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Before your trip, check the latest government advice for any travel alerts for your destination. See alerts here
Before your trip, check the latest government advice for any travel alerts for your destination. See alerts here
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@staging.europ-assistance.com.au
For our direct brands you can contact us on the details below.
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:
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/