medibank travel insurance terms and conditions

Medibank Travel Insurance

Our verdict: unlimited trip cancellation and overseas medical expenses, generous policy limits and a discount for private health members make medibank travel insurance a solid option for travellers..

In this guide

Compare travel insurance policies from Medibank

Get your medibank travel insurance discount, summary of medibank's international comprehensive policy, how does medibank travel insurance cover covid-19, what policies does medibank offer, here's a breakdown of medibank travel insurance features, standard features, optional add-ons, how to make a medibank travel insurance claim, here's the bottom line about medibank travel insurance, frequently asked questions.

Destinations

• Medibank travel insurance offers a strong rate of up to $5,000,000 for personal liability cover.
• This insurer is one of just a few brands offering cover for the pandemic. This includes trip cancellation due to a COVID-19 diagnosis and overseas medical costs.
• There is limited cover for pregnancy. You are only covered for serious complications up to your 26th week, and you'll have to complete a health assessment to ensure you're fully covered.

15% off travel insurance for Medibank Private members

Get this discount if you're a Medibank Private member and save.

Table updated March 2024

Congratulations, Medibank!

Medibank received the highly commended award for 'Travel Insurance - Value' in the 2023 Product Awards.

Medibank joins the ranks of a growing list of insurers that offer some cover for COVID-19. The key benefits covered are:

• Overseas medical costs if you are diagnosed while on your trip
• Pre-trip and on-trip cancellation costs if you or your travelling companion are diagnosed
• Cover for additional expenses incurred, including quarantine and isolation costs

Some exclusions do apply, however, including costs related to a government-directed border closure or travelling to a destination subject to a "Do not travel" warning.

If you're at all worried about unexpected pandemic expenses, we've compared all the providers that offer cover for COVID-19 .

Medibank has 3 different plans available: Domestic, International Medical Only and International Comprehensive. If you're planning more than 1 trip for the year, a Medibank Annual Multi-Trip policy is also an option. Here are some of the main insured events a policy can cover you for:

International Medical Only

International Comprehensive

Annual Multi-Trip

The insurer of this product is Zurich Australian Insurance Limited. It comes with a cooling-off period and choice of standard excess.

The cooling-off period is 21 days which means you can change your policy or cancel within this period and Medibank will refund your premium in full. The excess is the amount you need to pay when you make a claim, and you can lower the cost of your policy by selecting a higher excess.

These are some of the features that Medibank will cover you for if something does go wrong on your trip. Some of these inclusions are only available for certain levels of cover (e.g. the comprehensive policy versus medical-only).

• Accidental death
• Additional expenses including accommodation or travel expenses
• Cancellation and amendment fees
• Delayed luggage allowance
• Loss of income
• Luggage and personal effects
• Missed connections
• Overseas medical and hospital expenses
• Permanent disability
• Rental car insurance excess

For more flexibility, Medibank offers extra cover for your specific needs. You can add these options when you're applying based on what you have planned for your trip.

• Cruise cover. If you've got a multi-night cruise planned, you'll be covered for a variety of additional costs such as cancellations, on-board medical expenses and missed shore excursions.
• Extra luggage limits. If you're travelling with expensive things such as a camera, laptop or jewellery, make sure that the included value is enough by checking the Product Disclosure Statement (PDS). If not, you can always add more.
• Winter sports. This cover is for those who are skiing, snowboarding or snowmobiling on their trip. Protect yourself, so the expenses don't snowball if you get into an accident.
• Motorcycle/moped riding. This cover is for when you're a rider or plan to be a pillion passenger on a motorcycle/moped while you're travelling. This will cover your medical expenses if you get into an accident, but only if you or the driver hold a valid licence, you're wearing a helmet and the engine capacity is 250cc or less.

Like any insurer, there are a few events that aren't covered under a travel insurance policy. With Medibank, some of these include:

• Any act of war, rebellion or invasion
• A pre-existing medical condition not approved by Medibank
• Participating in hunting, running with the bulls or freestyle BMX riding
• Pregnancy complications after the 26th week
• Self-inflicted injury, suicide or attempted suicide
• Substance abuse or ingestion of any non-prescription drug
• Travel booked or undertaken against the advice of a medical adviser
• Insolvency of a travel agent , tour operator or accommodation provider

Make sure you review Medibank's PDS for a detailed breakdown of what is and isn't covered, found under its list of general exclusions .

You can submit your claim by downloading a claim form online and posting it to the Medibank Travel Insurance Team at c/o Travel Insurance Partners Claims Dept, PO Box 168, North Sydney NSW 2060 Australia.

Alternatively, you can submit a claim online by following these steps:

• Head to https://claims.travelinsurancepartners.com.au/Medibank
• Enter your full name and policy number to log in
• Complete your claim details by answering all sections
• Upload any documents to support your claim
• Submit, and you should hear back within 10 business days

Medibank has an easy-to-understand policy offering that makes it clear what you are and are not covered for. Its inclusions are generous and include some hard-to-find extras like COVID cover while cruising, many pre-existing conditions and a stack of standard adventure activities. Add on a 15% discount for private health members and you have a very competitive option.

Where Medibank falls short is with the limited cover for pregnant travellers and those with certain pre-existing conditions. If you suffer from cardiovascular disease , chronic lung conditions or reduced immunity, for example, you'll need to complete an online health assessment to determine if any special conditions, limits or excesses apply to your cover.

If you're still not sure about Medibank, you can compare other travel insurance companies here .

Is Medibank Travel Insurance legit?

Yes, Medibank Travel Insurance is insured by Zurich Australian Insurance Limited, part of the Zurich Insurance Group with insurance products and services in more than 210 countries and territories. It also offers a 21-day cooling-off period if you decide you're not happy with the policy.

Should I get a policy with Medibank for a trip to Bali?

Travel to Indonesia comes with its own unique risks and Medibank travel insurance ticks a lot of boxes when it comes to cover. White water rafting, bungee jumping and scuba diving are all covered as standard (provided you meet the minimum requirements), and natural disasters such as volcanic eruptions have been covered in the past .

What documents do I need when I make a claim?

Medibank Travel Insurance will advise what type of documents you'll need to provide at the time of your claim. Supporting documents can include:

• Police reports
• Medical reports
• Original receipts or proof of purchase and ownership

Cristal Dyer

Cristal Dyer is a travel writer at Finder. She has been writing about travel for over five years and has visited over 40 countries around the world. Cristal currently travels full-time, writing about her favourite cities and food finds, and she is always on the lookout for amazing flight deals to share.

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20 Responses

We have paid $4,000 deposit towards a tour in northern Australia in the middle of the year, and in a couple of months will have to pay the remainder of the tour costs, amounting to nearly $15,000. Will this be covered by Medibank Travel Insurance domestic cancellation clause if something unexpected prevents us travelling?

It depends on what the “unexpected” event is. It might be worth contacting the insurance underwriter, Zurich Australian Insurance Limited, to discuss your specific concerns to check if you are insured in these situations.

Does anyone provide cruise insurance for people over 80 who are well and fit.

Thanks for getting in touch. There are a few providers that may cover you. Head to this page to find them https://www.finder.com.au/travel-insurance-for-over-80

Hope that helps.

Thanks, Gary

I am 80 years old. I am seeking travel insurance to travel to France for 41 days, commencing August 7th. I only require medical cover.

You may want to check our travel insurance guide for people who are 80 years old and above. You’ll find a list of insurers who can provide the medical cover you’re seeking.

I hope this helps.

Regards, James

I’m looking for a 6-week one trip only in 2022 to the UK. I am 82 years old. Please advise on cost or for the whole year and for some domestic travel. Thank you!

Thanks for reaching out. I believe you’re trying to get a quote with Medibank Travel Insurance, is that correct?

If so, you can source quotes on your insurance policy by getting in touch with Medibank directly. You can visit their website for more details.

If you’d like to explore other options, please feel free to fill out the quote form found on top of this page.

If cost is an important factor to you, you could take a look at some deals available on Finder on our page about Medibank travel insurance promo codes . Some of these may include cover for international trips.

Prior to choosing your cover, be sure to read each policy’s Product Disclosure Statement (PDS) with care so that you’re fully aware of your policy details, including any restrictions and exclusions.

