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					Emergency assistance
Your nearest Apia branch
With your Apia travel assistance card, our medical
assistance network is available to help you. 24 hours
a day, 7 days a week.

One reverse charge telephone call via the international       Travel insurance
operator will give you access to a network of experts
who will assist you, whatever the problem.
                                                              Product Disclosure Statement
                                                              and Policy Wording
Call reverse charges to any of the following numbers
Country code              Area code           Phone number
         61                   2                8907 5959
         61                   2                9202 8052
Country code              Area code            Fax number
         61                   2                9202 8220

For:
•	 emergency	medical	assistance;
•	 emergency	travel	assistance;
•	 medical	repatriation;
•	 guarantee	of	payment	of	hospital	bills;
   a
•	 	 rrangement	of	hospital	admission	and	monitoring	
   your	care;
   e
•	 	 mergency	assistance	with	lost	or	delayed	baggage.

Give your name, policy number and details of the kind
of help that you need.

This is your Apia travel assistance card. Keep it on your
person at all times, ideally separate from your policy.



                Emergency travel assistance card for
                international medical and travel assistance


   Telephone Apia medical assistance network (reverse
   charges) via the international operator.
   Country code            Area code         Phone number
         61                    2              8907 5959
         61                    2              9202 8052
   Country code            Area code          Fax number
         61                    2              9202 8220




AP02575 13/01/10 A
important messages


How to use this Product Disclosure                                                        Contents
Statement and Policy Wording                                                              The General Insurance Code of Practice                  1
No policy covers everything – therefore we have designed                                  Part 1 – Product Disclosure Statement               2–8
this Product Disclosure Statement and Policy Wording so that                              Significant features and benefits                       2
it is easy for you to distinguish between what is covered and                             Important information                                   4
what is not covered. In most areas of the Policy Wording
                                                                                          Part 2 – Policy Wording                            9 – 39
we have put         ‘What IS covered’ on the left page of the
booklet and         ‘What is not covered’ on the right page.                              Our agreement with you                                  9
                                                                                          your cover maximum benefits                            10
To fully understand your cover, you should read the
                                                                                          Definitions                                            12
appropriate section on the left page and then refer to the
specific limitations and exclusions directly opposite. you                                Benefit 1 – Cancellation charges                       14
must also read the exclusions and conditions which are                                    Benefit 2 – Baggage                                    16
on pages 32 to 35.                                                                        Benefit 3 – Emergency baggage                          18
                                                                                          Benefit 4 – Travel documents                           20
Please note: This document contains the full Policy
                                                                                          Benefit 5 – Cash, personal travellers cheques
Wording. Please read it carefully. your certificate identifies
                                                                                                       & credit cards                            20
the insured and confirms the cover which applies. The
maximum amount of cover for each benefit under the                                        Benefit 6 – Overseas medical expenses                  22
policy is as shown on page 10 under the heading ‘your                                     Benefit 7 – Personal liability                         24
cover maximum benefits’.                                                                  Benefit 8 – Accidental death benefit                   26
                                                                                          Benefit 9 – Emergency expenses                         28
We offer you a choice of covers which you may take out
                                                                                          Benefit 10 – Resumption of journey                     30
as required as either a single or as a family.
                                                                                          Benefit 11 – Missed connection                         30
All insured persons must be residents of Australia.                                       Exclusions                                             32
If there is anything you don’t understand about the policy                                Conditions                                             34
please feel free to discuss it with your nearest Apia branch,                             Pre-existing medical condition                         36
either by telephone or in person.                                                         What to do when you have a claim                       37
Please keep this document and your certificate in a                                       How we resolve your complaints                         38
safe place.                                                                               Emergency assistance                          Back cover

Notice                                                                                    It is important to note that the sections you have
If more than one person is an insured under this policy,                                  purchased will be shown on your certificate.
a failure or wrongful action by one of those persons may                                  The General insurance Code of Practice
adversely affect the rights of the other person(s) insured                                Apia believes it is important that insurance companies
under this policy.                                                                        meet high performance and service standards. We fully
                                                                                          support the General Insurance Code of Practice.
                                                                                          The code sets the standards of customer service to be
                                                                                          provided by the insurance industry. It covers matters such as
                                                                                          purchasing insurance, claims handling and dispute resolution.
                                                                                          The code is the general insurance industry’s promise to be
                                                                                          open, fair and honest in the way it deals with its customers.
This insurance product is issued by: Australian Alliance Insurance Company Limited ABN    That’s the way Apia runs its business.
11 006 471 709 Australian Financial Services Licence No. 235011. Level 4, 440 Collins
Street, Melbourne VIC 3000. This Product Disclosure Statement was prepared on 18/07/06.   you can obtain more information about the code from your
                                                                                          local Apia branch or the Insurance Council of Australia.
                                                                                                                                                      1
Part 1
Product Disclosure Statement


Please read this Product Disclosure Statement and the            •	 	 ccidental	death – an amount of $10,000 for single
                                                                    a
Policy Wording carefully so that you are aware of the risks,        policies or $20,000 for family policies if you or any
limits of cover and other significant features associated           person named on your certificate dies during your
with this policy.                                                   journey or within 12 months after its completion as
                                                                    a direct result of a bodily injury suffered during your
Significant features and benefits                                   journey	that	is	covered	by	this	policy;
The Apia Travel Insurance Policy offers four types of cover      •	 	 mergency	expenses – additional reasonable travel
                                                                    e
for you to choose from. The cover you have selected is              and accommodation expenses incurred by you
indicated on your certificate.                                      after the commencement of your journey in certain
Following is a brief summary of the significant benefits            limited	circumstances;
available under each form of cover. For the full details you     •	 	 dditional	benefits – as described in the Policy
                                                                    a
must read the entire Policy Wording which starts on page 9.         Wording on pages 9 to 39.

