Travel Insurance customer reviews

From arranging medical care to replacing lost or stolen passports, we can help you deal with the unexpected. Here are just a few stories from people who choose to travel with Australia Post Travel Insurance.

The McLeary family

A 3-year-old with an ear infection is a challenge at the best of times. Even more so the day before a flight back home from Bali.

"We thought the policy was excellent value for money and it gave us everything we needed when travelling with small children."

See the McLeary family's full story

Amanda and Robert

Serious injury a long way from home: Amanda fractures her spine during a cycling tour of Italy.

"[The nurses] were knowledgeable, they were sympathetic, they showed empathy, their bedside manner was most impressive and they gave practical advice."

See Amanda and Robert's full story

Katherine

When gastro and heatstroke strike in Fiji, Katherine calls in a panic. She needs to get her young kids on the plane home in 2 days.

"I will never get travel insurance with anyone but Australia Post now - they were marvellous."

See Katherine's full story


The McLeary family

A 3-year-old boy develops a serious ear infection in Bali. This, the day before he and his family are due to fly home to Australia.

Our mission

To keep the McLeary family together while they extended their stay in Bali for 2 nights. Our goal was to give 3-year-old Sam enough time to recover from his ear infection before flying home.

Who did we help?

Suzy and Iain, their son Sam, and 2 year-old daughter Hannah.

What was their situation?

The McLeary family was enjoying the end of their 2-week holiday to Bali. Avid swimmer Sam was swimming every chance he had - whether it was in their hotel's generous pool or at the beach. During one swim at the beach, Sam got some sand in his ear and the following day he started to complain that it was sore. By the afternoon Sam couldn't bear anyone touching his ear, and Suzy and Iain knew they had to get him to the doctor.

What happened?

Suzy called our medical assistance team to ask where they should go to see a doctor and what they needed to do to make a claim on their policy. Suzy rushed Sam to the medical centre we recommended, where a doctor prescribed antibiotics. The doctor also and advised that it wouldn't be safe for Sam to fly for 3 days - 2 days later than the McLeary family's scheduled departure. According to their policy, one parent was covered to stay the extra nights in Bali while Sam recovered.

How did we help?

As the McLearys live in country Victoria, when they did arrive back in Australia, they had to make a long drive home late at night from Melbourne Airport. So one parent flying home with Hannah while the other parent stayed in Bali with Sam wasn't feasible.

We told Suzy that we'd make arrangements for the family to stay on in Bali together. So our team set about booking new flights and 2 nights' accommodation at the same standard as the McLearys' current hotel. As their flight home departed at 10pm on the third day, we booked the accommodation for 3 nights rather than 2, so that the McLearys could stay in their room up until they left for the airport.

What happened next?

The McLeary family flew back to Australia together and arrived home safely.

What was the outcome?

Sam recovered quickly and the McLearys were able to focus on his recovery while we took care of the arrangements to keep them in Bali for the extra days they needed.

Your say

"Every phone call with their medical assistance team started with 'How's Sam?'. Their priority was our family and we were overwhelmed by the support and service that was provided by Australia Post. The big thing for us was that we went to bed that night at ease. Australia Post's assistance team said they would take care of everything and they did. We thought the policy was excellent value for money and it gave us everything we needed when travelling with small children."

-Suzy McLeary


Amanda and Robert

A cycling tour of Italy sees Amanda involved in a serious accident. She fractures her spine, collarbone and four ribs, as well as sustaining internal bleeding and extensive grazing.

Our mission

To verify that Amanda received the best possible medical care after her bike accident in Sicily.

Who did we help?

Amanda, and her partner Robert, who were on a 2-week holiday to Italy.

What was their situation?

Amanda and Robert were on a cycling tour near the Sicilian city of Palermo when Amanda was involved in an accident and was seriously injured.

What happened?

Robert was ahead of Amanda in the group and he received a call to say that Amanda had been in an accident. He immediately turned back and the cyclists who had witnessed the accident called an ambulance, which arrived promptly. After being treated where she had fallen, the ambulance took Amanda to hospital in Palermo.

Amanda sustained some significant injuries. It looked like she had fractured several bones, and had received cuts to her face and arms, along with extensive grazing down the left side of her body. She had also lost a significant amount of blood.

Amanda was admitted to hospital and seen by the hospital's neurosurgeon, plastic surgeon and orthopaedic surgeon over a period of 5 hours. They found that Amanda had fractured her C4 vertebra, collarbone and four ribs. She also had internal bleeding in her head (outside the brain) and a build-up of blood in the pneumothorax region (between the lung and chest wall), which was making breathing difficult.

How did we help?

Robert contacted our medical assistance team on the evening that Amanda was admitted to hospital. He gave us the details of Amanda's situation and we made contact with one of our doctors in Italy. Our Italian doctor called the hospital in Palermo to check on Amanda and review her medical reports to make sure that the treatment recommended for her was appropriate.

We were in regular contact with Robert by phone and email as we monitored Amanda's progress and prepared for them both to make the journey home to Melbourne.