You can also read our domestic travel cover guide to learn more.

I had a stent put in the heart. Am I eligible for travel insurance?

Thank you for reaching out to Finder.

Medibank does not list heart conditions as part of its insurance coverage. You may want to check our list of travel insurance for heart conditions to compare insurers who have coverage on heart conditions, including those who have stents.

Please make sure to read through the insurance policies prior to application to guarantee that your condition is covered.

Hope this helps! 😊

Kind Regards, Mai

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Travel guides and tips

With any travel comes risk. Here you'll find some helpful tips to follow before travelling, so you're well prepared before taking off. Along with handy guides of popular destinations to help you get the most out of your getaway.

Before you travel

Be prepared before before taking off with these helpful tips to follow before travelling.

Pre-Trip Vaccinations

Are you up-to-date with your travel vaccinations? Some countries may require vaccinations to keep you safe & healthy.  Learn more

Travel Alerts

We post information on here when events occur that impact new policies or events that impact our existing policyholders who are travelling through the area.  Learn more

Travel Checklists

Stay healthy on your travels and on top with our handy travel checklists.  Learn more

Destination Guides

Handy travel guides of popular destinations to help you get the most out of your get-a-way.

New Zealand Travel Guide

New Zealand is renowned for its incredible natural beauty, so you’ll have no shortage of amazing places to visit. And whether it be a trip to a Maori village, walking up a breathtaking volcano, or visiting Hobbiton™ it’s great to know you’ll be protected by Medibank Travel Insurance.  Learn more

Bali Travel Guide

Bali is something of a magical mystery tour. Even if you’ve been there before, you’re likely to find something new on this latest trip. And while you’re enjoying your amazing adventures, the last thing you want to be worried about is travel insurance.  Learn more

USA Travel Guide 

Whether this is the first trip, or a repeat visit, most people know that they need travel insurance for a visit to the United States. It’s worth it for the outrageously high tourist’s medical costs alone. But we do have good news!  Learn more

Medibank is for better health, here and abroad

Medibank Travel Insurance gives you leading hospital, accident and medical evacuation expense cover while you're travelling. And with our Comprehensive plans, you'll have cover for a host of other surprises like lost luggage , cancelled bookings and rental car insurance excess.

Limits, sub-limits, exclusions and conditions apply. This is general advice only. Medibank Private Limited, ABN 47 080 890 259, an Authorised Representative, AR 286089, of Travel Insurance Partners Pty Limited, ABN 73 144 049 230 AFSL 360138 arranges the insurance on behalf of the insurer. The insurer is Zurich Australian Insurance Limited ABN 13 000 296 640, AFSL 232507. Please consider your own needs and the  Combined FSG/PDS  to decide if this product is right for you. For information on the Target Market and  Target Market Determinations , visit  medibank.com.au/travel-insurance/help/

Request a call back

Leave your details and a Medibank expert will be in touch to take you through your options. In providing your telephone number, you consent to Medibank contacting you about health insurance.

We'll have someone call you soon to help with any questions you have.

COVID-19 Health Assist - Expression of interest

Complete this form to express your interest in one of our programs. If you're eligible, a member of our team will call you within 2-3 business days.

What program are you interested in?

Sorry, only members with current Hospital cover are eligible to participate in these programs

Eligible Medibank members with Extras cover are able to access a range of telehealth services included on their cover - you can find out more here . Alternatively, if you would like to talk to one of our team about your cover, we're here on 132 331 .

Your membership details

Please provide your details so we can know how to contact you.

Your contact details

By clicking Submit, I understand that Medibank or its subsidiaries may contact me to discuss my eligibility for the Covid-19 Heath Assist program(s), and will disclose my personal information within the Medibank Group of companies and to third party service providers. Please see Medibank’s privacy policy for further information about how Medibank will handle my personal information, and how to contact Medibank: https://www.medibank.com.au/privacy/

Thank you for expressing your interest in one of our COVID-19 Health Assist programs.

If you are eligible, one of our health professionals will call you in 2-3 business days to discuss your situation and help to enrol you in the relevant program.

There is no cost to participate, however some referred services may incur an out of pocket cost.

Medibank Travel Insurance

Important information on terms, conditions and sub-limits.

Is Medibank on your shortlist for travel insurance providers? We’ve combed the fine print to answer your questions about Medibank's travel insurance policies so you can find the right policy for your needs.

About Medibank

Medibank is an Australian private health insurance company founded in 1974. They provide health services like pet insurance, life insurance, medical screenings, and injury management, among many other areas in the healthcare and insurance realm, such as travel insurance. Medibank is underwritten by Zurich Australian Insurance Limited.

Medibank travel insurance policies

Medibank offers single or multi-trip domestic travel insurance and international travel insurance . They also offer a medical-only policy for international single-trip travellers.

• Single Duo Family Group

Limits shown apply

Covid medical cover

Covid cancellation cover

Overseas emergency hospital expense

Overseas emergency medical assistance

Maximum excess

Cancellation fees

Pay extra for no excess

Luggage and personal effects

Additional accomodation & travel

Emergency companion

Resumption of journey

Hospital cash allowance

Accidental death

Permanent disability

Loss of income

Credit Card fraud and replacement

Travellers cheques

Travel documents

Rental vehicle excess

Alternative travel expenses

Personal liability

Pre existing conditions

Cardiovascular disease

Mental health illness

High cholesterol

High blood pressure

Blood thinning medication

Activities covered

Bungee jumping

Conservation work

Mountain biking

Mountaineering

Rock climbing

Scuba diving

Snow sports

Ocean Cruise

International Medical Only

Assessment required, may cost extra

Comprehensive

Annual multi-trip.

Any information provided on this page should be considered a summary and general advice only. All information should be verified before purchase via the relevant Product Disclosure Statement (PDS).

Does Medibank travel insurance have COVID-19 coverage?

Medibank does provide some cover for COVID-19, however, it may be subject to certain conditions. Make sure you read through the PDS to choose the right coverage for your needs. 

What other optional extras can I add to my Medibank policy?

Extra luggage and personal effects cover

If you wish to increase the cover limit for specific personal items, like a camera or jewellery, you can pay an extra premium. 

Cruise cover

If you’re travelling for 2 or more nights on a cruise ship, then you’ll need to purchase cruise travel insurance on top of your policy. If you do not get this optional extra, then any claims related to any part of your journey on a cruise ship will not be covered. 

Snow sports 

Snow travel insurance is important if you’re hitting the slopes, and without it, you may not be covered for any claims relating to snow sports. 

Motorcycle/Moped riding

If you’re planning on riding a motorcycle or moped, as a driver or passenger, then you will need to add this optional extra to your policy. 

Medibank will, however, exclude motorcycle and moped riding from the personal liability benefit, so if you’re responsible for damage to the vehicle or the injuries of another person, you may be liable for costs. 

Are pre-existing medical conditions covered under Medibank’s travel insurance?

Medibank automatically includes cover for many pre-existing medical conditions , although some have criteria that must be met in order to receive the policy benefits. You must notify them of any pre-existing conditions that you have in order to receive cover for them. If you have a pre-existing medical condition, it’s always good to read the PDS to see if you’ll be covered in case your condition causes you trouble on your travels. 

You will need to declare your pre-existing condition and complete a health assessment by visiting a Medibank store, using their website ( www.medibank.com.au/travel ), or calling them on 132 331. 

What do I do if there’s an emergency during my trip?

If there’s an emergency, contact Medibank’s 24-hour emergency assistance and claims line on: 

NZ: 0800 284 346

UK: 0800 096 8821

USA: 1 855 802 3392 

Canada: 1 855 802 3392

Other countries: +61 2 8907 5672

Fax: +61 2 9954 6250

Medibank has a team of doctors, nurses, case managers, and travel agents who can help in an emergency. Examples of emergency situations may include:

Help to find a medical facility 

Paying hospital bills

Getting you home safely 

Lost passports or travel documents 

Help change your travel plans  

How do I make a claim with Medibank travel insurance?