Comprehensive cover                                              Baggage cover
Provides cover for:                                              Provides cover only for accidental loss, damage or theft
•	 	 ancellation charges – the non-refundable portion
   c                                                             of your baggage.
   of pre-paid airfares, accommodation and other
   travel charges which you incur where you are                  Cancellation cover – Australia only
   unable to commence your journey in certain                    This type of cover is limited to travel within Australia
   limited	circumstances;                                        only and provides cover for the non-refundable portion
•	 baggage – accidental loss, damage or theft of                 of pre-paid airfares, accommodation and other travel
   your	baggage;                                                 charges which you incur where you are unable to
                                                                 commence your journey in certain limited circumstances.
•	 	 mergency	baggage – costs of emergency clothing
   e
   and toiletries if your baggage has been temporarily
   delayed	for	more	than	12	hours;                               Cancellation and baggage cover –
•	 	 ravel	documents – the physical replacement cost of
   t                                                             Australia only
   lost	or	stolen	travel	documents;                              This type of cover is limited to travel within Australia
                                                                 only and provides cover for:
•	 	 ash,	travellers	cheques	and	credit	cards – up to
   c
   $500 for the theft or loss of any cash, personal travellers   •	 	 ancellation	charges – the non-refundable portion
                                                                    c
   cheques	or	credit	cards	in	certain	limited	circumstances;        of pre-paid airfares, accommodation and other travel
                                                                    charges which you incur where you are unable to
•	 	 verseas	medical	expenses – reasonable medical,
   o
                                                                    commence your journey in certain limited
   hospital, dental, chemist or ambulance expenses which
                                                                    circumstances;	and
   are incurred by you outside Australia as a result of
   an accident or illness which occurs or first becomes          •	 	 aggage – accidental loss, damage or theft of
                                                                    b
   apparent	during	your	journey;                                    your baggage.
•	 	 ersonal	liability	– legal liability for bodily injury
   p
   or damage to someone else’s property resulting from
   an accident during your journey up to an amount
   of	$2,000,000;




2                                                                                                                             3
important information                                           you are also entitled to receive a Statement of Advice
                                                                whenever we give you any personal advice about the
About the insurer                                               authorised insurance policies. Personal advice is advice
Australian Alliance Insurance Company Limited                   that takes into account one or more of your objectives,
ABN 11 006 471 709, Australian Financial Services               financial situation or needs. The Statement of Advice will
Licence No. 235011 (AAI), has prepared this Product             contain a record of the advice given by us and the basis
Disclosure Statement and is the issuer of policies effected     on which it was given.
by Australian Pensioners Insurance Agency Pty Limited
ABN 14 099 650 996 (Apia).                                      How are we paid for providing the
Apia is the authorised representative and wholly owned          financial services?
subsidiary of AAI, and acts as AAI’s agent under an             Apia does not receive any commissions or benefits from
authority given to it by AAI to enter into contracts of         AAI when advising you about, or arranging the issue of,
insurance on behalf of AAI as insurer and deal with and         the authorised insurance policies. AAI as insurer will
settle claims on behalf of AAI. AAI can be contacted by         receive 100% of the premiums paid for the policy.
writing to Level 4, 440 Collins Street, Melbourne 3000.
                                                                What you must tell us
What services do we offer?                                      When answering our questions you will need to answer
Apia is authorised by AAI to provide the following financial    for yourself and anyone else who may receive a benefit
services:                                                       under this insurance cover. It is important that you answer
Authorised services:                                            these truthfully and accurately as they may affect our
                                                                decision to insure you or pay a claim.
   p
•	 	 rovide	personal	advice	in	respect	of	the	authorised		
   insurance	policies	(listed	below);
                                                                Exclusions
   o
•	 	 ffer	or	arrange	the	issue	of	authorised	insurance			
   policies	(listed	below);                                     your policy may not provide you with cover in
                                                                certain circumstances. Further information about the
•	 handle	and	settle	claims.                                    circumstances in which exclusions under this policy
Authorised insurance policies:                                  may apply is contained on pages 32 and 33.
•	 Apia	and	AAI	branded	Household	Insurance;
•	 Apia	and	AAI	branded	Motor	Vehicle	Insurance;                Premiums
•	 Apia	and	AAI	branded	Boat	Insurance;                         We calculate your premium after taking a variety of factors
                                                                into account. Some factors are set, such as our costs
•	 Apia	and	AAI	branded	Caravan	Insurance;                      of distribution and profit component. Other factors can
•	 Apia	and	AAI	branded	Travel	Insurance;                       affect the amount of your premium. The higher your risk
•	 Apia	branded	Motorhome	Insurance.                            profile, the higher your premium. Using our experience we
                                                                decide what factors will increase your risk profile and how
If we recommend you acquire a particular insurance policy,
                                                                they impact on the premium.
or arrange for the issue of an insurance policy, we will also
provide you with a Product Disclosure Statement containing      The following table is a guide on how these factors
information to help you make an informed decision about         combine together and may impact on our assessment of
the policy.                                                     the risk and therefore, your premium.




