Questions

General

Car Insurance

Home & Contents Insurance

Life insurance

Travel insurance


General

What benefits do I get with Ozicare?

Some of the benefits available to our customers include:

(For full details, please refer to the PDS.)

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How do I purchase a policy?

To purchase Ozicare Insurance, you can get a quote online in just a few minutes, or call us and we can arrange it all over the phone.

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What do I do if I need to make a claim?

We can deal with your claim request over the phone, and will process it as quickly as possible.

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Car insurance

How can I save money on my car insurance?

You can make your premium more affordable by:

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Are there different ways I can adjust my car insurance premium?

To help you get the best cover for both your needs and your budget, we let you tailor your policy.

For example, you can restrict drivers by age. This lowers the level of perceived risk, which can in turn lower the premium you need to pay.

You can also tailor your policy by:

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What is the difference between agreed and market value?

Market value is what it would cost to replace your vehicle with one of the same make, model, age and condition at the time of the loss or damage. However, it doesn't include warranty, stamp duty or transfer costs.

Agreed value is the amount we agree to insure your vehicle for during each insurance period. (Note: The value may change each time you renew the policy.)

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What is the difference between Comprehensive, Third Party Fire and Theft and Third Party Property Damage?

Third Party Property Damage Only

is our least expensive car insurance option. However, it only covers the damage done to the third party's car. It does not cover any damage done to your own. If your car is involved in a "no fault" accident with an uninsured vehicle, and you can prove it's uninsured, we'll cover you for the damage (up to $3,000) providing you report the accident to the police.

Third Party Property Fire and Theft

car insurance not only covers the damage done to the third party's car, but also provides cover for your own car if it's stolen or catches fire. If your car is involved in a "no fault" accident with an uninsured vehicle, and you can prove it's uninsured, we'll cover you for the damage (up to $3,000) providing you report the accident to the police.

Comprehensive

car insurance gives you the greatest level of protection, covering not only the damage done to the third party's car but also the damage done to yours.

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What are personal effects?

Personal effects are any of your personal belongings in your car at the time of an accident.

At Ozicare we provide limited cover for damage to your personal effects resulting from a collision involving your car. See our Product Disclosure Statement for more details.

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What is a No Claim Discount (NCD)?

A No Claim Discount (NCD) is a discount on your insurance premium. It's calculated by your years of driving experience and your claims record.

For example, if you’ve been driving for 5 years or longer with no claims, you could qualify for a maximum No-Claims Discount known as “Rating One”.

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What is the difference between a Rating One, No Claim Discount and No Claim Bonus?

They're all terms insurers use to rank your driving history and risk, and refer to the discount applied to your full premium.

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Will I lose my NCD if I have an accident?

You can protect your Rating One (maximum No Claims Discount) by selecting our NCD Protection option. This lets you have one claim per year (or up to two claims in three years) without affecting your Rating One.

If you choose our NCD Protection option for two consecutive years without making a claim, you'll qualify for Rating One for life, and any future claims won't affect your NCD, provided you have Rating One protection.

You won't lose any NCD on renewal following a window glass claim, or if the other driver in a collision is entirely at fault and identified to us. However, for other claims your NCD may be reduced at renewal.

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What happens if I don't tell Ozicare about my driving record, past accidents and claims if I'm asked?

Not telling us this information (non-disclosure) can affect our ability to accurately assess your risk or calculate the correct premium. It could lead to your claim being paid only in part, or not at all.

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If I choose Market Value, how do I know how much my car is insured for?

Market value is what it would cost to replace your vehicle with one of the same make, model, age and condition at the time of the loss or damage. However, it doesn't include warranty, stamp duty or transfer costs.

To get an idea of what your car may be worth, you could take a look at the Redbook website.

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Who is the underwriter for Ozicare Car Insurance?

Ozicare car insurance policies are underwritten by Auto & General Insurance Company Ltd, an Australian insurer authorised to conduct insurance business in Australia by the Australian Prudential Regulatory Authority (APRA).

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Why am I paying a different premium to my friends?

The underwriters calculate your car insurance premium according to the level of risk they associate with you and your car. The higher the risk, the higher the premium.

