Southern Cross Travel Insurance Questions

403 questions from our users
Hello, I'm going to have a cruise to New Caledonia and Vanuatu. Does your New Caledonia area insurance include Vanuatu (Vila)?

alexeyp asked on Nov 10, 2017

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Hi Alexeyp, thanks for your question.

When purchasing our insurance you are required to enter all the destinations that you will be travelling to. Please feel free to go to our website: https://www.scti.com.au/ and obtain a quote for your cruise.

If you have any further questions, please feel free to ask the team directly at info@scti.com.au.

I hope you have a lovely time when cruising to Vanuatu and New Caledonia!

Kind regards, Katrina.

Where do I find the medical disclosure form or whatever is used to confirm pre-existing conditions? I love the look of your product and used Southern Cross for health and travel insurance when living in NZ quite a number of years ago.

Kay B asked on Nov 09, 2017

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Hi Kay, thanks for your question.

All you need to do is go to our website: https://www.scti.com.au/.
Once you generate a quote, you'll need to enter your details. The following page will ask whether you have any pre-existing medical conditions that you'd like to have covered.
There's no obligation to purchase a policy once you've completed a medical assessment, so it gives you the opportunity to see whether you'd be happy with the cover and the costs involved that are able to offer you.

Great to hear that you are a previous Southern Cross NZ member!

Please do feel free to contact our team directly if you have any questions about the purchasing process, or regarding pre-existing medical conditions.

Kind regards, Katrina. Communications Manager.

If you think you have a pre existing medical condition , it’s bedt to talk to one of there consultants

Hi My friend and I are traveling to the USA next year. Do we need 2 x single policies or can we be both on the same policy?

Nicky M asked on Oct 30, 2017

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Hi Nicky, thanks for your question.

You can either purchase a policy each, or you can purchase a family policy to be insured together. The choice is yours.
If you do decide to be on the same insurance policy, there can only be two adults maximum per policy and you'll need to be travelling together on the same itinerary to be covered.

If you have further questions regarding the TravelCare policy, please feel free to contact us at info@scti.com.au.

I hope you both have a great time in the USA next year!

Kind regards, Katrina. Communications Manager

My daughter is traveling to canada to study for a term. The term time is covered by the university travel insurance. She is having short holidays before and after the term which the uni doesnt cover. Do i need to buy 2 single trip policies from you? There is no return journey in either period. The 1st period she leaves australia for Canada and the second period she flies to europe and returns to australia from there.Can you provide suitable policies for her?

belladonna99 asked on Oct 28, 2017

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Hi Belladonna99, thanks for your question.

It may be best to purchase one policy to cover your daughter for her entire time away. This means that she would have full cover for both portions of her leisure travel.

If you purchase two separate policies to cover the two different leisure holidays, there will be cover limitations. This situation is a little tricky to explain online, so it may be best to email us directly at info@scti.com.au or call the team on +1800 196 484 Monday to Friday, 8:30am - 5pm AEST/AEDT to see whether this option would be better suited to your daughters circumstances.

Kind regards, Katrina. Communications Manager

will we be covered if the MT Agung volcano erupts?

frank asked on Oct 09, 2017

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Hi Frank, thanks for your question.

We currently have information on our website about Mt Agung and what you're covered for. You can find this info here: https://www.scti.com.au/travel-advice/mt-agung-delays-and-cancellations/

If you have any further questions regarding this, it's best to contact our team directly at info@scti.com.au.

Kind regards, Katrina.

Hi I am going trekking in Nepal to do the Three passes trek in3 weeks. The highest altitude is approximately 5550 metres. I really need to be assured that if required I would be medically evacuated with a helicopter ? If there is no medical doctor available at the time I need to be evacuated, am I still eligible ? Would your company be contactable 24/7 from this area ? We will be trekking with a guide and some porters who will have a radio telephone, will I still be covered if I'm not trekking with one of the big companies ? Thanks Laura E

Laura E asked on Oct 08, 2017

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Hi Laura E, thanks for your questions.

It's probably best to contact us directly about this, as quite an in-depth answer is needed.
Please feel free to contact our team directly at info@scti.com.au or on 1800 196 484, (Monday to Friday 8.30 am to 5 pm).

Your trip sounds like it will be an amazing one! We hope you have a great time.

Kind regards, Katrina

Do you need to start your policy from the date you leave Australia or could it overlap another policy? I had intended to go overseas and have booked insurance with scti but now extended and had a credit to use with a different travel insurance policy. So is it ok to use another policy for one week then use yours for the next two weeks? Thank you

Relle asked on Oct 04, 2017

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Hi Relle, thanks for your question.

There are actually a few rules that apply to this situation, which make this question more complicated to answer for you here on Product Review.
It's probably best to email us directly at info@scti.com.au and the team will be able to give you a more thorough answer to help out.

Thanks very much.

Kind regards, Katrina.

Does your policy cover volcanos...for example Bali and not being able to travel?

Pamela Viall asked on Sep 29, 2017

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Hi Pamela, thanks for your question and apologies for the delay in my response.