4                                                                                                                         5
                            May reduce       May increase     Excess
    Factor                                                    When you make a claim under your policy, you may
                            premium          premium
                                                              be required to pay an excess in respect of your claim.
    The length of time      your premium is calculated on     There are two types of excess that may apply to your policy.
    that you will be        the number of days you will be
    travelling              travelling                        Standard excess
                                                              This is the first amount that you may need to contribute
    The country/countries                    Worldwide        towards your claim. The amount of your standard excess
    to which you are                         cover required   is shown on your certificate.
    travelling
                                                              Optional excess
    If you have pre-                         Cover for        To reduce your premium, you may choose to have a higher
    existing medical                         pre-existing     excess. If you have chosen an optional excess, this will
    conditions for which                     medical          replace your standard excess. The amount of any optional
    cover is required                        conditions       excess is shown on your certificate.
                                             is required
    If you require a                         Cover required   Cancelling this policy
    greater amount of                        for baggage in   you may cancel this policy at any time and you will be
    baggage cover                            excess of the    refunded the unexpired portion of the premium, less any
                                             policy limits    non-refundable government taxes and duties, provided
                                                              you have not commenced your journey and you have
                                                              not made a claim under the policy.
    The amount of your      An optional                       How to make a claim
    excess                  excess that                       For information about how to make a claim under your
                            is higher than                    policy, see ‘What to do when you have a claim’ on page 37.
                            the standard
                            excess                            What to do if you have a complaint
                                                              For information about how we deal with your complaints,
your premium also takes into account our obligation to        see	‘How	we	resolve	your	complaints’	on	pages	38	
pay any relevant compulsory government charges, taxes         and 39.
or levies (e.g. Stamp Duty, GST and Fire Services Levy)
in relation to your policy. These amounts will be set out
separately on any certificate of insurance as part of the
total premium payable.




6                                                                                                                          7
                                                                                           Part 2
                                                                                           Policy Wording


Your privacy                                                                               Our agreement with you
Apia complies with Australia’s privacy laws.                                               Apia on behalf of Australian Alliance Insurance Company
We may communicate your information to organisations                                       Limited ABN 11 006 471 709 agrees in return for your
to whom we outsource certain functions such as claim                                       premium to insure you in the circumstances and subject
assessing or mail processing. In these circumstances                                       to the terms and conditions and amounts of cover set out
confidentiality agreements apply. On occasion, we may be                                   in this policy.
obliged to disclose information by law if requested to do so.
For full details of our privacy policy, you can:
   v
•	 	 iew	it	online	at	apia.com.au or	alternatively;
   r
•	 	 equest	a	copy	of	our	privacy	brochure	titled	‘Privacy
   and your Personal Information’ by calling 13 50 50
   or visiting a branch.
Apia likes to keep you informed about our products,
which may be of interest to you. If you would prefer not
to receive any promotional material (including the free
magazine ‘Beyond 50’) and have not previously told us,
then please call 13 50 50 at any time.
Please note that you may be able to access any information
we hold about you.

How to contact Apia:
   i
•	 	n	person	at	any	Apia	branch;
   b
•	 	 y	telephone	on	13 50 50 – 24 hours, 7 days a week;
   o
•	 	 n	the	web	at	apia.com.au




Information in this Product Disclosure Statement is subject to change from time to time.
We will issue a supplementary or replacement Product Disclosure Statement if the
change is materially adverse.
For other changes, updated information can be obtained at any Apia branch
or by calling 13 50 50. A paper copy of any updated information will be provided,
free of charge, on request.


8                                                                                                                                                     9
Your cover
Maximum benefits


The benefits you have purchased are shown on            Destinations covered under this policy:
your certificate.                                       ‘Destination’ means the country or region you are visiting
                                                        on your journey and shown on your certificate.
     Benefit                    Single      Family      We have travel policies covering the following regions:
                                                        •	 ‘Australia’;
 1. Cancellation charges        Unlimited   Unlimited
                                                        •	 	South Pacific and Indonesia’ means New Zealand,
                                                           ‘
                                                           Fiji, Indonesia (including Bali), Norfolk Island, Papua New
 2. Baggage                     $5,000      $10,000        Guinea,	Lord	Howe	Island,	New	Caledonia,	Vanuatu,	
                                                           Cook	Islands,	Samoa,	Solomon	Islands	and	Nauru;
 3. Emergency baggage           $350        $700        •	 	East Asia’ means Thailand, Philippines, Malaysia,
                                                           ‘
                                                           Vietnam,	Cambodia,	China,	Hong	Kong,	Macau,	
 4. Travel documents            $3,000      $6,000         Singapore, Taiwan, Laos, Korea, Burma, Borneo,
                                                           Brunei	and	Guam;
 5. Cash, personal travellers                           •	 ‘Worldwide’ means all other countries excluding the
                                $500        $500
    cheques and credit cards                               above regions and the USA, Canada or Japan.
 6. Overseas medical                                    Stopovers of up to 72 hours outside your region
                                Unlimited   Unlimited   are permitted.
    expenses

 7. Personal liability          $2,000,000 $2,000,000

 8. Accidental death            $10,000     $20,000

 9. Emergency expenses          $5,000      $10,000

 10. Resumption of journey      $3,000      $6,000

 11. Missed connection          $3,000      $6,000




10                                                                                                                   11
Definitions
Applicable to your policy


