Your Commonwealth Bank Gold Credit Card and Platinum Credit Card Complimentary Insurance and Guaranteed Pricing Cover For purchases on or after 1 October 2005. Gold and Platinum Credit Cards Visit our web site at commbank.com.au ADB631 Commonwealth Bank of Australia 011005 ABN 48 123 123 124 Contents Important information about all the covers in this booklet 2 Transit Accident Insurance 6 Important information about the covers provided by Zurich Australian Insurance Limited 14 Definitions and interpretations 14 Excess – what you contribute to a claim 21 Repairing or replacing damaged property/personal goods 21 Safety of your belongings 22 Reporting lost, stolen or wilfully damaged items 23 Policy exclusions – what is not covered 23 Claims procedures 26 International Travel Insurance 29 Purchase Security Insurance 53 Extended Warranty Insurance 54 Interstate Flight Inconvenience Insurance 56 (only available to Platinum Cardholders) Guaranteed Pricing Scheme 59 (only available to Platinum Cardholders) 1 Important information about all Zurich Australian Insurance Limited, ABN 13 000 296 640, AFS Licence No. 232507, of the covers in this booklet 5 Blue Street, North Sydney, NSW 2060 (‘Zurich’), is This booklet contains your Commonwealth Bank the product issuer of the following covers included in Gold Card and Platinum Card Complimentary this booklet: Insurance Policies, for purchases made on or after ■ International Travel Insurance 1 October 2005. ■ Purchase Security Insurance The covers in this booklet are only available to you if you ■ Extended Warranty Insurance have a Commonwealth Bank Gold or Platinum Credit ■ Interstate Flight Inconvenience Insurance Card. This excludes all Commonwealth Bank Business ■ Guaranteed Pricing Scheme. Card Options (including MasterCard BusinessCard, Mobil and Dulux TradeCard). For claims and/or general enquiries call 132 687, 8.00 am-5.00pm (Sydney time), Monday to Friday. These covers are automatically available but you are However, if you require personal advice, please not obliged to accept any of them. However, if you see your general insurance adviser. want to make a claim under any of these policies, you will be bound by the Definitions, Terms and Conditions, ACE Insurance Ltd, ABN 23 001 642 020, Exclusions and Claims Procedures of the policy. Therefore, AFS Licence No. 239687, of 28-34 O’Connell Street, please read this document carefully and keep it in a safe Sydney, NSW 2000 (‘ACE’) is the product issuer of place and if you require personal advice about these the Transit Accident Insurance included in this booklet. policies please see your insurance adviser. Please also For general enquiries call 1800 815 675, Monday to keep detailed particulars and proof of any loss including Friday, 8.30am-4.45pm. the sales receipt and eligible credit card account statement showing any purchases. Privacy The insurers do not hold or collect information about The product issuers you until you make an application to cover a pre-existing The Commonwealth Bank is not the product issuer medical condition or a claim is made. The insurers will, of these covers and neither it, nor any of its related however, need personal information to assess any claim corporations, guarantee or are liable to pay any of the or pre-existing medical condition application and will, in benefits under these covers. These covers are provided relevant cases, disclose personal information (other than at no additional cost to you and the Commonwealth sensitive information such as health information) to the Bank does not receive any commission or remuneration Commonwealth Bank, their service providers and in relation to them. Neither the Commonwealth Bank business partners. nor any of its related corporations are Authorised Where relevant to assess a pre-existing medical Representatives of the insurers named in the policies condition, application or claim, the insurers may also or any of their related companies. disclose personal information including sensitive information, such as health information, to medical practitioners, other health professionals, reinsurers and legal representatives. 2 3 The insurers may also disclose personal information (other decision, however, the insurers are bound to act than sensitive information such as health information) to immediately on the Insurance Ombudsman Service’s the Commonwealth Bank in order to allow the bank to decision. monitor the claims service they provide and to ensure Contact details for the Insurance Ombudsman Service you are eligible for the cover. Limited are as follows: If you do not provide the requested information, Telephone 1300 780 808 the assessment of a pre-existing medical condition Email IOS@insuranceombudsman.com.au application can not be considered or a claim may be delayed or the insurers may not accept a claim. You must assist the insurers In most cases we will give you access to your personal ■ As far as is allowed by law, you must assist the information on request. insurers to use any of the legal rights you have against a person to recover the amount they may Termination of these insurance covers pay you for a claim (e.g. if someone else has The Commonwealth Bank may terminate the covers caused the damage you claim for, the insurer can included in this booklet by giving written notification take that person to court and sue him or her for to the primary cardholders. Purchases made before damages in your name). expiry of this notification will still be eligible for the cover. ■ When making a claim you must advise the insurer Purchases made after expiry of this notification will not of the details of any other insurance under which be eligible for the cover. you are entitled to claim. Insurance Code of Practice The insurers are members of the Insurance Council of Australia Limited and subscribe to the General Insurance Code of Practice, which sets out standards of best practice. Therefore, if you are unhappy with any service issue or the settlement of a claim, you may have the matter referred to the appropriate insurer’s internal dispute resolution committee. This committee consists of senior managers who will review the decision. If you still disagree with the final decision of either insurer in regard to a service matter or an insurance claim, you can ask the Insurance Ombudsman Service Limited ABN 23 062 284 888 (within its terms of reference), to review the insurer’s decision. This is a free service provided by an independent organisation. You are not bound by the Insurance Ombudsman Service 4 5 Transit Accident Insurance ‘accident’ means any sudden and unexpected physical force, which occurs on a trip and causes an injury that This cover is available under Master Policy is described in the ‘Schedule of Benefits’. No. 01PI 524 881 issued to Commonwealth Bank of Australia, ABN 48 123 123 124 of Level 1, ‘cardholder’ means an Australian resident, to whom 48 Martin Place, Sydney, NSW 2000 (‘Commonwealth the Commonwealth Bank has issued an eligible Bank’) by ACE Insurance Ltd, ABN 23 001 642 020, credit card. AFS Licence No. 239687, of 28-34 O’Connell Street, During the period of insurance only one person is Sydney, NSW 2000 (‘ACE’). eligible to claim the benefits payable to a cardholder, Transit accident insurance is a benefit offered to eligible and other persons covered under this Policy would only Commonwealth Bank cardholders. This insurance be eligible to claim as a spouse or dependent child. provides certain accidental death and injury insurance ‘Companion Airfare Deal’ means a travel offer for cardholders who sustain an injury while riding as a available from time to time through the Commonwealth passenger in (not as a pilot, driver or crew member), or Bank, where a second travel ticket is issued to a travel boarding or alighting a plane, tourist bus, train or ferry companion for a reduced or discounted price in as outlined in this Policy. accordance with specified terms and conditions. In certain circumstances the benefits also extend ‘conveyance’ means an aircraft, vehicle, train, vessel to the cardholder’s spouse, dependent children and or other form of public transportation, that is licensed travel companion, provided they are travelling with the to carry fare-paying passengers as a regular passenger cardholder. service, operating over established routes at scheduled departure and arrival times. Taxis and/or hire vehicles The insurance provided, however, does not include are also included. benefits as prescribed under the Insurance Contract Act 1984 and is only available when, before the trip ‘dependent child/children’ means: commenced, the cost of the trip was charged to ■ all unmarried children of a cardholder from the age of the cardholder’s eligible credit card account. 0 to the age of 19 who live with the cardholder; and ■ unmarried children of a cardholder from the age Definitions of 19 to the age of 25, who are full-time students For the purposes of this cover: attending an accredited institution of higher learning in Australia, and are dependent upon the cardholder ‘act of terrorism’ means an act, including but not for their maintenance and support, and always live limited to, the use of force or violence and/or the threat with the cardholder, or live with the cardholder thereof, of any person or group(s) of persons, whether when they are not attending the accredited acting alone or on behalf of or in connection with any institution of higher learning. organisation(s) or government(s), which from its nature or context is done for, or in connection with, political, ‘eligible credit card’ means a current and valid religious, ideological or similar purposes or reasons, Commonwealth Bank Visa Gold card, Commonwealth including the intention to influence any government Bank Gold MasterCard, Commonwealth Bank Platinum and/or to put the public, or any section of the public, MasterCard or Commonwealth Bank Visa Platinum card in fear. issued for eligible credit card accounts. 