What happened next?

Amanda remained in hospital for a week, and then stayed in Palermo for 2 nights before her and Robert's flight home to Melbourne. They both flew home business class so that Robert could assist Amanda, and so that Amanda could be comfortable throughout their journey.

What was the outcome?

At the time of writing their story, it has been 6 weeks since Amanda's accident. The Italian hospital sent Amanda's medical file to her hospital in Melbourne so that they could continue treatment and monitor her recovery. Amanda is doing well and continues to wear a brace as she recovers from the fractures she sustained in the accident.

Your say

"I was really impressed with the nurses in the Australian medical team. They were knowledgeable, they were sympathetic, they showed empathy, their bedside manner was most impressive and they gave practical advice, such as providing me with perspective on the Italian approach to medical care. At times my mind was in other places and the team understood that. I thought overall they were very good."

-Robert Cameron


Katherine

Diagnosis of gastro and heatstroke means that Katherine is unable to catch her scheduled flight home from a holiday in Fiji.

Our mission

To verify that Katherine was accurately diagnosed with heatstroke and gastro. We also resolved to re-book her flights and accommodation so she should recover before flying home.

Who did we help?

Katherine is a busy mum who was enjoying a well-deserved holiday to Fiji with her family and a close friend.

What was their situation?

Just 2 days before Katherine and her family were due to fly home to Australia she started to feel unwell. She spent the day in her room, but the next morning Katherine knew she needed medical attention. The resort's medical clinic diagnosed her with gastro and heatstroke. The doctor advised her that she was unfit to fly home the following day.

What happened?

Katherine called our assistance team in a panic. She was overwhelmed with worry about her children and not being able to get home. Our team calmed her down and said that we'd take care of everything so that she could focus on getting better.

How did we help?

A nurse called Katherine and talked through her symptoms to make sure that the resort's diagnosis was accurate. Our nurse agreed with the resort's doctor, so our focus moved to making sure she recovered while we took care of cancelling and re-booking her accommodation and flights home.

What happened next?

We re-booked Katherine and her children on a flight 2 days later, which was enough time for her to recover. We liaised directly with the resort to book 2 extra nights' accommodation in the same room they were staying in. With rest, medication and hydration, she recovered well and was ready to fly home 2 days later.

What was the outcome?

Katherine returned to Australia with no out-of of-pocket expenses. We covered the new flight booking charges, extra accommodation and all her medical costs.

Your say

"I will never get travel insurance with anyone but Australia Post now - they were marvellous. I was a mess thinking about what I was going to do, but they said 'Let us take care of it.' A nurse called me to check that my symptoms were diagnosed correctly and my flights and accommodation were re-booked. Their communication was great."

-Katherine

Insurance product is issued by Great Lakes Australia ARBN 127 740 532, ABN 18 964 580 576, AFSL No. 318603. You should consider your own needs and the Product Disclosure Statement before making a decision to buy the product.

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    • Area of Travel

      Where you travel will influence your premium.

      Single Trip

      Select an area of travel based on where you will spend the most time on your journey.

      Note: If you plan to spend more than 20% of your time in the Americas or Africa, you must select the area that includes these countries.

      Annual Multi-Trip

      Select an area which will cover all the countries you plan on visiting over the year. Cover includes domestic journeys provided the destination is more than 250 km from your home in Australia.

      Note: If you plan to spend more than 20% of any single journey in the Americas or Africa, you must select the area that includes these countries.

    • Travel Start Date
      Single tripsAnnual multi-trips

      The date you depart Australia

      Cover under the Amendment or Cancellation Costs Benefit begins from the time you buy your policy.

      Cover under all other sections begins from the Travel Start Date you select.

      The date your policy will commence

      Cover under the Amendment or Cancellation Costs Benefit begins from the time you buy your policy.

      For further information, we recommend you read the definition of 'Relevant Time' in the Product Disclosure Statement.

      Travel End Date
      Single tripsAnnual multi-trips

      The day you arrive back at Australia

      Regardless of what you enter as the Travel End Date, you will be quoted for a 12 month Annual Multi-Trip.

      For further information we recommend that you read the definition of 'Relevant Time' in the Product Disclosure Statement.

    • Age of adult travellers

      Enter the current age of all travellers, except accompanied children.

      Accompanied children are your children or grandchildren who are travelling with you, provided they are not in full-time employment and they are under the age of 21 years.

      See the Product Disclosure Statement for more information.

    • Age of all accompanied children

      Accompanied Children are your children or grandchildren who are travelling with you, provided they are not in full-time employment and they are under the age of 21 years. See the Product Disclosure Statement for more information.

      Enter the number of accompanied children who are on the policy in the box below.

    • Do all travellers live in
      Australia? Help(?) - All live in Australia?

      Please note that policies can only be issued to Australia citizens and permanent residents who will be returning to Australia at the completion of the period of insurance and within 12 months of the journey commencing; and who have not yet commenced their journey.