In this policy:                                                          c
                                                                  	 	 •		 hildren	who	are	from	the	same	family	and	are	
1. ‘your certificate’ means any certificate of insurance,                travelling together but who are without parental care
     renewal certificate or schedule showing details of                  or supervision.
     your policy.                                                      ALL of whom are named on your certificate.
2. ‘policy’ means your contract of insurance with us              9. ‘we’, ‘our’, ‘us’ means Australian Alliance Insurance
      and includes the Policy Wording, your certificate                Company Limited.
      and any endorsements.                                       10. ‘specified person’ means:
3. ‘Policy Wording’ means the summary of the terms                       y
                                                                  	 	 •		 our	spouse	or	de	facto	spouse	of	either	gender,	
     of the policy contained in part 2 of this document.                 parent, parent-in-law, daughter, son, daughter or
4. ‘period of insurance’ means the period that begins:                   son-in-law, brother, sister, brother or sister-in-law,
	 	 •		or	cancellation	charges	(Benefit	1),	from	the	issue	
       f                                                                 grandchild, grandparent, step-parent, fiancee,
       date	shown	on	your	certificate;                                   guardian or any of your close business associates
                                                                         residing	in	Australia;
     •f
	 	 	 		or	all	other	benefits	of	this	policy,	from	the	travel	
       start date shown on your certificate,                             a
                                                                  	 	 •		 	friend	with	whom	you	have	arranged	to	travel.
     and the period that ends:                                    11. ‘specified item’ means, in relation to baggage
	 	 •		 n	the	travel	finish	date	shown	on	your	certificate;	or
       o                                                               cover, an item the value of which is specified on
	 	 	 		 hen	you	return	to	your	home	in	Australia,
     •w                                                                your certificate.
     whichever happens first.                                     12. ‘children’ means persons up to 21 years of age.
5. ‘illness’ means sudden and unforeseen sickness                 13. 	excess’ means the amount stated on your certificate
                                                                       ‘
     or disease which results in you being certified in writing        which will be deducted from the amount paid by us in
     as medically unfit to travel by a qualified Medical               settlement of any claim made by you under this policy.
     Practitioner.                                                14. ‘journey’ means the travel we insure you for
6. ‘accidental injury’ means bodily injury, caused                     beginning when you leave your normal place
     accidentally by external means which results in you               of residence in Australia and ending when you return
     being certified in writing as medically unfit to travel by        to your normal place of residence in Australia.
     a qualified medical practitioner.                            15. 	pre-existing	medical	condition’ means:
                                                                       ‘
7. ‘travel documents’ means your passport, tickets,                      a
                                                                  	 			•		 ny	ongoing	medical	condition	which	has	been	
     accommodation vouchers and similar documents                        under investigation by a qualified provider of medical
     but does not include cash, travellers cheques and                   services	and	is	a	documented	medical	abnormality;
     credit cards.                                                       a
                                                                  	 			•		 ny	medical	condition	for	which	treatment	or	
8. ‘you’ and ‘your’ means:                                               medication has been prescribed during the 30 days
                                                                         prior to the issue of this policy.
	 	 in	the	case	of	a	single	policy	the	insured	person;	and
     in the case of family policies:
       t
	 	 •		he	insured	person;
       t
	 	 •		he	insured	person’s	spouse	or	de	facto;
       t
	 	 •		he	insured	person’s	children	and	any	other	children		
       who accompany and are under the care of the
       insured	person;	and	



12                                                                                                                           13
Benefit 1
Cancellation charges: The cover


                      What IS covered                                            What is NoT covered

This benefit applies only if shown on your certificate.     The exclusions on pages 32 and 33.
We will cover you for the non-refundable portion of all     Cancellation due to or as a result of:
pre-paid fares, accommodation and other travel charges         t
                                                            •	 	he	decision	by	you	or	your	travelling	companion	not	
which you incur and pay during the period of insurance         to	commence	your	journey;
because of:                                                    y
                                                            •	 	 our	financial	circumstances	or	contractual	obligations	
   y
•	 	 our	death	or	the	unexpected	death	of	a	                   or	those	of	your	travelling	companion;
   specified	person;                                           a
                                                            •	 	 ny	demand,	request	or	suggestion	by	your	spouse,	
   a
•	 	 	serious	and	sudden	illness	or	accidental	injury	to	      parent	or	employer;
   you	or	a	specified	person;                                  d
                                                            •	 	 efault	by	a	travel	agent;
   y
•	 	 our	retrenchment	or	that	of	any	of	your	                  d
                                                            •	 	 elays	caused	by	or	contributed	to	by	your	carrier;
   travelling	companions;                                      t
                                                            •	 	he	inability	or	failure	of	your	tour	operator	or	organiser	
   a
•	 	 ny	unforeseen	circumstances	outside	your	control.         to complete arrangements for a group tour due to an
                                                               insufficient	number	of	participants;
                                                               t
                                                            •	 	raffic	conditions	or	delays;
                                                               t
                                                            •	 	he	necessity	for	you	to	sit	for	a	supplementary	
                                                               examination;
                                                               t
                                                            •	 	he	unexpected	death	or	the	illness	of	or	accidental	
                                                               injury	to	someone	other	than	a	specified	person;
                                                               t
                                                            •	 	he	insolvency	or	financial	collapse	of	an	airline	that	
                                                               is not a full member of the International Air Transport
                                                               Association;
                                                               t
                                                            •	 	he	insolvency	or	financial	collapse	of	any	other	transport	
                                                               provider, accommodation provider or tour operator
                                                               wholesaler where, in the case of transport, your booking
                                                               was not made directly with the transport provider or
                                                               where your booking or reservation was made with a
                                                               person, firm or company not covered by a licensed
                                                               travel compensation fund.
                                                            The cancellation of any booking or reservations made
                                                            using frequent flyer points or similar reward scheme.




14                                                                                                                       15
Benefit 2
Baggage: The cover


