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The insurer of this product is Zurich Australian Insurance Limited (ZAIL), ABN 13 000 296 640, AFS Licence Number 232507.

Combined Financial Services Guide and Product Disclosure Statement

Effective 12 June 2024

Integrated Domestic

Travel Insurance

Australia

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Table of contents

Product Disclosure Statement (PDS) ..................................2-20

Policy inclusios..................................................................................................4

Luggage and personal effects ................................................................4

Information regarding activities ...........................................................5

Extending Your Journey .............................................................................5

Cooling-off period .......................................................................................5

Travel and health ..............................................................................................6

Existing Medical Conditions ....................................................................6

Pregnancy .......................................................................................................6

Health of other people impacting Your travel (non-traveller)

..........7

Claims ................................................................................................................... 7

The amount You pay for this insurance ............................................. 8

How various factors affect the Amount Payable ............................ 8

How a claim settlement is calculated .................................................9

Policy wording ...................................................................................................9

Words with special meaning .................................................................9

Policy conditions........................................................................................11

The benefits ................................................................................................. 12

General exclusions ................................................................................... 18

General information ......................................................................................19

The Financial Claims Scheme ...............................................................19

Financial Services Guide (FSG) .............................................. 19

Welcome

We know travel and we know it’s about having an amazing

experience, enjoying yourself even when you are hundreds of

kilometres away from home. We are as enthusiastic about travel as

you, but we know things don’t always go to plan. That’s why we’ve

created this domestic trip and luggage policy.

This policy is available to Virgin Australia guests who buy this

policy at the same time as booking a domestic trip within Australia

The PDS provides information to help you understand this travel

insurance policy, compare cover and make an informed decision

about whether to buy a policy.

Please read the PDS carefully to ensure it provides the cover you

need. If you have any questions please contact us.

The PDS details:

• the benefits – read these together with the options to vary

• requirements if you have an Existing Medical Condition or are

Certificate of Insurance we’ll give you in a safe place for future

reference.

Call: 1300 135 769

All policyholders have access to Our emergency assistance team of

doctors, nurses, case managers and travel agents 24 hours a day,

365 days a year when travelling.

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Maximum benefit limits

Limit per person

1* Amendment or cancellation costs Yes $Unlimited

2* Additional expenses

Yes

$10,000

Sub-limit: Disruption of Your scheduled transport due to

cancellation, delay or rescheduling by Your Transport Provider

$2,000

Sub-limit: Meals $75 per day, to a maximum of $500

Sub-limit: Pet cat or dog boarding $500

Drone (with or without camera) - limit per item• $1,000

Jewellery, watch or any other item - limit per item• $1,000

4* Delayed luggage allowance Yes $250

5 Rental Car insurance excess No $10,000

Cover for self-drive holidays in Australia - Personal vehicle

insurance excess

No $2,500

6* Travel delay

No

$2,000

Sub-limit: Meals $75 per day, to a maximum of $500

Amendment or cancellation costs cover if You or Your travelling companion

are diagnosed with COVID-19 and You cannot travel

Additional expenses cover if You are diagnosed with COVID-19 on Your trip

and incur Additional transport and/or accommodation expenses

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Information regarding activities

Activities included in Your cover

The following activities are covered under this policy:

• Abseiling • Kayaking

• Archery • Paragliding

• Ballooning • Parasailing

• Bungy Jumping • Skydiving

• Flying Fox • Snorkelling

• Horse Riding • Surfing

• Jet Boating • White Water Rafting

diving. See general exclusions 22-25 on pages 18-19 and

SECTION 9: Personal Liability exclusion 3 and 4 on page 16.

Motorcycle/moped riding

Riding a motorcycle (including a moped) as the driver or pillion

passenger during Your Journey is included in Your policy however,

You will only be covered if:

• the engine capacity is 250cc or less;

• while in control of a motorcycle or moped You hold a valid

Australian motorcycle rider’s licence or Australian motor

vehicle driver’s licence;

Note: No cover will apply under SECTION 9: Personal Liability. This

means You are responsible to pay costs associated with damage

to the motorcycle, moped or property or injury to another person.

