Travel Insurance FAQs
Q: When does my policy start?
Your trip cancellation benefits start when your policy is issued. All other benefits, such as emergency medical and dental coverage, begin on the date of your departure (as listed on your policy).
Q: What if I change my mind?
If you decide you do not want your travel insurance policy, you have a 21 day cooling off period during which you may return it. As long as you have not already travelled or made a claim on the policy, you will receive a full refund — no questions asked! Need to modify or cancel your policy? Call 1300 135 769 or email us.
Q: I am going overseas for a year; can I get cover for this trip?
Depending on your age, we may provide travel insurance for travel of up to 365 days for a single trip.
Q: When will my Velocity points be added to my account?
Velocity points will be added within 2 days of departure date. If your booking was made during a campaign offering bonus points these can take up to 4 weeks to be added to your account. Please note tiering bonuses will only be awarded to members who purchase their insurance through covermore.virginaustralia.com or in conjunction with a flight through virginaustralia.com at the time of booking.
Q: What is my rental car excess cover include?
If the Rental Car is damaged or stolen whilst in your control during the Journey the policy provides cover for the lower of the Rental Car insurance excess or the repair costs to the Rental Car that You become liable to pay. The maximum benefit limit varies based on policy type. Conditions and exclusions apply however so please check your PDS for additional details and limits.
Q: If my travel plans change, how do I change my policy?
For changes to any personal details or travel dates after a booking has been made please contract Customer Service on 1300 135 769.
Q: How do I lodge a claim?
Complete an online claim
Visit https://covermore.virginaustralia.com/claims and follow the prompts; or
Fill in a claim form
Download, print and complete a claim form here.
Add receipts and other supporting documents
Follow the checklist for the supporting documents you need to send with Your completed claim.
Submit the claim online or post it
Upload your scanned documents and submit the claim online; or Post the completed claim form and original supporting documents to:
Cover-More Travel Insurance Claims Department
Mail: Private Bag 913 North Sydney NSW 2059 Australia
Email: claims_processing@covermore.com.au
We need original documents, so please hold on to your documents as we may request them. If you are posting them, keep a copy. For further assistance: Call: 1300 135 769 or +61 (0) 2 8907 5038.
You must advise Us of any claim or occurrence which may give rise to a claim as soon as possible and within 60 days of the return date shown on Your Certificate of Insurance by sending a completed claim form. If you are about to submit a claim and have exceeded the 60 day time frame, please attach a covering letter with your Online Claim submission explaining why you were unable to submit your claim within this period.
Q: Annual Multi-Trip Policies (AMT)
Q. What is an AMT?
An Annual Multi-Trip (AMT) policy provides you with 365 days of coverage from the travel start date listed on your Certificate of Insurance/your chosen first departure date when you are travelling 250km from home, or, if less than that – staying at least one night in paid accommodation with an accommodation provider. An AMT does not provide 12 months of cover for 365 days of continuous travel but for trips up to your chosen durations:
- Domestic: Unlimited trips of a maximum duration of 15 or 30 days
- International: Unlimited trips of a maximum duration of 30, 45 or 60 days
Q. When should I consider purchasing an AMT?
If you are planning on travelling 2 to 3 times or more in the next 12 months, you may want to consider purchasing an AMT policy. Having an AMT policy can save frequent travellers or those who aren’t quite sure of their travel plans time and stress as it allows for flexibility while being covered at a moment’s notice.
Q. I am not sure where I'll be travelling this year - which destination should I choose?
If you don’t have all your yearly travel plans locked in yet, select the area you will be spending the most time in.
Note: If 20% or more of any journey will be spent in the Americas or Africa, you must nominate the area including these countries as the main destination.
Q. If I’ve added a family member to the policy but they live overseas, are they covered?
No, those insured on the policy must currently live in Australia and must depart their journey from Australia.
Q. Can I add additional coverage to my policy?
Yes. You can add variations to your cover for snow sports, cruise, motorcycle and moped, and adventure activities outside of those on the standard AMT policy.
Q. Am I covered for cancellations immediately?
Yes. Cover for cancellation for the first trip starts as soon as the policy is issued/the Relevant Time displayed on the Certificate of Insurance. The policy is then valid for 12 months from the travel start date that is chosen by you and reflects on your Certificate of Insurance.
Q. Am I covered for travel close to my home?
Annual Multi Trips cover you for domestic travel, provided the destination is more than 250km way from your residential address. If the destination is less than 250km away from your home, you may still be covered providing the trip includes at least one night in paid accommodation. The overnight stay must be booked with an accommodation supplier or provider (including a hotel, Bed & Breakfast, serviced apartment or peer-to-peer service such as Airbnb).
Q. How can I purchase an AMT policy?
If this sounds like the right policy for you, you can Get a Quote and select "See annual multi-trip plans" on the plan options page.