House of Travel

FAQ - International Travel Insurance

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• How do I make a claim on my insurance policy?

  If you have taken out insurance cover with us and wish to make a claim, you will first need to fill out a claim form:
  • Download a claim form
  Once you have completed the claim form you are required to:
  1. Provide us with orignal invoices. receipts, and other vouchers relating to Your expenses or Loss.
  2. Produce your policy details
  3. Provide us with all the information we require
  Then, for the quickest service, call Mondial on 0800 574 904 to lodge the claim. Alternatively contact your House of Travel outlet for assistance.

  Click here if you Purchased Travel Insurance Online Before 21st December 2009 

• Why do I need Travel Insurance?

  When outside New Zealand, the majority of day-to-day insurance policies will not cover you. All sorts of things can go wrong, whether through illness, theft, or property damage. In order that you can travel with complete peace of mind, it is recommended that you take out some form of Travel Insurance as 1 in 9 travellers will need to make a claim.

• If I want to talk to someone / this type of insurance is not suitable how do I contact you ?

  You can contact us on email, phone or in person. Click here for our contact details and we will be able to talk through your individual circumstances

• Are the children travelling with me covered by Essentials Plus International insurance?

  Your own financially dependant children or grandchildren and up to one other non-related financially dependant child is covered provided they are travelling with an insured adult. The age of a child is 18yrs or under.

• I am over the age of 69, can I still get insurance?

  The insurance cover offered online does not cover people aged 70+. We do however have other insurance policies that cover over 70s, we can arrange this cover anytime so once you have completed your booking please contact us

• I have a pre-existing condition, can I get insurance?

  The insurance cover offered online does not cover people with pre-existing medical conditions. We do however have other insurance policies that cover people with pre-existing medical conditions, we can arrange this cover anytime so once you have completed your booking please contact us Note: Passengers with pre-existing medical conditions are subject to an additional $40 surcharge upon declaring your medical condition, you are not required to present a medical certificate.

• What is a pre-existing medical condition?

  A Pre-existing Medical Condition” means:
  a) An ongoing medical or dental condition of which you are aware, or related complication you have, or the symptoms of which you are aware;
  b) A medical or dental condition that is currently being, or has been investigated, or treated by a health professional (including dentist or chiropractor) at any time in the past, prior to policy purchase;
  c) Any condition for which you take prescribed medicine;
  d) Any condition for which you have had surgery;
  e) Any condition for which you see a medical specialist; or
  f) Pregnancy.

• What does the Essentials Plus International insurance policy not cover?

  There is no cover: for pregnancy after 28 weeks available for terminal conditionsfor psychosomatic, psychological, psychiatric, mental or nervous disorders, anxiety, depression, stress, dementia, or insanityfor sexually transmitted diseases, AIDS/HIVfor alcohol or drug abuse related illnessesif you are travelling against medical advice, or you are travelling to seek treatmentfor any condition you are under investigation for or are on a waiting list for

• What can you do for me if I find myself in trouble when overseas?

  FROM ANYWHERE IN THE WORLD CALL COLLECT:
  +61  7 3305 7499
  If you need emergency advice or assistance while overseas, emergency assistance company will provide a helping hand 24 hours a day, ever day of the year.

  Mondial Assistance advise is available for all services related to:
  • medical and hospital
  • repatriation
  • legal expenses
  • evacuation and travel

  When you call, Mondial require:
  1. Your name
  2. Your policy number and selected plan
  3. Details of your emergency
  4. A contact phone number, including area code

• I am looking at renting a vehicle, does travel insurance cover me for any excess I might have to pay?

  The standard Rental Vehicle Excess in the policy is $3,500 with a standard excess of $300. This can be increased to $4,500 for an extra $5 per car hire day. The vehicle must be rented from a licensed vehicle agency in the name of the insured persons. If you are interested in this cover please contact us

• We will be hiring a car, if we leave our luggage in the car will it be covered?

  No cover is available for luggage left unattended in a public place. This includes places like the beach, hotel foyers or in a motor vehicle overnight. Photographic equipment, mobile telephones, computers and jewellery must be stored in the boot whilst the vehicle is unattended during the day.

• If the airline loses my luggage, what do I need to do to claim?

  You will need to report the loss to the carrier and get from them a written report, usually in the form of a Baggage Irregularity Report (BIR). Initially you will need to claim through the airline, with any shortfall being cover by your Mike Henry Travel Insurance Policy. You will also need to provide proof of ownership of the items lost.

• When will my excess apply?

  Your excess will apply whenever you claim. This will be deducted from each loss which occurs as a separate event. For example; while on holiday you fall and require hospitalisation and in falling, you also break your camera. As both of these claims relate to the same event (the fall) you are required to pay only one excess.

• Who is the Travel Insurance provider for House of Travel?

  House of Travel Insurance is underwritten by Mondial.

• What if I need to extend my insurance cover period?

  Simply contact us and we can update your travel insurance cover. This needs to be done before your existing policy expires otherwise extra charges and terms may be imposed

• I can get cheaper insurance with my credit card, why should I buy your insurance?

  When considering an alternative insurance keep in mind that the quality of travel insurance is not necessarily the benefits provided but is actually the service provided when you need it and often a cheaper insurance can mean that you don’t receive the same quality of service if something did go wrong on your trip.

• I have Gold Card insurance, how does this compare to your travel insurance?

  Each Gold Card dependant on the card type Gold Card insurance comes with an excess of $200 on travel cancellation, medical expenses, luggage and personal effects, personal liability, rental vehicle excess. Gold card does not cover people over 74 years of age Luggage and Personal Effects cover is limited You are one of thousands of card holders who all lodge claims through a call centre, we have over 80 outlets and have an individual travel consultant assigned to each booking

• Do I need insurance? I am fit and healthy.

  Medical insurance is only part of the cover offered and there is so much more than just medical. In fact one third of all claims are for travel cancellation costs and one third for luggage and personal effects. Also more fit and healthy people are more likely to do some sort of adventure activity, and no matter who you are if you get Delhi belly or a similar sickness, youll need medical help.

• Do I need insurance when travelling in Australia?

  Although perceived to be a low risk destination, accidents can still happen and medical treatment can be very costly: Medical Costs are restricted to Accident and Emerg Doctors visits, GPs, Dental, Specialists, X-rays, Airlifts etc, are not covered and can be very expensive (the average cost of a GP is around AUD $70)ency care in a Public Hospital. Other non-life threatening conditions may mean a lengthy wait list or may not be treated Ambulance charges are very expensive and costs range from AUD $500 in NSW to $950 in the Gold Coast In an emergency the ambulance may take you to the nearest hospital public or private if this happens to be private you will be required to pay the fees (up to AUD $100 for a consultation and in excess of AUD $25,000 for a serious incident) If something were to happen to someone in your family back in New Zealand while you were overseas, travel insurance cover would allow you to come home and re-commence your travel.