What should I do if I need to come home early because of a family emergency or death?

You should organise your immediate trip home: 

  • If you can change your flight: pay additional costs for the flight change 
  • If you are unable to change your flight: ask for refund of the unused ticket (if possible) and a letter to confirm that the ticket was non-transferable and purchase reasonable alternative flights.
To assist with your claim, make sure that you keep receipts for all payments that you make and any relevant documentation.

Cover is available under your policy for the reimbursement of the reasonable cost of your return to Australia due to the unexpected sickness, injury or death of your close relative if you were not aware of the likelihood of their sickness, injury, or death at the time you purchased your policy, and provided they meet the close relative’s conditions as listed below.

If the unexpected sickness, injury or death of your close relative does not meet the close relative’s conditions as listed below, the most we will pay under either the Trip Disruption Expenses and Trip Cancellation Expenses is 25% of your non-refundable claim expenses up to maximum of $2000, whichever is the lesser.

Close relative conditions means all of the following: 

  • immediately before the sickness or injury that has resulted in your need to cancel your trip or return, the close relative:
    • is living independently at home, in a retirement home or retirement village, with independent living arrangements and does not need home care or flexible care provisions, 
    • is not living in a nursing home, aged care centre, residential aged care home, a high and/or low care facility, Supported Residential Services (SRS), Supported Residential Facilities (SRF) or any form of residential care facility, 
    • is not on a waiting list or aware that they required surgery, inpatient treatment or medical tests at a hospital or clinic, 
    • if pregnant, has not had complications with their pregnancy and have not had complications with their pregnancy and childbirth for any previous pregnancy, and 
  • during 3 years prior to issue of your policy, the close relative: 
    • has not been hospitalised (including for day surgery or emergency department) for the sickness or injury that has resulted in your need to cancel your trip or return home early, 
    • has not had a drug or alcohol addiction, and 
    • has not been diagnosed with a terminal condition.

Note:

  • The Trip Disruption Expenses and Trip Cancellation Expenses benefit is not available with all policies and the level of cover depends on the policy chosen.

As each individual’s circumstances are different, in the event of a claim, our claims team will assess each claim on a case by case basis.

Cover is subject to the policy terms, conditions, limits and exclusions in the Product Disclosure Statement (PDS).

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