Frequently asked questions

These FAQ's should be read in conjunction with the RACV Travel Insurance Combined Financial Services Guide and Product Disclosure Statement (PDS) available from RACV and attached here. You should consider the PDS before making a decision about whether to acquire or to continue to hold this insurance.

RACV Travel Insurance is issued by Tokio Marine & Nichido Fire Insurance Co. Ltd. (Tokio Marine & Nichido) ABN 80 000 438 291, AFSL 246 548. The Royal Automobile Club of Victoria (ABN 44 004 060 833, AR 001243563) (RACV 'our', 'us' and 'we') is an Authorised Representative of Tokio Marine & Nichido. Where we provide financial services in relation to RACV Travel Insurance (such as financial advice or arranging for the issue of insurance), RACV is acting as an Authorised Representative of the issuer of the insurance, Tokio Marine & Nichido.

Why should I get travel insurance?

Travel Insurance can provide protection when unforeseen events occur whilst you are travelling and can help cover unexpected expenses. Travel Insurance can cover things like theft, accidents, or medical problems. To find out more about the benefits of travel insurance, visit the Department of Foreign Affairs and Trade website

What does my travel insurance cover?

All of our RACV International policies provide 24-hour worldwide emergency assistance and unlimited reasonable overseas medical treatment (conditions, sub-limits and exclusions apply). We offer a number of policy options with varying benefits and limits for both International travel and Domestic travel, as well as a domestic rental car excess only policy. The policy also covers your children and grandchildren free of charge, provided they are travelling with you, are up to the age of 25, are financially dependent on their parents, are not working full time, and do not require medical assessment. Please refer to the table of benefits in the Product Disclosure Statement for further details.

Who is the insurer?

RACV Travel Insurance is issued by Tokio Marine & Nichido Fire Insurance Co., Ltd (Tokio Marine & Nichido) ABN 80 000 438 291, AFSL 246548. Its managing agent, Tokio Marine Management (Australasia) Pty. Ltd. ABN 69 004 488 455 (TMMA) is authorised under a binder to act on behalf of Tokio Marine & Nichido to issue its policies and handle and settle claims in relation to those policies, subject to the terms of the authority. The Royal Automobile Club of Victoria ABN 44 004 060 833, AR 001243563 (RACV) is an authorised representative of Tokio Marine & Nichido.

As well as travel insurance, Tokio Marine & Nichido also work with the general insurance market through insurance brokers and provide insurance for commercial and corporate businesses in Australia. Tokio Marine & Nichido was founded in 1879 in Japan, operates in multiple countries and employs thousands of people worldwide.

How can I contact RACV to enquire about Travel Insurance?

For all customer service enquiries including medical assessments please call us on 131 329, visit RACV or any RACV shop.

Who can get insured?

Cover is available to —

Australian residents over the age of 18, provided:

Temporary Residents over the age of 18, provided:

What is a medical assessment?

This is an online set of medical questions (assessment) which you will need to complete if you wish to apply for travel insurance but have Medical Conditions which are not automatically covered under the policy. You can complete this as part of your travel insurance quote at www.racv.com.au/travel, call 131 329 or visit an RACV shop for additional assistance. Upon completion of this assessment we will inform you if the Medical Condition is covered and any additional premium payable.

What is a Medical Condition?

Under the policies, “Medical Condition” means:

This definition applies to you, your travelling companion, a relative or any other person. If you are unsure whether you have a Medical Condition, please call 131 329 for assistance.

Capitalised terms used above are defined in the PDS which can be viewed here

Which Medical Conditions are automatically covered?

Under the policies, the following list of Medical Conditions are automatically covered with no additional premium provided the below criteria are met —

Please also read the “General Exclusions” section of the PDS which can be viewed here

I have a Medical Condition that isn't automatically covered. Can I still get cover?

There are some Medical Conditions that will not be covered in any circumstances. For all other medical conditions, which are not automatically covered, you will need to complete an online medical assessment. You can complete this as part of your travel insurance quote at www.racv.com.au/travel, call 131 329 or visit an RACV shop for additional assistance.

This is an online set of medical questions (assessment) which you will need to complete if you wish to apply for travel insurance but have Medical Conditions which are not automatically covered under the policy. Upon completion of this assessment we will inform you if the Medical Condition can be covered and any additional premium that would be applicable.

Am I covered if I'm pregnant?

