American Express
Travel Insurance
Policy Wording and Product Disclosure
Statement (PDS)
American Express Travel Insurance Product Disclosure Statement (PDS), Australia. Published 07/2022
2
Contents
Travel Tips ............................................................................................................. 5
General Terms and Conditions .............................................................................. 6
Eligibility Criteria ............................................................................................... 7
Choice of Plans and Coverage Options .......................................................... 7
Coverage Optional Add-Ons ............................................................................ 7
Amending or Changing Your Policy ................................................................. 7
Automatic End Date Extension ........................................................................ 7
Cancellation of Your Policy .............................................................................. 8
Premiums ......................................................................................................... 8
Important Things To Know About This Policy ....................................................... 9
Excess .............................................................................................................. 9
Pre-Existing Medical Conditions .................................................................... 10
Excluded Sports And Activities ...................................................................... 10
COVID-19 ....................................................................................................... 10
Pregnancy ...................................................................................................... 11
Exclusions within this Policy .......................................................................... 11
Fraud .............................................................................................................. 12
Significant Tax Implications ........................................................................... 12
Goods and Services Tax ................................................................................ 12
Australian Law ................................................................................................ 12
Australian Currency........................................................................................ 12
Updating Our Product Disclosure Statement (PDS) ...................................... 12
About Chubb Insurance Australia Limited ........................................................... 13
General Enquiries ................................................................................................ 13
Chubb Assistance (In the event of an Emergency) ............................................. 13
Definitions ............................................................................................................ 14
Coverage Summary ............................................................................................. 20
Schedule of Benefits ............................................................................................ 24
Section A - Trip Cancellation and Amendment Cover ......................................... 28
Specific Definitions under Trip Cancellation and Amendment Cover............ 28
COVID-19 Notice ........................................................................................... 28
What We Cover .............................................................................................. 28
Terms and Conditions applicable to Trip Cancellation and Amendment Cover
........................................................................................................................ 29
Exclusions applicable to Trip Cancellation and Amendment Cover .............. 30
Section B - Overseas Medical Emergency Expenses Cover .............................. 32
What We Cover .............................................................................................. 32
Terms and Conditions applicable to Overseas Medical Emergency Expenses
Cover .............................................................................................................. 33
Exclusions applicable to Overseas Medical Emergency Expenses Cover ... 34
Section C - Accidental Death Cover .................................................................... 35
American Express Travel Insurance Product Disclosure Statement (PDS), Australia. Published 07/2022
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What We Cover .............................................................................................. 35
Terms and Conditions applicable to Accidental Death Cover ....................... 35
Exclusions applicable to Accidental Death Cover ......................................... 35
Section D - Loss of Income Cover ....................................................................... 36
What We Cover .............................................................................................. 36
Terms and Conditions applicable to Loss of Income Cover .......................... 36
Exclusions applicable to Loss of Income Cover ............................................ 36
Section E - Resumption of Long Overseas Trip Cover ....................................... 37
What We Cover .............................................................................................. 37
Terms and Conditions applicable to Resumption of Long Overseas Trip
Cover .............................................................................................................. 37
Exclusions applicable to Resumption of Long Overseas Trip Cover ............ 38
Section F - Trip Delay Cover ............................................................................... 39
What We Cover .............................................................................................. 39
Terms and Conditions applicable to Trip Delay Cover .................................. 39
Exclusions applicable to Trip Delay Cover .................................................... 40
Section G - Personal Baggage, Valuables, Money and Travel Documents Cover
............................................................................................................................. 41
What We Cover .............................................................................................. 41
Terms and Conditions applicable to Personal Baggage, Valuables, Money
and Travel Documents Cover ........................................................................ 41
Depreciation applicable to Personal Baggage, Valuables, Money and Travel
Documents Cover .......................................................................................... 42
Exclusions applicable to Personal Baggage, Valuables, Money and Travel
Documents Cover .......................................................................................... 43
Section H - Hijack Cover ...................................................................................... 45
What We Cover .............................................................................................. 45
Terms and Conditions applicable to Hijack Cover ......................................... 45
Exclusions applicable to Hijack Cover ........................................................... 45
Section I - Kidnap Cover ...................................................................................... 46
What We Cover .............................................................................................. 46
Terms and Conditions applicable to Kidnap Cover ....................................... 46
Exclusions applicable to Kidnap Cover ......................................................... 46
Section J - Personal Liability Cover ..................................................................... 47
What We Cover .............................................................................................. 47
Terms and Conditions applicable to Personal Liability Cover ....................... 47
Exclusions applicable to Personal Liability Cover ......................................... 47
Section K - Optional Add-on Rental Vehicle Excess Cover ................................ 49
What We Cover .............................................................................................. 49
Terms and Conditions applicable to Rental Vehicle Excess Cover .............. 49
Exclusions applicable to Rental Vehicle Excess Cover ................................. 50
Section L - Optional Add-on Snow Sports Cover ................................................ 51
What We Cover .............................................................................................. 51
Specific Definitions under Snow Sports Cover .............................................. 51
American Express Travel Insurance Product Disclosure Statement (PDS), Australia. Published 07/2022
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Terms and Conditions applicable to Snow Sports Cover .............................. 51
Exclusions applicable to Snow Sports Cover ................................................ 51
Section M - Optional Add-On Cruise Cover......................................................... 52
What We Cover .............................................................................................. 52
Terms and Conditions applicable to Cruise Cover ........................................ 52
General Exclusions Applicable to All Sections .................................................... 53
How do I make a claim?....................................................................................... 56
Duty of Disclosure ................................................................................................ 58
Your Duty of Disclosure ................................................................................. 58
A consumer insurance contract ..................................................................... 58
Answering Our questions ............................................................................... 58
Variations, extensions and reinstatements .................................................... 58
Renewal ......................................................................................................... 58
What You do not need to tell Us .................................................................... 58
If You do not tell Us something ...................................................................... 58
Privacy Statement ................................................................................................ 59
Why We collect Your Personal Information ................................................... 59
How We obtain Your Personal Information ................................................... 59
When do We disclose Your Personal Information? ....................................... 59
Your decision to provide Your Personal Information ..................................... 59
Access to and correction of Your Personal Information ................................ 60
Further information request ............................................................................ 60
How to make a complaint ............................................................................... 60
Complaints and Dispute Resolution Process ...................................................... 60
Complaints and Customer Resolution Service .............................................. 61
External Dispute Resolution ........................................................................... 61
Financial Claims Scheme .................................................................................... 62
General Insurance Code of Practice ................................................................... 62
Sanctions ............................................................................................................. 62
American Express Travel Insurance Product Disclosure Statement (PDS), Australia. Published 07/2022
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Travel Tips
• Take out travel insurance at the time or once You have booked Your Trip.
• Register Your Trip with DFAT.
• Pack a sufficient supply of Your regular medications in Your carry-on
luggage. This way, if Your luggage is lost or delayed You won’t have any
concern over taking Your medication as required.
• Check the travel advice issued by Department of Foreign Affairs and
Trade (DFAT) for Your travel destination and the countries You plan to
visit on Your Trip.
• Find out the emergency services contact numbers for the destination(s)
and any other countries You are travelling to. Record the numbers for
police, ambulance, Your travel insurance provider and the nearest
Australian Embassy.
• Visit Your Doctor and Dentist for a general check-up before You leave
Home. Ask about any vaccinations relevant to Your destination and any
other countries You intend to visit during Your Trip. Ensure Your regular
vaccinations, such as the flu shot and tetanus shot, are up to date. Get
Your Doctor to print a list of all Your current medications, their generic
names, dosages and frequency taken. Print a spare copy and keep it
separate from Your main luggage.
These travel tips are intended as general information only and do not take into
consideration Your personal circumstances. Chubb does not accept any liability
arising from any reliance upon these travel tips.
American Express Travel Insurance Product Disclosure Statement (PDS), Australia. Published 07/2022
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General Terms and Conditions
This Policy is effective from: 28 July 2022
This document contains important information and has been prepared to assist
You in understanding American Express Travel Insurance and making an
informed choice about Your insurance requirements. It is up to You to choose
the cover You need. It is important that You carefully read and understand this
document before making a decision.
This document provides general advice only. It does not take into account Your
individual objectives, financial situation or needs. You need to decide if the limits,
type and level of cover are appropriate for You.
This document must be read with Your Certificate of Insurance as together they
form Your Policy and confirm the cover You have purchased including the terms,
conditions and exclusions. The Certificate of Insurance will show Your:
• covered plan;
• destination;
• Excess;
• Issue Date of Your Policy;
• Start Date and End Date of Your Trip;
• Covered Person(s);
• optional add-on(s);
• Premium payable.
Please familiarise Yourself with this Policy. We want to ensure You are clear
about what it covers and what it does not cover or excludes. If You are unclear
about anything in this document, please call 1800 139 149 and Our insurance
team will be happy to assist You with any enquiries.
It’s important to check Your Policy from time to time, particularly before You go
away to remind yourself of what is and isn’t covered. Some things You might
consider doing whilst travelling might be dangerous and not covered (for
example, jet skiing, bungee jumping or hiring a scooter if You don’t have a
motorcycle licence). You also need to make sure You take care with Your
belongings, make sure You keep valuable possessions on You and never leave
Your luggage Unattended (for example, in a car overnight). This insurance isn’t
designed to cover carelessness or high-risk activities, so be a sensible and
prudent traveller.
If You need to make a claim, keep supporting documents and proof of any
loss, including all police reports, sales receipts and charge card
statements showing any purchases made.
American Express Travel Insurance
Policy Wording and Product Disclosure Statement (PDS)
American Express Travel Insurance Product Disclosure Statement (PDS), Australia. Published 07/2022
7
Eligibility Criteria
To be eligible for cover under this Policy, You will need to meet the following criteria:
a) All Covered Persons must be 79 years of age or younger before the Issue Date on Your
Certificate of Insurance.
b) You must purchase Your Policy in Australia and Your Trip must start and end in Australia.
c) Covered Person(s) must be Resident(s) of Australia.
Choice of Plans and Coverage Options
During the application process You will be provided with a choice of plans and coverage levels. The benefits
amounts will vary between the plan You select and the coverage level You select. For example, You may be
presented with the option to select the Excess amount that is right for You, this will increase or reduce the
premium subject to the Excess You choose. Please note that a claim will not be payable where you choose
an excess which is higher than the applicable limit(s).
Not all benefits listed within each cover section are available for all plans. Please refer to the Schedule of
Benefits within this Policy to confirm the cover and limits for the plan You have chosen.
In addition, You may be presented with optional coverage add-ons that provide specific additional coverage.
You will need to decide whether these optional add-on of coverage are right for You based on Your Trip.
The Schedule of Benefits provides the amount(s) we will pay to each of the cover sections and available
plans. It includes maximum amounts payable under each section together with any applicable sub-limit,
waiting period and any Excess that applies.
Coverage Optional Add-Ons
Certain activities may not be covered under the Policy and You may be offered the option to buy an optional
add-on that will extend coverage to include these activities, subject to the Terms, Conditions and Exclusions
under the Policy.
If Your Trip includes any of the following activities (including additional benefits), the Policy will only respond
to claims arising from the activity where You have purchased and paid for the relevant optional add-on pack
before the Start Date of Your Trip as evidenced on Your Certificate of Insurance:
• Rental Vehicle Excess Cover: provides cover of the Rental Vehicle Deductible You may be liable
to pay having hired a Rental Vehicle.
• Cruise Cover: If You are going on a Cruise during Your Trip You will need to select this benefit
pack to include cover for all claims related to the Cruise.
• Snow Sports: Includes cover for Snow Sports, related equipment and trip cancellation expenses.
Amending or Changing Your Policy
After You have purchased a Policy, You may in some circumstances change Your coverage. Please call Us if
there are any errors or mistakes in the information provided as outlined on Your Certificate of Insurance.
If whilst on a Trip Your Period of Insurance needs to be extended, You must contact Us to request the
extension. If the extension is accepted by Us You will need to pay the additional premium and We will issue
an updated Certificate of Insurance. Note that it is not possible to extend Your Period of Insurance to be
longer than 180 days from the Start Date on Your Certificate of Insurance.
Automatic End Date Extension
In the event that You are prevented from completing the return leg of a Trip within the Period of Insurance as
a result of an unavoidable delay from Your Public Transport, We will automatically provide an extension
without an additional premium for up to 7 days from the End Date on Your Certificate of Insurance.
In the event You are hospitalised as a result of an Injury or Illness covered under this Policy, during Your
Overseas Trip within the Period of Insurance, the following cover sections;
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• (B) Overseas Medical Emergency Expenses Cover;
• (C) Accidental Death Cover;
• (G) Personal Baggage, Valuables, Money and Travel Documents Cover;
• (H) Hijack Cover;
• (I) Kidnap Cover;
• (J) Personal Liability Cover;
will automatically extend beyond on the End Date on Your Certificate of Insurance until one of the following
first occurs:
a) 12 months has elapsed from the date of the Injury or Illness; or
b) You return to Australia; or
c) You have been declared fit to travel by a treating Doctor or when recommended by Chubb
Assistance’s medical officer to return to Australia but You decide to remain overseas.
Cancellation of Your Policy
You can request to cancel Your Policy at any time by contacting Chubb.
Cancelling Your Policy within Cooling-Off Period
You have up to 14 days from the time You are issued Your Certificate of Insurance (the Issue Date) to decide
whether this Policy and cover is right for You. If You decide that You don’t want this Policy, You may cancel it
within the 14 days cooling-off period. You will receive a full refund of the premium You paid, provided:
a) You haven’t started Your Trip; or
b) You haven’t made a claim; or
c) You don’t want to make a claim or exercise any other right under the Policy.
Cancelling Your Policy Outside the Cooling-Off period
If You request to cancel Your Policy outside the cooling-off period, We may:
a) refund any unused proportion of Your premium (from the date the refund request was received
until the End Date on Your Certificate of Insurance); and
b) minus any administration fee;
provided that You have not started Your Trip, made or submitted a claim and/or intend to make a claim or
exercise any other right under Your Policy.
Cancellation of your Policy by Us
We may cancel Your Policy by giving You written notice to the address on file and in accordance with the
Insurance Contracts Act 1984 (Cth), including where You have:
a) breached the Duty of Disclosure;
b) breached a provision of Your Policy;
c) made a fraudulent claim under this Policy or any other contract of insurance.
If We cancel, We will refund the premium for Your Policy less an amount to cover the period for which You
were Insured.
Premiums
In return for cover under this Policy, You are required to pay a premium. The cover under this Policy only
starts when You pay Us the required premium. You will be told the premium payable for Your policy when
You apply and the premium will also be shown on Your Certificate of Insurance.
There are a number of factors that We take into account when calculating Your premium. The key factors are:
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• how many people are to be covered under the Policy;
• the age of the Covered Persons;
• the duration and destination(s) of Your Trip;
• the period between purchasing the Policy (the Issue Date) and the date of departure (Start Date);
• The Excess that will apply to Your Policy;
• Any optional add-on covers You purchase.
Your total premium includes government charges, taxes or levies (such as stamp duty and GST).
Important Things to Know About This Policy
Excess
Where applicable, an Excess is applied for each Covered Person, for each Event.
If a claim is covered, the Excess is first deducted from the amount We will pay and before any relevant
depreciation and limits have been applied to the claim amount.
You may be provided with the option to reduce or increase Your Policy Excess. If You reduce Your Policy
Excess Your premium will increase and if You increase Your Policy Excess Your premium will reduce. Please
note that a claim will not be payable where you choose an excess which is higher than the applicable limit(s).
The Excess amount is specified on Your Certificate of Insurance.
An Excess may also be a waiting period, which is the amount of time You have to wait until the benefit may
become payable.
Example
The below examples are provided for illustrative purposes only. Each claim will be assessed individually,
based on the facts relative to the specific claim
Example A:
Example B:
Example C:
Anna books accommodation to the
Sunshiny caravan park. Her Trip
with the family is in summer, which
is 3 months away. A week before
the start of the family Trip, her son
has an accident at school and
breaks his leg. Unfortunately, he
needs surgery and the Doctor
confirms its best to be at home for
the recovery. Anna paid $1,200 for
the accommodation. The Excess is
$250.
a) Deduct the Excess of $250
b) Check the total cover limits and
sub-limits in Schedule of
Benefits. The amount claimable
is below these limits
Calculation for the amount
payable:
Jane travels to Brazil and while in
Brazil her laptop is stolen. She
reports the theft to the police and
provides Us with the required
documentation. Jane paid $6,000
for her laptop 12 months prior to
this Event. Jane’s Excess is $250.
a) Deduct the Excess of $250
b) Establish original purchase
price of the laptop: $6,000
c) Apply depreciation*:
• 2.5% per month for 12
months = 30% depreciation.
