How we can help you if you get into trouble overseas

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

These include multilingual medical and travel specialists, including about 500 doctors in 34 countries. Depending on your needs, we can:

  • Direct you to suitable medical facilities and monitor and keep your family informed of your condition.
  • 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 AUD$500 to treat, you (or someone else on your behalf) must contact us as soon as possible.

Travel alerts
What to do in an emergency
Assistance contact numbers

Kilauea Volcano, Hawaii

11 May 2018

The Kilauea Volcano in Hawaii recently erupted following a magnitude 6.9 earthquake.

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 8am (AEST) on Friday 11 May 2018, we expect you would have been aware of the volcano and the possibility it would disrupt your trip.

Consequently, claims made after this date arising from the volcano (for example flight delays or cancellations) may not be covered.

Mount Agung volcanic ash cloud, Bali

19 September 2017

The Mount Agung volcano in Bali, Indonesia, has erupted periodically since September 2017, causing clouds of ash. Its most recent eruption, on 28 June 2018, temporarily disrupted flights to and from Denpasar Airport.

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

If you bought a policy after 7am (AEST) on Tuesday 19 September 2017, we expect you would have been aware of the volcano and the possibility it would disrupt your trip.

Consequently, claims made after this date arising from the volcano (for example flight delays or cancellations) may not be covered.

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).

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

If you’re in one of the following countries and need medical or emergency assistance, simply dial the corresponding number – 24 hours a day, 365 days a year – and we’ll get you the help you need.

Country Freecall
Australia 1800 444 424
Canada 1844 6393 702
China North 1080 0611 0195
China South 1080 0361 0225
France 0800 902 768
Germany 0800 1819 595
Indonesia 0018 030 612 038
Malaysia 1800 817 527
New Zealand 0800 453 589
Thailand 0018 006 129 082
United Kingdom 0808 2347 210
United States of America 1844 7745 157
ALL OTHER COUNTRIES Dial the international access code, then the country code, then 8000 REVERSE, then +61 7 3360 7735

Travel Insurance Knowledge Base

Your questions about insurance all
answered in one place.

Get a travel insurance quote online in 30 seconds