                      What IS covered                                           What is NoT covered

This benefit applies only if shown on your certificate.    The exclusions on pages 32 and 33.
We will cover you for accidental loss of or damage to      We will not pay under this benefit:
or theft of your personal baggage, your clothing or your      a
                                                           •	 	 ny	amount	exceeding	$3,000	for	any	camera,	video	
personal effects which are designed to be worn or             recorder or item of sound and picture recording
carried and which you take on your journey or which           equipment	including	their	respective	accessories;
you purchase during your journey.
                                                              a
                                                           •	 	 ny	amount	exceeding	$700	for	any	other	article	or	
We will also cover you for accidental loss of or damage       any pair or set of articles unless a higher amount is
to or theft of any specified item.                            specified	on	your	certificate;
At our option we shall either:                                l
                                                           •	 	oss	or	damage	to	cash,	negotiable	instruments,	
   p
•	 	 ay	the	reasonable	cost	of	repairing	your	property	       travellers	cheques	or	travel	documents;
   which	has	been	damaged;                                    l
                                                           •	 	oss	or	damage	arising	from	delay,	detention	or	
   r
•	 	 eplace	your	property	which	has	been	damaged	or	          confiscation	by	customs	officers	or	other	officials;
   stolen;	or
                                                              l
                                                           •	 	oss	or	damage	to	any	items	transported	under	a	freight	
   c
•	 	 ompensate	you	in	cash	for	your	loss	or	damage.           contract or as unaccompanied baggage unless those
If, at your request, we agree to compensate you in            transport arrangements were made in conjunction with
cash, we will reduce the cash compensation by an              the	issue	of	your	travel	ticket;
amount equal to any trade discount which we would             l
                                                           •	 	oss	or	theft	of	baggage	left	unattended	by	you	in	
have obtained from a supplier had we chosen to repair         a	public	place;
or replace your property.
                                                              l
                                                           •	 	oss	or	theft	of	baggage	from	an	unlocked	vehicle;
                                                              d
                                                           •	 	 amage	to	sporting	goods	or	equipment	whilst	in	use;
                                                              l
                                                           •	 	oss	of	or	damage	to	any	items	used	for	trade,	business	
                                                              or	professional	purposes;
                                                              a
                                                           •	 	 ny	loss,	damage	or	theft	not	reported	within	24	hours	
                                                              to the Police or to a responsible officer of the aircraft or
                                                              vessel	in	which	the	loss,	damage	or	theft	occurred;
                                                              l
                                                           •	 	oss	or	damage	resulting	from	electrical	or	electronic	
                                                              breakdown, failure or malfunction.
                                                           We will not in any circumstances pay more than the
                                                           applicable	maximum	benefit	plus	the	value	of	any	
                                                           specified items.




16                                                                                                                       17
Benefit 3
Emergency baggage: The cover


                       What IS covered                                           What is NoT covered

This benefit applies only if shown on your certificate.         The exclusions on pages 32 and 33.
We will reimburse you the costs you incur to purchase           We will not pay under this benefit:
emergency clothing and toiletries during your journey, when:       c
                                                                •	 	 osts	recoverable	from	another	party;
   y
•	 	 our	baggage	has	been	temporarily	delayed	by	more	             c
                                                                •	 	 osts	for	which	receipts	are	not	presented.
   than	12	hours	from	its	scheduled	arrival	time;	and           We will not in any circumstances pay more than
   t
•	 	he	delay	is	caused	by	your	carrier;	and                     the	applicable	maximum	benefit.
   y
•	 	 ou	provide	written	proof	of	the	delay	from	your	carrier.




18                                                                                                                19
Benefit 4
Travel documents: The cover


                       What IS covered                                             What is NoT covered

This benefit applies only if shown on your certificate.        The exclusions on pages 32 and 33.
We will cover you for loss or damage arising from the          We will not pay you more than the cost of physically
accidental loss, theft or unauthorised use of your travel      replacing lost or stolen travel documents.
documents taken with you on your journey.                      We will not pay for:
                                                                  t
                                                               •	 	he	cost	of	fares	or	accommodation	incurred	as	a	result	
                                                                  of	loss	or	theft	of	your	travel	documents;
                                                                  l
                                                               •	 	oss	or	damage	arising	from	the	loss	of	rights	or	
                                                                  privileges attaching to your travel documents.
                                                               We will not cover you unless you reported the loss
                                                               and theft within 24 hours to the Police or a responsible
                                                               officer of the aircraft or vessel in which the loss or
                                                               theft occurred.
                                                               We will not in any circumstances pay more than the
                                                               applicable	maximum	benefit.




Benefit 5
Cash, personal travellers cheques
& credit cards: The cover


                       What IS covered                                             What is NoT covered

This benefit applies only if shown on your certificate.        The exclusions on pages 32 and 33.
We will cover you for theft of cash or for any loss incurred   We will not cover you unless you reported the theft
by you as a result of the theft of your personal travellers    within 24 hours to:
cheques or credit cards taken with you on your journey.           t
                                                               •	 	he	Police	or	a	responsible	officer	of	the	aircraft	or	
We will indemnify you in respect of your legal liability for      vessel	in	which	the	loss	or	theft	occurred;
the unauthorised use of your lost or stolen credit cards.         a
                                                               •	 	 	responsible	officer	of	the	bank	or	financial	
                                                                  institution which issued the personal travellers cheques
                                                                  or credit cards.
                                                               We will not in any circumstances pay more than the
                                                               applicable	maximum	benefit.




20                                                                                                                           21
Benefit 6 Overseas medical
expenses: The cover


                       What IS covered                                        What is NoT covered

This benefit applies only if shown on your certificate.    The exclusions on pages 32 and 33.
We will refund to you all reasonable medical, hospital,    We will not pay expenses which are covered by Medicare
dental, chemist or ambulance expenses which are            or any statutory health or compensation scheme or
incurred by you outside Australia as a result of an        expenses which we are prevented from paying by law.
accidental injury or of an illness which occurs or first   We will not pay any expenses incurred after the expiration
becomes apparent during the course of your journey.        of 12 months from the date of first occurrence of the
                                                           accident or Illness.
We will pay you $100 cash for every day you spend          We will not make this cash payment for any more than
in hospital during your journey.                           31 days.
                                                           We will not, in any circumstances, pay more than the
                                                           aggregate of $5,000 in respect of this benefit if there is
                                                           more than one claim for this benefit. The maximum benefit
                                                           will be apportioned equally.
We reserve the right to repatriate you to your home        We will not pay the cost of any ongoing medical treatment,
in	Australia	at	our	expense	if	medical	advice	allows.	     medication, tests or examinations incurred by you during
We	will	pay	any	expenses	incurred	for	medical	             your journey which were prescribed for you by your
attendants, support staff and any upgrade in airfare       doctor prior to the commencement of your journey.
class that is approved by medical advice. If you do
not agree to repatriation we shall have no further
liability	for	medical	expenses.
In the case of your death outside Australia, we will
also pay the reasonable cost of your overseas funeral
expenses or expenses for transporting your remains
or ashes to your home in Australia.
Period	of	insurance	extension
In respect of overseas medical expenses (Benefit 6)
the period of insurance will be extended to the date
upon which your treatment for accidental injury or
illness is completed.




