Questions

Got a question for Jane? Answers to all the most commonly asked questions are right here.

Use our Frequently Asked Questions as a guide to steer you in the right direction. If you don’t see your question here just drop us an email at help@travelwithjane.com and we’ll get right on it. For a complete view on Travel with Jane policies, please check the Product Disclosure Statement and your Certificate of Insurance if you’re already travelling with Jane.

How do I make a claim?

Our claims process is easy and fast. If you need emergency assistance, call our 24-hour emergency line immediately for guidance on what to do next. So we can help you as quickly as possible, have your policy number handy when you call. If you don’t have it with you, don’t worry, we can look it up. We’ll just need to run a few questions by you first for security reasons.

In an emergency call +61 2 9333 3967 and reverse the charges.

For all emergency and non-emergency claims, you’ll need to complete a postal claim form. In our step by step guide, you can download the right form for your claim, as well as find out about the support documents you’ll need to send along with your claim. If you need help filling out your claim form, call us on +61 2 9333 3968 and we’ll be happy to point you in the right direction. Looking for more ways to contact us?

I’ve become sick or injured overseas. How do I call Travel with Jane?

We’re here day and night, to help you if you’ve been in an accident, become unwell, or need emergency medical attention while travelling overseas. To give you the best possible help, we work with MAPFRE Assistance – a leading global Medical Assistance network. You can call or reverse charge call our MAPFRE team 24-hours a day on:

Call +61 2 9333 3967 and reverse charges.

So we can help you as quickly as possible, have your policy number handy when you call. If you don’t have it with you, don’t worry, we can look it up. We’ll just need to run a few questions by you first for security reasons.

If you’ve been caught up in an accident, injury, or sickness and think you might need hospitalisation or evacuation back to Australia, call us – or have someone call on your behalf – straight away, anytime. You’ll be connected to our MAPFRE Assistance team who’ll plan your treatment; locate the nearest medical facility, embassy or consulate; arrange your return home if it’s medically necessary; and keep your loved ones and colleagues up to speed. Please keep in mind that for us to assist you with an overseas medical emergency or evacuation claim, you need to have called us first to discuss the situation before starting treatment.

Can I reverse charge call you from overseas in an emergency or to make a claim?

Absolutely! If you’re overseas and need to call us in an emergency or to make a claim we’ll accept a reverse charges call. These can be made in most countries by contacting the international operator, however, there may be restrictions when using mobile phones. Here are some of the Telstra reverse charges numbers for some carriers overseas.

Does Travel with Jane cover medical expenses within Australia?

Unfortunately that’s a no. By law, all Travel with Jane policies are not permitted to cover medical expenses 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.

Am I covered if I'm pregnant?

Traveling with a little extra luggage? Congratulations on your baby news! If you’re heading off on a babymoon, or for any other reason while pregnant, you’re definitely covered for most items listed in your travel insurance policy. Where it gets a little technical is if you’re needing to claim for certain hospital or medical emergency expenses that are related to your pregnancy, including childbirth.

At a certain point in pregancy, doctors advise that long trips are not the safest idea. Having a baby overseas in a medical emergency is no doubt the last thing you’d want. So if you’re at, or passed 26 weeks of your pregnancy, or 19 weeks with twins or more, you’re advised not to travel, and are not covered for pregnancy-related medical expenses. You are also not covered for medical expenses if you are undergoing fertility treatment, either now or before you start your trip, and, if you have experienced any pregnancy complications or other health complications that you have been advised may adversely affect the pregnancy.

What we do cover
  1. Overseas emergency medical assistance before 26 weeks of your pregnancy, or 19 weeks with twins or more.
  2. Overseas emergency medical and hospital expenses before 26 weeks of your pregnancy, or 19 weeks with twins or more, but not for childbirth, regular antenatal care or the care of a newborn child.
  3. Travel cancellation fees and lost deposits.
  4. Additional travel cancellation expenses (if you choose a Comprehensive or Annual Multi-Trip policy.)
  5. Hospital cash allowance before 26 weeks of your pregnancy, or 19 weeks with twins or more (if you choose a Comprehensive or Annual Multi-Trip policy.)

If you’re travelling while pregnant it’s extremely important that you understand how you’re covered by travel insurance, should you find yourself needing emergency pregnancy-related treatment. Please see the Product Disclosure Statement for full details of the terms, conditions and exclusions before buying to decide if Travel with Jane insurance is right for you.

Are my kids covered by my insurance?

Absolutely. Any dependants aged under 21 who don’t have a full-time job will be automatically insured if you name them on your Travel with Jane 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! If you upgrade your cover to include Winter Sports, they’ll be covered by this optional cover too.

