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QBE Assist ... Travellers Medical & Emergency Assistance Worldwide
QBE Assist is a team of highly trained medical and insurance specialists ready 24 hous 365 day a year, to help travellers in the event of accident, illness or mishap during their travels.
QBE recommends that travellers purchase travel insurance well in advance of their trip, preferably soon after they book their travel plans.
Cover for any new events, including airport closures as a result of ash clouds or other natural disasters, highlights the importance of buying travel insurance as soon as you book your holiday or flight. Travel insurance cover will apply as set out in the relevant PDS and policy wording.
Disrupted, Damaged or Desperate
Airport closures; lost or stolen documents; missing luggage all add up to frustration and anxiety when travelling. QBE Assist is here to assist with:
> Reschedule of disrupted travel plans;
> Replacement of lost passports, tickets or travel documents;
> Provide contact details for bank / credit card providers;
> Assist with arrangements for emergency transfer of funds;
> Relay urgent messages to family or travel agents.
Note: If you are in need of medical or dental treatment or need to cancel or rearrange your trip and you expect that the costs will be in excess of $2,000 you must contact QBE Assist. Providing assistance is not in itself an admission of liability for a claim and where relevant, all services are subject to a claim being accepted under the policy.
QBE Assist’s team is based in Melbourne and coordinates medical evacuation and repatriation to Australia for customers with a QBE travel insurance policy who become seriously injured or ill whilst travelling. The service is world wide, and works in conjunction with numerous hospitals, health care groups and other service providers internationally.
Hurt, Sick & Away From Home
Requiring medical attention is stressful at any time let alone being overseas, potentially without the familiarity of the English speaking medical staff or the confidence of a fully equipped Australian hospital. QBE Assist’s team of medical experts, doctors and nurses, is on hand for:
> assessing and monitoring after an accident or illness;
> providing medical repatriation, if required;
> making payment of hospital and medical bills.
>interpreters in non-English speaking overseas hospitals
>urgent messages to your family or travel agent.
Airport closures; lost or stolen documents; missing luggage all add up to frustration and anxiety when travelling. QBE Assist is here to assist with:
> rescheduling disrupted travel plans;
> replacement of lost tickets, passports or travel documents;
> providing contact details for bank / credit card provider to assist with arrangements for emergency transfer of funds;
> urgent messages to family or travel agents.
Note: If you are in need of medical or dental treatment or need to cancel or rearrange your trip and you expect that the costs
will be in excess of $2,000 you must contact us. Providing assistance is not in itself an admission of liability for a claim and where relevant, all services are subject to a claim being accepted under the policy.
Before You Travel
Subscribe to smartraveller.gov.au to receive travel advice and warnings every time an update is made. For international travel, always confirm the status of your destination with the Department of Foreign Affairs and Trade Register with DFAT
Contacts Outside Australia
Toll free phone numbers are available from your Certificate of Insurance. If you can't use the toll free numbers contact the international operator and ask for a 'reverse charge' or 'collect' call to 61 + 3 + 8523 2800. Calls from mobile telephones will be at your cost.
QBE Assist Emergency Assistance +61 3 8523 2800
Fax: +61 3 8523 2815
Email: qbeassist@qbe.com
Within Australia
Emergency Assistance
1300 555 019
Claims:
1300 555 017
Customer Service:
1300 555 017
Medical Services:
1300 555 017
For Emergency Assistance.
QBE's Assist team provide medical and non medical advice and assist with information on preventative measures.  For emergency assistance contact QBE Assist on +61 3 8805 2800, or use one of the free call numbers provided with policy documentation. Alternatively email qbeassist@qbe.com
General Advice
This information must be read in conjunction with the Product Disclosure Statement (PDS) and policy wording as certain restrictions apply, including but not limited to restrictions for existing medical conditions. For any complaints or disputes, policyholders should refer to their PDS. This advice will be updated when new information becomes available.
Cover For Medical Illness
Any policy holder who falls ill with the swine flu virus whilst overseas must contact the QBE Assist emergency assistance service. Customers will be covered for the cost of necessary and agreed medical treatment. If your illness causes you to change your travel plans, you will also be covered for the costs of rescheduling which will be arranged or authorised by QBE.
Cover will also be provided for delays arising from a mandatory quarantine period which forms part of your required medical treatment for the swine flu virus.
Cover for Compulsory Quarantine *
Cover for compulsory quarantine is limited and applies in the following circumstances:
>  On your return to Australia where you are not permitted to travel domestically to your home - Reasonable additional accommodation expenses and pre paid public transport rescheduling is covered.
>  Deferment or cancellation of prepaid travel expenses are covered if you are subject to compulsory quarantine at the time you are due to depart.