•
30% of $6,000 = $1,800 total
depreciation.
d) Establish current value of the
laptop by subtracting
depreciation from the purchase
price of the laptop
• $6,000 - $1,800 = $4,200
Rob and his wife travelled to
France for 14 days. On the 4
th
day
of their trip, Rob slips down the
stairs at the hotel. Thankfully it’s
not a major injury, but he did twist
his ankle and needs to seek
medical attention. He was billed
$500 for the doctor’s appointment
including some scans and
medication. On the 8
th
day, Rob
had his laptop stolen which is
worth $1,000. Unfortunately, on the
last day of their trip, Rob’s wife
then lost her smartphone. When
they return to Australia, Rob
submitted a claim for the 3 Events.
As Rob and his wife had 3 Events
during their trip to France, an
excess would be applied to each of
the Events (and covered persons).
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(-Excess) + accommodation =
amount payable
(-250) + 1,200 = 950
e) Check the total and per item
limit shown in the Schedule of
Benefits and select the lower of
current value of the laptop or
the item limit. If the per item
limit is $2,500 which is lower
than the current value $4,200,
hence We take the lower
number = $2,500.
The $250 Policy Excess is not
deducted from the $2,500 per item
limit in this instance since Jane’s
loss is higher than the per item
limit payable plus Excess.
$2,500 claim payment.
Claim 1: (-$250) Excess + $500
Medical costs = $250 claim
payment.
Claim 2: (-$250) Excess + $1,000
laptop - $150 depreciation = $600
claim payment.
Claim 3: (-$250) Excess + 900
smartphone = $650 claim
payment.
* For depreciation details, please review Section G - Personal Baggage, Valuables, Money and Travel
Documents Cover
Pre-Existing Medical Conditions
This Policy does not cover any Pre-Existing Medical Conditions. If You have Pre-Existing Medical
Conditions, this cover may not be right for You. Before You purchase a Policy, You should consider whether a
medical condition is considered Pre-Existing based on the Pre-Existing Medical Condition definition within this
Policy.
Excluded Sports and Activities
Not everything You do on Your Trip will be covered by this Policy. This includes
• some popular holiday activities such as bungee jumping, jet skiing, horse riding or trekking (with
climbing equipment or when You ascend more than 3,000 metres from sea level);
• competitive sporting events (for example, where You may receive a fee or prize money);
• travelling on a Cruise or participating in Snow Sports (unless you purchase the optional add-on
before the Start Date of the Policy).
Please see the definition of ‘Excluded Sports and Activities’ for a list of activities and sports which are not
covered under this Policy.
COVID-19
What is covered?
This Policy provides cover for costs incurred from having to Cancel, Curtail or change Your Trip because You
or Your Travelling Companion contract Coronavirus Disease 2019 (COVID-19) after the Policy is issued. The
Policy also provides cover for overseas medical emergency expenses incurred on Your Overseas Trip, and
transportation of remains or burial if You die during Your Trip, as a result of You having contracted COVID-19
which was first confirmed or diagnosed while on Your Trip. See Section A - Trip Cancellation and Amendment
Cover (specified Event 1) and Section B - Overseas Medical Emergency Expenses Cover for details.
What is not covered?
Apart from the cover provided in Section A - Trip Cancellation and Amendment Cover (specified Event 1) and
Section B - Overseas Medical Emergency Expenses Cover, this Policy does not cover, and We will not
(under any other part of the Policy) pay for claims of any kind directly arising from, relating to or in any way
11
connected with COVID-19 (or any mutation or variation thereof) and/or its outbreak. This includes claims for
costs incurred from having to Cancel, Curtail or change Your Trip due to border closures or government
issued “Do Not Travel” warnings arising from COVID-19 (including where the border closure or travel warning
occurs after the Issue Date).
Pregnancy
It’s important to understand how pregnancy affects Your coverage.
You will not be covered for costs associated with the actual birth of Your child or any pregnancy related
medical conditions You are suffering from when You purchase a Policy. For more information see - When are
You Not Covered? (below)
When does the travel insurance cover You, if You are pregnant?
If You are pregnant, You are covered for claims that arise from Your Pregnancy, under:
1. Section B - Overseas Medical Emergency Expenses Cover:
If, when You are on an Overseas Trip, You have a sudden and unexpected Injury or Illness, which:
a) occurs before the end of the 23
rd
week of Your pregnancy; and
b) is not otherwise excluded within this Policy.
2. Section A - Trip Cancellation and Amendment Cover:
If You have a sudden and unexpected Injury or Illness arising from or relating to Your pregnancy that
prevents You from going on the Trip or continuing the Trip, and which:
a) is confirmed by medical evidence provided by a treating Doctor, and
b) is not otherwise excluded within this Policy.
How is the number of weeks of pregnancy calculated?
The number of weeks of Your pregnancy is calculated from the last known date of Your menstrual period or
calculated from staging ultrasound.
When are You not covered?
You are not covered for any costs arising from or related to:
a) any Pre-Existing Medical Condition;
b) for any past medical condition(s) relating to a previous pregnancy or if You have experienced
pregnancy complications prior to the Issue Date on Your Certificate of Insurance;
c) any costs under Section B - Overseas Medical Emergency Expenses Cover after the end of the
23rd week of Your pregnancy;
d) for any costs under Section B - Overseas Medical Emergency Expenses Cover arising from
childbirth or the health of a newborn child. This exclusion applies irrespective of the stage of
pregnancy at which the child is born. Meaning a newborn (whether premature or otherwise) is not
considered a Covered Person under the policy if the child was born on the Trip;
e) for any costs under Section B - Overseas Medical Emergency Expenses Cover arising from or
relating to an abortion, unless this is to save life of the mother following an Injury or Illness;
f) for any costs under Section B - Overseas Medical Emergency Expenses Cover arising from
fertility treatment or treatment associated with an assisted reproduction program including but not
limited to, in vitro fertilisation (IVF).
Exclusions within this Policy
As with all insurance, there are certain exclusions that apply. Some exclusions only apply to certain benefits
under the Policy, while other exclusions apply to all claims. You should read the following:
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• General Exclusions and General Conditions, which apply to all claims.
• Each cover section includes information about what We cover and any terms and conditions and
exclusions that apply.
To ensure You understand when We will pay for a claim, You should read each section carefully, including
each benefit covered under ‘What We Cover’ together with any ‘Terms and Conditions’ and ‘Exclusions’ under
each cover section.
Fraud
Chubb considers it important for customers to take insurance fraud seriously. Creation or submission of false
documents, or exaggerating a genuine claim is considered insurance fraud. Such behaviour has a negative
impact on the cost of insurance for all customers.
We utilise Our dedicated special investigations unit at Chubb to detect and investigate selected claims daily.
When the evidence supports it, Chubb will report suspect claims to the police and dedicate resources to
assisting any potential criminal prosecutions.
Significant Tax Implications
Generally, Your premiums are not tax deductible and claims payments are not assessable income for tax
purposes unless You purchase Your Policy for business purposes. This tax information is a general statement
only. See Your tax adviser for information about Your personal circumstances.
Goods and Services Tax
Where You are a registered entity You may be entitled to an input tax credit for Your premium and/or for
things covered by this Policy. You must disclose these entitlements to Us if You make a claim under Your
Policy.
If We agree to pay a claim under Your Policy, We will base any claim payment on the Goods and Services
Tax (G.S.T.) inclusive costs (up to the relevant Policy limit). However, We will reduce any claim payment by
an input tax credit You are, or would be, entitled to for the repair or replacement of insured property or for
other things covered by this Policy.
Australian Law
Your Policy is governed by the laws of the State or Territory of Australia in which Your Trip commences. Any
dispute or action in connection with Your Policy shall be conducted and determined in the courts of the State
or Territory of Australia in which Your Trip commences.
Australian Currency
All payments by You to Us and Us to You under Your Policy must be in Australian currency.
Updating Our Product Disclosure Statement (PDS)
We may update the information contained in Our PDS when necessary. A paper copy of any updated
information is available to You at no cost by calling Us on 1800 139 149 or accessing at
http://americanexpress.com.au/insurance
We will issue You with a new PDS or a supplementary PDS where the update is to rectify a misleading or
deceptive statement from the point of view of a reasonable person deciding whether to buy this product.
Preparation Date
This PDS was prepared on 28 July 2022.
PDS Code
22AMEXPDSAU01
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About Chubb Insurance Australia Limited
Chubb Insurance Australia Limited (ABN 23 001 642 020, Australian Financial Service (AFS) Licence No.
239687) (Chubb) is the insurer and issuer of this product. In this PDS, “We”, “Us”, “Our” means Chubb.
Chubb is an Australian financial services licensee (Licensee) authorised to deal in and provide advice in
relation to general insurance products. Our contact details are:
ABN: 23 001 642 020
AFS Licence Number: 239687
Head Office: Grosvenor Place, Level 38, 225 George Street, Sydney NSW 2000
Postal address: GPO Box 4907, Sydney NSW 2001
O +61 2 9335 3200
F +61 2 9335 3497
E amextravel.au@chubb.com
General Enquiries
If You have any questions about Your Policy, You can either:
Email Chubb at amextrav[email protected]m
Write to Chubb at GPO Box 4907, Sydney NSW 2001
Call Chubb on 1800 139 149 (Monday to Friday 8:30am-5:00pm AEST)
Chubb Assistance (In the event of an Emergency)
Emergency assistance around the world
In the event of a medical or similar emergency whilst overseas simply phone +61 2 8907 5666 to get
immediate help in locating medical assistance in Your local area.
For all non-emergency matters, contact Chubb Customer Service on 1800 139 149.
Where Your claim is excluded or falls outside the Policy coverage, the provision of emergency assistance by
Chubb Assistance will not in itself be an admission of liability.
Considerable effort is made to locate, assess and reassess medical facilities and other services worldwide.
However, the medical standards, sanitary conditions, reliability of telephone systems and facilities for medical
services differ from country to country and accordingly, it is not always possible to have control over these
factors. In the circumstances, responsibility for any loss, medical complication or death resulting from any
factor reasonably beyond Our control, cannot be accepted by Chubb Assistance or Us.
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Definitions
The following words when used with capital letters in this document have the meaning given below.
Accidental Death means death occurring as a result of an Injury.
Adult means a Covered Person who is not a Dependent Child.
Certificate of Insurance means the document We issue You, which confirms You being covered after you
have paid for the insurance.
Chubb means Chubb Insurance Australia Limited (ABN 23 001 642 020, AFS Licence No. 239687) of
Grosvenor Place, Level 38, 225 George Street, SYDNEY NSW 2000 (Chubb).
Chubb Assistance means the service provider acting on behalf of Chubb to provide assistance.
Close Relative means spouse, de-facto, parent, parent-in-law, step-parent, child, brother, half-brother, step-
brother, brother-in-law, sister, half-sister, step-sister, sister-in-law, daughter-in-law, son-in-law, niece, nephew,
uncle, aunt, grandparent or grandchild.
Covered Person means persons named as a covered person on Your Certificate of Insurance who meets the
eligibility requirements and for which the premium has been paid.
COVID-19 means Coronavirus Disease 2019.
Cruise means any voyage on a ship, boat or ferry taken for pleasure or as a holiday.
Dependent Child(ren) means any child (including stepchild or legally adopted child) of an Adult who is
unmarried and living at Home and where the child is primarily dependent upon the Adult for maintenance and
support and the child is:
a) 18 years of age or younger; or
b) 24 years of age or younger and;
i. a full-time student of an accredited institution of higher learning; or
ii. permanently mentally or physically incapable of self-support, as confirmed by medical
evidence from a Doctor.
Dentist means a legally registered dentist who is not You or Your Close Relative.
Doctor means a legally registered medical practitioner who is not You or Your Close Relative.
Domestic Trip means a trip within Australia having at least 1 overnight stay at Your destination which is more
than 150-kilometre radius from Your Home:
starting:
a) when You leave Your Home or Your Work (whichever occurs last) to travel to Your destination,
and
ending the earlier of:
b) when You return Home; or
c) at the End Date as shown on Your Certificate of Insurance.
End Date means the end date of Your Trip, as specified on Your Certificate of Insurance.
Event(s) means an occurrence that could give rise to a claim for a benefit under Your Policy. Any one
occurrence or series of occurrences attributable to one source or originating cause is deemed to be one
Event.
15
Excess means the amount first payable by each Covered Person for each claimable Event, when indicated.
This means that if such claim is covered, the Excess will be deducted before any relevant depreciation and
limits have been applied to the amount being claimed. For example, if the excess is $250 and Your claim is
accepted, and You are claiming $500 (where no depreciation is applied), the calculation is: (-$250) (the
excess) + $500 = $250.
Excluded Sports and Activities means boxing; cave diving; horse jumping; horse riding; hunting and
hunting on horseback; professional sports; canyoning; caving; diving; mountain-climbing; steeple chasing; any
form of motor racing; speed, performance or endurance tests; abseiling; American football; bob sleigh;
bungee jumping; base jumping, canoeing; clay pigeon shooting; deep sea fishing; go-karting; hang gliding;
heli-skiing; hot air ballooning; ice hockey; jet biking and jet skiing; martial arts; micro-lighting; mountain biking
off tarmac; mountaineering; parachuting; paragliding; parascending; paraskiing; polo; quad biking; rock
climbing; SCUBA diving deeper than 30 metres; skidoo; ski-jumping; ski-racing; ski-stunting; tour operator
safari (where You or any tourist will be carrying guns); trekking requiring climbing equipment and/or
ascending above 3,000 metres from sea level; war games/paint ball; white water rafting; yachting more than
20 nautical miles from the nearest coastline.
Forcible Entry means unlawful entry by forcible and violent means, as evidenced by a broken window,
damaged or picked lock, broken hinge or door handle.
Hijack means the unlawful seizure of or wrongful exercise of control of the aircraft or other Public Transport in
which You are travelling, or the crew thereof. ‘Hijacking’, ‘Hijacked’ and ‘Hijackers’ have the same
corresponding meaning.
Home means Your usual place of residence in Australia (where You live).
Illness means a sickness or disease which requires treatment by a Doctor or a Dentist. An Illness is not a
Pre-Existing Medical Condition and is not an Injury.
Injury means an accidental bodily injury resulting solely and directly from:
a) a sudden, external and identifiable Event that happens by chance and could not have been
expected from the perspective of the Covered Person; and
b) which occurs independently of any Illness or any other cause; and
c) causes a loss within 12 months of the accident.
It does not mean an Illness or any Pre-Existing Medical Condition.
Insolvency means bankruptcy, provisional liquidation, liquidation, insolvency, appointment of a receiver or
administrator, entry into a scheme of arrangement, statutory protection stopping the payment of debts or the
happening of anything of a similar nature under the laws of any jurisdiction.
Issue Date means the date We agree to provide insurance under the Policy as shown on Your Certificate of
Insurance.
Kidnap means the illegal taking, seizing or detaining and holding of You in captivity for the purpose of
demanding payment of monies to secure Your release. ‘Kidnapping’, ‘Kidnapped’ and ‘Kidnappers’ have the
same corresponding meaning.
Long Overseas Trip means an Overseas Trip with an itinerary of 15 days or more.
Manual Work means paid work which involves the installation, assembly, maintenance or repair of electrical,
mechanical or hydraulic plant (other than in a purely managerial, supervisory, sales or administrative
capacity). It also means manual labour of any kind including, but not restricted to, hands-on work such as a
plumber, electrician, lighting or sound technician, carpenter, painter, decorator or builder.
Medical Emergency means an Injury, sudden and unforeseen Illness or dental issue, suffered by You while
on an Overseas Trip (except when in Australia), which results in Your immediate need for Treatment which
16
cannot be reasonably delayed until Your return to Australia without causing discomfort or risk of potential
aggravation in the opinion of a local treating Doctor or by Chubb Assistance.
Money means currency, travellers cheques, hotel and other redeemable holiday vouchers and petrol
coupons. It does not mean cryptocurrency.