6 7 ‘eligible credit card account’ means a current and valid conveyance authorised pursuant to any statute, Commonwealth Bank Visa Gold card, Commonwealth regulation, by-law or the equivalent thereof for the Bank Gold MasterCard, Commonwealth Bank Platinum transportation of passengers for hire, provided that MasterCard or Commonwealth Bank Visa Platinum card before the journey commenced the cost of the credit facility. This excludes all Commonwealth Bank journey was charged to the cardholder’s eligible Business Card Options (including MasterCard credit card account; and BusinessCard, Mobil and Dulux TradeCard). ■ a journey by the spouse and/or dependent child ‘injury’ means loss of life or bodily injury (but not an as paying passengers (not as a pilot, driver, or crew illness or sickness): member etc.) in a licensed plane, tourist bus, train, ferry or other conveyance authorised pursuant to ■ caused by an accident whilst this Policy is in force; any statute, regulation, by-law or the equivalent and thereof for the transportation of passengers for hire, ■ resulting independently of any other cause. provided that before the journey commenced the Furthermore, injury as used with reference to hand or cost of the journey was charged to the cardholder’s foot means complete severance through or above the eligible credit card account and they are wrist or ankle joint and, as used with reference to eye, accompanying the cardholder who is on a trip. means irrecoverable loss of the entire sight thereof. ‘use of the cardholder’s eligible credit card’ means ‘Instant Travel Reward’ means a 17-digit number that at least 90% of the total value (i.e. including but not that entitles the bearer to purchases at nominated limited to money and/or points) of the travel ticket (but not travel agents in accordance with specified terms departure taxes) was paid for by one, or a combination and conditions. of the following methods prior to leaving Australia: ‘spouse’ means a married or de facto spouse/partner ■ by being charged to a cardholder’s eligible credit of the cardholder who is permanently living with the card account; or cardholder at the time the trip starts. We may ask for ■ by a Travel Giftcard or Instant Travel Reward, proof of this relationship. provided this occurs within 12 months following the cardholder redeeming their Commonwealth ‘travel companion’ means a person who has been Award points for a Travel Giftcard or an Instant given a Commonwealth Bank Companion Airfare Travel Reward. Deal overseas return travel ticket (i.e. ticket from and returning to Australia). The travel companion will be Terms and conditions eligible for spouse benefits. The benefits listed under the Schedule of Benefits will ‘Travel Giftcard’ means a voucher which entitles the be paid if the cardholder, spouse or dependent child bearer to purchases at nominated travel agents in suffer a loss as a result of an injury suffered under the accordance with specified terms and conditions. circumstances specified in points 1, 2, 3 or 4 as follows: ‘trip’ means: 1. The injury is sustained on a trip while riding as a ■ a journey by the cardholder as a paying passenger passenger or boarding or alighting the plane, tourist (not as a pilot, driver, or crew member etc.) in a bus, train, ferry or other conveyance. licensed plane, tourist bus, train, ferry or other 8 9 2. The injury is sustained while riding as a passenger in ■ any act of terrorism; (not as a pilot, driver or crew member), or boarding, ■ radioactive contamination; or alighting from a licensed taxi, bus, hire vehicle or ■ consequential loss or damage, punitive damages; other conveyance authorised pursuant to any ■ travel purchased prior to the effective date noted on statute, regulation, by-law or the equivalent thereof page 2 of this booklet; or for the transportation of passengers for hire, provided ■ injury intentionally caused by, or the illegal or criminal the cardholder, spouse or dependent child are act of: travelling directly to or from an airport, tourist bus – the cardholder; or depot, railway station or dock, immediately preceding – a person acting on the cardholder’s behalf; or or following the scheduled trip. – the cardholder’s designated beneficiary, 3. When, by reason of an accident specified in 1 or 2 executor(s) or administrator(s) or legal heirs or above, a cardholder, spouse or dependent child personal legal representative(s). is unavoidably exposed to the elements and, as a result of such exposure, suffers an injury for which Schedule of benefits indemnity is otherwise payable hereunder, the loss When an accident results in any of the following injuries shall be covered under the terms of this Policy. within 1 year after the date of the accident, ACE will 4. If the body of the cardholder, spouse or dependent pay the amount shown opposite the said injury. child has not been found within one year of the date of his/her disappearance arising out of an accident If more than 1 injury results from 1 accident, only the which would give rise to a loss as specified in 1, 2 benefit amount for the greater injury will be paid. or 3 above, it will be presumed that the cardholder, Benefit Gold cardholders spouse or dependent child suffered loss of life as a Cardholder Spouse Child result of bodily injury caused by the accident at the time of his/her disappearance. Loss of life $250,000 $100,000 $50,000 5. A benefit payable under this Policy will be paid to the Both hands or both feet $250,000 $100,000 $50,000 injured cardholder or injured spouse or, in the event One hand and one foot $250,000 $100,000 $50,000 of their death the benefit will be paid to their legal representative(s). In the event of an injury to a Entire sight of $250,000 $100,000 $50,000 dependent child the benefit will be paid to both eyes the cardholder. Entire sight of one eye $250,000 $100,000 $50,000 and one hand or one foot Exclusions One hand or one foot $125,000 $75,000 $35,000 This Policy does not cover any loss, fatal or non-fatal, caused by or resulting from: Entire sight of one eye $125,000 $75,000 $35,000 ■ suicide or self-destruction, or any attempt at suicide or self-destruction, while sane or insane; ■ a hijack or war or war-like hostilities; 10 11 Benefit Platinum cardholders In the event of any claim being based on the death of a person ACE may require that a post-mortem Cardholder Spouse Child examination be conducted at its own expense; and Loss of life $1,000,000 $150,000 $100,000 ■ give to ACE all necessary information and Both hands or both feet $500,000 $150,000 $100,000 assistance it may reasonably require to institute proceedings against other parties for the purpose One hand and one foot $500,000 $150,000 $100,000 of enforcing any rights or remedies to which it shall Entire sight of $500,000 $150,000 $100,000 or would become entitled or subrogated upon it both eyes making payment or making good any loss or Entire sight of one eye $500,000 $150,000 $100,000 damage under this Policy. and one hand or one foot 2. ACE does not hold or collect information about One hand or one foot $250,000 $100,000 $75,000 cardholders until a claim is made. ACE will, however, need personal information about the Entire sight of one eye $250,000 $100,000 $75,000 cardholder to assess any claim. ACE will, in relevant cases, disclose the personal information (other than Claims procedures sensitive information) to the Commonwealth Bank, Please do not contact the Commonwealth Bank ACE’s service providers and business partners. in the event of a claim, as they are not involved in Where relevant to assess the claim, ACE will also processing insurance claims. disclose personal information including sensitive 1. In the event of learning of an occurrence likely to information such as health information to medical result in a claim being made, the cardholder (or their practitioners, other health professionals, reinsurers legal representative) must: and legal representatives. ■ contact ACE on 1800 027 240 within 30 days ACE may also disclose personal information to the of learning of the occurrence likely to result in Commonwealth Bank (other than sensitive a claim. A written loss report may be required information such as health information) in order to (forms provided by ACE) and if so, should be allow the Commonwealth Bank to monitor the claims returned within 30 days of the claimant receiving service that ACE provides and to ensure persons are the loss report form; eligible for this insurance. (Note: Failure to report an event likely to result If the cardholder does not provide the requested in a claim or to fully complete and return to information, the assessment of the claim may be ACE the loss report (if required) within the times delayed or ACE may not accept the claim. In most stated above may result in denial of the claim.) cases, ACE will give the cardholder access to their ■ at his or her expense, furnish all certificates, personal information on request. information and evidence reasonably required by ACE and they should be in such a form and of such a nature as ACE may reasonably prescribe. 12 13 Important information about ‘Australian warranty’ means the manufacturer’s expressed written warranty, that is applicable and able the covers provided by Zurich to be fulfilled within Australia and which has been Australian Insurance Limited properly registered with the manufacturer. Zurich is responsible for the following covers ‘bed care patient’ means that as a result of accidental contained in this booklet and this information applies to injury or illness during the journey, you are confined to an all these covers: overseas hospital bed for a continuous period of not less ■ International Travel Insurance than 24 hours. Your confinement must be certified as ■ Purchase Security Insurance necessary by a legally qualified and registered medical ■ Extended Warranty Insurance practitioner and you must be under the continuous care ■ Interstate Flight Inconvenience Insurance of a registered nurse (other than yourself or a member of ■ Guaranteed Pricing Scheme. your family). Bed care does not cover you as a patient in any institution used primarily as a nursing or convalescent These covers are available under Master Policy home, a place of rest, a geriatric ward, a mental institution, 2OCBA0001 CCI issued to Commonwealth Bank a rehabilitation or external care facility or a place for the of Australia, ABN 48 123 123 124 of Level 1, care or treatment of alcoholics or drug addicts. 