Southern Cross Travel Insurance Questions

442 questions from our users
I would like to to Atv in Bali, is this covered? It's a tour nut motor sport.

Sparky asked on Jun 15, 2018

Answer this

Hi Sparky. Thank you for contacting us.

To provide you with accurate information regarding cover, please email our team on info@scti.com.au or call 1800 196 484. They will be more than happy to assist you with your inquiry.

Kind regards

Lusitania - SCTI

We are flying to Honolulu and then cruising back to Australia we would like to know whether we take the USA policy or a South Pacific. Regards Neville

Neville L asked on Jun 11, 2018

Answer this

Hi Neville. Thank you for the question.
Travel to Honolulu is covered under our ‘World’ plan. This provides cover for all overseas destinations.
Our policies all include cover for cruise travel, as a fare paying passenger on scheduled cruises.
If you have any further questions, please feel free to contact the team at info@scti.com.au.
Kind regards
Lusitania - SCTI

Hi Just want to know if something happens overseas and we need to call an ambulance and be taken to hospital, if we call Southern Cross Travel insurance at the time do they cover all medical costs? Or do we need to pay upfront first and then claim from our insurance policy? Please advise. Thanks

Margaret F asked on Jun 10, 2018

Answer this

Hi Margaret F. Thank you for your question.
Our TravelCare policy provides cover for medical expenses due to an unexpected event.
Minor medical claims which usually only require a visit to a GP are handled on a pay and claim basis. This means that you would need to pay for costs upfront and ask for a copy of all your consultant notes, as well as keeping the original receipts.
If hospital treatment or surgery becomes necessary, you or someone acting on your behalf must call the Southern Cross Emergency Assistance team on our 24/7 emergency assistance phone line +61 2 9191 1180. We will provide confirmation of payment for your claim, which means that you do not need to pay for the costs upfront, as we will arrange direct payment to the hospital.
If you would like to discuss any other aspect of your policy, feel free to contact us directly on info@scti.com.au.
Kind regards
Lusitania – SCTI

Does Southern Cross Travel Insurance cover you for Cruise?

Irene asked on May 31, 2018

Answer this

yes, I am sure it does, suggest you apply on line

Hi Irene. Thanks for your question. Yes our policies do cover cruises and there is cover available for unexpected medical expenses.
For more information, please see our policy wording which you can find here: https://www.scti.com.au/what-we-cover/policy-wording/ or please feel free to contact the team directly at info@scti.com.au.
Kind regards, Lusitania - SCTI

Hi With annual insurance. Does it cover you for different holidays e.g....bali one trip & later in the year maybe a cruise or does it only cover you for trips to the same destination.

Karen B asked on May 23, 2018

Answer this

Hi Karen,

Thank you for your question. Our annual trip travel insurance provides cover for an unlimited number of journeys overseas, each up to 90 days long, over a period of 12 months. You can find out more about our annual cover here: https://www.scti.com.au/our-policies/annual-trip-insurance/.

If you have any specific questions, you're welcome to give us a call: 1800 196 484.

Safe travels,

Katie - SCTI

Is it possible for an Australian citizen to take travel insurance policy with you while already traveled out of Australia? Rabab fatima

Ruby asked on May 17, 2018

Answer this

Hi Ruby,

Thanks for your question. Unfortunately, you won't be able to purchase our TravelCare policy if you have already left Australia. You can find more information on our eligibility criteria here: https://www.scti.com.au/our-policies/eligibility-criteria/

You're welcome to give us a call directly if you have any other questions: 1800 196 484

Thanks,

Katie - SCTI

Just question we are home safe now. We had cover with you. We were in Bali and my husband was very sick the night before we flew home. If he was sick the night after we could not of flown. Would we of been covered??

YR5 asked on May 12, 2018

Answer this

Hi YR5 , thanks for your question.

I’m sorry to hear your husband was very sick the night before you flew home, however it’s good to hear you are both home safe now.

The TravelCare policy provides cover for unexpected medical treatment while you're overseas, provided it meets the terms and conditions of the policy.

