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Frequently Asked Questions

Frequently asked questions

CAR & MOBILITY Equipment Insurance

PET & ASSISTANCE DOG INSURANCE POLICY QUESTIONS:
Do you only cover Assistance Dog’s, Cat’s and Dog’s?

Yes, at the moment we only cover these 3.

But what if I have a Therapy Dog, Guide Dog or Emotional Support Dog?

We can still provide you with cover under our Pet Insurance policy.

Does third part liability cover me if my assistance dog/pet attacks a family member or friend who is vising me?

Yes, but only if your friend or family member does not live at the same property as you.

Can I use any vet?

As long as your vet is fully qualified and registered with all the relevant authorities, we will work with them to cover your eligible costs.

Are specialist veterinarian costs covered?

Yes, but you must be referred by your vet.

From what age can I insure my assistance dog/pets?

You can insure your assistance dog/pets from the following ages:

  • Accident Plan: 8 weeks of age to 12 years of age
  • Classic and Deluxe Plans: 8 weeks of age to 8 years and 11 months of age

For select breeds, dogs older than 6 years will only qualify for the Accident Plan. If your pet (dog or cat) is older than 9 years, they can only qualify for this plan.

Do you offer a discount if I insure all my assistance dog/pets?

Yes, if you insure two or more assistance dog/pets under the same policy, we will apply a further 5% discount off the total base insurance premium.

How is my premium calculated?

Your premium is calculated on the day your policy begins, at each policy anniversary, or when you change your cover.

For dogs, the premium is calculated using your dog’s age, breed and plan. Note there is a “Select Breeds” list for dogs. You will find the full list by reading our PDS here.

For cats, the premium is calculated using your cat’s age and plan. There is no “Select Breeds” list for cats.

When will my policy start and when can I make a claim?

Your policy will commence on the day that your proposal is accepted by us.

For accidents, you can claim immediately for an accident that occurs after the policy has started.

For illnesses, you can claim for the illness conditions that arise 21 days after the start of the policy. For more information on waiting period please refer to the PDS.

What are waiting periods?

Waiting periods are the period(s) stated in your pet insurance policy that must pass from the policy start/inception date before your cover will begin, or from when the policy start/inception date that any additional pet/s are included during the period of insurance.

Our waiting periods are:

  • Zero (0) days: Accident
  • 21 days: Illness
  • 21 days: Poisoning, intervertebral disc disease, ingestion of a foreign object
  • 21 days: Third party liability
  • 90 days: Hereditary conditions
  • 90 days: Cruciate ligament, patella luxation
  • 6 months: Dental
What is the cooling off period?

If you are not completely satisfied with the cover, you may cancel your policy within 14 days. If you haven’t made a claim during this time, you will receive a full refund.

Can I change my policy cover?

If you want to upgrade your insurance cover to a better policy, all you need to do is contact our customer service team and go through the necessary steps to switch over your insurance policy for a new one.

Do you cover pre-existing conditions, like diabetes?

No, the treatment of any pre-existing condition is not covered. This also applies to any condition diagnosed or discovered during any applicable waiting period.

My assistance dog/pet has allergies. Do you cover allergies?

We cover allergies, but only when they are a result of an external factor (from outside the body).

For example, if your assistance dog/pet acquired a rash from a plant that he brushed up against in the garden and now they need skin treatment – that would be covered. However, if your assistance dog/pet was born with asthma and just had an asthma attack that needs treating, that would not be covered.

What is a “Select Breed” of dog and why will they cost more to insure.

Select breeds are dogs that present an increased risk of health conditions, which is why they cost more to cover with pet insurance. This is similar to car insurance, where some drivers are considered riskier than others and therefore attract a higher premium.

Select dog breeds include, but are not limited to:

Airedale Terrier, Azawakh, Boxer, Beauceron, Bull Terrier, All Bulldogs (i.e. English, American, Australian, Miniature, etc), Dalmatian, Deerhound, Dogue de Bordeaux, Dobermann, Great Dane, Leonberger, All Mastiff Breeds, Italian Corso Dog, Lhasa Apso, Corinne Mountain Dog, Greater Swiss Mountain Dog, St Bernard,  Newfoundland, Original English Bulldogge, Rottweiler, Samoyed, Shar-Pei, Weimaraner.

