Emergency Assistance

Lost luggage is a surprisingly common phenomenon. Nowadays most airlines electronically tag all bags, and even if they get put on the wrong flight, they'll usually find their way to your hotel in 24 hours. In most cases, once it does arrive, a courier service will deliver it from the arrival airport to you at your hotel with delivery charges paid by the airline. Read more

The policy offers cover for permanently lost, stolen and accidentally damaged luggage items. Check the guidelines here.

If you’re already overseas and you unexpectedly need emergency assistance for a medical or non-medical issue and need help, seek help from local authorities and medical or law enforcement officers as needed.

You should contact the 24/7 Emergency Assistance team as soon as possible. The team is on call to help you obtain medical treatment, and if medically necessary they can work with local authorities to repatriate you back to Australia, subject to the terms and conditions of your policy.

You can reach the Emergency Assistance Team on +61 2 9234 3123 or +61 2 8256 1523. Reverse charge calls accepted.

The Emergency Assistance team will help talk to doctors, your family and your local doctor if required, to make sure you get the best treatment.

You can also log into your TID member account to find information about your policy, policy documents, manage your policy or make a claim.

Information required at time of outreach

When you reach out to the TID team, to make sure we can help swiftly, please have the following information on hand:

• Your travel insurance policy number.
• A contact number for where you are at the time you make the call.
• The nature of your problem.
• If you are ill or injured, we will need details of medical consultations you have had.

Paying the hospital

In an emergency where hospitalisation and/or medical evacuation are required, assuming the Emergency Assistance team has been contacted and given authority to do so, the insurer can cover these costs upfront (subject to a covered event occurring).

If it is not an emergency and the costs are not excessive, then you would be expected to pay upfront and make a claim when you return home.

What’s covered?

• Reasonable and necessary emergency medical, hospital and ambulance expenses that you incur arising from your death or your new illness or injury, or automatically covered condition.
• A return economy class airfare and reasonable accommodation for a friend or relative to travel directly to you, if you are hospitalised with a sudden, life-threatening injury or illness during your trip.
• Dental treatment expenses you incur arising from an injury to healthy natural teeth and which cannot be delayed until your return to Australia.
• TID covers you if you are hospitalised overseas for more than 48 continuous hours because of an illness or injury which first happened while you were outside Australia on your trip (The Works and Annual Multi Trip policies only).

What is the most we will pay?

The most we will pay for this benefit is shown in the Schedule of benefits for your chosen plan. Limits apply per adult traveller and are not increased for accompanying children.

What’s not covered?

• Medical expenses arising from you travelling with the intention of receiving medical treatment.
• A loss arising from an illness or injury, the signs and symptoms of which you first became aware of after you purchased your policy but before you started your trip, where you did not obtain confirmation from your medical practitioner that you were fit to travel.

Need a hand?

Our Customer Service team is always available to help you to understand the policy, what you may be covered for and any documentation you need to pick up along the way.

If you've experienced theft, mugging or your passport and important documents have gone missing, we can help by providing translation services. We can help by providing translation services, directions to the nearest consulate or embassy, and help when your caught up in an emergency situation such as:

• Assault
• A natural disaster: events covered include flood, cyclone, tornado, hurricane, typhoon, wild fire, tsunami, earthquake, landslide, avalanche, volcanic eruption. Natural disaster does not include outbreak of disease, epidemic, pandemic, or any other event that is not specifically included in this definition.
• A terrorist incident: we define terrorist act as an act or threat of violence of any person or group, organisation or government committed for political, religious, ideological or similar purposes, including the intention to influence any government and/or to put the public in fear.
• Civil or political unrest

The Emergency Assistance team can be contacted 24 hours a day, 7 days a week to help you in the event of an emergency.

Emergency Assistance will also work closely with the claims department, which will assess your entitlement to financial assistance. Please contact the team using the contact details below:

Phone: +61 2 9234 3123 or +61 2 8256 1523 (Reverse charge calls accepted).

SMS: +61 418 406 188

Email: [email protected]

Our Customer Service team is always available to help you to understand the policy, what you may be covered for and any documentation you need to pick up along the way. Our travel safety team at TID work to keep customers informed and publish information on major travel events on our website. 

The international assistance experienced specialists can be contacted by telephone 24 hours a day, 7 days a week to help you in the event of an emergency and to liaise on your behalf with the medical team.

You can contact us on the details below.

Emergency Assistance

Call our Worldwide 24/7 emergency assistance team on:
+61 2 8256 1523
or
+61 2 9234 3123
Reverse charge calls accepted.

SMS: +61 4 18 406 188

Email: [email protected]

Other important contact details:

Customer Service

Phone: 1300 843 843

Phone: +61 2 8256 1537

Email: [email protected]

Claims

Phone: 1300 843 843

Phone: +61 2 8263 0483

Email: [email protected]