Issue still not resolved
Claim took 11 days to assess and I was asked for additional information which was irrelevant to the claim. I called to ask why it was needed and they could not provide an explanation and the claims assessor was unavailable. I was promised a call back within 24 hours and heard nothing. I called myself and was told the assessor was not in but again they could not tell me why I needed to provide additional information but maybe I had provided too many documents or my insurance didn’t cover the days I was away- both of which were untrue. I requeste...d to have this escalated as it was completely unacceptable and the claim was partially paid within an hour. They refused to pay for a taxi I had to get to the airport in time for the replacement flight I had to book which cost $300 as they felt it happened after the claim. My flight was cancelled at 11am and I got a taxi at 4pm in the afternoon to make the replacement flight. The claim starts when the flight is cancelled at 11am. Also unsure as to who in their right mind would pay $300 for a taxi unless it was absolutely necessary. I called to discuss my concerns and i was told to send another email which would be assessed in 10 days. I asked for this to escalated and the reply was “I’m not sure where it could be escalated to.” I’m very unhappy with the customer service provided. I am considering taking this to AFCA.
Medibank Travel insurance does what it should - you can rely on it
My wife and I have just received the good news that our claim for the cost of a holiday to China cancelled for medical reasons had been paid in full by Medibank Travel Insurance. We had expected delays, red tape and a long list of questions, but there was none of that. The claim, for just under $3000, was paid without fuss and without red tape, in remarkably quick time. The insurance policy turned out to have been excellent value and well worth the money. I have only ever had one previous claim, more than 20 years ago for a theft from a hire ca...r, and that was refused. So my expectations this time were not high. Since that claim, with another company, we have only ever used Medibank Travel and we thoroughly recommend it. It takes the stress out of travel.
Simple claim but fully satisfied with process and result this time.
Have travelled three times to USA, Europe and UK and made two claims. First claim 3 years ago was problematic, but eventually resolved in my favour. This small recent claim was handled without fuss. I would use Medibank again.
Travel Insurance claim was Prompt and helpfully handled.
Got Medibank Travel Insurance for one of my trips, had to make a claim this time. Was so easy, staff very helpful and accurate in time frame of assessment. Very happy and will use again.
Travel insurance is NOT travel insurance
We travelled overseas and where supposed to have Back-To-Back cruises on the same ship. Half way through the first cruise the sip broke down and as a result the cruise ship required dry-dock and the rest of the fist trip and the second trip were cancelled necessitation we return home. A claim was submitted and declined upon our return.
My sister and I had planned a cruise, 2 months prior to departure, she suffered an injury. My only issue with the process being the absence of the release documents for the travel agent and GP, it would have been far quicker if all the required documents were provided at the outset, rather than wait for them to be requested. I would, however recommend this company.
Excellent Experience. Simple and Responsive
This was the first time I have used the Medibank Travel Insurance.
I had a hire car issue overseas and needed to make a claim.
Very impressed by the simplicity of the Online Claim Portal. Equally impressed by the very prompt and positive response in settlement of the claim
So much for brand loyalty
We agree with Stephen's comments published last year.
We have been with Medibank Private for 39 years. We used Medibank Travel Insurance out of loyalty on a number of occasions. The true value of a company is only realised when you need to make a claim. What a wake up!
Took 12 weeks to finalise a straightforward claim. Communication is poor and the constant-will get back to you in 10 days- only adds to the processing time at each step of the claims process. Very Disappointing.
Beware. Do not recommend. Poorly trained staff and cannot count on being covered when needed.
I thought it was good value at the time however if a company doesn’t deliver then it isn’t It has not been resolved. We have used Medibank once prior for a yearly coverage and our current policy is for a year as well. I don’t feel at all confident in this policy now after our current claim
Bad Customer Service/Lack of Knowledge
I recently took out Medibank Travel Insurance and the level of customer service and lack of knowledge from their team members is concerning.
I emailed the team to query if there would be cover for a lost item, I received an email back advising that this would not be covered and that my item was not classified as lost. There was no reference to the PDS in terms of why this was not covered or the definition of 'lost'.
I then called the team to receive further clarity on the matter, I was passed around to three different people (cold transferred...) each time so I had to re-explain my query to then be advised that I would be able to lodge a claim. Once the claim was lodged, I received an email advising my claim was approved and money would be deposited into my account. I wanted help with the recovery of my lost item not the money to be transferred into my account. The reason you purchase insurance is so that you don't have to deal with any Third Parties when lodging a claim, on top of that I was then advised that they would not provide help with this . The online quote system is not clear as to the limits that apply and I still have not heard back from anyone in regards to my concerns/experience.
One year later
I took out insurance for a holiday and before we left my daughter found out she has leukaemia and needed chemo and radiation, and a transplant urgently, I put in a claim for airfares and after one year I have been paid out. Even though it took a year I was very happy with updates.
