Frequently Asked Questions

Once the application has been received, our team will check the application and your policy will be issued and confirmed by email. Once you have received the email, you are covered. A copy of your documents can also be sent by post. If there are any problems with your application we will contact you.

Yes, we are authorised to complete applications with you over the phone for all our insurers

Please make cheques or money orders payable to “TIOTN Pty Ltd”.

Bonus Days extend the policy length set by the insurers. They do not extend your actual policy coverage. Bonus days are automatically calculated on our Web site. Therefore please ensure the exact date of your departure from Australia & the exact date of your return to Australia are entered correctly.

A quote can be obtained from our Web site by choosing the type of cover you require and entering your travel details. Alternatively please contact us and we can quote you over the phone and mail the application to you.

The cost and benefits vary from policy to policy. We can give you general information to help you decide but cannot advise you on whether the terms are specifically appropriate for your individual objectives, financial situation or needs.

Yes, the industry is strictly governed by The Financial Services Reform Act and all our insurance products are from reputable providers.

Excess amounts differ by insurer and plans as follows:
SureSave:
$50 Excess for Domestic plan.
$150 Excess for all other plans.
nib:
$50 for Australian Travel Plan.
$100 for International Travel Plan.
$150 for Budget Travel Plan.
$200 for Annual Multi Trip Plan.
Some plans have an option to remove the excess for an additional cost to your premium and will be shown on your online application if applicable.

"Resident of Australia" means someone who currently resides in Australia and is eligible for an Australian Medicare Card.

Under most single & family policies dependents are covered for free. Under a Duo policy dependents are not covered.

The definition of dependants differ by insurer, and are as follows for your reference:

nib:

"your children, stepchildren, grandchildren, foster children, and children for whom you are the legal guardian who are travelling with you on the same itinerary for the entire duration of your trip and at the time the Certificate of Insurance is issued are: under 25 years of age, and working less than 30 hours per week."

SureSave:

"Dependant means your children or grandchildren, or other for whom you are the legally responsible guardian, who are:

- Traveling with you on the majority of your trip; and
- Not in full time employment; and
- Under the age of 25 at the date of policy issue; and
- Named in the Certificate of Insurance

You must contact the insurers directly to make a claim. If you wish to make a claim please contact the insurer directly. Please also refer to your Emergency Assistance numbers and policy documentation provided. Contact details can be found by selecting the appropriate insurer; nib, SureSave.

Firstly, contact the insurer to see if you can resolve the complaint. Each insurer has a fully documented internal process for resolving a dispute between the consumer and the insurer, the insurer’s agent or the consumer and the insurer’s investigator or loss adjustor.
If you are not satisfied with the way the complaint has been dealt with it can also be referred to the industry’s independent external dispute resolution body, the Financial Ombudsman Service Limited, (FOS). To access the FOS process please call 1300 780 808 or write to the FOS at GPO Box 3, Melbourne VIC 3001

Yes, we use SSL to secure your data with modern encryption. After you select your policy and are sent to the secure Application Form (https:// will appear in your browser address bar). You can check the "padlock" in your browser window on the Application Form page to check the SSL Certificate is installed and encrypting your data.

If you decide you do not want the policy you have purchased, you may cancel it within 14 days (nib policies 21 days) from the date of issue on the Certificate of Insurance. You will be given a full refund of the premium paid; provided you have not started your journey and you have not nor intend to make a claim or exercise any other rights under the policy. Please contact us directly if you wish to cancel your policy.