Snow skiing, snowboarding and

snowmobiling

Participation in these activities is included in Your policy during

Your Journey however, You will only be covered if:

• You are skiing or snowboarding On-Piste;

• You are not racing; and

• You are not participating in a Professional capacity.

Extending Your Journey

If You are travelling and wish to be insured for longer than the

travel consultant or Cover-More 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. Purchasing a longer duration up

front may avoid this risk. Restrictions on duration apply. For

example, the maximum overall period for Worldwide cover is

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 the providing entity within the cooling-off period.

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(Of You or Your travelling companion)

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

practitioner;

(ii) regular review or check-ups;

(iii) ongoing medication for treatment or risk factor control;

or

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.

Our policy provides limited cover for pregnancy.

The following restrictions apply to all pregnancies and any claim

• No cover is available if the pregnancy was medically assisted

e.g. using assisted fertility treatment including hormone

therapies or IVF.

• Cover is only provided for unexpected serious pregnancy

complications which 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.

childbirth and neonatal care overseas can be expensive.

For assistance or if You wish to discuss other policy cover options,

please contact us. See page 2 for contact details.

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This policy has cover if You need to change Your trip due to

the health of a Relative or Your business partner who is not

travelling.

In some circumstances the maximum We will pay is $1,000.

What is covered?

the condition that gave rise to the claim;

b) was not residing in a facility such as a nursing home, an

aged care facility, a residential aged care home, a high and/

or low care facility, a privately owned accommodation facility

such as Supported Residential Services or Facilities (SRS/SRF)

or, a residential care facility;

c) was residing independently at home or in a retirement home

or village, including independent living arrangements, and

they did not require home care or flexible care services;

d) was not on a waiting list for, or did not know they needed

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ZAIL is part of the Zurich Insurance Group, a leading multi-line

to be covered by the contract.

When You answer the questions You must give a true and

accurate account of matters. Your response should tell Us

everything that You know about the question because Your

response is relevant to whether We offer You insurance and the

terms We offer You.

A misrepresentation made fraudulently is made in breach of the

duty to take reasonable care not to make a misrepresentation.

Whether or not You took reasonable care not to make a

reasonable care not to make a misrepresentation to Us:

• explanatory material or publicity produced or authorised by

• how clear, and how specific, the questions We asked were;

• how clearly We communicated to You the importance of

answering those questions and the possible consequences

of failing to do so;

• whether or not an agent/insurance broker was acting for You;

or

• whether the contract was a new contract or was being

renewed, extended, varied or reinstated.

If You do not take reasonable care when answering Our questions

and the result is You do make a misrepresentation to Us, We may

cancel Your contract or reduce the amount We will pay You if You

make a claim, or both.

If Your failure to take reasonable care not to make a

misrepresentation to Us is fraudulent, We may refuse to pay a

claim and treat the contract as if it never existed.

When and how benefits are provided

The benefits for which You are insured under this policy are

• pay for specified Additional expenses;

• pay the person or provider to whom You are legally liable;

• pay the cash value, repair cost or arrange replacement

of Your personal items (after deducting reasonable

depreciation where applicable); or

• pay You.

The amount You pay for this insurance

You can obtain a quote from the providing entity. The amount

We charge You for this insurance policy is the total amount of

the premium that We calculate to cover the risk and any relevant

How various factors affect the

Amount Payable

We consider a number of factors in calculating the total Amount

Payable. The following is a guide on these key factors, how they

combine and how they may impact the assessment of risk and

therefore Your premium.

• Area - higher risk areas cost more

• Age - higher risk age groups cost more

• Duration - the longer Your trip the more it usually costs.

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How a claim settlement is calculated

When We pay a claim We consider a number of aspects in

• the amount of loss or damage or liability;

• the maximum benefit limits and sub-limits;

$3,000 is stolen from a hotel room.

The claim settlement would be calculated as follows:

• Consider the original purchase price of the video camera –

$3,000 (no depreciation applies because the video camera

was new).

• Consider the maximum benefit limit for Luggage and travel

documents – $12,000.

• Consider the maximum item limit payable for cameras and

video equipment – $3,500. This item limit of $3,000 applies in

this case.