Factors that could go into measuring this level of risk include:

The good news is our underwriting is more comprehensive than many other car insurers, which means we can offer competitive rates to drivers like you.

See our Product Disclosure Statement for more details.

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Home & Contents Insurance

What are my home and/or contents insured for?

Under a standard Home and/or Contents Insured policy we cover you for events such as:

Limits and exclusions may apply, so make sure you read the Product Disclosure Statement.

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Do you have flood cover as part of Home & Contents insurance?

For an additional premium, you can get optional ‘Flood Cover’ for your home and/or contents.

We define flood as:

The covering of normally dry land by water that has escaped or been released from the normal confines of any: lake, river, creek or other natural watercourse (whether or not they’ve been altered or modified) or reservoir, canal, or dam.

You can apply for Flood Cover at any time. If your application meets our underwriting criteria, we’ll accept it.

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Life insurance

Why can’t I buy Ozicare life insurance?

On 28 June 2018, Ozicare temporarily stopped offering life insurance to new customers.

We apologise for any inconvenience this causes you.

(Though we’ve temporarily stopped offering life insurance to new customers, existing policyholders will continue to be covered.)

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What is Life Cover?

Ozicare Life Cover helps you protect your loved one’s financial future should something happen to you, by providing them with a lump sum benefit in the event of terminal illness or death.

While all causes of death are covered by Ozicare Life Cover, suicide or self-inflicted injuries are covered only from 13 months of commencing the policy.

Please refer to the Product Disclosure Statement for full terms and conditions and exclusions.

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How are the various types of insurance different? (Life, TPD, Trauma etc)

Ozicare Life Cover pays a lump sum benefit to your beneficiaries should you pass away or be diagnosed with a terminal illness. The lump sum can be used to cover expenses such as funeral and legal costs, pay down debts or pay for everyday expenses (rent, mortgage, car payment, childcare, school fees, groceries etc) – or be passed down as an inheritance.

Ultimately, should something happen to you, Ozicare Life Cover provides peace of mind that your family is looked after.

Ozicare TPD Cover provides a lump sum benefit if you suffer an injury which results in a total and permanent disability, but not resulting in your death. The payment can be used to pay down debts or pay for everyday expenses (rent, mortgage, car payment, childcare, school fees, groceries etc). It could also be used to purchase or modify a home (to accommodate a disability) or pay expenses such as an in-home carer or cover ongoing medical treatment.

Ozicare Trauma & Trauma Plus Cover provide short-term financial assistance if you are seriously ill or injured. This can help meet mortgage repayments or rent, medical costs and rehabilitation, or compensate for unpaid leave for yourself or your partner during recovery.

Ozicare Children’s Cover pays a lump sum benefit should your child be diagnosed with a terminal illness, suffer a serious illness/injury, or if they pass away. This benefit helps ease the financial burden due to the loss of income when tending to a sick child and having additional expenses such as medical bills.

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Travel insurance

Which countries does Ozicare travel insurance cover?

We provide cover for the following regions and countries:

Pacific
Includes American Samoa, Cook Islands, Fiji Islands, French Polynesia (including Tahiti), Kiribati, New Caledonia, Niue, Samoa, Solomon Islands, Tonga, Tuvalu, Vanuatu, New Zealand, Papua New Guinea; and domestic cruises within Australian territorial waters.
Asia
Includes Bangladesh, Brunei, Cambodia, China, Hong Kong, India, Indonesia, Japan, Laos, Malaysia, Maldives, Myanmar, Nepal, Philippines, Singapore, South Korea, Sri Lanka, Taiwan, Thailand, and Vietnam only.
Europe/Africa
Includes countries in Africa, Europe, Scandinavia, the Middle East, the Caribbean, and Russia.
Americas
Includes United States of America, Canada, Mexico, Central and South America and Antarctica (Antarctic cruises only).
Not covered
We do not cover travel to countries:
  • the Australian Government advises people not to travel to (i.e. countries rated ‘Level 4 – Do not travel’). To find out the risk rating of your destination/s, visit the federal government’s Smartraveller website.
  • subject to an embargo from the UN Security Council or any international organisation to which Australia belongs
  • involved in international conflicts or interventions involving the use of force or coercion.