22                                                                                                                  23
Benefit 7
Personal liability: The cover


                      What IS covered                                             What is NoT covered

This benefit applies only if shown on your certificate.      The exclusions on pages 32 and 33.
We will cover you for legal liability for bodily injury or   We will not pay under this benefit for claims:
damage to property resulting from an accident occurring         a
                                                             •	 	 rising	out	of	your	ownership	of	land	or	buildings;
during your journey plus legal costs incurred with our          a
                                                             •	 	 rising	out	of	or	in	connection	with	the	provision	or	
consent or ordered against you.                                 consumption	of	alcohol	or	drugs;
                                                                a
                                                             •	 	 rising	out	of	or	in	connection	with	any	trade	or	
                                                                business carried on by you or any other person
                                                                covered	by	this	policy;
                                                                r
                                                             •	 	 esulting	from	ownership	or	control	of	lifts,	vehicles	
                                                                (other than garden appliances which do not have to be
                                                                registered and pedal bicycles), water-borne craft (other
                                                                than rowing boats and canoes under three metres in
                                                                length, surfboards, surfmats, sailboards and water skis),
                                                                aircraft	or	aircraft	landing	areas;
                                                                d
                                                             •	 	 ue	to	vibration	or	interference	with	the	support	of	land,	
                                                                buildings	or	other	property;
                                                                d
                                                             •	 	 ue	to	your	liability	under	a	contract;
                                                                d
                                                             •	 	 ue	to	your	unlawful,	malicious,	deliberate	or	
                                                                intentional	acts;
                                                                r                                             m
                                                             •	 	 esulting	from	the	transmission	of	any	com	 unicable	
                                                                disease.
                                                             The death or illness of you, your travelling companion,
                                                             any member of your family, any person who ordinarily
                                                             lives in your home or any person employed by either
                                                             you or any such person.
                                                             Loss or damage to property belonging to or under the
                                                             control of you, your travelling companion, any member
                                                             of your family, any person who ordinarily lives at your
                                                             home or any person employed by you or any such person.
                                                             Any penalties, fines, punitive, exemplary or liquidated
                                                             damages payable by you.
                                                             We will not in any circumstances pay more than
                                                             the	applicable	maximum	benefit	in	relation	to	one	
                                                             occurrence or series of occurrences arising from
                                                             the one event.




24                                                                                                                         25
Benefit 8 Accidental death
benefit: The cover


                        What IS covered                                           What is NoT covered

This benefit applies only if shown on your certificate.         The exclusions on pages 32 and 33.
Single policy:
We will pay the amount for this benefit to your legal
representative(s) if you die:
   d
•	 	 uring	your	journey	or	within	12	months	after	
   its	completion;
   a
•	 	 s	a	direct	result	of	bodily	injury	suffered	during	your	
   journey;	and
   c
•	 	 aused	solely	by	violent,	accidental,	external	and	
   visible means.
Family policy:                                                  We will not in any circumstances pay more than an
We will pay the amount for this benefit to the respective       aggregate of $20,000 in respect of this benefit.
legal representative(s) of any person named on your             If there is more than one claim for this benefit the
certificate who dies:                                           maximum benefit will be apportioned equally.
   d
•	 	 uring	your	journey	or	within	12	months	after	
   its	completion;
   a
•	 	 s	a	direct	result	of	bodily	injury	suffered	during	your	
   journey;	and
   c
•	 	 aused	solely	by	violent,	accidental,	external	and	
   visible means.




26                                                                                                                     27
Benefit 9
Emergency expenses: The cover


                       What IS covered                                              What is NoT covered

This benefit applies only if shown on your certificate.         The exclusions on pages 32 and 33.
We will cover you for additional reasonable travel and          We will not pay any amount which you can recover from
accommodation expenses (in excess of those which you            someone else.
would normally have incurred and which are necessarily          We will deduct amounts which are refundable to you on
and actually incurred by you) of the same standard or fare      insured travel vouchers or tickets.
class originally chosen by you which you incur after the
commencement of your journey if:
   y
•	 	 ou	have	to	return	to	Australia	because	of	the	             We will not pay anything more than is reasonable in the
   unexpected death of or sudden Illness or serious             circumstances if you have not made every reasonable effort
   accidental	injury	of	a	specified	person;                     to avoid additional expenses due to any of those causes.
   y
•	 	 ou	have	to	return	to	Australia	as	a	consequence	of	
   accidental injury or illness for which a claim is payable
   by	us	for	medical	expenses;
   a
•	 	 s	a	result	of	accidental	injury	or	illness	sustained	by	
   you and on the recommendation of the registered
   medical practitioner treating you, it is necessary for a
   close friend or relative of yours to travel to and remain
   with you until you are able to either resume your journey
   or	return	to	Australia;
   y
•	 	 our	journey	is	interrupted	due	to	you	or	a	specified	
   person suffering sudden illness or serious
   accidental	injury;
   a
•	 	 ny	unforeseen	circumstance	outside	your	control	
   occurs resulting from delay in or cancellation of
   scheduled public transport services due to riot, strike
   or civil commotion, hijack, natural disaster or severe
   weather	conditions;
   a
•	 	 n	airline	with	whom	you	have	travel	arrangements	          Insolvency to an airline which is not a full member of
   cancels your flight or ceases to operate due to              the International Air Transport Association.
   becoming	insolvent;
   y
•	 	 ou	lose	your	passport	or	travel	documents;                 If your passport was confiscated by any
                                                                government authority.
•	 	 ou	are	directed	to	quarantine.
   y                                                            We will not pay this benefit if you have not taken all
                                                                reasonable steps to avoid quarantine.
In addition to these emergency expenses, if your journey        We will not in any circumstances pay more than
is interrupted or delayed as a direct result of the hijack of   the	applicable	maximum	benefit.
the conveyance on which you are travelling, we will pay an
allowance of $100 per person insured under this policy for
each day that the hijack lasts.


