Personal travel insurance

For 24/7 emergency assistance, call us on (02) 8880 5820 from Australia, or +61 2 8880 5820 if you’re overseas, or email us at help@robinassist.com.

You can always get in touch with our team through live chat on our website or by calling us on 02 8074 7800 from Australia, or +61 2 8074 7800 if you’re overseas, Mon – Fri during business hours (AEST), or feel free to send us an email at customercare@velosure.com.au whenever you need our help.

Travel insurance generally helps cover you from things that can go wrong when you travel. 

If you’re going overseas, it could help with things like getting sick or injured and needing medical care, losing your luggage, having to cancel your trip, or if something happens to your rental car. Some travel insurance policies give you the option to add additional cover when you are riding a motorbike or skiing.

If you’re travelling within Australia, it could cover things like your luggage, if you have to cancel your trip, rental car issues, and other unexpected problems.

It is important to review the PDS to understand the product and coverage available.

Travel insurance, in general, is designed to cover you for a range of unforeseen incidents while you are travelling. However, not all things are covered. As an example, your bicycle is not covered under the Velosure Travel policy, and you will need to take out a Velosure Bicycle policy to cover your bicycle while travelling. We suggest you make sure you read the PDS & TMD for all cover details.

The best time to buy would be after you have confirmed and committed to your next trip. Consider your needs and planned itinerary to make sure you get the travel insurance that suits your needs. You can still purchase travel insurance up until your journey departs.

• Anyone between the ages of 18 and 99.
• Your departure date is no more than 12 months from the date of purchase.
• You are an Australian resident (applicable to international travel only)
• You have not yet departed on your trip

Yes, Velosure Travel Insurance offers coverage for local, international and international multi-trip options. Just select your destination as you progress with your quote.

Yes, you can contact our team on 02 8074 7800 to request any changes to your travel dates anytime before your travel starts.

You can cancel your policy within the cooling-off period (21 days of purchase and before you travel) for a full refund. If you need to cancel after the cooling-off period and you satisfy our eligibility conditions, premiums will be refunded pro-rata from the cancellation date.

Refunds are only possible if:

• You have not started your trip
• Have not claimed
• You are not planning to claim. 

When a policy cancellation has been accepted, we will process your refund within 15 business days.

You will select your excess amount when purchasing your policy. You can find your selected excess on your Certificate of Insurance. You are able to change your excess at any point up until the day before you depart for your trip. Changing your excess will change your calculated premium.

This excess is applied on a per Insured Person, per event basis. If an event triggers benefits under multiple covers or sections, the highest relevant excess will apply.

This should be possible in most cases. Please contact our team on 02 8074 7800 to explore a policy extension. We will consider whether the original policy has lapsed. In the case of a travel delay due to a covered event, the policy automatically extends at no extra cost until you are back in Australia via the fastest route.

Trip cancellation will be covered based on policy terms and conditions when there are unforeseen changes, like medical issues, unforeseen illness or an unexpected passing.

Please see PDS for full details.

We don’t require you to declare pre-existing symptoms and conditions when purchasing your policy.

Important to know that, unless it is on our list of automatically covered pre-existing medical conditions, coverage doesn’t apply for losses caused by these symptoms/conditions. 

We define pre-existing symptoms and conditions as those known, investigated, treated, or requiring prescribed meds/surgery in the 12 months before buying the policy. The definition extends to you, fellow travellers, close relatives, or anyone named on the Certificate of Insurance.

Your policy provides coverage for certain non-competitive sports and leisure activities that include bicycling, recreational mountain biking, and bicycle tours with a licensed tour operator. The policy has some adventure activities that are on the exclusions list; these are listed on page 12 of the PDS.

Yes, Velosure Travel Insurance gives you the option to choose the optional coverage for “Cycling Events”. Please be sure to read the PDS and T&Cs to make sure the cover is right for you.

The Snow Pack doesn’t cover certain snow activities. Off-piste skiing (unless guided), freestyle skiing, ski-jumping, acrobatics, stunts, extreme skiing/snowboarding, skeleton, luge, and similar activities aren’t covered under this policy. Please review the PDS under the Optional Snow Pack section for details.