If you would like to speak directly with one of our team members regarding your policy and claim process, please feel free to contact us directly at info@scti.com.au, or call us, 1800 196 484 - Monday - Friday, 8:30am - 5pm AEST.

Regards

Lusitania - SCTI

Is volcano covered I'm going to Bali on the 11th of May.Also do you cover me as a passenger on a scooter

Jodes asked on May 08, 2018

Answer this

Hi Jodes. Thank you for your question.

Is Volcano covered I’m going to Bali on the 11th of May - We offer the TravelCare policy which provides cover for unexpected events only.
Please be aware, we are currently no providing cover for the Mt Agung eruption as this is an ongoing event.
Due to the nature of this event, we are unable to provide a specific date for when cover will resume. 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.co.nz/travel-advice/mount-agung-bali/

It is important to remember that there is still cover for other unexpected events which may occur on your journey which are not related to this event, in accordance with the policy.

Do you cover me as a passenger on a scooter - There is provision to cover riding a scooter as a passenger under the policy. However, it is important that you are aware of the following General Exclusions:
General Exclusions of this Policy Applying to All Sections
We will not pay for any claims under any section of this Policy arising directly or indirectly from:
25. Riding a moped or motorcycle (whether as driver or passenger) in any of the following circumstances:
(a) where the engine capacity is more than 200cc; or
(b) without a helmet; or
(c) without a valid driver’s licence as required in the country You are in.
26. Participation in, or training for, the following activities at any time during Your Period of Insurance:
(d) racing, including against time, of any sort (other than solely on foot);

These and a full list of General Exclusions can be found on page 10 of the policy wording.
This means that there would be no provision for cover for anything directly or indirectly related to riding a motorcycle or moped with an engine capacity of more than 200cc, riding a motorcycle or moped of 200cc or less without a helmet, or riding a motorcycle or moped without a valid driver’s licence as required in the country you are in.
If you are unsure what the driver’s licence requirements are in the country you are visiting, you may wish to refer to the country’s tourism website, the rental company or check with your travel agent who may be able to advise you further.

If you were riding a motorcycle or moped of 200cc or less, with a helmet, and the correct licence, and were injured due to an unexpected event, there would be provision under the policy for any medical costs incurred for injuries to yourself, unless otherwise excluded under the policy.

Have a great time in Bali!
Kind regards, Lusitania - SCTI

Hi. Just back from Bali on 14th May 18. Had a transport driver who lives a few k's from Mt Agung Volcano and said its done nothing since before Christmas. Hardly any smoke. In fact he said its been acting as always for the past decades he's lived there. Nothing like local knowledge !!
Insurance companies, as always are always using any "out" they can get and Mt Agung is just another one. They'll drag it out as long as they can because they are not held to account. You may have noticed no premium reduction despite reduced coverage !!
Its way past time the next "banking inquiry" moves on to an "insurance inquiry".
A strong suggestion is complain to Fair Trading because its blatantly unfair !!

With the bombing in Syria I am concerned about flight cancelations with KLM (Etihad) ; would your travel insurance cover the cost of the flight & hotels & hire car already paid for? We are flying from Australia to Netherland and UK in the next couple of days.

Stef asked on Apr 15, 2018

Answer this

Hi Stef. Thank you for contacting us.

To provide you with accurate information regarding cover, please email our team on info@scti.com.au or call 1800 196 484. They will be more than happy to assist you with your inquiry.

I hope you have a fantastic time overseas.

regards, Lusitania - SCTI

Hi there, I'm traveling to Bali and islands around bali from 10-18 April. Just checking if you resume your cover for volcanic eruptions in Bali yet? Any suggestions what policy suits my travel. Regards NIPON

Nipon W asked on Apr 04, 2018

Answer this

Hi Nipon W. Thank you for your question.

We offer the TravelCare policy which provides cover for unexpected events only.

Please be aware, we are currently not providing cover for the Mt Agung eruption as this is an ongoing event.

Due to the nature of this event, we are unable to provide a specific date for when cover will resume. 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.co.nz/travel-advice/mount-agung-bali/

It is important to remember that there is still cover for other unexpected events which may occur on your journey which are not related to this event, in accordance with the policy.

