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Travel Insurance Q&A

These questions and answers are included for the purpose to guide you. They do not form part of your insurance contract. You have to refer to your PDS and Certificate of Insurance.


How do I make a claim?

If you need emergency assistance, call our 24-hour emergency line immediately.

From overseas: +61 2 9333 3920

From within Australia: 02 9333 3920

You can ask for a reverse charges call if required. Have your policy number handy when you call, so we can help you as quickly as possible.

For all emergency and non-emergency claims, download the appropriate claim form and send it to us to process, along with any required supporting documents. If you need help filling out your claim form, call us on +61 2 9333 3919 and we’ll be happy to help.

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Does Real Travel Insurance cover medical expenses within Australia?

Real Travel Insurance policies are not permitted by law to cover medical costs incurred within Australia. If you become sick or injured while travelling in Australia, you’ll be entitled to cover for treatment under Medicare and/or your private health insurer.

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What happens if I get sick or injured overseas but don't feel it's an emergency?

If you need medical treatment as an outpatient while overseas and the costs are less than $1,000, keep all your medical receipts and reports from the treating doctors. You’ll need these to support your claim when you return home.

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What is the emergency phone number to call while I am travelling?

Our 24-hour emergency phone number is:

From overseas: +61 2 9333 3920

From within Australia: 02 9333 3920

You can ask for a reverse charges call if required. Have your policy number handy when you call, so we can help you as quickly as possible.

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Who do I contact if I get sick or injured while travelling overseas?

Real Travel Insurance has appointed MAPFRE Assistance to administer all emergency assistance services and claims. If you’re hospitalised, you or your travelling companion must contact MAPFRE Assistance as soon as possible on +61 2 9333 3920 (you can ask for a reverse charge call if required). MAPFRE Assistance will be available to take your call 24 hours a day, 365 days a year.

MAPFRE Assistance will help you get treated for medical problems; locate the nearest medical facility, embassy or consulate; arrange your return home if it’s medically necessary; and liaise with your loved ones and work colleagues as required in an emergency. If you don’t contact MAPFRE Assistance, we will not pay for any expenses, evacuation costs or airfares that have not been approved or arranged by us.

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Am I covered if I'm pregnant?

Subject to the exceptions listed below, many Real Travel Insurance benefits are still available to you if you’re pregnant. These include:

  1. Overseas emergency medical assistance
  2. Overseas emergency medical and hospital expenses (including any pregnancy-related expenses unless they are excluded, as described below)
  3. Cancellation fees and lost deposits
  4. Additional expenses (if you choose a Comprehensive or Annual Multi-Trip policy
  5. Hospital cash allowance (if you choose a Comprehensive or Annual Multi-Trip policy)

Please note that some pregnancy-related exclusions aren’t covered. We will not cover any claim:

  1. If you are undergoing fertility treatment, either now or before you start your trip
  2. If your trip extends past the 26th week of your pregnancy when you are expecting a single child
  3. If our trip extends past the 19th week of your pregnancy when you are expecting twins or multiple children
  4. For childbirth
  5. For regular antenatal care
  6. For care of a newborn child
  7. If you have experienced any pregnancy complications or other health complications that you have been advised may adversely affect the pregnancy.

See the Product Disclosure Statement for full details of the terms, conditions and exclusions before buying to decide if this product is right for you.

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Will my children be covered by my insurance?

Any dependants aged under 21 who don’t have a full-time job will be automatically insured if you name them on your insurance policy, as long as they travel with a parent, grandparent or guardian for 100% of the journey. And what’s even better — they get insured for free!

And if you upgrade your cover to include Winter Sports, they’ll be covered by this optional cover too.

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What happens if I develop a condition after I buy travel insurance but before I leave on my trip. Am I covered?

As long as you aren’t aware of any symptoms of the condition or are seeking treatment for the diagnosed condition before you buy a Real Travel Insurance policy, we can cover you for cancellation costs if you have to cancel the trip. Once you leave on your journey, we can’t cover you for this specific pre-existing medical condition.