What happens if I develop a condition after I buy travel insurance but before I leave on my trip. Am I covered?

Yes – as long as you aren’t aware of any symptoms or aren’t seeking treatment for the diagnosed condition before you buy a Travel with Jane policy, we can cover you for cancellation costs if you have to cancel the trip due to becoming sick. Once you leave on your trip, we can’t cover you for this specific pre-existing medical condition.

I have a pre-existing medical condition that isn’t automatically covered. Can I still get cover?

If you have a condition that doesn’t meet the policy requirements for automatic cover, we won’t be able to cover that condition under any of our travel insurance policies. However, your Travel with Jane insurance will still cover you for a range of included conditions, along with all the other standard policy benefits such as trip cancellation, or lost luggage.

Which pre-existing medical conditions are covered?

If your pre-existing medical condition isn’t listed below, it won’t be covered by Travel with Jane insurance:

  1. Acne
  2. Allergies limited to Rhinitis, Chronic Sinusitis, Eczema, Food Intolerance and Hay Fever
  3. Asthma, providing that you:
    1. have no other lung disease; and
    2. are under the age of 60 on the date you buy the policy
  4. Bell’s Palsy
  5. Benign Positional Vertigo
  6. Bunions
  7. Carpal Tunnel Syndrome
  8. Cataracts
  9. Coeliac Disease
  10. Congenital Blindness
  11. Congenital Deafness
  12. Diabetes Mellitus (Type 1)1, providing that you:
    1. were diagnosed over 12 months ago; and
    2. have no eye, kidney, nerve or vascular complications; and
    3. do not also suffer from a known Cardiovascular Disease, Hypertension, Hyperlipidaemia or Hypercholesterolaemia; and
    4. are under the age of 60 on the date you buy the policy
  13. *Diabetes Mellitus (Type 2)*, providing that you:
    1. were diagnosed over 12 months ago; and
    2. have no eye, kidney, nerve or vascular complications; and
    3. do not also suffer from a known Cardiovascular Disease, Hypertension, Hyperlipidaemia or Hypercholesterolaemia
  14. Dry Eye Syndrome
  15. Epilepsy, providing there has been no change to your medication regime in the past 12 months
  16. Folate Deficiency
  17. Gastric Reflux
  18. Goitre
  19. Glaucoma
  20. Graves’ Disease
  21. Hiatus Hernia
  22. Hypercholesterolaemia (High Cholesterol)*, provided that you do not also suffer from a known Cardiovascular Disease and/or Diabetes
  23. Hyperlipidaemia (High Blood Lipids)*, provided that you do not also suffer from a known Cardiovascular Disease and/or Diabetes
  24. Hypertension (High Blood Pressure)*, provided that you do not also suffer from a known Cardiovascular Disease and/or Diabetes
  25. Hypothyroidism, including Hashimoto’s Disease
  26. Impaired Glucose Tolerance
  27. Incontinence
  28. Insulin Resistance
  29. Iron Deficiency Anaemia
  30. Macular Degeneration
  31. Meniere’s Disease
  32. Migraine
  33. Nocturnal Cramps
  34. Osteopaenia
  35. Osteoporosis
  36. Pernicious Anaemia
  37. Plantar Fasciitis
  38. Raynaud’s Disease
  39. Sleep Apnoea
  40. Solar Keratosis
  41. Trigeminal Neuralgia
  42. Trigger Finger
  43. Vitamin B12 Deficiency
  1. Diabetes (Type I and Type II), Hypertension, Hypercholesterolaemia and Hyperlipidaemia are risk factors for Cardiovascular Disease. If you have a history of Cardiovascular Disease and it’s a pre-existing medical condition, cover is excluded for these conditions.

What is a pre-existing medical condition?

A pre-existing medical condition means:

  1. An ongoing medical or dental condition that you’re aware of, or any related symptoms or complications you’re aware of.
  2. A medical or dental condition that is currently being, or has been, investigated or treated by a health professional (including a dentist or chiropractor) at any time before you buy the policy.
  3. Any condition you take prescribed medication for.
  4. Any condition you’ve had surgery for.
  5. Any condition you see a medical specialist for.

This definition applies to you, your travelling companions, a relative or any other person. We automatically cover 43 pre-existing medical conditions (see below), as long as you haven’t been hospitalised (including day surgery or attending an emergency department) for that condition in the past 24 months.

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

What is an excess?

Like most travel insurance policies, Travel With Jane charges an excess on certain cover items, like emergency dental and trip cancellation fees. If you ever need to make a claim on an item with excess, you’ll need to pay $100 per person towards each claim. That’s $100 per person per claim.

