16 questions from our users
In regard to travel insurance...my wife and I are booked to do a short bus trip in Canada followed by a cruise via the inside passage from Vancouver to Alaska for 7 nights...14 days in all.
We are NZ citizens amd are leaving on this trip from Australia where we spend a good portion of the year.
Does the fact that we are not Australian nationals make any difference to our travel ins.cover.?
Why would my first application for annual cover be refused due to our age, 75 and 73 ...then when I applied again it was accepted. I'm worried about taking the policy now.
I think we've sorted this Betty - but it was due to you asking for an AMT policy that was longer than 30 days. We don't cover these.
Can I extend an existing policy if I decide to stay longer?
Travelling to Hawaii in January 2019- the Big Island where they had a volcanic eruption earlier this year. Volcano has settled down, air is clear. In August it was said that the eruption is over. If flights are cancelled in January due to a new eruption will I be covered to return to Sydney?
Yes - if you buy your policy today you're covered.
On age 48 of your PDS, section 3.2 "We will not pay any claim" (h) it states: As a result of delays or rescheduling by a bus line, airline, shipping line or rail authority.
Just to be clear, you will not pay out if an airline has to cancel or re-schedule flights for any reason? Isn't that the whole point of booking of travel insurance? To have that buried 48 pages in on the PDS is unethical.
Apologies for the confusion on this Mike... it is a little confusing. We won't pay cancellation fees if a "bus line, airline, shipping line or rail authority" has to reschedule. This is an important difference to a full cancellation. In the event of a delay due to rescheduling by an airline, e.g. your flight is pushed back 4 hours or 2 days, we won't pay a cancellation fee. In this scenario, you can claim against the travel delay section of the policy as well as the additional expenses section. Hope this helps. Let me know if not.
Actually no, Travel with Jane won’t pay even if the airline cancels the flight altogether. Travel with Jane then relies on the General Exlusions part
9. Any claim Arising from extraordinary natural phenomena such as floods, earthquakes, tsunamis, landslides, volcanic eruptions, atypical cyclonic storms, falling objects from space and aerolites, and in general any extraordinary atmospheric, meteorological, seismic or geological phenomenon.
I agree, completely unethical where the above clause is inserted and defeats the purpose of taking out insurance.
Re: Quote TWJQ-00014228
I have done the above quote and put down that the destination is Vanuatu as we are on a cruise there is no where to put cruising the Pacific Islands. Before I purchase this insurance I need to be able to make sure that the quote is correct. Look forward to hearing back from you soon, I would also like a contact phone No. for you .
My email is [personal details removed]
Sure Bev you can call - 1300 856 473
Do you cover natural disaster such as volcanic ash?
As long as there is not a current eruption you're covered.
To clarify, if you've booked your holiday, bought insurance with us and even if you're already travelling... you're covered.
If you've booked a holiday, an eruption happens and you buy insurance following the eruption... you're not covered.
I was serious looking at going with travel with jane but I have sent them 2 chat messages, no answer, they say they reply vua email if it's taking too long but I haven't heard anything. Can someone please reply?
Hey there Tasneem... it looks like all chats have been responded to. Has your question been answered? If not - just email firstname.lastname@example.org and we'll get back to you.
The answer we sent through was ...
You can download the Product Disclosure Document here - https://www.travelwithjane.com/product-disclosure-statement/
So many reviews mention "how easy it was" (in fact, so many use the same wording it almost seems contrived) but no one ever mentions ever actually having to use it or how the claims process was. Being easy to purchase is not nearly as important as how easy it is to actually use when it's needed. Does anyone have any actual information about this company?
You're spot on Jim. You don't really experience the product until you make a claim.
I'll see if we can get some customers who've made a claim to submit a review.
Until then, we also rely on the lack of complaints about the claiming process. To be honest, we can do a lot better... and we're working on it.
I think you take a chance when you go with any insurer, frankly. A lot of reviewers are paid for their services, so it doesn't necessarily mean that all those positive reviews you see are for real. But most are. I agree that it would be helpful to view some negative feedback and claim reviews.
I’ve just had a claim approved by Travel with Jane. I was stuck in Bali for four extra days because of volcanic ash. They were very helpful while I was there and my claim was processed and proved in less than 10 days. I was impressed because it was over the Christmas holidays. The person dealing with my claim kept me updated and was fine with me emailing in extra stuff I’d forgotten.
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