Frequently Asked Questions

Frequently Asked Questions

  1. Group Policies

    1. Travel Alert: Coronavirus update for policies purchased on or after 1 May 2020 Q:

      A:

      Published on 30 April 2020

      For all policies issued on or after Saturday 01 May 2020:
      On the 7th of January 2020, Chinese authorities confirmed that they had identified a new virus originating out of Wuhan in the Hubei Province. The new virus is a coronavirus which is a family of viruses that include the common cold and viruses such as SARS (Severe Acute Respiratory Syndrome) and MERS (Middle East Respiratory Syndrome).  The World Health Organisation has identified the Caronavirus a public health emergency.  
      Effective the 18th of March 2020 the Australian Government advised all Australians not to travel overseas until further notice. The Australian Government also recommends that Australians overseas return to Australia as soon as possible by commercial means.

      Overseas Medical Expenses 
      There is no cover for Overseas Medical Expenses claims related to the Caronavirus or any derivative or mutation of such viruses if you purchased your policy or travel bookings on or after the 18th of March 2020 as this is the date the Australian Government issued a nationwide advice not to travel. 

      For Cancellation and other sections of the policy 
      There is no cover for claims related to the Caronavirus or any derivative or mutation of such viruses (or arising directly or indirectly from these) as it relates to Pre-Trip Cancellation or Curtailment, Travel Delay and/or Hospital Cash.

      If you decide to change your travel plans, we suggest you talk with your travel agent or transport provider as soon as possible to minimise your out of pocket expenses.  

      Claims Information 
      In the event of a claim covered by your policy, you must do everything you can to minimise and reduce the cost of the claim (including seeking compensation from any travel service providers), and provide all supporting documentation of the event and expenses incurred. 

      No two claims are the same and accordingly, claims are assessed on a case-by-case basis. The advice provided herein is of a general nature. Claims are assessed on their individual merits and are subject to the terms and conditions of the policy wording. 
       

    2. Travel Alert: Coronavirus update as at 18 March 2020 Q:

      A:

      GO SAFE UPDATE IN RELATION TO THE CORONAVIRUS OUTBREAK AS AT 18 MARCH 2020

      With the health, safety and wellbeing of students and staff in mind, the Australian State Schools have announced bans on international travel. These current travel bans are outlined below:

      • Queensland State Schools on 10 March 2020 (12h52 AEST) for all international travel except New Zealand
      • Queensland State Schools on 15 March 2020 for all international travel including New Zealand
      • New South Wales State Schools on 1 March 2020 for all international travel
      • Victoria State Schools on 10 March 2020 for all international travel except New Zealand and Canada
      • Victoria State Schools on 15 March 2020 for all international travel including New Zealand
      • Victoria State Schools on 17 March 2020 for all domestic excursions
      • Western Australia State Schools on 3 March 2020 for all international travel excluding United States of America, New Zealand and Canada
      • Western Australia State Schools on 9 March 2020 for all international travel including United States of America and Canada

      Effective the 18th of March 2020 the Australian Government advised all Australians not to travel overseas until further notice, issuing a Level 4 “Do Not Travel” warning. The Australian Government also recommends that Australians overseas return to Australia as soon as possible by commercial means. 

      How this impacts your cover:

      Section 1 - Cancellation fees, lost deposits and curtailment in part provides as follows:

      You are covered up to the amount shown in the Schedule of Cover in the event your trip is necessarily and unavoidably cancelled prior to departure or curtailed (cut short) before completion because of any of the following events first occurring during the period of insurance:

      h. a Government regulation following an epidemic or natural disaster that stops you from travelling.

      [Note: please see the current travel ban listing for the relevant effective dates, effective times and countries as announced by the State Schools and subsequent nationwide directive issued by the Australian Government on the 18th of March 2020.]

      i. a Level 4 warning (“do not travel”) issued by the Australian government on the www.smartraveller.gov.au website advising against travel to or through a country which forms a major part of your itinerary or prevention of access by the Government of the country in question. Such advice against travel must be issued after you booked your trip or purchased your policy from us, whichever is the latter and still be in place 14 days prior to your scheduled travel to the country for this section to respond.

      If you wish to cancel your travel plans, please contact your travel service provider, airlines, accommodation providers and tour companies, who may provide refunds, credit notes or alter your bookings without charging additional fees.

      You must take all reasonable steps to limit or reduce your out of pocket expenses and we encourage you to speak with your travel agent/provider in this regard. 

      If you purchased your policy prior to the above-mentioned Australian State School travel bans or the above mentioned Level 4 Do Not Travel warnings being effected, and wish to delay or cancel a trip within 8 weeks of the commencement of the journey, we ask that you take the following steps:

      1. You must take all reasonable steps to limit or reduce your out of pocket expenses and we encourage you to speak with your travel agent/airline, accommodation providers and tour companies to reduce your out of pocket expenses. This includes investigating potential alternative travel arrangements.

      2. After taking these steps we encourage our customers to submit a claim form along with any supporting documentation.

      Important Note:

      Where a policy has been purchased after the above-mentioned travel bans issued by the Australian State Schools or after a Level 4 “do not travel” warning has been issued by the Australian Government, including the nationwide directive not to travel issued on 18th of March 2020, cover will no longer be available as a result of:

      h. a Government regulation following an epidemic or natural disaster that stops you from travelling.

      i. a Level 4 warning (“do not travel”) issued by the Australian government on the www.smarttraveller.gov.au website advising against travel to or through a country which forms a major part of your itinerary or prevention of access by the Government of the country in question…

      Section 2 - Overseas Medical Expenses 
      If you are overseas and need medical assistance, please call World Travel Protection, our 24 hour emergency assistance team immediately on +61 (0) 2 8907 5953 or by email at assist@worldtravelprotection.com.au

      If you purchase your policy on or after 18 March 2020 there is no cover for Overseas Medical Expenses due to the Coronavirus, or whenever travelling to a place listed as “Do Not Travel” by the Australian Government.

