Australia
Welcome to Europ Assistance Australia’s Policy Hub. Here you can find our latest policies about our travel insurance products and additional services and support for our travellers.
Cancelling within the Cooling Off Period
All our polices have a Cooling Off Period within which you can cancel your policy and get a full refund.
What is the impact of cancelling my policy?
You should be aware that if you cancel your policy, this will also cancel your rights under the policy’s coverage, such as the ability to make a claim, or seek emergency assistance on your travels. You should consider carefully the implications before you request a cancellation and refund.
If you have already made a claim, or intend to make a claim, you can not cancel the policy as you will lose your right to claim.
Cancelling outside the Cooling Off Period
You can still request a cancellation of your policy after the cooling off period. We will take into account with this request if the policy has been used in any way – for example if you have:
How do I request a cancellation or refund of my policy?
To ensure your request is dealt with as quickly as possible, please refer to the details outlined in your Product Disclosure Statement that was sent to you by email when you purchased the travel insurance. Can’t find the email?
For our partner brands, please contact us on 1800 870 238 or email enquiries@europ-assistance.com.au
For our direct brands you can contact us on the details below.
What to do if you have a complaint
If you have a complaint about our products, services, employees or our handling of a complaint or any other dissatisfaction, please contact us:
Europ Assistance Australia has adopted the complaint definition defined in accordance with ASIC’s Regulatory Guide, RG271: Internal Dispute Resolution. A complaint is defined as: (An expression) of dissatisfaction made to or about an organisation, related to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.
If your complaint remains unresolved
Customers whose complaint remains unresolved, have the option to access the services of the Australian Financial Complaints Authority (AFCA), which is available to customers and third parties who fall within the AFCA Complaint Resolution Scheme Rules.
Customers may wish to take their complaint to the AFCA at any time, free of charge, and if we do not resolve the complaint within 30 calendar days after we initially receive a complaint. Under the AFCA’s rules, a customer’s complaint may be referred to us if it has not gone through our complaints process.
You can contact AFCA on:
GPO Box 3, Melbourne VIC 3001
We have made services available and accessible for people who have permanent or temporary hearing impairments, speech impairments or any form of limitations to make and receive phone calls.
For more information, please visit National Relay Service (NRS) website.
1. TTY (Speak and Read, Type and Read, and Type and Listen)
2. Voice Relay
3. SMS Relay
Europ Assistance Australia’s underwriter Mitsui Sumitomo Corporation is a Member of the Insurance Council of Australia.
As such Europ Assistance Australia adheres to the General Insurance Code of Practice, and the obligations on members under the code (https://insurancecode.org.au/).
To find out more go to: https://www.insurancecouncil.com.au/cop/
