QBE TRAVELLERS MEDICAL & EMERGENCY ASSISTANCE OMEGA
OMEGA has a team of highly trained medical and insurance specialists ready 24 hours a day, 7 days a week, to help travellers worldwide in the event of accident, illness or mishap during their travel.
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| OMEGA’s team is based in Melbourne and coordinates medical evacuation and repatriation to Australia for customers with a QBE travel insurance policy who become seriously injured or ill whilst travelling. The service is world wide, and works in conjunction with numerous hospitals, health care groups and other service providers internationally. |
| Hurt, Sick & Away From Home |
Requiring medical attention is stressful at the best of times when you are at home let alone being overseas, potentially without the familiarity of the English speaking medical staff or the confidence of a fully equipped Australian hospital.
OMEGA’s team of medical experts, doctors and nurses, is on hand for:
• assessing and monitoring after an accident or illness;
• providing medical repatriation, if required;
• making payment of hospital and medical bills. |
| Disrupted, Damaged or Desperate |
Airport closures; lost or stolen documents; missing luggage all add up to frustration and anxiety when travelling. OMEGA is
here to assist with:
• rescheduling disrupted travel plans;
• replacement of lost tickets, passports or travel documents;
• providing contact details for bank / credit card provider to
assist with arrangements for emergency transfer of funds;
• urgent messages to family or travel agents.
Note: If you are in need of medical or dental treatment or need to cancel or rearrange your trip and you expect that the costs
will be in excess of $2,000 you must contact us. Providing assistance is not in itself an admission of liability for a claim and where relevant, all services are subject to a claim being accepted under the policy. |
| Before You Travel |
| Subscribe to smartraveller.gov.au to receive travel advice and warnings every time an update is made. For international travel, always confirm the status of your destination with the Department of Foreign Affairs and Trade Register with DFAT |
General Advice
This information must be read in conjunction with the Product Disclosure Statement (PDS) and policy wording as certain restrictions apply, including but not limited to restrictions for existing medical conditions. For any complaints or disputes, policyholders should refer to their PDS. This advice will be updated when new information becomes available. |
Contacts Outside Australia
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Toll free phone numbers are available from your Certificate of Insurance. If you can't use the toll free numbers contact the international operator and ask for a 'reverse charge' or 'collect' call to 61 + 3 + 8523 2800. Calls from mobile telephones will be at your cost. |
QBE Omega Emergency Assistance +61 3 8523 2800 |
Fax: +61 3 8523 2815 |
Email: omega@qbe.com |
| Within Australia |
Emergency Assistance 1300 555 019 |
Claims: 1300 555 017 |
Customer Service: 1300 555 017 |
Medical Services: 1300 555 017 |
For Emergency Assistance.
QBE's Omega team provide medical and non medical advice and assist with information on preventative measures. For emergency assistance contact QBE Omega on +61 3 8805 2800, or use one of the free call numbers provided with policy documentation. Alternatively email omega@QBE.com |
Cover For Medical Illness
Any policy holder who falls ill with the swine flu virus whilst overseas must contact the Omega emergency assistance service. Customers will be covered for the cost of necessary and agreed medical treatment. If your illness causes you to change your travel plans, you will also be covered for the costs of rescheduling which will be arranged or authorised by Omega.
Cover will also be provided for delays arising from a mandatory quarantine period which forms part of your required medical treatment for the swine flu virus. |
Cover for Compulsory Quarantine *
Cover for compulsory quarantine is limited and applies in the following circumstances:
• On your return to Australia where you are not permitted to travel domestically to your home - Reasonable additional accommodation expenses and pre paid public transport rescheduling is covered.
• Deferment or cancellation of prepaid travel expenses are covered if you are subject to compulsory quarantine at the time you are due to depart.
• Additional expenses and costs of rescheduling of prepaid travel arrangements resulting from compulsory quarantine during the trip will be covered.
• You are confined in compulsory quarantine during your trip or at the time you are due to depart.
When you lodge a claim you must provide QBE with documentary evidence that your quarantine was compulsory, by this they mean that a relevant Government authority has advised you that you must remain in quarantine for a period of time. |
Voluntary Rescheduling or Government Intervention
QBE does not provide cover for voluntary rescheduling or cancellation. Nor does it provide cover for rescheduling arising from a Government intervention or advice from a Government agency other than actions or advice that prevent travel.