      Claims Information
      In the event of a claim covered by your policy, you must do everything you can to minimise and reduce the cost of the claim (including seeking compensation from any travel service providers), and provide all supporting documentation of the event and expenses incurred.

      General Note

      No two claims are the same and accordingly, claims are assessed on a case-by-case basis. The advice provided herein is of a general nature. Claims are assessed on their individual merits and are subject to the terms and conditions of the policy wording.

      To lodge a claim

      Please find attached a copy of your product disclosure statement to help you understand the cover and what you need to do. Please refer to page 11 of the PDS and the section ‘How to make a claim’.

      Travel Insurers cannot advise whether a claim is valid or not until a completed claim form is submitted with all supporting documentation. To complete the online claim form, please click here.

      Please note that any further questions regarding your claim should be directed to the claims managers ‘Gallagher Bassett’ via email at travel@gbtpa.com.au or you can call them on +61 7 3005 1613 during normal business hours (QLD time).

       

    3. Tour organiser/ Teacher Info Q:

      A:

      We have produced an easy to follow, step-by-step helpsheet for tour organisers to make the process of getting a quote and taking out a policy as simple as possible. To view please click here.

      The process is simple.

      1. There are no forms for parents to complete.
      2. The Group Organiser can do all online.
      3. If parents / guardians require information on the cover provided, simply point them to https://quote.gosafeinsurance.com.au/pds/

      The following tells you what to do:

      1. Select the area that you are travelling to and the dates that you leave and return home.
      2. Then enter the number of travellers. 
        1. The maximum number of travellers we can insure on a single policy is 50. If you have more than this, obtain more than one quote, always ensuring that there is an adult on each policy. This ensures that you get the student discount. If you want an indicative quote, select 1 adult . Students will be half this price if there is an adult on the policy.
      3. The premium shown is the standard price without extras. Click select and you will be asked if you want to delete the excess.
        1. Excess -There is an option to delete the excess. The excess is the first part of a claim which is paid by the insured. If you select this option, all persons on the policy will need to take it.
      4. You can save your quote and retrieve it later by clicking on the "Save" button.
      5. If you continue, you will  be asked to enter your email address & to create an account.
      6. Then enter the first & last name of each insured . 
        1. We would suggest that you prepare before hand a Microsoft Excel table with 2 columns: the first and last names of  everyone in your group. This is much quicker than entering details individually. You then simply tick the box beside those who are adults.
      7. Request an invoice to be emailed to you.
      8. Confirm how you want to pay.
        1. Credit card or
        2. Bank Transfer / One School
          1. If payment by Credit Card
            1. Certificate and 24/7 emergency card emailed Credit Card immediately. You are all covered.
          2. If by Bank Transfer
            1. All details are saved and cover is in place when payment has cleared. Certificate and 24/7 emergency card emailed within 3 business days.
      9. Register with DFAT
        1. At the end of the process you will be asked to register your group details with DFAT. This is a requirement of the Department.
      10. Pre-existing Medical Conditions:
        1. If a student has a pre-existing medical condition (PEMC), it is the parent’s responsibility to read through the PEMC page on the website (www.gosafeinsurance.com.au/page/group-medical-conditions/ ) to determine if cover is available.
      11. GST:
        1. Overseas Travel Insurance does not have GST. 

       

    4. Travel Advice Q:

      A:

      The Australian Government (DFAT) provides travellers with the facility to subscribe to their country advice updates.

      We recommend that all travellers subscribe for the countries that they are travelling to.

      Be the first to know official government advice when travelling. This is a free email service to provide you with the latest updates to DFAT's travel advice. You can subscribe to one or more countries or to their official bulletins for information about topics such as voting in Australian elections, large sporting events, or widespread health or security issues. 

      To create an account - click here

      Already got an account? - click here

    5. Why should I use this arrangement? Q:

      A:

      The Department of Education and Training recently conducted a rigorous tender process to select a preferred supplier which meets the department’s strict criteria to ensure customers are receiving a value for money product/service for the level of insurance cover required.  The terms and conditions of the arrangement are written to protect the department and its business units.

      Use of the SOA for all school study tours and DET-funded business travel has been mandated due to the need to ensure that the appropriate levels of insurance are obtained. Purchase of travel insurance through the SOA will ensure that all travellers receive the same level of cover and emergency assistance, which includes the evacuation of insured persons to the nearest safe and acceptable location in an emergency situation.

       

    6. Is this arrangement mandatory? Q:

      A:

      Use of the SOA for all school study tours and DET-funded business travel has been mandated due to the need to ensure that the appropriate levels of insurance are obtained. Purchase of travel insurance through the SOA will ensure that all travellers receive the same level of cover and emergency assistance, which includes the evacuation of insured persons to the nearest safe and acceptable location in an emergency situation.

      Use of the SOA DET 78492 is mandatory for:

      • DET staff and contractors travelling on DET-funded business;
      • Students engaging in international exchange programmes (outgoing);
      • Students, Teachers, Parents and other Adults travelling on School Study Tours.
    7. What are your policy terms and conditions? Q:

      A:

      We recommend that you read carefully through our Product Disclosure Statement before buying your policy, as it informs you of what you are and are not covered for. It will also tell you what to do in the event of a medical emergency and how to make a claim.

    8. Who can buy this insurance? Q:

      A:

      Our travel insurance is available for Students, Teachers, Parents and other Adults travelling on School Study Tours (Study tours incorporates sports trips / orchestra / choir / tours to Japan / ski trips etc).

      The arrangement may also be offered to:

      Queensland School Parents’ Associations (Queensland state and non-state sector)

      Queensland non-State Schools (Catholic and Private)

      This insurance is available for people aged 65 or under at the time of buying the policy.

