xYou must be an Australian resident to purchase any plan from the Australian website
Important Information: Our policies do not provide cover for travel to destinations that are designated as “Do Not Travel” by the Australian government or sanctioned destinations. Check the latest government advice and our travel insurance alerts.
Frequently Asked Questions
NOTE: The information provided below is not exhaustive and may be subject to change from time to time. We recommend that you refer to your certificate of insurance, together with the applicable Product Disclosure Statement for details about the terms, conditions and exclusions of your policy.
Target Market Determinations (TMDs)
From 5 October 2021, AIG Australia Limited (AIG) is required to have Target Market Determinations for its retail client insurance products.
What is a TMD?
A TMD is a document created by AIG which seeks to offer customers, distributors and staff with an understanding of the class of customers for which the product has been designed. It sets out:
- who is in the target market and who the product is not designed for;
- any distribution conditions and restrictions for the product;
- review periods and events that may trigger a review of the TMD; and
- reporting obligations for AIG’s distributors.
The TMD is not intended and should not be treated as a full summary of the product’s terms and conditions. It is also not intended to provide financial advice. Customers must refer to the Product Disclosure Statement (PDS) and any supplementary disclosure documents for the terms and conditions of the product when making a decision to acquire the product.
TMD’s for all AIG retail products are available on AIG’s website here - https://www.aig.com.au/tmd
AIG is committed to offering high quality insurance products to meet our customer needs and which offer real value. AIG achieve this by taking a consumer-centric approach when designing and distributing our products.
Frequently Asked Questions
Important Information: As COVID-19 is considered a known event, cover restrictions and exclusions will apply for related events or losses. No cover is provided for any claim arising from travel restrictions due to government orders, advisories, regulations, directives, or border closures. Please refer to the Travel Alert available here.
Does Jetstar Travel Insurance cover COVID-19?
Yes, all plans have COVID-19 benefits, but the types of benefits and limits vary between international and domestic plans. COVID-19 coverage includes:
- Trip Cancellation Costs: Cover if you need to cancel or amend your trip due to yourself or someone you’re travelling with on the same policy being diagnosed with COVID-19.
- Emergency Overseas Medical Expenses and Overseas Medical Evacuation & Repatriation: If you or someone you’re travelling with on the same policy is diagnosed with COVID-19 while on your overseas trip, our International Comprehensive travel insurance plans include cover for emergency overseas medical expenses and medical evacuation.
Please note that there is no coverage in relation to travel restrictions due to government orders, warnings, advisories, regulations, directives, prohibitions or border closures relating to any current or previous epidemic or pandemic as declared by the World Health Organisation or by any official governmental body or health authority of either Australia or your Destination country.
This is a summary of cover and does not include the full terms, conditions, limits / sub-limits and exclusions. Please read the applicable PDS for full details as to what is and is not covered.
Do I need medical proof of my positive COVID-19 result if I need to cancel my trip?
Yes. You will need to provide documentation to support the circumstances of your claim. We understand that the type of documentation you are able to provide may vary and we assess every claim on a case-by-case basis.
You should submit as much information as you’re able to along with your claim, as this will help us to assess your claim in a timely manner and reduce the possibility that we may need to ask you for further information.
Information you supply may include:
A letter from a medical practitioner confirming you are medically unfit to travel due to being diagnosed with COVID-19; and
A positive rapid antigen or PCR test result as proof of diagnosis in relation to COVID-19 claim submissions
Don’t forget to contact your travel service providers as well, as you’ll also need to demonstrate that you have requested a refund or tried to reschedule your arrangements, and what your out of pocket costs are.
If I need to change my trip dates can I change my travel insurance dates?
Yes, if you have not begun your trip and you have not or do not intend to submit a claim against your policy, you can change the dates in your insurance policy. Please contact our Customer Service Team to arrange by calling 1800 257 504.
I have upcoming travel. Will I be able to cancel my trip and be reimbursed?
It depends on the reason why you need to cancel your travel. Please read the applicable PDS for full details as to the terms, conditions and exclusions of your coverage.. If you are unsure about coverage, please contact our Customer Service Team on 1800 257 504 who can provide you with details on coverage.