Monthly Salary means:
1. for an employed person: Your regular pre-base monthly salary paid every calendar month
excluding bonus, commission, overtime or any other variable income; or
2. for a self-employed person: monthly pre-tax income derived from personal exertion, after
deduction of all expenses incurred in connection with the derivation of that income, averaged over
the period of 12 months immediately preceding the loss of income or over such shorter period as
they have been self-employed.
Natural Disaster means volcanic eruption, flood (more than 20,000 square metres of normally dry land),
tsunami, earthquake, landslide, hurricane, cyclone, typhoon, tornado or bushfire. It does not mean any
infectious or contagious disease or virus regardless of transmission (including pandemic or epidemic).
Overseas Trip means a trip where Your destination is outside of Australia:
starting:
a) when You leave Your Home or Your Work (whichever occurs last) to travel to the airport to fly on
Your Scheduled Flight; or
b) when You leave Your Home or Your Work (whichever occurs last) to travel to a harbour port to
board a Cruise; and
ending the earlier of:
c) when You arrive Home having travelled from the airport or harbour port; or
d) at the End Date as shown on Your Certificate of Insurance.
Pair or Set means a number of items used together, associated as being similar or corresponding (including
attached and unattached accessories) and being regarded as 1 unit.
Period of Insurance means the period between the Issue Date and End Date specified on Your Certificate of
Insurance.
Personal Baggage means items of necessity, ornament or personal convenience for Your individual use
during the Trip, including clothing, toiletries, and personal effects worn or carried by You within a suitcase (or
similar). It does not include Valuables.
Policy means this document, the Product Disclosure Statement (PDS) and any Supplementary Product
Disclosure Statements (SPDS), including Your Certificate of Insurance.
Pre-Existing Medical Condition means any physical defect, medical or dental condition, illness, injury or
disease that:
1. within the 2 years prior to the Issue Date on Your Certificate of Insurance:
a) requires either of the following:
i. ongoing medication for treatment or risk factor control;
ii. prescribed medication from a Doctor;
iii. check-ups, consultations, reviews or progress advice (other than those
recommended by a Doctor to review a previous condition that is considered by a
Doctor at the Issue Date to be cured or in complete remission); or
iv. surgery; or
b) is either
i. under investigation;
17
ii. pending diagnosis or test results;
iii. chronic or arthritic; or
2. within the 3 years prior to the Issue Date on Your Certificate of Insurance involves:
a) any of the following body parts:
• heart;
• brain (other than a mental health related condition);
• liver;
• back / spine;
• kidneys;
• cardiovascular or circulatory or respiratory system; and
b) where such medical condition either:
I. involved a hospital emergency visitation or being an inpatient in hospital; or
II. required or requires surgery, a specialist appointment or consultation; or
III. requires:
i. ongoing medication for treatment or risk factor control; or
ii. prescribed medication from a Doctor; or
iii. check-ups, consultations, reviews or progress advice (other than those
recommended by a Doctor to review a previous condition that is considered by
a Doctor at the Issue Date to be cured or in complete remission); or
c) is currently either:
i. under investigation; or
ii. pending diagnosis or test results; or
3. within the 5 years prior to the Issue Date on Your Certificate of Insurance related to cancer; or
4. within the 3 months immediately prior to the Issue Date on Your Certificate of Insurance led to the
manifestation of symptoms where a reasonable person in the circumstances would be expected
to be aware of or a reasonable person under the circumstances would have foreseen.
Public Place means, but is not limited to, shops, buses, planes, trains, taxis, airports, bus depots, hotel
foyers, restaurants, cafes, beaches, entertainment venues and any place that is accessible by the public.
Public Transport means an air, land, water or rail passenger transport that operates to a published timetable
or schedule and is available to the public. It does not mean privately hired, rented or chartered air, land or
water transport (such as a taxi, Uber, Limousines, helicopter, private jet or plane).
Repatriation/Evacuation means Your:
1. transportation to the nearest hospital, if transportation is not provided free of charge in the country
of incident; or
2. evacuation to the nearest adequately equipped hospital in the event that local medical facilities
consider they cannot adequately treat You or where Chubb Assistance’s medical officer
considers local medical facilities to be inadequate; or
3. repatriation directly to Australia when permitted by the local treating Doctor or when
recommended by Chubb Assistance’s medical officer; or
4. return to Australia after hospitalisation, provided that You are deemed to be medically fit for travel
by a treating Doctor or by Chubb Assistance’s medical officer, and that Your original means of
transportation cannot be used.
Rental Agreement means the contract of hire between the Rental Company and You in respect of a Rental
Vehicle.
Rental Company means a company or agency that hires Rental Vehicles and is fully licensed with the
regulatory authority of the Country, state or local authority where the Rental Vehicle is collected.
18
Rental Vehicle means any sedan, station wagon, hatchback or sports utility vehicle (SUV) rented under a
Rental Agreement on a daily or weekly basis from a Rental Company. It does not mean trucks, mini buses,
buses, trailers, caravans, motorcycles, mopeds, motorbikes, motor homes, scooters or bicycles.
Rental Vehicle Deductible means the amount (insurance excess) payable by You for each and every claim
when You have purchased the comprehensive vehicle insurance proposed by the Rental Company.
Resident of Australia means an Australian citizen, holder of an Australian permanent residency visa,
partner/spouse visa, Australian skilled migrant visa (including 457 and Temporary Skill Shortage (TSS) visa),
or a student visa:
a) with a right to entry into Australia in accordance with their citizenship, residency or visa;
b) with access to long-term medical care in Australia;
c) who has a permanent Australian residential address; and
d) who currently resides in Australia.
Scheduled Airline means airline passenger transport that operates to a published timetable or schedule and
is available to the general public. It does not mean privately hired, rented or chartered air transport (such
private jet or plane or helicopter).
Scheduled Flight means a flight in an aircraft on a Scheduled Airline.
Schengen Visa means You holding a valid visa that enables You to enter, freely travel within, and leave any
of the Schengen member countries within Europe.
Secure Area means the locked dashboard, glove compartment, boot or luggage compartment of a motor
vehicle including the locked luggage compartment of a hatchback or station wagon, the fixed storage units of
a motorised or towed caravan, or a locked luggage box locked to a roof rack locked to the vehicle, providing
that, in each case, all items are out of sight.
Snow Sports means snow skiing, snowboarding, tobogganing or snowmobiling.
Start Date the date You start Your Trip as shown on Your Certificate of Insurance.
Terrorism means activities against persons, organisations or property of any nature:
a) that involves the following or preparation for the following:
i. use of, or threat of, force or violence;
ii. commission of, or threat of, force or violence; or
iii. commission of, or threat of, an act that interferes with or disrupts an electronic,
communication, information, or mechanical system; and
b) when one (1) or both of the following applies;
i. the effect is to intimidate or coerce a government of the civilian population or any segment
thereof, or to disrupt any segment of the economy; and/or
ii. it appears that the intent is to intimidate or coerce a government, or to further political,
ideological, religious, social or economic objectives or to express (or express opposition to)
a philosophy or ideology.
Temporary Total Disablement means the temporary inability of You to engage in Your usual occupation or
business duties, while You are under the regular care of and acting in accordance with the instructions or
advice of a Doctor. If self-employed, Temporary Total Disablement must prevent You from helping, managing
or carrying out any part of the day-to-day running of a business.
Terminal Illness means a medical condition for which a terminal prognosis has been given by a qualified
Doctor and which is likely to result in death.
Travel Documents means, travel tickets, passports, visas and driving licence.
19
Travelling Companion means a person travelling with You on a Trip which has the same travel itinerary as
You.
Treatment means surgical or medical procedures performed by a Doctor or Dentist where the sole purpose of
which is to cure or relieve Illness or Injury.
Trip means:
1. a Domestic Trip; or
2. an Overseas Trip.
Unattended means when Your Personal Baggage, Valuables, Money or Travel Documents are not:
a) worn or carried by You; or
b) under Your observation within 3 metres of You.
Usual Work means permanent full or part time employment, including self-employment, which you are
engaged in prior to Your Trip Start Date and that You intend to return to at the end of the Period of Insurance.
Valuables means jewellery; furs; articles containing precious metals or precious stones; watches; binoculars;
audio equipment or devices, photographic and electronic equipment or devices; Smartphones; personal
organisers and games consoles; laptops and external computer devices (including all printers, modems,
external hard drives and similar).
We/Our/Us means Chubb.
Work means Your usual place of employment within Australia having a fixed physical address.
You/Your means a Covered Person.
American Express Travel Insurance Product Disclosure Statement (PDS), Australia. Published 07/2022
20
Coverage Summary
The coverage summary table below can be used as a quick reference to understand key coverage elements to each cover section. For a full
understanding of what is covered, when You are covered and where cover does not apply, please refer to the individual section including the General
Exclusions within this Policy. The benefits provided are subject to the terms, conditions and exclusions contained within this Policy.
Your Policy is made up of the Certificate of Insurance and this document. Your Certificate of Insurance may amend the standard terms, conditions and
exclusions contained within this Policy.
Cover
Section
Cover Description Key Exclusions and Limitations
Section A
Trip Cancellation and Amendment Cover
Provides cover in the event You must Cancel, Curtail or require a Trip
Change for the following reasons:
• You or Your Travelling Companion being unfit to begin or continue
Your Trip due an Injury, suffering an unforeseen Illness or dying
before or during Your Trip;
• Your Close Relative, or a Close Relative of a Travelling
Companion, having an Injury, suffering an unforeseen Illness or
dying before or during Your Trip;
• a Natural Disaster has caused devastation to the destination You
were intending to travel;
• an Australian State, Territory, or the Australian Federal
Government or an Australian government agency (such as DFAT -
Department of Trade and Foreign Affairs) have issued, or
upgraded a travel warning to ‘Do Not Travel’ or have closed its
borders, to the area You were intending to travel, and the
government warning was published after:
o the Issue Date on Your Certificate of Insurance
in the
case of a Cancellation claim; or
o You start Your Trip in the case of a Curtailment or Trip
Change claim.
What is covered?
Non-refundable deposits, excursion costs and unused travel and
accommodation costs You have paid in advance.
• You or any other person having a change in mind and deciding
not to start a Trip, continue with the Trip or any other
disinclination to travel;
• Cancellation, Curtailment or Trip Change due to Pre-Existing
Medical Conditions;
• losses arising from the death, serious injury or acute illness of
any Close Relative or Travelling Companion who is 80 years of
age or older before the Issue Date on your Certificate of
Insurance;
• Close Relative who is not a Resident of Australia;
• circumstances where Cancellation, Curtailment or Trip Change
was foreseeable, avoidable, unnecessary or within Your control
prior to the Issue Date on Your Certificate of Insurance (for
Cancellation) or prior to starting a Trip (for Curtailment or Trip
Change);
• additional costs incurred due to Your failure to notify the carrier
or travel agent as soon as reasonably possible that Your Trip is
to be Cancelled or Curtailed;
• loss arising from any epidemic, pandemic or outbreak of an
infectious disease or virus (except for loss arising from COVID-
19 which is covered under specified Event 1).
American Express Travel Insurance Product Disclosure Statement (PDS), Australia. Published 07/2022
21
Section B
Overseas Medical Emergency Expenses Cover
Provides cover for:
• Repatriation/ Evacuation, cost of overseas emergency medical
Treatment, emergency dental Treatment and reasonable extra
accommodation costs in the event of a Medical Emergency whilst
on Your Overseas Trip (except when You are in Australia); and
• transportation of Your remains or burial expenses if You die during
Your Trip.
• Your Pre-Existing Medical Conditions;
• any expenses if You are 80 years of age or older before the
Issue Date on your Certificate of Insurance;
• costs arising from Your participation in Excluded Sports and
Activities;
• medical costs if You do not make reasonable attempts to
contact Chubb Assistance where You were reasonably able to
do so;
• costs arising from or related to Trips where the following
advice has been provided prior to starting Your Trip,
o an Australian State or Territory or the Australian Federal
Government or an Australian government agency (such
as DFAT) has issued a travel advisory warning, advising
You to ‘Do Not Travel’ or that borders are closed, for the
destination You planned to travel to; or
o a Doctor advised You not to travel;
• loss arising from any epidemic, pandemic or outbreak of an
infectious disease or virus (except for loss arising from COVID-
19 which is first diagnosed by a Doctor while on Your Trip).
Section C
Accidental Death Cover
• Cover in the event an Injury results in Your Accidental Death whilst
on an Overseas Trip, or
• Accidental Death due to disappearance while travelling on Public
Transport.
• Your death or disappearance if it occurs in Australia;
• death caused by Illness, a Pre-Existing Medical Condition or
natural causes.
Section D
Loss of Income Cover
Provides cover for loss of Your Monthly Salary if You are employed or
self-employed and during an Overseas Trip suffer an Injury which
results in Temporary Total Disablement and a loss of Your Monthly
Salary for 30 days or more.
• Any future income You expect or could receive as part of any
bonus or bonus structure, salary increase, salary sacrifice
scheme or employee benefit scheme (such as shares).
Section E
Resumption of Long Overseas Trip Cover
Covers the costs to resume Your Long Overseas Trip (when more
than 14 days are remaining until the End Date) if it has been
interrupted following the death, Injury or unforeseen Illness of a Close
Relative.
• You must resume Your Trip within 30 days of returning to
Australia and have more than 14 days remaining until your End
Date;
• Close Relative who is 80 years of age or older before the Issue
Date on Your Certificate of Insurance;
• Close Relative who is not a Resident of Australia;
American Express Travel Insurance Product Disclosure Statement (PDS), Australia. Published 07/2022
22
• costs that You were reasonably aware, before the Issue Date
on Your Certificate of Insurance that would lead or may cause
you to return from Your Long Overseas Trip.
Section F
Trip Delay Cover
Provides cover on a Trip for:
• Delayed flight departure of 6 hours or more, flight cancellation,
denied flight boarding, missed flight connection;
• 12 hour Personal Baggage delay checked on Scheduled Flight.
The amount of cover varies for each benefit.
• Personal Baggage or extended Personal Baggage delay in the
airport You first departed from in Your Home State or Territory
in Australia;
• The purchase of clothing and toiletries which are not necessary
for your Trip, and
a) not essential for emergency use within 24 hours of the
Personal Baggage delay, and
b) not reasonable for emergency use within 48 hours in the
case of extended Personal Baggage delay;
• costs if You fail to notify the transport provider or carrier about
delayed or missing luggage or You do not obtain a luggage
incident report from them or show You have taken reasonable
steps to obtain one.
Section G
Personal Baggage, Valuables, Money and Travel Documents
Cover
Provides cover for damaged, destroyed, lost, stolen Personal
Baggage, Valuables, Money and Travel Documents during Your Trip.
• Valuables or Money within Your Personal Baggage checked-in
or stowed in the luggage hold of an airplane, ship, bus or train;
• Valuables and/or Money that are left Unattended in a motor
vehicle;
• Items left Unattended in a Public Place (unless You have no
option other than to leave the items Unattended due to an
emergency medical, security or evacuation situation);
• claims where You do not obtain a report from local police, the
carrier, tour or transport operator or accommodation provider
and You have not taken reasonable steps to obtain one either;
• deductions will be applied for depreciation (wear and tear).
Section H
Hijack Cover
If Your Public Transport is Hijacked and You are detained for more
than 24 hours, covers the cost of Your Close Relatives travelling to
stay at the place of Hijack.
• We will not act as Your negotiator or intermediary or advise
You or any other person in dealing with the Hijackers;
• Hijacking from a member of Your family, Close Relative or
Travelling Companion.
Section I
Kidnap Cover
If You are Kidnapped, covers the cost of Your Close Relatives
travelling to stay at the place of Kidnap.
• We will not act as Your negotiator or intermediary or advise
You or any other person in dealing with the Kidnappers;
• Kidnapping from a member of Your family, Close Relative or
Travelling Companion.
American Express Travel Insurance Product Disclosure Statement (PDS), Australia. Published 07/2022
23
Section J
Personal Liability Cover
Covers Your liability if You damage someone’s property or cause
them Injury.
• You intentionally incurring any liability;
• Injury to any person who is a member of Your family, a Close
Relative, a Travelling Companion or any person under a
contract of service or apprenticeship with You;
• any damage or Injury out of the ownership, possession, control
or use by You or on Your behalf of:
• mechanically propelled vehicles (including scooters), aircraft
(including drones), hovercraft or watercraft (other than non-
mechanically propelled watercraft less than 10 metres in
length);
• firearms;
• animals (other than horses and domestic pets).