If you want coverage on the slopes, you will need to select the optional Snow Pack. When you are participating in winter sports, such as amateur skiing, snowboarding and sledding, on groomed terrain, marked slopes or trails that are maintained and monitored within ski resort boundaries, we’ll cover costs for the below:

• Prepaid Costs: We’ll pay for non-refundable, prepaid ski lift passes, snow sport equipment, hire or tuition fees you can’t use due to injury or illness sustained during your trip.
• Ski run closure: We’ll pay if you’re prevented from skiing at a pre-booked ski resort for more than 24 continuous hours during your trip due to insufficient snow or too much snow causing a total closure of the lift system.
• Hiring replacement snow sports equipment: If your snow sports equipment is lost, delayed, or damaged during the trip, we’ll pay the necessary cost of hiring replacement equipment.

All claims must be supported by receipts. For payable limits, please refer to the PDS.

Your policy covers up to AUD $2,000 per insured person for essential temporary dental treatment to relieve immediate pain or discomfort in healthy teeth. Coverage extends to dentures or orthodontic appliances that need emergency repairs for eating comfort.

If you have opted for our Motorcycle and Moped Pack, you will be covered if you hire a motorcycle or moped as a rider during your trip. 

However, there are exclusions if:

• The engine capacity is greater than 250cc;
• You don’t hold a valid Australian Motorcycle or Motor Vehicle licence;
•  You are driving without a helmet or participating in a race, motocross, or in a professional capacity.

With our Cruise Pack add-on, you will be covered for claims relating to or while cruising during your trip. For example, in the event of an illness requiring cabin confinement, we’ll pay up to the limits applicable for the Hospital benefit and confinement.

For general exclusions and special conditions, please refer to the PDS.

If you rent a vehicle during your trip that includes comprehensive car insurance cover, you will need to select the Rental Vehicle Excess optional cover to be covered.

We’ll cover you for the rental vehicle insurance excess or repair costs (whichever is lower) you’re liable for if the rental vehicle is damaged or stolen while in your control during the trip; or the cost of returning your rental vehicle to the nearest depot, including related airport concession charges, if you can’t return the vehicle due to an event covered by this policy.

We won’t cover any claim for an event occurring outside the hire dates nominated on the Certificate of Insurance, or the operation of a rental vehicle in violation of the terms of the rental agreement. For example, driving on unsealed roads.

For general exclusions and special conditions relating to this option, please see the PDS.

If your return to Australia is delayed for at least 24 hours, due to reasons beyond your control, we will cover up to AUD $50 per day to a maximum of AUD $500 if you have selected this option as part of your policy and need to extend your pet boarding arrangements.

Note that not all benefits apply and will depend on whether you have selected them (and are reflected on your Certificate of Insurance). Terms, conditions, exclusions, limits and sub-limits apply. Please read the Product Disclosure Statement (PDS) and Target Market Determination (TMD) for further details.

Travel assistance can be offered for almost anything you need while travelling (or even before).

This includes assistance with lost baggage and passports, travel tips and emergency messages to loved ones. 

For general enquiries or support, call us on (02) 8880 5820, reach out to us via live chat online or email us at anz@robinassist.com. Our team is available Mon-Fri during business hours (AEST)

For 24/7 emergency assistance, call us on (02) 8880 5820 from Australia, or +61 2 888 5820 if you’re overseas, or email us at help@robinassist.com.

If you are sick on need help cause you are feeling unwell.

We’ll connect you with a local licensed medical professional. We’ll monitor your condition, and if medically necessary, make arrangements to transport you to the nearest medical facility that can properly treat you. This includes medical emergencies occurring onboard a cruise ship (for those who have bought the optional Cruise Pack).

If you would like to claim on your travel insurance before or during a trip, you can lodge a claim. We always recommend having our contact details close at hand during your trip.

This can be done by emailing or calling us at claims@robinassist.com or (02) 8880 5820.

Or completing the online claim form here

If you find yourself in need during your travels, simply ring us up anytime, day or night. We’re here 24/7 to offer you the support you need.

Whether it’s a sudden emergency or you’re seeking guidance, don’t hesitate to reach out. Your journey’s our priority, and we’re dedicated to making it as smooth as possible.

Wherever you are you can call our friendly specialist emergency assistance and claims team on +61 2 8880 5820 from overseas or (02) 8880 5820 within Australia 24/7.

If you have any general enquiries whilst you are travelling, reach out to us via live chat or send us an email at anz@robinassist.com.