    9. How do I get a quote? Q:

      A:

      Simply click here and enter your travel details and how many are travelling

    10. Can I obtain a quote on behalf of another traveller? Q:

      A:

      Quotes can be obtained by the Authorised Representative for all members of the travelling party, including persons under 18 years of age.

      Please Note:  It is the responsibility of the Eligible Customer to ensure that where an Authorised Representative enters into a policy on behalf of another person, including persons under 18 years of age, that the permission and authorisation to do so has been sought and obtained from the legal guardian of that person.

    11. What am I covered for? Q:

      A:

      You can see a summary of cover by clicking here or you can click on this link Product Disclosure Statement for the full policy terms and conditions.

    12. How do I increase my Accidental Death Cover? Q:

      A:

      If you are 18 or over, and an income earner, there is an Accidental Death benefit of $75,000. This amount is increased to $100,000 for non income earners. This can be increased to $200,000 in total. Please email us as at travel@gosafetravelinsurance.com.au for more details.

    13. Who are the travel insurance insurers? Q:

      A:

      Your policy is insured by Berkshire Hathaway Specialty Insurance Company which is part of Berkshire Hathaway’s National Indemnity group of insurance companies, providing global strength to give you peace of mind.

    14. What Service Requirements does my insurance cover? Q:

      A:

      The following Service Requirements are to cover each insured person – however, some services will be directed through nominated persons.

      Service Requirement

      Details of service

      Medical evacuation and repatriation

      The Contractor will arrange air and/or surface transportation, medical care during transportation, communications required for transporting an insured person to the nearest hospital where appropriate care is available. Likewise, the Contractor will arrange transport of an insured person following a medical evacuation for subsequent in-patient hospitalisation or rehabilitative treatment.

      Companion ticket

      Following medical evacuation, the Contractor will arrange and pay for air transportation for a relative or friend to join an insured person who has or will be hospitalised outside Australia.

      Additional travel expenses after medical evacuation

      The Contractor will arrange the transport of an insured person following a medical evacuation to the original place of departure within Australia.

      Repatriation of mortal remains

      The Contractor will arrange the transportation, local burial or cremation of the insured persons mortal remains.

      Medical expense guarantee, cost review and payment, medical monitoring

      The Contractor will pay all costs associated with an insured person’s in-patient or out-patient medical care, including assistance in arranging accommodation and post appointment communications. The Contractor will monitor and provide the Principal with information on the insured person’s condition and on-going medical expenses when hospitalised.

      Dispatch of medication and medical supplies

      Where legal to do so, the Contractor will arrange for the delivery of medicines, drugs and medical supplies that are necessary for an insured person’s care and treatment but which are not available at or near the insured person’s location.

      Emergency and routine medical advice

      The Contractor will provide telephone medical advice for insured persons.

      Travel health and security information

      The Contractor will provide insured persons with up-to-date travel health and security information.  Destination and travel health reports may be made available in a variety of methods including telephone support, written reports or through a password protected internet web site. Travel security information is to provide background information on travel destinations and timely and detailed information on emerging threats.  Available information to include:

      • Updates;
      • Special incident alerts and travel alerts;
      • Advice on an emerging risk and response to critical situations;
      • Country and city profiles; and
      • Country and city travel risk ratings.

      This service will be provided by the Department of Foreign Affairs and Trade (DFAT) Smartraveller.

      To receive this service, the Contractor will direct the customer (via a link) to sign up to the DFAT Smartraveller website prior to travel.  

      Medical, dental and legal referrals

      The Contractor will provide insured persons with names, addresses, telephone numbers and if available, office hours for physicians, hospitals, clinics, dentists, dental clinics, lawyers and legal practitioners within the area where the insured person is located.

      This service will be provided by One Assist Ltd.

      The Contractor will provide on the customers policy details for contacting One Assist Ltd while overseas.

      Assistance with documentation for insurance claim forms

      The Contractor will provide insured persons or the Authorised Representative with assistance in obtaining the necessary documentation for medical insurance claims for care.

      In the first instance, customers have the ability to access and submit claim forms online.  For further queries, customers can contact the Contractor via email.

      Emergency translation and interpreter services

      In the event of an emergency situation, the Contractor will provide and pay for personal telephone translation services and referrals of interpreter services.

      Lost document advice and assistance

      The Contractor will provide assistance to insured persons who have lost important travel documents (e.g. passport, credit cards) by providing instructions for recovery or replacement.

      Emergency contact and evacuation assistance

      The Nominated Personnel will be provided with information in respect of the emergency including its nature, location and recommended action.  The Contractor will, where necessary, arrange for the evacuation of insured persons to the nearest safe and acceptable location.

      The Personnel nominated with DFAT Smartraveller will be provided with information via email in respect of an emergency including its nature, location and recommended action.

      Customers are to contact One Assist Ltd for evacuation assistance.

      Travel itinerary data

      The Contractor is required to maintain the travel itinerary data (including location of travel) of all insured persons.  Where applicable, if this information is stored on a secure website, it is preferable that the website will incorporate a search mechanism that will allow Nominated Personnel to search by a traveller’s name, dates of travel and destination country.  In the event that access is unavailable, the Contractor is required to be available to provide information on a traveller’s destination twenty-four (24) hours a day, 365 days a year.

      The Contractor shall automatically distribute, via email, all the necessary data relating to the insured persons insurance details not less than two (2) business days prior to departure.





    15. How do we pay for a policy? Q:

      A:

      All quotes are based on one premium payment so the group organiser needs to arrange to collect payment from those who are to be insured. You have a choice of paying by Credit Card or by EFT. If you pay by credit card you will be covered as soon as payment is accepted; if you pay by EFT then cover is in place once the monies have cleared through our trust account.

