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FAQ

FAQ

FAQ

FAQ

After wildfires devastated one of the most popular tourist destinations in the US, officials warned visitors to stay away. Are you currently affected by this event? If so, read the below to learn more about how this natural disaster can affect your travels and coverage.

Welcome to our Support Center

Top 5 Common Searches

Am I covered if my family member gets sick and do I have to cancel the policy?
What is the excess on the policy?
How Do I Start a Claim?
What Pre-Existing Medical Conditions Do You Cover?
How Long Can I Travel & Remain Covered By Tick?

Category 4 Hurricane Dora has maintained its intensity as it passes well south of Hawaii, knocking down power lines and trees. That motion is expected to continue for the next several days. Are you currently affected by this event? If so, read the below to learn more about how this natural disaster can affect your travels and coverage.

Here’s Your Product Disclosure Statement

Click on the image below to download your full PDS with terms and conditions.

Please note the below PDSs are the most up-to-date Product Disclosure Statement documents. In order to download the PDS which is applicable to your policy based on the date of purchase, log into your account and you will find the exact document.

Make sure you read the full PDS in detail before purchasing. If you have any questions, contact us.

Contact Us

Need Help with Your Policy?

New Quotes and Policy Purchases

Looking for a new quote or ready to purchase a policy?    

You can get started anytime with our easy online booking system at tickinsurance.com.au.    
It’s quick, simple, and available 24/7 - so you can arrange your cover whenever it suits you.    

Have a question? Our FAQs are a great place to start for quick answers.

Existing Policy Changes

If you need to extend, cancel, or make changes to your existing policy, please call us at +61242770913

Other Enquiries

Still need help?

You can send us an email at info@tickinsurance.com.au. We aim to answer all queries within two business days.

You can also submit your enquiry by following the steps below, and one of our team members will be in touch within two business days. 

24-hour Emergency Assistance

Please contact us at the number above in case of an emergency.     
Free reverse charge from anywhere in the world.

 

Email:assistance@tickinsurance.com.au

 

Claims

 

More information about claims can be found here

Customer Services     
Tick Insurance Australia     
Level 9, 35 Clarence Street   
Sydney NSW 2000   
AUSTRALIA

 

Please note, with effect from 11 July 2025, Europ Assistance Australia Pty Ltd (“EAA”, trading as Tick Travel Insurance), registered business address, and principal place of business, will change to Level 9, 35 Clarence Street. Sydney NSW 2000, Australia. This address replaces EAA’s street address as set out in the PDS. 

 

Complaints

complaints@tickinsurance.com.au

  • Post:

Customer Services     
Tick Insurance Australia     
Level 9, 35 Clarence Street   
Sydney NSW 2000   
AUSTRALIA

 

Please check our Complaints Resolution Process here.

 

Accessibility Services

We have made services available and accessible for people who have permanent or temporary hearing impairments, speech impairments or any form of limitations to make and receive phone calls.     

For more information, please visit the National Relay Service (NRS) website.

  1. TTY (Speak and Read, Type and Read, and Type and Listen) This is a teletypewriter service where you can speak or type your message, with options to read or listen to our responses.     
    Dial 133 677 then ask for 1300 235 444
  2. Voice Relay     
    This is a speak-and-listen relay service for people who have speech limitations to use the phone. Dial 1300 555 727 then ask for 1300 235 444
  3. SMS Relay     
    This is an SMS relay service where you can text on any type of mobile phone, with options to read or listen to our responses.     
    Text 0423 677 767 then ask for 1300 235 444

Customers Experiencing Vulnerability

We are committed to taking extra care of customers who experience vulnerability and financial needs. You can find more information about this in the following links:

If you have a language preference other than English

At your request:

  • We can provide information about our services in different languages.
  • You can write to us in your preferred language, and we will have your correspondence translated.
  • We can arrange for our correspondence to be translated into your preferred language.

Please note that our services do not include translating non-English documents for your claim. Please visit NAATI for notarizing and translation services.

You can also contact the Translating and Interpreting Service (TIS National) directly at 1300 041 474 for free interpreting services.

Whistleblowing Channel

Europ Assistance Australia (trading as Tick Travel Insurance) is part of the Generali Group. We use Generali's Whistleblowing channel for reporting through the internet or over the phone at: https://generali.whispli.com/speakup

For more information on this and alternative whistleblowing contacts, please click here.

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