Ridiculous pricing - bad customer service
I tried to buy an additional policy for my children. Asked five times to speak to the supervisor. On hold for 10 minutes. Double for our son than our daughter!
The form filling was initially daunting as i am not very computer literate, so I sent all the paper work via registered mail. But I got prompt email response to let me know the documentation had arrived. And when further clarification was wanted I contacted the help desk via phone and the chap on the other end of the line was most helpful. I followed his advice and the whole matter was completed within the week.
I would like to thank Medibank Travel Insurance for their prompt attention to my claim I am 82 years old and had a very bad fall in China, I required stitches and broke my glasses, very traumatic for me. I called from overseas and Matthew was very helpful and asked if I required any further assistance. On return and completing my form, my claim was approved and within 3 days I received my money. Thank you Rosaria!!!!!
bad service after basic claim - not recommended
Simple claim after flt cancellation. Rang to enquire about how to claim, went through 3 people. They said I had to get letter from travel agent as package but form online did not contain relevant pages for them to complete. Agent underestimated claim as I did not use here insurance. Suddenly got email that I had lodged a claim despite not , then got email stating they don't do online claims anymore. Lodged claim and two guys called (one at near 6pm) but could not understand them - heavy foreign accent. First sounded like a fraudster as did not ...know anything about me or my claim. Asked second to call back later but he did not and instead processed claim for $45!!! ($50 excess) ignoring hire cars and refusing food - not worth the effort. Then straight after received email, another guy called stating he was processing the claim! What is going on here? Made numerous subsequent complaints to Medibank and to insurer - NOT ONE reply. Called today and asked for manager - same guy who processed claim. Unfortunately got very frustrated by their poor service and got angry and advised I would complain to Financial Ombudsman (which I intended). Just received an email that they will pay a bit more - but this is too late and I should not have had to go through this lengthy, stressful and time wasting process for a simple claim. I dread what would have happened if I had had serious medical issues. Now I know! I will consequently look elsewhere for travel insurance and make sure that it is also not the same underwriter. Disappointing Medibank - a long term customer. Used before but never had to claim - but this is the test and here are the results - fail!
I found the overall experience to be pleasant. Reasonable and prompt response. Claim process is straight forward and works. I would highly recommend this product. Keep up the good work!
Missed Flight - 1st Claimed denied but 2nd approved
I travelled to Europe via KL in May 2019. Due to conflicting flight information between airlines and ground staff I missed my flight and Turkish airlines forced me to pay another ticket (avoid TK airlines - they're the worst!)
I made a claim with Medibank and they denied it. I wrote back to them expressing how angry and disappointed I was with their refusal. Also mentioned how I would swap my private health cover to a better company if they refuse my basic claim - I did not feel like a valued customer at this point!
The following day I receive...d a phone call from a representative. He was very friendly, understanding and I felt he genuinely wanted to help me. My claim was approved that day and 3 days later the money was in my bank account. Very happy I chose Medibank travel insurance together with private health.
- Travel Insurance - International Comprehensive Plan (Single Trip)
- Verified customer
Absolute joke - should have saved my money
Missed connecting international flight due to fog. Spoke with 2 x consultants at the time to find out what I was covered. One advised that I would only be covered an amount of $250 which was the same as my excess, essentially meaning I wasn't covered at all. This did not make any sense to me and I requested to speak to a 2nd consultant who stated that I would be covered as the flight being cancelled was out of my control. Based on that information, I organised for an alternate flight.
Received letter stating that flight was only covered for a certain amount ($250). I am now over $2000 out of pocket due to this misinformation.
As a Health Professional I would NOT recommend this product!
I've been a Medibank Private health insurance member for many years. In addition, I've worked for preferred suppliers with Medibank for several decades.
As such, I decided to take out Travel Insurance with them. What a mistake that was.
Flying into Singapore I suffered a health issue which, given the medical services were unavailable at Changhi at the time, required me cancelling my trip to fly straight home. I fly regularly, and even hold a pilots license, so flying isn't a problem normally.
I contacted Medibank Travel Insurance, and from...the moment I attempted lodging a claim, received conflicting information, delays, lost paperwork, and just about every possible delay imaginable. 8 MONTHS LATER, I am advised my claim was rejected, because they feel a matter totally unrelated to actual travel, was considered a pre-existing condition, and therefore voided my claim. Honestly, as someone who has worked in the Health Profession for 25 years, they tried every possible avenue to delay and misdirect my claim process, and forget talking to someone, because the incompetents gave conflicting advice each and every time I rang them.
