Full Refund, Very Happy
On contacting Medibank Travel Insurance today about our insurance for a cancelled trip, I was so pleased to be offered a full refund of our premium which was over $1000.
We had already received most of our refunds from our travel providers, so getting our premium back was fantastic.
Wonderful service and very helpfull.
We had our trip to Asia cancelled by the cruise line because of covid 19.
We were reimbursed from NCL for the cruise but not the flights etc.
Thankfully Medibank Private paid the shortfall. Really great service and courteous staff. Thank you.
Purchased travel insurance from Medibank travel
Insurance for a European trip in September 2020 on the 10 February 2020 at this stage there was no travel bands .
Covid 19 was still new and nobody knew what would happen
We paid for insurance and paid for top cover-then covid 19 travel bans came out we were told that that because we purchased this cover after the 23 January 2020 they would not cover us so now we are left on our own
Medicare have a duty of care if they had told us they that we Would not be cover if this covid got worst
Professional and Courteous
Covid 19 forced us to cancel our trip to Canada / Alaska - with our travel insurance being taken out well in advance of the pandemic we were pleased that our Medibank travel insurance covered the cost of the trip that was not refunded by the travel company. The service from in store ( Lisa ) and over the phone was always professional and informative. The claim was handled quickly and to our full satisfaction. In such a difficult and stressful time the service was very much appreciated. We will certainly take out future travel insurance with Medibank.
Medibank declined my claim because my mum had a surgery
Medibank travel insurance declined my claim because my mum had a surgery so we need to cancel my family trip and go to the hospital to take care of her.
Medibank paid when ASMOF travel insurance rejected claim
As a member of Australian Salaried Medical Officers Federation with "complimentary" travel insurance I expected them to cover my stolen camera, they did not but Medibank did! Thanks Medibank for your fare assessment, makes me think never trust "complimentary" travel insurance, go with Medibank!
Courteous and Thorough
We had to cancel a planned trip to Vietnam because of Covid-19. Travel insurance had been taken out well before the outbreak became known and therefore Medibank Travel Insurance covered the cost of the deposit that was not refunded by the travel company we had used. Claim was straightforward to lodge and was handled quite quickly.
Medibank came to the party when overseas holiday/cruise had to be cancelled.
We have used Medibank Travel Insurance for 3 of our overseas cruises. The proof of the pudding was cancellation of an Asian cruise which was cancelled for obvious reasons. Our travel agent determined that some of our deposit was not refundable and we really couldn't afford such a loss. Medibank covered most of this loss and we very much appreciated this
Extreme slowness in their responses and claim with amount wrong calculated
We acquired with my partner Medibank because he has been a client of the company for more than 10 years. We quote insurance to travel to Chile, Peru and Argentina. Everything went wrong when we wanted to open a case, and it turns out that Medibank does not have the option of local calls to any hub or centralization of calls like other insurance companies do. I had to ask a friend who was in Melbourne to call the company and ask them to call us back. We opened the case, and when we returned to Chile, we had another problem, we opened another cas...e, and in the end, when we arrived in Australia, we needed to make our reimbursement of expenses. First, the email to make the claims, it does not work, we had to go to a local in the mall to ask how we could make the claim expeditiously because we had to attach the payment vouchers, once we did everything, then they say no! they must fill out this form and scan and send it, it took more than 2 weeks to respond. Then when they send us the payment, the letter has a refund of 0.60 cents (my case was opened for more than 800 Australian dollars that were equivalent, to the local Chilean and Peruvian currency). Trying to communicate with them is a nightmare, I was more than 45 min on the line and did not respond, I sent an email and that was not that to review a claim already open, which was another, I went through about 5 emails until I found who He had to answer me (curiously a partner of the insurer, not the same Medibank). I have been waiting for you to respond to me since March 25 so that they recognize your mistake in calculating your payment because they have no idea what the exchange rate or value of the foreign currency is. What kind of professionals are behind this company? You have autoresponder emails that they will send in 2 more days, then in 10 more days and so on. More than 45 days have passed and they are not able to make a calculation correctly to pay what corresponds. I'm still waiting for some answer.
- Travel Insurance - International Comprehensive Plan (Single Trip)
- Verified customer
Completely unresponsive during COVID-19 pandemic
Hard to comment on the value of the insurance policy when they simply do not respond to emails or answer their phone calls! First lodged a query with Medibank over 9 WEEKS AGO and have not heard a thing from them aside from the their automated reply emails. I understand things are busy during the COVID-19 pandemic but this is ridiculous and completely defeats the purpose of buying insurance in the first place if you can't get a timely claim!!
