Travel Insurance – FAQ2019-07-08T12:52:46+10:00

FAQ – Travel Insurance

What is a pre-existing medical condition?2022-11-25T11:38:44+10:00

“Existing Medical Condition” means a disease, illness, medical or dental condition or physical defect that, at the Relevant Time, meets any one of the following:
a) Has required an emergency department visit, hospitalisation or day surgery procedure within the last 12 months.

b) Requires:
(i) prescription medication from a qualified medical
(ii) regular review or check-ups;
(iii) ongoing medication for treatment or risk factor control; or
(iv) consultation with a specialist.

c) Has:
(i) been medically documented involving the brain, circulatory system, heart, kidneys, liver, respiratory system or cancer; or
(ii) required surgery involving the abdomen, back, brain, joints or spine that required at least an overnight stay in hospital.

d) Is:
(i) chronic or ongoing (whether chronic or otherwise) and medically documented;
(ii) under investigation;
(iii) pending diagnosis; or
(iv) pending test results.

“Relevant Time” in respect of:
a) Single Trip policies means the time of issue of the policy.
b) Annual Multi-Trip policies means the first time at which any part of the relevant trip is paid for or the time at which the policy is issued, whichever occurs last.

If You are unsure whether You have an Existing Medical Condition or have any questions, please call us for assistance – 1300 034 888.

See the Product Disclosure Statement for full details of the terms, conditions and exclusions before you buy Kogan Travel Insurance, so you can be sure it’s right for you.

How do I take out a Kogan Travel Insurance policy?2017-08-03T16:23:36+10:00

You can get a quote and buy Kogan Travel Insurance online now. Otherwise, call us on 1300 034 888 and one of our insurance specialists will be happy to help you.

Who can get insured?2017-08-03T16:23:32+10:00

Kogan Travel Insurance is only available to Australian residents, and you need to buy your travel insurance before you travel. Age restrictions also apply — our Basic and Comprehensive policies are available for travellers up to 79 years of age.

What does travel insurance cover?2022-11-25T11:58:58+10:00

All Kogan Travel Insurance options offer 24-hour worldwide emergency assistance. Plus, you’re also covered for overseas medical expenses.

By choosing Kogan’s International Plus policy, you’re also insured for things like travel delays and extra accommodation costs, accidental death, disability or loss of income from an injury. There is also rental vehicle excess cover in case your rental car is damaged or stolen.

Be sure to read through the terms, conditions and exclusions outlined in the Product Disclosure Statement to see which policy is best for you.

Can I adapt my cover if I have special requirements?2022-11-25T11:54:27+10:00

Kogan Travel Insurance is all about building your own travel insurance plan that’s right for your needs. Our International Essentials and International Plus options give you a world of choice, whether you’re on a tight budget, you’re looking for total protection. And we’ve made it even more flexible, with options like $0 excess, winter sports cover and extra cover available for valuable items.

Why do I need travel insurance?2017-08-03T16:23:18+10:00

Travel insurance helps protect you against unexpected expenses when you travel, from things like theft, accidents or medical problems. To find out more about the benefits of travel insurance, visit the Department of Foreign Affairs and Trade’s Smartraveller website.

What happens if I change my mind and want to cancel the policy?2022-11-25T11:50:54+10:00

You can cancel or change Your policy at any time before You leave Home. If You cancel this policy for any reason within the cooling-off period which is within 21 days of the date of purchase, We will give You Your money back.

Our cooling-off period ensures a refund of the entire premium unless You have already made a claim under the policy or departed on Your Journey.

If You wish to cancel Your policy and receive a full refund, please contact 1300 034 888 within the cooling-off period.

When do I receive my policy documents?2017-08-03T16:21:49+10:00

As soon as you buy a Kogan Travel Insurance policy, we’ll email your policy documents to you. This means you can buy a policy right up until the minute you leave for your trip. It’s a good idea to print out your policy documents and carry them with you when you travel, and also leave the policy documents in your email inbox so you can access them if you need to. If you prefer, you can ask us to post the policy documents, free of charge to you.

How do I extend my policy?2022-11-25T11:49:03+10:00

If You are travelling and wish to be insured for longer than the original period shown on Your original Certificate of Insurance, You need to purchase a new policy by contacting us prior to the expiry date. It is not an extension of the previous policy. Your Certificate of Insurance will be adjusted with the new dates.

Please note:

  • Should a medical condition present itself before the new policy is issued, it may be considered an Existing Medical Condition under a new policy. Therefore it may not be covered by the new policy. Restrictions on the duration of the new policy may apply. For example, the maximum overall period for Worldwide cover is 12 months in total.
  • If You can’t return Home on Your original date due to an unforeseeable circumstance outside Your control, the policy will automatically extend.

