frequently asked questions
Not sure about something? We have pulled together our most commonly asked questions below.
If you don't find the answer to your question, drop us a line at
email@example.com or phone our call centre 1300 889 077.
The answers below are a brief summary. Be sure to read the product disclosure statement to understand what is and isn't covered.
purchasing a policy
1. How long does it take to apply for a cover?
This can be done over the phone or internet in about 5 minutes with a Visa or Mastercard.
2. When do I receive confirmation that I'm covered?
As soon as you process the payment, you'll receive an automatic email to the address you nominated. That is your policy certificate which is proof of your cover.
3. How soon do I get my itrek travel insurance?
Your policy is generated as soon as your payment is processed.
4. I have purchased a policy & haven't received an email yet.
Give us a call with your policy number & we will confirm your email address and e-mail the policy certificate again for you.
5. How do I pay if I don't have a credit card?
You're able to pay by direct deposit, cheque, bank cheque, Australia Post money order. If you choose to do this, please contact our sales department first at 1300 889 077.
6. I don't know what geographical region the country I'm visiting comes under. How do I find out?
To find out which geographical region the country you are visiting is in please refer to our PDS page 6.
7. Can I purchase a policy if I've already left Australia?
No, you cannot purchase a policy after you have left Australia.
8. How much is the excess on all policies?
We have a non-removable excess of $250 for Bronze policies, and a $100 excess for all other policies which can be removed by paying an extra $25 per adult.
9. Can I go on the same policy as someone else who isn't related to me?
Yes, you don't need to be related to your travelling companion. You don't even have to live at the same address.
10. What is a dependant?
"Dependant" means your financially dependant children or grandchildren travelling with you on the Journey and who are:
- under the age of 21, or
- over the age of 21 if continuously physically or mentally incapable of self-support and unmarried during the whole Journey, or
- under the age of 25 if studying at a recognised tertiary institution.
A dependant under b. above must travel with you for the entire Journey.
11. What cover do I have for personal items under luggage?
If you choose Platinum or Gold, cover is provided for cameras (including all bags, lenses, tripods etc) up to $3000,up to $3000 for laptops (including bags etc.), $1000 for mobile phones (including PDAs & any items with phone capabilities) & $750 for all other unspecified items such as jewellery (a pair of earrings is classified as 1 item). If you're unsure if your item is covered, please contact our sales department on 1300 884 430.
12. Do you cover rental vehicle excess?
No, we don't provide cover for the excess payable for hire cars.
13. I'm having a stop over outside of my selected destination. Is this covered?
Yes, as long as the stopover is less than 48 hours. If your stop over is more than 48 hours all together, you'll need to select the higher geographical region.
14. What sporting activities are NOT covered?
We do not pay under any circumstances if:
- Your claim arises because you hunt, race (other than on foot), engage in Open Water Sailing, play polo, go mountaineering or rock climbing using ropes or climbing equipment (other than for hiking) or from professional sport of any kind, or from parachuting or hang gliding.
- Your claim arises because you dive underwater using an artificial breathing apparatus, unless you hold an open water diving licence issued in Australia or you were diving under licensed instruction.
- Your claim arises from travel in any air supported device other than as a passenger in a fully licensed aircraft operated by an airline or charter company. This exclusion does not apply to regulated or licensed ballooning.
15. Do you cover for terrorism?
In the event of an act or threat of terrorism, there is no cover under the following sections:
- Section 12 - Cancellation Fees & Lost Deposits
- Section 13 - Travel Delay
- Section 14 - Alternative Transport Expenses
Cover is available under all plans for all necessary medical/hospital expenses, including bringing you Home, unless you are travelling in Australia.
16. There are government warnings against the country I'm travelling to, am I covered?
You'll need to check the smart traveller website for travel advice. If a country is listed as "do not travel" we will not provide cover if you to travel to this country and your claim arises because you did not follow advice in the mass media or any government or other official body's warning against travel to a particular country or parts of a country. If the country is listed as anything other than "do not travel" & during your journey it changes to "do not travel", we will provide cover for you to be brought home. Please contact us if you're unsure on this subject.
17. Do you cover for pre-existing medical conditions?
Please read this section carefully.
Travel insurance only provides cover for emergency Overseas medical events that are unforeseen. Medical conditions that were pre-existing at the time of the policy being issued are not covered, unless they are a condition that we expressly agree to cover.
If you have a Pre-existing Medical Condition that is not covered by this policy, we will not pay any claims arising from, related to or associated with that condition. This means that you may have to pay for an Overseas medical emergency and any associated costs which can be prohibitive in some countries.
Pre-existing Medical Condition (or "pre-existing condition") means:
- An ongoing medical or dental condition of which you are aware, or related complication you have, or the symptoms of which you are aware;
- A medical or dental condition that is currently being, or has been investigated, or treated by a health professional (including dentist or chiropractor ) at any time, in the past, prior to policy purchase;
- Any condition for which you take prescribed medicine;
- Any condition for which you have had surgery;
- Any condition for which you see a medical specialist; or
For a full list of conditions we automatically cover provided you have not been hospitalized, including Day Surgery or Emergency Department attendance for that condition in the past 24 months, please see pages 14-16 of PDS. click here
18. When can I buy my insurance policy?
You can purchase your policy up to 12 months prior to your departure date. You can purchase your policy on the day of your departure.
19. How do I contact you from overseas?
Emergency assistance is available 24 hours a day, 365 days a year, and can be reached at +61 7 3305 7499. The (+) represents the dialling out code from whatever country you are in. Our claims department can be contacted at +61 7 3305 7499 M-F from 8:00am-5:30pm. Our sales department can be contacted at +61 2 9235 0222 from 8:00am-8:00pm M-F, 9:00am-4:00pm Saturday, and 10:00am-4:00pm Sunday. Call the international operator and reverse the charge to one of the above numbers.
20. Why is itrek such good value for money?
We sell direct to the public, we're an online based company & we pass the savings on to you. We're also 40%-50% cheaper than most travel agents.
21. Where are your offices?
Our sales office address is:
11/307 Pitt St.
Sydney NSW 2000.