    16. Can a claim be made on behalf of another traveller? Q:

      A:

      Authorised Representatives ( eg a tour organiser / teacher) are able to claim on behalf of other travellers on a Policy when necessary. The Authorised Representative will be nominated on the certificate of insurance and recorded on the Contractor’s database system. The claim team have access to this system and agree to deal directly with the Authorised Representative when required, even if the claim does not involve them personally.

    17. Is there 24/7 Emergency Assistance? Q:

      A:

      Yes. The 24 hour Emergency Service can be contacted 24/7. Please click here for details.

      The Contractor will provide a link to the World Travel Protection emergency service and make available, to an Eligible Customer, information regarding the services provided by One Assist Ltd via the Contractor’s web portal.

      You must notify the nominated emergency service immediately of any serious illness or injury whilst abroad which necessitates admittance to a hospital as an in-patient, or before any arrangements are made for repatriation.  A travelling companion may do this for you. 

      The Emergency Service is able to liaise with doctors and hospitals, worldwide to guarantee medical expenses, if medically necessary to arrange emergency repatriation with medical escort, to give guidance and help to other members of the party, or to pass a message to relatives.

      We will email you a medical emergency card which you should keep with you at all times.

       

       

       

    18. What sports and adventure activities do you cover? Q:

      A:

      Sports/Leisure Activities

      We provide cover for your amateur participation in a wide range of sports and leisure activities worldwide including whilst officially competing in individual and or team events up to amateur regional club level. Competing as a representative at state or national level competition may only be included after declaration to and acceptance by Underwriters. Please note that there is no cover for your participation as a professional sportsman (i.e. where you the insured receives any form of remuneration for your participation in sport by way of wages, endorsements, sponsorship or prize monies).

      These activities which are automatically included are shown below:
      Abseiling (provided by a licenced commercial operator), Adventure Racing, Angling, Archery, Athletics, Aussie Rules, Badminton, Bamboo Rafting, Banana Boating, Baseball, Basketball, Beach Volleyball, Biathlon (non-snow), Biking, BMX riding (no stunts/obstacles), Boardsailing/Windsurfing, Bouldering (cover may be extended to include this activity - please visit www.rockclimbinginsurance.com.au for details), Bowling, Bowls, Bridge Swinging, Bungee Jumping (to a maximum of two per person, per trip), Bushwalking, Camel Riding, Canoeing, Canyoning (provided by a licenced commercial operator), Catamaran Sailing (within territorial waters), Clay Pigeon Shooting, Climbing (indoor), Cricket, Cross Country Running, Curling, Cycling, Cyclo-Cross, Deep Sea Fishing, Dinghy Sailing, Diving (High Diving), Dog Sledding, Dragon Boat Racing (including international competition), Dry Slope Skiing/Boarding, Elephant Trekking/Riding, Endurance Tests, Expeditions, Fell Running, Fell Walking, Fencing, Fishing, Fives, Floorball, Football (not American), Gaelic Football, Go-Karting, Golf, Gymnastics, Handball, Hiking up to 6,000m, Hockey, Horse Riding (excluding racing, jumping or competing) Hot Air Ballooning
      (provided by a licenced commercial operator), Hurling, Ice Skating excluding Speed Skating, Inline Skating, Jet Boating, Jet Skiing, Jogging, Kayaking (up to grade 3 rivers ), Kendo, Kite Surfing, Lacrosse, Marathon Running, Martial Arts not involving intentional bodily contact, Modern Pentathlon, Motor Cycling (if you hold a current and appropriate motorcycle licence), Mountain Biking (recreational), Mountaineering (cover may be extended to include this activity - please visit www.rockclimbinginsurance.com.au for details), Netball, Orienteering, Outdoor Endurance Events, Outrigging, Overland Trips, Paintballing (provided by a licenced commercial operator), Parachute Jumping - static line - (provided by a licenced commercial operator), Paragliding (provided by a licenced commercial operator), Parapenting (provided by a licenced commercial operator), Parasailing (provided by a licenced commercial operator), Parascending (provided by a licenced commercial operator), Pistol Shooting, Pony Trekking, Quad Biking, Racketball, Rackets, Rambling, Rap Jumping (provided by a licenced commercial operator), Reenacting (excludes use of live ammunition), Rifle Shooting, Ringos, Rock Climbing (cover may be extended to include this activity - please visit www.rockclimbinginsurance.com.au for details), Roller Blading, Roller Hockey, Rounders, Rowing, Rugby League (upon application), Rugby Union (upon application), Rugby Sevens (upon application), Running, Safari trekking (provided by a licenced commercial operator), Sail Boarding, Sailing/Yachting - recreational within territorial waters, Sand Dune surfing/skiing, Scrambling, Scuba Diving (up to 30m depth - see notes below), Sea Canoeing, Sea Kayaking, Shark Diving - in cage - (provided by a licenced commercial operator), Shinty, Shooting, Skate Boarding, Sky Diving - Tandem (provided by a licenced commercial operator), Snorkeling, Snow Sports Activities (see below), Soccer, Softball, Squash, Street Hockey, Summer Tobogganing, Surfing, Swimming, Table Tennis, Tennis, Tobogganing, Touch Football, Tramping, Trampolining, Trekking (up to 6,000m without ropes, picks or other specialist climbing equipment); Trekking - with ropes, picks or other specialist equipment (cover maybe extended to include this activity, please visit www.rockclimbinginsurance.com.au for details ); Triathlon, Tug-of-War, Via Ferrata (using established routes and fixed apparatus), Volleyball, Wakeboarding, Walking, War Games, Water Polo, Water Skiing, White Water Canoeing/ Rafting (up to and including Grade 4), Windsurfing, Zorbing.
      However your participation in any activity not shown above is specifically excluded.
      The following Snow Sports activities are covered, subject to you having entered the dates that you plan to participate in snow sports and these dates are shown in your certificate of insurance:
      Biathlon (ski); Cross Country Skiing; Glacier Skiing; Glacier Walking; Snow Monoskiing; Skiing – snow (On Piste); Snowblading; Snowboarding (On Piste);  

      Scuba diving is covered subject to the restrictions shown in the General exclusions. In addition, snow sports, other than curling, tobogganing and recreational ice-skating, are not covered unless you have entered the dates when you plan to participate in snow sports and these dates are shown on your Certificate of Insurance. At no time, however, is cover granted for ski, snow board, snow blade, or skibob racing in competitive events, ski jumping, ice-hockey or the use of skeletons or bobsleighs.
       

