Travel Insurance Policy Wording

Underwritten by The Hollard Insurance Company Limited (Reg. No. 1952/003004/06),

a Licensed Non-Life Insurer and an authorised Financial Services Provider.
HOLLARD TRAVEL INSURANCE
Travel Insurance Policy Wording 1
Important Information 3
Who qualifies for the cover? 7
Key words to understand 9
The rules of cover 19
General Exclusions 23
Policy benefits 29
1. Overseas medical expenses 30
2. Personal Accident 31
Claims 32
Schedule of Benefits 34

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HOLLARD TRAVEL INSURANCE

Important
Information
Understanding all the legal stuff
and when to contact us.
1. Cancel the policy 4
2. Complaints 4
3. Financial loss 4
4. Information you or the insured company give us 4
5. Interest 5
6. Insurable interest 5
7. Legal 5
8. Not a medical aid 5
9. More than one policy underwritten by us 5
10. Policy documents 5
13. Third party claims 6

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IMPORTANT INFORMATION

1. Cancel the policy

1.1. The insured company may cancel the policy with us in writing:
1.1.1. We hope you are happy with the cover this policy provides. However, if after reading it, this
insurance does not meet with your requirements, you must notify the insured company in
writing if you wish to cancel your policy. You must give the insured company proof that you
did not obtain a visa using our policy, for example: a copy of other insurance, a letter from the
Embassy or your cancelled reservation.
1.2. We may cancel the policy:
1.2.2. We may cancel the policy when we give the insured company 30 days written notice.
1.3. Premium refund:
1.3.3. Premiums will be refunded in full when:
1.3.3.1. we receive the request for cancellation before the policy schedule issue date, or
1.3.3.2. when we cancel the policy before your date of departure listed on your policy
schedule
1.3.4. We will deduct a 25% fee for administrative costs when you cancel before the date of
departure on your policy schedule
1.3.5. We will not refund any premium if:
1.3.5.1. you cancel after the date of departure on your policy schedule
1.3.5.2. you obtained a visa using our policy
1.3.5.3. you have a claim against this policy

2. Complaints
Alternative disputes mechanisms are detailed in the master policy document issued to the insured company.
If we do not accept your claim or if you do not agree with the amount of the claim, the insured company
may ask us to review our decision. The insured company must send us a written request to review our
decision within 90 days of the date that you receive our claims letter or follow the steps to dispute a claim as
listed in the master policy.

3. Financial loss
Except for the Personal Accident section, we will not pay you more than the actual financial loss you
suffered.

4. Information you or the insured company give us

The information you give us will be stored on databases and shared with other parties in the insurance
industry in order to gather industry statistics and combat fraudulent claims. We can access the information
even after your policy with us ends.
4.1. You acknowledge that the sharing of information for underwriting and claims purposes is in the public
interest, as it will enable insurers to underwrite policies and assess risks fairly and reduce the incidence
of fraudulent claims with a view to limiting premiums.
4.2. You hereby waive any right to privacy with regard to any underwriting and claims information (on your
behalf and on behalf of anyone you represent herein), in respect of any insurance policy or claims made
or lodged by you, or on your behalf.

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IMPORTANT INFORMATION
4.3. You consent to such information being stored in the shared database and we may use the information
as set out above.
4.3.1. You also consent that we may disclose such information to any insurer or its agent.
4.3.2. You further consent that we may verify any underwriting information against legally recognised
sources or databases.
4.3.3. You agree that this consent clause will survive the termination for whatever reason of the policy,
including its cancellation or lapsing.

5. Interest
We do not pay interest unless ordered to do so by a court of law in your home country.

6. Insurable interest
Only you have rights under this policy. You can only claim for expenses paid by you.

7. Legal
7.1. The policy is a legal contract between the insured company and us. This policy document provides you
with the terms, conditions and exclusions of the insurance cover.
7.2. This policy is subject to South African law.

8. Not a medical aid

The intention of cover is to stabilise and repatriate you. This policy is not a medical aid, and does not
provide cover for treatment in your home country after repatriation. For example, if you fall and break your
leg while skiing in the USA and it needs further operations and physio therapy you must return to your home
country immediately for further treatment. This policy does not cover any of the costs incurred in your
home country.

9. More than one policy underwritten by us

If you have more than one policy with us, we shall never pay more than the limit of whichever policy has the
highest limit of cover. Example, if one section in terms of this policy covers overseas medical expenses up
to 250,000 and the second policy with us covers overseas medical expenses up to 250,000 the maximum we
will pay is 250,000.

10. Policy documents

12.1. The policy wording explains the benefits, conditions, exclusions and claims requirements.
12.2. The policy schedule (which forms part of the policy contract) shows your personal details, the excess
amount, the benefits you chose, and the sum insured. Each product contains different levels of cover.
You must check your schedule to see if a benefit applies to you.
12.3. You must read the policy wording, the schedule and any endorsement as one document. All the
headings that you see are merely to help you find information quickly. You must not take them to
affect the interpretation of the policy. You must read all the sections in your policy document and
ensure that you understand your cover and responsibilities. You must contact us if you have any
questions.

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IMPORTANT INFORMATION
12.4. Should there be any conflict between the contents of the policy wording and the contents of the
schedule, we will give the schedule precedence.

13. Third party claims

We may finalise the claim by paying you up to the limit, or an amount for which the third party claim may be
settled. This will release us from any further liability for the claim.