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Which sports and activities are covered?

We cover more than 90 sports and activities; and you can get optional cover for more than 12 snow sports. For details, please see the Product Disclosure Statement.

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I have a pre-existing medical condition – can I get cover?

Ozicare travel insurance covers 27 pre-existing health conditions. You must tell us about a pre-existing cover before you commence travel. For more information, please read the Product Disclosure Statement.

If you have a pre-existing medical condition that is not covered, you can still be covered for claims not related to your condition.

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How many travellers can be covered under one policy?

With Ozicare, you can get cover for up to 10 adults and 20 dependent children on one travel insurance policy.

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What’s the longest amount of time I can get cover for?

An Ozicare single-trip policy can cover you for up to 12 months if you’re aged 65 or under; or up to 90 days if you’re aged between 66 and 100.

An Annual Multi-Trip policy lasts for 12 months, though each trip must be 30 days or less.

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How can I pay for my travel insurance?

You can pay for your Ozicare travel insurance by credit card (Visa or Mastercard).

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Is there a cooling-off period?

Yes – if you change your mind within 14 days of buying your Ozicare travel insurance policy, you can cancel it and – as long as your trip has not started and you have not made a claim – get your money back.

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What changes can I make to my policy?

Depending on the type of Ozicare travel insurance you buy, you can change the following details in your policy at the following times:

At time of purchase Before your trip starts – and within 14 days of the purchase date After your trip has started

Excess

Yes No No

Travellers on your policy

Yes No No

Departure date

Yes Yes No

Optional extras

Yes Yes No

Travel destinations

Yes Yes Yes

Return date

Yes Yes Yes

Except for the excess, you can make these changes by calling us on 1800 694 227 (within Australia) or +61 7 5412 3463 (outside Australia); or emailing travelhelp@ozicare.com.au

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Can I get more cover for my valuables?

For an additional premium, you can add optional Additional Specified Items Cover to your Comprehensive or Annual Multi-Trip policy.

This cover allows you to insure an item (or pair or set of items) for more than the standard benefit limit of $750.

The item is specified on your policy and given an individual description and value, up a maximum of $4,000 per item and $6,000 in total.

You can add this cover when you get a quote and buy a policy or by calling us on 1800 694 227 (within Australia) or +61 7 5412 3463 (outside Australia); or emailing travelhelp@ozicare.com.au

(Our Essential, Last Minute, and Domestic policies cover luggage and personal effects up to a limit of $500 per item or pair or set of items; Last Minute excludes cover for valuable items.)

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If I run into trouble overseas, can I get assistance?

Yes – all Ozicare international travel insurance policyholders get access to a 24/7, global network of medical and emergency assistance providers.

Emergency contacts

Country Freecall
Australia 1800 694 227
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 3707 3463

If you get sick or injured, lose your passport, or need evacuating, for example, we can get you the help you need.

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How do I make a travel insurance claim?

If you need to lodge a claim with us, you must do so within 30 days of returning to Australia.

A quick and easy way of doing this is to claim online.

Alternatively, you can:

  1. Download and fill in the relevant travel claim form.
  2. Attach supporting documents (e.g. receipts – the form will tell what’s required).
  3. Send the completed form and supporting documents to:
    Email: autogeneral@travelclaims.com.au
    or
    Post:
    Ozicare Travel Insurance
    Locked Bag 3018
    Toowong DC
    QLD 4066

You can also lodge your claim over the telephone. Call us on 1800 694 227 (within Australia) or +61 7 3707 3463 (outside Australia) and a member of our team will help you lodge your claim over the phone.

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If I make claim, what will my excess be?

Depending on the benefit you’re claiming, your excess will be either $200 or $0; or range from $250 to $500 for a handful of the 90+ sports and activities we cover.

For an additional premium, you can halve the excess (where it applies) to $100; or choose to have no excess.

You can do this when you get a quote and buy a policy (but not afterwards).

For more information, please read the Product Disclosure Statement.

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