Tick Travel Insurance - International Top
Part of Tick Travel Insurance  4.0 (2,817)

Tick Travel Insurance - International Top Questions & Answers

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John H.
John H. · Tick Travel Insurance - Top

Will be riding an 800cc motorbike in Norway, then moving on to the UK and Ireland for self drive and train tours of Scotland England and Ireland.
Will the top cover policy cover me for all that travel including motorbike riding?

Ruben Keyzer
Ruben Keyzer  

No, they don't cover bikes, only cars

Rajiv M.
Rajiv M. · Tick Travel Insurance - Top

Hi there, I am about to buy a travel insurance and when I was checking the review for Tick Travel, it looks like good reviews are from the people who have not had any claim. All people who have had a claim gave single star. I am concerned as we buy insurance for bad times and if every claim is going to be declined then what is the purpose of buying an insurance. Can you please provide any official data of claim settlement ration i.e %age of successful claims for example out of 100 claims 94 were settled which mean ratio is 94%.

Help much appreciated

andy b.
andy b. · Tick Travel Insurance - Top

Hi
Does my insurance cover if an accidence occurs (not with vehicles) and I am under the influence of alcohol.
Say if someone (car or bike) accidentally hits me crossing the street or I trip over something and hurt myself and to have medical attention (hospital)????

Tick Travel Insurance
Tick Travel Insurance   DM   

Hi Andy, Regarding alcohol, our policy states, as outlined on page 15 of all our Product Disclosure Statement (PDS) under General Exclusions, point 8: "Any claim arising directly from you, your partner, relative or travelling companion consuming alcohol" will not be covered under this policy.

If you require more detailed information or clarification on this matter, please don't hesitate to contact us at 1300 401 177.

Best regards,
Robert

Lara W.
Lara W. · Tick Travel Insurance - Top

Are photo enough evidence to make a claim for things like theft and lost luggage? I don't have receipts for most of the things I'll take to Europe!

Tick Travel Insurance
Tick Travel Insurance   DM   

Hi Lara, Thank you for your question. We do not consider photographic evidence as proof of ownership. We may consider valuation certificates, ATM receipts, and warranty cards if you are unable to provide receipts, bank statements and/or invoices.
Regards,
Thomas

Donna Kennedy
Donna Kennedy · Tick Travel Insurance - Top

Do I really need to have receipts for lost luggage (including clothing, computer, cosmetics)?if so …who keeps receipts for these things? ( well maybe the computer)

Cherubs
Cherubs  

Was about to sign up with Tick for our upcoming trip but after reading the reply from a Tick worker I don't know what to do now :(

Lara W.
Lara W.  

Did their reply disappear? I can't see it.

Tick Travel Insurance
Tick Travel Insurance   DM   

Hi Donna, Thank you for your question. We may consider valuation certificates, ATM receipts, and warranty cards if you are unable to provide receipts, bank statements and/or invoices.
Please note that we do not consider photographic evidence as proof of ownership. Please let me know if I can help with anything else.
Regards,
Thomas

Andie
Andie · Tick Travel Insurance - Top

How can I read the product disclosure before purchasing the insurance

gizmo7
gizmo7  

here is a link for you - for single trip, overseas holiday:

https://www.tickinsurance.com.au/media/2023/02/TK_MS_PW_OT_0223.pdf

To find this page, go to tickinsurance.com.au, there is a green banner with drop down links - select customer service, then select PDS from the drop down menu.
(PDS = Product Disclosure Statement.)

Tick Travel Insurance
Tick Travel Insurance   DM   

Hi Andie, Our product disclosure statement is available here - external link
Regards,
Thomas

John Roche
John Roche · Tick Travel Insurance - Top

I have a valid Australian motorcycle license.
If I hire a scooter in Phuket, Thailand and I am involved in an accident am I covered for medical expenses and damage to the scooter?

Tick Travel Insurance
Tick Travel Insurance   DM   

Hi John, Thank you for your question. As per general exclusions of our policy, you are not covered for any claim arising from the use of a two-wheeled or three-wheeled motor vehicle unless you;
a. as the driver or a passenger are wearing a crash helmet (this is irrespective of the law in the country you are in), and
b. as the driver:
(i) hold a driving licence appropriate for the country you are in, and
(ii) if using a motorcycle rated 125cc or higher, you hold a current and valid license required for
driving an equivalent rated motorcycle in Australia.

