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Frequently asked questions


RAA Travel Insurance Refund Scheme

Refunds for travel insurance policies impacted by COVID-19

Why did I receive an email?

The COVID-19 pandemic caused widespread disruption to domestic and international travel. This included border closures and Do Not Travel directives from governments that prevented travellers from embarking on trips they had planned. These disruptions could have meant that you did not require coverage under the travel insurance policy you purchased for part or all of your travel.

Members who purchased a travel insurance product distributed by RAA, but were unable to travel due to a travel ban imposed by the Australian Government or border closures by State or Territory Governments, may be eligible for a full or partial refund of their premium. This is in line with expectations issued by the Australian Securities and Investments Commission (ASIC).
RAA and Tokio Marine encourage all customers who purchased a travel policy that included coverage during a travel ban period and may not have received the benefit of the policy, to check their eligibility for a premium refund.

Who is Tokio Marine and why are they involved in this process?

RAA Travel insurance is issued by Tokio Marine & Nichido Fire Insurance Co., Ltd (Tokio Marine) ABN 80 000 438 291, AFSL 246548.
Tokio Marine underwrites RAA’s Travel Insurance and provides the global emergency assistance and claims handling services offered in our policies and as detailed in the accompanying PDS. Tokio Marine will be managing the refunds process in their system and processing any refunds to RAA members.  

Am I eligible for a refund?

To find out if you are eligible for a refund:
  1. Click the link in the email you were sent to take you to the fully secured refund calculation portal where you will be prompted to complete an identification check. 
  2. Answer a series of questions to determine if you are eligible for a refund; and
  3. If you are eligible for any kind of refund, you will be advised on the portal and requested to provide your bank details so that payment can be processed (you will need your BSB and Account Number) within 4 weeks where possible.


FAQ'S, cancellation