Webjet ETC Travel Insurance

Before you enter into this policy with us, the Insurance Contracts Act 1984 (Cth) requires you to provide us with the information we need to enable us to decide whether and on what terms your proposal for insurance is acceptable and to calculate how much premium is required for your policy.

You will be asked various questions when you first apply for your policy. When you answer these questions, you must:

• give us honest and complete answers;
• tell us everything you know; and
• tell us everything that a reasonable person in the circumstances could be expected to tell us.

If you vary, extend, reinstate or replace the policy your duty is to tell us before that time, every matter known to you which:

• you know; or
• a reasonable person in the circumstances could be expected to know, is relevant to our decision whether to insure you and whether any special conditions need to apply to your policy.

You do not need to tell us about any matter that:

• diminishes our risk;
• is of common knowledge;
• we know or should know as an Insurer; or
• we tell you we do not need to know.

Everyone who is insured under the policy must comply with the relevant duty.

If you or they do not comply with the duty of disclosure, we may cancel the policy or reduce the amount we pay if you make a claim. If fraud is involved, we may treat the policy as if it never existed and pay nothing.

We proudly support the General Insurance Code of Practice. The Code sets out the minimum standards of practice in the general insurance industry. For more information on the Code please contact Mondial Assistance on 1300 136 261.

Should you have a complaint or dispute arising out of this insurance, or our employees, authorised representatives or service providers please contact Mondial Assistance on 1300 136 261. We will respond to your complaint within 15 business days, provided we receive all necessary information and have completed any investigation required. If we need more time, we will agree on a reasonable alternative timeframe. We will keep you informed of the progress of our response to your complaint. When we provide our response we will also provide information on how our response can be reviewed by a different employee, who has appropriate experience, knowledge and authority. If you want our response reviewed we will treat the matter as a dispute and provide you with the contact details of our employee, who will respond in writing within 15 business days (provided we receive all necessary information and have completed any investigation required). If we need more time, we will agree on a reasonable alternative timeframe, failing which you can report your concerns to the Insurance Ombudsman Service Ltd (IOS). We will keep you informed of the progress of our review at least every 10 business days.

We will give you reasons for our decision.

If this does not resolve the matter, you may contact the IOS, the industry’s independent external complaints scheme:

Insurance Ombudsman Service Limited
PO Box 561, Collins Street West, Melbourne Vic 8007
Phone: 1300 780 808 (National Toll Free)
Phone: (03) 9613 6300 Fax: (03) 9621 2060.