How we can help you if you get into trouble overseas

With Budget Direct travel insurance, you get 24/7 access to a worldwide network of 75,000+ medical and emergency assistance providers.

These include multilingual medical and travel specialists, air ambulances and hospitals. Depending on your needs, we can:

  • Direct you to suitable medical facilities
  • Help coordinate your evacuation and repatriation.
  • Provide assistance if your luggage, travel documents, credit cards or other valuables are lost or stolen.
  • Put you in touch with the nearest Australian embassy, high commission or consulate or other authorities if you are robbed, assaulted, arrested, detained and/or need a lawyer.
  • Provide pre-trip advice, including what vaccinations you need to consider and the medical care available in your destination country.

If you suffer an illness or injury that requires emergency transportation, hospitalisation or repatriation and/or is likely to cost more than A$500 to treat, you (or someone else on your behalf) must call us as soon as possible.

Assistance contact numbers
Travel alerts
What to do in an emergency

Need help? Call us 24/7

If you need overseas medical or emergency assistance, call us 24 hours a day, seven days a week, 365 days a year. We’ll get you the help you need.

From within Australia: 1800 444 424

From overseas: Dial the international code, then +61 7 3465 1718

To speed things up and if possible, please have the following details ready when you call:

  • your location
  • nature of your problem
  • your policy number
  • a contact number
  • any prescribed medications.

Important information regarding Travel Insurance and COVID-19

Issued: 18 March 2020

As of 18 March 2020, Budget Direct is temporarily ceasing to issue new domestic and international Travel Insurance policies based on the advice of the Australian Government not to travel overseas. For full details, please read our latest Travel Insurance update.

Taal Volcano Eruption, Philippines

Issued: 13 January 2020

Taal Volcano in the Philippines erupted on Sunday afternoon, 12 January 2020.  The volcano is located about 37 miles south of Manila. The Manila International Airport Authority have suspended flight arrivals and departures.

Our travel insurance policies do not cover claims for losses caused by an event you were already aware of when you bought the policy.

If you bought a policy after 12 January 2020, we expect you would have been aware of the Taal Volcano Eruption and the possibility of issues arising which could affect travel. For these policies, claims that arise due to the Taal Volcano eruption (for example, flight delays or cancellations) will be assessed in accordance with your policy wording, including exclusions or limits on cover which may apply, depending upon the circumstances.

What should I do?

Floods, Jakarta

Issued: 3 January 2020

As of 31 December 2019, heavy rainfall throughout Jakarta, Indonesia has resulted in flash flooding. Tragically, this has resulted in the loss of life. The flooding has caused disruption to transport. People in the area have been evacuated to temporary shelters.

If you are travelling near the affected areas, we recommend that you contact family and friends to confirm you’re safe. We recommend customers follow the news and listen to the instructions of local authorities.

If you bought a policy after 3 January 2020, we would expect that you would have an awareness of the flooding in Jakarta and the possibility of issues arising which could affect travel. For these policies, claims that arise due to the flooding in Jakarta (for example, flight delays or cancellations) will be assessed in accordance with your policy wording, including exclusions or limits on cover which may apply, depending upon the circumstances.

What should I do?

Bush Fires, Australia

Issued: 2 January 2020

From November 2019, active bush fires have been burning throughout Australia. The bush fires have resulted in damage to land and dwellings and in road closures across Australia. The bush fires have tragically resulted in loss of life. We express our deepest sympathies for the families and individuals involved in these incidents.

If you are travelling near the affected areas, we recommend that you contact family and friends to confirm you’re safe. We recommend customers follow the news and listen to the instructions of local authorities.

If you bought a policy after 2 January 2020, we would expect that you would have an awareness of the bush fires and the possibility of issues arising which could affect travel. For these policies, claims that arise due to the bush fires (for example, flight delays or cancellations) will be assessed in accordance with your policy wording, including exclusions or limits on cover which may apply, depending upon the circumstances.

What should I do?

Jetstar Strikes, Australia

Issued: 10 December 2019

Jetstar Airlines are expecting staff to take industrial action over the Christmas period which may impact customers travelling with Jetstar. The industrial action will take form as strikes during peak holiday travel times.

Our travel insurance policies do not cover claims for losses caused by an event you were already aware of when you bought the policy.

If you bought a policy after 10 December 2019, we expect you would have been aware of the Jetstar Strikes and the possibility of issues arising which could affect travel. Consequently, claims made after this date arising from the Jetstar Strikes may not be covered.

What should I do?

Civil Unrest, Hong Kong

Issued: 9 August 2019

Ongoing anti-government protests and strikes in Hong Kong have led to suspended train services, blocked roads and cancelled flights.

Our travel insurance policies do not cover claims for losses caused by an event you were already aware of when you bought the policy.

If you bought a policy after 7 August 2019, we expect you would have been aware of the city’s civil unrest and the possibility it would disrupt your trip.

Consequently, claims made after this date arising from the civil unrest may not be covered.

What should I do?

If you’re currently travelling

If your travel arrangements have been affected by one of the abovementioned events, please contact your travel agent.

They might be able to help you amend your travel arrangements for no extra cost.

Depending on the type of Budget Direct travel insurance you have, you may be able to claim for cancellation or amendment fees and/or additional expenses due to disruptions and delays.

If you have not yet departed

If your travel arrangements have been affected by one of the abovementioned events, please contact your travel agent.

They might be able to help you amend your travel arrangements for no extra cost.

Depending on the type of Budget Direct travel insurance you have, you may be able to claim for cancellation or amendment fees (whichever is the lesser).

For the latest information and advice for safe travel overseas please visit smartraveller.gov.au

Making a claim

Please keep all receipts for any additional travel, accommodation and meals expenses you incur.

If you’re claiming cancellation or amendment fees, you’ll need to submit documents showing what your original, pre-paid arrangements were, as well as your new arrangements (if applicable).

These documents should include the non-refundable portion of your travel agent’s bill.

Note that, upon acceptance of your claim, any compensation and/or refunds you receive from a third party (e.g. an airline) will be deducted from the benefit we pay you.

Make a claim on your travel insurance policy

Find out more

For more information about Budget Direct travel insurance, including what you can claim if your travel arrangements are disrupted, please read the Product Disclosure Statement or contact us.

If the country you’re travelling in is the site of a terrorist attack, natural disaster, violent civil unrest or disease outbreak, follow these three steps:

1

Ensure your safety

Follow the instructions of the local police, rescue teams, medical experts and other authorities and monitor the local media for information about possible new threats.

2

Get assistance

Once you're out of immediate danger, contact us for overseas medical and emergency assistance, if you need it. Get assistance

3

Check the government's travel advice

The Australian Government’s Smartraveller website rates the security situation in different countries to help travellers determine where and when to travel overseas.

You should follow the government’s advice on how to behave or respond to the threats you could face at your destination.

If the risk rating for the country you're in, or will be travelling to, is raised to 'Level 4 – Do not travel', contact us.

We'll explain how the higher risk rating affects your Budget Direct travel insurance and what your options are.

Stay in touch

To stop your family and friends worrying about you while you’re overseas and make it easier to find you in an emergency, the Australian Government recommends you:

  • leave a copy of your itinerary with your family or friends, and let them know if it changes
  • arrange a way to stay in touch with family and friends (e.g. mobile phone, prepaid or postpaid international calling card, email, social media)
  • tell your family and friends how often you’ll check in with them – and do it
  • create a Smartraveller account and register your contact and travel details.

More information

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