Free extension of insurance
Where Your Journey is necessarily extended due to an unforeseeable circumstance outside Your control, Your Period of Insurance will be extended until You are physically able to travel Home by the quickest and most direct route. The Period of Insurance will not be extended for any other reason.

What is an excess?2022-11-25T11:43:32+10:00

The excess is the first amount of a claim that We will not pay for. It is deducted from Your claim if it is approved by Us. The policy excess will be applied after all other limits, sub-limits and other deductions (such as depreciation) have been applied.

The excess applies per event i.e. If You fall over and need medical treatment, and smashed Your smart phone in the fall, the excess will be deducted once.

Claim example:
You have a $250 excess on Your policy. If You made a claim for $2,500: Overseas Medical and Dental (including emergency repatriation/
evacuation), You already paid the expenses and We approve Your claim, We would deduct the $250 excess from the claim before We paid You. If, via Our emergency assistance team, We approved a claim directly with an overseas medical provider, We may ask You to pay the $250 excess directly to the provider at the time or request You to pay it to Us before We can finalise Your claim with the provider. In any event, the total claim We pay is $2,250.

The excess, if applicable, applies to any claim arising from a separate event where relevant. The excess is the amount shown on Your
Certificate of Insurance. An additional or higher excess may apply in certain circumstances.

Please see the Product Disclosure Statement for more information.

How do I make a claim?2022-11-25T10:41:59+10:00

For all general travel claim enquiries please contact us at 1300 034 088 (9am to 5pm AEST, Monday to Friday). Or visit .

Alternatively you can e-mail us at

For 24 hour emergency assistance:
Please call Australia DIRECT and TOLL FREE from:
USA 1866 309 2123
Canada 1866 773 9314
UK 0808 234 1522
NZ 0800 498 654

Charges may apply if calling from a pay phone or mobile phone.
From all other countries or if You experience difficulties with the numbers above:
Call direct: +61 2 8907 5206
Fax: +61 2 9055 3298

Have your policy number handy when you call, so we can help you as quickly as possible.

Which pre-existing medical conditions are covered?2022-11-25T11:31:23+10:00
Condition Criteria
Acne No additional criteria.
ADHD (Attention Deficit Hyperactivity Disorder) No additional criteria.
Allergy In the last 6 months, You haven’t required treatment by a medical practitioner for this condition.
You have no known respiratory conditions (e.g. Asthma).
Anxiety You have not been diagnosed with Depression in the last 3 years.
In the last 12 months, Your prescribed medication hasn’t changed.
You are not currently waiting to see a mental health clinician (e.g. psychologist or psychiatrist).
You have not previously been required to cancel or curtail Your travel plans due to Your Anxiety.
Asthma You are less than 60 years of age when You purchase the policy.
In the last 12 months, You haven’t had an Asthma exacerbation requiring treatment by a medical practitioner.
You have been a non-smoker for at least the last 18 months.
You don’t need prescribed oxygen outside of a hospital.
You don’t have a chronic lung condition or disease (whether chronic or otherwise) including Chronic Bronchitis, Chronic Obstructive Pulmonary Disease (COPD), Emphysema or Pulmonary Fibrosis.
Bell’s Palsy No additional criteria.
Bunions No additional criteria.
Carpal Tunnel Syndrome No additional criteria.
In the last 90 days, You haven’t had an operation for this condition.
You have no ongoing complications of this condition.
Coeliac Disease No additional criteria.
Congenital Blindness No additional criteria.
Congenital Deafness No additional criteria.
Depression You have not been hospitalised for this condition in the last 2 years.
In the last 12 months, Your prescribed medication hasn’t changed.
You are not currently waiting to see a mental health clinician (e.g. psychologist or psychiatrist).
You have not previously been required to cancel or curtail Your travel plans due to Your Depression.
Ear Grommets You don’t have an ear infection.
Epilepsy You don’t have an underlying medical condition (e.g. previous head trauma, Brain Tumour or Stroke).
Gastric Reflux Your Gastric Reflux doesn’t relate to an underlying diagnosis (e.g. Hernia/ Gastric Ulcer).
Goitre No additional criteria
Graves’ Disease No additional criteria
Gout No additional criteria
Hiatus Hernia No additional criteria
Hip Replacement
Knee Replacement
Shoulder Replacement
Hip Resurfacing
The procedure was performed more than 12 months ago and less than 10 years ago.
You haven’t had any postoperative complications related to that surgery. Post-operative complications include joint dislocation and infection.
Hypercholesterolaemia (High Cholesterol) You don’t have a known heart or cardiovascular condition.
Hypertension (High Blood Pressure) You don’t have a known heart or cardiovascular condition.
You don’t have Diabetes (Type I or Type II).
Your Hypertension is stable and managed by Your medical practitioner.
In the last 12 months, Your prescribed blood pressure medication hasn’t changed.
You aren’t suffering symptoms of Hypertension.
You aren’t having investigations related to blood pressure.
Migraine No additional criteria.
Gastric Ulcer
In the last 12 months, the Peptic/ Gastric Ulcer has been stable.
Plantar Fasciitis No additional criteria.
Raynaud’s Disease No additional criteria.
Skin Cancer Your Skin Cancer isn’t a Melanoma.
You haven’t had chemotherapy or radiotherapy for this condition.
Your Skin Cancer does not require any follow up treatment e.g. chemotherapy, radiotherapy or further excision.
Stenosing Tenosynovitis (Trigger Finger) No additional criteria.
Urinary Incontinence No additional criteria.
Underactive Thyroid
Overactive Thyroid
The cause of Your Underactive/ Overactive Thyroid wasn’t a tumour.
I have a pre-existing medical condition that isn’t automatically covered. Can I still get cover?2017-08-03T16:21:57+10:00