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I have a pre-existing medical condition that isn’t automatically covered. Can I still get cover?

If you have a condition that doesn’t meet the policy requirements for automatic cover, Real Insurance is unable to cover that condition under any of our travel insurance policies. However, your insurance will still cover you for a range of other conditions, along with all the other standard policy benefits.

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Which pre-existing medical conditions are covered?

If your pre-existing medical condition isn’t listed below, it won’t be covered by Real Travel Insurance:

  1. Acne
  2. Allergies limited to Rhinitis, Chronic Sinusitis, Eczema, Food Intolerance and Hay Fever
  3. Asthma, providing that you:
    1. have no other lung disease; and
    2. are under the age of 60 on the date you buy the policy
  4. Bell's Palsy
  5. Benign Positional Vertigo
  6. Bunions
  7. Carpal Tunnel Syndrome
  8. Cataracts
  9. Coeliac Disease
  10. Congenital Blindness
  11. Congenital Deafness
  12. Diabetes Mellitus (Type 1)1, providing that you:
    1. were diagnosed over 12 months ago; and
    2. have no eye, kidney, nerve or vascular complications; and
    3. do not also suffer from a known Cardiovascular Disease, Hypertension, Hyperlipidaemia or Hypercholesterolaemia; and
    4. are under the age of 60 on the date you buy the policy
  13. *Diabetes Mellitus (Type 2)*, providing that you:
    1. were diagnosed over 12 months ago; and
    2. have no eye, kidney, nerve or vascular complications; and
    3. do not also suffer from a known Cardiovascular Disease, Hypertension, Hyperlipidaemia or Hypercholesterolaemia
  14. Dry Eye Syndrome
  15. Epilepsy, providing there has been no change to your medication regime in the past 12 months
  16. Folate Deficiency
  17. Gastric Reflux
  18. Goitre
  19. Glaucoma
  20. Graves' Disease
  21. Hiatus Hernia
  22. Hypercholesterolaemia (High Cholesterol)*, provided that you do not also suffer from a known Cardiovascular Disease and/or Diabetes
  23. Hyperlipidaemia (High Blood Lipids)*, provided that you do not also suffer from a known Cardiovascular Disease and/or Diabetes
  24. Hypertension (High Blood Pressure)*, provided that you do not also suffer from a known Cardiovascular Disease and/or Diabetes
  25. Hypothyroidism, including Hashimoto's Disease
  26. Impaired Glucose Tolerance
  27. Incontinence
  28. Insulin Resistance
  29. Iron Deficiency Anaemia
  30. Macular Degeneration
  31. Meniere's Disease
  32. Migraine
  33. Nocturnal Cramps
  34. Osteopaenia
  35. Osteoporosis
  36. Pernicious Anaemia
  37. Plantar Fasciitis
  38. Raynaud's Disease
  39. Sleep Apnoea
  40. Solar Keratosis
  41. Trigeminal Neuralgia
  42. Trigger Finger
  43. Vitamin B12 Deficiency
  1. Diabetes (Type I and Type II), Hypertension, Hypercholesterolaemia and Hyperlipidaemia are risk factors for Cardiovascular Disease. If you have a history of Cardiovascular Disease and it’s a pre-existing medical condition, cover is excluded for these conditions.
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What is a pre-existing medical condition?

A pre-existing medical condition means:

  1. An ongoing medical or dental condition that you’re aware of, or any related symptoms or complications you’re aware of.
  2. A medical or dental condition that is currently being, or has been, investigated or treated by a health professional (including a dentist or chiropractor) at any time before you buy the policy.
  3. Any condition you take prescribed medication for.
  4. Any condition you’ve had surgery for.
  5. Any condition you see a medical specialist for.

This definition applies to you, your travelling companions, a relative or any other person. We automatically cover 43 pre-existing medical conditions (see below), as long as you haven’t been hospitalised (including day surgery or attending an emergency department) for that condition in the past 24 months.

See the Product Disclosure Statement for full details of the terms, conditions and exclusions before you buy Real Travel Insurance, so you can be sure it’s right for you.