Delaying payment technique
I'm writing a review on behalf of my parents. My parents booked a holiday to New Zealand and 3 months prior to departing my mother was diagnosed with breast cancer. She had the cancer removed and her doctors advised that she needed to have 20 weeks of chemotherapy, and then 3 weeks of radiation. Her doctors said she was not fit to travel as she will still be having active treatment. We called to find out what we need to do to cancel the trip and claim back any losses. The staff were very nice and told us that we needed letters from specific pro...fessionals (oncologist, GP and travel agent) and the exact wording of these letters. Unfortunately they didn't mention that we actually needed the professionals to fill out medibank specific forms. After this, they then needed to access my mothers full health record and obtaining permission with each email response taking multiple days. Once they had gained access and it proved my mother genuinely had cancer and didn't know about it prior to booking the holiday, they then weren't happy with travel agents invoices saying how much money was refunded to us. They now required letters specifically from the individual companies that they had to cancel travel arrangements with. As you can see we are now 6 months in and we have received one part refund. Very frustrating process.
- ‹ Prev
- Next ›
Questions & Answers
Thanks for getting in touch with us today.
To get a quote on Travel Insurance, please follow the link here: https://travel.medibank.com.au/ .
If you have any further questions or enqiuries please don't hesitate to let us know.
I have a quote already. How to proceed it?
Thanks for getting in touch, please send us a private message with your quote details and we will help you with that. Alternatively, please don’t hesitate to contact our Travel Insurance team on 134 190 from 8 am to 8 pm Monday to Friday & Saturdays 9 am to 4 pm (AEDT) for assistance.
Got a quote for travel insurance as my yearly paid insurance had expired.
The quote had gone up about 15% from the previous year I queried what i thought had been an excessive increase
Got no reply
Emailed a second time asking for the information to be forwarded onto a supevisor
Still no reply Been waiting a very long time
Need to speak to or email someone that can actually do something
We are terribly sorry to read that you have not received the customer service you deserve.
Can you please send us a private message with your full name, date of birth, address and email address?
This will allow us to further investigate this for you.
We look forward to your reply.
|Category||Travel Insurance||Travel Insurance||Travel Insurance||Travel Insurance||Travel Insurance|
|Contact Number||134 190||134 190||134 190||134 190||134 190|
|24-Hour Phone Contact||Yes||Yes||Yes||Yes||Yes|
|Other Insurance Types Offered||Health and Life||Health and Life||Health and Life||Health and Life||Health and Life|
|Maximum Age Covered||99 years old||99 years old||99 years old||99 years old||99 years old|
|Overseas Emergency Assistance||Unlimited||Unlimited||Not Covered||Not Covered||Unlimited|
|Accidental Death||$25,000||$25,000||$10,000||$10,000||Not Included|
|Emergency Dental||Not Included||Not Included||Not Included||Not Included||Not Included|
|Pregnancy (max weeks)||Optional cover for 26 weeks||Optional cover for 26 weeks||Optional cover for 26 weeks||26 weeks||Optional cover for 26 weeks|
|Resumption of Journey||$3,000||$3,000||Not Included||Not Included||Not Included|
|Hospital Cash Allowance||$5,000||$5,000||Not Included||Not Included||Not Included|
|Overseas Emergency Medical & Hospital Expenses||Unlimited||Not Included||Not Covered||Not Covered||Unlimited|
|Loss of Income||$10,000||$10,000||$2,000||$2,000||Not Included|
|Permanent Disability||$25,000||$25,000||$10,000||$10,000||Not Included|
|Luggage & Personal Effects|
|Theft of Cash||$250||$250||Not Included||Not Included||Not Included|
|Delayed Luggage||$750||$750||Not Included||Not Included||Not Included|
|Credit Card Fraud||Not Included||Not Included||Not Included||Not Included||Not Included|
|Travel Documents / Passport||Not Included||Not Included||Not Included||Not Included||Not Included|
|Maximum Single Item Limit||$3,500 (Cameras)||$3,500 (Cameras)||$300 (Any Items)||$300 (Any Items)|
|Luggage & Personal Effects||$8,000||$8,000||$300||$300||Not Included|
|Rental Vehicle Excess||Not Included||$4,000 plus up to an additional $3,500 as optional extra||Not Included||Not Included||Not Included|
|Motorbike / Moped Coverage||Optional Cover 200cc & below||Optional Cover 200cc & below||Optional Cover 200cc & below||Optional Cover 200cc & below||Not Included|
|Domestic Pet Care||Not Included||Not Included||Not Included||Not Included||Not Included|
|Special Activities Packages|
|Golf||Not Included||Not Included||Not Included||Not Included||Not Included|
|Cruise||Not Included||Not Included||Not Included||Not Included||Not Included|
|Adventure||Not Included||Not Included||Not Included||Not Included||Not Included|
|Snow / Ski||Optional Extra||Optional Extra||Optional Extra||Optional Extra||Optional Extra|
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.