28                                                                                                                       29
Benefit 10
Resumption of journey


                       What IS covered                                               What is NoT covered

This benefit applies only if shown on your certificate.          The exclusions on pages 32 and 33.
If you have to return to Australia due to an accidental injury   We will not pay this benefit if at the time you have to
or illness for which a claim for medical expenses is payable     return to Australia you have completed 75% of the
by us or due to the death of or accidental injury or illness     duration of your journey.
suffered by a specified person in Australia, we will pay your    We will not pay to upgrade you to a higher fare, class or
transportation costs to the place where your journey was         travel standard than you purchased prior to the interruption.
interrupted if you resume your journey within three months
                                                                 We will not in any circumstances pay more than the
of your return to Australia.
                                                                 applicable	maximum	benefit.




Benefit 11
Missed connection


                        What IS covered                                              What is NoT covered

This benefit applies only if shown on your certificate.          The exclusions on pages 32 and 33.
If the principal purpose for your journey is to attend a         You will not be entitled to this benefit:
wedding, funeral, conference or sporting event and due              u
                                                                 •	 	 nless	you	have	booked	and	paid	for	the	transport	
to circumstances beyond your control you find that you              with	a	registered	transport	provider;
cannot get to your destination by the originally scheduled          i
                                                                 •	 	f	the	reason	for	the	delay	is	the	cancellation	of	
time of the event, we will pay the reasonable additional            the transport.
cost of alternative public transport to enable you to arrive
at the event in time.                                            We will not in any circumstances pay more than
                                                                 the	applicable	maximum	benefit.




30                                                                                                                          31
Exclusions
Applicable to your policy


       this policy does not cover loss, damage or                D. you doing paid work during your journey, unless
       liability caused by or arising from:                         the paid work is for your usual employer in Australia
•	 	he	use,	misuse	or	existence	of	nuclear	weapons	
   t                                                                and you arranged to do this paid work before you
   or the use, misuse, escape or existence of nuclear fuel,         left	Australia;
   waste or materials or ionising radiation or contamination     E. your failure to obtain and follow proper medical
   from such fuels, waste or materials, or the combustion,          advice as soon as possible after any event which
   detonation, fission and/or fusion of nuclear fuel or             may	give	rise	to	a	claim	under	this	policy;
   nuclear	materials;                                            F. participation by you in any of the following activities:
   t
•	 	he	existence	of,	or	operation	of,	or	threatened	existence	      hunting, parachuting, racing other than on foot,
   or operation of chemical or biological weapon(s) or              polo, football, underwater diving using an artificial
   actual or threatened pollution or contamination from             breathing apparatus (unless you hold an open
   such weapons, or action taken by a public authority              water diving licence or you were diving under
   or anybody authorised by a public authority to prevent,          licensed instruction), hang gliding, mountaineering,
   limit,	or	remedy	such	pollution	or	contamination;                rock climbing requiring the use of ropes or guides,
   w
•	 	 ar,	invasion,	act	of	a	foreign	enemy,	hostilities	             competitive snow or ice sports or any professional
   (whether war be declared or not), civil war, rebellion           sporting	events;
   or	insurrection;                                              G. you being in control of a motorcycle without a
   a
•	 	 ny	unlawful	act	committed	by	you;                              current Australian licence other than on the islands
   a
•	 	 ny	contract	or	undertaking	entered	into	by	you	without	        of Bali, Phuket, Ko Samui or Sri Lanka.
   our	written	authority;
   c
•	 	 onsequential	loss	of	any	kind;
   a
•	 	 ir	travel	other	than	as	a	passenger	on	a	fully	licensed	
   passenger carrying aircraft operated by an airline or air
   charter	company;
   d
•	 	 elay	or	the	detention,	confiscation	or	destruction	
   of your property by Customs Officers or any other
   governmental official or authority other than loss or
   damage expressly covered by this policy arising from
   quarantine, natural disaster or loss or theft of your
   travel	documents	or	personal	travellers	cheques;
   a
•	 	 ny	governmental	intervention,	prohibition,	regulation	
   or	devaluation;
   u
•	 	 nder	benefits	1,	6	or	9:
   A. any pre-existing medical condition you or a
         specified person has, unless we have agreed in
         writing	to	cover	that	pre-existing	medical	condition;
         c
	 B.	 	 omplications	after	the	26th	week	of	a	pregnancy;
   C. suicide, attempted suicide, mental illness, self
         inflicted	injuries	or	anxiety	attack;




32                                                                                                                         33
Conditions
Applicable to your policy