Our policies provide limited cover for pregnancy. The following restrictions will apply for any person where a claim may arise in any way and is related to pregnancy regardless of whether it has been assessed or not. Cover is only provided for:

The policies cover single non-complicated pregnancies automatically. For all other pregnancies a medical assessment must be completed. As with all travel insurance it is important that expectant mothers consider if they should travel, seek their doctor's advice and ensure the policy they choose provides the coverage they need.

What happens if I develop a Medical Condition after I buy travel insurance but before I leave on my trip? Would I still be covered?

If you were not aware of any symptoms of the Medical Condition before you bought your policy, the insurer may cover you for cancellation costs if you have to cancel the trip prior to your departure due to this Medical Condition.

If you want to proceed with your trip you should contact us as soon as possible for a medical assessment before your trip starts to check if your medical condition can be covered or if any additional premium will apply. If you do not advise us before your trip starts, there might be no cover for any claim resulting from or related to this Medical Condition.

Will my children be covered by my insurance?

Your children and your grandchildren are covered for free if they meet the following criteria:

If they meet the above criteria and you choose our Ski and Winter Sports option, they’ll be covered for this as well. If you have omitted to list them, please contact us as soon as possible.

What policy benefits and limits are applicable for my children and grandchildren?

our children and grandchildren will be covered for free if they meet the following criteria:

The limit for any benefit payable for children or grandchildren is included in the insured adult's sum insured. For example, if an adult has Total Travel Care cover on a single policy and a claim is made under Section 13 Travel Delay, the maximum amount that may be paid for 1 adult and their children combined is $3,000. Please note there are other sections of the policy whereby the limits are itemised per person which includes children and grandchildren individually eg. Funeral expenses in section 2G. Please refer to the Product Disclosure Statement for further details.

Do I need to list all countries I will be travelling to when I purchase my policy?

Yes, you should list all countries to confirm that cover is available for the countries you are travelling to. You should also check www.smarttraveller.gov.au as the insurer does not provide cover for any country or region which is the subject of a “Do Not Travel“ advisory issued by DFAT prior to you purchasing your policy.

Which policy do I select if I am going on a cruise?

If you are going on cruise which stops at other countries, you will need to select International Cover and select each country where the cruise stops.

If you are going on a cruise which is only in Australian waters or calling into ports in Australia and you still require a policy which includes medical cover whilst you are on board the ship as many on-board medical providers on cruises are not registered with Medicare (check with your cruise provider), you will need to select Australian Cruise as your destination. This will then allow the insurer to give you medical and evacuation cover whilst at sea but not if you go to a medical provider whilst in port in Australia. Please refer to the Product Disclosure Statement for further details.

Please note the Domestic policy does not include any medical cover as the insurer is a general insurer and cannot cover medical costs in Australia. Therefore the Domestic policy is not suitable for cruises if you require cover for on board medical treatment and evacuation.

If you are going on a cruise, you will need to select ‘Going on a cruise’ when you apply for your policy. An extra premium is payable for cruise cover.

When do I receive my policy documents?

When you purchase your policy, we will either post or email your policy documents to you. Your documents include your certificate of insurance and your RACV Travel Insurance Combined Financial Services Guide and Product Disclosure Statement It's a good idea to carry a copy of your policy documents with you when you travel. It is also a good idea to keep them in your email inbox so you can access them if you need to.

When does my policy start?

Cover for cancellation, lost deposits and financial default commences from the date of purchase. All other benefits commence on the trip start date you have stated when purchasing your policy.

I made a mistake when purchasing my policy, how do I fix it?

Please contact us on 131 329 as soon as you realise the error so that we can review and arrange for amendments where possible. You can also advise us by email at care@racv.com.au with full details of the error and the correct details.

What happens if I change my mind and want to cancel the policy?

You have 21 days from the date of issue of this policy (as shown on your certificate of insurance) to make sure this is the right policy for you, provided you have not started your trip and that you do not want to make a claim or exercise any other right under this policy.

Simply advise us either by phone or by email if you wish to cancel your policy and we will arrange for the insurer to give you a full refund.

How do I extend my policy?

You can extend your policy under certain conditions.

The insurer will extend your cover free of charge if:

For other reasons you can apply to extend your International Single-Trip Policy by phoning us on 131 329 or send an email to care@racv.com.au at least 5 days before your original policy was due to end. Extension of cover is subject to the insurer’s written approval and you will need to pay any applicable extra premium. If the insurer agrees to extend cover, you will be issued with a new certificate of insurance. The period of insurance on your new Certificate of Insurance, combined with your previous period of insurance, cannot be longer than a combined maximum period of 12 months. Applications to extend cover are subject to additional conditions — please refer to the Product Disclosure Statement for further details.