48 Martin Place, Sydney, NSW 2000 (‘Commonwealth Bank’) by Zurich Australian Insurance Limited, ‘cardholder’ means a person, being a permanent ABN 13 000 296 640, (AFSL 232507), of 5 Blue Street, Australian resident, whom Commonwealth Bank North Sydney, NSW 2060 (‘Zurich’). has issued with an eligible credit card. This includes additional cardholders. If a family are travelling together, Definitions and interpretations only one person can claim the benefits payable to the cardholder. The others can only claim as a spouse or The following key words have special meanings in dependent child. the Zurich covers included in this booklet and are highlighted in bold. ‘Companion Airfare Deal’ means a travel offer available from time to time through the Commonwealth ‘act of terrorism’ means an act, including, but not Bank, where a second travel ticket is issued to another limited to, the use of force or violence and/or the threat person for a reduced or discounted price in accordance thereof, of any person or group(s) of persons, whether with specified terms and conditions. acting alone or on behalf of or in connection with any ‘covered breakdown’ means the failure of personal organisation(s) or government(s), which from its nature goods to operate for the purpose for which they were or context is done for, or in connection with, political, designed as a result of a breakdown or defect, provided religious, ideological or similar purposes or reasons, the breakdown or defect is covered by the terms of the including the intention to influence any government and/or Australian warranty. to put the public, or any section of the public, in fear. ‘dependent child/children’ means: ‘Australia’ means the area enclosed by the territorial ■ all unmarried children of a cardholder, to and waters of the Commonwealth of Australia where Medicare benefits are payable and ‘Australian’ has including the age of 18, who live with the a corresponding meaning. cardholder; and 14 15 ■ unmarried children of a cardholder from the age of ■ once you leave your home, if you travel directly 19, to and including the age of 21, who are full-time from your home in Australia to the Australian air students attending an accredited institution of higher or sea terminal that is the departure point for your learning in Australia, and are dependent upon the overseas trip. cardholder for their maintenance and support and The journey ends when the first of the following occurs: always live with the cardholder, or live with the cardholder when they are not attending the If you have a return overseas travel ticket: accredited institution of higher learning. ■ at midnight on the date when your scheduled ‘eligible credit card’, unless otherwise specified, transport (as shown on your return overseas travel means a current and valid Commonwealth Bank Visa ticket) is due to arrive in Australia; or Gold card, Commonwealth Bank Gold MasterCard, ■ when you return to Australia; Commonwealth Bank Platinum MasterCard or ■ 3 months (12 months for Platinum cardholders) Commonwealth Bank Visa Platinum card issued for after the date of departure shown on your return eligible credit card accounts. overseas travel tickets; or ‘eligible credit card account’, unless otherwise ■ when you cancel your return ticket. specified, means a current and valid Commonwealth If you have a one way overseas travel ticket: Bank Visa Gold card, Commonwealth Bank Gold ■ when you return to Australia; or MasterCard, Commonwealth Bank Platinum MasterCard ■ 30 days after the date of departure shown on your or Commonwealth Bank Visa Platinum card credit overseas travel ticket. facility. This excludes all Commonwealth Bank Business Card Options (including MasterCard BusinessCard, ‘overseas’ means outside Australia. Mobil and Dulux TradeCard). ‘overseas travel ticket’ means either: ‘Instant Travel Reward’ means a 17-digit number ■ a one way ticket from Australia; or that entitles the bearer to purchases at nominated ■ a return ticket from and returning to Australia, where travel agents in accordance with specified terms and conditions. the return date is no more than 3 months (12 months for Platinum cardholders) after departure. ‘interstate flight’ means a flight on a registered passenger airline (but not charter trips) from Tasmania ‘period of insurance’ to any mainland Australian state or territory, or from ■ for benefit 6 ‘Cancellation of travel arrangements’ any mainland Australian state or territory to another you have made, this means the period commencing mainland Australian state or territory, or to Tasmania. once your overseas travel ticket has been obtained ‘journey’ by use of the cardholder’s eligible credit card and ending at the end of the journey; and The journey starts: ■ for all other covers in this booklet, period of ■ on the departure date shown on your overseas insurance means the period of the journey. If travel ticket (or domestic air ticket for Interstate however you have a return overseas travel ticket Flight Inconvenience Insurance); or and your return to Australia is delayed because 16 17 of an event covered by this Policy, or because your which you are aware of or for which investigation, scheduled transport is delayed for reasons beyond treatment or advice has been received, or medication your control, the period of insurance will prescribed or taken at any time before your automatically be extended for up to 4 weeks or until overseas travel or interstate flight was booked; you return to Australia, whichever occurs first. ■ any medical condition, including but not limited to ‘personal good’, ‘personal goods’ includes all new mental disorder, anxiety, alcoholism, drug addiction personal property acquired for personal domestic or or pregnancy and/or any physical, medical or dental household use, but does not include: condition which you become aware of or for which investigation, treatment or advice is received, or ■ items acquired for the purpose of re-supply/re-sale; medication prescribed or taken after you booked ■ items acquired for transformation in a business; your overseas travel or interstate flight, but prior to ■ business owned or business related items; the commencement of your overseas travel or ■ animals or plant life; interstate flight; and ■ computer software or non-tangible items; ■ any complication arising from any such condition ■ cash, bullion, negotiable instruments, trading cards, outlined above, except that unexpected/unforeseen lottery tickets or other gambling related items, tickets events relating to pregnancy are not regarded as of any description, travellers cheques, or collections pre-existing medical conditions. such as stamps, coins and cards; ‘reasonable’ means: ■ consumable or perishable items (including but not ■ for medical and hospital expenses, the care obtained limited to food, drugs, fuel or oil); should be at the standard level given in the country ■ boats, automobiles, motorboats, airplanes or any you are in and not exceed the level you would other motorised vehicles and their integral parts normally receive in Australia; and and installed accessories; ■ for all other expenses, such as unexpected travel ■ second-hand items, including antiques; and accommodation, the standard must not exceed ■ items of contraband; or the average standard of travel and accommodation ■ real estate and movable fixtures or fittings you booked for the rest of your journey. (including but not limited to dish washers and fixed ‘relative’ means a permanent Australian resident living air conditioners) which are, or are intended to form in Australia, who is the cardholder’s: part of any home or real estate. ■ spouse; ‘pre-existing medical condition’ is relevant to the ■ parent, parent-in-law, step-parent, guardian; cardholder, any relative, travel companion or any ■ grandparent; other person that may give cause for you to claim and means: ■ child, grandchild, stepchild; ■ brother, brother-in-law, sister, sister-in-law; ■ any medical condition, including but not limited to ■ daughter, daughter-in-law, son, son-in-law; mental disorder, anxiety, alcoholism, drug addiction ■ fiancé, fiancée; or pregnancy and/or any chronic or ongoing ■ uncle, aunt; physical, medical or dental condition, 18 19 ■ half-brother, half-sister; or ■ a permanent Australian resident who has been ■ niece, nephew. given a Companion Airfare Deal return overseas travel ticket. ‘rental vehicle’ means a rented sedan and/or station wagon (but does not include any other style of vehicle) Excess – what you contribute to a claim rented from a licensed motor vehicle rental company. Excesses may apply to certain sections of cover. ‘spouse’ means a married or de facto spouse/partner An excess is not an additional fee, charged by us at of the cardholder who is permanently living with the the time of making a claim. Rather, it is the uninsured cardholder at the time the journey starts. We may first portion of a loss for which you are otherwise ask for proof of this relationship. covered, i.e. the amount that you must contribute towards each claim. Details of the excess amounts ‘travel companion’ means a person whom, before and circumstances in which they will be applied are the journey began, arranged to accompany you from set out below: Australia and then on your journey for at least 50% of the time of your journey. ■ International Travel Insurance – You must pay the first A$200 for each claim made under benefits 1 to 7 of ‘Travel Giftcard’ means a voucher which entitles the ‘Part C’. However, under benefit 2 ‘Loss or damage bearer to purchases at nominated travel agents in to personal items’ there is no excess payable for the accordance with specified terms and conditions. replacement of your travel documents, credit cards, ‘use of the cardholder’s eligible credit card’ means and travellers cheques, and the emergency that at least 90% of the total value (i.e. including but replacement of your clothes and toiletries. Also if you not limited to money and/or points) of the overseas make more than one claim as the result of a single travel ticket (but not taxes or airport or travel agent event, the excess only applies once. charges) was paid for by one, or a combination, of the ■ Purchase Protection Insurance – You must pay the following methods prior to leaving Australia: first A$75 for each claim. ■ Extended Warranty Insurance – You must pay the ■ by being charged to a cardholder’s eligible credit first A$75 for each claim. card account; or ■ Interstate Flight Inconvenience Insurance – You must ■ by a Travel Giftcard or Instant Travel Reward, pay the first A$200 for each claim made under provided this occurs within 12 months following benefits 2 and 4. the cardholder redeeming their Commonwealth Award points for a Travel Giftcard or an Instant Repairing or replacing damaged Travel Reward. property/personal goods ‘we’, ‘us’, ‘our’ means Zurich Australian Insurance Limited. If an item is damaged, lost or stolen we may choose to: ‘you’, ‘your’ means any of the following if they are ■ repair the item; eligible for the cover: ■ replace the item, taking into account its age and ■ the cardholder; condition (i.e. less depreciation); or ■ the cardholder’s spouse and/or dependent ■ pay you the amount it would cost us to replace the children; and item as depreciated. 