Can I cancel my insurance and get my premium refunded?
You are able to cancel your policy for any reason and receive a full refund of your premium if you meet all of the following conditions:
- You cancel your policy and request a refund within 21 days of purchasing your policy;
- You have not started your trip; and
- You have not filed a claim.
Can I change my mind and choose not to travel?
If you no longer want to travel, or you change your mind and decide not to travel, you will not receive cover under our policies. We suggest you contact your airline or travel provider to discuss your options.
What is Jetstar Travel Insurance?
Exclusively designed for Jetstar passengers, Jetstar Travel Insurance provides you protection from unexpected events during your trip. Our products are designed to cover you for domestic or overseas trips. A list of products and their benefits can be accessed by clicking here
Can I be covered for an error I made in my booking?
No coverage will be provided for claims arising from additional expenses or fees arising from errors or omissions made by you (or on your behalf) in the process of booking your trip.
Does the 21 day cooling off period apply to my travel tickets?
There is no cooling off period for the purchase of your travel tickets with Jetstar. The 21 day cooling off period is only for your travel insurance policy where you may cancel your policy within 21 days of purchasing, provided that no claim has arisen and your travel has not commenced. In such circumstances, AIG will cancel the policy and give you a full refund of premium.
What if I have a pre-existing medical condition?
For overseas travel only, we offer automatic cover for over 40 existing medical conditions, provided that you satisfy the criteria for that condition.
If your existing medical conditions are not covered as an Automatically Covered Condition, you will not be covered for any claim arising from your existing medical condition/s under any section of the policy. You will, however, continue to be covered under this policy for other events not related to your existing medical conditions.
For domestic travel, no coverage is provided for existing medical condition/s or any complication arising from it.
Automatically covered conditions
There are some existing medical conditions that we will cover you for automatically provided you satisfy certain criteria. The Automatically Covered Conditions and the criteria that apply are listed below. If you satisfy these criteria, we will automatically cover you for that existing medical condition. There is nothing else you need to do to activate this cover (for example, listing the condition on your Certificate of Insurance or supplying us with a copy of your medical records).
Acne |
Allergies providing you’re not required to carry an epi-pen and you have not had to go to hospital in the last 12 months |
Asthma providing you’ve not had any attacks requiring hospitalisation or medical treatment other than regular inhalers in the last 12 months |
Bell’s Palsy |
Benign Positional Vertigo providing you haven’t required hospitalisation for benign positional vertigo in the last two years, including as an outpatient |
Bunions |
Broken/Fractured Bones providing these are completely healed with no ongoing treatment or residual problems |
Carpal Tunnel Syndrome |
Cataracts |
Childhood Bronchiolitis providing you haven’t required hospitalisation in the last 12 months |
Congenital Blindness |
Congenital Deafness |
Dermatitis |
Dry Eye Syndrome |
Eczema |
Essential Tremor |
Gastric Reflux |
Glaucoma |
Goitre providing your condition has been confirmed as benign and the underlying medical cause is not a tumour |
Gout |
Graves’ Disease providing you haven’t received treatment from a medical practitioner for Graves’ disease in the last six months |
Haemorrhoids |
Hashimoto’s Disease providing the underlying medical cause is not a tumour |
Hayfever |
Hiatus Hernia |
Hip/Knee Replacements providing they were performed more than 12 months ago and there are no ongoing treatments or residual problems |
Hyperthyroidism/Overactive Thyroid providing the underlying medical cause is not a tumour |
Hypothyroidism |
Incontinence providing you have no underlying gastrointestinal or urinary condition |
Insomnia |
Ligament Injury provided these are completely healed with no ongoing treatment or residual problems |
Macular Degeneration |
Menopause/HRT |
Plantar Fasciitis |
Raynaud’s Disease |
Restless Leg Syndrome |
Sinusitis providing this is fully resolved and no further follow up |
Solar Keratosis providing your condition has been confirmed as benign |
Tinnitus |
Trigger Finger |
Varicose Veins |
This is a summary of cover and does not include the full terms, conditions, limits/sub-limits and exclusions. Please read the applicable PDS for full details
Am I covered if I'm pregnant?