We recommend going through our Product Disclosure Statement to understand more about what is covered - external link

Please let me know if I can help with anything else.

Regards,
Thomas

Ian R 94108
Ian R 94108 · Tick Travel Insurance - Top

Insurance is a product that we purchase from out insurer and it is a piece of paper with the understanding that we one some occasions may require assistance , in the event of a claim. The price is important but the claim handling is where a company is truly measured. My question being what is the average turn about time for an accepted claim covered via the policy wording. Ian R

Sabrina
Sabrina · Tick Travel Insurance - Top

All the positive reviews of this insurance are mostly concerned the price and easiness to set up the policy. How many have submitted a claim? I have, over the phone, and they straight away told me no refund.
I'd like to see feedback on actual refund requests and how was the end result

Lou
Lou · Tick Travel Insurance - Top

Why is it that efficient attention has been given to my claim for additional costs and non-refundable fees has not been processed since late March 2020? The questions that have come back from officers within TICK have been simplistic, indicate failure to look beyond the last communication and indicate inepitude on the part of those individuals, e.g., not looking back to the full documentation and then asking inept questions. First officer appears to have forgotten the claim. My last communication thtrough the system answering their query by anotrher was lodged approximately two weeks ago, followed up by 'phone to ensure that it had been received and that the full files were visible which they were. Took over a week for the officer supposedly acting upon it to indicate "the file had been updated". I appreciate the very high current workload these people appear incompetent, so what does that say about management Lee P

Tick Travel Insurance
Tick Travel Insurance   DM   

Hi Lee, I'm sorry your claim isn't progressing as you would like it to, and I'd like to help. Please send me your policy number via private message and I will follow up on your behalf and get you a meaningful update on your claim. Thanks, Anna

Lou
Lou  

Hi Anna. My policy number is MS/TK/305144/23408455. Claim reference 120005383/322960. If you trace the claim file through you will see the inefficiency to which I refer and the claims personnel involved. Lee Pooley [Email and Phone Number Removed]

Tick Travel Insurance
Tick Travel Insurance   DM   

Hi Lee, thanks for sending this information. I have followed up on your case with the claims team. Thanks, Anna

Anthony S.
Anthony S. · Tick Travel Insurance - Top

Hi Anna, took out top travel insurance on 5/9/19 for travel to Europe between 8/6/20 - 11/7/2020, Policy MS/TK305144123939609, Customer service request 359931.

We requested a pro-rata credit on our travel insurance premium of $1981.05, a huge premium,(over 75’s & pre-existing condition) we love travelling, so have to pay a high price for cover. We have Not cancelled the policy, government restrictions due to the virus prevent us from travel. May 29th email from customer service, we were advised that as a gesture of goodwill, Tick would consider a pro-rata credit with no admin or cancellation fees for all single trip policy holders who have NOT MADE A CLAIM due to the impact of Covid-19. June 1st email, refund was declined! Why is this?. We will NOT be making any claims on this policy, all our travel providers have refunded 100% of our travel costs.
Insurance must be “Fit for Purpose” under the Fair Trading Legislation, since we cannot travel, the policy is no longer “Fit for Purpose” therefore we feel we are entitled to a reasonable refund.
This is a good time to show customer support and demonstrate goodwill at these difficult times to your customers

keith forsyth
keith forsyth  

Disgraceful customer service by tick definitely will not use them again

Tick Travel Insurance
Tick Travel Insurance   DM   

Hi Anthony, I am not sure why your request for a credit was denied, but I would like to help you with this. I investigate and update you on this tomorrow. Thanks, Anna

Anthony S.
Anthony S.  

Thank you Anna, hope to get a favourable reply.

Tick Travel Insurance
Tick Travel Insurance   DM   

Hi Anthony, I believe you have received a communication to help you access your credit. Let me know if this isn't the case, or if there is anything else I can do for you. Thanks, Anna

Anthony S.
Anthony S.  