To make a claim, head online to Medibank’s website and follow the prompts, or download a claim form from their site. You will need to have supporting documents which are relevant to your claim, like receipts, police reports, or hospital invoices. You can either scan these for online upload, or post them to Medibank in the mail.

Medibank’s postal address is:

Medibank Travel Insurance Team 

c/o Travel Insurance Partners Claims Dept 

PO Box 168 

North Sydney NSW 2060

Medibank will aim to notify you of the success of your claim within 10 working days. 

Is it possible to cancel my Medibank travel insurance policy?

You can cancel your policy and receive a full refund within 21 days of purchasing it, provided that you have not started your journey or intend to make a claim.

How does the Mozo Community rate Medibank?

Read how the Mozo community has rated Medibank travel insurance policies and services on a number of factors ranging from value for money to customer satisfaction.

Medibank travel insurance

Overall 8.4

Value for money

Policy coverage

Customer service

Claims handling

Recent Medibank travel insurance customer reviews Recent Medibank travel insurance customer reviews

Medibank Travel Insurance review

Overall rating   8 / 10

Medibank Travel Insurance: Reliable Coverage

I recently used Medibank travel insurance for a trip overseas and I have to say, I was impressed. Here's why: Pros: Firstly, Medibank travel insurance offers comprehensive coverage at competitive prices. Their website is easy to navigate and...

Full review

I recently used Medibank travel insurance for a trip overseas and I have to say, I was impressed. Here's why: Pros: Firstly, Medibank travel insurance offers comprehensive coverage at competitive prices. Their website is easy to navigate and it was quick and easy to get a quote for my trip. The policy covered everything I needed, from medical expenses to flight cancellations. Secondly, I was impressed with their customer service. When I had to make a claim, the process was straightforward and the staff were helpful and friendly. They kept me updated throughout the process and I felt like they really cared about helping me out. Finally, I appreciated the added benefits that came with my policy, such as access to a 24/7 helpline and emergency assistance when I needed it. This gave me peace of mind and allowed me to enjoy my trip without worrying about what might happen if something went wrong. Cons: The only downside I experienced with Medibank travel insurance was that the policy wasn't as customizable as some other providers. However, for me personally, this wasn't a major issue as the coverage provided was comprehensive enough to meet my needs. Overall, I would highly recommend Medibank travel insurance to anyone looking for a reliable and comprehensive travel insurance provider. Their prices are competitive, their customer service is excellent, and the added benefits provided make for a worry-free travel experience.

Value for money   9 / 10

Policy coverage   9 / 10

Customer service   9 / 10

Claims handling   9 / 10

Trust   9 / 10

Emma, Western Australia, reviewed about 1 year ago

Overall rating   9 / 10

Fantastic, they helped me in my time of need.

A few years ago I had a nasty snowboarding accident in the USA that left me requiring extensive shoulder surgery. My biggest stress was the insurance coverage (not so much the injury). I was incredibly surprised when i contacted Medibank to begin...

A few years ago I had a nasty snowboarding accident in the USA that left me requiring extensive shoulder surgery. My biggest stress was the insurance coverage (not so much the injury). I was incredibly surprised when i contacted Medibank to begin the claims process and was met with excellent service, empathy and a hassel free process to get me fixed up and back home.

Value for money   10 / 10

Policy coverage   10 / 10

Customer service   10 / 10

Claims handling   10 / 10

Trust   10 / 10

Samuel, Victoria, reviewed over 1 year ago

Overall rating   10 / 10

It is one of the best.

Medibank is great.

Solomoni, Queensland, reviewed about 3 years ago

Overall rating   3 / 10

Shop around for a better deal and actual coverage.

We couldn’t claim on a refund of flights for a family wedding during the pandemic where other insurers that family booked through did. What’s the point of having travel insurance with this mob?

Value for money   3 / 10

Policy coverage   3 / 10

Customer service   2 / 10

Claims handling   4 / 10

Trust   1 / 10

Ashleigh, Western Australia, reviewed about 3 years ago

Trustworthy and would recommend

Was easy to book/purchase. Has discounts every now and then. Feel safe and trust the company.

Bronte, New South Wales, reviewed over 3 years ago

Compare Medibank travel insurance with other travel insurance providers

With so many travel insurance options on the market, it’s a big job to sit down and compare them all. But Mozo believe it is well worth the time and effort if it gets you a more competitive deal that not only saves you money, but ensures your peace of mind while you’re away on your next beachside retreat or worldwide adventure. So we’ve developed our easy and free to use travel insurance comparison tool , which will let you compare heaps of travel insurance policies and choose the one that's right for you.  

You can also check out our guides on subjects like snow travel insurance , backpackers travel insurance or insurance for your next cruise . And while you’re at it, check out our travel hub , for all the latest news, tips and tricks about getting the most bang for your holiday buck.

Compare Travel Insurance from major brands including:

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Our goal at Mozo is to help you make smart financial decisions and our award-winning comparison tools and services are provided free of charge. As a marketplace business, we do earn money from advertising.

We do not compare all brands in the market, or all products offered by all brands. At times certain brands or products may not be available or offered to you. If you proceed with a travel insurance policy through Mozo, Mozo may receive a referral fee.

My Medibank

My Medibank Terms of Use

My Medibank is a facility established and maintained by Medibank Private Limited ACN 080 890 259 ( MPL ), its wholly owned subsidiaries Medi Financial Services Pty Limited ACN 138 752 815, Medibank Health Solutions Telehealth Pty Ltd ACN 069 396 792, and Live Better Management Pty Ltd ACN 003 457 289  (Medibank Live Better Company) , and MPL's other related bodies corporate (together  Medibank/we/us/our ) which can be accessed at either medibank.com.au or through the My Medibank App for access and use by MPL's private health insurance members who are covered by a Medibank branded private health insurance product and whose premiums paid are up to date ( you/your ).

These Terms of Use govern your access to and use of My Medibank at medibank.com.au and through the My Medibank App.

These Terms of Use contain important information, including disclaimers and limitations of liability. Your registration to, and use of, My Medibank at medibank.com.au and/or through the My Medibank App constitutes acceptance of these Terms of Use. 

1. Eligibility for access and level of services    

To be eligible to register to access, and to access, My Medibank you must be:

• 16 years of age or older; and
• covered by a Medibank branded private health insurance product other than Overseas Student Health Cover where premiums paid are up to date.

Medibank has the sole right to determine your eligibility for access, the extent of your access and the level of services available via My Medibank. The range of services that Medibank makes available to you through My Medibank may differ depending on whether you access My Medibank via medibank.com.au or through the My Medibank App and depending on the smartphone that you use. We may ask you to verify your identity to facilitate your access to all or part of My Medibank. The method of verifying your identity may include a multi-factor authentication layer. If you do not verify your identity in the prescribed manner and when requested, you may not have access to all or part of My Medibank.

The content and features of My Medibank, including its content and services and any part of any of them may, at any time, be changed or terminated by Medibank. In addition, some content and features may only be available if you are 18 years of age or older. 

2. Your security credentials (username and password)

Your security credentials enable you and Medibank to prevent unauthorised access to your personal details. You are entirely responsible for their use and you must keep your security credentials confidential at all times. You may not permit anyone else to use your security credentials.  We may from time to time for security reasons require you to re-authenticate yourself (including by verifying your identity), or issue directions regarding your use of your security credentials.

We are entitled to assume (and we will assume) that you are the user whenever your security credentials are used to access My Medibank, including where your identity is verified to facilitate your access to all or part of My Medibank. Please notify us immediately if you become aware of any unauthorised access to or use of your security credentials.

To protect the integrity of your security credentials, we require you to log out of your secure session before you browse away from My Medibank, leave your computer unattended or leave the My Medibank App. 3. Communications via My Medibank

We use My Medibank to communicate membership information and information which may be of interest to you as a MPL private health insurance member (which includes, amongst other things, health-related information and information related to products and services offered by Medibank and third parties).

Medibank reserves the right to communicate with you by methods other than My Medibank, or in addition to My Medibank, even where you have indicated a preference to receive information via My Medibank. 