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What is an excess?

This is the amount you must pay towards the cost of a claim you make under the policy. An excess of $100 applies to a number of sections in your policy. When you first buy a Real Travel Insurance policy you can choose to pay a small extra amount upfront, which means you won’t need to pay an excess if you have to make a claim.

Please see the Product Disclosure Statement for more information.

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How do I extend my policy?

There are different rules for extending your policy depending whether it is a Basic, Comprehensive or Annual Multi-Trip policy.

To extend your Basic or Comprehensive policy, simply contact us at least two days before your policy is due to expire. You can phone us on 13 19 48 Monday to Friday between 8am and 7pm EST or on Saturday between 9am and 5pm EST. Your policy can only be extended once, up to a maximum combined duration of 12 months.

There are certain instances where a policy cannot be extended:

  1. If you suffer from a pre-existing medical condition, unless it is one of the automatically covered conditions listed in the Product Disclosure Statement and you have not been hospitalised (including day surgery or emergency department attendance) for that condition in the past 24 months.
  2. For conditions suffered during the term of the original policy.
  3. If you have not advised us of any circumstances that have led or may lead to a claim under your original policy.
  4. If you are aged 71 years or over from the date you wish to extend a Basic or Comprehensive policy.
  5. You cannot extend an Annual Multi-Trip policy, but if you are already travelling on the date the policy expires, the policy will automatically extend for up to 7 days or until you return home from your current journey. Of course, you can generally purchase a new Annual Multi-Trip policy to be covered for the next 12 months.
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When do I receive my policy documents?

As soon as you buy a Real Travel Insurance policy, we’ll email your policy documents to you. This means you can buy a policy right up until the minute you leave for your trip. It’s a good idea to print out your policy documents and carry them with you when you travel, and also leave the policy documents in your email inbox so you can access them if you need to. If you prefer, you can ask us to post the policy documents, free of charge to you.

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What happens if I change my mind and want to cancel the policy?

All Real Travel Insurance policies come with a 14-day cooling off period, which starts from the day you buy your policy. If you decide to cancel your policy during that time, we’ll give you a full refund — as long as you haven’t started your journey and haven’t yet made any claims or exercised any other rights under the policy.

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Why do I need travel insurance?

Travel insurance helps protect you against unexpected expenses when you travel, from things like theft, accidents or medical problems. To find out more about the benefits of travel insurance, visit the Department of Foreign Affairs and Trade’s Smartraveller website.

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Can I adapt my cover if I have special requirements?

Real Travel Insurance is all about building your own travel insurance plan that’s right for your needs. Our Basic, Comprehensive and Annual Multi-Trip options give you a world of choice, whether you’re on a tight budget, you’re looking for total protection or you’re a frequent traveller. And we’ve made it even more flexible, with options like $0 excess, winter sports cover and extra cover available for valuable items.

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What does travel insurance cover?

All Real Travel Insurance options offer 24-hour worldwide emergency assistance, and free insurance for dependants up to 21 travelling with parents, grandparents or guardian. With any Real Travel Insurance policy, you’re also covered for overseas medical treatment, lost or stolen belongings, trip cancellation costs and personal liability if you injure someone or damage property.

By choosing Real’s Comprehensive or Annual Multi-Trip policies, you’re also insured for things like travel delays and extra accommodation costs, accidental death, disability or loss of income from an injury. You can also include additional cover in case your rental car is damaged or stolen.

Be sure to read through the terms, conditions and exclusions outlined in the Product Disclosure Statement to see which policy is best for you.

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Who can get insured?

Real Travel Insurance is only available to Australian residents, and you need to buy your travel insurance before you travel. Age restrictions also apply — our Basic and Comprehensive policies are available for travellers up to 79 years of age. Our Annual Multi-Trip policy is available for travellers up to 75 years of age.

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How do I take out a Real Travel Insurance policy?

You can get a quote and buy Real Travel Insurance online now. Otherwise, call us on 13 19 48 and one of our insurance specialists will be happy to help you.

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