The benefits described in this policy wording should be read in

conjunction with Policy inclusions (pages 4-5), Travel

and health (pages 6-7), Duty to take reasonable care not

to make a misrepresentation (page 8), Words with special

meaning (pages 9-10), Policy conditions (page 11) and

General exclusions (pages 18-19).

THIS POLICY IS NOT VALID UNLESS THE CERTIFICATE OF

INSURANCE IS ISSUED TO YOU.

We will give You the insurance cover described in this policy in

card; or

• currently living in Australia with a visa allowing You to

live, work or study in Australia; and

• You may be returning to Your Home at the completion of

the Period of Insurance and within 12 months of the Journey

commencing.

Words with special meaning

In this PDS the following words have the meanings shown below.

“We”, “Our”, “Us” means Zurich Australian Insurance Limited

(ZAIL).

“You”, “Your”, “Yourself” means the people listed as adults on

the Certificate of Insurance and includes Accompanied

b) in the case of luggage item limits which shall be as per a

single policy; and

c) for SECTION 10: COVID-19 Benefits, SECTION 1: Amendment or

cancellation costs where the limit applies per policy.

In respect of organised groups, each child not travelling with

their usual guardian must purchase a separate policy.

“Accompanied Children” means Your children or grandchildren

who are identified on the Certificate of Insurance and travelling

with You on the Journey, provided they are not in full-time

employment, they are financially dependent on You and they are

religious, ethnic or similar aims.

“Additional” means the cost of the accommodation or transport

You actually use less the cost of the accommodation or transport

You expected to use had the Journey proceeded as planned.

“Amount Payable” means the total amount payable shown on

Your Certificate of Insurance.

“Computer System” means any computer, hardware, software,

communications system, electronic device (including, but

not limited to, smart phone, laptop, tablet, wearable device),

server, cloud or microcontroller including any similar system

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2. the cost of the unused, prepaid accommodation (if You have

to pay for new accommodation) less any refund You are

entitled to from the supplier of the original accommodation.

You must provide Us with receipts for the expenses incurred.

Room rate only means that other expenses You may incur such as

internet fees or laundry charges are not included.

Our reimbursement will be up to $300. We will also reimburse

up to $300 again for each full 24 hour period that the delay

continues beyond the initial 6 hour delay.

You must claim from the Transport Provider first, and provide Us

provided with for the provider of the scheduled transport.

We will not pay for claims caused by:

1. an Epidemic, Pandemic or outbreak of an infectious disease

or any derivative or mutation of such viruses.

Also refer to: General exclusions - pages 18-19 and Policy

conditions - page 11.

For missed connections during the Period of Insurance.

Cover applies where You have prepaid, scheduled transport or a

• the Additional public transport costs and Additional

accommodation costs You incur to arrive in time to catch the

pre-booked connection less any refunds or credits from the

Transport Provider. This includes flights and transport to the

next port of Your cruise and any accommodation costs;

• $50 per missed meal of Your cruise; and

• up to $300 for accommodation per missed prepaid

accommodation or cruise night.

We only cover You if You have allowed sufficient time for

transferring to the connection. Sufficient time to Us is at least 90

the time and place the delay occurred, including any contact

details You were provided with for the provider of the scheduled

transport.

We will deduct from the amount payable any amount of

compensation You receive or are entitled to receive from the

Transport Provider who’s transport was delayed.

2. where the Transport Provider provides an alternative mode

4. caused by an Epidemic, Pandemic or outbreak of an

infectious disease or any derivative or mutation of such

viruses.

Also refer to: General exclusions - pages 18-19 and Policy

conditions - page 11.

If due to an unforeseeable circumstance outside Your control

arrive at Your destination on time; and

2. the cost of the unused connection (if You have to buy a new

connection) less any refund or credit You are entitled to from

the supplier of that connection.

We will not pay for claims caused by:

1. an Epidemic, Pandemic or outbreak of an infectious disease

or any derivative or mutation of such viruses.

Also refer to: General exclusions - pages 18-19 and Policy

conditions - page 11.

We will provide cover if, as a result of Your negligent act

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3. If a Relative or Your business partner not travelling with

You becomes sick (as a result of COVID-19)

This section is extended to include cover if You need to amend

or cancel Your Journey because Your non-travelling Relative or

business partner who resides in Australia or New Zealand is

diagnosed with COVID-19 and the treating doctor confirms in

writing the level of infection is life threatening.