Section K
Optional Add-On - Rental Vehicle Excess Cover
Provides cover for the excess for which You would be liable to pay
when You hire a Rental Vehicle for less than 30 days and Your
Rental Vehicle is:
a) damaged in a motor vehicle collision; or
b) damaged by fire; or
c) maliciously damaged; or
d) stolen;
whilst in Your control or custody.
• The rental of trucks, mini buses, buses, trailers, caravans,
campervans, motorcycles, mopeds, motorbikes, motor homes,
scooters or bicycles;
• Operation of the Rental Vehicle which violates the terms of the
Rental Agreement;
• where You are not a nominated driver or specified driver under
the Rental Agreement;
• where You do not have an appropriate and a valid driving
licence giving You legal rights to drive;
• anyone who is not a Covered Person;
• costs where You have not paid for the comprehensive vehicle
insurance option on the Rental Vehicle.
Section L
Optional Add-On - Snow Sports Cover
Provides cover for Snow Sports activities, covering equipment, trip
cancellation expenses and overseas medical costs.
• heli-skiing/snowboarding;
• cross-country skiing;
• snow skiing, snowboarding, tobogganing or snowmobiling that
is Off-Piste or backcountry;
• racing of any kind.
Section M
Optional Add-On - Cruise Cover
Provides cover for when You are going on a Cruise.
• Please refer to the Exclusions within each section and General
Exclusion within this Policy.
American Express Travel Insurance Product Disclosure Statement (PDS), Australia. Published 07/2022
24
Schedule of Benefits
Please note that all amounts quoted are in Australian dollars.
Section Cover International Trip
Essential Plan
International Trip
Comprehensive
Plan
International Trip
Ultimate Plan
Domestic Trip Excess
Applies
Section A
Trip Cancellation and
Amendment Cover
Up to $5,000 Up to $10,000 Up to $20,000 Up to $5,000
Yes
b. Travel agent commission
(sub-limit)
Up to 15% or
$1,000, whichever is
the lesser
Up to 15% or
$1,500, whichever is
the lesser
Up to 15% or
$1,500, whichever is
the lesser
Up to 15% or
$750, whichever
is the lesser
c. Additional travel and
accommodation (sub-limit)
Up to $500 Up to $500 Up to $500 Up to $450
Section B
Overseas Medical Emergency
Cover
1. In the Event of a Medical
Emergency (section limit)
Unlimited* Unlimited* Unlimited*
Not Covered Yes
2. Emergency Dental (sub-
limit)
Up to $700 Up to $1,000 Up to $1,500
3. Repatriation/Evacuation
(sub-limit)
Up to $150,000 Up to $200,000 Up to $250,000
4. Incidental expenses each
24-hour period (sub-limit)
Up to $50 per 24-
hour period
to a maximum of
$2,000
Up to $50 per 24-
hour period
to a maximum of
$2,000
Up to $50 per 24-
hour period
to a maximum of
$2,000
5. Extra accommodation (room
only) (sub-limit)
Up to $100 per 24-
hour period to a
maximum of $1,000
Up to $150 per 24-
hour period to a
maximum of $2,000
Up to $200 per 24-
hour period to a
maximum of $2,500
6. a. Return economy
airfare (sub-limit)
Up to $1,000 Up to $1,500 Up to $2,000
American Express Travel Insurance Product Disclosure Statement (PDS), Australia. Published 07/2022
25
6. b. Extra accommodation
(room-only) (sub-limit)
Up to $100 per night
to a maximum of
$1,000
Up to $100 per night
to a maximum of
$1,000
Up to $100 per night
to a maximum of
$1,000
2. In the Event of Your Death
Up to $15,000 Up to $15,000 Up to $15,000 Up to $1,500
No
In the event of Your death in a
Schengen member state
Up to 30,000 EUR Up to 30,000 EUR Up to 30,000 EUR Not Covered
Section C
Accidental Death Cover
Adult
Child
Adult
Child
Adult
Child
Not Covered No
1. Accidental Death due to Injury
arising during Your Overseas
Trip
$10,000 $5,000 $20,000 $10,000 $25,000 $10,000
2. Accidental Death due to
disappearance while travelling
on Public Transport
Section D
Loss of Income Cover (section
limit)
Not Covered
Up to $8,500 Up to $10,000
Not Covered Yes
Monthly Salary (up to 5 months)
Up to $1,500
Up to $2,000
Section E
Resumption of Long Overseas
Trip Cover
Not Covered Yes
1. Returning to Australia for a
Close Relative
Up to $2,000 Up to $2,500 Up to $3,000
2. Returning to Australia for a
Close Relative with a Pre-
Existing Medical Condition
Up to $1,000 Up to $1,500 Up to $2,000
Section F
Trip Delay Cover
No
1. Delayed, cancelled, overbooked
or missed onward flight
Up to $200, after 6
hours
Up to $250, after 6
hours
Up to $300, after 6
hours
Up to $200, after
6 hours
American Express Travel Insurance Product Disclosure Statement (PDS), Australia. Published 07/2022
26
2. Extended Delayed, cancelled,
overbooked or missed onward
flight
Up to $200 per
24-hour period (first
payable after 30
hours) to a
maximum of $800
Up to $250 per
24-hour period (first
payable after 30
hours) to a
maximum of $1,000
Up to $300 per
24-hour period (first
payable after 30
hours) to a
maximum of $1,200
Up to $200 per
24-hour period
(first payable after
30 hours) to a
maximum of $600
3. Delay of Personal Baggage
checked-in on Scheduled Flight
Up to $200, after 12
hours
Up to $250, after 12
hours
Up to $300, after 12
hours
Up to $200, after
12 hours
4. Extended Delay of Personal
Baggage checked-in on
Scheduled Flight
Up to $100 per 24-
hour period (first
payable after 36
hours) to a
maximum of $400
Up to $150 per 24-
hour period (first
payable after 36
hours) to a
maximum of $900
Up to $200 per 24-
hour period (first
payable after 36
hours) to a
maximum of $1,000
Up to $100 per
24-hour period
(first payable after
36 hours) to a
maximum of $400
Section G
Personal Baggage, Valuables,
Money and Travel Documents
Cover
Up to $5,000
Up to $10,000
Up to $15,000
Up to $5,000
Yes
a. Money and Travel Documents
(sub-limit)
Not Covered
Up to $250
Up to $250
Not Covered
b. Maximum total of all Valuables
(including sub-limits i. to iv.);
Up to $2,500
Up to $5,000
Up to $5,000
Up to $2,500
i. 1 Smartphone (sub-limit);
Up to $750
Up to $1,000
Up to $1,250
Up to $750
ii. 1 laptop (sub-limit);
Up to $1,500
Up to $3,000
Up to $3,000
Up to $1,500
iii. 1 camera (including lenses
and accessories) (sub-
limit);
Up to $1,500
Up to $3,000
Up to $3,000
Up to $1,500
iv. Any other Valuable item
(sub-limit);
Up to $1,500
Up to $3,000
Up to $3,000
Up to $1,500
c. any single item or Pair
or Set of items (sub-limit).
Up to $500
Up to $750
Up to $1,000
Up to $750
American Express Travel Insurance Product Disclosure Statement (PDS), Australia. Published 07/2022
27
Section H
Hijack Cover (section limit is an
aggregate limit for all Your Close
Relatives)
Up to $2,500 Up to $3,000 Up to $3,500
Not Covered No
a) Return economy airfare
Up to $1,500
Up to $2,000
Up to $2,500
b) extra accommodation (room-
only) for each 24-hour period
Up to $200 per
24-hour period to a
maximum of $1,000
Up to $250 per
24-hour period to a
maximum of $1,000
Up to $300 per
24-hour period to a
maximum of $1,000
Section I
Kidnap Cover (section limit is an
aggregate limit for all Your Close
Relatives)
Up to $2,500 Up to $3,000 Up to $3,500
Not Covered No
a) Return economy airfare
Up to $1,500
Up to $2,000
Up to $2,500
b) extra accommodation (room-
only) for each 24-hour period
Up to $200 per
24-hour period to a
maximum of $1,000
Up to $250 per
24-hour period to a
maximum of $1,000
Up to $300 per
24-hour period to a
maximum of $1,000
Section J
Personal Liability cover
Up to $2,500,000 Up to $5,000,000 Up to $5,000,000 Up to $2,000,000 Yes
Section K
Optional Add-On - Rental Vehicle
Excess Cover
Up to $3,000 Up to $3,000 Up to $3,000 Up to $3,000 Yes
Section L
Optional Add-On - Snow Sports
Cover As per Sections A-J As per Sections A-J As per Sections A-J
As per Sections
A-J
As per
Sections
A-J
Section M
Optional Add-On - Cruise Cover
As per Sections A-J As per Sections A-J As per Sections A-J
As per Sections
A-J
As per
Sections
A-J
* unlimited costs for up to 12 months from the date of the Injury or Illness.
American Express Travel Insurance Product Disclosure Statement (PDS), Australia. Published 07/2022
28
Section A - Trip Cancellation and Amendment Cover
Not all benefits listed within this cover section are available for all plans. Please refer to the Schedule of
Benefits within this Policy to confirm the cover and limits for the plan You have chosen.
Specific Definitions under Trip Cancellation and Amendment Cover
Cancellation means You do not start Your Trip at all. ‘Cancel’ and ‘Cancelled’ have the same meaning as
Cancellation.
Curtailment means You have started Your Trip and You have had to return to Your Home in Australia.
‘Curtail’ and ‘Curtailed’ have the same meaning as Curtailment.
Trip Change means where You have started Your Trip and You must make changes to Your planned Trip,
but do not have to return any earlier than intended.
COVID-19 Notice
Please note that:
• cover for Cancellation, Curtailment or Trip Change arising from You or Your Travelling Companion
contracting COVID-19 is provided under specified Event 1 (as described under ‘What We Cover’
below) of this Section A only;
• there is no cover for loss arising from COVID-19 under specified Events 2 - 9 (inclusive) of this
Section A.
What We Cover
If during the Period of Insurance, You have a necessary and unavoidable Cancellation, Curtailment or Trip
Change due to one of the following unforeseen specified Events:
1. You or Your Travelling Companion being unfit to begin or continue Your Trip due an Injury, suffering an
unforeseen Illness or dying before or during Your Trip, provided Your Travelling Companion is 79 years
of age or younger before the Issue Date on Your Certificate of Insurance;
2. Your Close Relative, or a Close Relative of a Travelling Companion, where the Close Relative;
a) is 79 years of age or younger before the Issue Date on Your Certificate of Insurance; and
b) is a Resident of Australia;
having an Injury, suffering an unforeseen Illness or their death before or during Your Trip;
3. Your redundancy which qualifies for redundancy payments under current legislation;
4. You being in the Australian armed services (military, naval or air service) or emergency services
(police, fire, ambulance) and Your leave is revoked;
5. You being called for jury service or being subpoenaed as a witness other than in a professional or
advisory capacity;
6. Your paid transport has been cancelled by your transport provider as a result of:
a) riot, strike, civil commotion;
b) adverse weather (including a Natural Disaster);
c) mechanical breakdown of the transport You planned to travel on;
provided that there had been no reporting in the media or notice displayed on Our website, prior to the
Issue Date on Your Certificate of Insurance, that any such Event had occurred or was likely to occur;
American Express Travel Insurance Product Disclosure Statement (PDS), Australia. Published 07/2022
29
7. there is a Natural Disaster, or a Natural Disaster has recently happened or is reasonably expected to
happen on the direct route to Your destination or at Your destination of Your Trip, provided that there
had been no published official warning, before the Issue Date on Your Certificate of Insurance, that any
such Event had occurred or was likely to occur;
8. a Natural Disaster or the imminent risk of one at Your Home in Australia;
9. an Australian State, Territory, or the Australian Federal Government or an Australian government
agency (such as DFAT - Department of Trade and Foreign Affairs) have issued, or upgraded a travel
advisory warning, advising You to ‘Do Not Travel’ or that borders are closed, for the destination You
planned to travel to, and the warning was published after:
a. the Issue Date on Your Certificate of Insurance in the case of a claim for Cancellation; or
b. You start Your Trip in the case of a claim for Curtailment or Trip Change.
We will pay up to the maximum relevant cover section limit inclusive of sub-limits as shown in the Schedule of
Benefits for:
a. the non-refundable and unused:
i. deposits that You have paid in advance;
ii. excursion costs that You have paid in advance;
iii. travel and accommodation costs that You have paid in advance; and
b. the non-refundable travel agents’ commission; and
c. any other reasonable additional travel or accommodation (room only) expenses for a Trip Change
or Curtailment.
However, where You have incurred both additional travel or accommodation expenses as well as forfeited
expenses, only the greater of these expenses is payable under this Policy.
For example, if You forfeited pre-paid accommodation for a particular night, but also incur additional
accommodation expenses for the same night, only the highest amount will be payable.
Terms and Conditions applicable to Trip Cancellation and Amendment Cover
1. Claims for Injury or Illness will require confirmation in writing by a treating Doctor confirming the Injury
or Illness. If a written confirmation is not provided, You must provide evidence that You have taken
reasonable steps to obtain the written confirmation, such as emails, call logs or other reasonable
evidence.
2. Without limitation to Exclusion 2 (Pre-Existing Medical Conditions) of this Section A, in respect of claims
arising from COVID-19 that are covered under specified Event 1 of this Section A, the initial diagnosis
of COVID-19 (whether Yours or Your Travelling Companion’s) must occur after the Issue Date on Your
Certificate of Insurance.
3. Claims for death will require death certificate confirming death. If a death certificate is not provided, You
must provide evidence that You have taken reasonable steps to obtain the death certificate, such as
emails, call logs or other reasonable evidence.
4. Where the purchase of an airplane, ship, bus or train ticket (or part thereof) was done so using
membership rewards points or similar points and the loss of such points cannot be recovered from any
other source, We will calculate the loss by using the retail price associated with the travel provider of
the issued ticket at the time the ticket was purchased.
5. You must take reasonable steps to recover any refund, credit note or voucher You are entitled to.
Where You have received or been offered a refund, credit note or voucher for the cost of a booking,
whether partially or in full, the amount offered or received is to be considered refundable. You are only
eligible for cover under this cover section for non-refundable and unused costs.
American Express Travel Insurance Product Disclosure Statement (PDS), Australia. Published 07/2022
30
Exclusions applicable to Trip Cancellation and Amendment Cover
Please also refer to the General Exclusions Applicable to All Sections within this Policy.
We will not pay for or reimburse any costs arising from or relating to:
1. You or any other person having a change in mind and deciding not to start a Trip, continue with the Trip
or any other disinclination to travel;
2. Pre-Existing Medical Conditions (whether Yours, Your Travelling Companion’s or a Close Relative’s)
except when You make a Cancellation, Curtailment or Trip Change due to the death of a Travelling
Companion or Close Relative and provided the death was not as a result of a Terminal Illness;
3. the death, Injury, unforeseen Illness of any Close Relative or Travelling Companion who is 80 years or
older before the Issue Date on Your Certificate of Insurance;
4. Close Relatives who are not Resident(s) of Australia;
5. costs where a refund, credit-note or voucher has been received or offered for the cost of the booking;
6. additional costs incurred due to Your failure to notify the carrier or travel agent as soon as reasonably
possible that Your Trip is to be Cancelled or Curtailed;
7. any government regulation, conditions, prohibition or restriction, including but not limited to:
a. Your failure to hold or obtain a valid passport, visa, or other required documentation prior to
commencing Your Trip;
b. mandatory quarantine except where You have a valid Trip Change or Curtailment claim under
specified Event 1 of Section A and incur reasonable additional travel or accommodation expenses
resulting from the quarantine;
8. where You do not meet the vaccination protocols required by a transport provider or an Australian State,
Territory or the Australian Federal Government, or the government of any destination You had planned to
travel to, before they allow You to board the Public Transport;
9. COVID-19 (or any mutation or variation thereof) and/or its outbreak, where the claim for Cancellation,
Curtailment or Trip Change arises under specified Events 2 - 9 (inclusive) of Section A of this Policy;
10. Your failure to check-in at the required time for any flight, sea crossing, train or bus journey which is
within Your control;
11. Cancellation caused by Your work commitments, or amendment of Your entitlement by Your employer,
unless You are a member of the Australian armed services (military, naval or air service) or emergency
services (police, fire, ambulance) and the expense or cost was incurred as a result of Your leave being
revoked;
12. travel or accommodation costs for anyone that is not a Covered Person;
13. costs incurred in respect of any medical condition where You are unable to supply a medical certificate
from Your treating Doctor confirming Cancellation, Curtailment or Trip Change was necessary and
unavoidable. If a written confirmation is not provided, You must provide evidence that You have taken
reasonable steps to obtain the written confirmation, such as emails, call logs or other reasonable
evidence;
14. Your financial circumstances or any contractual or business obligation;
15. the failure of Your travel agent to pass on monies to operators or to deliver promised services;
American Express Travel Insurance Product Disclosure Statement (PDS), Australia. Published 07/2022
31
16. a cancellation due to a lack in the number of persons required to commence any tour, conference,
accommodation or travel arrangements or due to the negligence (such as failed booking) of a
wholesaler or operator;
17. the refusal, failure or inability of any person, company or organisation, including but not limited to a
travel agent, tour operator, accommodation provider, airline or other carrier, vehicle rental agency or
any other travel or tourism services provider to provide services or accommodation due to their
Insolvency or the Insolvency of any person, company or organisation they deal with;
18. additional transportation or accommodation expenses which are payable under another section or
benefit of this Policy;
19. any circumstances that were foreseeable, avoidable, unnecessary or within Your control:
a. before the Issue Date on Your Certificate of Insurance in the case of Cancellation, or
b. before You start Your Trip in the case of Curtailment or Trip Change;
20. any costs whereby,
a. prior to the Issue Date on Your Certificate of Insurance in the case of a claim for Cancellation; or
b. prior to the Start Date on Your Certificate of Insurance in the case of a claim for Curtailment or
Trip Change,
an Australian State, Territory, or the Australian Federal government or an Australian government
agency (such as DFAT) issued a travel advisory warning, advising You to ‘Do Not Travel’ or that
borders are closed, for the destination You planned to travel to.