4. Appropriate use of My Medibank

You must not use or attempt to use My Medibank to:

• is your dependant under the age of 16 ( Dependant ); or
• if that person is aged 16 years or over, they have authorised you to do so on their behalf ( Authorising Member ); or
• is a Dependant and you have been authorised to do so by the policyholder; or
• is an Authorising Member; or
• send or post any unsolicited messages or any offensive, inflammatory, defamatory, fraudulent, or otherwise unlawful information, reviews or opinions.

If you use My Medibank to access information relation to (and to participate in)  Medibank Live Better  (being the health and wellbeing program of that name operated by the Medibank Live Better Company), to the extent that any functions or features of Medibank Live Better are access by you (or delivered to you) through My Medibank, you must also comply with clause 10.4 of these Terms of Use.

Medibank makes My Medibank available to you on the basis that you will act appropriately and responsibly. If you do not, you must bear full responsibility for your actions.

If you download and use the My Medibank App, you agree to:

• not copy, transmit, distribute, reproduce, licence, alter, reverse engineer, adapt or modify the whole or any part of the My Medibank App in any way whatsoever;
• not use the My Medibank App in any unlawful manner, for any unlawful purpose, or in any manner inconsistent with these Terms of Use, or by hacking into or inserting malicious code, destruction of data, including viruses, or harmful data, into the My Medibank App;
• not use the My Medibank App in any way that could damage, disable, overburden, impair or compromise the My Medibank App; and
• comply with any applicable law and regulation relating to downloading or technology used or supported by the My Medibank App.

You acknowledge that we can suspend or terminate your use of My Medibank at medibank.com.au and/or through the My Medibank App if we reasonably believe that your use of My Medibank is interfering with any services provided by us to any members, if you permit anyone else to use your security credentials or, if you access or use Medibank Live Better through My Medibank, the Medibank Live Better Company becomes entitled to terminate the terms and conditions referred to in clause 10.4 of these Terms of Use.

5. Intellectual property rights

Medibank Intellectual Property

All intellectual property rights (including copyright and trade marks) in the My Medibank App and My Medibank accessed at medibank.com.au or through the My Medibank App ( Medibank Materials ) are owned by or licensed to Medibank.

Medibank grants you a non-exclusive, non-transferable, revocable licence to:

• download the My Medibank App;
• use My Medibank accessed at medibank.com.au or through the My Medibank App for your personal use in accordance with these Terms of Use.

You are allowed to:

• view the materials that can be accessed through My Medibank or print a copy for your personal use or record; and
• use the My Medibank functionalities to perform services for yourself and for other persons on your membership in accordance with the authority rules set out in clause 4.

You may not otherwise copy or change the Medibank Materials, and must not adapt, communicate, sell, or otherwise deal with the Medibank Materials. You must not:

• tamper with any copyright notice appearing on My Medibank or in Medibank Materials accessed via My Medibank; or
• subsequently disseminate any Medibank Materials accessed via My Medibank to other people.

Certain software and other material provided or available on or through My Medibank may be stated to be subject to special or additional rules or conditions. These rules and conditions form part of these Terms of Use.

You agree that:

• you will not do anything to or which might hinder, impede, invalidate or challenge Medibank's ownership of or entitlement to use or the registration of any part of the Medibank Materials or which might diminish the value of the Medibank Materials; and
• any use of My Medibank, other than as expressly permitted by these Terms of Use or by law, is not licensed and is strictly prohibited.

Member Intellectual Property

Registration with, and use of certain services via, My Medibank enables you to provide information to Medibank, including invoices and receipts ( Member Content ).

You grant Medibank a non-exclusive, transferable, irrevocable, perpetual, royalty-free licence to use your Member Content.  

You represent and warrant that:

• you own, control or are otherwise entitled to use all of the rights to your Member Content;  
• any use of your Member Content as contemplated by these Terms of Use will not infringe the rights of any third party; and
• your Member Content is true, accurate, complete and up to date. 

6. Disclaimers

My Medibank is provided to you on an "as is" and "as available" basis and may, from time to time, contain errors, faults and inaccuracies. Subject to the consumer guarantees provided for in consumer protection legislation (including the Australian Consumer Law), we and all third parties who have provided material for inclusion on My Medibank ( Content Providers ), make no representation and provide no express or implied warranty or guarantee about the security of My Medibank accessed via the medibank.com.au website or through the My Medibank App, the safety of any file or software associated with it (such as safety from any virus or defects including those that could damage or interfere with any data, software or hardware with which it might be used) or that access to My Medibank via the medibank.com.au website or through the My Medibank App will be uninterrupted.

The content of My Medibank is general and provided for information purposes only. Subject to the consumer guarantees provided for in consumer protection legislation (including the Australian Consumer Law), we and all Content Providers do not give any express or implied warranties and make no representations in relation to My Medibank. In particular, while reasonable care is taken in its preparation, Medibank and its Content Providers do not guarantee or warrant the accuracy, quality, completeness, reliability or currency of My Medibank (including any errors in or omissions from the content of My Medibank), or of any Medibank or third party websites, materials, information, products or services (including third-party products or services) promoted or accessed via My Medibank, or their usefulness in achieving any purpose. Information on My Medibank should not be used without validating that information from appropriate sources and obtaining professional (including medical) advice where it is prudent to do so. You should make and rely on your own assessment and enquiries to verify the accuracy of the information provided.

Medibank does not provide telecommunications services and does not warrant that you will have continuous access to My Medibank via the medibank.com.au website or through the My Medibank App or that it will be supplied fault free. Medibank will not be liable in the event that My Medibank is unavailable to you due to computer downtime attributable to malfunctions, upgrades, preventative or remedial maintenance activities or interruption in telecommunications supply. Medibank reserves the right to suspend or terminate the availability of My Medibank via the medibank.com.au website and/or through the My Medibank App at any time.

You agree to access and use My Medibank via the medibank.com.au website and/or through the My Medibank App, including its content and services (including those provided by third parties), entirely at your own risk.

Medibank makes no claims that My Medibank (including the My Medibank App) are appropriate, legal or may be downloaded outside Australia. Access to My Medibank (including the My Medibank App) and other content and services may not be legal by certain persons or in certain countries. If you access My Medibank (including through the My Medibank App) from outside Australia, you do so at your own risk and are responsible for compliance with the laws of your jurisdiction. 

7. Limitation of liability

Subject to the consumer guarantees provided for in consumer protection legislation (including the Australian Consumer Law), Medibank and its officers, employees, agents and Content Providers accept no liability for any loss, damage, illness or injury (including any loss of profits or income, business interruption or loss or corruption of data or other information):

• your access to or use of My Medibank or websites or applications linked from My Medibank;
• the information on My Medibank, or on websites or applications linked from My Medibank, being incorrect, incomplete or misleading;
• any reliance on, action or indecision by you in reliance of the information contained on My Medibank;
• any delay or interruption in access to or use of My Medibank or websites or applications linked from My Medibank; and
• any interference, loss, damage or disruption to your own smartphone; and
• for any personal injury, including death, caused by access to, use or misuse of My Medibank including its content and services.

Handling of personal information generally

MPL is committed to protecting the privacy of personal information and will handle all personal information collected through My Medibank in accordance with our  Privacy Policy .

Communications

Medibank will use this email address to communicate with you in the future. We will communicate with you about services we provide and market to you about other products and services we offer.  You can alter your communications preferences within My Medibank, or by calling 132 331.

"Find and Book" function

In using the "Find and Book" function, we will collect and use personal (including sensitive) information ( Information ) about you and, to the extent you are the policyholder or authorised by the policyholder to do so, your Dependants to provide you with the ability to search for, and book appointments for you and any such Dependants with, participating Members' Choice Advantage dentists.  We may also use Information to:

• identify your location so that we can find Members' Choice Advantage dentists close to you; and
• send you emails to help manage the appointments you have booked through the "Find and Book" function including confirming the appointments you have booked, reminding you of upcoming appointments you have booked and confirming any cancelled or rescheduled appointments.

In order to perform these functions, we may disclose Information about you and, if applicable, your Dependants to 1st Group Limited ( My Health First ) who has been engaged by Medibank to facilitate the "Find and Book" function. My Health First may then disclose Information to the Members' Choice Advantage dentist with whom you wish to make an appointment.  Medibank may collect Information about you and, if applicable, your Dependants from My Health First and Members' Choice Advantage dentists.

