NAB Card Insurance Policy Information Booklet effective

Transcription

1 NAB Card Insurance Policy Information Booklet effective

2 Contents NAB Card Insurance Policy Information Booklet Page Important Information 2 Group policies: About your right to access cover 3 Policy numbers 4 Letter of eligibility 4 Termination of Policy 4 Emergency and medical assistance services QBE Assist 5 Privacy 6 The General Insurance Code of Practice 6 Resolving complaints & disputes 7 Financial claims scheme 9 Policy Wording 9 Our agreement 9 Words with special meanings 10 Overseas travel and medical insurance cover 18 Interstate Flight insurance cover 44 Domestic hotel burglary insurance cover 52 Transport accident insurance cover 54 Extended warranty insurance cover 57 Purchase protection insurance cover 61 Price protection insurance cover 64 General exclusions applicable to all covers 67 Sanctions limitations and exclusion clause 68 General conditions 68 Claims 69 Other terms 75 Currency 75 Jurisdiction 75 About this booklet This document contains important information to help you understand the insurance. It is up to you to choose the cover you need. Any advice in this booklet is of a general nature only and has not considered your objectives, financial situation or needs. You should carefully consider the information provided having regard to your personal circumstances to decide if it is right for you. For more information or to make a claim Please take the time to read through this booklet and if you have any questions or need more information, or to make a claim, please contact: QBE Travel General Enquiries Within Australia: (Toll free) (Office Hours Mon-Fri: 8:30-18:00) Outside of Australia: (Not toll free) travel.service@qbe.com Claims travel.claims@qbe.com Postal Address: P.O Box Melbourne VIC 8006 About QBE Australia QBE Insurance (Australia) Limited ABN is a member of the QBE Insurance Group Limited ABN (ASX: QBE). QBE Insurance Group is Australia s largest international general insurance and reinsurance group, and one of the top 25 insurers and reinsurers worldwide. The company has been operating in Australia since 1886 and continues to provide insurance solutions that are focused on the needs of policyholders. QBE is a respected name in Australian insurance, backed by sizeable assets, and well known as a strong and financially secure organisation. QM Date prepared: 1 December

3 QBE is the product issuer of the policy detailed in this document and the benefits are provided at no additional cost to the NAB Cardholder. NAB is not the product issuer (insurer) of this policy and neither it nor any of its related corporations guarantee any of the benefits under this cover and NAB does not receive any commission or remuneration in relation to these benefits. Neither NAB nor any of its related corporations are authorised representatives under the Corporations Act 2001 (Cth) of QBE or any of its related companies. Important information The information provided in this section includes high level information about this Policy including your duty of disclosure, privacy, how to make a claim, our dispute resolution process and other relevant information. The Policy Wording section sets out the detailed terms, conditions and exclusions relating to the following insurance covers: Overseas travel and medical insurance cover Interstate flight insurance cover Domestic hotel burglary insurance cover Transport accident insurance cover Extended warranty insurance cover Purchase protection insurance cover Price protection insurance cover Group policies: About your right to access cover This Policy is a group policy which NAB has entered into with QBE for the period of insurance. Access to each cover is provided to you if you meet the eligibility criteria specified. The access to the benefit of cover under the Policy is provided to you solely by operation of section 48 of the Insurance Contracts Act 1984 (Cth). You have no right to cancel or vary the Policy only NAB who has obtained this Policy from QBE and QBE can do this. If the policy is cancelled or varied by us, we do not need to obtain your consent to do so. We also do not provide you with any notices in relation to this Policy. We only send notices to NAB who we have a contractual obligation to notify. You are not obliged to accept any of the benefits of this Policy but if you wish to make a claim under any section, you will be bound by the terms, conditions, limitations and exclusions set out in the Policy. Neither we nor NAB hold the cover(s) or the benefits provided under the Policy on trust or for your benefit or on your behalf. NAB does not: act on behalf of us or you in relation to the Policy; provide, and is not authorised to provide, any financial product advice, recommendations or opinions about the Policy or any cover; and receive any remuneration or other benefits from us. If you are seeking to access the benefit of the Policy, you should consider obtaining advice as to whether it is appropriate for your needs from a person who is licensed to give such advice. Nothing prevents you from entering into other arrangements regarding insurance. To confirm if you have access to the Policy, and its currency, please refer to the section titled For more information or to make claim at the front of this booklet. 2 3

4 Policy numbers Insurance cover Overseas travel and medical insurance cover Interstate flight insurance cover Domestic hotel burglary insurance cover Transport accident insurance cover Extended warranty insurance cover Purchase protection insurance cover Price protection insurance cover Policy number NB NB NB NB NB NB NB Letter of eligibility QBE will respond to requests from NAB Cardholders seeking a policy number by providing a letter of eligibility which sets out: (a) the NAB Cards Insurances policy number; and (b) the eligibility criteria. Termination of Policy NAB may terminate or amend the Policy at any time and if this happens NAB will provide written notification to the Primary Cardholder. Notice will be deemed to take effect either: a. on the third day after the date of the notice; or b. in the event that the Primary Cardholder is on a trip and cannot be contacted, immediately upon their return to their place of residence following their trip. Purchases made in accordance with the eligibility criteria for a cover before a notification to terminate is given will be covered. Purchases made after this notification to terminate is given will not be eligible for cover. It is the responsibility of the Primary Cardholder to inform any additional cardholders of the termination and or changes to the Policy when notified to the Primary Cardholder by NAB. Emergency and medical assistance services QBE Assist QBE Assist contact details If you re overseas and need assistance, QBE Assist are on call 24 hours a day, 7 days a week. The following numbers are toll free from a landline. Calls from mobiles will be at your cost. Country Telephone Austria Canada China North China South France Germany Greece Hong Kong Ireland Israel Japan Malaysia Netherlands New Zealand Singapore Spain Switzerland Thailand Turkey United Kingdom United States If you cannot use the toll free numbers above, please contact our Emergency Assistance team using the contact details below. Within Australia: (Toll free) or (02) Outside of Australia: Fax: qbeassist@qbe.com 4 5

