Frequently Asked Questions

Below is a list of Frequently Asked Questions. Simply click the arrowed button next to each question to show the answer.

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If you are an Australian permanent resident and are undertaking travel to an overseas destination, or travelling within Australia including Lord Howe Island, Cocos Island, Christmas Island, and intend to return to Your home in Australia upon completion of your Trip, You will be eligible to apply for cover under a Good2GoTravel Insurance policy (underwritten by AIG Australia Limited, ABN 93 004 727 753, AFSL 381686, trading in Australia as AIG).

Children under 25 years of age who are financially dependent upon You and travelling with You, are covered free of charge on International, Annual and Domestic Comprehensive products.

 

International Travellers aged under 70 – The Works

Single Cover - This will provide cover for 1 adult plus any of his or her financially dependent children or grandchildren under 25 years travelling with him or her and named on the Certificate of Insurance.

Family Cover - This will provide cover for any 2 adults named on the Policy travelling together, includes spouse, de facto or adult Travelling Companion. This will also cover financially dependent children or grandchildren aged under 25 years travelling with them and named on the Certificate of Insurance.

International Travellers aged 59 and under – Essentials

Single Cover - This will provide cover for 1 adult plus any of his or her financially dependent children or grandchildren under 25 years travelling with him or her and named on the Certificate of Insurance.

Duo Cover - This will provide cover for 2 adults who are travelling together and named on the Certificate of Insurance.

Family Cover - This will provide cover for any 2 adults named on the Policy travelling together, includes spouse, de facto or adult Travelling Companion. This will also cover financially dependent children or grandchildren aged under 25 years travelling with them and named on the Certificate of Insurance.

For the purpose of clarity, travelling together means travelling on the same itinerary including departing and returning at the same time.

The Policy Holder must be between 18 and 69 years of age and needs to be included in the cover as an Insured Person.

For Domestic Traveller aged under 70 – The Works

1. Domestic Comprehensive Cover

Single Cover - The Policy covers You and Your financially dependent children or grandchildren, who are all under 25 years of age, who travel with You.

Family Cover - The Policy covers You and Your financially dependent children or grandchildren, who are all under 25 years of age, plus Your spouse, de facto partner of either gender or any adult Travelling Companion named in the Certificate of Insurance all of who must travel with You.

The Policy Holder must be between 18 and 69 years of age and needs to be included in the cover as an Insured Person.

2. Domestic Cancellation and Emergency Expenses Cover

You can nominate up to 10 additional insured persons per policy. Premium is based on a per fare-paying person basis. The Policy Holder must be between 18 and 69 years of age and needs to be included in the cover as an Insured Person.

For International and Domestic Travellers aged 70+

Single Cover - The Policy covers You and Your financially dependent children or grandchildren, who are all under 25 years of age, who travel with You.

Family Cover is not available for travellers aged 70+

For Frequent Travellers aged under 70 – The Works

Single Cover - The Policy covers You and Your financially dependent children or grandchildren, who are all under 25 years of age, who travel with You.

Family Cover – This Policy covers each named Adult for travel without the other. Any financially dependent children that are listed on the policy will require their own policy should they be travelling without the listed Adults.

 

Yes - Good2Go Mature Age Travel Insurance is available and valid only for travellers aged 70 years and over at the date of departure.

Your policy can be issued online without the need for prior authorisation if:

• You are aged between 70 and 84 years at date of departure; and

• You selected the plan specified for Your major destination; and

• Your required policy duration falls within the table below.

Mature Age Plans

Age Bracket

  70-74 years 75-79 years 80-84 years
International Plan Policy durations available online
Platinum 1-90 days 1-56 days 1-32 days
Gold 1-90 days 1-56 days 1-32 days
Silver 1-90 days 1-56 days 1-32 days
Bronze 1-180 days 1-180 days 1-32 days
Domestic Plan  
Domestic 1-35 days 1-35 days 1-35 days

If you require cover outside of the above conditions, you will need to contact us for an assessment. Please call 1800 008 473 and speak to our Medical Assessments Desk. They will need to know your age, destination and dates of travel. Once the assessment has been completed and an acceptance number provided, you will need to purchase your policy by phone from Good2Go customer service on 1300 290 217.

If you have any existing health disorders for which you would like to apply for cover, they will take you through the process to determine whether we are able to provide you with cover for the disorder. Please click on the Medical Conditions tab, for more information about this process and associated fee.