20 21 If you bought the item duty free or overseas the Reporting lost, stolen or wilfully amount you paid for the item will be the maximum damaged items amount paid by us. In the event that your property/personal goods are Where the item is part of a pair or set, you will receive stolen, wilfully damaged or accidentally lost, you must no more than the value of the particular part or parts make a report to the police or to the nearest government lost, stolen or damaged, regardless of any special value agency or authority. You must do this within 24 hours that the item may have by way of being part of such of learning of the theft, loss or damage and the report pair or set. must list and describe the missing or damaged items/personal goods. Safety of your belongings If the loss or wilful damage occurs overseas a copy You must take all adequate and reasonable precautions of this report must be obtained and the authority must (considering the value of the items) to protect your sign the copy and write on it that it is a true and property/personal goods and you are not covered if accurate copy of the original. you do not take these precautions (considering the value of the items) to protect your property/personal goods. Policy exclusions – what is not covered There is no theft or loss cover at any time, under any In any insurance policy there are situations that are insurances for jewellery, watches, cameras, laptops, not covered (i.e. exclusions). Whilst we try to extend mobile phones, electrical items or cash in a motor our cover to most situations, we are not able to insure vehicle or in baggage unless directly under your some situations because of the costs or types of personal supervision or that of your travel companion. events involved. Also property/personal goods are not covered under The following exclusions apply to all the covers in this any of the insurances if they are left: booklet provided by us. As well as these exclusions, ■ unattended in a public place; or there are also specific exclusions included in the ■ in an unlocked car; or International Travel Insurance Policy. ■ in an unattended car overnight; or ■ We do not insure you for any event that is caused ■ left with a person who steals or deliberately by, or arises as a result of, any pre-existing medical damages them. condition of yours, a relative, travel companion or any other person that may give cause for you A ‘public place’ includes, but is not limited to shops, to claim, unless it is specifically covered in the airports, bus depots, streets, hotel foyer (and hallways International Travel Insurance Policy or we have given and grounds), restaurants, beaches, public toilets, prior written approval to cover your pre-existing unlocked hostel and hotel rooms and any place which medical condition and you have paid the is accessible to the public. administration fee. ‘Unattended’ means but it is not limited to, not with ■ We do not insure you for any expenses that arise either you or your travel companion; or in a position due to the normal development and consequences where it can be taken without you or your travel of pregnancy, including but not limited to regular or companion knowing or being able to prevent it from routine medical consultations and tests (such as being taken or damaged. ultrasounds) and the childbirth itself. Unless the 22 23 expenses arise as an unforeseen consequence of ■ We do not insure you for any event that is caused the pregnancy or childbirth and which otherwise by or arises from: would be covered. – any war, whether it has been formally declared or ■ We do not insure you for any travel that: not, any hostilities, rebellion or revolution; – you book or take against medical advice; – any person, organisation, government or government – you take for the purpose of getting medical authority who lawfully destroys or removes your treatment or advice; or ownership or control of any property/goods; – you take after a qualified and registered member – any government prohibition or restrictions or of the medical profession informs you that you government authorities delaying you or seizing or are terminally ill. keeping your belongings; ■ We will not pay for loss or damage to: – radioactivity, or the use, existence or escape of any nuclear fuel, nuclear material or nuclear waste; – any item that you post or otherwise pay to – any act of terrorism; be transported, and that is not part of your accompanying baggage; – disappearance of the property/personal goods in circumstances which cannot be explained to – any item that is brittle or fragile (except our reasonable satisfaction; photographic or video equipment), unless the loss or damage is caused by thieves, burglars, – illegal activities, fraud or abuse; fire, or an accident involving the means of – consequential loss or damage, punitive damages transport in which you are travelling; or or any fines or penalties, including punitive, exemplary, liquidated or aggravated damages; – sporting equipment while it is being used. – you being under the influence of liquor or drugs; ■ We do not insure you for any event that is intentionally caused by you or by a person – laundering (including washing, ironing and dry cleaning) whether by professional persons acting with your consent (including suicide or or otherwise; attempted suicide). – non-receipt of the property/personal goods that ■ We will not pay for: you have purchased and is being transported – any item that you buy to resell in your business; to you; – business owned or business related items; – additional damage caused whilst an item is being – commercial samples; serviced or repaired, unless we have authorised – items you take to sell whilst overseas; the work; – securities, stamps, manuscripts or books of – your employment; account; – you or your travel companion not being able to – works of art, and antiques; or take leave from your employment; – jewellery, watches, cameras, mobile phones, – your financial circumstances or any other business electrical items or laptops in a motor vehicle or or other contractual relationship; being carried in baggage, unless hand-carried and – changes in currency rates; or under either your personal supervision or that of your travel companion. – the financial collapse or insolvency of an unlicensed travel agent or unlicensed service provider. 24 25 ■ We will not pay for loss or damage caused by: ■ contact us on 132 687 within 30 days of returning – an electrical or mechanical fault or breakdown home from overseas or interstate (even if you unless covered under the extended warranty previously reported the matter to Zurich Assist), or insurance; if you are already home, contact us within 30 days – vermin or insects; of learning of an occurrence (loss, damage or – mildew, atmospheric or climatic conditions, breakdown) that may result in a claim. However, if or flood; you are making a Guaranteed Pricing claim, you must contact us within 21 days of the purchase – deterioration, normal wear and tear, or of the personal good. damage arising from inherent defect in the property/personal goods; We may require you to complete a written loss report. If we do, we will provide you with the forms – any defective item or any defect in an item, which should be returned to us within 30 days after unless covered under the Extended Warranty you receive them. Insurance Policy; – any process of repairing or restoring the item Note: Failing to contact us or return the completed unless we have given prior approval; loss report (if required) within the times stated might – your failure to comply with the recommended result in denial of the claim. security guidelines for the use of bank or currency ■ You must provide us with any evidence/ notes, cheques, credit card, postal or money documentation we require to verify your claim. orders or petrol coupons. Depending on the policy you are claiming under, Claims procedures this might include (but is not limited to) any of the following: Please do not contact the Commonwealth Bank in – proof that you are eligible for insurance cover – the event of a claim as they are not involved in e.g. your credit card account statement and processing insurance claims. credit card receipt to confirm the purchase of If you want to make a claim under any of these policies, your overseas travel ticket(s), etc.; you must: – if items were stolen, wilfully damaged, or 1. Whilst you are overseas: accidentally lost you must give us the Police Phone Zurich Assist (refer to page 35, ‘Emergency Report number, or if the incident occurred whilst and medical service whilst overseas’). you were overseas, a copy of the report you obtained from the police or nearest government In order for Zurich Assist to confirm your eligibility for agency or authority. The report should be certified this insurance, you will need to have copies of the document listed on page 36, ‘Documents to take by the relevant authority as being a true and with you’. correct copy of the original; – proof of your ownership of any lost, stolen 2. If you are in Australia, you must follow the steps or damaged items (e.g. purchase receipts); listed below. – evidence of your intended flight (e.g. ticket, Travel Agent’s itinerary showing your flight or a letter from the airline, etc.); 26 27 – evidence of the delay, including in the case International Travel Insurance of luggage delay, a lost property/delayed property International Travel Insurance is available to report issued by the airline; Commonwealth Bank cardholders who use their – receipts for any items you buy to replace eligible credit card to purchase their travel tickets in those that were lost or stolen or purchased accordance with the criteria set out under ‘Who is as emergency replacement of your clothes covered by this Policy’ in ‘Part B’. and toiletries; – if any items are lost or stolen during the time that Index a carrier was responsible for looking after them, Part A – Policy limits and summary of cover we provide 30 you must get a letter from the carrier explaining Part B – Important matters you should know about 33 what happened and stating the amount of refund you received from them; Part C – Cover we provide – if your travel or accommodation arrangements are 1. Medical and hospital expenses incurred overseas 37 2. Loss or damage to personal items 39 cancelled and you intend claiming, you must 3. Unexpected travel and accommodation expenses 40 provide a letter from the carrier, hotel, etc., 4. Resumption of journey 42 outlining the refund you were entitled to; 5. Missed connection 42 – any damaged items for which you are claiming 6. Cancellation of travel arrangements you have made 43 so that they can be inspected by us or our 7. Rental vehicle collision damage and theft excess cover 47 authorised representative; 8. Travel delay 47 – a quote for the replacement of lost or stolen items, 9. Funeral expenses 48 10. Accidental death 48 or quote (noting the serial number for Extended 11. Legal liability 49 Warranty Insurance claims) for the repair of 12. Loss of income 50 damaged or broken down items; Part D – General exclusions 51 – copy of the Australian warranty if claiming under the Extended Warranty Insurance; – in regard to the Guaranteed Pricing Scheme, we require evidence that the cheaper item is the same (i.e. model number, model year, and manufacturer) as the personal good you purchased, and we require a copy of the printed catalogue advertising the cheaper item, and evidence that the advertisement was printed after you purchased the personal good. 28 29 Part A – Policy limits and summary of ■ laptop computers and cover we provide associated equipment/ accessories: The following table shows the Policy limits. – A$3,000 in total Gold The actual terms and conditions are as outlined – A$5,000 in total Platinum; ■ travel documents, travellers elsewhere in this Policy. Please read the entire Policy cheques, credit cards, cash to ensure it meets your requirements. etc. with a maximum of Benefits Limits A$1,000 for a cardholder 1. Medical and hospital Unlimited, except bed care travelling with their spouse expenses incurred patient allowance of A$75 per and/or dependent children: overseas day (A$100 for Platinum) – A$500/person; is limited to A$7,500 in total ■ emergency replacement of (A$10,000 for Platinum). your clothes and toiletries Bed care patient allowance with a maximum of A$1,000 covers incidental items, such as for a cardholder travelling newspapers and television hire. with their spouse and/or dependent children: NB: No cover for pre-existing – A$500/person. medical conditions, unless The total we will pay under prior approval given and this section of cover in each administrative fee paid period of insurance is no (see ‘Part A’). more than A$10,000 per person (A$15,000 for Platinum) 2. Loss or damage Limit of up to A$10,000 up to a maximum A$20,000 to personal items (A$15,000 for Platinum) (A$30,000 for Platinum) per person up to a maximum for a cardholder travelling A$20,000 (A$30,000 for with their spouse and/or Platinum) for a cardholder dependent children. travelling with their spouse and/or dependent children 3. Unexpected travel Unlimited. subject to the following limits: and accommodation expenses ■ baggage, clothing and personal valuables: 4. Resumption of Limit of A$5,000 per person up – A$3,000/item Gold journey to a maximum A$10,000 for a – A$5,000/item Platinum; cardholder travelling with their spouse and/or dependent ■ portable electrical children. equipment and binoculars: – A$3,000/item Gold 5. Missed connection Limit of A$3,500 for reasonable – A$5,000/item Platinum; costs of arranging alternative ■ cameras and associated public transport. equipment/accessories: – A$3,000/camera Gold – A$5,000/camera Platinum; 30 31 6. Cancellation of travel Unlimited, except for travel 10. Accidental death In the event of accidental death arrangements you agent’s cancellation fee, which is we will pay: have made limited to an amount equal to the ■ Gold – A$25,000 per lesser of A$500 or 15% of the cardholder, A$25,000 per value of the travel arranged by spouse and A$5,000 per the agent. Also, cover for the dependent child; financial insolvency or other ■ Platinum – A$50,000 per collapse of a licensed service cardholder, A$25,000 per provider is limited to A$5,000 spouse and A$5,000 per per person and to a maximum dependent child. of A$10,000 for a cardholder travelling with their spouse 11. Legal liability Limit of A$2,500,000. and/or dependent children. 12. Loss of income Up to 3 months cover for the 7. Rental vehicle Limit of A$2,250. loss of usual income up to collision damage and A$750 per person per week, to theft excess cover a maximum of A$7,500 in total. 8. Travel delay For reasonable additional meal and accommodation costs after 6 hour delay, limit of A$250 Part B – Important matters you should per person up to a maximum know about of A$500 for a cardholder Who is covered by this Policy? travelling with their spouse This insurance is available to: and/or dependent children. For each additional 12 hour ■ a cardholder whose overseas travel ticket is period we will pay up to $150 obtained by use of the cardholder’s eligible per cardholder and $300 per credit card; cardholder travelling with their ■ the spouse and dependent children of the spouse and/or dependent children. The most we will pay cardholder who are travelling with the cardholder for a cardholder is A$400 and for the entire journey provided they and the A$800 for a cardholder cardholder all obtained their overseas travel tickets travelling with their spouse by use of the cardholder’s eligible credit card; and and/or dependent children. ■ a person who has been given a Companion Airfare 9. Funeral expenses Limit of A$12,500 per person Deal return overseas travel ticket (i.e. tickets from to a maximum A$25,000 for and returning to Australia); a cardholder travelling with their spouse and/or dependent The period of insurance is: children for an overseas funeral/ ■ up to 3 months (12 months for Platinum cardholders) cremation or return of remains for persons with return overseas travel tickets where to Australia. the return date is no more than 3 months (12 months for Platinum cardholders) after departure; or 32 33 ■ up to 30 days for persons with a one way overseas You can’t cover the pre-existing medical conditions travel ticket. of your relatives, travel companion or any other You do not have to advise us or the Commonwealth persons that may give cause for you to claim. Bank that you will be travelling as you are automatically If you wish to apply for cover for your pre-existing covered, if you are eligible for this insurance subject to medical condition please phone Zurich Assist on the provisions of this Policy. 1800 812 994. Our team of medical professionals will For the purposes of this Policy: assess your condition. If we determine to cover your ■ travel from Tasmania or from mainland Australia to pre-existing medical condition, you will need to firstly Norfolk Island or Christmas Island will be considered pay an administration fee and Zurich Assist will send as an overseas trip; you a letter confirming that your pre-existing medical ■ travel from Norfolk Island or from Christmas Island condition is covered under this Policy for the journey to Tasmania or mainland Australia will be considered in question. as an overseas trip, however, medical and hospital Enquiries expenses will not be covered if the person claiming ■ If you wish to apply for cover for your pre-existing is eligible for Medicare benefits; medical condition you must phone Zurich Assist on ■ travel from Tasmania or from mainland Australia to 1800 812 994 before you leave Australia. Lord Howe Island or Cocos Island will be considered ■ General enquiries regarding this Policy should be as an overseas trip, however, medical and hospital directed to us on 132 687. However, if you require expenses are not covered; personal advice on this cover, please see your ■ travel from Lord Howe or from Cocos Island to general insurance adviser. Tasmania or mainland Australia will be considered as an overseas trip, however, medical and hospital Emergency and medical service whilst overseas expenses are not covered. In the event of an emergency overseas, simply call Zurich Assist (reverse charge/collect) any time from any Pre-existing medical conditions place in the world. You can do this by phoning the local This insurance does not cover you for any event that operator where you are and booking a reverse charges is caused by, or arises as a result of, a pre-existing call to Australia +61 2 9995 2021. medical condition of yours, or any pre-existing medical condition of a relative, travel companion or any other Our team of medical professionals is only a phone person that may give cause for you to claim. Refer to call away and is available 24 hours a day, 7 days a ‘Important information about the covers provided by week for advice and assistance in the event of a medical Zurich Australian Insurance Limited’ for definition of emergency and any associated problems for travellers pre-existing medical condition. outside Australia. However, if you are going on an overseas journey, Zurich Assist has access to a worldwide team of skilled you may, before leaving Australia, apply for your doctors and medical professionals and provides the pre-existing medical condition to be covered under following services free of charge: this Policy. ■ access to Registered Medical Practitioners for emergency assistance and advice; 34 35 ■ emergency transportation to the nearest suitable Part C – Cover we provide hospital; 1. Medical and hospital expenses incurred overseas ■ emergency evacuation, if necessary; We insure you for medical and hospital expenses you ■ if requested by you, your family in Australia will be incur overseas on your journey. advised of your medical condition and be kept informed of the situation; We reserve the right to return you to Australia for ■ payment guarantees to hospitals and insurance ongoing medical attention. In Australia we are not verification; licensed to pay medical and hospital expenses and ■ second opinions on medical matters; and you would need to claim on Medicare and/or your Australian medical insurer. If you choose not to return ■ urgent message service and emergency to Australia, we will cease to pay for the subsequent travel planning. medical and hospital expenses you incur overseas. Documents to take with you when travelling By medical