If you’re in Australia, you can call us anytime on 1300 559 867. If you’re overseas, call +61 2 8895 0699, 24 hours a day, 7 days a week. You’ll need to do this within 30 days of completing or cancelling your trip.

Medical: For medical or dental claims, we’ll need written confirmation of your illness or injury from a treating qualified doctor or dentist.

Loss or theft: We’ll need a copy of the report you lodged with the Police from the location where the loss or theft was reported, together with evidence of ownership, such as original receipts, or instruction manuals. For delay of luggage we’ll also need written confirmation from your transportation provider of the delay and the amount of compensation you are entitled to claim for the delay.

Cancellation: For cancellation or rescheduling expenses, we’ll need original receipts, plane or train tickets, or a letter from your travel agent showing any charges to re-arrange or cancel your journey, or a doctor’s certificate or letter from the airline.

In many cases we do, but you’ll need to apply to have your pre-existing medical condition covered. Usually, we can assess your application to cover a condition over the phone or online without the need to fill out any forms or to see your doctor. We also cover some conditions automatically - take a look at our Travel Insurance Product Disclosure Statement.

Yes, you can. Wherever you are in the world, you can access emergency assistance (including claims) 24 hours a day, seven days a week. If you’re in Australia, you can call (02) 8895 0699. From overseas, call +61 2 8895 0699. For email assistance while you’re away contact travelassist@cgu.com.au

Unfortunately not. Our policies must be purchased before you depart Australia and cover you from when you leave your home in Australia until you return to that home.

Yes, with HBF travel insurance you can apply for an ‘early return refund’ as long as no claims have been made on the policy and your early return is not linked to a claim.

We’ll happily extend your international travel insurance if you contact us to arrange the extension before your original policy ends. However, we cannot provide cover on an extension for any pre-existing medical or dental condition.

If you need to cancel or reschedule your trip due to unexpected circumstances, we’ll generally cover the cost of any travel you have already paid for and are unable to have refunded. We’ll also cover travel agents’ cancellation fees of up to $1000. We always recommend speaking to us to check before you cancel.

These include:

• If you, your relative, travelling companion, travelling companions’ relative or your business partner dies or becomes injured or ill. For anyone not travelling with you, this means a life-threatening accident or illness.
• If you are an employee of the state and/or federal police, fire brigade, ambulance or armed forces and your services are required due to a state of emergency being declared.
• If you are retrenched unexpectedly and not voluntarily.
• Cancellation of a wedding, conference, pre-paid concert, course, or sporting event and the sole purpose of the trip is to attend that event.