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Take a look at the below frequently asked questions for additional information on NAB Travel Insurance. If you have any other questions, please call us on 13 29 28 from 8am - 9pm EST, Monday to Friday. We'll be happy to help.
How do I work out which international 'region' to select under Comprehensive Cover?
Do I have to pay an excess if I make a claim under my policy?
Is NAB Travel Insurance available to people over the age of 76?
What happens after I fill out the online application and give you my payment details?
Am I covered if I work overseas?
If I return home earlier than planned, can I get a partial refund on my insurance?
I am currently overseas and have no insurance – can I still take out your policy?
What happens if I get sick whilst overseas?
Do you cover my luggage?
How do I ascertain whether I have a ‘pre-existing medical condition'?
What if I have an emergency whilst travelling?
Why does NAB Travel Insurance not cover medical expenses within Australia?
What kind of documentation is required to process my claim?
How am I assured of a fair decision when I make a claim?
How do I work out which international 'region' to select under Comprehensive Cover?
The regions are rated in order of price from highest to lowest: Worldwide, Europe, Asia and Pacific. If you are travelling to the USA, Canada, Africa, South America or the Middle East, select Worldwide. Note that when you buy a policy for a specific region, you are automatically covered for the lesser destinations. For example, with a worldwide policy you are covered for anywhere else in the World. Similarly with a Europe policy you are also covered for Asia & the Pacific.
Do I have to pay an excess if I make a claim under my policy?
NAB Travel Insurance policies have a nil excess unless specified by written endorsement.
Is NAB Travel Insurance available to people over the age of 76?
Yes - International cover & Domestic cover is automatically available to travellers under the age of 86. However no cover is available for travellers aged 76 years and over for Annual cover. Age limits apply to the date of the policy issue, not the date of the journey commencement.
What happens after I fill out the online application and give you my payment details?
If you pay online by credit card, you will receive an immediate confirmation and Certificate of Insurance confirming that you have cover for your selected travel region and dates.
Am I covered if I work overseas?
NAB Travel Insurance is designed for the leisure traveller, and typically does not cover events linked to employment overseas.
If I return home earlier than planned, can I get a partial refund on my insurance?
You will not receive a refund if you cancel your policy after the first 14 days under the cooling off period.
I am currently overseas and have no insurance – can I still take out your policy?
No - NAB Travel Insurance policies are all designed to be taken before you commence your journey from Australia and cover you from when you leave your home until you get back to Australia.
What happens if I get sick whilst overseas?
NAB Travel Insurance policies entitle you to medical assistance and cover for the costs of treatment.
When you buy a NAB Travel Insurance policy, you're provided with a policy number and an assistance number that you can phone free of charge from anywhere around the world, 24 hours a day, 7 days a week, 365 days a year. Contact Mondial Assistance immediately if you have a medical problem whilst overseas. The emergency assistance phone numbers are listed on your Certificate of Insurance.
You are free to choose your own medical advisor or we can appoint an approved medical advisor to see you, unless you are treated under a Reciprocal HealthCare Agreement.
Do you cover my luggage?
Your luggage is covered under your NAB Travel Insurance policy but your claim may be refused if you do not take all reasonable precautions to protect your luggage. This means ensuring that you do not leave it unsupervised and taking all necessary steps to avoid any loss or damage.
How do I ascertain whether I have a ‘pre-existing medical condition'?
A full definition of 'pre-existing medical condition' can be found in the Product Disclosure Statement on page 11.
What if I have an an emergency whilst travelling?
Phone the assistance line and the team will be able to help you to deal with your emergency. These numbers appear on your Certificate of Insurance.
Why does NAB Travel Insurance policies not cover medical expenses within Australia?
NAB Travel Insurance policies do not cover medical costs incurred within Australia because under law you are already entitled to treatment under your existing public or private healthcare entitlement.
What kind of documentation is required to process my claim?
You may be asked to send through original documents such as reports or receipts. Typically, these documents are requirements and the claim will not be actioned without the relevant supporting documentation. Each type of insurance claim that you can make may have a different document required (for example medical report, invoice, receipt, police report). You will always be advised of any document required to action your claim.
How am I assured of a fair decision when I make a claim?
The purpose of the General Insurance Code of Practice is to raise the standard of practice and service in the general insurance industry. If your claim is refused, you may refer the complaint to the enquiries and complaints manager to review the decision through the internal dispute resolution process. If this does not resolve the matter, you may contact the industry's independent external complaints scheme, the Insurance Ombudsman Service.
Important Information
NAB Travel Insurance is issued by Allianz Australia Insurance Limited, ABN 15 000 122 850, AFSL 234708 (Allianz) of 2 Market Street, Sydney, NSW 2000. Allianz has appointed ETI Australia Pty Ltd trading as Mondial Assistance ABN 52 097 227 177, AFSL 245631 of 74 High Street, Toowong, QLD 4066 to arrange and manage this insurance and administer all emergency assistance services and benefits of this insurance. National Australia Bank Limited ABN 12 004 044 937, AFSL 230686 (NAB) refer this product as agent for Allianz for which it receives a commission.
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