>  Additional expenses and costs of rescheduling of prepaid travel arrangements resulting from compulsory quarantine during the trip will be covered.
> You are confined in compulsory quarantine during your trip or at the time you are due to depart.
When you lodge a claim you must provide QBE with documentary evidence that your quarantine was compulsory, by this they mean that a relevant Government authority has advised you that you must remain in quarantine for a period of time.
Voluntary Rescheduling or Government Intervention
QBE does not provide cover for voluntary rescheduling or cancellation. Nor does it provide cover for rescheduling arising from a Government intervention or advice from a Government agency other than actions or advice that prevent travel.
This means should travellers voluntarily or by reason of Government intervention change their travel arrangements for reasons other than medical illness or compulsory quarantine, which includes contracting Swine Influenza, they may not be able to claim on their QBE policy.
It is recommended that you allow ample time for additional customs or immigration checking procedures and check with your travel agent or airline to establish their position.
This information must be read in conjunction with your Product Disclosure Statement (PDS) as certain restrictions apply, including but not limited to restrictions for existing medical conditions or events that occurred prior to your purchase of the policy.
Need To See A Doctor or Dentist
Obtain a recommendation from friends, relatives or the place where you are staying. Obtain a report from the physician or dentist stating the nature of the condition and the cause. Contact QBE Assist as soon as possible. Keep receipts for payments made and submit a claim form when you return.
Hospitalised
Call QBE Assist immediately so that they can monitor your condition and liaise with the hospital and if necessary arrange to have you brought home by their Assist Medical team. When you call QBE Assist they will need to know names, phone and fax numbers for:
> The Hospital
> Your treating Doctor
> Your local Doctor at home
> Your travel partner and/or relative/friend at home
If Your Luggage is Delayed By The Carrier
Immediately advise the carrier and obtain written acknowledgement from them that you have reported that your luggage has not arrived. If it has been delayed for 10 hours and you need to purchase essential clothing and toiletries please keep all the receipts so that you can claim for them.
Lost Something Or Had It Stolen
You will need to report the loss or theft to the police or the responsible officer (i.e. - aircraft, vessel, train, motor coach or hotel representative) within 24 hours of noticing the loss and obtain a written report.
Lost Credit Cards/Travellers' Cheques
Due to privacy requirements you need to contact your credit card/travellers cheque company directly to cancel or replace credit cards and travellers' cheques. Contact the international operator and ask to make a collect call to the appropriate phone number.
American Express     
61 +2 +9271 8664
Diners Club
61 +3 +8643 2210
Visa
1 +410 +581 9994
Mastercard
1 +636 +722 7111
Airline/Travel Tickets
The quickest way to replace your tickets is to contact a local office of your airline/tour operator or to call your Travel Agent. If you still have difficulties please call QBE Assist and they will assist you.
Passports/Visas
Contact the local Embassy or Consulate or alternatively call QBE Assist and they will advise you about what to do to arrange replacements.
Just in Case...
Your bags are delayed, pack a change of clothes and toiletries in your hand luggage and always carry your travel documents and passport with you while travelling.
Obtain Reports And Keep Receipts
If you intend to lodge a claim, reports from doctors, police, airlines and receipts for purchases and expenses that you will claim for, will be required in order to claim. Ensure you keep all receipts and obtain copies of any reports.
Never Leave Luggage In A Motor Vehicle Unattended
Always ensure valuables are in a safe and secure place.
MATTERS YOU NEED TO KNOW
Cooling off Period ... If, having purchased a QBE policy, you want to return it, you can do so within 21 days of receiving the Certificate of Insurance and obtain a full refund, provided no claim has been made and your trip has not commenced. The Cooling Off Period does not apply to policy or trip extensions. (Please read the PDS as conditions apply).
Insurance Disclaimer: Where a person uses this site to purchase travel insurance the following terms,conditions and acceptance criteria apply. Insurance issued by QBE Insurance (Australia) Ltd ABN 78 003 191 035 AFS Licence 239545. Before deciding to acquire any insurance product, you should obtain and consider the relevant Product Disclosure Statement to decide if a policy is right for you. This material contains general information only and may not suit your particular circumstances. Cover limits apply as set out in the policy wording.
GETravel Insurance a trading name of Global Surf Travel Pty Ltd. ABN 79 083 338 649 P.O. Box 97 Burleigh Heads QLD 4220. A distributor of QBE Insurance (Australia) Limited, we do not ask for nor do we keep any of your personal information.
Disclaimer: You understand that the insurance contract is between you and QBE Insurance (Australia) Limited only and that GETravel Insurance / Global Surf Travel Pty Ltd is not the insurer of any risk and will not be liable for any damages, loss or claim whatsoever, in connection with the purchase of insurance from QBE Insurance (Australia) Limited