Frequently Asked Questions

PassportCard Australia’s travel insurance policies are underwritten by Guild Insurance Limited ABN 55 004 538 863, AFSL 233791. PassportCard Australia is an authorised representative of Guild Insurance Limited.

If you need emergency assistance contact PassportCard 24/7 Global Assistance:

• Whilst you are travelling overseas call our reverse charge number: +61 1800 490 478

Contact details for PassportCard 24/7 Global Assistance are also shown on the front of the PassportCard

If you are travelling and you have a claim, contact the PassportCard 24/7 Global Assistance team who will be able to assist you immediately with medical claims, lost or delayed luggage and theft of cash. The PassportCard can be used as one of the ways to pay the claim. If you do not have the PassportCard with you the claims team will work with you to find an alternative method to pay your claim.

Please refer to the Policy Wording (Product Disclosure Statement) to see if the coverage suits your requirements.

We may be able to pay Medical, Delayed Luggage and Theft of Cash claims onto the PassportCard if you are travelling and have the PassportCard with you. To lodge a claim;

• Call the 24/7 Global Assistance Team on our reverse charge number: +61 1800 490 478.
• If eligible, the funds will be transferred onto the PassportCard within minutes.
• Retain receipts for any purchases as we may ask to see them later.

Supporting documents may be required, for example police report for Theft of Cash, Property Irregularity Report from your airline for Delayed Luggage.

You can submit a claim with us either:

• By telephone with one of our Claims Consultants on 1300 123 413; or
• Completing our Online claim form, or
• Completing and returning our Claims Form to claims@passportcard.com.au

You will need to provide documents in support of your claim. The Claim Form includes a section with Helpful Hints and a Document Checklist to further assist with your claim lodgement.

We allow policyholders of any age to enjoy peace of mind during their trip abroad (subject to medical underwriting). Customers over 85 will also need a doctors’ certificate confirming they are fit to travel.

Firstly, it’s important to know that your insurance policy is valid even without the PassportCard.  If you lose it, call our customer service team on 1300 123 413 and we will issue you a new PassportCard or if you are travelling and need to make a claim we will work with you to find a solution.

Yes. The documents will help us give you the best care.  More information on the various documents can be found on the claims form.

Call us on 1300 123 413, and we will review your eligibility for coverage, according to the policy.

We have zero dollar excess on Real-Time claims for medical overseas, delayed luggage and stolen cash*. For all other claims whatever excess you selected when you purchased your policy will apply. Please refer to your policy schedule.

*Terms and conditions of the PassportCard apply. Additionally all benefits and covers are subject to the terms, conditions, limitations and exclusions listed in the Combined Financial Services Guide and Product Disclosure Statement and on other policy documentation, including the schedule.

Yes, we have a comprehensive list of automatically accepted medical conditions. Provided that you are fit to travel, all other conditions can be assessed by contacting our expert team on 1300 123 413.

We are committed to taking a flexible and inclusive approach to support our customers and employees who may be experiencing vulnerability.

For support regarding customer claims, you can contact the claims officer or the claims team on claims@passportcard.com.au. For all other concerns please contact our Customer Service team on 1300 123 413.

Find out more about how we support vulnerable customers.

We cover a range of countries around the world with the exception of those countries that are listed on the Smart Traveller website as “Do Not Travel” and any sanctioned countries as listed by DFAT. These countries may change from time to time so it is important to check before you travel.

Please refer to the Table of Benefits and the Combined Financial Services Guide & Product Disclosure Statement as well as any terms, conditions and limitations that may apply. Limits may also apply on your pre-existing medical conditions if restrictions have been applied.