Common Travel Scenarios & how to deal with them

We love it when our customers experience lots of fun and excitement on their holidays. But no matter where you go, we also know that things can sometimes take a turn for the worse.

Below are some of the most common scenarios we encounter – and how you can deal with them if they happen to you while travelling:


1. You get sick or injure yourself

If an illness or injury occurs, your first priority should be to take care of yourself. Seek medical attention if necessary and call our 24/7 reverse charge support line as soon as possible. If you’re not experiencing an emergency, it is a good idea to contact InsureandGo before you see a doctor or pay for any type of treatment so that we can organise a ‘guarantee of payment’ for you if necessary.

Tip: Don’t forget to retain all your receipts, reports and medical advice after treatment. These will be crucial for approving your claim.


2. You are robbed

You should report any thefts to the local police immediately (or at least within 24 hours). Ask them to issue you with an official police report and contact us at your earliest convenience to make a claim. If something critical, like your passport, has been stolen, we can also help you get in touch with the local consulate to arrange for replacement documents.

Tip: Make sure your insurance policy covers the belongings/valuables you are taking on your trip. In general, don’t take anything with you that you aren’t willing to lose.


3. Riots breaks out near you

It is important that you do not get involved in any riots or violent activity while travelling.

If a riot or another violent event occurs, you should avoid the area in general. If you find you are staying in the midst of a riot area, do not leave your hotel. If you cannot return to your hotel room due to a riot, contact InsureandGo immediately. We will determine the next steps to help you relocate and/or stay safe.

Tip: Check Smartraveller before you leave home for any riot/violence warnings. You should also make an effort to stay on top of local news/movements while travelling, especially in countries where unrest can be common.


4. Pre-paid activities, sports or tours are cancelled

If something you pre-booked/paid for is cancelled, either due to the fault of the operating company or other extenuating circumstances (e.g. weather), you may be eligible for a refund, depending on your specific travel insurance policy.

Make sure you obtain written confirmation of the cancellation from the provider. You should then make a claim with InsureandGo or contact us to find out if your policy allows you to be reimbursed.

Tip: Make sure any activities or sports you choose to partake in are covered by your individual policy. All activities must be run by a legitimate and licensed operator to be eligible for cover.


5. You want to rent a vehicle

Sometimes, the ease of self-driving can be more beneficial than taking public transport while overseas.

If you decide to rent a car, you’ll need to:

  • Check that you have the right insurance cover, including the rental excess waiver; you can call InsureandGo if you’re unsure or if you want to upgrade your policy

  • Make sure you have the correct driver’s licence and/or International Driving Permit to be able to drive in the country you are in

  • Obey all speed limits and road rules while driving, including wearing seatbelts

  • Comply with all terms and conditions listed in your rental contract; if you don’t, you won’t be covered by your insurance

If you want to hire a scooter or motorcycle or another type of large or off-road vehicle, we recommend you

  • Check your travel insurance policy to determine what you are/aren’t covered for

  • Hold the correct driver’s licence and/or International Driving Permit for that country

  • Always wear a helmet – this applies to both yourself and any passengers

  • Adhere to road rules and speed limits and never drive while intoxicated

  • Ensure you can handle any vehicle excesses if an accident occurs, as this won’t be covered by your insurance policy

6. You decide to be spontaneously adventurous

Participating in adventure sports and activities overseas can be loads of fun. However, you’ll want to make sure that your new activities are all covered under your travel insurance package. If they aren’t or if you’re unsure, simply contact InsureandGo on our 24/7 support line and we can tell you what’s covered and what’s not.

Tip: Don’t engage in any sports or activities unless they are organised by a certified, licensed and legitimate provider. If they are not, your insurance may not cover you if anything goes wrong.

Have you got a question about how to handle a travelling problem or incident? Contact InsureandGo on 1300 401 177 or Reverse Charge +61 2 9333 3999 if you are overseas and experiencing an emergency.





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