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

Kind regards, Lusitania - SCTI

Hello, I am currently in London. I booked a Raileurope train from London to Paris on 7th April. It has been cancelled due to the rail strike. I have already booked non-refundable accommodation in Paris for 7th April, so I need to arrive there that night. Raileurope will refund me my ticket. However, I will be booking a new flight that is much more expensive. Does my insurance cover the excess amount I need to pay to travel to Paris (as it was a result of a unexpected event)?

Siv asked on Apr 04, 2018

Answer this

Hi Siv. Thank you for contacting us.

We are really sorry to hear your travel plans have been disrupted.
To provide you with accurate information regarding cover under your policy, please email our team on info@scti.com.au, or 1800 196 484 with your full name and policy number.
They will be more than happy to assist you with your inquiry and advise you of our claim process.

Kind regards, Lusitania - SCTI

How much to Bali 2adults 18/4 till 4/5 thank U Lorraine email is [email removed]

Lorraine thomas asked on Apr 02, 2018

Answer this

Hi Lorraine. Thanks for your question.

The quote the team here will be able to give you is what is displayed online, so It would be best to visit our website www.scti.com.au and generate a quote there. You can purchase a travel insurance policy whenever you like, however we do recommend customers to purchase a travel insurance policy when they pay for any flights or non-refundable deposits, so you are covered should anything unexpected happen before departing Australia.

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

Kind regards, Lusitania - SCTI

Hi, I will be travelling to Europe and will need a Schengen Visa based on my citizenship. I have booked & paid the flights, accommodations,etc. In the event that my Schengen visa will be declined before the trip, will the cost of my prepaid trip & flights be covered by Travelcare? Thanks a lot!

Krystal L asked on Mar 28, 2018

Answer this

Sorry not able advise , you may check with insurance company before take up the policy, finger crossed

Hi Krystal, Thanks for your question.

Unfortunately there would be no cover under the TravelCare policy for the cancellation of flights and accommodations if you weren't able to organise a visa in time. There is an exclusion under Section 2 of the policy, Changes to your Journey, that applies in this situation. https://www.scti.com.au/our-products/travelcare/policy-wording-benefits/

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

Kind regards, Lusitania - SCTI

Is there an option to elect to have a nil excess as with other travel companies?

anne asked on Mar 28, 2018

Answer this

Hi Anne. Thanks for your question and please accept my apologies for the delay in responding to your question.

It is not possible to buy out or reduce the excess on your insurance policy.
The following sections of the policy have an excess of $100:
- Changes to Your Journey
- Baggage & Personal Items
- Cash & Travel Documents

The following sections of the policy have no excess:
- Medical & Evacuation
- Personal Accident
- Personal Liability
- Rental Vehicle Excess

If you would like to discuss this further with a member of the team, you're welcome to contact us directly at info@scti.com.au.

Kind regards, Lusitania - SCTI

What is a telephone number I can contact you? please

Judith asked on Mar 26, 2018

Answer this

Hi Judith. Thanks for contacting us.

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).
Kind regards, Lusitania - SCTI

I am in the process of booking a 4 week, PREPAID, $45,000 European cruise and tour. Do you offer cover against the provider becoming insolvent and unable to deliver the service and / or a refund?

Gulliver999 asked on Mar 19, 2018

Answer this

Hi Gulliver999. Thanks for your question.

Please accept my apology for the delay in our response.

The TravelCare policy is designed to cover unexpected events affecting your overseas travel.

Please refer to the Losses We Do Not Cover Under Section 2 ‘Changes To Your Journey’ which is relevant to your inquiry;
We will not pay for any claims, costs or losses directly or indirectly arising from, related to or associated with:
(h) The error, default or Financial Collapse of any service provider.

This means, there is no cover under ‘Changes To Your Journey’ for costs or losses that result from the provider becoming insolvent and unable to deliver the service/refund.

You can find this information on page 12 of the TravelCare policy wording.

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

Kind regards

Lusitania - SCTI

Do you cover high altitude recovery 5,900 metre trek?