5 Privacy We ll collect personal information when you deal with us, our agents, other companies in the QBE group or suppliers acting on our behalf. We use your personal information so that we can do business with you, which includes issuing and administering our products and services and processing claims. Sometimes we might send your personal information overseas. The locations we send it to can vary but include the Philippines, India, Ireland, the UK, the US, China and countries within the European Union. Our Privacy Policy describes in detail where and from whom we collect personal information, as well as where we store it and the full list of ways we could use it. To get a free copy of it please visit qbe.com.au/privacy or contact our Customer Care Unit. It s up to you to decide whether to give us your personal information, but without it we might not be able to do business with you, including not paying your claim. The General Insurance Code of Practice QBE Australia is a signatory to the General Insurance Code of Practice. The Code aims to: Commit us to high standards of service Promote better, more informed relations between us and you Maintain and promote trust and confidence in the general industry Provide fair and effective mechanisms for the resolution of complaints and disputes between us and you Promote continuous improvement of the general insurance industry through education and training. More information is available on com.au or follow the links from the Insurance Council of Australia s website at Resolving complaints & disputes At QBE we re committed to providing you with quality products and delivering the highest level of service. We also do everything we can to safeguard your privacy and the confidentiality of your personal information. Something not right? We know sometimes there might be something you re not totally happy about, whether it be about our staff, representatives, products, services or how we ve handled your personal information. Step 1 Talk to us If there s something you d like to talk to us about, or if you d like to make a complaint, speak to one of our staff. When you make your complaint please provide as much information as possible. They re ready to help resolve your issue. You can also contact our Customer Care Unit directly to make your complaint. Our aim is to resolve all complaints within 15 business days. Step 2 Escalate your complaint If this hasn t happened, or if you re not happy with how we ve tried to resolve it, you can ask for your complaint to be escalated for an Internal Dispute Resolution (IDR) review by a Dispute Resolution Specialist. The Dispute Resolution Specialist will provide QBE s final decision within 15 business days of your complaint being escalated, unless they ve requested and you ve agreed to give us more time. Step 3 Still not resolved? If you re not happy with our decision, or if we ve taken more than 45 days to respond to you from the date you first made your complaint, you can contact the Financial Ombudsman Service Australia (FOS Australia). FOS Australia is an ASIC approved external dispute resolution body. 6 7

6 FOS Australia resolves insurance disputes between consumers and insurers, at no cost to you. QBE is bound by FOS Australia s decisions but you re not. You can contact FOS Australia directly and they ll advise you if your dispute falls within their Terms of Reference. Disputes not covered by the FOS Australia Terms of Reference If your dispute doesn t fall within the FOS Terms of Reference, and you re not satisfied with our decision then you may wish to seek independent legal advice. Privacy complaints If you re not satisfied with our final decision and it relates to your privacy or how we ve handled your personal information, you can contact the Office of the Australian Information Commissioner (OAIC). How to contact QBE s CCU, FOS Australia or the OAIC How to contact QBE's Customer Care Unit Phone (Monday to Friday from 9am to 5pm, except on public holidays). Calls from mobiles, public telephones or hotel rooms may attract additional charges. Post complaints@qbe.com, if you d like to make a complaint. privacy@qbe.com, if you want to contact us about privacy or your personal information. customercare@qbe.com, if you d like to give us feedback or pay us or our staff a compliment. Customer Care Unit GPO Box 219 PARRAMATTA NSW 2124 How to contact FOS Australia Phone (Office Hours: 9am to 5pm Melbourne time Monday to Friday) Online How to contact the OAIC Phone (National toll free) Online enquiries@oaic.gov.au Financial Claims Scheme This Policy is a protected policy under the Financial Claims Scheme (FCS), which protects certain insureds and claimants in the event of an insurer becoming insolvent. In the unlikely event of QBE becoming insolvent you may be entitled to access the FCS, provided you meet the eligibility criteria. More information may be obtained from APRA or Policy Wording This Policy is underwritten by QBE Insurance (Australia) Limited ABN Our agreement This Policy is a legal contract between NAB and us. NAB pays us a premium and you may access the benefit of cover under the Policy, provided that you meet the eligibility criteria at the time the loss or damage occurs. There are: conditions and exclusions which apply to specific covers or sections general exclusions, which apply to any claim you make under any section or cover general conditions, which set out your responsibilities under this Policy claims conditions, which set out your responsibilities when you make a claim, and other terms, which apply to how this Policy operates. Excesses If you make a claim, you must pay the excess set out in the schedule of benefits for every claim you make which applies to that cover or section. How much we will pay The most we will pay for a claim is the sum insured set out in the schedule of benefits for the cover or section you are claiming under, less any excess. 8 9