Medibank will otherwise handle all Information collected in the course of providing the "Find and Book" function in accordance with our  Privacy Policy . This may include disclosing your personal information overseas in the circumstances described, and to the countries specified, in our Privacy Policy.  Our Privacy Policy contains further information about how you may access and/or correct the Information held about you and, if applicable, your Dependants as required by law, as well as information about making a complaint about a breach of the Privacy Act 1988 (Cth) and how Medibank will deal with such a complaint.

By accepting these Terms of Use, you consent to, and warrant that, if applicable, your Dependants have consented to, Medibank collecting, holding, using and disclosing your and their Information, however collected by us, in accordance with this clause 8 and our Privacy Policy.  If you choose not to provide your consent, then you will be unable to access and use My Medibank.

9. Claims functionalities

9.1 Claims history and claims limits

My Medibank may allow you to access certain information about certain claims submitted to MPL and/or certain extras claim limits for you, any Authorising Members and, to the extent you are the policyholder or authorised by the policyholder to do so, your Dependants.  These functionalities, and how you are able to access them, may vary from time to time at MPL's discretion including, without limitation, in relation to different treatments or services, treatment or service categories and MPL private health insurance products.  For example, dynamic extras claims limits are not displayed for certain MPL private health insurance products.

Claims information, including claim limits, displayed through My Medibank may not be accurate, complete or up to date. For example, it may take some time to update claims histories and claims limits if a paper-based claim has been submitted to MPL.  In relation to claim limits, sub-limits and waiting periods may apply and these may not be displayed through My Medibank.

The claims history is limited to hospital and extras claims that have been submitted over the last two years.  

Subject to clauses 7 and 8 of these Terms of Use, reliance on the information displayed in the claims functionalities is entirely at your own risk. You should contact MPL directly for more accurate information about claims histories and claim limits. 

9.2 Lodging claims via My Medibank

You may lodge claims for you or anyone on your membership for most extras services through My Medibank. If you hold Visitors Cover (Overseas Visitors Health Cover or Overseas Workers Health Cover), you may claim for selected medical services (as updated from time to time) through the My Medibank app. Benefits are not payable by MPL until applicable waiting periods have been served and/or if applicable limits have been reached.

If you wish to lodge a claim for services for which you cannot use My Medibank (whether at  medibank.com.au  or though the My Medibank App), you can download a claim form, complete that form and submit it to Medibank either in the mail or at a Medibank store.

Each time you lodge a claim via My Medibank (whether at  medibank.com.au  or though the My Medibank App), you are declaring and agreeing that:

1.    all information supplied in connection with the claim is true, correct and supported by valid invoices or receipts (including being itemised in full, written in English and on the provider’s official stationery or have the provider’s official stamp);

2.    benefits are not payable by the Fund in relation to any service until you have paid the provider of the service in full for the service+.

3.    you will retain all invoices and receipts related to the claim for 3 years from the date of claim;

4.    you may be asked to produce relevant invoices or receipts on submission of a claim, and/or prior to finalising the assessment of any claim and prior to the payment of any benefit;

5.    if your claims have been selected for audit:

a.    you will provide up to 3 years of invoices and receipts within 14 days of any request;

b.    benefits payable to you can be withheld until the valid invoices and receipts are received and verified by the Fund;

c.     your access to My Medibank will be suspended until a time when claims can be verified;

d.    a refund of any benefits paid may be sought if a claim cannot be substantiated by valid invoices and receipts;

e.    Medibank reserves the right to recover any overpayment of any claim which cannot be substantiated from any future claims or premium refunds;

f.      if you do not produce valid invoices and receipts, your claim can be deemed invalid, access to My Medibank be removed or your membership with Medibank can be terminated.

6.    Medibank does not guarantee a response or payment of benefits within any particular period;

7.    the successful lodgement of a claim via My Medibank does not guarantee the payment of any benefit. The payment of benefits is at all times subject to the Fund Rules and policies  as amended from time to time^;

8.    if the claim has been paid in full, any benefits payable in respect of the claim will be paid to the policy holder of your policy in their nominated bank account. 

9.    you authorise any health service provider to give Medibank any information as may be necessary to assess the claim;

10. the expenses detailed in the claim are not, and will not be subject to a compensation or damages claim*;

11. you will inform Medibank immediately if you become aware that any details of the claim are incorrect;

12. the services described in the claim were actually provided and received from a Recognised Provider #;

13. you have the facilities to access and receive electronic communications (e.g. email) regarding the claim and will regularly check to access and view such communications. A communication will not under any circumstances be treated as invalid by virtue of any delay or omission by you to access and view it after it is received at your designated electronic system or address;

14. you consent to the handling of the personal information provided with the claim in accordance with the MPL  Privacy Policy ; and

15. if you are lodging the claim for another person including any Dependant, you declare that you have their consent to lodge the claim and to make the above declarations and acknowledgements on their behalf.

+ Orthodontic benefits are claimable on the date of payment not date of service, if your extras cover was purchased from 2011 onwards.

^ Terms and conditions of membership are contained in the Fund Rules. You can view a copy of the Fund Rules online at medibank.com.au. Rules and benefit levels may change from time to time. If you anticipate treatment or a procedure for which you are expecting a benefit from the Fund, please contact us before commencing treatment to establish whether the benefit you expect will be paid.

* Benefits are not payable where the relevant member has, or may have, an entitlement to receive compensation or damages. In such circumstances, the Fund expects that the relevant member will pursue that entitlement. The Fund may make provisional benefit payments on application, subject to our Fund Rules and policies, but the relevant member must agree to repay such payments, in full, from their final settlement. If a claim for which benefits have been paid appears at a later point in time to be one in respect of which an entitlement to compensation or damages exists, the Fund reserves the right to recover the amount of benefits paid.

# A recognised provider is a health provider whose services are recognised for the payment of benefits by Medibank.

9.3 Out of pockets estimator for extras

The out-of-pockets estimator is available on My Medibank through the My Medibank App only and allows you to estimate out-of-pocket costs for certain extras claims only.

All results from the out-of-pockets estimator are indicative approximations only. The estimated amount is based on what we know about you and your membership, the state or territory you live in, the claims you have made to date, your waiting periods and your limits, any bonuses you may be entitled to and the information you provide. If anything changes, so will your estimate.

9.4 Uploading a file or image

Claims for certain services lodged via My Medibank must be accompanied with a copy of the official provider receipt on lodgement of your claim.

You agree that for claims submitted via My Medibank:

• you grant permission for Medibank to connect to your phone’s camera and/or image library for the purpose of uploading an image of the provider receipt to lodge a claim; and
• poor quality files or images submitted may lead to a rejection of a claim.

You should retain the original invoices and receipts relating to your claim (for a period of 3 years from the date of claim) as you will not be able to access the file or image via My Medibank following submission of the claim.

10. Other functionalities

10.1 Scope of the "Find and Book" function

The "Find and Book" function is available on My Medibank through the My Medibank App only and allows you to find   participating Members' Choice Advantage dentists and book appointments with these dentists ( Appointments ). 

The "Find and Book" function only allows you to book and manage Appointments for:

• yourself; and
• to the extent you are the policyholder or authorised by the policyholder to do so, your Dependants.

Once you have sought to book an Appointment for yourself, and/or if applicable, a Dependant, My Health First will send you an email confirming or declining the Appointment.  My Health First will also send you emails reminding you of upcoming Appointments.   

Each Members' Choice Advantage dentist may have their own terms and conditions that apply to Appointments and the delivery of the service such as cancellation and rescheduling policies ( Provider Terms ).  Some of the Provider Terms may be specified in the email sent to you by My Health First confirming the Appointment and you must ensure that you read any such Provider Terms.  You must comply with all Provider Terms.

You can reschedule and/or cancel Appointments through the "Manage Booking" function which can be accessed through confirmation emails sent to you by My Health First or, where that is not possible for a particular Members' Choice Advantage dentist, you will need to contact that dentist directly to reschedule or cancel the Appointment.    Cancellation and/or rescheduling of Appointments is subject to the terms of any cancellation or rescheduling policy of the Members' Choice Advantage dentist and may attract fees. My Health First will send you an email confirming any cancelled or rescheduled Appointments.