       

    19. Do you cover skiing and snowboarding? Q:

      A:

      If you plan to go skiing or snowboarding whilst on your trip, simply enter the dates that you'll be taking part in this activity on your travel insurance quote to ensure you receive coverage for any medical expenses.

    20. What cover is there for terrorism? Q:

      A:

      You will be covered, subject to the policy terms and conditions, to travel anywhere that the Australian government does not give a specific 'do not travel' warning. If, for example, you were involved in a terrorist act, you would be covered for medical expenses, etc.

      If the government advice was to change to 'do not travel' from a lesser advice such as 'high degree of caution' or 'reconsider need to travel,' then there would be no cover for anything related to the reasons for the advice. Subject to the policy terms and conditions, the Travel Insurance policy would give you the option to cancel before you travel if the advice did change. For the latest government advice, please visit www.smartraveller.gov.au.

    21. Does your policy include medical evacuation? Q:

      A:

      It certainly does! If our assistance providers believe it is medically necessary and you are fit to travel, our emergency service will arrange for you to be returned to Australia.

    22. Is there a medical emergency service? Q:

      A:

      We provide a 24/7 medical emergency helpline. To find out more, check out your travel insurance certificate which is sent to you after you've bought a policy. We also email you a medical emergency card which you should keep with you at all times.

    23. Is there a money back guarantee? Q:

      A:

      We're so confident that you will be satisfied with our travel insurance, that we offer a full 100% Money-Back Guarantee! If, after purchasing our policy, you decide to cancel it, you can do so within 14 business days and receive a full refund, provided you have not made a claim and your trip has not commenced. We don't provide refunds after the initial cooling off period.

      Please email us if you wish to cancel your policy during this period.

    24. Is there a claims guarantee? Q:

      A:

      Yes. We guarantee that fully documented claims will be paid within just 10 working days.

    25. How much does your travel insurance policy cost? Q:

      A:

      Before we calculate the cost of your travel insurance, we need to take a number of factors into account, including:

      • how many travelers there are that need to be insured;
      • where you're going to be travelling to;
      • how long you're going to be travelling for;
      • how old you are; and
      • have you selected any additional cover such as snow sports.

      When you receive your quote, it will show you the total price for all the travellers entered.

    26. How can I pay for my travel insurance? Q:

      A:

      We recommend buying your policy online using creit card; it's safe, secure and simple. For groups we also have a facility to pay by EFT.

    27. Do you cover pre-existing medical conditions? Q:

      A:

      All travel insurance policies exclude cover for certain Pre-existing Medical Conditions. The GoSafe plan covers some Pre-existing Medical Conditions automatically for free, and others require an additional premium to be paid. There are some conditions that we unfortunately never cover.

      Once you have taken out a policy, an insured person may be able to pay extra to cover their condition depending on what the condition is. To find out more, please go to our medical conditions page (will open in a new tab).

    28. Can I remove the excess? Q:

      A:

      An excess is the first amount you are required to pay in the event of a loss. Having an excess allows us to keep our premiums as low as possible by preventing minor claims and deterring fraudulent claims to take place.

      Turn to page 4 of our Product Disclosure Statement to see which sections of cover attract an excess.

      If an additional premium has been paid to remove the excess, the first part of each and every claim as shown in the Schedule of Cover will be removed.

    29. What dates should I enter when getting a quote? Q:

      A:

      Your policy start date begins on the date you leave your home in Australia. You will also be covered under the cancellation section of your travel insurance from the moment you buy your policy, until the date you leave Australia. The end date is the date you arrive back to your home in Australia.

    30. What do I get when I have bought a policy? Q:

      A:

      Immediately after your payment has been processed, a Certificate of Insurance and a Product Disclosure Statement will be sent to your nominated email address.

    31. How do I amend a policy? Q:

      A:

      To change your personal or travel details after your Certificate of Insurance has been issued, please sign into your account by clicking here.

    32. Am I covered for cancellation if one of my relatives is taken ill? Q:

      A:

      Yes, subject to the policy terms and conditions relating to the health of travelling companions and others on whom the journey may depend. If your relative is taken ill, or dies before you are due to go away, the insurance will pay for your cancellation costs. A relative includes any of the following who is under 85 years of age and is a resident in Australian and New Zealand: husband or wife (or de facto partner with whom you are living permanently at the same address), parent, grandparent, parent-in-law, brother, sister, child, grandchild, brother-in-law, sister-in-law, son-in-law, daughter-in-law or fiancé(e).

    33. Am I covered if I accidentally cause damage in the hotel I'm staying in? Q:

      A:

      Yes, you will be covered up to the policy limit, but this is subject to the excess (See Product Disclosure Statement).

    34. Am I covered if I miss my flight because of a traffic jam on the motorway? Q:

      A:

      Yes, if there's been a road traffic accident or vehicle breakdown delaying the vehicle you're travelling in (subject to the policy terms and conditions).