7 Words with special meanings There are some words in this Policy that have a special meaning. These words and their meanings are set out in the table below. Word or term Accident or Accidental Business day Burglary Carrier(s) Conveyance Covered breakdown Covered product Meaning any sudden, unforeseen and identifiable event which happens by chance. a day other than a Saturday or Sunday or a day gazetted as a public holiday throughout Australia. an unlawful and forcible entry to premises by a person or persons with intent to steal. the scheduled airline, vessel, train, or motor coach transport in which you are to travel to or from your intended destination. an aircraft, vehicle, train, vessel or other public transportation that is licensed to carry fare paying passengers. the failure of a covered product to operate for the purpose for which it was designed, due to a breakdown or defect, which would be covered by the terms of the original warranty if that warranty had not yet expired. a new domestic appliance product purchased in Australia during the cover term that has an original warranty of at least six (6) months and no more than five (5) years and which is paid for in full by a NAB Cardholder with a NAB Card account. Dependent children or Dependent child Electronic equipment Eligibility criteria means your unmarried child or children who are: (a) eighteen (18) years of age or younger; or (b) twenty-four (24) years of age or younger if they are full time students at an institution of higher learning; and at the time of a covered event giving rise to a claim are primarily dependent upon you for maintenance and support and who are travelling with you on the journey. A child who is physically or mentally incapable of self support upon attaining the age of eighteen (18) years shall continue to be covered under this policy as a dependent child, for as long as the child remains incapacitated and unmarried. The dependent child must have been born before the start of the trip. portable game consoles, portable media players, and satellite navigation units. the criteria which you must meet to obtain the benefit of cover under this Policy. The eligibility criteria are set out within the introductory section for each cover

8 Existing medical condition Extended warranty period Family, families or family members Financial default Home in Australia a condition which is relevant to you, your travelling companion, relative or any other person and means: (a) any existing medical condition (including but not limited to mental disorder, anxiety, alcoholism, drug addiction or pregnancy); and /or any chronic or ongoing medical or dental condition, of which you were aware, or for which investigation, (whether or not a diagnosis has been made) treatment or advice was received, or medication prescribed or taken at any time before you met the eligibility criteria; (b) any complication arising from any of the conditions expressed in paragraph (a) above. Unexpected or unforeseen events relating to pregnancy are not regarded as an existing condition. 1. Where the original warranty is at least six (6) months but less than twelve (12) months; The original warranty period is doubled. 2. Where the original warranty is between twelve (12) months and five (5) years; The period commencing from the date the original warranty expires and ending no later than twelve (12) months after commencement of the extended warranty period. your spouse and your dependent children who are travelling with you. the insolvency, bankruptcy, provisional liquidation, financial collapse, appointment of receivers, or any other form of insolvency administration of any person, company, or organisation. your usual residential address in Australia. If you do not travel directly to your home in Australia at the completion of your trip, it means your point of arrival or an Australian hospital if we repatriate you. 12 or the elderly. 13 Injury Interstate flight Interstate journey Kidnapping/ kidnapped/ Medically necessary Motorcycle bodily injury that is caused solely and directly by external and visible means as a result of an accident and which does not result from an illness or disease. travel on a registered and scheduled commercial airline (but not charter trips) between two or more Australian States and/or territories, including the state and/or the territory in which you reside. the interstate travel you undertake and the shorter period commencing from the time you leave your usual place of residence in Australia to travel directly to the airport from where you are catching your interstate flight, until: 1. the time you return to your usual place of residence in Australia, or 2. the expiry of fourteen (14) consecutive days following the time that you leave any place in Australia to travel directly interstate. The maximum duration of coverage is fourteen (14) consecutive days. the wrongful abduction and detention of you against your will or by deception by a person or group for the purpose of obtaining a ransom, kidnap or extortion payment as a condition of your release. Teatment that is appropriate for your illness or injury, consistent with your symptoms, and that can be safely provided to you. It meets the standards of good medical practice and isn t for your convenience or the provider s convenience. a single, two or three wheeled vehicle that is powered or partly powered to move by its own motor. Motorcycle includes these vehicles or any of their accessories or spare parts: 1. motor cycles and mini-motor cycles; and 2. motorised scooters, motorised bicycles, motorised skateboards and quad bikes, but does not include mobility scooters designed to accommodate physical disabilities