What happens if I adopt a pet and I do not know his/her medical history?

We can only expect you will let us know anything that you would reasonably be expected to know. We also suggest you get your new fur baby a check up ASAP, so you have a better understanding of health problems you may encounter in the future.

How can I pay my premiums?

You can pay your premium by direct debit or credit card. You choose your payment method when you apply.

How is paying month-to-month different to paying annually?

Paying month-to-month is the ultimate in pet insurance payment flexibility, which is why Blue Badge Insurance offers customers this option. We don’t think you should be tied to a yearly contract if your budget or other circumstances don’t allow for it.

Month-to-month pet insurance works just like monthly subscription with no lock-on contracts. This means you can pay for your pet insurance each month instead of paying an annual lump sum for the 12 months. Month-to-month cover renews every month when you pay your premium. And you can cancel at any time without penalties.

You receive all the same privileges as you would if you paid annually. Just remember, the applicable waiting periods still apply if you choose to pay month-to-month.

What happens if I miss a payment?

We will notify you by email, SMS or phone that your payment has not been successful. We may try to charge your account again within 14 days, unless you advise us to charge an alternative card or account.

How can I update my credit card details for payment?

You can do this by calling us on 1300 304 802 with your new credit card details, and we will make those changes with you through our SecureCo system.

How do I update my bank account details for payment?

You can do this by calling us on 1300 304 802 or by emailing us at [email protected] and one of our customer service team will be able to assist you.

CAR INSURANCE POLICY QUESTIONS:
What information do you need to provide me with a quote?

To be able to provide you a quote we require information such as: list of regular drivers and driving history, details about all drivers you want on the policy, as well as information about your vehicle, how you use it and where you keep it.

Once you have this information, you can obtain a quote online or contact our Customer Service Team on 1300 304 802 who are available 9am-6pm Monday to Friday AEST.

How long is my quote valid for?

A quote is valid for 30 days. If you require cover after 30 days, you will need to complete a new quote.

I was unable to finish my quote as it has been referred to the Customer Service Team. What does this mean?

If you have been referred it means we need to ask you a few extra questions to ensure we provide you with an accurate quote. Our Customer Service Team are notified of all referrals and will contact you as soon as possible to complete your quote. If you prefer to call us, you can reach us between 9am-6pm Mondays to Fridays AEST.

I tried to get a quote, but your system/team said you were unable to offer me a quote. Why?

If we were unable to provide you with a quote, it is because one or more of the answers you provided did not meet our underwriting guidelines. If this has happened to you, we suggest you contact the Insurance Council of Australia on:

Phone: 1300 728 228

Website: www.insurancecouncil.com.au

The Insurance Council of Australia have a ‘Find an Insurer’ service to assist you in your search for insurance.

I am having problems using your online application process, what should I do?

If you have any issues arranging a policy online, please contact our Customer Service team on 1300 304 802 and they will happily assist you.

When will my insurance start?

That’s entirely up to you. We can start your cover immediately or on a future date of your choosing. Once your policy has begun, you will receive a policy number, Product Disclosure Statement, Financial Services Guide and Certificate of Insurance outlining your policy details.

Do I get a discount for having more than one insurance policy with you?

Yes. We apply a multi-policy discount when you hold one or more policies with Blue Badge Insurance.

How do I cover my car conversions, modifications and accessories?

To ensure you are fully protected, please tell us about all your conversions, modifications and accessories before you finalise your policy. This way, you have total peace of mind.

I can’t find my vehicle on your list when quoting online. Why?

While we can’t offer insurance cover for all cars, there are some instances when we can still insure you even if your car does not appear in our vehicle list (for example: Toyota Alphard, Nissan Elgrand etc.). You can manually list the vehicle under the model section of the online quote process and you will be referred to us or you can contact our Customer Service Team directly on 1300 304 802 between 9am-6pm Monday to Friday for assistance.