expenses, we mean: Please take this Policy booklet with you (it contains important phone numbers and details of the cover ■ expenses for: provided). You must also take with you which ever of – medical, paramedical, or surgical treatment; the following documents is needed to verify your – other treatment, given or prescribed by a qualified eligibility for this insurance: and registered member of the medical profession; or ■ copies of your eligible credit card account – emergency dental treatment up to A$1,500 where statement or credit card receipt to confirm the the treating dentist confirms in writing that the purchase of your overseas travel ticket(s); and/or treatment was to relieve sudden and severe pain; or ■ a copy of the letter/statement confirming the ■ ambulance, hospital, or nursing home charges; or redemption of your Commonwealth Award ■ expenses for emergency evacuation to Australia points for the Travel Giftcard or Instant Travel or another country, if the local medical services are Reward; and/or inadequate or not available. The evacuation must ■ the purchase receipt confirming that tickets were be authorised and arranged by Zurich Assist (book obtained in full or part by redeeming an Instant a reverse charges call from anywhere in the world Travel Reward and/or a Travel Giftcard; and/or on +61 2 9995 2021). ■ the letter confirming that your travel ticket is a If we agree to pay the hospital and medical expenses Companion Airfare Deal ticket. associated with your stay in an overseas hospital, we will also pay you, in addition to the hospital and If you want to make a claim under the Policy whilst medical expenses, a cash allowance (to cover incidental overseas, it will be necessary for Commonwealth Bank expenses, such as a rental TV, newspapers or hospital or their agents to confirm to us or our agents that your phone calls) for each continuous 24-hour period you overseas travel tickets were paid for as previously are confined in an overseas hospital as a bed care outlined. Without this information, a claim may be patient, provided the claim is supported by written delayed and it may not be possible for us or our agents confirmation from the hospital of the length of your stay. to give approval for overseas medical attention. 36 37 We will pay for... ■ arise from a sexually transmitted disease; Medical expenses ■ arise from any disease that is transmitted when giving or taking a drug unless the giving or taking of We will pay for your medical expenses if you: the drug is supervised by a qualified and registered ■ become ill; or member of the medical profession and the disease is ■ get injured, during the period of insurance provided not excluded anywhere else in this Policy; the injury was caused by a sudden physical force. ■ arise because you intentionally injure yourself; or We will only cover your medical expenses if: ■ you incur more than 12 months after the date of your illness, injury or disablement. ■ you incur them overseas, during your journey overseas; 2. Loss or damage to personal items ■ you are legally responsible for paying them; We insure you, during your journey, for the theft and ■ you show us a medical advice, written by a accidental loss or damage to the following personal items registered and qualified member of the medical that you either take with you or buy on your journey: profession, as proof of your illness or injury and the ■ baggage, clothing and personal valuables; treatment you need for it; and ■ portable electrical equipment and binoculars ■ we think your medical expenses are reasonable in (but we will not pay for scratched lenses); amount and reasonably necessary. ■ cameras and associated equipment/accessories Please remember that you can only claim for emergency (but we will not pay for scratched lenses); evacuation if it is arranged by Zurich Assist (book a ■ laptop computers and associated equipment/ reverse charges call from anywhere in the world on accessories (but we will not pay for scratched +61 2 9995 2021). screens); or But we will not pay for... ■ travel documents, travellers cheques, bank notes, We will not pay for medical expenses that: currency notes, postal orders, money orders, cash, credit cards or petrol coupons taken with you on ■ arise from pre-existing medical conditions unless your journey for personal use. we have given prior written approval to cover your pre-existing medical condition and you have paid We will also provide for the emergency replacement of the administration fee; your clothes and toiletries, if all your luggage (except ■ arise from dental treatment caused by or related to carry on luggage) is delayed, misdirected, or temporarily the deterioration and/or decay of teeth or involving misplaced by any carrier for more than 12 hours. the use of precious metals; If your travel documents, credit cards or travellers ■ you can recover from any private medical fund or cheques are accidentally lost or stolen, you are covered similar government scheme; for their replacement and any legal liability for payment ■ you incur in Australia; arising out of their unauthorised use only if: ■ arise from HIV, AIDS, ARC (AIDS Related Complex, ■ you have complied with all the conditions you however, this syndrome may be acquired or named), or agreed to when your travel documents, credit cards any related illness, no matter how you become infected; or cheques were issued; and 38 39 ■ you have reported the loss to the appropriate ■ your arranged travel is cancelled or delayed by the authorities (e.g. bank) as soon as possible after the carrier because of unexpected: discovery of the loss. – riots, strikes, civil commotion (but not acts If you are claiming for the emergency replacement of of terrorism); your clothes and toiletries, you will need to obtain – weather conditions; written confirmation from the carrier who was – natural disasters; or responsible for the luggage and you will need to ■ you are unexpectedly retrenched. This does not provide us with receipts for the replacement items include voluntary retrenchment or redundancy. you needed to purchase. We will pay for… 3. Unexpected travel and accommodation expenses We will pay for additional and out of pocket expenses if: Under this section we insure you for unexpected travel and accommodation expenses that are not provided for ■ you incur them during your journey; and elsewhere in this Policy and that arise as a result of one ■ you are legally responsible for paying them; and or more of the following events happening during the ■ we think they are reasonable in amount and were period of insurance: reasonably necessary. ■ you, your travel companion or a relative We will also pay for a relative or friend to travel to unexpectedly: where you are and escort you back to your normal – dies; residence in Australia if: – is seriously injured; or ■ you are injured or become seriously ill during the – becomes seriously ill; period of insurance; (We will need to see a medical advice written by ■ you show us a medical advice written by a qualified a qualified and registered member of the medical and registered member of the medical profession, profession regarding any of the above events saying that an escort is necessary; and and be satisfied that the expenses involved are ■ Zurich Assist firstly agrees that an escort is reasonable in amount and reasonably necessary.) reasonably necessary. ■ there is a natural disaster, or a natural disaster is Payment of the escort’s costs will be made to the reasonably expected to happen; person who incurs the expense. ■ your normal residence in Australia is totally destroyed; But we will not pay for… ■ you are quarantined; Under this section, we will not pay for expenses ■ you are subpoenaed to attend court in Australia; incurred in relation to the following: ■ resumption of your journey; ■ missed connections; ■ cancellation of any of your travel arrangements; or ■ funeral or transportation of remains. 40 41 4. Resumption of journey 6. Cancellation of travel arrangements you have made We insure you for the reasonable transport expenses Under this section we cover you if travel arrangements incurred to return to Australia and then resume your you have paid for are cancelled, provided the claim is journey, if you have to interrupt your journey and not covered elsewhere in the Policy. return to Australia immediately following the death The travel must be cancelled during the period of of a relative. insurance because: We will only pay if: ■ there is a natural disaster, or a natural disaster has ■ you resume your journey within 30 days of returning recently happened or is reasonably expected to to Australia; happen either at your destination or at your normal ■ your journey had not ended before your return and residence; there is at least a fortnight or 25% of the time of your ■ your normal residence in Australia is totally destroyed; journey remaining (whichever is the greater); ■ you are quarantined; ■ the death occurred after you booked your travel; and ■ you are unexpectedly subpoenaed to attend court ■ your claim is not excluded elsewhere. However, if in Australia; the exclusion is due to your relative’s pre-existing ■ of a pre-existing medical condition if we have medical condition, we will pay benefits provided given prior approval to cover the condition and you that before you commenced your journey a medical have already paid the administration fee. professional had not declared your relative as being ■ after purchasing your overseas return travel tickets, terminally ill. you become aware of a pre-existing medical We will pay for... condition, which we will then not provide cover for; We will reimburse you the costs of an economy air ■ you, your travel companion or a relative ticket to Australia and an economy air ticket to return unexpectedly: you to the overseas location where you were to be at – dies; or that time when you returned overseas (as stated in your original itinerary). – is seriously injured; or – becomes seriously ill; 5. Missed connection (We will need to see a medical advice written by If your journey is interrupted by any unexpected cause a qualified and registered member of the medical outside of your control and as a result you are going to profession regarding any of the above events and miss a special event which can not be delayed, we will be satisfied that the cancellation was appropriate pay the reasonable additional costs of using alternative and