American Express Travel Insurance Product Disclosure Statement (PDS), Australia. Published 07/2022
32
Section B - Overseas Medical Emergency Expenses Cover
Not all benefits listed within this cover section are available for all plans. Please refer to the Schedule of
Benefits within this Policy to confirm the cover and limits for the plan You have chosen.
What We Cover
1. In the Event of a Medical Emergency
If during the Period of Insurance, You are on an Overseas Trip (except when You are in Australia) and
You have a Medical Emergency resulting from an Injury or Illness, which is not a Pre-Existing Medical
Condition, We will pay or reimburse the reasonable expenses for:
1. Your emergency medical Treatment and hospital costs;
2. Your emergency dental Treatment to natural teeth;
3. Your Repatriation/Evacuation costs if approved by Chubb Assistance (such approval not to be
unreasonably withheld or delayed) following consultation with the treating Doctor;
4. Your incidental expenses, such as food and toiletries expenses, which You may incur as a result
of being hospitalised as an in-patient for each complete 24-hour period;
5. reasonable extra accommodation costs (room-only) for You and any person who stays or travels
with You to provide support or care, as reasonably agreed by Chubb Assistance;
6. if You are travelling alone, We will pay the reasonable costs for:
a) a return economy airfare; and
b) extra accommodation (room-only);
for Your friend or Close Relative to stay with You as reasonably agreed by Chubb Assistance.
The maximum We will pay or reimburse under the Overseas Medical Emergency Expenses Cover is
the maximum relevant cover section limit inclusive of sub-limits as shown in the Schedule of Benefits.
However, we will stop paying costs and expenses prior to that limit being reached if one of the following
first occurs:
(i) 12 months has elapsed from the date of the Injury or Illness; or
(ii) You return to Australia; or
(iii) You have been declared fit to travel by a treating Doctor or when recommended by Chubb
Assistance’s medical officer to return to Australia, but You decide to remain overseas.
2. In the Event of Your Death
If You die during Your Trip, Chubb Assistance will organise, arrange and pay for the reasonable
costs up the maximum relevant cover section inclusive of sub-limits as shown in the Schedule of
Benefits for:
a) transportation of Your remains to an airport of Your Home’s State or Territory in Australia; or
b) cremation and subsequent transportation of Your remains to an airport of Your Home’s State or
Territory in Australia; or
c) local (in the country of Your death) burial.
If You hold a valid Schengen Visa and in the event of Your death in a Schengen member state during
Your International Return Trip, the maximum amount We will pay in total will not exceed 30,000 EUR
for expenses incurred in that Schengen member state for Your burial or cremation.
American Express Travel Insurance Product Disclosure Statement (PDS), Australia. Published 07/2022
33
Terms and Conditions applicable to Overseas Medical Emergency Expenses Cover
1. You must be 79 years of age or younger before the Issue Date on Your Certificate of Insurance.
2. Without limitation to Exclusion 1 (Pre-Existing Medical Conditions) of this Section B, in respect of claims
arising from COVID-19 that are covered under this Section B, the initial confirmation or diagnosis of
COVID-19 must be provided by a Doctor whilst on Your Trip.
3. We will not be liable to pay or reimburse You for any medical Treatment, hospital costs, dental
Treatment or any other ancillary Treatment (i.e. physiotherapy) that are incurred in Australia.
4. You must take all reasonable measures to avoid or minimise any claim, to follow all applicable care and
safety procedures notified to You by a treating Doctor or Chubb Assistance’s medical officer, to obtain
help or assistance as soon as reasonably possible and avoid danger, except in an attempt to save
human life.
5. You must make all reasonable attempts to call (demonstrated in call logs) Chubb Assistance before
seeking Treatment for a Medical Emergency. If Your medical condition prevents You from calling, if
possible, someone else should call on Your behalf, such as a relative, Travelling Companion, nurse or
Doctor. If You did not make reasonable attempts to call Chubb Assistance before seeking emergency
medical Treatment, or You chose to seek treatment from a medical service provider not approved by
Chubb Assistance, You may be responsible for Your medical expense costs to the extent that those
medical expenses could otherwise have been reduced through preferred medical providers arranged by
Chubb Assistance.
6. In the event of an overseas Medical Emergency, We will arrange Your transportation to the nearest
hospital or evacuate You to the nearest adequately equipped hospital in the event that local medical
facilities consider they cannot adequately treat You or where Chubb Assistance’s medical officer
considers local medical facilities to be inadequate.
7. If Your original means of transportation cannot be used, We will repatriate You directly to Australia
when You are deemed medically fit to travel by the local treating Doctor or by Chubb Assistance’s
medical officer.
8. To understand the extent of Your Injury or Illness and what treatment or Repatriation/Evacuation, if any,
is required, we may seek a second independent Doctor or Dentist to review and confirm what medical
treatment, expenses or Repatriation/Evacuation is appropriate.
9. We will repatriate or evacuate You to Australia by the quickest and most direct route as determined by
the treating Doctor or as recommended by Chubb Assistance’s medical officer. However, if You chose
to be repatriated or evacuated without first discussing this with Chubb Assistance, You may be
responsible for any costs to the extent that those Repatriation/Evacuation costs could otherwise have
been reduced through preferred medical providers arranged by Chubb.
10. If You do not hold a return airline ticket, an amount equal to the cost of an economy class 1 way ticket
to Australia from the location of the incident will be deducted from Your claim for
Repatriation/Evacuation expenses.
11. Claims for death will require a death certificate confirming the cause of death. If it is not reasonably
practical to obtain a death certificate, You or Your legal representative must provide reasonable
evidence in support of why a death certificate cannot be obtained, such as emails, call logs
demonstrating Your or Your legal representative’s attempt to obtain the death certificate.
12. Benefits will be paid in Australian dollars to Your estate following death.
American Express Travel Insurance Product Disclosure Statement (PDS), Australia. Published 07/2022
34
Exclusions applicable to Overseas Medical Emergency Expenses Cover
Please also refer to the General Exclusions Applicable to All Sections within this Policy.
We will not pay for or reimburse any costs arising from or relating to:
1. Your Pre-Existing Medical Condition(s);
2. any medical Treatment, hospital costs, dental Treatment or any other ancillary Treatment (i.e.
physiotherapy) that are incurred in Australia (including where such costs are incurred within the
territorial waters of Australia);
3. costs that are incurred 12 months after the date of the Injury or Illness first occurs;
4. Your failure to make any reasonable attempt to contact Chubb Assistance where You were reasonably
able to do so;
5. Your participation in Excluded Sports and Activities;
6. participation in a sporting event where You receive, or are eligible to receive, an appearance fee, wage,
salary or prize money in excess of $1,000. Participation includes training for, coaching or otherwise
competing in that sporting event;
7. dental treatment caused by or related to the deterioration and/or decay of teeth or associated tissue;
8. dentures, crowns and orthodontics;
9. routine medical or dental Treatment or prenatal visits;
10. Treatment or prescription medication (including medication and ongoing immunisations) started prior to
Your Overseas Trip;
11. Treatment performed by Close Relatives, except in a life-threatening emergency;
12. You remaining overseas after the date Chubb Assistance confirms, based on medical evidence from
the treating Doctor, that You are fit to travel and can return to Australia;
13. any expenses incurred in relation to Treatment that can reasonably be delayed until You return to
Australia;
14. an Overseas Trip involving pre-planned Treatment, or for the purpose of obtaining Treatment, and
Treatment for cosmetic reasons. Unless Chubb Assistance’s medical officer agrees that such
Treatment is necessary as a result of any covered accident;
15. You engaging in Manual Work;
16. COVID-19 where it was first confirmed or diagnosed prior to the commencement of Your Trip;
17. expenses incurred for diagnostic or routine screening tests that are not recommended by a Doctor as
part of Your emergency medical Treatment required as a result of You contracting COVID-19;
18. any costs incurred in a destination where an Australian State, Territory, or the Australian Federal
Government or an Australian government agency (such as DFAT) have issued or upgraded a travel
advisory warning, advising You to ‘Do Not Travel’ or that borders are closed, for the destination You
planned to travel to and this occurred prior to the Start Date on Your Certificate of Insurance. This
exclusion applies even if You have been granted a travel exemption by an Australian State or Territory,
the Australian Federal Government or an Australian government agency (such as DFAT) to travel.
American Express Travel Insurance Product Disclosure Statement (PDS), Australia. Published 07/2022
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Section C - Accidental Death Cover
Not all benefits listed within this cover section are available for all plans. Please refer to the Schedule of
Benefits within this Policy to confirm the cover and limits for the plan You have chosen.
What We Cover
1. Accidental Death due to Injury arising during Your Overseas Trip
If during the Period of Insurance and whilst You are on an Overseas Trip, You suffer an Injury that
results in Your Accidental Death within 12 months of the date of the Injury, We will pay Your estate the
applicable benefit amount for an Adult or Dependent Child up to the maximum relevant cover section
limit inclusive of sub-limits as shown in the Schedule of Benefits.
2. Death due to disappearance while travelling as a passenger on Public Transport
If during the Period of Insurance and whilst You are on an Overseas Trip, You disappear due to the
disappearance, sinking or wrecking of the Public Transport on which You were travelling, and your body
has not been found within 12 months, You will be deemed to have died at the time of Your
disappearance and We will pay the applicable benefit amount for an Adult or Dependent Child up to the
maximum relevant cover section limit inclusive of sub-limits as shown in the Schedule of Benefits.
Terms and Conditions applicable to Accidental Death Cover
1. Benefits will be paid in Australian dollars to Your estate.
2. Claims for Accidental Death will require a death certificate confirming the cause of death. If it is not
reasonably practical to obtain a death certificate, You or Your legal representative must provide
reasonable evidence in support of why a death certificate cannot be obtained, such as emails, call logs
demonstrating Your or Your legal representative’s attempt to obtain the death certificate.
Exclusions applicable to Accidental Death Cover
Please also refer to the General Exclusions Applicable to All Sections within this Policy.
We will not pay for or reimburse any costs arising from or relating to:
1. Your death or disappearance if it occurs within Australia;
2. The death or disappearance of a person that is not a Covered Person;
3. death caused by Illness, a Pre-Existing Medical Condition or natural causes.
American Express Travel Insurance Product Disclosure Statement (PDS), Australia. Published 07/2022
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Section D - Loss of Income Cover
Not all benefits listed within this cover section are available for all plans. Please refer to the Schedule of
Benefits within this Policy to confirm the cover and limits for the plan You have chosen.
What We Cover
Temporary Total Disablement - Loss of Income Cover
If during the Period of Insurance and whilst You are on an Overseas Trip, You suffer an Injury which:
a) was not a Pre-Existing Medical Condition; and
b) leads to Temporary Total Disablement as confirmed by Your treating Doctor; and
c) causes the loss of Your entire regular Monthly Salary lasting 30 days or longer;
We will pay for any 1 Injury, Your Monthly Salary each month up to the maximum relevant cover section limit
inclusive of sub-limits as shown in the Schedule of Benefits for a maximum period of 5 months.
Terms and Conditions applicable to Loss of Income Cover
1. You must see a Doctor. The first day of Your Temporary Total Disablement is the date from which Your
treating Doctor confirms You were unable to work.
2. You must provide Us with the treating Doctor’s certificate confirming Your continuing Temporary Total
Disablement at the end of the first 30 days and/or as soon as reasonably possible after 30 days and
after every subsequent 30 day period or within a reasonable time if We request it. Medical certificates
must be provided at Your cost.
3. We will pay 1 monthly benefit on or after the 31st day and will continue to pay for each complete
calendar month, or until You are no longer suffering Temporary Total Disablement as deemed to be
medically fit by a treating Doctor or by Chubb Assistance’s medical officer.
4. After the first 30 days of Temporary Total Disablement, if Temporary Total Disablement is less than a
complete calendar month, We will pay a benefit of one-thirtieth (1/30th) of the monthly benefit for each
subsequent day of Temporary Total Disablement.
5. In the event of claims for separate periods of Temporary Total Disablement resulting from the same or
different conditions or causes, We will only pay a Temporary Total Disablement monthly benefit if You
have been in employment or self-employed and engaged in Your usual employment duties for 90
consecutive days between each period of Temporary Total Disablement.
6. If 2 periods of Temporary Total Disablement resulting from the same condition or cause are separated
by less than 90 days, We will treat this as 1 claim. Therefore, the first 30 days will not apply to the
second period of Temporary Total Disablement. However, We will not pay for any days when You did
not suffer Temporary Total Disablement.
Exclusions applicable to Loss of Income Cover
Please also refer to the General Exclusions Applicable to All Sections within this Policy.
We will not pay for or reimburse any costs arising from or relating to:
1. any income where Your employment ends with the employer. Meaning: if Your employment ends
before the Temporary Total Disablement then this cover does not apply or if Your employment ends
after the Temporary Total Disablement, We will only pay up until the point Your employment ended;
2. any future income You expect or could receive as part of any bonus or bonus structure, salary increase,
salary sacrifice scheme or employee benefit scheme (such as shares);
3. any Pre-Existing Medical Conditions.
American Express Travel Insurance Product Disclosure Statement (PDS), Australia. Published 07/2022
37
Section E - Resumption of Long Overseas Trip Cover
Not all benefits listed within this cover section are available for all plans. Please refer to the Schedule of
Benefits within this Policy to confirm the cover and limits for the plan You have chosen.
What We Cover
1. Returning to Australia for a Close Relative
If during the Period of Insurance and while on a Long Overseas Trip, You need to immediately return to
Australia due to a Close Relative’s:
1. death;
2. Injury;
3. unforeseen Illness;
which was not as a result of a Pre-Existing Medical Condition and where the Close Relative is:
a) 79 years of age or younger before the Issue Date on Your Certificate of Insurance; and
b) a Resident of Australia;
We will pay or reimburse the costs of a Scheduled Flight of equal class, seat or cost for You to resume
Your Long Overseas Trip if:
i. You resume Your Long Overseas Trip within 30 days of returning to Australia; and
ii. You have more than 14 days remaining until Your End Date on Your Certificate of
Insurance;
up to the maximum relevant cover section limit inclusive of sub-limits as shown in the Schedule of
Benefits.
2. Returning to Australia for a Close Relative with a Pre-Existing Medical Condition
If during the Period of Insurance and while on a Long Overseas Trip, You need to immediately return to
Australia due to a Close Relative’s:
1. death;
which was as a result of a Pre-Existing Medical Condition and where the Close Relative is:
a) 79 years of age or younger before the Issue Date on Your Certificate of Insurance; and
b) a Resident of Australia;
We will pay or reimburse the costs of a Scheduled Flight of equal class, seat or cost for You to
resume Your Long Overseas Trip if:
i. You resume Your Long Overseas Trip within 30 days of returning to Australia; and
ii. You have more than 14 days remaining until Your End Date on Your Certificate of
Insurance;
up to the maximum relevant cover section limit inclusive of sub-limits as shown in the Schedule of
Benefits.