This means should travellers voluntarily or by reason of Government intervention change their travel arrangements for reasons other than medical illness or compulsory quarantine, which includes contracting Swine Influenza, they may not be able to claim on their QBE policy.
It is recommended that you allow ample time for additional customs or immigration checking procedures and check with your travel agent or airline to establish their position.
* This information must be read in conjunction with your Product Disclosure Statement (PDS) as certain restrictions apply, including but not limited to restrictions for existing medical conditions or events that occurred prior to your purchase of the policy.
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Need To See A Doctor or Dentist
Obtain a recommendation from friends, relatives or the place where you are staying. Obtain a report from the physician or dentist stating the nature of the condition and the cause. Contact OMEGA as soon as possible. Keep receipts for payments made and submit a claim form when you return.
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Hospitalised
Call OMEGA immediately so that they can monitor your condition and liaise with the hospital and if necessary arrange to have you brought home by their OMEGA Medical team.
When you call OMEGA will need to know names, phone and fax numbers for:
* The Hospital
* Your treating Doctor
* Your local Doctor at home
* Your travel partner and/or relative/friend at home |
If Your Luggage is Delayed By The Carrier
Immediately advise the carrier and obtain written acknowledgement from them that you have reported that your luggage has not arrived. If it has been delayed for 10 hours and you need to purchase essential clothing and toiletries please keep all the receipts so that you can claim for them. |
Lost Something Or Had It Stolen
You will need to report the loss or theft to the police or the responsible officer (i.e. - aircraft, vessel, train, motor coach or hotel representative) within 24 hours of noticing the loss and obtain a written report. |
Lost Credit Cards/Travellers' Cheques
Due to privacy requirements you need to contact your credit card/travellers cheque company directly to cancel or replace credit cards and travellers' cheques.
Contact the international operator and ask to make a collect call to the appropriate phone number.
| American Express |
61 +2 +9271 8664 |
| Diners Club |
61 +3 +8643 2210 |
| Visa |
1 +410 +581 9994 |
| Mastercard |
1 +636 +722 7111 |
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Airline/Travel Tickets
The quickest way to replace your tickets is to contact a local office of your airline/tour operator or to call your Travel Agent. If you still have difficulties please call OMEGA and they will assist you. |
Passports/Visas
Contact the local Embassy or Consulate or alternatively call OMEGA and they will advise you about what to do to arrange replacements. |
Just in Case...
Your bags are delayed, pack a change of clothes and toiletries in your hand luggage and always carry your travel documents and passport with you while travelling. |
Obtain Reports And Keep Receipts
If you intend to lodge a claim, reports from doctors, police, airlines and receipts for purchases and expenses that you will claim for, will be required in order to claim. Ensure you keep all receipts and obtain copies of any reports. |
Never Leave Luggage In A Motor Vehicle Unattended
Always ensure valuables are in a safe and secure place. |
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| QBE MATTERS YOU SHOULD KNOW |
General Advice Warning [GAW] ...
The QBE PDS is designed to assist you in your decision to purchase QBE Travel Insurance. It contains information about key benefits and significant features.
Any advice in this document is of a general nature only and has not considered your objectives, financial situation or needs. The booklet contains the following sections which provide- Information about the QBE Travel Insurance product (PDS) and the detailed terms and conditions (Policy wording) |
QBE Cooling off Period ... If, having purchased the policy, you want to cancel it, you can do so within 14 days of receiving the Certificate of Insurance and obtain a full refund, provided no right or power has been exercised under it by you (eg no claim has been made) and your trip has not commenced. QBE's The Cooling Off Period does not apply to policy or trip extensions. |
Global Travel Group 4220 is a trading name of Global Surf Travel Pty Ltd (ABN 79 083 338 649) P.O. Box 97 Burleigh Heads QLD 4220. An Authorised Distributor of QBE Insurance (Australia) Limited (ABN 78 003 191 035) AFSL 239545.
Global Travel Group 4220 can only give factual information as prepared by QBE Travel Insurance. |
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