Travel Insurance: cover for medical transport and evacuation

For information relating to policies purchased prior to 03 February 2022, please check the PDS provided with your purchase. You can contact us if you need this sent to you again. For policies purchased on or from 03 February 2022 please see below.

All our plans offer cover for emergency medical transport to the nearest medical facility, most suitable medical facility (in another city or country) or even back home, if medically necessary.

How can cover for evacuation or repatriation help?

There are any number of reasons our travellers have had to be evacuated to medical facilities or repatriated back home because of an accident or illness.  For example - some incidents where we've helped travellers include when they've:

  • been trekking and suddenly succumb to severe altitude sickness; 
  • been involved in an accident and are seriously injured in an area with poor medical facilities;
  • hospitalised with a serious tropical disease where recovery time will be lengthy.

It can and does happen, which is why emergency transport is available when it’s necessary to get to proper medical facilities or for repatriation home if you’re unfit to continue your trip when:

  • You’re seriously injured or suddenly ill; or
  • You’re assaulted, hijacked or kidnapped and suffer physchological trauma; or
  • You die overseas.

What's covered

Depending on where you are and what’s happened to you, there’s cover for emergency medical transport by road ambulance or other suitable transport (including by helicopter if required) if a medical practitioner appointed by us recommends evacuation or repatriation is the best course of action.  This may include transferring you to:

  • The nearest, most appropriate hospital/medical facility;
  • More suitable medical facilities in another city or nearby country for more appropriate medical care;
  • Your home back in Australia if your treating physician has determined that you’re unfit to travel because of your sudden illness or injury.

If it’s agreed that repatriation is necessary, there’s cover for reasonable, additional travel expenses to get you home (your return flight ticket will be used to reduce the insurer’s cost) and other reasonable and necessary additional expenses such as for a medical escort or a friend/relative to travel home with you (or accompany your child if you’re not able to).

How it works

If something happens and you need emergency transport, you (or someone else) must:

  • Contact our 24/7 Emergency Assistance team as soon as you can for pre-approval.
  • Work with the Emergency Assistance team and your treating doctor to decide and arrange the most appropriate transportation.

Circumstances such as your location and your specific medical situation will determine when and how you are transported to appropriate medical facilities.

How does my travel insurance policy help me in an emergency?

What’s not covered

Travel insurance is not designed to cover everything, so take the time to read the PDS, so there are no surprises if you do need to use it.

Here are the main things that aren’t covered:

  • The full cost of the return flight.  The insurer will use your pre-booked return flight to help recover some of the cost or, if you don’t have a return flight booked, you’ll be charged the cost of a one way economy class airfare at the carrier's regular published rates to subsidise the journey home. (See conditions related to travelling on a one way ticket in the PDS for more details).
  • If you refuse to be repatriated after being declared medically unfit to continue on your trip, then any ongoing or additional costs are yours.
  • Any expenses that relate to an existing medical condition, unless it’s listed as an automatically covered medical condition as explained in the PDS.
  • Any costs incurred once you get back home.
  • Anything else that's listed in the specific and general exclusions on the policy.

This is only a summary of cover and does not include the full terms, conditions, limits, and exclusions of the policy. You should read your PDS in full, so you understand what is and isn’t covered. If you are unsure about your level of travel cover, please contact us for help.

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We’re here to help if you have a question about travel insurance. We’re available:

  • Monday to Friday 9:00am - 6:00pm (AEST/ADST)
  • Saturday to Sunday closed (AEST/ADST)

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1300 787 375

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+61 2 8256 1542