Terms and Conditions applicable to Resumption of Long Overseas Trip Cover
1. We will deduct any airline refunds or travel credits You receive from the amount we pay or reimburse.
2. We will deduct any airfares reimbursed under Section A - Trip Cancellation and Amendment Cover.
American Express Travel Insurance Product Disclosure Statement (PDS), Australia. Published 07/2022
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3. We will only pay or reimburse for airfares that are of equal class, seat or cost to that of the original
booking.
4. The resumption of Your Long Overseas Trip must be in the country You left to return Home or the
country you would be in had Your return Home not occurred based on the original travel schedule.
5. The Period of Insurance will not extend by the duration of Your stay in Australia when You resume Your
Long Overseas Trip.
6. You must resume Your Trip within 30 days of returning to Australia.
7. You must have more than 14 days remaining from the End Date on Your Certificate of Insurance.
Exclusions applicable to Resumption of Long Overseas Trip Cover
Please also refer to the General Exclusions Applicable to All Sections within this Policy.
We will not pay for or reimburse any costs arising from or relating to:
1. the death, serious injury or acute Illness of any Close Relative who is 80 years of age or older before
the Issue Date on Your Certificate of Insurance;
2. any Terminal Illness of a Close Relative which was diagnosed before the Issue Date on Your Certificate
of Insurance;
3. Close Relatives who are not Resident(s) of Australia;
4. any transportation costs within Australia;
5. airfare costs to resume Your Long Overseas Trip where You have made a Claim under Section A - Trip
Cancellation and Amendment Cover;
6. costs where there was a reasonable likelihood that a return Home may be necessary or a reasonable
person under the circumstances would have foreseen prior to the Issue Date on Your Certificate of
Insurance, may lead to Your return Home from Your Long Overseas Trip;
7. the death, serious Injury leading to the hospitalisation or acute Illness leading to the hospitalisation of a
Close Relative which occurred before the Issue Date on Your Certificate of Insurance;
8. any airfares for which have not been booked and paid for before You started Your Long Overseas Trip;
9. costs where a claim has been paid under any other section within this Policy for the same Event.
American Express Travel Insurance Product Disclosure Statement (PDS), Australia. Published 07/2022
39
Section F - Trip Delay Cover
Not all benefits listed within this cover section are available for all plans. Please refer to the Schedule of
Benefits within this Policy to confirm the cover and limits for the plan You have chosen.
What We Cover
1. Delayed, cancelled, overbooked or missed onward flight
If during the Period of Insurance and while on Your Trip, Your Scheduled Flight is:
a) delayed or cancelled for 6 hours or more; or
b) You are denied boarding of the aircraft due to over-booking, and no alternative flight is made
available to You within 6 hours of the scheduled departure time of such flight; or
c) Your onward connecting Scheduled Flight is missed at the transfer point due to the late arrival of
Your incoming connecting Scheduled Flight, and no alternative onward flight is made available to
You within 6 hours of the actual arrival time of the incoming flight;
We will reimburse You for additional hotel accommodation (room only) up to the maximum relevant
cover section limit inclusive of sub-limits as shown in the Schedule of Benefits.
2. Extended Delayed, cancelled, overbooked or missed onward flight
If You have a claim under 1) Delayed, cancelled, overbooked or missed onward flight, We will also
reimburse You for additional accommodation expenses (room only) for each full 24-hour period that the
delay continues beyond the initial 6 hour delay up to the maximum relevant cover section limit inclusive
of sub-limits as shown in the Schedule of Benefits.
3. Delay of Personal Baggage checked-in on Scheduled Flight
If during the Period of Insurance and while on Your Trip, Your accompanying Personal Baggage which
is checked in on the Scheduled Flight is not delivered to You by the airline provider within 12 hours of
Your arrival at the scheduled destination point that is not the airport You first departed from
in Your Home State or Territory in Australia, We will reimburse You for the purchase of essential
emergency clothing and toiletries which are required for use within the first 24 hours of the Personal
Baggage delay up to the maximum relevant cover section limit inclusive of sub-limits as shown in the
Schedule of Benefits.
4. Extended Delay of Personal Baggage checked-in on Scheduled Flight
If during the Period of Insurance and while on Your Trip, Your accompanying Personal Baggage which
is checked in on the Scheduled Flight is not delivered to You by the airline provider upon Your arrival at
the scheduled destination point that is not the airport You first departed from in Your Home State or
Territory in Australia, We will reimburse You for the reasonable emergency purchase of essential
clothing and toiletries for each additional 24 hours after the initial 12 hours baggage delay, up to the
maximum relevant cover section limit inclusive of sub-limits as shown in the Schedule of Benefits.
Terms and Conditions applicable to Trip Delay Cover
1. In the event of a claim, You must provide Us with invoices and/or receipts.
2. Claims for lost or delayed luggage must be reported to the transport provider or carrier and a property
irregularity report (such as a luggage incident report) obtained where reasonably possible. If a property
irregularity report or incident report is not provided, You must provide evidence that You have taken
reasonable steps to obtain a report, such as emails, call logs or other reasonable evidence. A copy of
any property irregularity report obtained from the airline must be supplied to Us together with the
following information:
a. full details of the flight (airline, flight numbers, departure airport, destination, scheduled flight
times and arrival airport);
b. details of the delay or loss incurred; and
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c. full details of expenses for which reimbursement is claimed.
3. We will deduct all credits, refunds and allowances provided or offered to You by the transport provider
or carrier from the amount we pay or reimburse.
Exclusions applicable to Trip Delay Cover
Please also refer to the General Exclusions Applicable to All Sections within this Policy.
We will not pay for or reimburse any costs arising from or relating to:
1. the confiscation or requisition by any customs agency or other government authorities;
2. the purchase of clothing and toiletries which are not required for use within 24 hours of the Personal
Baggage delay and are not necessary for Your Trip;
3. any lost or delayed Personal Baggage where a property irregularity report (such as a luggage incident
report) is not provided and where You are unable to provide evidence that You have taken reasonable
steps to obtain one. Such evidence includes emails and call logs to the transport provider or other
reasonable evidence;
4. Personal Baggage delay or extended Personal Baggage delay the airport You first departed from in
Your Home State or Territory in Australia;
5. any costs that relates to any other person for which You have paid for that is not a Covered Person;
6. where a claim has been paid under any other section of this Policy for the same Event.
American Express Travel Insurance Product Disclosure Statement (PDS), Australia. Published 07/2022
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Section G - Personal Baggage, Valuables, Money and Travel Documents Cover
Not all benefits listed within this cover section are available for all plans. Please refer to the Schedule of
Benefits within this Policy to confirm the cover and limits for the plan You have chosen.
What We Cover
If during a Trip Your:
1. Personal Baggage, Valuables or Travel Documents are accidentally damaged or destroyed; or
2. Personal Baggage or Travel Documents are lost or stolen when they have been checked in or stowed
in the luggage hold of an airplane, ship, bus or train, where You had no access to that Personal
Baggage until the end of the transport; or
3. Personal Baggage, Valuables, Money or Travel Documents are lost or stolen when they have been
stowed in a specially designated area (such as overhead compartment, luggage rack or hotel storage
room) on an airplane, ship, bus or train transport or with an accommodation provider; or
4. Personal Baggage, Valuables, Money or Travel Documents are stolen from Your locked
accommodation (excluding motor vehicle accommodation) where the accommodation was reasonably
able to be locked; or
5. Personal Baggage (excluding Valuables or Money) or Travel Documents left Unattended are stolen
from a motor vehicle, where:
a. items were locked out of sight in a Secure Area; and
b. Forcible Entry has been used by an unauthorised person to gain entry to the vehicle; and
c. evidence of such Forcible Entry is available; or
6. Personal Baggage, Valuables, Money or Travel Documents which are:
a. carried by You; or
b. under Your observation and within 3 metres of You;
are lost or stolen;
We will, after We deduct the Excess from Your claim do one of the following:
• pay You the reasonable costs for the item to be repaired if it is practical and economic for the
item to be repaired;
• If it is not practical and economic to repair the item, We will pay You to replace the item with the
same or nearest type if the item is available (i.e. make and model);
• If the item cannot be repaired or replaced by You, We will pay You the lesser of:
i. the depreciated (which includes wear and tear) value of the item; or
ii. the current replacement cost of the item;
up to the maximum relevant cover section limit inclusive of sub-limits as shown in the Schedule of Benefits.
Terms and Conditions applicable to Personal Baggage, Valuables, Money and Travel Documents
Cover
1. Any payment will be based on the item’s depreciated value, repair cost (to the condition before the loss)
or current replacement cost, as outlined directly above.
2. You must take all reasonable precautions for the safety and supervision of Your Personal Baggage,
Valuables, Money and Travel Documents.
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3. Any claims to a Pair or Set, if You agree to surrender the undamaged item(s) of the Pair or Set to Us
and We agree to accept them, We will pay You the current replacement cost of the entire Pair or Set. If
you do not agree to surrender the undamaged items, We will only be liable for the value of that part of a
Pair or Set which has been lost, stolen, damaged or destroyed. For example, if one earring is stolen We
will only pay 50% of the cost of replacement earrings.
4. If We ask, You must send to Us any damaged or undamaged items and pay for postage.
5. Theft of Personal Baggage (excluding Valuables or Money) or Travel Documents left Unattended in a
motor vehicle is subject to the following:
a. items must be locked out of sight in a Secure Area, and
b. Forcible Entry must have been used by an unauthorised person to gain entry to the vehicle, and
c. evidence of such entry is available.
6. To support all claims, You must supply a copy of the item’s original purchase receipt or invoice or an
alternative written or printed proof of the purchase price or value.
7. You must report loss, theft or criminal damage to the:
a. local police; or
b. appropriate issuing authority (in the case of Travel Documents),
and a written report obtained where reasonably possible. If a written report is not provided, You must
provide evidence that You have taken reasonable steps to report the loss, theft or criminal damage
including details of the time and place You made the report, and the name and contact details of who
You reported the loss, theft or criminal damage to (to the extent such details are within Your power to
provide).
8. Claims for damaged items in transit must be reported to the carrier, tour, transport or accommodation
provider and a written report obtained where reasonably possible. If a written report is not provided,
You must provide evidence that You have taken reasonable steps to obtain a report, such as emails,
call logs or other reasonable evidence to the travel or accommodation provider.
9. Benefits will not be payable under more than one section or benefit of this Policy as a result of one
Event. We will, however, pay the benefit type with the highest benefit amount.
Depreciation applicable to Personal Baggage, Valuables, Money and Travel Documents Cover
We will apply depreciation (and wear and tear) in determining the value of Your Personal Baggage and
Valuables as specified in the table below.
Depreciation considers an item’s age, damage or change that is caused to an item when its being used
normally. Depreciation will be calculated from the date of purchase of the item until the date of claimable
Event, based on the original purchase price.
For example: If You purchased a Smartphone for $1,000, went on a Trip and the Smartphone was stolen, We
will calculate the number of months between the date You purchased Your Smartphone and the claimable
Event date. Suppose the number of months is 6, We will calculate the depreciation as follows:
• Excess + purchase price – deprecation = amount payable
• Number of months = 6
• 6 multiplied by depreciation for Smartphone of 2.5% = 15%
• Depreciation: $1,000 multiplied by 15% = $150
• Amount payable for Your stolen Smartphone: (-$250) + $1,000 - $150 = $600
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Depreciation Table
Exclusions applicable to Personal Baggage, Valuables, Money and Travel Documents Cover
Please also refer to the General Exclusions Applicable to All Sections within this Policy.
We will not pay for or reimburse any costs arising from or relating to:
1. any items loaned, hired or entrusted to You;
2. loss, theft, criminal damage where there is insufficient evidence that You have taken reasonable steps
to report the incident to the local police or appropriate issuing authority (in the case of
Travel Documents). Such evidence includes details of the time and place You made the report, and the
name and contact details of who You reported the loss, theft or criminal damage to (to the extent such
details are within Your power to provide);
3. damaged items in transit where a written report from the carrier, tour, transport or accommodation
provider is not provided and where You are unable to evidence that You have taken reasonable steps
to obtain a written report from the carrier, tour, transport or accommodation provider. Such evidence
includes emails and call logs to the carrier, tour, transport or accommodation provider or other
reasonable evidence;
4. theft from a Travelling Companion, Close Relative or any person you have given consent to visit You,
stay or travel with You;
5. furniture, furnishings or household appliances;
6. electrical or mechanical breakdown of items;
7. items left Unattended in a Public Place (unless You have no option other than to leave the items
Unattended due to an emergency medical, security or evacuation situation);
8. Valuables and Money left Unattended in a motor vehicle;
9. Personal Baggage or Travel Documents left Unattended and which are stolen from a motor vehicle if
the items have not been locked in the Secure Area (unless You have no option other than to leave the
Items
Deduction for each month of age of
the item at the time of Event
Maximum Applicable Depreciation
Electronic equipment
2.5%
65%
Camera (including
accessories)
2.5%
65%
Sunglasses
1.5%
65%
Smartphone
2.5%
65%
Laptop
2.5%
65%
Jewellery
0%
0%
Sports equipment
2.0%
65%
Cosmetics
2.5%
65%
Clothing
1.9%
65%
Other personal items
1.5%
65%
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Personal Baggage or Travel Documents Unattended due to an emergency medical, security or
evacuation situation);
10. Valuables or Money within Your Personal Baggage checked in or stowed in the luggage hold of an
airplane, ship, bus or train;
11. atmospheric or climatic conditions, wear and tear (damage that naturally and inevitably occurs as a
result of normal wear or ageing), vermin, insects, rodents or any process of cleaning, repairing,
restoring or alteration;
12. any business goods or specialised equipment relating to a trade or profession;
13. the confiscation or destruction by order of any government or public authority;
14. any items sent under the provisions of any freight contract, postal, courier or similar service;
15. damage to fragile or brittle items unless caused by fire or resulting from an accident to an aircraft, sea
vessel or motor vehicle;
16. any sporting equipment, bicycles, surfboards or waterborne craft (including their ancillary equipment) of
any description. This exclusion does not apply while in the custody of a transport provider;
17. any drones;
18. any motor vehicle, motor vehicle accessories or parts, motorised or propelled vehicles such as
scooters, electric bicycles or golf buggies;
19. shortages, errors, omissions, depreciation in value in respect of Money and Travel Documents;
20. any bonds, coupons, gift cards, stamps, vouchers, warranties, pre-loaded or rechargeable cards
including but not limited to phone, debit or stored value cards;
21. loss of Money or Valuables from Your accommodation unless evidence is available of unauthorised
entry to Your accommodation for example: evidence of Forcible Entry, key entry recording or CCTV
footage;
22. any of the following: animals or plant life, antiques and historical artefacts, securities or documents of
any kind other than those within the definition of Money and Travel Documents, china, consumable or
perishable items, contact or corneal lenses, dentures, glass, hearing aids, keys, musical instruments,
pictures, photos;
23. costs where a claim has been paid under any other section within this Policy;
24. lost or stolen cryptocurrency;
25. loss of any electronic data or software.
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Section H - Hijack Cover
Not all benefits listed within this cover section are available for all plans. Please refer to the Schedule of
Benefits within this Policy to confirm the cover and limits for the plan You have chosen.
What We Cover
In the event of Hijacking
If during the Period of Insurance and whilst You are on a Trip, Your Public Transport is Hijacked by persons
using violence or threat of violence and You are detained in excess of 24 hours as a result of a Hijack, We will
pay costs for:
a) a return economy airfare; and
b) extra accommodation (room-only) for each 24-hour period;
for Your Close Relatives to travel to and stay at the location of the Hijacking, up to the maximum relevant
cover section limit inclusive of sub-limits as shown in the Schedule of Benefits.
Terms and Conditions applicable to Hijack Cover
1. Payment and cover start after the first 24 hours from the time a government authority had been notified
of the Hijacking.
2. We will not act as Your negotiator or intermediary or advise You or any person in dealing with the
Hijackers.
Exclusions applicable to Hijack Cover
Please also refer to the General Exclusions Applicable to All Sections within this Policy.