Hi Anna, thank you for your reply, as of today’s date 5/6/20 no communication has been received from Tick, I have checked all email sites.

Tick Travel Insurance
Tick Travel Insurance   DM   

Hi Anthony, very sorry about this. I have followed up and you should recieve an update soon. If you don't hear anyting by close of business on Monday, please let me know so I can follow up again. Thanks, Anna

Anthony S.
Anthony S.  

Hi Anna received information from the claim department, and have requested an explanation of how the pro rata refund is worked out. We do not want a voucher, we require a pro rata refund, after paying a huge premium of nearly $2000.00, making no claims, its unethical not to give a refund. Vouchers are useless to us, we cannot travel until there is a Covid-19 vaccination., we are in our late 70’s and this year would probably have been our last European trip.

Tick Travel Insurance
Tick Travel Insurance   DM   

Hi Anthony, I'm very sorry to hear about your situation, and I understand your position. Unfortunately, I'm not able to make a decision on your refund request, and can only let you know that our position is not to refund policies. I would recommend you continue to dispute this through the official channel, by emailing complaints@tickinsurance.com.au. Thanks, Anna

Dean S.
Dean S.  

Keith, you probably want to read some of the reviews. Tick Insurance will not pay out on legitimate claims. I would think your insurance is worthless. If you can get your money back try another company.

GREGGYthenotsoGREAT
GREGGYthenotsoGREAT  

This is absolutely criminal! They are taking huge premiums for absolutely nothing!
WHAT RISK?? When you make a legitimate claim, they muck you around till you go mad and then if you are unbelievably lucky and have a "win" they bludge $200/person/section from the payout!!
But hey, she is always "sorry" for you.
Save your sanity and go to a regulatory body and complain like hell. If they get enough complaints eventually some one will hear. Also try law offices for class actions.

Mick M
Mick M · Tick Travel Insurance - Top

Hello, I took out your Top Cover travel insurance well before the Covid 19 Virus. I was booked to go to Bali in June 2020 as you know the government banned overseas travel and as a result my trip was cancelled by the travel company. The travel company offered me a credit with an end date of 31st of March 2021. This may seem OK to you but the problem is that I get annual leave once a year and the month that I get my annual leave each year is June. I would really love to go to Bali during the dates of the credit offer, but if I did not show up for work my boss would sack me and I just can't afford to loose my job. I now know that you refuse to pay a refund when a credit/ voucher has been offered by the travel company even if the credit/voucher is impossible to use. So firstly what advice can you offer me regarding this issue and secondly could you tell me the section in your PDS that mentions credits/vouchers in lieu of a refund as I just can't seem to find it myself.
Regard's
Mick

Chris W.
Chris W.  

Hi Mick, I have made a similar point for a non refundable hotel room and two non refundable seperate air-tickets in Europe. My point is that we currently cannot legally accept time limited vouchers when the Australian Govt has issued an ‘Indefinite’ Travel Ban. The PDS simply requires clients to make ‘all reasonable efforts’ to avoid claim expenses by seeking refunds etc. I managed to get over 85% of our potential $30,000 claim back from providers despite it all being non refundable - they were honest and understanding in these circumstances.
Clearly it is not reasonable to accept such vouchers at this time and is also inconsistent with ACCC advice on travel providers pushing acceptance of vouchers instead of refunds. FYI this is now subject to a class action by ‘Slater & Gordon’ on airlines and travel agents insisting on the voucher option - this may well be extended to travel insurers as it is highly inappropriate and unethical given our Govt directions.
Best of luck with your claim, mine is quite straightforward but has taken over 7 weeks just to get it to management for a ‘decision’.

Tick Travel Insurance
Tick Travel Insurance   DM   

Hi Mick, I'm sorry your claim experience thus far has been frustrating. Although you should accept offers of credits or refunds from travel providers, you can and should detail in your claim the reasons the credits are unreasonable, regarding your annual leave situation, and inability to travel during the dates the credits are valid. Regarding sections in the PDS that discuss this, there may be other references, but the two below references address your question: "You must take all reasonable steps to avoid or reduce any loss which may mean that you have to make a claim under this insurance."
"You must claim from the transport company first, and provide us with written confirmation of any refunds or
rescheduling offered to you."