9 NAB NAB Card NAB Cardholder NAB Credit Card Overseas Overseas Journey Original warranty Personal computer National Australia Bank Limited ABN AFSL , of 800 Bourke Street, Docklands, Victoria 3008 a current and valid personal NAB credit card or NAB Gold Visa Debit card. a permanent resident of Australia to whom NAB has issued a NAB Card and includes the Primary Cardholder and any additional cardholder to whom a NAB card has been issued for use on the same account, unless otherwise stated. a current and valid personal NAB Premium credit card, NAB Qantas Plus Card or NAB flybuys Rewards card. outside of Australia and its territories, including any cruise that has a scheduled stop at an international port. the shorter period commencing from the time you leave your home in Australia to travel overseas, until: 1. the time you return to your home in Australia; or 2. 6 months after the date of departure from your home in Australia to go on your trip. The maximum duration of coverage is six (6) consecutive months. For the Overseas travel insurance cover to apply, your overseas journey must commence and conclude in Australia. the implied obligations, rights and duties embodied in the written warranty provided by the manufacturer, which is applicable in Australia, of the covered product when it is purchased new. The warranty must have coverage of no less than six (6) months and no more than five (5) years. laptops, notebooks, tablet PCs, personal digital assistants (PDA s), smart phones, and any other hand-held wireless devices that have the capacity to convey data or information. Personal Goods Point of arrival Primary Cardholder Printed advertisement Professional sporting activity all new personal property acquired for domestic or household use, but not: items acquired for re-sale, business or commercial use, or purchased in a business name; consumables or perishables; contraband; second-hand items or antiques; items intended for or have become landlord s fixtures and fittings real estate. Fixed or movable fixtures or fittings, intended to form or have become part of any real estate; real estate; computer software or non tangible items; animal or plant life; any motorised or mechanically propelled vehicle, vessel or watercraft and/or their accessories; cash, bullion, negotiable instruments, gift vouchers, traveller s cheques or tickets of any description; sporting equipment while being used; mobile or cell phones if the phone is part of a telecommunication provider s post paid plan or any other contractual arrangements; services; or item(s) purchased prior to 1 June an airport, port, station or bus terminal to which your pre-paid scheduled public transport arrives. the person (s) in whose name (s) the participating account is in. published marketing catalogue and/or brochure. an activity for which you receive financial reward, sponsorship or benefits from participating in or training for that activity, regardless of whether or not you are a professional sportsperson

10 Public place Ransom Relative(s) Rental vehicle Repair agent Repatriate(d) or repatriation Resident(s) of Australia Return Interstate Airfares includes but is not limited to shops, airports, train stations, bus stations, streets, hotel foyers and grounds, restaurants, beaches, public toilets, and any other place to which the public has access. any monetary loss, which you incur in the provision and delivery of cash, marketable goods, services or property to secure your release. your spouse, child, parent, sibling, inlaws, grandparent, step-parent, uncle, aunt, stepdaughter, step-son, grandchild, guardian, fiancée, fiancé, halfsibling, niece, nephew or cousin who is: (a) resident in Australia or New Zealand at the time you met the eligibility criteria for the Overseas travel and medical insurance cover or the Interstate flight insurance cover; and (b) under 80 years of age at the time you met the eligibility for cover referred to above; but who does not accompany you on a trip. In some circumstances you may be covered for events affecting your relative(s). Please refer to What is covered under each section of this policy for more details. any car, campervan, motorcycle or boat you rent from a licensed rental vehicle company and for which you have a signed contract with that company. a dealer or independent service centre authorised by us to carry out assessment and/or repairs of covered products. travel arrangements made by us for your return to your home in Australia or where we consider to be the nearest suitable alternative. someone who currently resides in Australia and is eligible for an Australian Medicare card. the flight fare to depart the State and/ or territory in which you reside and the flight fare to return to the State and/or territory in which you reside. Scheduled public transport Single or Singles Specified injury/ injured Spouse Terrorist act (s) Travelling party Trip(s) Unaccompanied Unattended a public transport system that runs to a timetable. when you take a trip by yourself. loss of life or bodily injury (but not an illness or sickness): (a) caused by an accident; and (b) resulting independently of any other cause. Furthermore specified injury as used with reference to hand or foot means complete severance through or above the wrist in relation to hand(s) or ankle joint in relation to foot/feet and, as used with reference to eye, means irrecoverable loss of the entire sight thereof. your spouse or de facto partner of either sex, with whom you have continuously cohabited for a period of three (3) consecutive months or more and who travels with you on the overseas journey. an act or threat of force or violence by any person acting alone or in association with an organisation or foreign government, where the purpose, by its nature or context, is to put the public or a section of the public in fear, to resist or influence a government, or to further an ideological, religious, ethnic or similar act. you and any travelling companion who has made arrangements to accompany you for at least 50% of a trip. the period beginning on the date of departure from your home in Australia and ends when you return to your home in Australia. in relation to luggage, personal effects or travel documents sent or left somewhere else by you so that they are not travelling with you on your trip. leaving your luggage or personal effects either in a place where it can be taken without your knowledge, or at a distance from which you cannot prevent it from being taken