We do have information available on our website regarding what is and isn't covered. You can find this info here: https://www.scti.com.au/travel-advice/mt-agung-delays-and-cancellations/

If you purchased your policy prior to Friday 22nd September, cover is provided for any unexpected changes to your travel plans.
If you'd like to clarify anything further, it would be best to contact us directly at info@scti.com.au.

Kind regards, Katrina.

Am I covered if I need to change or cancel my trip because my sons boss will not grant him leave. He has his own policy, as he is 19. We we're having a family holiday. If covered & we change dates & it is more expensive are we covered? How much notice do I have to change or cancel?

Martina asked on Sep 25, 2017

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Hi Martina, thanks for your question.

It sounds like this situation wouldn't be covered, as there is no provision under our policies for cancellation as the result of someone's work commitments.

Cover in relation to a Relevant Person only applies where an unexpected event results in that persons: death; or admission to a public or private hospital, or a hospital wing of a rest home, for inpatient care relating to non-elective treatment; or admission to end stage palliative care; or diagnosis of a terminal illness or condition, or a condition requiring radiotherapy or chemotherapy.

If your son also has policy with us, there would be no provision under his policy to claim for cancellation, as our policy does not provide cover for cancellations or changes to travel arrangements at the request or requirement of an employer, or work commitments.

It may be best if you give our team a call to discuss further on 1800 196 484, Monday - Friday, 7:30am - 4pm AEST.

Kind regards, Katrina.

Hello If someone falls sick and has to be hospitalized and we can only take them to the nearest hospital which is a private hospital will you cover that, as your policy says you will only cover treatment in Public hospital? We are traveling to a third world country so how would this work? Thanks

Ash J asked on Sep 24, 2017

Answer this

Hi Ash, thanks for your question.

We understand that in some circumstances a traveller may have no choice regarding the hospital they attend for immediate care in the event of an emergency. We realise that you may have no option but to seek treatment at a private facility initially.

If hospitalisation does occur we ask that you contact our Emergency Assistance team on our 24 hour / 7 day emergency number (+61 2 9191 1180) as soon as you are able too.

Our Emergency Assistance team will then be able to make a decision on a suitable treatment facility based on a number of factors, including your location and condition.
We will provide confirmation of payment for a qualifying claim for hospital admission, and that may include private hospital treatment if the Emergency Assistance team agree that this is the most suitable option in your circumstances.

I hope this helps answer your question, but please feel free to contact us directly at info@scti.com.au if you would like to clarify this further.

Kind regards, Katrina.

I have taken out SCTI for our trip to Bali. I have never been overseas before so it's all new to me. Now I'm concerned with this volcano news at Mt Agung. If our flights are delayed or cancelled do we get money back for our cancelled flights and our Bali accommodations? Any info is appreciated.

heyjude asked on Sep 23, 2017

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Hi HeyJude, thanks for your question.

We do have information regarding what is and isn't covered on our website regarding Mt Agung. You can find this info here: https://www.scti.com.au/travel-advice/mt-agung-delays-and-cancellations/

If you purchased your policy prior to Friday 22nd September, cover is provided for any unexpected changes to your travel plans.
If you'd like to clarify anything further, it would be best to contact us directly at info@scti.com.au.

Kind regards, Katrina.

Hi we are heading to Canada next June, do you cover mountain biking and zip lining?

Patrick W asked on Sep 20, 2017

Answer this

Hi Patrick,

Sounds like you have an exciting trip planned! We do cover both mountain biking and zip lining. There are a couple of things to be aware of when taking part in these activities:

1. We cannot cover you if you're taking part in a race
2. We cannot cover you if you're placing yourself in reckless circumstances, such as not wearing a helmet or not following the safety instructions given to you by an instructor

I hope that helps to answer your question. If you do need any more information, please feel free to get in touch with us directly: info@scti.com.au.

Have an amazing time in Canada!

Katie - Digital Media Manager

Does your policy include claims for costs related to Terrorism?

Catherine L asked on Sep 13, 2017

Answer this

Hi Catherine, thanks for your question.

The TravelCare policy provides cover for medical expenses incurred overseas as the result of an act of terrorism, up to a maximum of $100,000 per policy.

Please do be aware that there is no cover under any section of the policy for any events arising from travelling to a destination which has a travel warning level of ‘Do not travel’ or ‘Reconsider your need to travel’ published on the Australian Government Department of Foreign Affairs & Trade website.

Please also be aware that there is no provision for cover under Section 2 (Changes to Your Journey), Section 5 (Personal Accident) or Section 6 (Personal Liability) for any claims arising directly or indirectly from terrorism, or the perceived threat of terrorism.

if you'd like to clarify anything further, please feel free to contact the team directly at info@scti.com.au.

Kind regards, Katrina.

Hello, Do you have any refer a friend promotions or do you give any discounts of vouchers if I refer 5 of my friends to get your insurance?

Ash asked on Sep 08, 2017

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Hi Ash, thanks for your question.