If you decide to accept our terms of cover and our quoted premium, you may advise us over the phone and we can process your payment and issue you a policy with a certificate of insurance.

 

International Travel Plans

• You should enter the country that you will be visiting.

• If you are travelling to multiple countries, you should enter each of the countries you will be visiting.

Domestic Travel Plans

• If you are travelling domestically you should enter Australia as your destination. This includes all travel to Lord Howe Island, Cocos Island and Christmas Island.

 

This policy will not cover any loss, damage or legal liability arising directly or indirectly from Travel in, to, or through Afghanistan, Cuba, Democratic Republic of Congo, Iran, Iraq, Liberia, Sudan, or Syria.

 

You are not eligible for this insurance if you are travelling for more than 12 months. Please refer to www.findaninsurer.com.au for a list of other travel insurance providers.

 

If you have an Australian issued Good2Go Travel Insurance policy and intend to return to Australia on completion of your travel, and you are either an Australian citizen or Australian permanent resident, then you will be eligible for cover under a Good2Go Travel Insurance policy.

If you do not hold a ticket for your return journey at the time of claim, We will deduct from any claim for repatriation you may make, the cost of the fare between your last intended place of departure and Australia at the same cabin class as your initial departure fare.

 

For International and Domestic travellers

Yes you can, prior to the expiry date of Your original Policy, apply for an extension of Your original Policy by payment of the required premium.

You will be required to confirm Your travel arrangements at the time and We will review this information and Your claims history, before we decide on Your application for extended cover. Terms and conditions may apply or We may decide not to offer an extension.

Cover must not exceed a period of 12 months in total from the departure date on Your original Certificate of Insurance.

For Frequent Travellers

This is a Multi-trip Plan, you cannot extend each Trip beyond 45 days.

It is also important You understand that acceptances for Existing Health Disorders cannot be extended beyond the original expiry date as shown on Your original Certificate of Insurance.

 

Yes, if You:

a) Cancel before Your travel commences and within 14 days of purchase; and

b) Have not made any claim; and

c) Do not intend to make a claim under your policy.

You may cancel your policy by contacting Good2Go Customer Service on 1300 290 217.

We will refund your premium in full, less any non-refundable Existing Health Disorder assessment fees (where applicable).

If You cancel your policy and obtain a premium refund, it will be as though Your policy had never existed.

If You cancel Your policy outside the 14 days cooling off period or after travel commences You will not be entitled to a refund of premium.

 

If You make a claim You will be required to pay an excess. An excess is an agreed amount that is subtracted from a claim.

The nature of the excess and when it applies is described in the Policy Wording under 'Important matters about Your policy'.

THE WORKS - ANNUAL, INTERNATIONAL and DOMESTIC TRAVEL INSURANCE for Under 70

Excess Payable

For One-trip International plans $100 AUD
For Annual Multi-trip Plans $100 AUD
For One-trip Domestic plan $50 AUD

Excess Eliminator

The excess can be waived by paying the excess eliminator.

Payment of an additional $30 per International and Domestic policy and $50 for Multi Trip policies can remove all excesses payable at the time of a claim.

ESSENTIALS TRAVEL INSURANCE

EXCESS PAYABLE
Type of Excess Region A, B, C & D
Standard Policy Excess Payable on each and every claim $250 AUD
Double Standard Excess This applies if selected during the application process. $500 AUD
Non Standard Excess A specific (non-standard) excess applies to some sports and activities and the Winter Sport cover. Refer to the Table 1 - Covered Sports and Activites on pages 25-27.
If Winter Sport cover is selected refer to the Table 2 - Covered Winter Sports on page 29.

MATURE AGE - International and Domestic Travellers aged 70+

Excess Payable

For Domestic travel plan $50 AUD
International travel plans $100 AUD

Excess Eliminator

The excess can be waived by paying the excess eliminator.

 

Yes. For International and Multi Trip Travellers, the most We will pay for each item per Trip is $1000 and cameras, video cameras, laptop computers equipment and sets of golf clubs are automatically covered up to $3,000.

By paying an additional premium You can insure your personal luggage items, pairs or sets of items worth over $1,000 up to a maximum amount of $4,000 per item.

The maximum amount you can specify for all specified items under one policy is $8,000.

