Cancelling and Amending your policy
If your travel plans have changed, it's possible to amend, extend, or cancel your travel insurance policy. This can be done via your online account or by contacting us so we can check your policy and make any changes available.
Amending your travel insurance
If the trip start date on your policy has not yet passed, and you haven't made, and don’t intend to make a claim and you haven't had a change to your health, then you can change the trip start date to align with your new travel plans. You can only move your trip start date to a date that is up to 12 months after the date you purchased your policy. Additionally you can amend details or extend the policy up to the maximum duration.
It's important to understand that there are current limitations to cover relating to coronavirus, Do Not Travel warnings, border closures and travel bans, which may also limit your cover if you amend your existing policy.
Refund inside the cooling-off period
Depending on the policy you have purchased, Travel Insurance Direct policies are subject to a 14 or 21 day ‘cooling-off’ period within which travellers may be able to cancel their policy and obtain a full refund.
If you want to cancel a policy within the cooling-off period, we will refund your premium as long as you aren’t using your policy in any way. This means that:
- you haven’t travelled under your policy or started your trip; and
- you have not made a claim and do not intend to make a claim; and
- you are not exercising any other right under the policy.
For full details on the Cooling-off period, refer to the Product Disclosure Statement.
Refund outside the cooling-off period
We recognise you may be unable to travel due to coronavirus related travel restrictions (e.g. border closures or travel bans), which impact you after the cooling-off period has expired.
We are offering eligible customers the option to cancel their policy outside the cooling-off period and obtain a refund.
Single Trip Policies on The Works, The Basics & Domestic Plans
If you are unable to travel due to coronavirus related travel restrictions, and you haven't used and don't need to use your policy to travel or claim, you are eligible to obtain a refund.
Before you decide to cancel, please make sure you consider the implications and any existing value under the policy, including for example any pre-trip cancellation cover you may have. The extent of cover afforded will depend upon both the Product Disclosure Statement and your individual facts and circumstances.
Annual Multi Trip Policies
For Annual Multi Trip policyholders whose travel plans are disrupted by coronavirus travel restrictions, we recognise you may be unable to travel and may wish to cancel your policy.
If you are unable to fully utilise your policy due to coronavirus related travel restrictions, and you haven't and don't need to use your policy to claim you may be eligible to obtain a refund for the unused proportion of your policy.
We will calculate any refund from the later of the date you returned to your home, and the date your use of your policy was impacted by a coronavirus related travel restriction.
Understanding what it means to cancel your policy
Remember, cancelling your policy means you won’t be eligible for any cover, and you won’t be able to make any claim under the policy. If you request and are granted a refund, your policy cannot be reinstated.
You can request a refund here. If you have any questions or for assistance when claiming, please contact us.
Refunds can take a few days to appear on your credit card statement.
How to make changes to your policy
Sign in to your account
Log in using the account details you created when you bought the policy
Choose the policy you wish to cancel,
Choose cancel and confirm that you will not be making any claims.
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