You must obtain and provide Us with evidence from the qualified

medical practitioner and receipts. Exclusions 1 and 2 of ‘We

will not pay for claims (under 2.3) caused by’ on page 13 will be

Cover under this policy is extended under the policy Sections listed to include claims arising from COVID-19 in the circumstances,

and under the conditions, listed.

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General exclusions

Unless otherwise indicated these exclusions on 18-19 apply

We will not pay for:

from the event for which You are claiming that is not covered

under this insurance. Examples of such loss, damage or

additional expense would be the cost of replacing locks after

losing keys, costs incurred in preparing a claim or loss of

enjoyment.

care or put Yourself in a situation where a reasonable person

could foresee that loss, theft or damage to property, or a

death, illness or bodily injury might happen.

3. claims involving air travel other than as a passenger on a

fully licensed passenger carrying aircraft operated by an

airline or an air charter company.

or the radioactive, toxic explosive or other dangerous

properties of any explosive nuclear equipment.

6. claims arising from biological and/or chemical materials,

substances, compounds or the like used directly for the

purpose to harm or to destroy human life and/or create

public fear.

7. loss or damage caused by detention, confiscation or

destruction by customs or other officials or authorities.

8. claims arising from any unlawful act committed by You.

9. claims arising from any government intervention,

physiological or psychological signs or symptoms that You

were aware of or a person in Your circumstances reasonably

should have been aware of at or before the Relevant Time, if

You:

a) had not yet sought a medical opinion regarding the

cause;

b) were currently under investigation to obtain a diagnosis;

or

whether or not You had sought medical advice;

b) against the advice of a medical practitioner;

You are aware of the pregnancy at the Relevant Time and:

b) it was a multiple pregnancy e.g. twins or triplets; or

assisted fertility treatment including hormone therapies

15. claims arising from:

the 24th week of pregnancy; or

problem arising is not an unexpected serious medical

complication.

b) substance abuse, drug abuse (whether over the counter,

prescription or otherwise); or

c) ingestion of any non-prescription drug or substance (e.g.

marijuana, ecstasy, heroin).

20. claims involving, arising from or related to Your impairment

due to You drinking too much alcohol:

a) which is evidenced by the results of a blood test which

show that Your blood alcohol concentration level is

0.19% or above. (The level of alcohol in Your blood is

called blood alcohol concentration (BAC). As a point of

21. claims arising from the failure of any travel agent, tour

operator, accommodation provider, airline or other carrier,

car rental agency or any other travel or tourism services

provider to provide services or accommodation due to their

Insolvency or the Insolvency of any person, company or

organisation they deal with.

22. claims involving You travelling (during the Journey) in

International Waters in a private sailing vessel or a privately

climbing equipment or oxygen; scuba diving unless You

hold an Open Water Diving Certificate or are diving with a

qualified diving instructor.

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snow skiing or snowboarding unless You are snow skiing or

hold a valid Australian motorcycle rider’s licence or

Australian motor vehicle driver’s licence;

c) while You are a passenger the driver does not hold a

valid licence for riding that vehicle; or

d) while in control of the motorcycle or as a passenger You

benefit or cover would result in Us contravening the Health

2007 (Cth) or the National Health Act 1953 (Cth) or any

applicable legislation (whether in Australia or not) or where

We do not have the necessary licenses or authority to

provide such cover.

warning:

b) published in a reliable mass media source;

and the subject of the advice or warning is related to the

nature of Your claim. This exclusion does not apply to any

events which are independent or unrelated to the reason for

the warning.

The Financial Claims Scheme

If the insurer becomes insolvent, You may be entitled to payment

under the Financial Claims Scheme (FCS). Access to the FCS is

subject to eligibility criteria. Please visit www.fcs.gov.au for

• are aware of the “Words with special meaning” found in the

Policy wording on pages 9-10;

• are aware of the Maximum benefit limits shown in the

“Benefits table” on page 3; and

• are aware of the Policy conditions and General exclusions

found in the Policy wording on pages 11-19.