What is an excess?

If you make a claim you may be required to pay an excess. An excess is an agreed dollar amount that is subtracted from each and every Insured Event - see the definitions of 'Excess' and 'Insured Event' in the PDS for more information. The default International policy excess is $250 but this can be reduced to $100 or $0 for an increased premium at the time of purchase. The default for our Domestic policy is $100 but can be reduced to $0 for an increased premium at the time of purchase. Your excess will be shown on your certificate of insurance.

Is there a maximum trip duration for an Annual Multi-Trip policy?

The maximum days allowed per trip is either 30, 45 or 60 days, depending on the policy you choose. You must select the appropriate number of days that will cover any single trip you may take during the 12 month period at the time of purchase. The days allowed per trip may be able to increased to a longer duration during the period of the policy and an additional premium will apply. Please contact us for assistance.

Is there a limit to the amount of trips I can take on an Annual Multi-Trip policy?

You are covered for an unlimited number of trips over a 12 month period, provided that each trip is at least 250km from your home.

Does my Annual Multi-Trip policy cover me domestically?

Your Annual Multi-Trip policy covers you for international trips as well as trips within Australia where the trip is more than 250km from your home. If your trip is in Australia, you are not covered for medical, hospital or dental expenses. Other exclusions may also apply. Please read the PDS for further information which can be viewed here

Are all benefits payable per policy or per insured adult on an Annual Multi-Trip policy?

Most of your policy benefits are per insured adult, however you should read the Product Disclosure Statement for further information. The limits are reinstated after each trip.

Can people with a joint Annual Multi-Trip policy travel alone for a period of time and still be covered?

Insured adults on the policy can travel alone on a trip. Children or grandchildren who are covered under the policy must travel with an insured adult for the whole trip.

What is the emergency phone number to call while I am travelling?

If you have an overseas emergency, our Emergency Assistance team is available 24 hours a day, 365 days a year to take your call.

61 2 8055 1699 (reverse charges from the overseas operator)

It is always a good idea to register your details with Smart Traveller before you depart, at www.smarttraveller.gov.au.

Who do I contact if I get sick or injured while travelling overseas?

If you have an overseas medical emergency you should contact our Emergency Assistance team for help. Our team is available 24 hours a day, 365 days a year to take your call.

61 2 8055 1699 (reverse charges accepted from the overseas operator)

If you are hospitalised, you, or a member of your travelling party, must contact us as soon as possible. If you do not, then to the extent permissible by law, the insurer will not pay for any expenses or for any evacuation or repatriation or airfares that they have not approved or arranged.

If you are not hospitalised but you are being treated as an outpatient and the total cost of any treatment will exceed AUD $2,000, you must contact us. The insurer will not pay for any expenses that they have not approved.

You will need to keep all your medical reports and receipts from the doctors and or hospital. These documents will be needed to support your claim when it is lodged.

It is always a good idea to register your details with Smart Traveller before you depart, at www.smarttraveller.gov.au.

Do you cover medical expenses within Australia?

No, our policies cover reasonable overseas medical costs only, which can be very high if you do not have travel insurance. There is no medical, hospital or dental cover on a Domestic policy. As a general insurer the insurer is unable to pay medical costs in Australia and this includes any gap payments on any Medicare or private health insurer items.

How do I make a claim?

Claims can be lodged either online at racv.tmnfatravelinsurance.com.au/how-to-claim under the “how to claim“ tab, by phone, or by email. If lodging by phone or email the applicable claim form will be provided for completion together with details of the documentation that needs to be provided.

Providing the information needed helps the insurer to make a timely and accurate decision about your claim. You can contact us either during your trip or once you have returned and we will guide you through the process. The insurer will not be able to process your claim unless you provide us with all of the necessary information. Full details should be submitted within 30 days of your return.

For all claims, evidence of the medical condition treated, incident or loss must be supported by the relevant documentation e.g. police report, medical report, receipts, proof of ownership etc. If you cannot provide it, then the insurer may reduce or refuse to pay your claim.

Phone:
1300 207 387
Web:
racv.tmnfatravelinsurance.com.au/how-to-claim
Email:
racvclaims@tmnfatravelinsurance.com.au
Mail:
RACV Travel Insurance Claims
C/- TMNFA
GPO Box 4616
Sydney 2001