    35. Am I covered if my flight is delayed and I miss a connection because of the delay? Q:

      A:

      If you've left sufficient time between the two flights, i.e. planned to arrive at you departure point at the earliest scheduled check-in time, you will be covered, subject to the policy terms and conditions, for necessary additional accommodation and travel expenses up to the policy limit.

    36. If I have to return home for an insured reason, will the insurance compensate me for my lost trip? Q:

      A:

      If your planned journey was cut short by an early return to Australia, or admission to hospital overseas as an in-patient and you lose the benefit of the accommodation you have paid for, the insurance will compensate you for the number of complete nights accommodation lost. The insurance will also cover any additional costs related to your travel expenses.

    37. What should I do with my belongings if I've gone to the beach and want to have a swim? Q:

      A:

      We recommend not leaving any money or valuables unattended at any time during your travels. If necessary, ask someone you know to look after your belongings.

  2. DET - Leisure Trip Policies

    1. Travel Alert: Coronavirus update for policies purchased on or after 01 May 2020 Q:

      A:

      Published on 30 April 2020 
       

      For all policies issued on or after Saturday 01 May 2020:
      On the 7th of January 2020, Chinese authorities confirmed that they had identified a new virus originating out of Wuhan in the Hubei Province. The new virus is a coronavirus which is a family of viruses that include the common cold and viruses such as SARS (Severe Acute Respiratory Syndrome) and MERS (Middle East Respiratory Syndrome).  The World Health Organisation has identified the Caronavirus a public health emergency.  
      Effective the 18th of March 2020 the Australian Government advised all Australians not to travel overseas until further notice. The Australian Government also recommends that Australians overseas return to Australia as soon as possible by commercial means.

      Overseas Medical Expenses
      There is no cover for Overseas Medical Expenses claims related to the Caronavirus or any derivative or mutation of such viruses if you purchased your policy or travel bookings on or after the 18th of March 2020 as this is the date the Australian Government issued a nationwide advice not to travel. 

      For Cancellation and other sections of the policy 
      There is no cover for claims related to the Caronavirus or any derivative or mutation of such viruses (or arising directly or indirectly from these) as it relates to Pre-Trip Cancellation or Curtailment, Travel Delay and/or Hospital Cash.

      If you decide to change your travel plans, we suggest you talk with your travel agent or transport provider as soon as possible to minimise your out of pocket expenses.  

      Claims Information 
      In the event of a claim covered by your policy, you must do everything you can to minimise and reduce the cost of the claim (including seeking compensation from any travel service providers), and provide all supporting documentation of the event and expenses incurred. 
      No two claims are the same and accordingly, claims are assessed on a case-by-case basis. The advice provided herein is of a general nature. Claims are assessed on their individual merits and are subject to the terms and conditions of the policy wording. 
       

    2. Travel Alert: Coronavirus update as at 18 March 2020 Q:

      A:

      GO SAFE UPDATE IN RELATION TO THE CORONAVIRUS OUTBREAK AS AT 18 MARCH 2020

      With the health, safety and wellbeing of students and staff in mind, the Australian State Schools have announced bans on international travel. These current travel bans are outlined below:

      • Queensland State Schools on 10 March 2020 (12h52 AEST) for all international travel except New Zealand
      • Queensland State Schools on 15 March 2020 for all international travel including New Zealand
      • New South Wales State Schools on 1 March 2020 for all international travel
      • Victoria State Schools on 10 March 2020 for all international travel except New Zealand and Canada
      • Victoria State Schools on 15 March 2020 for all international travel including New Zealand
      • Victoria State Schools on 17 March 2020 for all domestic excursions
      • Western Australia State Schools on 3 March 2020 for all international travel excluding United States of America, New Zealand and Canada
      • Western Australia State Schools on 9 March 2020 for all international travel including United States of America and Canada

      Effective the 18th of March 2020 the Australian Government advised all Australians not to travel overseas until further notice, issuing a Level 4 “Do Not Travel” warning. The Australian Government also recommends that Australians overseas return to Australia as soon as possible by commercial means. 

      How this impacts your cover:

      Section 1 - Cancellation fees, lost deposits and curtailment in part provides as follows:

      You are covered up to the amount shown in the Schedule of Cover in the event your trip is necessarily and unavoidably cancelled prior to departure or curtailed (cut short) before completion because of any of the following events first occurring during the period of insurance:

      h. a Government regulation following an epidemic or natural disaster that stops you from travelling.

      [Note: please see the current travel ban listing for the relevant effective dates, effective times and countries as announced by the State Schools and subsequent nationwide directive issued by the Australian Government on the 18th of March 2020.]

      i. a Level 4 warning (“do not travel”) issued by the Australian government on the www.smartraveller.gov.au website advising against travel to or through a country which forms a major part of your itinerary or prevention of access by the Government of the country in question. Such advice against travel must be issued after you booked your trip or purchased your policy from us, whichever is the latter and still be in place 14 days prior to your scheduled travel to the country for this section to respond.

      If you wish to cancel your travel plans, please contact your travel service provider, airlines, accommodation providers and tour companies, who may provide refunds, credit notes or alter your bookings without charging additional fees.

      You must take all reasonable steps to limit or reduce your out of pocket expenses and we encourage you to speak with your travel agent/provider in this regard. 

      If you purchased your policy prior to the above-mentioned Australian State School travel bans or the above mentioned Level 4 Do Not Travel warnings being effected, and wish to delay or cancel a trip within 8 weeks of the commencement of the journey, we ask that you take the following steps:

      1. You must take all reasonable steps to limit or reduce your out of pocket expenses and we encourage you to speak with your travel agent/airline, accommodation providers and tour companies to reduce your out of pocket expenses. This includes investigating potential alternative travel arrangements.

