Travel insurance is important because it can provide a layer protection and assistance in the case that an unexpected event occurs on your trip.
Travel insurance can offer cover for a wide range of situations, such as medical emergencies, trip cancellations or interruptions, lost or stolen belongings, and even emergency medical evacuation while you're travelling.
Yes, it's an extra cost – but the cost of not having insurance can often be a lot higher.
To get a quote on our website, follow the steps below:
To get a quote on the Freely app, follow the steps below:
Please note that the specific steps may vary slightly depending on the version of the app and your device's operating system.
Yes, you can get a quote and buy a Freely policy through our website, without downloading the Freely app.
But to be able to access and adjust your policy – and to toggle Daily Boosts on – you will need to download the Freely app.
If none of the above work, please contact our customer support team.
If none of the above work, please contact our customer support team.
If it still hasn't shown up, we may need to change the email attached to your account. Every now and then we have trouble with certain email domains (e.g. hotmail) and we may need to ask you to provide an alternative email to access the app.
For help, please contact our customer support team.
Yes, there is a cooling-off period. If you cancel your policy within the 21-day cooling-off period from the original date of issue, you may be eligible for a full refund. However, if you cancel your policy outside of the cooling-off period, you may receive a partial refund.
Yes, you can buy a policy while you're already traveling. However, please note that there is no cover under any section of the policy for any event that has occurred already or that arises within the first 3 days of buying the policy while you're travelling.
You can extend the duration of your policy with the Freely app. Extension must be made prior to the policy end date or before 11:59PM ADST on the policy end date, following the steps below:
If the change was successful, you will receive an updated Certificate of Insurance via email to your nominated email address.
Please contact our customer support team.
Please contact our customer support team.
If you encounter any issues or need assistance with canceling your policy, please contact our customer support team.
Please note that the specific cancellation process and any applicable fees or refund policies may vary depending on the terms and conditions of your policy. It is recommended to review your policy documents or contact Freely directly for accurate and detailed information on canceling your policy.
The amount you will be refunded for cancelling your policy with Freely depends on the specific circumstances of your cancellation:
Trip Extras can be added to your policy before you depart on your journey. They cannot be added on the day of or after you have started your journey. Trip Extras will cover you for your entire trip duration.
Daily Boosts can be added before or during your journey.
When adding Daily Boosts during your trip, you can only add them to the remaining days of the trip. In other words, you cannot apply a Daily Boost to dates that have already passed.
You can add a Daily Boost/s before your trip or during your trip inside the Freely app, following the steps below:
If the change was made successfully, you will receive an updated Certificate of Insurance via email to your nominated email address.
Yes, we offer cover for a range of existing medical conditions.
We ask all travellers to declare existing medical conditions when getting a quote. Some conditions are automatically covered by our Explorer Plan, while others may require you to answer a few questions about your condition/s in an online health assessment. This helps us to determine whether we can cover your condition/s or not.
Please note that adding cover for an existing medical condition may carry an additional premium.See cover for existing medical conditions for more information.
Be sure to read the PDS to understand what’s covered.
Monday–Sunday 7am–7pm AEST/AEDT
From Australia: 1300 772 183
From overseas: +612 8907 5085
With the app
On desktop
Once your claim has been submitted, you will receive an email with your claim number. Please allow up to 10 business days for our claims team to assess your claim and make contact with you.
You must submit your claim within 60 days of returning home from your trip.
Once you have submitted your claim along with your supporting documents, please allow up to 10 business days for a response from the claims team. Assessment times may vary depending on the information required by the claims team and how soon you can get the supporting documents to them.
Now that your claim has been approved, please allow 2-5 business days (depending on your bank) for the funds to appear in your nominated account.
We're sorry to hear that you're not happy with the outcome of your claim. If you would like to speak with a claims member to discuss the outcome, please contact our customer support team.
Yes, Freely offers COVID-19 coverage in our Domestic and Overseas Explorer Plans such as:
Please note that the specific coverage and conditions may vary depending on the policy type and other factors.
For more detail, be sure to read the PDS.
Yes, cover may be available if you’re diagnosed with COVID-19 before you leave Australia and have to amend or cancel your trip as a result.
Non-cruise travel:
Cruise travel:
For more detail, be sure to read the PDS.
If you’re diagnosed with COVID-19 by a medical practitioner and require medical treatment overseas, our Explorer Boost will provide overseas medical benefits.
Non-cruise travel:
• Cover may be available under our overseas emergency medical expenses benefit
• While we do not have a dollar limit on our overseas emergency medical expenses benefit, cover is only available for 12 months from the onset of illness, and does not continue if you return home to Australia
• This benefit is designed to meet the requirements of visa conditions to certain destinations
Cruise travel:
• Cover may be available for onboard medical, provided our Cruise Cover Boost has been added to the base policy for an additional cost for all days the traveller is onboard
Cover conditions:
• This applies for international trips only: there is no medical coverage in Australia on our travel insurance policies
• For travel in New Zealand, you will be covered for this event regardless of any smarttraveller.com.au ‘Do not travel’ advice that exists
• For travel in countries outside of Australia and New Zealand, cover applies for this event if the country or part of the country was not subject to ‘Do not travel’ advice on the smartraveller.gov.au website at the time you entered it
• This cover is subject to evidence of your positive COVID-19 diagnosis and certification by a qualified medical practitioner
• Cover will not exceed 12 months from onset of the illness
For more detail, be sure to read the PDS.
For cancellation and amendment if you or your travel companion are diagnosed with COVID-19 on your trip:
For additional expenses if you are diagnosed with COVID-19 on your trip:
If your claim is under both sections, the higher special excess will be deducted. The special excess applies in addition to any other excess you cannot remove this special excess.
For more detail, be sure to read the PDS.
Monday–Sunday 7am–7pm (AEST/AEDT)
From Australia: 1300 772 183
From overseas: +612 8907 5085
Emergency assistance is available 24/7
From Australia: +612 8907 5988
From USA: 1833 791 0075
From UK: 0808 234 0829
From Canada: 1833 612 1380
From NZ: 0800 423 705
assist@worldtravelprotection.com
No, you can only reach our emergency assistance team via phone or email. They cannot provide you support through the chat tool.