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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.
To know more about how Europ Assistance can help with your Flight Centre Travel Insurance policy, read through our policies and procedures available below.
Please note: With effect from 11 July 2025, Europ Assistance Australia Ptd Ltd (“EAA”), registered business address, and principal place of business, will change to Level 9, 35 Clarence Street. Sydney NSW 2000, Australia . This address replaces EAA’s street address as set out in the PDS.
To find out the PDS related to your purchase date, please check the email you received when you made your purchase or reach out to our customer service team for help in obtaining the correct document.
What to do if you’re unhappy with our service
We are committed to resolving your complaints and expressions of dissatisfaction with care. Whether the complaint or feedback is about our products or service, we can help.
Complaints are an important way to learn from our customers’ experience and help prevent similar events from occurring in the future. This will improve product features and the overall claims experience.
Europ Assistance is committed to:
At Europ Assistance, the satisfaction of customers is our utmost priority. The quality of our service is important to us, which is why we strive to constantly improve our quality level. This is part of our commitment to the General Insurance Code of Practice.
Any customer is entitled to make a complaint and will be handled in an honest, transparent and timely manner. When a customer first lets us know about a complaint or concern, we will:
Additional resources are available if you are hearing and speech impaired. Hearing and speech impaired customers can contact the National Relay Service on 1800 555 727.
Customers requiring translation assistance can contact the Translating and Interpreting Service on 131 450 and request they contact us on the customers behalf.
At Europ Assistance Australia, our customers are at the heart of everything we do. We’re committed to supporting you with empathy, fairness, and care.
If something hasn’t gone to plan, we want to hear about it. Your feedback helps us improve and ensures we continue to deliver the service you expect.
How to contact us:
Our Customer Complaints Policy explains how you can make a complaint and what you can expect from us. We aim to make the process as smooth as possible by being accessible, responsive, and transparent.
If we haven’t resolved your complaint within 30 calendar days, or if you’d prefer to escalate it sooner, you can contact the Australian Financial Complaints Authority (AFCA). AFCA provides a free, independent service for customers and certain third parties under its Complaint Resolution Scheme Rules.
AFCA contact details:
Cooling Off Period
When purchasing our travel insurance, we offer a 21-day cooling-off period in case you change your mind. If you decide this cover isn’t suitable, you can cancel your policy within 21 days of purchase, provided:
Simply contact your issuing agent to request a cancellation, and we’ll provide a full refund of your premium. Please note that once a policy is cancelled, it cannot be reinstated or used.
Cancelling Outside the Cooling Off Period
If you cancel your policy after the 21-day cooling-off period or once your trip has started, we may refund part of your premium for the remaining cover period. This refund will exclude any government charges and taxes we can’t recover, and you must not have made a claim or used the policy.
The date of cancellation will mark the end of your policy, and no further cover will apply.