First claim query was sent via email in early March, received an automated email stating they will end...eavor to respond within one business day. Nothing! Followed up with phone calls throughout March but sit on hold for 1 hr and 40 mins before the line simply drops out - how convenient for them! Subsequently lodged a formal claim in mid April, and their online system said the claim will be processed within 10 business days. Still nothing! Again, have followed up with multiple emails and phone calls where I sit on hold for about 1 hour and 40 mins and before dropping out. My only guess is that my claim meets the requirements of their COVID-19 policy (purchased insurance before 23 January, cancelling travel planned before 1 April and countries are on the Government's 'Do Not Travel' list) so they are completely ignoring me to delay a payout on my claim... Beware!!
Absolute RORT ! Refuses to pay substantiated Claim. AVOID Medibank Travel Insurance
I purchased a Annual Multi-trip overseas travel insurance with Medibank. My return flights from overseas were confirmed for 28th March back to Australia and then were cancelled by Jetstar at the last minute. This was no fault of mine and I was stranded and will be until May. Medibank claim that due to some wording in the policy that unless it was due to Natural Disaster, Strike, War blah blah they have the right to refuse my claim for travel disruptions. What an absolute joke this company is. I have been a fully paid Medibank policy holder for ...over twenty years and never thought a company like this would screw a policy holder like this. I will be cancelling all my policies when I return home and seeking other insurers for all my families insurance needs. I urge all AVOID MEDIBANK INSURANCE if you want peace of mind !
Covid 19 refusal
Typical of company that claims to help, your wording is so clever so you don't have to cover any claim to do with the Corona Virus. What a let down and will never use your company again.
So disappointing and pathetic
Travel wit ease
We have been using Medibank Private for over 16 years for our private health cover and all our travel insurance needs, because they have covered our claims when we really needed them. Their staff have been really caring.
In this difficult time with a looming number of claims due to the pandemic we received our claim in full. Good work
Yes the policy was good value
We received notice our claim was approved and payment was received in the published time frame
This is the 3rd occasion we have used this company for travel insurance and add that we are shareholders in the company
Still waiting for response after flights cancelled.
My first email was sent on 12/03/20 to advise that I have had to postpone my trip and flight bookings with Singapore Airlines and wish to either receive a credit or cancel my travel insurance policy. Medibank's email response was I would be contacted in 1 working day. As I did not get through on the phone, I sent more emails and am still waiting for a response on 26/03/20. My next step is to visit the Medibank Branch Office where I purchased the travel insurance policy and also write a letter of complaint to Consumer Protection.
Very disappointed - look elsewhere for insurance
I have been a customer of Medibank (travel and health insurance) for many years now and thankfully have never had to make a travel claim. However, due to Covid-19 outbreak I’ve had to cancel my upcoming trip. I tried emailing and calling numerous times to get some answers and nothing. I finally got through and a customer service operator just kept reading the travel alert on their website that had not been updated since 23 February. Told me I couldn’t speak to anyone in the claims until I actually made a claim and told had to actually cancel ev...erything to do so. It was a lose-lose situation. Despite all their online FAQs and online advice suggesting that they do pay for cancellation when DFAT issues DO NOT TRAVEL advice, this is actually not true as my claim was denied. This is despite having purchased a policy in December 2019 before even WHO knew about the outbreak. Have contacted with evidence from their website but have not heard back. Very disappointed and should it not be resolved I will be taking the matter up with the Australian Financial Complaints Authority. Their payment of claims is arbitrary and advice is misleading.
A very long wait on the phone but the issue was resolved
The rental car insurance excess is below the amount charged by most car companies. I waited on the phone for over an hour wanting to confirm what the limit is and if I could increase. I am still waiting 1hr 10 mins later. Once I got a sales agent they were very helpful and increased the limit with a slight increase in premiums. I had called medibank when the corona virus pandemic had just hit therefore the long wait time.
Not Specifically Medibank but AHM which is owned by them.