11 War We, our, us You, your armed conflict between nations including forces acting for any international authority whether war be declared or not; invasion; civil war; any attempt to usurp power or any activity arising out of an attempt to participate in military force between nations. QBE Insurance (Australia) Limited ABN the NAB Cardholder and includes the NAB Cardholder s spouse and dependent children. If using your NAB Gold Visa Debit Card purchases using your debit card either by using the physical card or by providing the debit card number when paying for your purchases. Purchases using the linked account without the use of the debit card (e.g. by direct credit from your NAB Internet Banking facility, PayPal, BPay or Secure Pay or any other payment facility) will not be covered. * Award or loyalty points are not considered currency in determining achievement of minimum spend. Overseas travel and medical insurance cover You may access the benefit of this Overseas travel and medical insurance cover: 1. if you meet the eligibility criteria; and 2. the loss or damage occurs during the period of cover. Eligibility criteria You may claim under this Overseas travel and medical insurance cover, if at the time of loss or damage occurred you meet eligibility criteria 1 to 3 below: 1. You are a current NAB Cardholder, or accompanying spouse, or a dependent child/children; and 2. You were ninety (90) years of age or under before you departed for your trip; and 3. You (or the accompanying NAB Cardholder) had purchased on a NAB card a minimum of $500* (inclusive of taxes and other charges) of pre-booked transport costs (airfares and/or cruise) and/or land content (tours, hire cars or other hired transport and accommodation) prior to the commencement of the trip. The purchase must be debited to a NAB Card prior to your departure from Australia. The purchase must also have been transacted in one of the following ways: If using your NAB Credit Card purchases using your credit card facility directly charged by the merchant; or Period of cover Unless stated otherwise under a particular section, the period of cover commences once you have left your home in Australia and ceases: (a) when you complete your trip; or (b) when you return to your home in Australia; or (c) 6 months after the date of departure from your home in Australia to go on your trip whichever occurs first. If something happens for which you can claim under any of the sections of the overseas travel and medical cover, which causes you to extend your trip, your access to the benefit of cover will continue until you can reasonably complete your trip

12 Schedule of benefits Section Benefits Benefit Limits For persons aged 75 years or under on the date you depart for a trip Section A: Overseas travel and medical insurance Section A1 Overseas medical Unlimited Not available $200 Excess Section A2 Medical evacuation and repatriation Unlimited Not available $200 Excess Section A3 Repatriation of remains Unlimited Not available $200 Excess Section A4 Nil excess Hospital compensation $100 for every 24 hours up to a maximum of $15,000. Where an injury is as a result of a mugging attack that has been reported to police we will pay you $500. Not available Section A5 $200 Excess Section A6 Nil Excess Section A7 $200 Excess Critical illness or injury emergency travel expenses for companion Post-hospital accommodation Dental expenses due to sudden and acute pain Section B: Cancellation and additional expenses Section B1 $200 Excess Section B2 $200 Excess Section B3 $200 Excess Cancellation or holiday deferment costs Emergency travel arrangements and accommodation expenses Unlimited $100 per day up to a maximum of $500 Unlimited Unlimited, except Travel Agents Cancellation fees up to a maximum of $500 per person Unlimited Benefit Limits For persons aged 76 years and over up to 90 years on the date you depart for a trip Not available Not available Not available Loss of reward points Unlimited Not available Section C: Luggage and personal effects Section C1 $200 Excess Section C2 Nil Excess Section C3 Nil Excess Section C4 $200 Excess Luggage and personal effects Maximum limit Personal computer, cameras & video camera Any other item Emergency luggage Replacement of passports and travel documents Fraudulent use of credit or debit cards $15,000 singles $20,000 families $6,000 $2,000 $300 singles $600 families If, after 72 hours, your luggage has still not been located then this limit is doubled. Unlimited Unlimited $5,000, except Travel Agents Cancellation Fees up to a maximum of $500 per person Not available $15,000 singles $20,000 families $6,000 $2,000 $300 singles $600 families If, after 72 hours, your luggage has still not been located then this limit is doubled. Unlimited Unlimited 20 21

13 Section D: Extra travel cover Section D1 Travel delay Nil Excess Section D2 Missed connection special events $200 Excess Section D3 Resumption of trip Nil Excess Section D4 Hijacking $200 Excess Section E: Rental vehicle expenses Section E1 $200 Excess Section E2 Nil Excess Up to a maximum of: $750 singles $1,500 families Maximum of $3,250 per family for all missed special events $5,000 singles $10,000 families 10,000 singles $20,000 families Not available Maximum of $3,250 per family for all missed special events Not available 10,000 singles $20,000 families Rental vehicle damage and theft $5,000 per trip Not available excess waiver Return of rental vehicle $250 per trip Not available Section F: Accidental death & loss of income Section F1 Accidental death Nil Excess Section F2 Loss of income Nil Excess Section G: Personal liability and legal expenses Section G1 Nil Excess Section H: Kidnap and Ransom Section H Nil Excess $150,000 for NAB Cardholder. $75,000 for Spouse $50,000 for each dependant child up to a maximum of $150,000 Your loss of income, up to $1,000 per week for a maximum of 13 weeks $150,000 for NAB Cardholder. $75,000 for Spouse $50,000 for each dependant child up to a maximum of $150,000 Not available Personal liability and legal expenses Up to $2,500,000 Up to $2,500,000 Kidnap and ransom Up to $250,000 Up to $250,000 This policy provides cover in Norfolk Island, Lord Howe Island, the Cocos Island, Christmas Island and for domestic air travel (when connecting to overseas travel) under sections B, C, D, E, F, G and H. Domestic air travel required to connect with overseas travel or domestic air travel forming part of the overseas travel will be regarded as overseas travel as long as the connecting flight is within 48 hours from the departure date. However medical and hospital expenses are not covered within Australia. Section A: Overseas medical and dental expenses Section A1 Overseas medical expenses We will cover you for necessary and reasonable 1. medical, surgical, hospital and ambulance and nursing home expenses you incur as a result of an illness or injury; or 2. dental treatment expenses you incur as a result of an injury to healthy natural teeth; that you suffer while you are overseas, or on-board a cruise that includes a scheduled stopover at an international port which we believe are medically necessary to treat the illness or injury