By ‘each claim’ we mean each section of cover. As an example, if you need to make a claim on stolen luggage and emergency hospitalisation, you’ll be charged the excess on both claims. That’s $100 excess on your luggage claim, and $100 on your hospital claim. By ‘charged’ we mean we’ll pay $100 less on each claim, so if your lost luggage claim came to $800, we’ll pay you $800 less the $100 excess.

To reduce your excess to $0, simply add the Zero-Excess option to your policy for $25. By paying an extra $25 upfront at the time of buying Travel with Jane insurance you won’t need to pay the $100 excess if you have to make a claim on an item with excess.

To see which items attract excess, see the Summary of Cover in the Product Disclosure Statement.

How do I extend my policy?

That’s easy! To extend your Basic or Comprehensive policy, simply contact us at least two days before your policy is due to expire. It’s best to call us on +61 2 9333 3968 Monday to Friday between 8am and 7pm AEST or on Saturday between 9am and 5pm AEST. Your policy can only be extended once, up to a maximum combined duration of 12 months. Looking for more ways to contact us?

There are certain instances where a policy cannot be extended:

  1. If you suffer from a pre-existing medical condition, unless it is one of the automatically covered conditions listed in the Product Disclosure Statement and you have not been hospitalised (including day surgery or emergency department attendance) for that condition in the past 24 months.
  2. For conditions suffered during the term of the original policy.
  3. If you have not advised us of any circumstances that have led or may lead to a claim under your original policy.
  4. If you are aged 71 years or over from the date you wish to extend a Lite (Basic) or Luxe (Comprehensive) policy.
  5. You can’t extend an Annual Multi Trip policy, but if you are already travelling on the date the policy expires, your policy will automatically extend for up to 7 days or until you return home from your current journey. Of course, you can generally purchase a new Annual Multi Trip policy to be covered for the next 12 months.

When do I receive my policy documents?

Straight away! As soon as you buy Travel with Jane insurance we’ll email your Certificate of Insurance to you. This means you can buy travel insurance 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 your Certificate of Insurance in your inbox so you can access it if you need to. If you prefer, you can ask us to post your policy documents, free of charge to you.

What happens if I change my mind and want to cancel the policy?

All Travel with Jane policies come with a 14-day cooling off period, which starts from the day you buy your insurance. If you decide to cancel your policy during that time, we’ll give you a full refund — as long as you haven’t started your journey and haven’t yet made any claims or exercised any other rights under the policy. To cancel, simply call us on +61 2 9333 3968  Monday to Friday between 8am and 7pm AEST or on Saturday between 9am and 5pm AEST.

Why do I need travel insurance?

Experienced travellers know that things don’t always go according to plan. Having travel insurance protect you against unexpected expenses when you travel, from things like theft, lost luggage and trip cancellation costs. Travel with Jane Insurance also has your back if you need serious medical attention including hospitalisation, surgery, and medical evacuation – the costs of which can be enormous.

Having travel insurance is so important that the Australian Government’s Department of Foreign Affairs and Trade strongly advises travellers not to leave the country without it. For more on the benefits of travel insurance, and to register your travel plans with the Department, visit the Smartraveller website.

What does travel insurance cover?

A lot! All Travel with Jane insurance policies offer 24-hour worldwide emergency assistance, and free insurance for dependents up to 21 travelling with parents, grandparents or guardian. With any Travel with Jane policy, you’re also covered for overseas medical treatment, lost or stolen belongings, trip cancellation costs and personal liability if you injure someone or damage property.

By choosing Travel with Jane’s Luxe (Comprehensive) or Annual Multi Trip policies, you’re also insured for things like travel delays and extra accommodation costs, accidental death, disability or loss of income from an injury.
Be sure to read through the terms, conditions and exclusions outlined in our Product Disclosure Statement to see which policy is best for you.

Who can get insured?

Travel with Jane 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. Our Annual Multi-Trip policy is available for travellers up to 75 years of age.

How do I take out a Travel with Jane policy?

Buying Lite (Basic) or Luxe (Comprehensive) or Annual Multi Trip insurance online is easy with Travel with Jane! To start, compare our levels of cover, or jump straight to getting a quote on Basic, Comprehensive or Annual Multi-Trip cover. If you’re not entirely sure on the level of cover you need, or want to check whether you’re covered for something specific, call us on +61 2 9333 3968  Monday to Friday between 8am and 7pm AEST or on Saturday between 9am and 5pm AEST. One of our insurance specialists will be happy to help you.