A set of items is treated as a single item, for example, a pair of earrings, a set of golf clubs or a camera and accessories.

 

For "The Works" - Annual, International and Domestic Travel Products Most amateur sporting and adventure activities are covered at no extra cost on ALL plans. Activities covered include snow skiing, bungee jumping, para-sailing, water skiing, white water rafting, trekking, cycling and hot air ballooning

For "Essentials" International Travel Product Most amateur sporting and adventure activities are covered at no extra cost. Activities covered include bungee jumping, para-sailing, water skiing, white water rafting, trekking, cycling and hot air ballooning. However, some activities do require additional premium. Some conditions and cover restrictions apply also, please take a look at the Table 1 - Covered Sports and Activities on pages 25-27 of the Essentials Travel Insurance Product Disclosure Statement (PDS) and Policy Wording.

 

Hunting, racing other than on foot, playing polo, professional sport, mountaineering or rock climbing using ropes or climbing equipment (other than hiking), pot holing, or travelling in international waters in a private sail vessel or privately registered sail vessel.

 

You are covered whilst Motor Cycling as a rider or passenger as long as;

(i) You or the person in control of the Motor Cycle hold a current and valid Motor Cycle license for the country the Motor Cycle is being operated in; and

(ii) if the Motor Cycle is 126cc or greater You or the person in control of the Motor Cycle hold a current and valid license for the Motor Cycle in their home country; and

(iii) at all times local road rules are being adhered to and a Motor Cycle helmet and appropriate safety gear is being worn.

 

Rental Vehicle means a passenger class motor vehicle rented or hired by You from a recognised motor vehicle rental company for the carriage of passengers and does not include caravans, Motor Cycles or any vehicle designed to be used for the carriage of commercial goods

 

You are covered for overnight travel on cruises and ferries. However, ocean yachting is excluded under the General Exclusions. Overnight boating or sailing may be considered to fall within this category of risk in some situations and therefore may be excluded. If you are unsure, please call our contact centre to determine whether your proposed activity will be covered before you travel.

Travelling on International Waters in a private sail vessel or privately registered sail vessel is excluded.

 

Please visit the medical Conditions Tab on our website to determine if you have an Existing medical condition that needs to be declared.

If you have an Existing Health Disorder you will need to call 1800 008 473 to complete an assessment. The assessment will determine whether we are able to provide you with cover for that disorder.

Please note: If the Existing Health Disorder is accepted, a non-refundable $100 administrative fee will also be charged for assessing Your application for Existing Health Disorder cover. Payment can be made by Credit Card over the phone.

 

To contact Travel Guard® in the case of an emergency from anywhere is the world, call: +60 3 2772 5592 or email Travel Guard® at auassistance@travelguard.com

Please call reverse charge where this service is available.

 

Travel Guard® are available 24 hours every day to help you and your family during a travel emergency with their dedicated and caring team of professional doctors, nurses, multilingual coordinators, travel and aviation specialists.

In the event of a medical emergency, Travel Guard® will be on the line to assist you, organise the treatment you need, keep the relevant people informed and monitor your progress until you are well and home again.

Travel Guard® has access to worldwide assistance centre services including:

• doctor and hospital referrals and appointments.

• emergency evacuations and repatriations.

• comprehensive case monitoring.

• translation/interpreter services in over 70 languages.

• assistance with lost luggage.

• credit card replacement services

• help with any other problems that may arise while you and your family are away from home.

 

If you have any further questions you would like answered, please email us enquiries@good2gotravelinsurance.com.au or call 1300 290 217 8am to 6 pm AEST Monday to Friday.

 

You must register any claim to Good2Go within 30 days after completion of Your travel.

If You need to make a claim, we will require You to:

(a) provide Us with original invoices, receipts and other vouchers relating to Your loss or expenses. It is the responsibility of the insured person to provide proof of ownership of any lost,

(b) stolen or damaged items and we are under no obligation to make payment without this proof of ownership.

(c) produce Your Certificate of Insurance.

(d) provide Us with all information We require.

Lodging you claim is easy, click here to download a claim form.

For any other enquiries in relation to entitlement to claim under this Policy, contact Good2Go Travel Insurance for assistance on: Phone: 1300 290 217

 

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You can refer to www.findaninsurer.com.au for a list of alternative travel insurance providers.