Terrible Service, I purchased their travel insurance on the phone and was informed by 2 people that their policies cover certain things we need to be covered. Next day telling people about my policy, they were skeptical and didnt believe it covered those medical requirements. So I called again and was put on hold for 30 minutes and when I explained my situation, they told me that I was misinformed and that my policy did not cover that certain medical. I was pretty annoyed and I asked if they could anything about it and the only thing they offer...ed was to cancel my policy, not give other alternatives or honour what both their employees told me. AHM and Medibank are under the same company and would have same problems and I believe you shouldn't choose either travel insurances as they either misform important details or dont allow you to claim anything due to their update 'PDS and policies'. Would not recommend and I will not be using their services anymore.
smileyGreater Melbourne (Inner), VIC
A very satisfied Medibank Travel Insurance customer
Medibank is my private health insurer, since I began to experience serious heath issues 4 years ago they have been excellent. Medibank was an easy choice when I purchased a comprehensive policy for my families trip to Thailand. Unfortunately I needed to make a claim upon our return. The online claim process only took 5 minutes, I received an approval 10 days later. I recommend Medibank for both health and travel insurance, my experiences have always been excellent. I will definitely continue to use them in the future.
Medibank Travel Insurance - Not easy to deal with
We have used Medibank travel insurance a few times as we have our health insurance with them. I emailed and then rang them on 3/3/20 asking about a current policy (covering a cruise that had been cancelled) and about taking a new policy for replacement cruises we have booked. After being put on hold for 10 minutes, the highly officious lady who responded said that I needed to talk to someone else for the existing cruise but she could help with cover for the new cruises. This very patronising lady then gave me chapter and verse about what needed...to be done. I ended the conversation by saying I will take my business elsewhere as Medibank was obviously not interested I still have had no response from Medibank travel. So much for their 1 business day turnaround!
Questions & Answers
Medibank Travel /Zurich rejects claim, Good to Go /AIG paid identical claim -covid 19 not regarded as a natural disaster
Three of us travelled together and had to return to Australia early after our tour was cancelled as borders were closing due to covid 19. This involved purchasing emergency return airfares. One of us was insured with GoodToGo / AIG travel insurance, the other two were insured with Medibank travel insurance/Zurich. Claims were made to both insurance companies. Both claims were initially rejected because covid 19 is not regarded by them as a natural disaster. Medibank will only recognise geological and meteorological natural disasters not biological ones. AIG subsequently paid the claim under cancellation expenses. Medibank/ Zurich did not pay the claim. They would not recognise the return fares as either necessitated by the covid 19 natural disaster or as a cancellation expense. They say it is an additional expense not covered by the policy even though getting home was a critical part of our trip expenses. I argued that covid 19 is “Natural” and a “Disaster”. The Supreme Court of Pennsylvania in the USA agrees. (Some good arguments in the court ruling if you are in a similar position.) l have made a complaint to the Australian Financial Complaints Authority. I have insured with Medibank travel insurance before. This was the first trip where we needed insurance. Big let down. Next time we will try AIG. My Medibank medical insurance will also be reviewed.
Hi Gary, I’m very sorry to read that your claim was rejected.
I have just sent you a private message to grab your details and escalate your complaint.
I purchased Medibank private Travel insurance in July 2019 for a trip to Hawaii planned in May 2020.
Due to COVID-19, our flights have been cancelled and am not able to negotiate ANY refund from the owners of our STAYZ booked accommodation.
I've only been given the $300 USD bond back from the $5500 AUD I originally paid. VERY disappointed with STAYZ cancellation policy. It's such a lot of money to lose :(
Can I claim on my Medibank Travel Insurance for this cancellation? I agree with some other reviewers that the COVID-19 notice on their website would indicate that a claim could be lodged and approved. Does anyone know? Thank you :)
Hi there, I have a comprehensive overseas travel policy. I was due to fly to the UK in early March but had to cancel due to illness. I have a doctor’s certificate to that effect. My problem is that I assume that I need to make sure that I do everything I can to mitigate the loss before I make a claim. I had a non refundable fare on Singapore airlines booked through Webjet. I understand that Singapore airlines will offer a flight credit to be used within 12 months of the date of the original booking which was May 2019. I also understand that this deadline may now have been extended - because this is all second hand information through Webjet and it’s very difficult to contact them by phone I haven’t been told this directly. Because of the Covid 19 situation it seems unlikely that overseas travel will be possible for the remainder of 2020 even if airlines survive, so I think I have lost my money practically speaking but I wanted to find out what your policy is in these circumstances. I have been on hold on your ‘contact’ line for 2 hours 15 minutes With no reply which is pretty shabby customer service. I would appreciate any help you can provide. Many thanks, Sue Carter
I am sorry you’ve been waiting long to speak to our Travel Insurance team. I just sent you a private message to see if there is anything we can do to help.
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