14 Conditions 1. Any treatment you receive must be given by a medical practitioner, who is registered to practise in the country or jurisdiction where you receive treatment. 2. Where you need treatment for an injury by a physiotherapist, chiropractor, osteopath or emergency dental treatment, you may have the first 6 treatments without asking us. Any treatments after that must be with our consent. 3. To determine if expenses are reasonable and necessary, we may consider all relevant factors, including the average reimbursement received by the provider for similar treatment. 4. All expenses under this section must be incurred within 24 months of the date of the illness or injury. 1. There is no cover under this section because of an illness or injury, the signs and symptoms of which you first became aware of after you booked your overseas travel tickets and before you went on your trip. 2. There is no cover for damage to dentures or dental prostheses under this section. Refer to section C1 Luggage and personal effects for cover that may be available. 3. There is no cover for expenses incurred for dental treatment due to normal wear and tear or the normal maintenance of dental health. Section A2 Medical evacuation and repatriation Period of cover The cover under this section commences when you leave your home in Australia for a trip and ends when we have evacuated or repatriated you. We will cover you if you have to interrupt your trip after it has begun because you have suffered an illness or injury while you are on your trip and, in our opinion, you need to be evacuated or repatriated. We will pay expenses which we believe are reasonable and necessary to bring you back to your home in Australia or to another destination of our choice. Before we will pay this you must give us written certification from your treating doctor that your evacuation or repatriation is necessary and that you cannot continue your trip. The decision to evacuate or repatriate you is ours, and we will not pay for any evacuation or repatriation expenses unless it is medically justified and you have received our consent. Based on the advice of your treating doctor we will either; (a) return you to your home in Australia with a medical attendant; or (b) pay for a return economy class airfare, reasonable accommodation and additional expenses for a friend or relative to fly to, remain with and escort you in place of a medical attendant; or (c) return you to your home in Australia without an attendant. 1. We will not cover you if you evacuate or repatriate when it is not medically necessary or without our consent. 2. We will not pay for any expenses you incur to resume your trip after you have returned to your home in Australia. 3. For repatriation, we will not pay more than the cost of repatriation to your home in Australia. 4. There is no cover under this section because of an illness or injury, the signs and symptoms of which you first became aware of after you met the eligibility criteria and before you went on your trip

15 Section A3 Repatriation of remains If you die during a trip, we will pay for expenses for your burial or cremation if your body is buried or cremated in the city or country of your death or the reasonable costs of transporting of your remains to a funeral home in Australia. Section A4 Hospital compensation Period of cover The cover under this section commences when you are hospitalised overseas and ends when you are discharged from hospital. We will cover you if you are hospitalised overseas for more than 48 continuous hours because of an illness or injury which first happened while you were outside Australia on your trip. Section A5 Critical illness or injury emergency travel expenses for companion Period of cover The cover under this section commences when you are hospitalised overseas and ends when you are discharged from hospital. We will pay for a return economy class airfare and reasonable accommodation for a friend or relative to travel directly to you, if you are hospitalised as a direct result of you suffering a sudden life-threatening critical injury or illness during your trip. Before we will pay this you must give us a written recommendation from your treating doctor and you must have our consent. Section A6 Post hospital accommodation Period of cover The cover under this section commences when you are discharged from an overseas hospital and ends when your treating doctor deems you are fit to resume your trip, or after 5 days, whichever occurs first. We will cover you if you are hospitalised overseas for more than 48 hours because of an illness or injury which first happened while you were outside Australia on your trip, and you need accommodation to recover from your illness or injury after you leave hospital. Before we will pay this you must give us a written recommendation from your treating doctor and you must have our consent. We will not pay for post-hospitalisation accommodation expenses when you have also made a claim for cancelled accommodation expenses covering the same period of time. Section A7 Dental expenses due to sudden and acute pain We will cover you for dental treatment expenses you incur overseas to relieve sudden and acute pain. We will pay expenses which we believe are reasonable and necessary to treat the pain. Before we will pay this you must give us written certification from your treating dentist that treatment was necessary to alleviate your pain. Any treatment you receive must be given by a dentist or oral surgeon who is registered to practise in the country where you receive treatment. 1. There is no cover for expenses incurred for dental treatment due to normal wear and tear or the normal maintenance of dental health. 2. There is no cover for any dental expenses you incur in Australia