We will not pay for or reimburse any costs arising from or relating to:
1. Hijacking from a member of Your family, Close Relative or Travelling Companion.
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Section I - Kidnap Cover
Not all benefits listed within this cover section are available for all plans. Please refer to the Schedule of
Benefits within this Policy to confirm the cover and limits for the plan You have chosen.
What We Cover
In the event of Kidnap
If during the Period of Insurance and whilst You are on a Trip, You are Kidnapped, We will pay costs for:
a) a return economy airfare; and
b) extra accommodation (room-only) for each 24-hour period
for Your Close Relatives to travel to and stay at the location of the Kidnapping, up to the maximum relevant
cover section limit inclusive of sub-limits as shown in the Schedule of Benefits.
Terms and Conditions applicable to Kidnap Cover
1. Payment and cover start after the first 24 hours from the time a government authority had been notified
of the Kidnapping.
2. We will not act as Your negotiator or intermediary or advise You or any person in dealing with the
Kidnappers.
Exclusions applicable to Kidnap Cover
Please also refer to the General Exclusions Applicable to All Sections within this Policy.
We will not pay for or reimburse any costs arising from or relating to:
1. Kidnapping from a member of Your family, Close Relative or Travelling Companion;
2. Your contractual obligations or any obligation for payment.
American Express Travel Insurance Product Disclosure Statement (PDS), Australia. Published 07/2022
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Section J - Personal Liability Cover
Not all benefits listed within this cover section are available for all plans. Please refer to the Schedule of
Benefits within this Policy to confirm the cover and limits for the plan You have chosen.
What We Cover
If during the Period of Insurance and while on a Trip, You become unintentionally legally liable to pay
compensation to someone (other than a member of Your family, a Close Relative or a Travelling Companion)
as a result of:
a) an Injury or death to that person; or
b) accidental physical damage or loss to someone else’s tangible property
We will pay or reimburse costs up to the maximum relevant cover section limit inclusive of sub-limits as
shown in the Schedule of Benefits for:
a) Your legal costs;
b) damages that are recoverable from You;
c) costs that are incurred with Our consent (which will not be unreasonably withheld or delayed);
d) costs for legal representation at any coroner’s inquest or fatal accident inquiry or in a court of
summary jurisdiction.
Terms and Conditions applicable to Personal Liability Cover
1. You must not admit liability, negotiate, make any promise, payment or settlement without Our prior
written consent (which will not be unreasonably withheld, delayed or conditioned).
2. You must as soon as You receive them, send Us every letter, claim, writ, summons, process, notice of
any prosecution or inquest that relates to, or may give rise to, liability.
3. We may at any time make full and final settlement of any claim at Our cost up to the maximum limit as
shown in the Schedule of Benefits pursuant of this Personal Liability Cover. If We do so, We will have
no further liability in respect of such Event or Events except for the payment of costs and expenses
incurred prior to the date of settlement.
4. We may make any investigation We deem necessary.
Exclusions applicable to Personal Liability Cover
Please also refer to the General Exclusions Applicable to All Sections within this Policy.
We will not pay for or reimburse any costs arising from or relating to:
1. You intentionally incurring any liability;
2. Injury to any person who is a member of Your family, a Close Relative or Your Travelling Companion or
under a contract of service or apprenticeship with You;
3. loss of or damage to any material property belonging to You or in Your care, custody or control or
belonging to a member of Your family, a Close Relative or Your Travelling Companion or anyone under
a contract of service or apprenticeship with You. This does not apply to loss of or damage to buildings
and their contents temporarily occupied by You during a Trip;
4. liability You incur under a contract or agreement which you would not have in the absence of such
contract or agreement;
5. any unlawful, wilful or malicious act by You and including any assault and/or battery committed by You;
6. aggravated, exemplary or punitive damages or the payment of any fine or penalty;
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7. liability arising out of the transmission of a sexually transmittable disease or passing on an illness, virus
or disease to another person;
8. liability arising directly or indirectly out of the ownership, possession, control or use by You or on Your
behalf of:
a. mechanically propelled vehicles (including scooters), aircraft (including drones), hovercraft or
watercraft (other than non-mechanically propelled watercraft less than 10 metres in length);
b. firearms;
c. animals (other than horses and domestic pets);
9. injury or loss of or damage to material property arising directly or indirectly from:
a. the ownership possession or occupation of land, immobile property or caravans other than as
temporary accommodation in the course of a Trip;
b. the carrying on of any trade, business or profession;
10. liability arising directly or indirectly from Excluded Sports and Activities;
11. liability arising from Snow Sports unless the option is taken.
American Express Travel Insurance Product Disclosure Statement (PDS), Australia. Published 07/2022
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Section K - Optional Add-on Rental Vehicle Excess Cover
Not all benefits listed within this cover section are available for all plans. Please refer to the Schedule of
Benefits within this Policy to confirm the cover and limits for the plan You have chosen.
You only have this cover if You have paid the additional premium for this option and it is noted on
Your Certificate of Insurance.
If You have paid for Rental Vehicle Excess cover, the Rental Vehicle Excess cover option will be shown on
Your Certificate of Insurance. General Exclusion 32 (a) is removed in its entirety and cover is available for
claims related to Rental Vehicle Excess subject to the terms, conditions and exclusions within this Policy.
What We Cover
If during the Period of Insurance and while on a Trip, You hire a Rental Vehicle:
a) for less than 30 days; and
b) pay for the comprehensive vehicle insurance option on the Rental Vehicle for the duration of the
rental period; and
Your Rental Vehicle is:
a) damaged in a motor vehicle collision; or
b) damaged by fire; or
c) maliciously damaged; or
d) stolen;
whilst in Your control or custody, We will pay or reimburse You the lesser of:
i. the Rental Vehicle Deductible You would be required to pay as part of the Rental Agreement; or
ii. the Rental Vehicle damage;
that You become liable to pay under the Rental Agreement, up to the maximum relevant cover section limit
inclusive of sub-limits as shown in the Schedule of Benefits.
Terms and Conditions applicable to Rental Vehicle Excess Cover
1. Claims involving Rental Vehicle Excess are not covered under this Policy. If You would like to be
covered for Rental Vehicle Excess while on a Trip, You will need to purchase cover and pay the
additional premium for the Rental Vehicle Excess cover option before the Start Date of the Policy.
2. You must be the nominated driver or specified driver under the Rental Agreement.
3. You must have a valid international driving licence or a driver’s licence that permits You to legally drive
the Rental Vehicle.
4. You have paid for comprehensive vehicle insurance on the Rental Vehicle for the duration of the rental
period that is within the Period of Insurance.
5. Cover will take effect from the time You take legal control of the Rental Vehicle and will cease at the
time the Rental Company assumes control of the Rental Vehicle whether at its business location or
elsewhere.
6. Claims will not be paid in respect of expenses to the extent that they are assumed, waived or paid by
the Rental Company or its insurers.
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7. In the event You have a claim, You must provide a copy of:
a. Your Rental Agreement;
b. any incident report that was completed.
8. Losses will not be paid in respect of any property or expenses insured under another policy or any
claim, which should be recoverable under any other insurance.
Exclusions applicable to Rental Vehicle Excess Cover
These Rental Vehicle Excess exclusions together with the General Exclusions apply when this option is
purchased.
Please also refer to the General Exclusions Applicable to All Sections within this Policy.
We will not pay for or reimburse any costs arising from or relating to:
1. the rental of trucks, mini buses, buses, trailers, caravans, campervans, motorcycles, mopeds,
motorbikes, motor homes, scooters or bicycles;
2. use of the Rental Vehicle in, or in training for, racing competitions, trials, rallies or speed testing;
3. operation of the Rental Vehicle in violation of the terms of the Rental Agreement;
4. where You are not a nominated driver or specified driver under the Rental Agreement;
5. where You do not have an appropriate and a valid driving licence giving You legal rights to drive;
6. anyone who is not a Covered Person;
7. damage sustained whilst driving on an un-sealed or private road;
8. any administration costs, petrol, loss of use penalties or fines;
9. atmospheric or climatic conditions, wear and tear (damage that occurs naturally and inevitably as a
result of normal wear or ageing), vermin, insects, rodents or any process of cleaning, repairing,
restoring or alteration;
10. any damage that results in You filling the vehicle with inappropriate petrol or petrol that is not specified
by the manufacturer;
11. any pre-existing damage.
American Express Travel Insurance Product Disclosure Statement (PDS), Australia. Published 07/2022
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Section L - Optional Add-on Snow Sports Cover
Not all benefits listed within this cover section are available for all plans. Please refer to the Schedule of
Benefits within this Policy to confirm the cover and limits for the plan You have chosen.
You only have this cover if You have paid the additional premium for this option and it is noted on
Your Certificate of Insurance.
What We Cover
If You have paid for Snow Sports cover, the Snow Sports cover option will be shown on Your Certificate of
Insurance. General Exclusion 32 (b) is removed in its entirety and cover is available for claims related to
Snow Sports subject to the terms, conditions and exclusions within this Policy.
Specific Definitions under Snow Sports Cover
Off-Piste means taking place or situated away from a marked trail or slope prepared for the purpose of skiing
or snowboarding and outside the boundary of the ski field or ski resort.
Terms and Conditions applicable to Snow Sports Cover
Claims involving Your participation in snow skiing, snowboarding, tobogganing or snowmobiling are not
covered under this Policy as standard. If You would like to be covered for snow skiing, snowboarding,
tobogganing or snowmobiling while on a Trip, You will need to purchase cover and pay the additional
premium for the Snow Sports cover option before the Start Date (start of Your Trip) of the Policy.
This cover is subject to the terms, conditions, limits, excesses and exclusions detailed in each applicable
section.
Exclusions applicable to Snow Sports Cover
These Snow Sports exclusions together with the General Exclusions apply when this option is purchased.
Please also refer to the General Exclusions Applicable to All Sections within this Policy.
We will not pay for or reimburse any costs arising from or relating to:
1. heli-skiing/snowboarding;
2. cross-country skiing;
3. snow skiing, snowboarding, tobogganing or snowmobiling that is Off-Piste or backcountry;
4. any racing of any kind;
5. where You are participating in a sporting event where any participant receives or is eligible to receive
an appearance fee, wage, salary or prize money in excess of $1,000. Participation includes training for,
coaching or otherwise competing in that sporting event.
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Section M - Optional Add-on Cruise Cover
Not all benefits listed within this cover section are available for all plans. Please refer to the Schedule of
Benefits within this Policy to confirm the cover and limits for the plan You have chosen.
You only have this cover if You have paid the additional premium for this option and it is noted on
Your Certificate of Insurance.
What We Cover
If You have paid for Cruise Cover, the Cruise Cover option will be shown on Your Certificate of Insurance.
General Exclusion 32 (c) is removed in its entirety and cover is available for claims related to Cruise travel
subject to the terms, conditions and exclusions within this Policy.
Terms and Conditions applicable to Cruise Cover
Claims directly relating to any Cruise travel or that arise from a Cruise are not covered under this Policy. If
You would like to be covered for Cruise travel while on a Trip, You will need to purchase cover and pay the
additional premium for Cruise Cover option before the Start Date on Your Certificate of Insurance.
This cover is subject to the terms, conditions, limits, excesses and exclusions detailed in each applicable
section.
Please also consider the General Exclusions that apply to All Sections within this Policy.
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General Exclusions Applicable to All Sections
We will not cover losses, pay or reimburse any costs, under any section of this Policy which are recoverable
from any other source, or arising from:
1. You or any other person having a change in mind and deciding not to start a Trip, continue with the Trip
or any other disinclination to travel;
2. circumstances when after the Issue Date on Your Certificate of Insurance, You start a Trip against the
following advice:
i. when an Australian State or Territory or the Australian Federal Government or an Australian
government agency (such as DFAT) have issued a travel advisory warning, advising You to ‘Do
Not Travel’ or that borders are closed, for the destination You planned to travel to. Please refer to
who.int, smartraveller.gov.au, dfat.gov.au or other government sites for further information. This
exclusion applies even if You have been granted a travel exemption by an Australian State or
Territory, the Australian Federal Government or an Australian government agency (such as
DFAT) to travel; or
ii. when a Doctor has deemed You unfit to travel;
3. any Pre-existing Medical Conditions (except under Section E - Resumption of Long Overseas Trip
Cover, 2 - Returning to Australia for a Close Relative with a Pre-Existing Medical Condition);
4. You, a Travelling Companion’s or Close Relative’s Terminal Illness which was diagnosed before the
Issue Date on Your Certificate of Insurance;
5. where You:
i. are 80 years of age or older before the Issue Date on Your Certificate of Insurance; and/or
ii. have not started and ended Your Trip in Australia; and/or
iii. are not a Resident of Australia;
6. any costs arising directly from You being unfit to travel if You knew, or a reasonable person in Your
circumstances would have known, that You were unfit to travel whether or not You had sought medical
advice;
7. a Domestic Trip where You do not stay at the destination for at least 1 night and/or that is less than
150-kilometre radius from Your Home;
8. being under the influence of alcohol, where You have a recorded blood alcohol concentration (BAC)
greater than the limit prescribed by the applicable governing authority whilst operating a motor vehicle,
or at all other times having recorded a blood alcohol concentration (BAC) greater than 0.10%;
9. taking of any drug, medication, narcotic or hallucinogen, unless as prescribed by a Doctor and taken in
accordance with the prescription and doctors’ advice but is not for the treatment of addiction to illegal
drugs;
10. the consumption of alcohol in combination with any drug or medication;
11. Your intentionally self-inflicted injury, suicide, self-destruction or any attempt thereof;
12. Your participation, involvement or taking part in Excluded Sports and Activities while on a Trip;
13. any unlawful, wilful or malicious act by You and including any assault and/or battery committed by You;
14. any costs where You are participating in a sporting event where any participant receives, or is eligible to
receive, an appearance fee, wage, salary or prize money in excess of $1,000. Participation includes
training for, coaching or otherwise competing in that sporting event;
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15. travel into hazardous work sites (e.g. underwater, mines, construction sites, oilrigs, etc.);
16. any costs with respect to Cuba;
17. declared or undeclared war, civil war, rebellion, revolution, insurrection, military or usurped power or
any act thereof; however, any act committed by an agent of any government, party or faction engaged
in war, hostilities or other warlike operations provided such agent is acting secretly and not in
connection with any operation of armed forces (whether military, naval, or air forces) in the country
where the injury occurs shall not be deemed an act of war;
18. service in the military, naval or air service of any country except Australia where cover applies for
Cancellation, Curtailment or Trip Change under Section A - Trip Cancellation and Amendment Cover
(specified Event number 4);
19. participation in any military, police or fire-fighting activity;
20. activities undertaken as an operator or crew member of any transport provider;
21. flying in military aircraft or any aircraft which requires special permits or waivers;
22. commission of or attempt to commit an illegal act by or on behalf of You or Your beneficiaries. This
exclusion does not apply to any Covered Person who is not the perpetrator of any such illegal act, or
who did not know of or condone any such act;
23. direct or indirect, actual, alleged or threatened discharge, dispersal, seepage, migration, escape,
release of or exposure to any hazardous biological, chemical, nuclear or radioactive material, gas,
matter or contamination;
24. the refusal, failure or inability of any person, company or organisation, including but not limited to a
travel agent, tour operator, accommodation provider, airline or other carrier, vehicle rental agency or
any other travel or tourism services provider to provide services or accommodation due to their
Insolvency or the Insolvency of any person, company or organisation they deal with;
25. an act of Terrorism except for when such Event occurs under the following cover in Sections; Section B
- Overseas Medical Emergency Expenses Cover, Section H - Hijack Cover or Section I - Kidnap Cover
of this Policy;
26. any loss of enjoyment or any financial loss not specifically covered in within this Policy;
27. any loss which is recoverable by compensation under any other workers compensation act, transport
accident laws or any other similar legislation or by Government sponsored fund, plan, medical benefit
scheme required to be affected by or under a law;
28. an epidemic, pandemic or outbreak of an infectious disease or virus or any derivative or mutation of
such viruses (or arising directly or indirectly from these) or the threat, or perceived threat, of any of
these. Without limitation to the foregoing, and except for the cover provided under specified Event 1 in
Section A and in Section B, this Policy does not cover, and We will not pay for claims of any kind
directly arising from, relating to or in any way connected with the COVID-19 (or any mutation or
variation thereof) and/or its outbreak;
29. any costs in relation to You being required to be quarantined except where You have a valid Trip
Change or Curtailment claim under specified Event 1 of Section A and incur reasonable additional
travel or accommodation expenses resulting from the quarantine;
30. You are riding a motorcycle:
a) without wearing a helmet (either as a driver or passenger);
b) as a driver without being licensed in both Australia and in the country of travel to drive such a
motorcycle;
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c) whilst racing or participating in a professional capacity or motocross;
31. pregnancy in the following circumstances:
a) for any Pre-Existing Medical Condition;
b) for any past medical condition(s) relating to a previous pregnancy or if You have experienced
pregnancy complications prior to the Issue Date on Your Certificate of Insurance;
c) for any costs under Section B - Overseas Medical Emergency Expenses Cover after the end of
the 23rd week of Your pregnancy, which is calculated from the last known date of Your menstrual
period or calculated from staging ultrasound and is not otherwise excluded within this Policy;
d) for any costs under Section B - Overseas Medical Emergency Expenses Cover arising from
childbirth or the health of a newborn child. This exclusion applies irrespective of the stage of
pregnancy at which the child is born. Meaning a newborn (whether premature or otherwise) is not
considered a Covered Person under the policy if the child was born on the Trip;
e) for any costs under Section B - Overseas Medical Emergency Expenses Cover arising from or
relating to an abortion, unless this is to save life of the mother following an Injury or Illness;
f) for any costs under Section B - Overseas Medical Emergency Expenses Cover arising from
fertility treatment or treatment associated with an assisted reproduction program including but not
limited to, in vitro fertilisation (IVF);
32. any costs in respect to Optional Add-On Covers:
a) Rental Vehicle Excess Cover;
b) Snow Sports Cover;
c) Cruise Cover;
unless the option is purchased and paid for before the Start Date on Your Certificate of Insurance.