There is no cover for any costs relating to pregnancy if you are more than 26 weeks pregnant at the start of or during your trip (including routine pre-natal care and childbirth).
Australian Comprehensive Plan
This plan is for domestic trips within Australia.
For detailed information about the benefits, exclusions, and the circumstances under which, and times when, the benefits are provided and the process for making a claim please read the full Product Disclosure Statement (PDS).
International Comprehensive Plan
This plan is for trips from Australia to international destinations.
For detailed information about the benefits, exclusions and circumstances under which the benefits are provided and the process for making a claim, please read the full Product Disclosure Statement (PDS).
Who can get cover under this policy?
To be eligible for cover under this policy, you must be an Australian resident with unrestricted right of entry into Australia and be currently enrolled in Medicare.
This policy covers you for travel commencing in Australia to the overseas Destinations and travel dates you select when applying for cover.
At the time of purchasing this insurance you must not be aware of any circumstances which could lead to cancellation or disruption of your trip, and at the time of purchasing this insurance and up until the time you commence your trip you must be medically fit to travel.
Where can I buy Jetstar Travel Insurance?
You can apply for this travel insurance at the time you make a travel booking on jetstar.com. You can also apply after you’ve made your travel booking, and right up until your departure date, by visiting Jetstar’s Manage Booking page and selecting ‘add travel insurance’ or by calling the AIG Australia contact centre on 1800 257 504.
Before you buy, you should review the terms and conditions of this policy to make sure the cover is right for you. You should also review any advisories on smartraveller.gov.au for anything related to your intended Destinations. We do not cover any location with a ‘Level 4 – Do not travel’ warning issued by the Australian government. If you have questions about applying for cover, please call us on 1800 257 504.
What should I do if I did not receive my Confirmation Email?
If you did not receive your Confirmation Email, either email us by clicking here or call us on 1800 257 504 8am - 6pm AEST. Make sure to have your Full Name, Flight Booking Number, Travel Dates, Date of Purchase and E-mail Address so that we can assist you as quickly as possible.
Where can I get the Product Disclosure Statement (PDS) of my Jetstar Travel Insurance Policy?
You will receive a confirmation email which will provide a link to the View Policy Portal, you will need to enter your Surname and Policy number. Once you have accessed the View Policy Portal you will be able to obtain a copy of your Certificate of Insurance and PDS. PDS documents are also available on the policy benefits page.
Can I cancel my Jetstar Travel Insurance Policy and get a refund?
If you change your mind or decide that the product doesn't meet your needs, you can cancel your policy within 21 days of purchasing, provided that no claim has arisen and your travel has not commenced. AIG will cancel the policy and give you a full refund of premium. After 21 days, we will not refund any part of the premium.
Can AIG make changes to the dates of the travel or the name of the travellers on my flight/travel tickets?
AIG has no access to make changes to your flight/travel tickets. Jetstar may ask you to pay additional costs to make such changes. Some changes may be covered by your insurance policy taken out with AIG. For further details of coverage, please refer to your PDS or call the AIG on 1800 257 504 between 8am to 6pm AEST (closed on weekends and public holidays).
Can AIG cancel my flight tickets?
AIG has no access to cancel your flight tickets. If you require assistance on this, please contact Jetstar on 131 538.
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Jetstar Travel Insurance is issued by AIG Australia Limited ABN 93 004 727 753, AFSL 381686 (“AIG”). Jetstar Airways Pty Limited, ABN 33 069 720 243 (“Jetstar”), is an authorised distributor of AIG in arranging this insurance under ASIC Corporations (Basic Deposit and General Insurance Product Distribution) Instrument 2015/682. Jetstar is not authorised to provide any advice, opinion or recommendation regarding insurance. The information provided is purely for factual information only. Before making any decision to buy the travel insurance, you should read the applicable Product Disclosure Statement (PDS) and Target Market Determination (TMD).