reasonably necessary.) transport to arrive at the destination for the special event. ■ your arranged travel is cancelled or delayed by By special event we mean a wedding, funeral, the carrier because of unexpected: conference or sporting event which before you left – riots, strikes, civil commotion (but not acts Australia you had planned to attend. of terrorism); – weather conditions; or – natural disasters; 42 43 ■ you are unexpectedly retrenched. This does not Important include voluntary retrenchment or redundancy; or If you want to claim under this section, you must take ■ other reasons beyond your expectation or control steps to minimise your losses. As soon as possible but not due to: after the cancellation you must: – any matter related to the events listed above; ■ recover any refund you are entitled to; and – any pre-existing medical condition of yours, a ■ cancel any other travel or accommodation relative, travel companion or any other person arrangements that depend on your cancelled that may give cause for you to claim. We will, arrangements and that you are now unable to use. however, cover events caused by your pre-existing medical condition if we have given We will pay for... prior written approval to cover your pre-existing If you continue your travel medical condition and you have paid the You may decide to continue your cancelled administration fee. We will also cover you for travel arrangements. If you do this at the earliest cancellation expenses if, after purchasing your reasonable opportunity after cancellation, we will, overseas travel tickets, you contract a at our option, either: pre-existing medical condition, which we will then not provide cover for; ■ pay for any part of your cancelled travel – the death, illness (or for any other reason) relating arrangements that: to persons living outside of Australia; – you have paid for but are unable to use; and – your or your travel companion’s decision not to – that are non-refundable; or continue with a journey; ■ pay the costs of a higher class of travel, or increased – your or your travel companion’s failure to procure seasonal rates for travel, if that is the only class or a passport or visa; rate available. We will pay these costs minus the – the negligence of the tour operator, wholesaler or amount of any refundable part of your cancelled travel agent or the inability of the tour operator to travel arrangements. We will only pay to upgrade complete arrangements for a group tour, due to your travel on the type of transport you chose in lack in numbers required to commence or your cancelled travel arrangements. complete any part of the tour; or We will also pay for any part of your cancelled – delays, cancellations or rescheduling by carriers accommodation arrangements that: except as covered on page 43. ■ you have paid for but are unable to use; and ■ which are non-refundable. 44 45 If you do not continue your travel Travel agent’s cancellation fee You may decide not to continue with the cancelled Provided your bookings were made through a licensed travel arrangements at the earliest reasonable travel agent, we will pay your travel agent’s cancellation opportunity after cancellation. If so, we will pay for any fee up to an amount equal to the lesser of A$500 or part of your cancelled travel and accommodation 15% of the value of the travel arranged by the agent. arrangements that: But we will not pay for… ■ you have paid for, but will not use; and Under this section we will not pay for expenses incurred ■ which are non-refundable. in relation to the following: Out of pocket expenses ■ resumption of your journey; We will pay unexpected travel and accommodation ■ missed connection; expenses if they arise because the carrier cancels your ■ any travel delays; or arranged travel (as outlined on page 43) if: ■ funeral or transportation of remains. ■ you incur them during your journey, and you are 7. Rental vehicle collision damage and theft legally responsible for paying for them; excess cover ■ we think they are reasonable in amount and were We will reimburse you for any excess or deductible reasonably necessary; and which you become legally liable to pay in respect of ■ you show us a letter from the carrier giving details of loss or damage to a rental vehicle during the rental the cancellation. period provided: Financial collapse or default of a service provider ■ the rental vehicle must be rented from a licensed Provided your bookings were made through a licensed rental agency; travel agent, we will cover you in the event of the ■ you have complied with all requirements of the rental financial collapse or default of the licensed travel agent organisation under the hiring agreement and of the or any other licensed service provider. rental vehicle insurer. After you have recovered the maximum amount available But we will not pay for… from any statutory fund, compensation scheme or any We will not pay for your costs arising from: other source, we will pay up to A$5,000 per person to a maximum A$10,000 for a cardholder travelling with ■ loss or damage resulting from the operation of their spouse and/or dependent children, for the the rental vehicle in violation of the terms of the difference between the cost you incurred and the rental agreement. amount you recovered. 8. Travel delay If the departure of any scheduled transport in which you have arranged to travel is delayed for at least 6 hours due to any unforeseen cause outside your control we will reimburse your costs. 46 47 This benefit is only payable when you supply receipts 11. Legal liability for the expenses incurred and written confirmation from We insure your legal liability during your journey. the carrier confirming the period of delay. By legal liability, we mean your responsibility to pay 9. Funeral expenses compensation for negligently causing: We insure you for funeral expenses that are incurred ■ bodily injury or death to someone other than you; or whilst on your journey. However, we will not pay for ■ loss or damage to property owned or controlled by your funeral expenses if your death is the result of a someone other than you. pre-existing medical condition unless we have given prior written approval to cover your pre-existing medical Only we have the right to: condition and you have paid the administration fee. ■ settle or defend the claim; By funeral expenses, we mean: ■ make or accept an offer of payment; or ■ in any way admit you are liable. ■ the costs of returning your remains or ashes to Australia; and/or We will pay for... ■ the costs of your overseas funeral or cremation. We will pay for your legal liability if the event that gives We will pay for funeral expenses if: rise to it: ■ you die during the journey; and ■ happens during the journey; and ■ a death certificate given by a qualified and registered ■ is one that you do not intend or expect to give rise member of the medical profession is shown to us as to your legal liability. proof of the cause of death. Legal costs 10. Accidental death We will also pay all reasonable legal fees and We will insure you if, whilst on your journey, you die as expenses if: a result of injuries sustained in an accident (but not ■ we incur them on your behalf; or illness or disease). ■ you incur them after we agree in writing. The death must occur within 12 months of the accident But we will not pay for... and the accident must have been caused by violent, external and visible means and must be supported by We will not pay for your legal liability that arises: a death certificate, signed by a qualified and registered ■ from bodily injury to, or the illness or death of: member of the medical profession. – any relative or travel companion; or If the transport you are travelling in is involved in an – your employee; accident caused by violent, external and visible means ■ from you owning or occupying any land or building and your body can not be found, we will after 12 months (unless the building is a residence and you occupy it treat you as having died as a result of the accident. as a tenant or lessee, or in some other temporary way); 48 49 ■ from you owning, controlling or using a motorised Part D – General exclusions vehicle, an aircraft or a watercraft (other than a These general exclusions apply to all the insurance non-motorised watercraft used on inland waterways). we provide in this International Travel Insurance Policy. However, if you do not own or control the transport In addition to these exclusions there may also be and are using it just as a passenger, you are not specific exclusions for the particular type of cover. within this exclusion; In any insurance policy there are situations that are not ■ from your business, profession or occupation; covered. While we try to extend the insurance to most ■ from loss or damage to any property that is owned situations, we are not able to insure some situations or controlled by you; or because of the costs or types of events involved. ■ from any fines or penalties, including punitive, We do not insure you for any event that is caused by exemplary, liquidated or aggravated damages. or arises from: (These are damages a judge may order a person to pay as punishment. They are different from ■ your lack of finances; damages that must be paid as compensation.) ■ you not wanting to continue with your journey, or cancelling it or cutting it short (unless your claim is 12. Loss of income within the ‘Cancellation of travel arrangements you If you are a cardholder or spouse and as a result of have made’ or the ‘Unexpected travel and injuries you sustain in an accident whilst on your accommodation expenses’ sections); journey, you are unable to resume your usual work in ■ changes in currency rates; or Australia when you return from your journey, we will pay for your loss of income for up to three (3) months. ■ the financial collapse or insolvency of an unlicensed We will pay this benefit monthly in arrears. travel agent. We will pay for… We do not cover you for any event that is caused by or arises from you taking part in: We will pay this benefit if: ■ any kind of professional sport; ■ the injury occurred exclusively in an accident caused by violent, external and visible means; and ■ underwater activities that involve using artificial ■ the monthly claim is supported by a medical breathing equipment (unless you have an open certificate, signed by a qualified and registered water diving licence or are