16 Section B: Cancellation and additional expenses Section B1 Cancellation or holiday deferment costs Period of cover The cover under this benefit commences from the date you meet the eligibility criteria, and ceases; (a) when you complete your trip; (b) when you return to your home in Australia; or (c) 6 months after the date of departure from your home in Australia to go on your trip; whichever occurs first. If you have to cancel any pre-paid travel arrangements due to any of the unforeseen circumstances outside of your control listed below, we will pay the value of the unused travel arrangements, less any refunds due to you, or the reasonable cost of rearranging your trip, provided that this cost is not greater than the cancellation fees or lost deposits which would have been incurred had the trip been cancelled. The circumstances are: your unforeseen death, accidental injury or illness; the unforeseen death, accidental injury or illness of your relative under 80 years of age or your business partner or your travelling companion; or any unforeseen circumstances beyond your control, except for the circumstances listed under What is not covered? below. We will also pay the agent s cancellation fees up to $500 per person, when full monies have been paid. If only a deposit has been paid at the time of the cancellation we will pay the agent s cancellation fees up to the maximum of the deposit. In any event we will not pay more than the level of commission or service fees normally earned by the agent, had the trip not been cancelled. Conditions If cancellation is due to your illness or injury you must provide us with documentation from your treating doctor to confirm you are medically unfit to commence or continue with your trip. We will not pay for cancellation or holiday deferment costs unless these costs are medically justified and if you have already commenced your trip you must have our consent. We will not pay if you have to cancel or rearrange your pre-paid travel arrangements because of the unforeseen death, injury or illness of a person who is: your relative aged 80 years or over; not your business partner; not your travelling companion. We will not pay for the value of unused pre-paid transport costs where we have repatriated you a distance equivalent to, or greater than, the total distance remaining on your itinerary at the point of repatriation. Where the total distance of the repatriation is less than the unused travel arrangements we will calculate your entitlement on a pro-rata basis, taking into account the cost of your original ticket. Section B2 Emergency travel arrangements and accommodation expenses We will cover you for expenses you incur for reasonable additional travel, accommodation, meals and internet use and emergency telephone calls less any refunds you are entitled to, if you have to interrupt your trip after it has begun due to unforeseen circumstances outside your control. We will pay the higher of the non refundable cancellation fees (under Section B1) or the additional rearrangement costs that have been incurred as a result of the same event

17 Conditions 1. Any additional travel you undertake must be at the fare class that you originally chose, except where we agree differently on the basis of a written recommendation from your treating doctor. 2. If you do not hold a return travel ticket to Australia when the event that causes you to interrupt your trip happens, we will deduct from any claim which includes the cost of your repatriation to Australia, an amount equal to your original published one way economy class travel ticket for the route used for your return. We will not pay: 1. any expenses you incur to resume your trip after you have returned to your home in Australia except as set out under section D3 Resumption of trip. 2. for additional accommodation where you have claimed for cancelled accommodation expenses covering the same period of time or for additional transport costs in excess of the distance of the cancelled travel arrangements. 3. any accommodation expenses for periods where you have not forfeited pre-paid accommodation arrangements. 4. any extra travel and accommodation expenses you incur because of the unforeseen death, injury or illness of a person who is: your relative aged 80 years or over; not your business partner; not your travelling companion. Section B3 Loss of award or loyalty points Period of cover The cover under this benefit commences from the date you make your booking with your award or loyalty points and it ceases: (a) when you complete your trip; (b) when you return to your home in Australia; or (c) 6 months after the date of departure from your home in Australia to go on your trip; whichever occurs first. We will cover you for the value of your lost award or loyalty points because of an event covered under Section B1 Cancellation or holiday deferment costs. Conditions We will choose between paying for or reinstatement of lost frequent flyer or similar flight award or loyalty points, due to the cancellation of your airline ticket or accommodation arrangements. If your airline ticket or accommodation was paid for in full with points, we may choose to reinstate or pay for your lost points. If we choose to pay for your lost points, we will pay you the cost of a ticket in an equivalent class or equivalent accommodation, in the same travel season as your cancelled booking. If your airline ticket or accommodation was paid partly in cash and partly in points, under this Section B3 Loss of award or loyalty points, we will either reinstate or refund you for your lost points. Where we are unable to reinstate your lost points, the amount we will pay is calculated as follows: (a) the cost of the equivalent class airline ticket or accommodation, for the same season, less your financial contribution towards the airline ticket or accommodation; (b) multiplied by the total amount of points lost; (c) divided by the total amount of points redeemed to obtain the airline ticket or accommodation Equivalent class advance purchase airfare $1,000 or accommodation Points lost 5,000 Points redeemed to obtain original ticket or 20,000 accommodation Claimable amount = $1,000 x 5000 $250 20,

18 We will not cover any loss of points, or the value of such points, which you can recover from any source. Section C: Luggage and personal effects Section C1 Luggage and personal effects We will cover you for each of the following: 1. accidental loss, theft of, or damage to, your luggage or personal effects including things you buy during the trip, while they are accompanying you during your trip. 2. loss of, or damage to, dentures or dental prostheses whilst not on your person during your trip. 3. the cost of medical consultation fees you incur to replace prescription medication which is accidentally lost, stolen or damaged, together with the cost of the medication itself. 4. theft of, or damage to, your luggage or personal effects while they are left in a locked motor vehicle or a motor home during daylight hours and there is forced entry into the vehicle. 5. theft of, or damage to, your luggage or personal effects while they are left in a locked storage facility and there is forced entry into the facility. Conditions If we agree to cover you under this section, we will choose between: 1. repairing or replacing your items to a condition no better than their condition at the time of loss, damage or theft; or 2. paying you their value in cash, taking into account an allowance for age, wear and tear. The way in which we depreciate is set out under the heading depreciation which is set out in the Claims section of this booklet. A pair or related set of items for example, a camera, lenses (attached or not), tripod and accessories, a chain and pendant or a set of golf clubs are only one item for this purpose. 1. We will not pay for accidental loss or damage to or theft of: (a) cash; (b) personal computer screens at any time, personal computer software or applications; (c) luggage or personal effects that are being transported independently of you; (d) property that you leave unattended or that occurs because you do not take reasonable care to protect it; (e) luggage or personal effects for which you are entitled to compensation from the carrier; (f) luggage, travel documents or personal effects left in an unattended and unlocked motor vehicle or a motor home for any length of time; (g) luggage, travel documents or personal effects left in an unlocked building; (h) luggage or personal effects left unattended by you in a tent or caravan for any length of time; (i) personal computer, communication or photographic equipment, electronic equipment, jewellery or watches checked in as luggage; (j) trade items, trade samples or your tools of trade or profession (k) gold or precious metals, precious unset or uncut gemstones; (l) luggage or personal effects that have been left in a locked storage facility for greater than 48 hours. 2. We will not pay for loss or damage caused by wear and tear or depreciation of property or damage by the action of insects or vermin, mildew, rust or corrosion