      2. After taking these steps we encourage our customers to submit a claim form along with any supporting documentation.

      Important Note:

      Where a policy has been purchased after the above-mentioned travel bans issued by the Australian State Schools or after a Level 4 “do not travel” warning has been issued by the Australian Government, including the nationwide directive not to travel issued on 18th of March 2020, cover will no longer be available as a result of:

      h. a Government regulation following an epidemic or natural disaster that stops you from travelling.

      i. a Level 4 warning (“do not travel”) issued by the Australian government on the www.smarttraveller.gov.au website advising against travel to or through a country which forms a major part of your itinerary or prevention of access by the Government of the country in question…

      Section 2 - Overseas Medical Expenses 
      If you are overseas and need medical assistance, please call World Travel Protection, our 24 hour emergency assistance team immediately on +61 (0) 2 8907 5953 or by email at assist@worldtravelprotection.com.au

      If you purchase your policy on or after 18 March 2020 there is no cover for Overseas Medical Expenses due to the Coronavirus, or whenever travelling to a place listed as “Do Not Travel” by the Australian Government.

      Claims Information
      In the event of a claim covered by your policy, you must do everything you can to minimise and reduce the cost of the claim (including seeking compensation from any travel service providers), and provide all supporting documentation of the event and expenses incurred.

      General Note

      No two claims are the same and accordingly, claims are assessed on a case-by-case basis. The advice provided herein is of a general nature. Claims are assessed on their individual merits and are subject to the terms and conditions of the policy wording.

      To lodge a claim

      Please find attached a copy of your product disclosure statement to help you understand the cover and what you need to do. Please refer to page 11 of the PDS and the section ‘How to make a claim’.

      Travel Insurers cannot advise whether a claim is valid or not until a completed claim form is submitted with all supporting documentation. To complete the online claim form, please click here.

      Please note that any further questions regarding your claim should be directed to the claims managers ‘Gallagher Bassett’ via email at travel@gbtpa.com.au or you can call them on +61 7 3005 1613 during normal business hours (QLD time).

    3. Travel Advice Q:

      A:

      The Australian Government (DFAT) provides travellers with the facility to subscribe to their country advice updates.

      We recommend that all travellers subscribe for the countries that they are travelling to.

      Be the first to know official government advice when travelling. This is a free email service to provide you with the latest updates to DFAT's travel advice. You can subscribe to one or more countries or to their official bulletins for information about topics such as voting in Australian elections, large sporting events, or widespread health or security issues. 

      To create an account - click here

      Already got an account? - click here

    4. Who can buy these policies Q:

      A:

      Our travel insurance is available for Department of Education and Training staff and their immediate families, travelling on leisure policies. 

       

  3. Department of Education and Training Business Travel

    1. Travel Alert: Coronavirus update for policies purchased on or after 01 May 2020 Q:

      A:

      Published on 30 April 2020
      For all policies issued on or after Saturday 01 May 2020:
      On the 7th of January 2020, Chinese authorities confirmed that they had identified a new virus originating out of Wuhan in the Hubei Province. The new virus is a coronavirus which is a family of viruses that include the common cold and viruses such as SARS (Severe Acute Respiratory Syndrome) and MERS (Middle East Respiratory Syndrome).  The World Health Organisation has identified the Caronavirus a public health emergency.  
      Effective the 18th of March 2020 the Australian Government advised all Australians not to travel overseas until further notice. The Australian Government also recommends that Australians overseas return to Australia as soon as possible by commercial means.

      Overseas Medical Expenses
      There is no cover for Overseas Medical Expenses claims related to the Caronavirus or any derivative or mutation of such viruses if you purchased your policy or travel bookings on or after the 18th of March 2020 as this is the date the Australian Government issued a nationwide advice not to travel. 

      For Cancellation and other sections of the policy 
      There is no cover for claims related to the Caronavirus or any derivative or mutation of such viruses (or arising directly or indirectly from these) as it relates to Pre-Trip Cancellation or Curtailment, Travel Delay and/or Hospital Cash.

      If you decide to change your travel plans, we suggest you talk with your travel agent or transport provider as soon as possible to minimise your out of pocket expenses.  

      Claims Information 
      In the event of a claim covered by your policy, you must do everything you can to minimise and reduce the cost of the claim (including seeking compensation from any travel service providers), and provide all supporting documentation of the event and expenses incurred. 
      No two claims are the same and accordingly, claims are assessed on a case-by-case basis. The advice provided herein is of a general nature. Claims are assessed on their individual merits and are subject to the terms and conditions of the policy wording. 

    2. Travel Alert: Coronavirus update as at 18 March 2020 Q:

      A:

      GO SAFE UPDATE IN RELATION TO THE CORONAVIRUS OUTBREAK AS AT 18 MARCH 2020

      With the health, safety and wellbeing of students and staff in mind, the Australian State Schools have announced bans on international travel. These current travel bans are outlined below:

      • Queensland State Schools on 10 March 2020 (12h52 AEST) for all international travel except New Zealand
      • Queensland State Schools on 15 March 2020 for all international travel including New Zealand
      • New South Wales State Schools on 1 March 2020 for all international travel
      • Victoria State Schools on 10 March 2020 for all international travel except New Zealand and Canada
      • Victoria State Schools on 15 March 2020 for all international travel including New Zealand
      • Victoria State Schools on 17 March 2020 for all domestic excursions
      • Western Australia State Schools on 3 March 2020 for all international travel excluding United States of America, New Zealand and Canada
      • Western Australia State Schools on 9 March 2020 for all international travel including United States of America and Canada

      Effective the 18th of March 2020 the Australian Government advised all Australians not to travel overseas until further notice, issuing a Level 4 “Do Not Travel” warning. The Australian Government also recommends that Australians overseas return to Australia as soon as possible by commercial means. 

