Frequently Asked Questions

What can a policy include?

  1. Medical and additional expenses
    This includes cover for the cost of medical, surgical, hospital, ambulance, emergency dental, medical evacuation and additional expenses.
  2. Cancellation
    Reimbursement of prepaid arrangements if the service is cancelled.
  3. Luggage and personal effects
    Cover for anything you take with you, or purchase, during your travels. Please note: there is usually a limit per item and an overall limit for electronic equipment such as cameras and personal computers.
  4. Travel documents
    Cover for lost or stolen credit cards or travellers cheques (limits usually apply).
  5. Personal liability
    Covers you against any accidental injury to another person or damage to their property.
  6. Return airfare
    May be necessary in the event of an accident or a covered event outside your control.
  7. Travel delays
    Cover for meals and accommodation if your journey is delayed beyond a certain number of hours.
  8. Emergency luggage
    Reimbursement for the purchase of essential items if your luggage is temporarily delayed by the carrier.
  9. Accidental death
    Limits usually between $10,000 and $25,000 are paid to your estate in the event of your accidental death.
  10. Resumption of journey
    If you need to return home due to an unexpected death in the family, some insurers will cover the cost of resuming your journey.
  11. Out of pocket expenses
    Provides spending money for each day you are confined in an overseas hospital.
  12. Loss of income
    Benefits usually ranging from $5,000 to $25,000 are payable for an overseas accident that prevents you earning income when you return home.
  13. Domestic pets
    Cover for kennel and cattery fees if you are held up overseas due to injury or unforeseen delay.
  14. Rental vehicle excess
    Cover for the insurance excess on your rented vehicle if stolen or involved in an accident.
  15. Children and dependents
    Most policies offer free cover for children and dependents under the age of 21 who are accompanying the policy holder.
  16. Action sports
    Some policies offer specific cover for amateur or action sports such as skiing, ice sports, hot-air ballooning, scuba diving, bungee jumping, white water rafting, para gliding etc.

What is the role of Cruise Travel Insurance?

We are a RESELLER of travel insurance. We are not brokers or underwriters. We only select reputable underwriters and currently use Allianz and QBE.

How do I pay for the insurance?

You can pay by credit card, money order or cheque and now by the fast and secure online payment tool, PAYPAL. We accept the major cards (American Express, Diners Club, JCB, MasterCard and Visa).

MasterCard, Visa and JCB payments incur a 1% surcharge. American Express and Diners Club incur a 4% surcharge.

Cheques and money orders should be made payable to Travel Insurance Australia Trust Account.

Who can I talk to?

We are always happy to speak to our clients. However, we prefer that specific questions be put to us via email so we can clearly and precisely send you the answer from the insurer. Unfortunately we are unable to initiate calls to mobile phones or overseas.

Where are you located?

Cruise Travel Insurance is an internet based company. Our office address is:

1st Floor, 644 David Low Way
Pacific Paradise
Queensland 4564

How do I purchase my insurance?

The fastest and easiest way to purchase your travel insurance is to fill out the forms online and submit through our electronic application system. Alternatively you can fax or post them to us.

Can I get a cheaper price direct from the insurer?

No. The discount is what we offer. Not the insurer. Similarly, travel agents are not likely to match our discounted travel insurance.

How do I get a quote?

Our website provides fast and easy online quotes. We are unable to provide phone, fax or email quotes. Please note: online quotes exclude any surcharges for pre-existing ailments. These are assessed individually by the insurer when they receive your application form.

What if I change my mind?

You have a 14 day cooling off period. As long as you have not commenced your travel or want to make a claim, you will be refunded the full premium. However, Travel Insurance Australia will charge an administration fee for a cancelled policy.

Where do I get the forms?

Pre-existing medical condition forms are downloadable in PDF format. Application forms are constructed on our website and can then be emailed directly to us.

What would you recommend?

We cannot recommend one policy over another. However, our site is structured to give you the comparisons you need to find the best policy. You should also read the Product Disclosure Statement for each policy.

What is the process for making a claim?

If you need to make a claim it is important to gather the necessary police or doctors’ reports as soon as possible.

It is okay if you want to wait until you get home to make your claim. If the matter is urgent, you will need to contact the emergency number provided by your insurer. Travel Insurance Australia is unable to assist in the claims process.

Substantiating documents should be sent with your claim form to your insurer. You should keep copies for your own records.

What is due care and attention?

Your insurer may reject a claim if you have not paid ‘due care and attention’ to your luggage or hire car. Leaving luggage unattended in a public place or in a car overnight may not be seen as due care and attention by some insurers.

What do I do if I need to return home early?

If you need to return home due to illness, you should first contact your insurer. Whatever the circumstances, if you intend to do something that you will claim for later, you should first seek your insurer’s agreement.

What is duty of disclosure?

Under the law, we as agents for our various insurers are required to inform you about your Duty of Disclosure. We have asked and will ask various questions of you. You have a duty at law when answering them to give us honest and complete answers and to tell us everything you know and that a reasonable person in the circumstances could be expected to tell us. You must answer the questions for yourself and everyone else covered by the policy, because you apply on their behalf and with their consent. If you breach the duty, we may cancel the policy or reduce the amount we pay for a claim. If fraud is involved, we may treat the policy as if it never existed and pay nothing.

Where can I go for more information?

For more information and the general insurance Code of Practice you may contact the Insurance Ombudsman Service. It is a free and independent national dispute resolution service that handles general insurance enquiries and complaints. The IOS can be contacted toll free 1300 780 808.