19 3. We will not pay for loss or damage caused by mechanical or electrical breakdown. 4. We will not pay for any damage to fragile items. This exclusion does not apply to photographic or video equipment, binoculars, spectacles or contact lenses. 5. We will not pay for loss or damage to sporting equipment whilst in use. Section C2 Emergency luggage We will cover you towards the cost of purchasing essential articles such as clothing, toiletries and personal requisites if your accompanied luggage is delayed, misdirected or temporarily misplaced by the carrier for a period in excess of 12 hours during your trip. If your luggage is not recovered, the amount paid by us for the loss will be reduced by the total of any amounts paid for under this section. Section C3 Replacement passports and travel documents We will pay for the cost of reissuing or replacing your travel or personal documents, drivers licence, traveller s cheques, passport, or debit or credit cards, after they have been stolen, accidentally lost or damaged during your trip. During your trip we will also cover the reasonable cost of you travelling to the nearest location where the documents can be replaced. Section C4 Fraudulent use of travel documents, credit or debit cards We will pay for your legal liability for payment arising out of the unauthorised use of your travel documents, credit cards, debit cards and/or traveller s cheques, if during the overseas journey they are stolen by any person who is not your relative or travelling companion. There is no cover under this section if the credit or debit cards are fraudulently used by you, your relative or a travelling companion. Section D: Extra travel cover Section D1 Travel delay We will cover you for expenses incurred up to a maximum $250 for singles and $500 for families, if your scheduled public transport from or within Australia or overseas in respect of any individual leg of your trip is delayed for at least 6 hours for a reason outside your control, and you cannot claim the expenses from any other source. If the delay continues for an additional eighteen hours, we will pay for your expenses incurred up to an additional $500 for singles and an additional $1,000 for families. Conditions If we have paid you this Benefit, we will not pay for any accommodation, meals or other travelling expenses under section B2 Emergency travel arrangements and accommodation expenses. Section D2 Missed connection special events We will cover you if your trip is delayed or interrupted by an event that is not anticipated, is unexpected, and outside of your control, and you are unable to arrive at your destination by the time originally scheduled for the purpose of attending a wedding, funeral, conference, 25th or 50th wedding anniversary, concert or sporting event which cannot be delayed as a consequence of your late arrival. We will pay for the reasonable additional cost of using alternative public transport to arrive at the destination on time

20 Section D3 Resumption of trip We will cover you if you have to return to Australia because of: 1. your accidental injury or illness; or 2. the unforseen death, accidental injury or illness of your relative under 80 years of age, business partner or travelling companion and the illness was initially diagnosed, or serious injury occurred during your trip. We will pay you for the transport costs you have paid to resume your original trip so you can use any pre-paid travel, accommodation or tours. However, we will only do so if: 1. you obtain our consent for the resumption of your trip; and 2. you have more than 25% of your trip remaining or 14 days, whichever is greater; and 3. your return overseas occurs prior to the original return date of your original trip. We will only pay the cost of a one-way ticket to the location which, at the time of your return, was stated on your original itinerary, as your expected destination at the date of your return. If we had used your original return tickets to return you to Australia, we will provide you with return tickets to your usual place of residence. The most we will pay under this section is $10,000. Section D4 Hijacking If the scheduled public transport you are travelling in is hijacked during your trip, we will pay $100 for each consecutive twenty-four (24) hour that you are held captive up to a maximum benefit limit of $10,000 per person. The maximum benefit payable under this section is $20,000 for a family. We will also cover you if the scheduled public transport on which you are travelling is hijacked during your trip and you subsequently want to cancel your trip and return to your home in Australia. We will pay you for your reasonable additional travel expenses and the cost of prepaid travel arrangements that you do not use, less any refunds due to you. Section E: Rental vehicle damage and theft excess waiver Section E1 Rental vehicle excess We will cover you for the rental vehicle insurance excess which you are legally liable to pay, if: 1. you rent a vehicle from a rental company; and 2. it is damaged or lost; and 3. you are a nominated driver on the rental vehicle agreement. This cover is not in place of rental vehicle insurance and only provides cover for the excess component up to the applicable limit. Conditions For this section to apply, the rental vehicle must have comprehensive motor vehicle insurance for the period of hire. There is no cover under this section for: 1. loss or damage as a result of operating the rental vehicle in violation of the terms of the rental vehicle hiring agreement; 2. wear and tear, gradual deterioration, damage from insects or vermin, inherent vice or damage; 3. loss or damage sustained as a result of operating the rental vehicle beyond the limits of any public roadways or on any roadways inaccessible to two-wheel drive cars; 36 37