1.   Australian dollars                                        8. Assistance
     All benefits under this policy are expressed in               If, after payment of a claim, we wish to recover the
     Australian dollars. All premiums and claims shall be          amount we have paid from another person then,
     paid in Australian dollars. We will pay you unless you        subject to the Insurance Contracts Act, we can do so
     tell us to pay somebody else. The rate of currency            and you and any other person entitled to cover under
     exchange that will apply is the rate at the time you          this policy must give us any information and help that
     incurred the expense.                                         we may reasonably require.
2.   Reduction after claim                                     9. Legal representation
     If you make a claim under this policy, the limit of our       We may represent or defend you or any person
     liability for the benefit in respect of which the claim       entitled to cover under this policy in respect of legal
     has been paid shall be reduced by the amount of               liability as we see fit at any inquest or inquiry or in
     that claim. This condition does not apply in respect          any action or proceedings.
     of benefit 7.                                             10. Cancellation by you
3.   Protection of property                                        This policy may be cancelled by you at any time,
     you must take all reasonable steps to safeguard your          either by telephone or in writing. If you cancel this
     property from damage and to maintain your property            policy, you will be refunded the unexpired portion
     in good condition.                                            of the premium, less any non-refundable government
4.   Inspection                                                    taxes and duties.
     We shall at all reasonable times have free access         11. Cancellation by us
     to examine your property.                                     We may cancel this policy at any time where we are
5.   Repairs                                                       entitled to do so under the Insurance Contracts Act.
                                                                   If we cancel this policy, we will repay the amount of
     you must not replace or carry out or authorise
                                                                   the premium paid for the unexpired period of this
     any repairs to your damaged property (other than
                                                                   policy calculated from the date of cancellation.
     emergency repairs or replacement up to $500)
     without our prior written consent.
6.   other persons bound by this policy
     Any person entitled to cover under this policy is bound
     by its terms and conditions.
7.   Breach of policy
     If you breach or fail to comply with this policy and
     your breach or failure prejudices our interests, we
     may, subject to the Insurance Contracts Act, refuse
     to pay any claim under this policy either in whole or,
     at our option, in part.




34                                                                                                                           35
Pre-existing medical conditions                               What to do when you have a claim


Cover	for	pre-existing	medical	conditions                     When a claim arises under this policy, you must:
If you have a pre-existing medical condition, you are not     1. Take immediate steps at your own expense to
automatically covered under this policy if a claim arises        minimise the damage.
as a result of that problem, such as cancellation of your     2. Not admit liability for or offer, agree or promise to
journey or medical expenses incurred overseas.                   settle any claim with a third party without our prior
To	apply	to	have	this	cover	extended	you	must:                   written consent.
   c
•	 	 omplete	our pre-existing medical form and                3. Immediately notify the Police if a crime is suspected.
   return it to us not less than 10 days prior to the         4. Promptly notify us of every loss or event and of any
   commencement of your journey after which we will              claim made against you. you must also promptly
   notify	you	in	writing	whether	or	not	we	accept	the	risk;      forward to us any writ, summons or proceedings which
   p
•	 	 ay	the	additional	premium	specified	by	us.                  you receive relating to any prosecution, inquest or
                                                                 hearing and all other information relevant to those
                                                                 matters where any liability under this policy may arise.
                                                              5. As soon as possible (preferably within 30 days)
                                                                 provide us with full written details of the damage.
                                                              6. Make your damaged property available for inspection
                                                                 by us or our representative and, if we require, deliver
                                                                 it to us.
                                                              7. When requested, provide us with all proofs, information,
                                                                 Police and other reports relating to stolen or lost
                                                                 property, co-operation and assistance in relation to
                                                                 a claim (including giving evidence in court) as we may
                                                                 reasonably require.




36                                                                                                                     37
How we resolve your complaints


1. our goal is to have you as a happy, long-term             3. Rest assured… this is what we will do…
   customer. We want you to be completely satisfied             If you call, you will be told the name of the most
   in all your dealings with us.                                appropriate person to deal with the matter.
   Apia is committed to dealing with our customers by:          If you write to us, your letter will be directed to the
	 •	listening	carefully	to	what	you	tell	us;                    correct person.
      b
	 •		 eing	accurate	and	honest	in	telling	you	about	our	        In either case:
      products	and	services;
                                                                   y
                                                             	 •		 our	complaint	will	be	handled	by	the	person	who	
      c
	 •		 ommunicating	with	you	professionally	and	in	plain	           has	the	authority	to	deal	with	it;	and
      language;	and
                                                                   t
                                                             	 •		his	person	will	consider	the	facts	and	contact	you	
      r
	 •		esolving	any	complaints	or	concerns	you	have	with	us.         to resolve your complaint as soon as possible,
   So if you think we have let you down in any way, or             usually within 24 hours of receipt.
   our service is not what you expect (even if through          If this person is not able to resolve the matter to your
   one of our sub-contractors), please let us know so we        satisfaction, then it will be referred to a Dispute
   can help.                                                    Resolution Manager who has the authority to deal with
2. How to tell us when you are not happy (or even if            it and you will be contacted within five business days.
   you just want to clarify something).                         If this person is not able to resolve the matter to your
   you can tell us:                                             satisfaction, then it will be referred to the Chief
   By phone                                                     Executive. you will be sent our final decision in writing
                                                                within 15 business days from the date you first made
   If you have a complaint please call
                                                                your complaint.
     13 50 50                                                4. And if your complaint remains unresolved…
     If we are unable to resolve the matter over the phone      We expect our procedures will deal fairly and promptly
     we will ask you to put it in writing.                      with	your	complaint.	However,	if	you	remain	dissatisfied	
     In writing                                                 you also have external dispute resolution options such
     Send us the full details of your complaint, including      as mediation, arbitration or legal action.
     any supporting documents and evidence, and explain         you can also raise certain complaints directly with the
     what you would like us to do.                              Financial Ombudsman Service. This is an independent
     Please address this information to your nearest            body and its service is free to you. We agree to accept
     Apia branch.                                               the service’s decision. Again, you have the right to take
                                                                legal action if you don’t accept the service’s decision.
     In person
                                                                you can write to them at:
     Come in and talk to us, face to face at your local
     Apia branch.                                                   F
                                                             	 •	 	 inancial	Ombudsman	Service	Limited
                                                                    GPO Box 3
                                                                    Melbourne	VIC	3001;	or
                                                                    p
                                                             	 •	 	 hone	1300	780	808	for	the	cost	of	a	local	call	
                                                                    anywhere in Australia.




38                                                                                                                     39
Your travel notes




                    Emergency travel
                    assistance card




40                                     41