      How this impacts your cover:

      Section 1 - Cancellation fees, lost deposits and curtailment in part provides as follows:

      You are covered up to the amount shown in the Schedule of Cover in the event your trip is necessarily and unavoidably cancelled prior to departure or curtailed (cut short) before completion because of any of the following events first occurring during the period of insurance:

      h. a Government regulation following an epidemic or natural disaster that stops you from travelling.

      [Note: please see the current travel ban listing for the relevant effective dates, effective times and countries as announced by the State Schools and subsequent nationwide directive issued by the Australian Government on the 18th of March 2020.]

      i. a Level 4 warning (“do not travel”) issued by the Australian government on the www.smartraveller.gov.au website advising against travel to or through a country which forms a major part of your itinerary or prevention of access by the Government of the country in question. Such advice against travel must be issued after you booked your trip or purchased your policy from us, whichever is the latter and still be in place 14 days prior to your scheduled travel to the country for this section to respond.

      If you wish to cancel your travel plans, please contact your travel service provider, airlines, accommodation providers and tour companies, who may provide refunds, credit notes or alter your bookings without charging additional fees.

      You must take all reasonable steps to limit or reduce your out of pocket expenses and we encourage you to speak with your travel agent/provider in this regard. 

      If you purchased your policy prior to the above-mentioned Australian State School travel bans or the above mentioned Level 4 Do Not Travel warnings being effected, and wish to delay or cancel a trip within 8 weeks of the commencement of the journey, we ask that you take the following steps:

      1. You must take all reasonable steps to limit or reduce your out of pocket expenses and we encourage you to speak with your travel agent/airline, accommodation providers and tour companies to reduce your out of pocket expenses. This includes investigating potential alternative travel arrangements.

      2. After taking these steps we encourage our customers to submit a claim form along with any supporting documentation.

      Important Note:

      Where a policy has been purchased after the above-mentioned travel bans issued by the Australian State Schools or after a Level 4 “do not travel” warning has been issued by the Australian Government, including the nationwide directive not to travel issued on 18th of March 2020, cover will no longer be available as a result of:

      h. a Government regulation following an epidemic or natural disaster that stops you from travelling.

      i. a Level 4 warning (“do not travel”) issued by the Australian government on the www.smarttraveller.gov.au website advising against travel to or through a country which forms a major part of your itinerary or prevention of access by the Government of the country in question…

      Section 2 - Overseas Medical Expenses 
      If you are overseas and need medical assistance, please call World Travel Protection, our 24 hour emergency assistance team immediately on +61 (0) 2 8907 5953 or by email at assist@worldtravelprotection.com.au

      If you purchase your policy on or after 18 March 2020 there is no cover for Overseas Medical Expenses due to the Coronavirus, or whenever travelling to a place listed as “Do Not Travel” by the Australian Government.

      Claims Information
      In the event of a claim covered by your policy, you must do everything you can to minimise and reduce the cost of the claim (including seeking compensation from any travel service providers), and provide all supporting documentation of the event and expenses incurred.

      General Note

      No two claims are the same and accordingly, claims are assessed on a case-by-case basis. The advice provided herein is of a general nature. Claims are assessed on their individual merits and are subject to the terms and conditions of the policy wording.

      To lodge a claim

      Please find attached a copy of your product disclosure statement to help you understand the cover and what you need to do. Please refer to page 11 of the PDS and the section ‘How to make a claim’.

      Travel Insurers cannot advise whether a claim is valid or not until a completed claim form is submitted with all supporting documentation. To complete the online claim form, please click here.

      Please note that any further questions regarding your claim should be directed to the claims managers ‘Gallagher Bassett’ via email at travel@gbtpa.com.au or you can call them on +61 7 3005 1613 during normal business hours (QLD time).

    3. Travel Advice Q:

      A:

      The Australian Government (DFAT) provides travellers with the facility to subscribe to their country advice updates.

      We recommend that all travellers subscribe for the countries that they are travelling to.

      Be the first to know official government advice when travelling. This is a free email service to provide you with the latest updates to DFAT's travel advice. You can subscribe to one or more countries or to their official bulletins for information about topics such as voting in Australian elections, large sporting events, or widespread health or security issues. 

      To create an account - click here

      Already got an account? - click here

    4. DET Business Travellers - General information Q:

      A:

      ​This section is only applicable for the following:

      Employees of Queensland Government, non-Queensland Government employees where travel has been funded by the Department, their accompanying spouse and dependent children where travel has been funded by the Queensland Government and whose travel has been approved by the designated Queensland Government Approver.

      1. DET Business Travel arranged by Corporate Travel Management 
        1. If you have organised your travel arrangements through the department's travel agency - Corporate Travel Management - then please go to the departments intranet site to view your Policy Certificate.To view your Product Disclosure Statement please click here
           
      2. DET Business Travel arranged by any other organisation 
        1. To ensure that you are properly covered for your trip, it is a requirement that you complete an online application. Please click here and select your policy type as DET Business Travel.

      If you have any questions in respect of your travel insurance, in the first instance please refer to the Departments intranet or email us at travel@gosafetravelinsurance.com.au 

Quick Quote >

We are unable to sell policies for people travelling before 1 September 2020. Learn More

We cannot issue any policies for travel before 1 September 2020 due to the Department of Foreign Affairs and Trade’s (DFAT) travel advice being upgraded to Do Not Travel (Level 4). For more information email us on travel@gosafetravelinsurance.com.au.

If you are an existing policy holder please refer to our Frequently Asked Questions for information on how your policy will respond as a result of COVID-19.

Temporarily Unavailable

Important notice in relation to GoSafe Travel Insurance policies

Following the Australian Government’s advice not to travel overseas, GoSafe has decided to temporarily cease selling policies online.

In the event that you require a travel policy please contact us on travel@gosafetravelinsurance.com.au for further assistance.

If you are an existing policy holder please refer to our Frequently Asked Questions for information on how your policy will respond as a result of COVID-19.