The "Find and Book" function can only be used if you are covered by a Medibank branded private health insurance product other than Overseas Student Health Cover.

10.2  Using the "Find and Book" and "Find a Provider" functions

Subject to the consumer guarantees provided for in consumer protection legislation (including the Australian Consumer Law), the inclusion of any providers in the "Find and Book" and "Find a Provider" functions or the results of any search in the "Find and Book" and "Find a Provider" functions are not to be construed as:

• an endorsement by Medibank of that provider;
• an acknowledgment or representation by Medibank as to fitness for purpose of any products or services provided by any provider; or
• a recommendation, warranty or guarantee by Medibank of, for, or in relation to the product or service of the provider.

Medibank neither takes nor assumes any responsibility for the product or service provided by the provider. You should rely on your own inquiries and seek any assurance or warranties directly from the provider of the service or product, or with the registration bodies (eg, the Australian Health Practitioner Regulation Agency) regarding any conditions or restrictions to the provider's registration.

The "Find and Book" function only includes participating   Members' Choice Advantage dentists.  The "Find a Provider" function only includes Members' Choice Advantage dentists, Members' Choice hospitals and ancillary providers, and doctors who are participating in Medibank's GapCover scheme. Members' Choice Advantage dentists, Members' Choice hospitals and ancillary providers, and doctors participating in Medibank's GapCover scheme have entered into an agreement with Medibank in relation to the fees the provider can charge, and/or the discounts it can offer, Medibank members for agreed services. The "Find and Book" and "Find a Provider" functions do not, and do not purport to, include all relevant providers of the services covered by the "Find and Book" and "Find a Provider" functions.  Members' Choice Advantage dentists, Members' Choice hospitals and ancillary providers, and doctors participating in Medibank's GapCover scheme included in the "Find and Book" and "Find a Provider" functions may change from time to time.

Even if you are a Medibank member and you go to a Members' Choice Advantage dentist or a Members' Choice hospital or ancillary provider, you are likely to have out-of-pocket expenses.  Doctors participating in Medibank's GapCover scheme have the option to use Medibank's GapCover scheme on a case by case basis.  As such, you may also have out-of-pocket expenses if you attend a doctor participating in Medibank's GapCover scheme.  You should discuss with the doctor whether they will use Medibank's GapCover scheme. You should also check with us whether the particular service is covered by Medibank's agreement with the provider and included in your private health insurance cover.  Some multidisciplinary Members' Choice practices may offer services that are not covered by the Members' Choice arrangement.  In addition, not all practices listed on provider websites will be Members' Choice. 

Medibank relies on information provided to it by providers and its service providers to provide the "Find and Book" and "Find a Provider" functions to you.  Some of the information provided by providers and its service providers to Medibank may be incorrect, incomplete or out-of-date. 

Subject to the consumer guarantees provided for in consumer protection legislation (including the Australian Consumer Law), Medibank:

• neither takes nor assumes any responsibility for the content of the "Find and Book" and "Find a Provider" functions; and
• accepts no liability for damage, loss, costs or expenses incurred by you in relation to your access to or use of the "Find and Book" and "Find a Provider" functions, the information on the "Find and Book" and "Find a Provider" functions being incorrect, incomplete or misleading, or any action or indecision by you in relation to the information contained on the "Find and Book" and "Find a Provider" functions.

By using the "Find and Book" function, you agree to be bound by and comply with My Health First's terms and conditions which can be accessed here:  https://www.myhealth1st.com.au/terms-and-conditions/

10.3 Scope of the "Manage your account" function

The "Manage your account" function allows you to access and edit:

• your personal information, including your email address, and: (a)    if you are the policyholder, the personal information of any Dependant and Authorising Member; or (b)    if you are over the age of 16 but not the policyholder, the personal information of:     (i)           a Dependant where you have been authorised to do so by the policyholder; and     (ii)          an Authorising Member;
• if you are the policyholder or have been authorised by the policyholder to do so, the residential and postal addresses and contact phone numbers for the membership; and
• your communication preferences.

You may be required to verify your identity in the prescribed manner and when requested, to access all or part of the “Manage your account” function.

10.4 Scope of the "Live Better" function

If you have registered to become a member of Medibank Live Better, from time to time the Medibank Live Better Company may make certain services, features and functions of Medibank Live Better available on My Medibank at medibank.com.au and through the My Medibank App. 

Medibank Live Better is accessible through a number of different mobile apps, web portals and websites.  Not all services, features or functions of the Medibank Live Better program may be available or accessible through My Medibank and may vary from time to time at the discretion of the Medibank Live Better Company.  You may need to use a combination of the Medibank Live Better systems in order to access and use all of the services, features and functions of the Medibank Live Better program.

Medibank Live Better is conducted in accordance with, and the redemption and usage of rewards are subject to, the Medibank Live Better terms and conditions which are available at  https://www.medibank.com.au/livebetter/rewards/terms/ . If you use the My Medibank App to access Medibank Live Better, the Medibank Live Better terms and conditions are incorporated into (and form part of) these Terms and Use.

To the extent that you use My Medibank to access any part of Medibank Live Better, you agree to comply with the Medibank Live Better terms and conditions. If there is any inconsistency between these Terms of Use and the Medibank Live Better terms and conditions, then the Medibank Live Better terms and conditions must be read in priority (but only in relation to your usage of the services, features and functions relating to Medibank Live Better).

11. Third party websites

Medibank may, from time to time, facilitate access to other web-based services delivered by third parties. Where access to these services is via Medibank's own My Medibank web pages or My Medibank App (either on each occasion that you link to those third party sites or upon the first occasion that you link to a third party site and register for using it), then any information which you have provided to Medibank for your own registration to use My Medibank may be transmitted by Medibank to the operator of that third party web site along with other data that Medibank holds or has established in relation to you that is necessary to authenticate your status as a current registered My Medibank user, including to verify your identity.

This is regardless of whether you have registered for My Medibank only in order to be able to access that third party site or whether you have previously registered for My Medibank and subsequently decide to access a third party web site.

This transmission of data is to facilitate your registration for using the third party site and authenticate you as a member of Medibank. By linking to a third party's web site through our My Medibank facility, you consent to the transmission of this information. You also acknowledge that unless otherwise expressly stated in My Medibank and in a relevant third party web site, Medibank is not responsible for any of the services, content, facilities or advice contained in such a web site.

Medibank does not endorse or verify the accuracy of the content on any third party websites. Medibank has no control over and is not responsible for the content of linked third party sites, sites framed within My Medibank, or third-party advertisements, and does not endorse or make any representations regarding their suitability, content or accuracy. Your use of third party websites is at your own risk and subject to the terms and conditions of use for such sites and the privacy policy applicable to any such site. Subject to the consumer guarantees provided for in consumer protection legislation (including the Australian Consumer Law), Medibank is not responsible for and will not be liable in respect of any incorrect link to an external website.

Medibank recommends that before you visit any website you check that your computer is running up-to-date virus checking software.

12. Linking to third party maps

Some of the functionalities such as the "Find and Book" and "Find a Provider" services available on My Medibank through the My Medibank App, and the uploading of images or files to submit a claim via My Medibank (whether through medibank.com.au or through My Medibank App) may only be available if you agree to provide Medibank with information about your location.  When you first use these functionalities, you will be asked to agree to provide Medibank with information about your location.  You can withdraw or provide your agreement after this time by altering your mobile smartphone settings. 

If you use the "Find and Book" and "Find a Provider" services available on the mobile smartphone, you will be directed to access a maps application which is provided by a third party.  You will need to agree to access the third party's maps application before you will be given access to that third party application.  By accessing the third party website you are agreeing to be bound by that third party's terms of use.  If you are using an Android smartphone, are directed to access Google Maps provided by Google Inc., and you agree to access those maps, you agree to be bound by Google's Terms of Use.