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How Do I Make a Claim?
Overseas emergency - Call Chubb Assistance on +61 2 8907 5666.
Non-emergency - Making a claim is quick and easy: in 4 steps You can submit Your claim online by visiting
the Chubb Claims Centre www.chubbclaims.com.au.
What will I need to submit a claim online?
You (or Your representative) will need to provide:
1. Your Policy number as shown on Your Certificate of Insurance, which enables Us to verify Your Policy
details. If You cannot locate Your Policy number, please call 1800 139 149.
2. Your email address.
3. Your contact information, which allows Us to give You real-time updates on Your claim status or contact
You for additional information.
4. Supporting documents. The documents reasonably required vary based on claim type, but may include
any relevant:
• medical or doctors’ reports;
• receipts or other proof of expenses;
• proof of earnings that are being claimed;
• reports that have been obtained from the police, accommodation provider or transport provider
(including an airline) about the loss, theft or damage;
• photographs or quotes. Please attach these to Your online submission to expedite assessment;
• additional evidence that We may request and which is in Your control to enable Us to assess
Your claim; and
• Intended payee information, which allows Us to quickly make approved payments.
What should I do before I submit a claim?
1. Take all reasonable steps to mitigate any further losses or unreasonable and unnecessary expenses,
including notifying Chubb Assistance as soon as practically possible, if You are admitted to hospital or
You anticipate medical or additional accommodation or travel expenses.
2. Claims for loss, theft or criminal damage must be reported to the local police and a written report
obtained where reasonably practicable. If a written report is not provided, You must provide evidence
that You have taken reasonable steps to report the loss, theft or criminal damage including details of
the time and place You made the report, and the name and contact details of who You reported the
loss, theft or criminal damage to (to the extent such details are within Your power to provide).
When should I notify Chubb of my claim?
You should advise Us as soon as possible of an occurrence or an Event which could lead to a claim, or within
30 days of the Event taking place which gives rise to a claim, or as soon as reasonably practical.
Will I need to undertake a medical examination?
If required and to enable Us to confirm if some of the benefits sections within the Policy respond or continue
to respond to an Event, We may need to arrange for You to undertake a medical examination at Our expense
when and as often as We may reasonably require.
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57
Can I claim under this Policy if I can claim for the same expense under another insurance Policy e.g.
my private health insurance?
If You wish to submit Your claim under this Policy, please advise Us if You have already made a claim under
any other insurance policies or tell Us if You have any insurance policies in place which might respond to
Your loss. As a general rule, the amount You can recover for Your expenses under this Policy or any other
policies cannot exceed Your expenses.
Can I claim expenses that I have incurred in obtaining evidence to submit with my claim?
No, expenses incurred by You in obtaining evidence for Us to assess Your claim cannot be claimed as an
expense under this Policy. These expenses are payable by You.
Can I admit liability if an Event occurs which may give rise to a claim?
No, You (or Your legal representative) should not make any offer, promise of payment or admit any liability
without written consent from Us. You should request the claim against You be put in writing.
Do I need to help Chubb make recoveries for any amounts paid under the Policy?
Yes, You may need to help Us to make recoveries of any amounts that We pay You under Your Policy. We
have the right to sue under any other party in Your name to recover money payable or paid under the Policy,
or to choose to defend any action brought against You. You must provide reasonable assistance to Us in this
regard.
How long will it take for my claim to be assessed?
Once all evidence to support Your claim has been submitted, if We approve Your claim, We will settle Your
claim within f5 business days.
If my claim is approved, how long will it take for me to receive payment?
Once We have approved Your claim, if there is an associated payment due to You, We will issue the payment
within 5 business days.
If I die, will my estate be able to claim under the Policy?
Yes, if Your Policy provides cover in the event of Your death, Your estate will be able to make a claim under
the Policy.
I don’t have internet access / an email address to submit my claim online; can I still submit a claim?
Yes, however this may increase the time taken to assess Your claim. You can call Us on 1800 139 149 to
request a claim form to be mailed out to You which can then be mailed back to Us. Hours of operation:
8:30am to 5pm Monday to Friday.
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Duty of Disclosure
Your Duty of Disclosure
Before You enter into this contract of insurance, You have a duty of disclosure under the Insurance Contracts
Act 1984.
The duty applies until We first agree to insure You, and where relevant, until We agree to any subsequent
variation, extension, reinstatement or renewal (as applicable).
A consumer insurance contract
This policy is a 'consumer insurance contract' as it is, wholly or predominantly, for personal, domestic or
household purposes.
Answering Our questions
In all cases, if We ask You questions that are relevant to Our decision to insure You and on what terms, You
have a duty to take reasonable care not to make a misrepresentation when answering the questions.
It is important that You understand You are answering Our questions in this way for Yourself and anyone else
that You want to be covered by the contract.
Variations, extensions and reinstatements
For variations, extensions and reinstatements, You have a duty to take reasonable care not to make a
misrepresentation when answering the questions.
Renewal
Where We offer renewal, We may, in addition to or instead of asking specific questions, give You a copy of
anything You have previously told Us and ask You to tell Us if it has changed. If We do this, You must tell Us
about any change or tell Us that there is no change.
If You do not tell Us about a change to something You have previously told Us, You will be taken to have told
Us that there is no change.
What You do not need to tell Us
You do not need to tell Us anything that:
• reduces the risk We insure You for; or
• is common knowledge; or
• We know or should know as an insurer; or
• We waive Your duty to tell Us about.
If You do not tell Us something
If You do not tell Us anything You are required to tell Us, We may cancel Your contract or reduce the amount
We will pay You if You make a claim, or both.
If Your failure to tell Us is fraudulent, We may refuse to pay a claim and treat the contract as if it never
existed.
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59
Privacy Statement
In this Statement, We, Our and Us means Chubb Insurance Australia Limited (Chubb).
You and Your refers to Our customers and prospective customers as well as those who use Our Website.
This Statement is a summary of Our Privacy Policy and provides an overview of how We collect, disclose and
handle Your Personal Information. Our Privacy Policy may change from time-to-time and where this occurs,
the updated Privacy Policy will be posted to Our website.
Chubb is committed to protecting Your privacy. Chubb collects, uses and retains Your Personal Information in
accordance with the requirement of the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs),
as amended or replaced from time-to-time.
Why We collect Your Personal Information
The primary purpose for Our collection and use of Your Personal Information is to enable Us to provide
insurance services to You.
Sometimes, We may use Your Personal Information for Our marketing campaigns and research, in relation to
new products, services or information that may be of interest to You.
How We obtain Your Personal Information
We collect Your Personal Information (which may include sensitive information) at various points including,
but not limited to, when You are applying for, changing or renewing an insurance policy with Us or when We
are processing a claim. Personal Information is usually obtained directly from You, but sometimes via a third
party such an insurance intermediary or Your employer (e.g., in the case of a group insurance policy). Please
refer to Our Privacy Policy for further details.
When information is provided to Us via a third party We use that information on the basis that You have
consented or would reasonably expect Us to collect Your Personal Information in this way. We take
reasonable steps to ensure that You have been made aware of how We handle Your Personal Information.
When do We disclose Your Personal Information?
We may disclose the information We collect to third parties, including:
• the policyholder (where the insured person is not the policyholder, i.e. group policies);
• service providers engaged by Us to carry out certain business activities on Our behalf (such as claims
assessors, call centres in Australia, online marketing agency, etc);
• intermediaries and service providers engaged by You (such as current or previous brokers, travel
agencies and airlines);
• government agencies (where We are required to by law);
• other entities within the Chubb group of companies such as the regional head offices of Chubb located
in Singapore, UK or USA (Chubb Group of Companies); and
• third parties with whom We (or the Chubb Group of Companies) have sub-contracted to provide a
specific service for Us, which may be located outside of Australia (such as in the Philippines or USA).
These entities and their locations may change from time-to-time. Please contact Us, if You would like a
full list of the countries in which these third parties are located.
In the circumstances where We disclose Your Personal Information to the Chubb Group of Companies, third
parties or third parties outside Australia We take steps to protect Personal Information against unauthorised
disclosure, misuse or loss.
Your decision to provide Your Personal Information
In dealing with Us, You agree to provide Us with Your Personal Information, which will be stored, used and
disclosed by Us as set out in this Privacy Statement and Our Privacy Policy.
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Access to and correction of Your Personal Information
Please contact Our customer relations team on 1800 815 675 or email CustomerService.AUNZ@chubb.com
if You would like:
• a copy of Our Privacy Policy, or
• to cease to receive marketing offers from Us or persons with whom We have an association.
To request access to, update or correct Your Personal Information held by Chubb, please complete this
Personal Information request form and return it to:
Email: CustomerService.AUNZ@chubb.com
Fax: + 61 2 9335 3467
Address: GPO Box 4907
Sydney NSW 2001
Further information request
If You would like more information about how We manage Your Personal Information, please review Our
Privacy Policy for more details, or contact:
Privacy Officer
Chubb Insurance Australia Limited
GPO Box 4907
Sydney NSW 2001
+61 2 9335 3200
Privacy.AU@chubb.com
How to make a complaint
If You are not satisfied with Our organisation, services, Our response to Your enquiry, or You have any
concerns about Our treatment of Your Personal Information or You believe there has been a breach of Our
Privacy Policy, or You are not satisfied with any aspect of Your relationship with Chubb and wish to make a
complaint, please contact Our Complaints and Customer Resolution Service (CCR Service) by post, phone,
fax, or email, (as below):
Complaints and Customer Resolution Service
Chubb Insurance Australia Limited
GPO Box 4065
Sydney NSW 2001
P +61 2 9335 3200
F +61 2 9335 3411
E complaints.AU@chubb.com
For more information, please read Our Complaints and Customer Resolution policy.
Complaints and Dispute Resolution Process
We understand that You could be dissatisfied with Our organisation, Our products and services, or the
complaints handling process itself. We take all Our customer's concerns seriously and have detailed below
the complaints process that You can access.
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Complaints and Customer Resolution Service
Contact Details
If You are dissatisfied with any aspect of Your relationship with Chubb including Our products or services and
wish to make a complaint, please contact Our Complaints and Customer Resolution Service (CCR Service)
by post, phone, fax, or email, (as below):
Complaints and Customer Resolution Service
Chubb Insurance Australia Limited
GPO Box 4065
Sydney NSW 2001
P +61 2 9335 3200
F +61 2 9335 3411
E complaints.AU@chubb.com
Our CCR Service is committed to reviewing complaints objectively, fairly and efficiently.
Process
Please provide Us with Your claim or policy number (if applicable) and as much information as You can about
the reason for Your complaint.
Our response
We will acknowledge receipt of Your complaint within one (1) business day of receiving it from You, or as
soon as practicable. Following acknowledgement, within two (2) business days We will provide You with the
name and relevant contact details of the CCR Service team member who will be assigned to liaise with You
regarding Your complaint.
We will investigate Your complaint and keep You informed of the progress of Our investigation at least every
ten (10) business days and will make a decision in relation to Your complaint in writing within thirty (30)
calendar days. If We are unable to make this decision within this timeframe, We will provide You with a
reason for the delay and advise of Your right to take Your complaint to the Australian Financial Complaints
Authority (AFCA) as detailed below, subject to its Rules. If Your complaint falls outside the AFCA Rules, You
can seek independent legal advice or access any other external dispute resolution options that may be
available to You.
To the extent allowable at law, if You request copies of the information We relied on to make a decision about
Your complaint, We must provide it within ten (10) business days of Your request. Please see the General
Insurance Code of Practice 2020 (codeofpractice.com.au) or contact Us for further details.
Please note that if We have resolved Your complaint to Your satisfaction by the end of the fifth (5th) business
day after We have received it, and You have not requested that We provide You a response in writing, We
are not required to provide a written response. However, this exemption does not apply to complaints
regarding a declined claim, the value of a claim, or about financial hardship.
External Dispute Resolution
If You are dissatisfied with Our complaint determination, or We are unable to resolve Your complaint to Your
satisfaction within thirty (30) days, You may refer Your complaint to AFCA, subject to its Rules.
AFCA is an independent external dispute resolution scheme approved by the Australian Securities and
Investments Commission (ASIC). We are a member of this scheme and We agree to be bound by its
determinations about a dispute. AFCA provides fair and independent financial services complaint resolution
that is free to consumers.
You may contact AFCA at any time at:
Australian Financial Complaints Authority
GPO Box 3
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Melbourne VIC 3001
P 1800 931 678 (free call)
F +61 3 9613 6399
E info@afca.org.au
W www.afca.org.au
Time limits may apply to complain to AFCA and so You should act promptly or otherwise consult the AFCA
website to find out if or when the time limit relevant to Your circumstances expires.
Financial Claims Scheme
We are an insurance company authorised under the Insurance Act 1973 (Cth) (Insurance Act) to carry on
general insurance business in Australia by the Australian Prudential Regulation Authority (APRA) and are
subject to the prudential requirements of the Insurance Act.
The Insurance Act is designed to ensure that, under all reasonable circumstances, financial promises made
by Us are met within a stable, efficient and competitive financial system.
Because of this We are exempted from the requirement to meet the compensation arrangements Australian
financial services licensees must have in place to compensate retail clients for loss or damage suffered
because of breaches by the licensee or its representatives of Chapter 7 of the Corporations Act 2001 (Cth).
We have compensation arrangements in place that are in accordance with the Insurance Act.
In the unlikely event that We were to become insolvent and were unable to meet Our obligations under the
Policy, a person entitled to claim may be entitled to payment under the Financial Claims Scheme. Access to
the Scheme is subject to eligibility criteria. Please refer to www.fcs.gov.au for more information.
General Insurance Code of Practice
We are a signatory to the General Insurance Code of Practice (Code). The objectives of the Code are to
further raise standards of service and promote consumer confidence in the general insurance industry.
Further information about the Code and Your rights under it is available at codeofpractice.com.au and on
request. As a signatory to the Code, We are bound to comply with its terms. As part of Our obligations under
Parts 9 and 10 of the Code, Chubb has a Customers Experiencing Vulnerability & Family Violence Policy
(Part 9) and a Financial Hardship Policy (Part 10). The Code is monitored and enforced by the Code
Governance Committee.
Sanctions
This insurance does not apply to the extent that trade or economic sanctions or other laws or regulations
prohibit us from providing insurance, including, but not limited to, the payment of claims. All other terms and
conditions of the policy remain unchanged.
Chubb is a subsidiary of a US company and Chubb Limited, a NYSE listed company. Consequently, Chubb is
subject to certain US laws and regulations [in addition to EU, UN and national sanctions restrictions] which
may prohibit it from providing cover or paying claims to certain individuals or entities or insuring certain types
of activities related to certain countries such as but not limited to Iran, Syria, North Korea, North Sudan,
Crimea and Cuba.
American Express Travel Insurance Product Disclosure Statement (PDS), Australia. Published
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