Thanks, Anna

Mick M
Mick M  

You must take all reasonable steps to avoid or reduce any loss (read costs) to Tick Travel Insurance. How about this, I was in a multi level shopping centre in New York the centre had stairs and an elevator that led to the carpark, the stairs were not undercover and it had been raining so there was a long queue waiting for the elevator. I decided to take the stairs which were wet, I slipped and fell breaking my leg. Now of course I DON'T intend to make a claim against my Top Cover from Tick Travel Insurance for the following reasons: 1. I did not take all reasonable steps to avoid the wet stairs (when I could have taken the elevator) 2. By taking the stairs I exposed Tick Travel Insurance to a potential loss if I was to fall. Why would any sane person make a claim against any travel insurer under the above circumstances, however all is not lost, my legal team have found out that rain was not forecast on the day of my accident and that God and his legal team have a case to answer to.

Joshua D.
Joshua D.  

I am in a similar situation for a family trip to Vanuatu that was cancelled with insurance taken out in 2019 pre COVID 19 for a trip in April.

Got the wonderful news today that due today after extremely poor communication (lack of a phone number to talk to someone, no responses to questions regarding cancellation and long timeframes) that our claim was rejected as credit was offered.

A credit is all well and good if you can use it!

My wife is pregnant with our second child, so a trip to a country that has malaria problems with a newborn that cannot take preventative medication until 18 months. This rules any use of these credits out and any suggestion we can use the credit is ridiculous. THIS WAS MENTIONED IN THE CLAIM!

I have my suspicions that the claims have not been reviewed fairly or thoroughly due to generic statements in your reply.

It is appalling that Tick is preying genuine claims and in my case an expecting family.

Just to let the "Tick Team" know I am not going to let this go quietly.

I have lodged an internal dispute hoping that common sense will prevail on Tick's behalf. If not I will be forced to pursue other means to recover my rightful insurance claim.

Extremely disappointed to say the least!

Do not insure through Tick Insurance as they will rip you off and take your money!

Do the right thing and pay your customers!

Regards,
Swindled Tick Customer

Sue
Sue  

Joshua, Chris and Mick, can I ask if you have had any further progress in your claims?
I am in a very similar situation and had my claim denied. I am simply unable to use my 'credit' of accommodation worth $5000. What is the point of taking out travel insurance for a specific holiday, when the holiday is cancelled through no fault of my own... the insurance is useless.

Mick M
Mick M  

Hello Sue, Zero Zilch Nothing but then again I wasn’t holding my breath. You know I just can’t figure out why they hung Ned Kelly.

GREGGYthenotsoGREAT
GREGGYthenotsoGREAT  

G'day all. Like you I also have hit a brick wall with this mob. Can well understand your frustration and sarcasm Mick. Don't you love it when these people trot out the references like you must take all reasonable steps to avoid any loss etc. Well hullo! who is doing the insuring here, me or you? And what a field of interpretation that opens up!! How do these people look in the mirror each day? Go to the media, this whole rotten industry needs a good shake up! See Deans reviews.

Gerrie
Gerrie · Tick Travel Insurance - Top

My reference no is 120009162
I have an email which requested information to be sent to you re our cancellation of our trip 1st May-31st May. As our doctor told us, that at our age it would be dangerous to our health to travel because of the virus, and the fact that we had cancelled before it was made a pandemic, and our policy was taken out last September, should we register the mail with all of the documents required, or do the transaction via email? We understand the excess per person is $200.00. My original enquiry was 5th march 2020 to Customer Support [Assistance].

wabomberboy
wabomberboy  

Hi Gertie, I took a picture of all my documents and emailed them back. As long as everything is clear there shouldn’t be a problem.

Gerrie
Gerrie  

I thought I was asking a question to TICK travel insurance....

wabomberboy
wabomberboy  

When you ask a question on product review anyone can answer. Just trying to help.

Gerrie
Gerrie  

Thank you figured that out eventually, much appreciated.

wabomberboy
wabomberboy  

No problem.