14. Indemnity

You agree to defend, indemnify and hold harmless Medibank and its officers, directors, employees and agents from and against all claims, demands, actions, suits, loss, damages, liabilities and costs (including solicitors' costs on a solicitor and own client basis) related to or arising directly or indirectly from any and all of the following:

• your conduct as contemplated by these Terms of Use including performance of your respective obligations under these Terms of Use;
• breaches by you of these Terms of Use;
• conduct and activities occurring under your security credentials;
• provision by you of inaccurate, misleading or deceptive information or defamatory, libellous, unlawful or illegal material contained within your Member Content or your information and data; and
• claims or demands, whether or not proven, made by any third party, due to or arising from any breach by you of these Terms of Use or any use of My Medibank including its content or services by you or any person using your security credentials, or on the basis that your Member Content or your information and/or data infringes or may infringe any third party's rights.

15. Cookies and tracking

When you visit Medibank websites, our servers collect routine logging information such as the pages visited, the time of your visit, the web browser that you are using, and the IP address associated with your request and will handle your information in line with our  Cookie Policy

If you would rather not have this information stored on your computer, you can configure your browser so it does not accept cookies. However, if you disable cookies you will not be able to access My Medibank.  

16. Suspension and termination

In addition to any other suspension or termination rights specified in these Terms of Use, Medibank may at any time suspend or terminate your registration to My Medibank if in its opinion:

• it is not satisfied that a claim you have submitted is in accordance with the Fund Rules;
• you breach these Terms of Use;
• you commit any dishonest or fraudulent act in relation to My Medibank or these Terms of Use;
• you behave in a manner which in the reasonable opinion of Medibank might tend to adversely affect the reputation or public image of Medibank; or
• you infringe any intellectual property right or privacy, moral or publicity right of Medibank or any third party.

Upon termination of your registration:

• your security credentials will be cancelled and you will no longer be able or entitled to access My Medibank through medibank.com.au or the My Medibank App;
• the perpetual licence you have granted to Medibank to use your Member Content shall continue;
• your licence to use the materials on My Medibank automatically terminates;
• if you are also a member of Medibank Live Better, you will cease to be a “Rewards Member” under the Medibank Live Better terms and conditions; and
• any provisions of these Terms of Use, which by their nature would be expected to survive termination, shall survive and remain in full force and effect in accordance with their terms. These shall include without limitation clauses 5, 6, 7, 8, 10.2 and 14 and any other provision in these Terms of Use where such survival is expressly stated.

17. Changes to Terms of Use

These Terms of Use are effective from 23rd of March, 2021.  Each time you log in to My Medibank through medibank.com.au or the My Medibank App, you will be taken to be agreeing to these Terms of Use. Medibank may vary these Terms of Use at any time by publishing a revised version of the Terms of Use on medibank.com.au or in the My Medibank App. Please read the Terms of Use whenever you log in to, or access, My Medibank.

18. Using the My Medibank App

18.1      General

You acknowledge and agree that by using the My Medibank App, while you can download the My Medibank App in the Apple App Store or Google Play Store Market free of charge, you may incur charges from your wireless or mobile carrier in accordance with your agreements with them, and that any such charges will be your sole responsibility.

If you download the My Medibank App through the Apple App Store and/or the Google Play Store Market, in addition to the terms set out in these Terms of Use, your use of the My Medibank App is also subject to Apple's End User License Agreement available at https://www.apple.com/legal/internet-services/itunes/dev/stdeula/ or Google Play's Terms of Service available at https://play.google.com/intl/en_au/about/play-terms.html.

These Terms of Use are an End User Licence Agreement (or EULA) for the purposes of the terms of any store where you have downloaded the My Medibank App.

18.2      Minimum Terms Required by Apple

If you have obtained the My Medibank App via Apple's App Store, this clause 18.2 applies.  You acknowledge and agree that:

• these terms and conditions are between you and Medibank, and not Apple, Inc. ( Apple );
• Medibank, and not Apple, is solely responsible for the My Medibank App;
• your use of the My Medibank App is subject to Apple's Usage Rules set out in the App Store Terms and Conditions set out at  http://www.apple.com/legal/internet-services/itunes/au/terms.html#APPS ;
• Apple has no responsibility whatsoever to furnish any maintenance and support services with respect to the My Medibank App;
• in the event of any failure of the My Medibank App to conform to any applicable warranty, you may notify Apple and Apple will refund the purchase price you paid for the My Medibank App;
• subject to the consumer guarantees provided for in consumer protection legislation (including the Australian Consumer Law), Apple will have no other warranty obligation whatsoever with respect to the My Medibank App;
• Apple is not responsible for any claims that you have arising out of your use of the My Medibank App;
• Apple will have no responsibility whatsoever for the investigation, defence, settlement or discharge of any third-party claim that the My Medibank App infringes that third party’s intellectual property rights; and
• Apple and its subsidiaries are third party beneficiaries of these Terms of Use and, upon your acceptance of these terms and conditions, Apple will have the right (and will be deemed to have accepted the right) to enforce these Terms of Use against you as a third party beneficiary.
• you are not located in a country that is subject to a US Government embargo, or that has been designated by the US Government as a “terrorist supporting” country; and
• you are not listed on any US Government list of prohibited or restricted parties.

19. Other terms and conditions

These Terms of Use are in addition to the terms and conditions:

• that apply to any specific transactions undertaken by you (such as on-line application for membership suspension); and
• contained in any third party documents and websites accessed from medibank.com.au or the My Medibank App.

20. Medibank Group Companies

To the extent that a provision of these Terms of Use is expressed to be for the benefit of one or more of MPL’s related bodies corporate or any officers, employees, agents or Content Providers of Medibank, MPL and the Medibank Live Better Company hold the benefit of that provision in their own capacity and as trustees for those persons and companies, and MPL and/or the Medibank Live Better Company are entitled to enforce that provision for the benefit of itself and those persons and companies.

21. General

These Terms of Use contain the entire terms and conditions that apply to your registration to and your use of My Medibank. Your rights and obligations under these Terms of Use may not be transferred or assigned directly or indirectly without the prior written consent of Medibank. If the whole or any part of these Terms of Use are invalid, unenforceable, illegal, void or voidable for any reason, these Terms of Use will be construed and be binding as if the invalid, unenforceable, illegal, void or voidable part had been deleted from them or read down to the extent necessary to overcome the difficulty.

A waiver by Medibank of any breach or a failure to enforce or to insist on the observance of a condition of these Terms of Use will not be a waiver of any other or of any subsequent breach.

Medibank will not be responsible or liable for failure to perform any obligation under these Terms of Use if such failure is caused by the occurrence of any matter beyond its reasonable control including, without limitation, internet and communications outages, fire, flood, war, or act of God.

These Terms of Use are governed by the laws in force in the State of Victoria, Australia. Both you and Medibank irrevocably submit to the non-exclusive jurisdiction of the courts of that State and all courts with jurisdiction to hear appeals from those courts.

Please call  13 41 90  if you have any comments or questions regarding My Medibank.

Medibank Travel Insurance

Disclaimer:

Medibank Travel Insurance is currently not available through travelinsurance.com.au. You are welcome to visit their website for more information or  compare travel insurance  options available from us.

Policy Plans Available from Medibank Travel Insurance

International comprehensive plan:  A comprehensive insurance plan for medical and dental emergencies, unforeseen cancellation or delays, and loss or theft of valuables.

International medical only:  Insurance cover for any medical or dental emergencies while you are overseas.

Domestic travel insurance:  Cover within Australia for cancellations, delays, theft, car rental excess, and amendments to travel plans.

*Cover for travellers over 70-years of age may be limited.

Activities covered by Medibank overseas

* Motorcycling, moped riding, snow skiing, snowboarding, and snowboarding are all excluded from Medibank plans, and you will need to pay an extra premium for these activities.

Pre-existing medical condition covered by Medibank

Medibank does not automatically cover all pre-existing medical conditions, and you will only be able to claim for a condition that has been pre-approved by Medibank. Some conditions are automatically covered if certain criteria are met. Read the PDS for further information regarding these pre-existing medical conditions. Conditions that are covered include:

How to Make a Claim from Medibank Travel Insurance

•  Complete an online claim form via  medibank.com.au/travel  by following the prompts for submitting a claim.
•  Alternatively, you can download a claims form, print and complete. Scan and upload.
•  Add receipts and other supporting documentation – read the checklist for required documents.
•  Submit your claim online or post to: Medibank Travel Insurance Team c/o Travel Insurance Partners Claims Dept, PO Box 168, North Sydney, NSW 2060.