What should I do if I can’t find my address when quoting online?

If you are unable to find your address, please contact our Customer Service Team on 1300 304 802 so we can investigate this for you. Our hours of operation are 9am-6pm Mondays to Fridays AEST.

Is there a cooling off period?

Yes, there is a 21-day cooling off period. This means that you can cancel your policy within 21 days after your start date without any penalties. Your entire premium will be refunded as long as you have not made a claim during this time.

What payment options are available to me?

Payments can be made by credit card, direct debit, bank transfer or cheque.

Is it cheaper to pay annually?

Yes, paying the premium annually will give you an additional saving.

Can I pay by monthly installments?

Yes, monthly instalments are available through a direct debit with Blue Badge Insurance. There is a small additional fee of approximately 4% involved with using this payment method.

When will my monthly payment be deducted by Blue Badge Insurance?

Payments will occur on the same day of each month from when the policy period commenced. If your payment falls due on the 29th, 30th or 31st and that month does not hold that date, it will be processed on the last day of that month.

Who is Attvest Finance?

Attvest Finance are the Premium funder who some customers monthly payments are arranged through. This only applies to policies that start with BCM or MOT unless specified otherwise on your policy documentation

Payments through Attvest Finance Pty Ltd are subject to their own terms, conditions and limitations and a monthly fee will apply that includes interest, taxes and charges.

Are my credit card details secure?

Yes. Your credit card is taken via the SecureCo system. Secureco adhere to the highest standards of security. Once your credit card is taken the majority of the information is encrypted so no one can access your full credit card information.

Will my personal information be secure?

Your security and privacy are of utmost importance to us and we are committed to handling your personal information in compliance with the privacy laws. You can view Our Privacy Policy here.

What should I do if I need to change my details?

If there are any changes that need to be made to your policy (e.g. you’ve moved or bought a new car) please contact our Customer Service Team on 1300 304 802 or [email protected] as soon as possible. We will provide you with a new policy documentation detailing the changes you have told us for your records..

How can I cancel my policy?

You can cancel your policy at any time by calling our Customer Service Team on 1300 304 802. Your cancellation will be effective as soon as we receive and process your request, at which time your insurance cover will cease.

Are there any fees or charges for cancelling my policy?

Depending on when you cancel your policy, some fees and charges may apply. Our cancellation fee is $22. Government charges may also apply. These fees and charges will be deducted from any refund we give you. Our Customer Service Team will advise you of all fees and charges at the time of cancellation. All refunds will be sent to you within 15 business days.

What do I do if I have a complaint?

If you think we have let you down in any way, or our service is not what you expected, please contact us so we can help resolve the issue. Blue Badge Insurance is committed to resolving your complaint efficiently and fairly.

You can contact us in any of the following ways:

  • Call us on 1300 304 802
  • Email us on [email protected]
  • Write to us at about your complaint to the attention of: The Complaints Manager, PO Box 550, Kotara NSW 2289

We will listen to your complaints, consider the facts and respond to you within 15 business days. If we need more information or more time to respond properly to your complaint, we will contact you to agree an appropriate timeframe to respond.

MOBILITY EQUIPMENT INSURANCE POLICY QUESTIONS:
What information do you need to provide me with a quote?

To be able to provide you a quote we require information such as: your mobility scooter or wheelchair details, any information of scripting as well as where you keep it. Once you have this information, you can obtain a quote online or contact our Customer Service Team on 1300 304 802 who are available 9am-6pm Monday to Friday AEST.

How long is my quote valid for?

All quotes are valid for 30 days. If you require cover after 30 days, you will need to complete a new quote.

What should I do if my mobility scooter/wheelchair costs more than $10,000?

If the purchase price of your mobility scooter/wheelchair (including fixed accessories) is over $10,000, please call our Customer Service Team on 1300 304 802 so we can provide you with a customised quote.

I was unable to finish my quote as it has been referred to the Customer Service Team. What does this mean?