Nev. BARROW
Nev. BARROW · Tick Travel Insurance - Top

Can I claim for a Air Vanuatu flight cancelled on 22/03/2020. Replacement flight purchased for our party of 4 adults and 1 infant.

Tick Travel Insurance
Tick Travel Insurance   DM   

Hi Nev, if you purchased your policy before 4:00pm on 31st January, and your policy included cancellation cover, then you are eligible to claim for cancelling your trip, although it sounds like perhaps you are rescheduling instead of cancelling. Therefore, I cannot advise on the outcome of your claim, and I would recommend you lodge a claim. The below link includes all of the information you will need to lodge online, via email or via post, along with a list of documents that need to be included along with your claim. external link
external link
Thanks, Anna

Nev. BARROW
Nev. BARROW  

Why did tick accept and take money for travel insurance after the 31st January then why did they take our money after that date for travel insurance our flights were cancelled by air Vanuatu 2 days before we were due to fly back to Australia not our fault and no explanation from air Vanuatu

Tick Travel Insurance
Tick Travel Insurance   DM   

Hi Nev, we continued to sell policies that provided the same wide range of cover our policies had offered before this date, with the exception of claims related to coronavirus. In addition, it was deemed a known event by this point, meaning it would be expected the policy was entered into with awareness of the virus and its developments. I would recommend you contact complaints@tickinsurance.com.au with your policy number. They will be able to formally lodge your complaint and investigate your case. Thanks, Anna

Cath C
Cath C · Tick Travel Insurance - Top

I purchased this cover in October 2019 for a trip in May. We are postponing this trip due to COVID. My cover does include COVID-19 events. I will be taking this trip - to exactly the same destinations and exactly the same travel duration - but a simple transfer of dates will need to apply. I have emailed customer service weeks ago however as yet to receive a response. There is nothing mentioned in my T&C's to indicate that a date change cannot apply. In fact - I'm sure a lot of policies have date changes applicable seeing as people purchase travel insurance before travel dates become firm. This request is being made before the commencement of my trip. Please advise on this and how a travel date change can be applied.

Marion
Marion  

Hi Cath,
I think if you go into your booking, it should allow you to change the dates, if not, just get in contact with the actual place you are booked into and see if they will allow a credit to be held for you.
And they would probably be able to change your dates also. If its non-refundable you may have just lost your money, Good luck.

Tick Travel Insurance
Tick Travel Insurance   DM   

Hi Cath, thanks for reaching out, but I'm afraid we are not able to change the dates on your policy, as this isn't something we can offer. Also, I'm afraid a refund can only be made if the policy was purchased within the last 14 days. Thanks, Anna

Philip Harlow
Philip Harlow · Tick Travel Insurance - Top

Hi,

We took out top insurance with you on 1 Oct 2019 for a trip including flights from Australia to Malta and Greece commencing on 19 April 2020. Due to the corona virus I have canceled all that I can without cost but it appears now the airlines will cancel our flights and I wont get a a refund. Are we able to claim this cost from Tick and what is the timetable for doing so? Thanks,
Philip Harlow, pcharlow@westnet.com.au

Tick Travel Insurance
Tick Travel Insurance   DM   

Hi Philip, without knowing more details, its not possible for me to guarantee that your claim will be paid, but depending on the level of cover you purchased (i.e. if it was Gold or Silver) you may be eligible to claim. The below link details all the evidence that will be needed to be sent by you, in addition to the details you will need to send your claim to us via email or post. external link
Thanks, Anna

Bicki B.
Bicki B. · Tick Travel Insurance - Top

Hi,
I bought top travel insurance on March 7. I am going to go to France in August. I understand cancellation due to change of mind is not covered, but in the event I contract coronavirus whilst overseas will I be covered for medical expenses?

Tick Travel Insurance
Tick Travel Insurance   DM   

Hi Bicki, thanks for getting in touch. Unfortunately, all policies purchased after 4:00pm on 31st January 2020 are not covered for claims relating to coronavirus. Please read the below travel alert that details our position on the situation: external link

To make any changes to your policy, please email info@tickinsurance.com.au for assistance.

Thanks, Anna

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