim?
Frequently asked questions
Application and policy details
You must select the plan that covers all destinations you will be visiting. If you are visiting more than one destination during your journey, or during multiple journeys (if you have an Annual Frequent Traveller policy), you must select the plan that covers all such destinations.There are three plans available:
- 'New Zealand/South Pacific' Our 'New Zealand/South Pacific' plan covers American Samoa, Cook Islands, Fiji, French Polynesia, New Caledonia, New Zealand, Niue, Norfolk Island, Samoa, Tahiti, Tonga and Vanuatu.
- 'Limited World - Excludes USA & Canada' Our 'Limited World - Excludes USA & Canada' plan covers all destinations, except the USA and Canada.
- 'World - Includes USA & Canada' Our 'World - Includes USA & Canada' plan covers all countries. You must select this plan if you are visiting the USA or Canada, unless it is a transit stop with an immediate connection to a country other than the USA or Canada.
If you select a plan that does not cover all destinations you are travelling to, you will not be covered for events which occur in the destination that is not covered by your selected plan.
Don't forget to check smarttraveller.gov.au for any possible travel warnings for your destination.
To be eligible for the TravelCare policy, you must be:
- An Australian citizen or permanent resident with no visa restrictions; or
- A New Zealand citizen or permanent resident who resides in Australia; or
- On a visa or permit which allows you access to all publicly funded health and disability services in Australia and is valid until after your end date of insurance.
- do not intend to return to Australia on the completion of your overseas travel; or
- are travelling overseas with the intention of obtaining medical or dental treatment, cosmetic surgery or related advice;
- have been advised by a registered medical practitioner that you are not fit to travel; or
- have already departed Australia; or
- are not travelling to a destination outside of Australia.
We suggest you use the name that appears in the passport you will be travelling under. By doing so, your name will be consistent with your itinerary, tickets, copies of passport stamps and other supporting documents.
The TravelCare policy is designed for people travelling primarily for leisure. However TravelCare provides cover for your attendance at conferences, trade fairs, business training courses , business meetings or office based work (provided that no manual activities or manual work is involved).
All work is excluded under the Personal Liability section and cover for manual work is excluded from all sections of the TravelCare policy.
'Pre-Existing Conditions' are excluded under the policy. However, you can apply for cover by completing an online medical assessment during the policy application process.
Once you have entered your travel and personal details, and selected that you have a 'Pre-Existing Condition', you will be able to enter the name of the condition and if applicable, you will be prompted to provide more details about it. You will be able to view the results of your medical assessment with no obligation to purchase the policy.
Depending on the travel related risk of your 'Pre-Existing Condition', an additional premium may apply if we are able to offer cover. If you choose to pay the additional premium, the condition would be considered a 'Covered Condition' under the policy.
If there is a change to your Covered Condition after your 'Start Date of Insurance', but prior to your 'Start Date of Journey', you must notify us at email@example.com.
If we do not offer cover for your Pre-Existing Condition, or you choose to 'opt out' of having the condition covered under the policy, any claims arising directly or indirectly from the Pre-Existing Condition will be excluded under all sections of the policy.
Please check the spelling of your medical condition. If you are unsure of the spelling, type in the first few letters then select 'Search'. If this is unsuccessful, you may wish to check with your GP whether you have the correct name and spelling.
We cannot assess a condition that has not been diagnosed.
It could also be that the medical condition is rare, therefore there may not be enough global claiming data available to help us assess the potential travel related risks to provide cover for this.
If you are still experiencing issues with finding your medical condition, please contact us on 1800 196 484 and speak to one of our travel insurance specialists.
Pre-existing medical conditions are not automatically covered under the TravelCare policy, however if after a medical assessment we have offered cover for a pre-existing medical condition an additional premium will apply.
The medical assessment outcome and amount of the additional premium will depend on the potential travel related risk of your condition which is based on global claiming data, your main destination, your age and the medical assessment questionnaire.
Speak to one of our travel insurance specialists on 1800 196 484 for more information.
If your medical condition meets our definition of a 'Controlled Condition', then your condition is automatically covered and you do not need to declare it.You must notify us at firstname.lastname@example.org if there is a change to your 'Controlled Condition/s' that arises:
- after your 'Start Date of Insurance' but prior to your 'Start Date of Journey'; or
- in Australia between journeys (if you have an Annual Frequent Traveller policy).
Any further deposits or payments made in relation to your journey after you become aware of the change in your Controlled Condition are at your own risk, and may not be covered should you need to make a claim.
If your medical condition does not meet our 'Controlled Condition' definition, it is considered to be a 'Pre-Existing Condition'.
'Pre-Existing Conditions' are excluded under the TravelCare policy, however, you can choose to seek cover for a 'Pre-Existing Condition' during the application process by completing a medical assessment. If we are able to offer cover, an additional premium will be payable.
Making a claim
If, as a result of an Unexpected Event, your travel is interrupted for more than 12 hours, but you remain overseas on your Journey, we will reimburse you for each equivalent expense type (including Scheduled Transport, accommodation, tours, meals and communication), the actual and reasonable value of either:
- Your additional costs; or
- Your unused, prepaid costs.
- The maximum amount we will reimburse you is $30,000 per Journey, or the qualifying expenses you incur in the first 30 days you are delayed after the 12 hour interruption, whichever is lower amount.
Should this situation occur, please contact your travel agent or tour company in the first instance. We are happy to consider costs incurred by you that are not recoverable from any other source.
The TravelCare policy defines Actual and Reasonable costs as: losses actually incurred which are necessary and that were paid, or that would have been paid, under normal circumstances, as determined reasonably by Us.
Please note that additional travelling and accommodation expenses for which you make a claim must be of the same nature and class as originally purchased and may not be upgraded without prior written approval from SCTI.
Please retain all receipts, bank statements, original itineraries and changed travel itineraries as these will be needed when you submit a claim.
You are not covered under the TravelCare policy for participation in, or training for, the following activities at any time during your 'Period of Insurance':
- 'Professional Sport';
- individual or team sport competitions which involve monetary prizes over $500;
- 'Contact Sport';
- racing, including against time, of any sort (other than solely on foot);
- motor sports;
- hunting of any sort;
- pot-holing or caving;
- micro light flying or kitesurfing;
- mountaineering necessitating the use of ropes;
- abseiling or outdoor rock climbing;
- base jumping;
- parachuting, paragliding, parasailing, hang gliding, bungee jumping, white water rafting, black water rafting, white water kayaking or land yachting, unless participating with an operator licensed in the relevant country;
- downhill snow skiing or snowboarding which happens off piste, outside of designated commercial ski areas, or in areas which have been closed for any reason, or competitive downhill snow skiing or snowboarding in any area;
- underwater activities involving the use of an artificial breathing apparatus unless You hold an open water diving certificate or are diving with a qualified instructor;
- 'Remote Area' touring, except as part of a licensed organised tour; or
- ocean yachting 12 nautical miles or 22.2km or more away from populated land, or in a 'Remote Area'.
You can purchase a TravelCare policy if the cruise is travelling around Australia or New Zealand as part of your international itinerary. For example, the cruise ship departs Auckland and travels around the North Island of New Zealand, then on to Australia, cruising around the coast. Or departs Australia, cruising around the country and then across the Tasman to disembark in a New Zealand port.
Please be aware that if all or any part of a claim is covered by another source, (including, but not limited to Medicare, home and contents insurance, service provider and/or credit card chargeback) then you must claim through that source first, prior to submitting a claim with us.