If you have a condition that doesn’t meet the policy requirements for automatic cover, Kogan Insurance is unable to cover that condition under any of our travel insurance policies. However, your insurance will still cover you for a range of other conditions, along with all the other standard policy benefits.

What happens if I develop a condition after I buy travel insurance but before I leave on my trip. Am I covered?2019-07-03T17:29:45+10:00

You may have provision to claim for cancellation expenses if you are not aware of the medical condition before your policy purchase. However, the Claims Team will require all necessary supporting documentation in order to fully assess your claim.

Will my children be covered by my insurance?2017-08-03T16:22:19+10:00

Any dependants aged under 21 who don’t have a full-time job will be automatically insured if you name them on your insurance policy, as long as they travel with a parent, grandparent or guardian for 100% of the journey. And what’s even better — they get insured for free!

And if you upgrade your cover to include Winter Sports, they’ll be covered by this optional cover too.

Am I covered if I’m pregnant?2022-11-25T11:03:48+10:00

Our policy provides limited cover for pregnancy.

If You know You are pregnant at the Relevant Time, You will need to apply for cover if:

  • there have been complications with this pregnancy or a previous pregnancy;
  • You have a multiple pregnancy e.g. twins or triplets; or
  • the conception was medically assisted e.g. using assisted fertility treatment including hormone therapies or IVF.

Whether or not You have to apply for pregnancy cover, the following restrictions apply to claims arising in any way from the pregnancy of any person.

  • Cover is only provided for serious, unexpected pregnancy complications that occur up until the 24th week of pregnancy i.e. up to 23 weeks, 6 days. Gestational age is measured in weeks and days and is calculated from the last known date of Your menstrual period or calculated from staging ultrasound.
  • Childbirth is not covered.
  • Costs relating to the health or care of a newborn child are not covered, irrespective of the stage of pregnancy when the child is born.

What does this mean?

Expectant mothers should consider if Our products are right for them when travelling after 20 weeks gestation as costs for childbirth and neonatal care overseas can be expensive.

Who do I contact if I get sick or injured while travelling overseas?2017-08-03T16:21:45+10:00

Kogan Travel Insurance has appointed First Assistance to administer all emergency assistance services and claims. If you’re hospitalised, you or your travelling companion must contact First Assistance as soon as possible on +64 9 975 4408 . First Assistance will be available to take your call 24 hours a day, 365 days a year.

First Assistance will help you get treated for medical problems; locate the nearest medical facility, embassy or consulate; arrange your return home if it’s medically necessary; and liaise with your loved ones and work colleagues as required in an emergency. If you don’t contact First Assistance, we will not pay for any expenses, evacuation costs or airfares that have not been approved or arranged by us.

What is the urgent emergency assistance phone number to call while I am travelling?2022-11-25T10:49:35+10:00

Our 24-hour urgent emergency phone number is:

AUS 1300 034 888
USA 1866 309 2123
Canada 1866 773 9314
UK 0808 234 1522
NZ 0800 498 654

Charges may apply if calling from a pay phone or mobile phone.
From all other countries or if You experience difficulties with the numbers above:
Call direct: +61 2 8907 5206
Fax: +61 2 9055 3298

Have your policy number handy when you call, so we can help you as quickly as possible.

What happens if I get sick or injured overseas but don’t feel it’s an emergency?2017-08-03T16:21:36+10:00

If you need medical treatment as an outpatient while overseas and the costs are less than $1,000, keep all your medical receipts and reports from the treating doctors. You’ll need these to support your claim when you return home.

Does Kogan Travel Insurance cover medical expenses within Australia?2017-08-03T16:21:41+10:00

Kogan Travel Insurance policies are not permitted by law to cover medical costs incurred within Australia. If you become sick or injured while travelling in Australia, you’ll be entitled to cover for treatment under Medicare and/or your private health insurer.

Got a question?


1300 889 179

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