If you have been referred it means we need to ask you a few extra questions to ensure we provide you with an accurate quote. Our Customer Service Team are notified of all referrals and will contact you as soon as possible to complete your quote. If you prefer to call us, you can reach us between 9am-6pm Mondays to Fridays AEST.

I tried to get a quote, but your system/team said you were unable to offer me a quote. Why?

If we were unable to provide you with a quote, it is because one or more of the answers you provided did not meet our underwriting guidelines. If this has happened to you, we suggest you contact the Insurance Council of Australia on:

Phone: 1300 728 228

Website: www.insurancecouncil.com.au

The Insurance Council of Australia have a ‘Find an Insurer’ service to assist you in your search for insurance.

I am having problems using your online application process, what should I do?

If you have any issues arranging a policy online, please contact our Customer Service team on 1300 304 802 and they will happily assist you.

When will my insurance start?

That’s entirely up to you. We can start your cover immediately or on a future date of your choosing. Once your policy has begun, you will receive a policy number, Product Disclosure Statement, Financial Services Guide and Certificate of Insurance outlining your policy details.

Do you cover flood damage?

Yes, our Comprehensive Mobility Equipment Insurance covers flood damage under Accidental Damage.

Does your cover extend to overseas travel?

Yes, under Sections 1 and 2 of our Comprehensive Mobility Equipment Insurance we will cover your insured scooter/wheelchair for 21 days while it is overseas or in the process of being transported by sea or air.

If you are going overseas for longer than 21 days and would like your insured scooter/wheelchair to be covered for the entire time, you can extend the overseas cover by calling us on 1300 304 802.

Please note, we do not cover third party injury and property damage in the USA or Canada.

Do you cover the replacement of tyres and batteries?

We will cover the replacement costs of tyres and batteries only if they have been damaged as a result of a claimable incident. We do not cover wear and tear, deterioration or general maintenance or performance issues.

Do I get a discount for having more than one insurance policy with you?

Yes. We apply a multi-policy discount when you hold one or more policies with Blue Badge Insurance.

How do I cover my mobility scooter/wheelchair modifications or accessories?

To ensure you are fully protected, please tell us about all your conversions, modifications and accessories before you finalise your policy. This way, you have total peace of mind.

I can’t find my scooter/wheelchair on your list when quoting online. Why?

If your scooter or wheelchair does not appear on this list, we may still be able to offer you cover. Please contact our Customer Service Team on 1300 304 802 between 9am-6pm Monday to Friday for assistance.

What should I do if I can’t find my address when quoting online?

If you are unable to find your address, please contact our Customer Service Team on 1300 304 802 so we can investigate this for you. Our hours of operation are 9am-6pm Mondays to Fridays AEST.

Is there a cooling off period?

Yes, there is a 21-day cooling off period. Should you wish to cancel your policy in that time, provided you have not made a claim in that period, the entire premium will be refunded.

What payment options are available to me?

Payments can be made by credit card, direct debit, bank transfer or cheque.

Is it cheaper to pay annually?

Yes, paying the premium annually will give you an additional saving.

Can I pay by monthly instalments?

Yes, monthly instalments are available through a direct debit with Blue Badge Insurance. There is a small additional fee of approximately 9% involved with using this payment method.

When will my monthly payment be deducted by Blue Badge Insurance?

Payments will occur on the same day of each month from when the policy period commenced. If your payment falls due on the 29th, 30th or 31st and that month does not hold that date, it will be processed on the last day of that month.

Who is Premium Funding?

Premium Funding has recently undergone a name change to Arteva Funding. Arteva Funding is the Premium funder whose monthly payments are arranged through. This only applies to policies that start with BMEC or contain COMPREHENSIVE in the policy number.

Payments through Arteva funding Pty Ltd are subject to their own terms, conditions and limitations and a monthly fee will apply that includes interest, taxes and charges.

Are my credit card details secure?

Yes. Your credit card is taken via the SecureCo system. Secureco adhere to the highest standards of security. Once your credit card is taken the majority of the information is encrypted so no one can access your full credit card information.