diving with a qualified member of the medical profession; and and registered diving instructor); ■ you provide written evidence that the cardholder ■ mountaineering or rock climbing (if you need to use or spouse had work to return to. climbing equipment, ropes or guides), white water rafting or boating, abseiling, bungy jumping, pot But we will not pay for... holing, caving or tobogganing; We will not pay for: ■ racing (other than foot); ■ the income lost from the first month after you ■ flying or any aerial activity (for example, hang-gliding planned to resume your usual work in Australia; and and skydiving). But if you are just a passenger in a ■ any period when you were not scheduled to fully licensed commercial passenger aircraft, we do be working. insure you; 50 51 ■ motorcycling unless you are riding a motorcycle Purchase Security Insurance with an engine capacity of 200cc or less and hold a Purchase Security Insurance is a benefit automatically motorcycle licence which is valid in the country you available to Commonwealth Bank cardholders. This are in but always excluding motorcycle racing; cover provides ninety (90) consecutive days of free ■ any sport involving projectiles (e.g. shooting insurance against loss, theft or damage over a wide and archery); or range of new personal items purchased anywhere in ■ deliberate exposure to exceptional danger unless the world, provided the purchase is charged to the in an attempt to preserve your life or the life of cardholder’s eligible credit card. another person. Terms and conditions 1. This Policy provides automatic insurance protection for personal goods when their purchase is charged to an eligible credit card unless the personal goods and/or claims are excluded by the Definitions, Terms and Conditions, or Exclusions, or the cardholder fails to comply with the Claims Procedures. 2. Cover under this insurance extends to permanent Australian residents who receive the personal goods as a gift from a cardholder who has purchased the personal goods in accordance with point 1 above. For the purpose of this cover these persons are also referred to as cardholders. 3. The personal goods are insured anywhere in the world for ninety (90) consecutive days from the date of purchase in the event of loss, theft or damage. 4. Our liability for claims made pursuant to this Policy shall not exceed: ■ the actual amount charged to the cardholder’s eligible credit card account to purchase the good; ■ A$3,000 (A$10,000 for Platinum) per claim in respect of jewellery, watches and fine arts; or ■ A$125,000 (A$200,000 for Platinum) in any 12 month period in respect of any one eligible credit card account. 52 53 Extended Warranty Insurance For example: Extended Warranty Insurance is a benefit automatically Australian Extended available to Commonwealth Bank cardholders. The warranty period warranty period purpose of the cover is to extend the manufacturer’s 7 days 7 days expressed Australian warranty on personal goods 14 days 14 days purchased, provided the purchase is charged to the 1 month 1 month cardholder’s eligible credit card and the value of the personal goods does not exceed A$10,000 6 months 6 months (A$20,000 for Platinum). 1 to 5 years 1 year The Policy does not affect the rights of Over 5 years no cover cardholders against a manufacturer in relation to contravention of statutory or implied warranties under Australian legislation. 3. Only covered breakdowns are eligible for this extended warranty. Terms and conditions 4. Our liability for claims made pursuant to this Policy 1. The insurance cover provided by this Policy in shall not exceed: respect of the purchase of personal goods comes into effect at the end of the Australian ■ the actual Australian dollar purchase price of the warranty period that applies to those personal personal goods charged to the eligible credit goods and covers the cost to repair or replace card account; and the personal goods. ■ in any 12 month period the sum of A$10,000 (A$20,000 for Platinum) per eligible credit 2. This extended warranty period will be for an card account. equivalent duration as the Australian warranty period, up to a maximum of one full year, and does 5. You must take all reasonable care to protect not apply if the Australian warranty exceeds and maintain the personal goods insured under 5 years. this Policy. 6. If a claim is to be paid under this Policy, you must obtain approval from us prior to proceeding with any repairs or replacement of the personal goods which have broken down, or are defective. You must also retain the personal goods or parts for our inspection. 54 55 Interstate Flight Inconvenience Benefits Insurance 1. Delays Interstate Flight Inconvenience Insurance is a benefit Flight delay automatically available to Commonwealth Bank If the intended interstate flight is delayed by four hours Platinum cardholders only. It covers the Platinum or more, and no alternative transport is made available, cardholder during an Australian trip of up to 14 days, the Platinum cardholder is entitled to charge up to A$35 provided the cardholder charges the entire cost of their per person to their credit card account for meals return interstate flight fare (but not taxes, or airport or and refreshments, up to a total of A$100. travel agent’s charges) to their credit card account. 12 hour luggage delay This cover extends to the Platinum cardholder’s spouse and/or dependent children travelling with the Platinum If, following an interstate flight, your luggage containing cardholder and whose return interstate flight air fares clothes and toiletries is delayed in getting to you for over were charged to the Platinum credit card account. 12 hours, the Platinum cardholder is entitled to charge up to A$150 per person to their credit card account for Except for the cancellation cover, the other covers essential clothing and toiletries, up to a total of A$450. included in this Policy are available for a period of 14 days from the date you leave your Australian home 2. Loss or damage to personal Items to travel directly to the airport from where you are We insure you during your journey for the theft and catching your interstate flight. The cover will cease accidental loss or damage to clothing and your after this 14 day period or earlier if you return to your personal items (but not laptop computers or business Australian home within the 14 day period. items) that you have with you. This cover, however, is not designed to provide travel We will pay up to a value of A$750 for each item insurance benefits as prescribed under the Insurance to a maximum of A$1,500 in total. Contract Act 1984. 3. Funeral expenses as a result of accidental death If, whilst on an interstate journey, you die as a result of injuries caused accidentally, directly and solely by a sudden physical force (but not illness or disease), we will pay for funeral expenses up to A$2,500 per person to a maximum of A$7,000. By funeral expenses we mean: ■ the costs of returning your remains or ashes to your home town/city in Australia; and/or ■ the costs of the funeral or cremation. 56 57 4. Cancellation of domestic Guaranteed Pricing Scheme travel arrangements Guaranteed Pricing Scheme is a benefit available to Under this section, we cover you to a maximum Commonwealth Bank Platinum cardholders only, when A$3,000 if travel arrangements you have paid for new personal goods to the value of A$10,000 are (but not business related travel) are cancelled for any purchased by a Platinum cardholder anywhere in of the following reasons, subsequent to the payment Australia, and the entire cost is charged to the of the entire cost of your return interstate flight fares: Platinum cardholder’s credit card account. This scheme ■ your, your travel companion or a relative guarantees the Platinum cardholder gets the best price unexpectedly: if, within 21 days of the purchase, they advise us that – dies; they have subsequent to their purchase, received a – is seriously injured; or printed catalogue showing the same personal goods – becomes seriously ill; (same model number and same model year), by the same manufacturer, for a lower price from a store (We will need to see a medical advice written by a qualified and registered member of the medical within 25 kilometres of the store from where the profession regarding any of the above events, personal goods were purchased, and the price and be satisfied that the expenses involved are difference is greater than A$75. reasonable in amount and reasonably necessary.) Terms and conditions ■ your normal residence in Australia is totally destroyed but not as an act of terrorism; The cheaper personal good must be: ■ you are quarantined; ■ the same model number; and ■ you are subpoenaed to attend court in Australia; ■ the same model year; and ■ your arranged travel is cancelled or delayed by the ■ produced by the same manufacturer as the carrier because of unexpected natural disasters; or personal good purchased by you. ■ the cardholder or spouse is unexpectedly The entire cost of the personal goods purchased must retrenched. This does not include voluntary be charged to your Platinum credit card account. retrenchment or redundancy. The cheaper article must be available from a This cancellation cover will cease fourteen (14) days store within a 25-kilometre radius of the store where after you leave your Australian home to travel directly the personal good were purchased (excluding to the airport from where you are catching your internet sales). interstate flight, or earlier if you return to your Australian home before the 14 days has expired. The catalogue showing the cheaper article must have been printed within 21 days of the date you purchased the personal good. 58 59 You must report (make a claim) the cheaper article to us within 21 days of the purchase of the personal good. This is because we only provide cover for cheaper items reported within 21 days of the date of purchase of the original personal good. Provided the price difference is greater than A$75, we will refund the price difference up to A$500. The personal good must not have been purchased over the internet. Dispute resolution If you are unhappy with any service issue or the settlement of a claim, you may have the matter referred to our internal dispute resolution committee. This committee consists of senior managers who will review the decision. 60
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