Ada asked on Mar 16, 2018

Answer this

Don't know sorry you can contact SCTI direct

Hi Ada. Thanks for your question.

There are no restrictions under the TravelCare policy specifically relating to trekking to altitude.
However, it is important to be aware that if you are trekking in a Remote Area, which is considered to be a place with limited or no medical or telecommunications facilities, you would not be covered unless you are undertaking this activity as part of a licenced, organised tour. There is also no cover in relation to mountaineering or climbing which requires the use of ropes.

There may be further terms and conditions that could apply to your circumstances, so it may be best to contact the team diretly, and let us know what your travel plans are, where you're travelling to, and they will be able to provide you with further information on whether you would be covered or not. The email address to contact the team is info@scti.com.au.

Kind regards

Lusitania - SCTI

I don't have any Austraila's account now and When I finish my travel, I wouldn't come back to Australia. I will go to my country. So is it possible to insure? If I get hurt, can I receive insurance to my friend's Austraila account? Or how can i receive insurance?? Please reply,Thanks :)

하나 asked on Mar 13, 2018

Answer this

Hi 하나. Thanks for your question.

Our TravelCare policy provides cover for your international journeys from the time you depart Australia until you arrive back in Australia.
Based on the information you have provided, you would not meet the eligibility critieria for our TravelCare policy.

If you would like to clarify this, please feel free to contact us at info@scti.com.au

Kind regards

Lusitania - SCTI

Hi, could you please provide a few example scenarios that demonstrate what "$100 excess per Unexpected Event" actually means? I can't find any examples on your website or in the PDS. The information and definitions provided are unclear, and so I believe some real-life examples would clear up any confusion. Thank you.

angiec123 asked on Mar 12, 2018

Answer this

Hi angiec123. Thanks for your question.

The $100 excess per unexpected event means that each separate unexpected event which may fall under Sections 2, 3 and 4 will incur a $100 excess.

For example:

Scenario 1: Josie is currently in England and is flying to Germany, she has a connecting flight in Netherlands but due to an unexpected event her flight in England has been delayed and she will miss her connecting flight (event 1). When she finally gets to Germany and has been there for a few days, she’s walking to the park and has her phone in her hand when someone accidentally bumps into her and her phone falls on the ground which cause the screen to crack (event 2).

There has been two unexpected events, one under Section 2: Changes to Your Journey and Section 3: Baggage & Personal Items. Therefore, upon submitting a claim there will be an excess of $100 per each unexpected event.

A $100 excess for event 1 and another $100 excess for event 2.

Scenario 2: Kevin is travelling in Spain and whilst he is getting out of a taxi his phone falls out of his pocket and is damaged upon hitting the side walk (event 1). Two days later as he is out for dinner and whilst he is walking home he can’t find his wallet, it appears to have been stolen or he’s lost it (event 2).

There have been two separate events under Section 3, so an excess of $100 will apply per each unexpected event.

Scenario 3: Whilst in Hawaii Linda is heading to the library with her laptop bag that holds her laptop, iPad and phone. As she is walking up the stairs toward the library she trips, her bag goes flying and as she tries to catch it, it hits the ground with a bang. When she opens her bag her iPad screen is cracked, her phone is also damaged and she cannot turn her laptop on.

This would be consider one event, so only one $100 excess amount will apply to have all her items fixed.

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

kind regards

Lusitania - SCTI

Hi Am looking for travel insurance for Bali in the event of disruptions caused by a volcano. Could you please advise which cover I would require? Thank you

Nes asked on Mar 06, 2018

Answer this

I would suggest that you talk to the wonderful people at Souther Cross Travel, they will have all your answers

Hi Nes,

Thank you for your question, and please accept my apology for the delay in our response.

We offer the TravelCare policy which provides cover for unexpected events only.

Please be aware, we are currently not providing cover for the Mt Agung eruption as this is an ongoing event.

Due to the nature of this event, we are unable to provide a specific date for when cover will resume. 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/

There is still provision to cover for events not relating to the Mt Agung eruption.

I hope that helps. If you do have any further questions, please feel free to email us directly at: info@scti.com.au.

kind regards

Lusitania - SCTI

1 of 23 pages