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FAQs

ACE Assistance

FAQs

1. How do I select my cover?

You can view coverage options, who can be covered and important information about our Annual or One-Trip products by selecting the below links:

1. Who can be covered?

Cover is available to Australian residents.
Single Cover - Cover for You and Dependent Children and two (2) other Unrelated Children provided they are travelling with the Insured on a Journey.
You and Your Travelling Companion Cover - Cover for You and Travelling Companion.
Family Cover - Cover for You and Spouse/Partner and Dependent Children and two (2) Unrelated Children provided they are travelling with the Insured on a Journey
Dependent Children and two (2) Unrelated Children are covered for free when the Insured purchases Single or Family cover. There is no restriction on the number of Dependent Children covered, but all Dependent Children and Unrelated Children must be named on the Policy. The maximum benefit amount We will pay for claims by You (the Insured and any other persons covered including Dependent Children and Unrelated Children) is twice the benefit shown in the Summary of Benefits table.
You must at least be eighteen (18) years old when you apply. You must not be over seventy-four (74) years of age to apply for a One-Trip policy or sixty-nine (69) years of age for an Annual policy.

2. What are the age limits?

You must at least be eighteen (18) years old when You apply and You must not be over seventy-four (74) years of age to apply for a One-Trip Policy or sixty-nine (69) years of age for an Annual Policy.

3. What is the cooling off period?

You have fourteen (14) days from the date We confirmed, electronically or in writing, that You are covered under Your Policy to decide if this insurance meets Your needs. You may cancel Your Policy simply by advising Us in writing within those fourteen (14) days to cancel it. If You do this We will refund any premiums You have paid during this period.
These cooling off rights do not apply if You have commenced the Journey or You have made or You are entitled to make a claim during this period.

4. I'm travelling next year, can I purchase travel insurance now?

One-Trip Travel Protection: You can only purchase your travel insurance up to 9 months before your journey commences.
Annual Travel Protection: Cover under your policy will commence on the day you purchase your policy. You can purchase Annual Travel Protection today and receive immediate cover under the Loss of Deposits and Cancellation Charges benefit. Alternatively you may wish to consider purchasing a One-Trip Policy.

5. When is the latest I can purchase my travel insurance?

You can purchase your travel insurance on the day your travel commences, prior to the commencement of your journey.

1. Does an excess apply to each claim?

Yes – the excess will is $100 on any claim under the International/Worldwide plans or $50 under the Domestic Plan.

2. I have purchased Chubb One-Trip Travel Protection policy and I have decided to extend my 3 weeks trip by another 2 months. Is there an option to extend my policy?

If you require an extended period of cover, please contact Chubb before the end date of your Policy shown on your Certificate of Insurance to discuss your request.

3. I have purchased a Chubb Annual Travel Protection policy and I have decided to extend my 90 days trip by 5 days, Is there an option to extend my policy?

Each trip covered under the Chubb Annual Travel Protection policy may be for a maximum of 90 days only. If you require an extension to this period of cover, please contact Chubb to discuss your request.

4. Can I cancel my Chubb One-Trip Travel Protection policy?

You have fourteen (14) days from the date we confirmed, electronically or in writing, that you are covered under your Policy to decide if this insurance meets your needs. You may cancel your Policy simply by advising us in writing within those fourteen (14) days to cancel it. If you do this we will refund any premiums you have paid during this period.
These cooling off rights do not apply if you have commenced the Journey or you have made or you are entitled to make a claim during this period. You will not receive a refund if your policy is cancelled after the 14 day cooling off period.

5. Can I cancel my Chubb Annual Travel Protection policy?

You have fourteen (14) days from the date we confirmed, electronically or in writing, that you are covered under your Policy to decide if this insurance meets your needs. You may cancel your Policy simply by advising us in writing within those fourteen (14) days to cancel it. If you do this we will refund any premiums you have paid during this period.
These cooling off rights do not apply if you have commenced the Journey or you have made or you are entitled to make a claim during this period. You may also cancel after the 14 day cooling off period and we would provide a pro-rata refund for the period of insurance in relation to which no cover is provided.

6. Does the policy cover trip cancellations?

The policy does cover trip cancellations in certain circumstances, however please refer to the Combined Financial Services Guide, Policy Wording and Product Disclosure Statement for full explanation and defined terms.

7. Is there a maximum travel period that the Chubb One-Trip Travel Protection will cover?

Yes - the maximum journey period covered is 180 days under the International Plans or 90 days under the Domestic Planunder the International and Domestic plans is 6 months. If you require an extension to this period of cover, please contact Chubb to discuss your request.