Change of terms and conditions

From time to time and where permitted by law, We may change

document to update the relevant information except in limited

cases. Any updates which are not materially adverse to You from

the view of a reasonable person deciding whether to buy this

insurance, may be found on www.covermore.com.au. You can

obtain a paper copy of any updated information without charge

by calling 1300 730 898.

General Insurance Code of Practice

insurance industry;

• to provide fair and effective mechanisms for the resolution

of complaints and disputes You make about Us; and

• to promote continuous improvement of the general

insurance industry through education and training.

The Code Governance Committee is an independent body that

monitors and enforces insurers compliance with the Code.

Further information about the Code or the Code Governance

Committee and Your rights under it is available at

insurancecouncil.com.au/cop/ or by contacting us.

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from us and/or from the recipients in overseas countries, or to

the extent permitted by law.

contact details following.

If You choose not to provide Your personal information and/ or

choose not to consent and/or withdraw Your consent to the

use and disclosure of Your personal information set out in this

Privacy Notice at any stage, we may not be able to provide our

our Internal Dispute resolution process. To obtain a copy of our

procedures, please contact us.

We expect that our internal dispute resolution process will deal

fairly and promptly with Your complaint, however, You may take

Your complaint to the Australian Financial Complaints Authority

(AFCA) at any time.

AFCA is an independent dispute resolution scheme. We are a

member of this scheme and We agree to be bound by

its determinations about a dispute. AFCA provides fair and

independent financial services complaint resolution that is free

GPO Box 3, Melbourne VIC 3001

Website: afca.org.au

If Your complaint or dispute falls outside the AFCA rules, You

can seek independent legal advice or access any other external

dispute resolution options that may be available to You.

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This Financial Services Guide (FSG) is an important document

designed to help You decide whether to use the financial services

offered.

It contains information about:

services offered.

Cover-More holds an Australian Financial Services Licence that

allows both Cover-More and Virgin Australia to provide You with

factual information and general financial product advice about

this travel insurance product and to arrange this product to You.

Cover-More is responsible for the provision of these services. Virgin

Australia is an authorised representative of Cover-More.

If You purchase this travel insurance product from a Virgin

Australia representative or through the Virgin Australia website,

This means that Cover-More administers the policy including

customer service, medical assessments and can also handle or

settle claims on behalf of the insurer. You can find full details of

Cover-More and the insurer on page 6 of the PDS.

Cover-More and Virgin Australia are not authorised to give You

personal advice in relation to travel insurance. Any advice given to

You about travel insurance will be of a general nature only and will

not take into account Your personal objectives, financial situation

or needs. You need to determine whether this product meets Your

travel needs.

Cover-More may also receive a share of the profit earned by the

insurer if the insurer makes an underwriting profit in accordance

with the underwriting targets it has set. This amount is calculated

and paid retrospectively only when the insurer exceeds its

underwriting targets in a given year.

Cover-More employees are paid an annual salary and may be paid a

bonus based on business performance.

Virgin Australia is paid a commission by Cover-More for arranging

Your travel insurance policy. This commission is a percentage of

part of the commission received by Virgin Australia.

Virgin Australia may also receive other financial and non-

financial incentives from Cover-More for arranging Your travel

insurance policy. Such incentives may be dependent on a number

of performance related or other factors and may include, for

example, a share of Cover-More’s profit, bonus payments, prize

pools, sponsorship of training events and conferences, marketing

promotions and competitions.

For more information about remuneration or other benefits

disputes resolution process on page 16 of the PDS for details of

the complaint resolution process.

Cover-More holds professional indemnity insurance covering

errors and mistakes relating to the provision of financial

services provided by Cover-More, its employees, Virgin Australia

and Virgin Australia’s employees (even after they cease to be

employed). Cover-More’s policy meets the requirements of the

Corporations Act.

representative or through a Cover-More website, Cover-More is

responsible for the distribution of the FSG in this document.

The insurer is responsible for the PDS.

This Combined FSG and PDS was prepared 26 March 2024.

PDS Issue 11 (Integrated ATO/ATR)

Date prepared: 26 March 2024

Copyright © 2024 Cover-More Insurance Services Pty Ltd

(ABN 95 003 114 145, AFSL 241713)