General Exclusions from Medibank Travel Insurance

•  Claims for costs outside of the insured period.
•  Consequential loss of any kind, including loss of enjoyment.
•  Negligent behaviour resulting in loss of your belongings or bodily harm.
•  Claims as a result of wars, hostilities, military power, or foreign enemies.
•  Any unlawful acts on your part.
•  Loss or damage as a result of detention, confiscation, suspension, or destruction by customs or government officials.
•  Any claims as a result of circumstances you were aware of before travelling such as natural disasters, terrorism, or health concerns.
•  Pregnancy after the 26th week.
•  Any elective cosmetic surgery or dental treatment.
•  Claims arising from attempted suicide or other bodily harm.
•  Insolvency of any travel agent, tour operator, airline, accommodation provider, car rental agent, or other service provider resulting in their failure to provide a service.
•  Participation in any activities not covered by this policy,

Medibank Contact Details

Compare travel insurance with  NRMA  travel insurance.

More From Forbes

Is travel insurance refundable here’s everything you need to know.

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Sometimes, travel insurance is refundable. Here's when you can get your money back.

Peter Hoagland always checks to see if his travel insurance is refundable. That's because anything can happen between the time you book your vacation and when you leave — and because travel insurance isn't always refundable.

During the pandemic, he discovered that the hard way. He had to cancel a trip and asked for his money back from the insurance company. It refused.

"Since then, I always read the fine print on the policy," he says.

The refundability of travel insurance has always been an open question. Some countries and U.S. states regulate refundability. Travel insurance companies put refundability details in the fine print of the policy. And, as Hoagland found out, there are always exceptions.

Like the pandemic, when refund policies were all over the map. Some insurance companies adhered to their published policies. Others offered a credit that could be reused within a year, which was minimally useful because the pandemic was still happening a year later. Others quietly gave their customers a refund.

Hoagland says he fought for his money. Eventually, he contacted a manager at his travel insurance company.

"That produced a quick result," he says. "I got my money back."

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But let's face it: Getting a refund for travel insurance can be difficult. There are times when insurance is always refundable because it's required by law. There are times when it's sometimes refundable. And there are times when it's almost never refundable. But even then, there may be a way to recover some — or all — of the value of your policy.

Getting a refund for travel insurance can be a challenge

If you have a travel insurance policy and would like to get a refund, it might be easier said than done, say experts.

"While travel insurance is regulated like auto and home insurance, it’s often less standardized," says Stuart Winchester, CEO of Marble, a digital wallet for your insurance. "So first off, it’s important to check the fine print of your specific policy. Don’t assume it’s like the last one you got."

Even when you have something in writing, a refund can require some serious negotiating skills.

"Getting a refund for travel insurance can be complicated and frustrating," says Peter Hamdy, the managing director of a tour operator in Auckland, New Zealand. He's asked for a refund on policies numerous times and says that despite what travel insurance companies may tell you, there are no hard-and-fast rules when it comes to getting a refund on your policy.

"Some situations can warrant a refund," he says. "It depends on your policy."

What does a typical refundability clause look like? For example, the World Explorer Guardian from Insured Nomads notes that it's refundable only during the 10-day review period from the date of delivery or 15 days from the date of delivery if mailed, provided you have not already departed on your trip and you have not incurred any claimable losses during that time. If you depart on your trip before the expiration of the review period, the review period ends and the policy can't be refunded.

"We go a bit further with our World Explorer Travel Medical plans," notes Andrew Jernigan, CEO of Insured Nomads. "If no claims have been filed then we can refund the unused portion of the policy if you cut your trip short.”

When can you get a refund for travel insurance?

Here are the most common cases where travel insurance can be refunded:

• If you cancel during the "free look" period required by the government. Most states require what's called a "free look" period of anywhere from 10 to 14 days. "During this period, travelers can review the purchase and make sure it fits their needs," explains James Nuttall, general manager of Insubuy . "If it does not, they can cancel it for any reason and get a full refund, no questions asked, so long as you haven’t departed yet.
• If you cancel during the travel insurance company grace period. Many insurance companies also have a grace period for refunds (usually, they are the same as the "free look" although some grace periods can be longer). "If you’re outside your grace period, which typically lasts one to two weeks after signing, you’re contractually obliged to pay your premiums," says David Ciccarelli, CEO of the vacation rental site Lake . "Still, it doesn’t hurt to ask your company for a refund or alternative options if you’re outside your grace window. You might not get a yes, but it could lead to some cost savings or better solutions."
• When someone else cancels your trip. "For instance, if your cruise is canceled due to low river tide, you are not at fault and would typically receive a full refund or credit for a future sailing, thus eliminating the need for the travel insurance policy," explains Rhonda Abedsalam vice president of travel insurance for AXA Assistance US.
• If you die. Typically, the policy would be refunded to your next of kin. Generally, you can also ask for a refund if your travel companion dies before your trip.

Remember, it depends on where you buy your insurance

The refundability of your insurance can depend on where you purchased it. Commercial policies bought from a cruise or tour company are generally canceled and refunded if you cancel the trip far enough in advance of your departure date.

"The travel insurance cancellation provisions are generally tied to the cancellation provisions for the cruise or tour," explains Dan Skilken, president of TripInsurance.com . "After you have paid the last deposits on the cruise and are close enough to departure that they will not provide a refund on the cruise, they generally will also not provide a refund on the travel insurance. But if you cancel early enough to get all or most of your deposit back, you will also get your travel insurance premium refunded."

If you’ve purchased retail travel insurance from a third-party provider or comparison website, you can often get a refund if you can show receipts proving that you received a full refund of all trip deposits and have not had any cancellation penalties or taken any travel credits when you canceled your trip.

That's because retail travel insurance is sold for a specific traveler and for a specific trip. If you have proof of a complete refund and have not received travel credits, then you no longer have what's called an "insurable interest" in the trip. The insurance company must cancel and refund your premium in full, says Skilken.

Insider tip: If the insurance company refuses, just tell them you have proof that you no longer have an insurable interest in the trip. You have to have an insurable interest in a trip to own a travel insurance policy.

Your agent may be able to help you get a refund

You may also be able to lean on the agent who sold you the policy. For example, all policies on Squaremouth come with a money-back guarantee.

"The purpose of this benefit is to give travelers extra time to review their policy documentation to be sure it’s the best policy for their coverage needs," says spokeswoman Jenna Hummer. At Squaremouth, the money-back period typically lasts between 10 and 14 days, which is in line with the mandated "free look" period.

However, I have also seen agents negotiate with travel insurance companies for a more generous refund period in case of extenuating circumstances. There's no guarantee that you'll get it, but it's worth asking — and one reason to work with a third party.

Agents can also help you avoid this problem. Susan Sherren, who runs Couture Trips , a travel agency, notes that American Airlines Vacation Packages offers a predeparture protection insurance plan, which allows cancellation for any reason before the outbound departing flight time. Other restrictions apply, she adds.

"More flexibility will often cost you more," she says. "But having the flexibility is a great way to sleep well at night."

Can't get a refund? Look for other kinds of flexibility from your travel insurance company

Even if your travel insurance company says no to a refund, it doesn't necessarily mean you've lost the value of your policy.

"If a travel supplier changes or cancels your trip, you should be able to change your travel insurance policy to match the new dates of your trip or even cover a new trip, sometimes up to two years into the future," says Daniel Durazo, director of external communications at Allianz Partners USA .

Pro tip: Be sure to change the dates of your travel insurance policy before the departure date of your current itinerary. You can do that online or by calling your agent. Once the policy's effective date has passed, making any changes or initiating a refund or credit becomes much more difficult.

Don't forget to do your due diligence

Bottom line: Travel insurance is refundable under certain circumstances. But knowing when can require research.

"It's important for consumers to carefully read their policy upon receipt to understand the specific terms offered by their insurance provider," says Robert Gallagher, president of the US Travel Insurance Association.

The more you know, the likelier you are to get the refund you want when your plans change.

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