8. Is there a maximum travel period that the Chubb Annual Travel Protection will cover?

Yes - the maximum trip period covered is 90 consecutive days Worldwide Plan or 45 days on the Domestic Plan. If you require an extension to this period of cover, please contact Chubb to discuss your request.

9. Do I need to provide a medical certificate to purchase a policy?

No, you do not need to provide a medical certificate to take out this policy. However please be aware that losses arising from pre-existing medical conditions are generally not covered. Please refer to Chubb One-Trip Travel Protection Combined Financial Services Guide, Policy Wording and Product Disclosure Statement(PDS) and Supplementary Disclosure Statement (SPDS) or Chubb Annual Travel Protection Combined Financial Services Guide, Policy Wording and Product Disclosure Statement.

10. How old do I have to be to apply for Chubb One-Trip Travel Protection and Chubb Annual Travel Protection?

You must be at least 18 years old when you apply.

11. What is the maximum age I can be to apply for Chubb One-Trip Travel Protection and Chubb Annual Travel Protection?

You must not be over 74 years of age for the One-Trip product or not over 69 years of age for Annual product.

1. Is clothing damaged or stained inside a suitcase due to leakage of deodorants etc, covered?

Yes - subject to terms and conditions and limits.

2. What is the limit of cover for any one article on the Chubb One-Trip Travel Protection policy?

$1,000 for International plans and $50 for Domestic plans.

3. What is the limit of cover for any one article on the Chubb Annual Travel Protection (Worldwide plan)?

$1,000 for any one item or set or pair of item.

4. What is the limit of cover for any one article on the Chubb Annual Travel Protection (Domestic Plan)?

$1,000 for any one item or set or pair of items.

5. Is a video camera or any other item on loan or hire for the trip covered?

Yes - we regard these items as 'personal effects', but you must make sure they are not already insured by the owner - who can claim on their own policy. Subject to terms and conditions and limits.

6. Are spectacles, contact lenses, wheelchairs, artificial limbs, etc, covered?

Yes - subject to terms and conditions and limits.

7. What happens if the carrier 'temporarily' misplaces the total luggage for more than 24 hours?

We will reimburse you for essential emergency items of clothing and toiletries up to the amount specified in the product/plan you purchase.

8.The customs department will not allow me to bring in wooden carvings - can I claim?

No, confiscation or destruction by customs or other authorities is not covered.

9. Credit cards were stolen and used by the thief to buy several items - what can be claimed?

The cost of obtaining replacement credit cards may be covered plus your personal legal liability arising from their illegal use is covered providing that you comply with all card conditions prior to and after the theft.

1. I have booked a trip but can no longer go because my employer has cancelled my leave – is this travel cancellation covered?

No - the policy excludes cover for losses arising from an employer's request or demand.

2. I have been charged extra to change my itinerary as I can't meet a friend in London - can I claim?

No - the policy excludes cover for a change in plans, other than for a journey which is cancelled, curtailed or unable to be completed because of the unforeseeable death, Accidental Injury or Sickness or Disease of your travelling companions, relative or business partner, or other unforeseen circumstances beyond your control.

3. My trip to Fiji was cancelled due to cyclones - can I claim?

Yes - subject to the policy limits, terms, conditions and exclusions.

4. My mother died after being sick for 6 months - can I claim travel cancellation?

It will depend on the facts of your claim, but we will only cover loss of deposits and cancellation charges arising from the unforeseeable death of a relative. Subject to the policy limits, terms, conditions and exclusions.

5. I suffer from pre-existing medical and physical conditions.
Can I claim for Medical/Hospital/Additional Expenses if I need treatment when overseas?

No - not if your loss arises from a pre-existing medical condition.

1. What is Chubb Assistance? How does it work?

Chubb Assistance is a 24 hour emergency help line. In the event of a medical or similar emergency overseas, you simply call (reverse charge) the number shown on the card and Chubb Assistance will assist in locating medical assistance in your area.

2. What does Chubb Assistance do?

Chubb Assistance provides, free of charge to you, a service which will direct you to medical or hospital care available locally.

1. I am sued following a motorcycle accident in Fiji - can I claim?

No – The Personal Liability benefit specifically excludes cover for losses arising from the use of mechanically propelled vehicles.
Note: We will not consider any liability claim unless our written approval has been given before you become involved in litigation or make any undertaking to pay. The total liability for any claim including legal and other costs is the same amount shown on your Certificate of Insurance.

1. Are dependent children covered under this section?

Yes if you have selected either Single or Family cover – The Accidental Loss of Life benefit applicable to dependent children is $1,000.
For further information or to speak to one of our customer service representatives, please call 1800 803 548

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