No we don't have anything like that available at the moment, but we are constantly looking for new things to do, so if you sign up to our newsletter at: http://hello.scti.com.au/ you'll be advised of any promotions or discount codes etc., as well as receive smart travel advice articles that we write for our customers.

Kind regards, Katrina.

does this cover us for natural disaster?

Anna asked on Sep 06, 2017

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Hi Anna

Yes the TravelCare policy does cover natural disasters, as long as it is unexpected to you.
For example, cover would apply if you purchase a policy, and then a week or so later, an unexpected event such as a volcano erupted, which caused disruption to your pre-paid flights. Cover would not apply if a policy was purchased after the volcano had erupted, as this is not considered unexpected.

I hope that helps, however please feel free to contact us at info@scti.com.au if you have any further questions.

Kind regards, Katrina. Communications Manager

I'm currently living in Canada with southern cross travel insurance but wanting to go home (Australia) for a week in November when my insurance doesn't expire till next June. Will my insurance cance out or continue as normal when I re enter my home?

Madeline G asked on Aug 28, 2017

Answer this

Hi Madeline,

Thanks for your question.

If you have purchased a Single Journey policy, your cover will cease once you arrive in Australia, as the policy only provides cover for one round trip journey, (departing Australia to your overseas destination(s) and back again). This means your policy would no longer be valid for a return trip if you returned to Australia.

Please feel free to contact the team directly if you would like to discuss this further, please email us at info@scti.com.au.

Kind regards, Katrina. Communications Manager

If I take out my travel insurance with you and then prior to leaving on my holiday there is a upgrade warning to not travel to this location ...can I claim a full refund on what I have out laid re: flights, accommodation, tours etc I look forward to your response. Thanks

Rae asked on Aug 27, 2017

Answer this

Hi Rae,

Thanks for your question.

Provided that the ‘Do not Travel’ or ‘Reconsider your need to travel’ is issued after the purchase of your policy, and the travel warning directly affects your destination, and it does not relate to any exclusions contained in the policy wording, there is provision for reimbursement of your non-refundable prepaid arrangements, up to the limits shown in the Schedule of Benefits. An excess of $100 applies to this section of the policy.

If the ‘Do not travel’ or ‘Reconsider your need to travel’ warning is related to any exclusions of the policy, or to a ‘Loss We Do Not Cover Under Section 2’, there would be no provision for cover.

You can find our policy wording here: https://www.scti.com.au/our-products/travelcare/policy-wording-benefits/. And please feel free to contact us at info@scti.com.au if you'd like to clarify anything further.

Kind regards, Katrina. Communications Manager

Do you cover Travel Delay or Cancellation?

Lisa L asked on Aug 22, 2017

Answer this

Hi Lisa, thanks for your question.

Yes there is cover for Travel Delay or Cancellation. More can be found on our website here: https://www.scti.com.au/our-products/travelcare/cover-and-benefits/

Or feel free to check out our policy wording which can be found here: https://www.scti.com.au/our-products/travelcare/policy-wording-benefits/

If you would like to clarify anything further, please feel free to contact the team directly at info@scti.com.au.

Kind regards, Katrina. Communications Manager.+

My partner and i are moving to canada on a working visa and will be snowboarding regularly in the designated safety areas of the resort. Just wanted to know if you cover snowboarding on piste and in the terrain park? Many thanks, Stef

Stefanie M asked on Aug 06, 2017

Answer this

Hi Stefanie,

Apologies for the delay in replying, we were only made aware of your question over the weekend, 12/08. If you have any further questions, in future it may be quicker to contact the team directly at info@scti.com.au.

With regards to your question above, amateur recreational skiing and snowboarding is covered under our TravelCare policy provided this takes place inside a designated commercial ski area, including a terrain park, not ‘off piste’, and not in areas which have been closed for any reason.
Sporting equipment is not covered for damage which occurs whilst it is in use.

Please be aware that our TravelCare policy is designed to provide cover for leisure travel. There is no cover, under any section of the policy, for any claims arising directly or indirectly from work undertaken during your journey, other than work which takes place solely in an office environment with no manual work or manual activities.

Also, the maximum duration of a ‘Single Journey’ policy is one year, and it is not possible to purchase additional policies after your departure from Australia.

I hope this information helps you, you are welcome to also check out our travel article here: https://www.scti.com.au/travel-advice/skiing-and-snowboarding/

Kind regards, Katrina. Communications Manager.

Hi. My family and I are going on a cruise from Sydney to Fiji, New Caledonia & Vanuatu. Do you cover travel on cruise ships? Do you cover evacuation off a cruise ship, should a medical issue arise?

Alicia F asked on Aug 02, 2017

Answer this

Hi Alicia, thanks for your question.

Yes we cover cruises at no additional cost, you can create a quote at www.scti.com.au.
The TravelCare policy is a comprehensive one, as it covers all medical costs, (provided you meet the terms and conditions, for example, no cover for pre-existing conditions). This includes medical and evacuation cover when on cruises.

Please feel free to contact the team directly info@scti.com.au if you have any further questions.

Kind regards, Katrina. Communications Manager

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