Frequently Asked Questions...

How do I work out which international region to select?

WORLDWIDE PLUS includes USA, Hawaii, The Caribbean and Canada

WORLDWIDE excludes USA, Hawaii, The Caribbean and Canada

EUROPE/ASIA includes Japan and China

ASIA includes India

PACIFIC includes New Zealand, South West Pacific Islands and Papua New Guinea

If you are still unsure which region to select, please contact our sales team on 1300 657 837 or sales@worldcareexpatriate.com.au

What classification best describes my profession?

The definition for each profession is provided below:

• Non Manual means that your overseas employment involves management, supervisory or clerical work in an office environment.
• Light Manual means that your overseas employment involves site supervisory, project management or engineering.
• Manual mean that your overseas employment involves construction (builder, carpenter, electrician), operating heavy machinery or working in a kitchen.

If your profession classification does not appear in the above definition or you are not sure which classification to choose, please contact our Sales team on 1300 657 837 or sales@worldcareexpatriate.com.au.

What is an excess?

An excess is the amount that you must first pay for each claim arising from the one event before a claim can be made under your policy. It is basically the ‘deductible' on your insurance.

Is there any excess on this policy?

Yes, a non removable excess of $100.00 applies to all sections of this policy.

Who can purchase this policy?

This policy is available to citizens and residents of Australia only.

Is there an age limit on this policy?

This policy is only available to Expatriates aged 69 years or less at the time of application. Cover for all sections shall cease at the expiry date that occurs after the Insured has reached 70 years of age.

At what stage does the Travel Insurance section start?

The benefits detailed in Section 1 only apply when you are outside of Australia and more than 100km from your Expatriate residence.

What happens after I fill out the online application and give you my payment details?

If you pay online by credit card, you will receive an immediate confirmation and Certificate of Insurance. Your policy details are immediately transmitted to our database and you are covered right away!

Do you have a cooling off period or money back guarantee?

If you decide that you do not want this policy, you may cancel it within 14 days after the issue of the Certificate of Insurance and of the policy wording to you, and you will be given a full refund of the premium you paid, provided you have not started your journey and you do not wish to make a claim or to exercise any other right under the policy

If I return home earlier than planned, can I get a partial refund on my insurance?

You may cancel this policy at any time by contacting us. If you or we cancel the policy we may deduct a pro rata proportion of the premium for time on risk, reasonable administrative costs related to the acquisition and termination of the policy and any government taxes or duties we cannot recover.

In the event that you have made a claim under this policy and we have agreed to pay the full sum insured no refund of premium will be made for any unused portion of the premium.

We have the right to cancel this policy in certain circumstances.

These include:

• if you failed to comply with your duty of disclosure, or where you have made a misrepresentation to us during negotiations prior to the issue of this policy, or
• where you have failed to comply with a provision of your policy, including the term relating to payment of premium, or
• where you have made a fraudulent claim under your policy or under another contract of insurance that provides cover during the same period of time that our policy covers you.

I am currently overseas and have no insurance – can I still take out your policy?

Yes, you can purchase this policy from anywhere in the world as long as you are a resident or citizen of Australia.

What’s your renewal procedure?

Before this policy expires we will normally offer renewal by sending a renewal invitation advising the amount payable to renew this policy. It is important that you check the information shown before renewing each year to ensure that the details are correct.

Can my ‘pre-existing medical condition' be covered?

This policy will not cover any Pre-existing Medical Conditions in the first 12 months from the date of issue of this policy. This period is known as the Waiting Period.

Can I choose my own doctor?

You are free to choose your own medical adviser or we can appoint an approved medical adviser to see you, unless you are treated under a reciprocal health agreement, refer to page 17). You must, however, advise Mondial Assistance of your admittance to hospital or your intended early return to Australia based on medical advice.

How do I make a travel insurance claim?

Download the manual claim form from this site. This form is then forwarded to us, including original documents (such as receipts, medical reports, invoices, police reports, etc).

What if it’s an emergency?

Contact Mondial Assistance and our team will be able to help you with your emergency. These numbers appear on your Certificate of Insurance and also on our Contact Us page.

I'm a little confused – what is the difference between my “Certificate Number” and my “Policy Number” on the claim form?

If you’re completing a form and it prompts you for either of the above, just put the policy number listed on your Certificate of Insurance. (Yes, both terms relate to the same number).

What happens if I'm injured overseas & evacuated?

Our liability ends upon safely repatriating you to home soil, where you are assimilated into the local healthcare system.

What kind of documentation is required to process my claim?

When you submit your claim form, you may be prompted to send us original documents, such as reports or receipts. Typically, these documents are requirements, and we are unable to action the claim without the relevant supporting documentation. Each type of insurance claim that you can make may have a different document required (for example, medical report, invoice, receipt, police report), we will always advise you of any document required to action your claim.

How am I assured of a fair decision?

In accordance with the General Insurance Code of Practice, our company has an Internal Dispute Resolution Committee. If you are not satisfied with the outcome of your claim, you may request that the Committee reviews your claim by writing to us explaining the reason for your dissatisfaction. You will receive a response from the Committee within 15 business days of your request being received. If this does not resolve the matter, we will provide advice on how to contact the industry's independent external complaints scheme.