Will my personal information be secure?

Your security and privacy are of utmost importance to us and we are committed to handling your personal information in compliance with the privacy laws. You can view Our Privacy Policy here.

What should I do if I need to change my details?

If there are any changes that need to be made to your policy (e.g. you’ve moved or bought a new scooter or wheelchair) please contact us on 1300 304 802 or [email protected] as soon as possible. We will provide you with a new policy documentation detailing the changes you have told us for your records.

How can I cancel my policy?

You can cancel your policy at any time by calling us on 1300 304 802. Your cancellation will be effective as soon as we receive and process your request, at which time your insurance cover will cease.

Are there any fees or charges for cancelling my policy?

Depending on when you cancel your policy, some fees and charges may apply. Our cancellation fee is $22. Government charges may also apply. These fees and charges will be deducted from any refund we give you. Our Customer Service Team will advise you of all fees and charges at the time of cancellation. All refunds will be sent to you within 15 business days.

What do I do if I have a complaint?

If you think we have let you down in any way, or our products and service are not what you expected, please contact us so we can help resolve the issue. Blue Badge Insurance is committed to resolving your complaint efficiently and fairly.

You can contact us in any of the following ways:

Call us on 1300 304 802

Email us on [email protected]

Write to us at PO Box 550, Kotara NSW 2289

We will listen to your complaints, consider the facts and respond to you within 15 business days. If We need more information or more time to respond properly to your complaint, we will contact you to agree an appropriate timeframe to respond.

I have been referred for my online quote, what does this mean?

If you have been referred it means, there is some further information we require from you. A member of the Customer Service Team will be in contact with you as soon as possible. Our hours of operation are 9am-6pm Mondays to Fridays AEST.

CLAIMS QUESTIONS:
What should I do if I have an accident?

If you have had an accident or someone has indicated they hold you responsible for an accident or damages, we will help you resolve it. Do not negotiate, promise payment, admit fault or authorise any repairs without speaking to us first. Please contact us about your claim as soon as possible on 1300 304 802.

What should I do if my car or mobility equipment is stolen?

If your car or mobility equipment has been stolen, you must report the theft to the police as soon as possible. After that, please contact our Claims Team on 1300 304 802 with the full details of the incident and provide the name of the police officer, date reported, station reported to and any report reference number.

What information do I need to make a claim?

Depending on the circumstance of your claim, you will be asked to provide the following:

  • Details of the Vehicles or persons involved;
  • Names, Driver’s Licence and contact details of the other drivers involved;
  • Contact details of any witnesses to the incident;
  • Accident details including date, time, location and occurrence and photos;
  • Details of the road, traffic and weather conditions prior to the Incident.
What should I do if someone makes a claim against me?

If someone has made a claim against you, advise them that you are insured and that your insurer will look after the claim on your behalf.

Do not admit fault for the damage/accident and do not offer or promise to pay for any costs.

Please contact our Claims Team as soon as possible on 1300 304 802 so we can assist you.

In all cases, you should record as much of the other party’s details as possible (names, residential addresses, phone numbers, photos and vehicle details if applicable).

How long does it take to get a claim approved?

Once we receive all the required information from you and the repairer, we will assess your claim as quickly as possible.

Can I choose my own repairer?

Yes, you may nominate a repairer of your choice subject to:

  • the repairer being appropriately licensed;
  • the provision of a quote for repairs; and
  • you allow us to assess your vehicle or mobility equipment prior to authorising repairs.

We may require a second quote from another repairer that we specify if we determine the first quote was not reasonable. More information on this can be found in your Product Disclosure Statement.

Do I have to pay an excess?

Yes, you will be required to pay your excess unless there is another party at fault and we have sufficient information to waive your excess. . The excesses that apply are stated in your Product Disclosure Statement and in Your Certificate of Insurance. You will be advised of any applicable excess and when/how to pay it when you submit your claim.

Mobility is freedom. Protect yours with Blue Badge Insurance.  Call us 1300 304 802

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