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HOLLARD TRAVEL INSURANCE

Who qualifies for

the cover?
Five things you must know about
our travel insurance policies.
1. Age limits 8
2. Return to home country 8
3. Where we will cover you 8
4. When cover starts 8
5. When cover ends 8
WHO QUALIFIES FOR THE COVER

1. Age limits
We do not pay claims for the benefit of anyone outside the age limit, even if the claim is a valid one.
1.1. You must be younger than the age of 55 years on the date of loss.
1.2. We will void the policy and refund the premium if you exceed the age limit.

2. Return to home country

Before you leave your home country, you must have booked a reservation with a confirmed departure date
from your home country and a confirmed departure date back to your home country. If a return ticket was
not booked, you must provide us with a copy of your visa to confirm the dates of your programme. The cost
to repatriate you will be for your own account if you did not travel on a return ticket.

3. Where we will cover you

3.1. We do not cover claims for travel within the borders of your home country.
3.2. We do not cover you when you travel to the high risk countries listed below:
3.2.1. Afghanistan, Burkina Faso, Central African Republic, Egypt (the area of North Sinai), Eritrea,
Guinea, Guinea – Bissau, Haiti, Iraq, Iran (within 100km of the entire Iran/Afghanistan border,
Iran within 10km of the entire Iran/Iraq border and the province of Sistan-Baluchistan, the area
east of the line running from Bam to Jask, including Bam), Liberia, Libya, Mali, Niger, North
Korea, Sierra Leone, Somalia, Syria and within 10km’s of the border to Syria in any other
country, South Sudan, Venezuela, Yemen.
3.2.2. Any country where the government has announced a state of emergency with the exception of
emergencies relating to medical pandemics or emergencies.
3.2.3. Any country where the United Nations Armed Forces are present and active.

4. When cover starts

4.1. Your cover (and this policy) starts when you pass through passport control from your home country.

5. When cover ends

5.1. Your cover (and this policy) ends on the earliest of the following dates::
5.1.1. 00:01 on the date you reach the maximum age limit
5.1.2. 00:01 on the termination / return date on your policy certificate
5.1.3. On the date we arrange an available flight/transport for repatriation back to your home
country, if you refuse to be repatriated.
5.2. We will extend your policy automatically if you have an overseas medical claim approved by us whilst
on your trip before your policy end date.
HOLLARD TRAVEL INSURANCE

Key words to
understand
We show words that have special
meanings in bold. We define the
words in the next pages to assist
you in understanding your policy.
HOLLARD TRAVEL INSURANCE

1. Chronic medical condition

1.1. Permanent or long-term medical conditions, for example: Alzheimer’s, stroke or a terminal disease
1.2. When you visit a medical practitioner periodically for treatment, or you are prescribed medication
over an extended period of time, for example: diabetes, epilepsy, or asthma.

2. Civil unrest
Fighting between different groups of people living in the same country or nearby the borders of that
country.

3. Close relative
Limited to the below relatives who reside in your home country. Your:
3.1. Legal spouse
3.2. parent, parent-in-law, step-parent or legal guardian
3.3. biological child, legally fostered child, legally adopted child, stepchild, grandchild or daughter/son-in-
law
3.4. biological or step sister/brother
3.5. grandparents

4. Connecting flight / connecting cruise

A flight/cruise that requires the passengers to change from one plane or cruise to another at an
intermediate point (called connecting point) on way to their destination with a connecting time of less than
12 hours.

5. Dental
Emergency pain-stilling treatment to teeth. This cover does not include capped teeth or dentures or existing
conditions related to your teeth such as cracks.

6. Eligible expenses
Expenses approved by us for the below:
6.1. Doctor’s fees, surgery, x-rays, inpatient treatment, prescription medication, the once-off cost of your
taxi to the nearest suitable hospital or the cost of an ambulance to the nearest suitable hospital when
you are admitted as an inpatient.
6.2. One test per trip for a virus contracted whilst on your trip when your test result is positive.

7. Emergency assistance provider

Refers to a company authorised by Hollard to provide you with assistance whilst you are on your trip.

8. Evacuation
8.1. Medical evacuation: we arrange either an ambulance or a commercial flight from the place where
you are injured or sick (during a trip) to the nearest appropriate hospital.

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HOLLARD TRAVEL INSURANCE
9. Excess (Deductible)
The amount you have to pay first before you can claim under any section of this policy, per person, per
benefit.

10. Home / Home Country

Means your country of permanent residence.

11. Infectious or contagious disease

Means any disease transmitted from an infected person, animal or species to another person, animal or
species by any means when the World Health Organisation (WHO) declares the outbreak a Public Health
Emergency of International Concern (PHEIC).

12. Illness
An illness or disease that a medical practitioner diagnosed whilst on your trip and that meets all of the
following criteria:
12.1. There is a present severe or acute symptom requiring immediate care. The failure to obtain such care
could reasonably result in serious deterioration of your condition or place your life in jeopardy

13. Injury
A sudden injury because of violent, external and accidental means that happened at an identifiable place
and time whilst on your trip.

14. Inpatient
Hospital admission by a doctor (including day care) where you receive treatment, accommodation and food
and spend at least 24 consecutive hours.

15. Insured event / benefit

An insured event is a single incident, or series of incidents directly related to the same cause, that is listed in
this policy and results in a claim. We do not cover claims for any event we do not list in this policy.

16. Insured company

Alliance Abroad South Africa (PTY) LTD.

17. Life threatening medical condition

Medical emergency where there is a possibility that you may die if not treated immediately, for example:
• a serious allergic reaction that appears quickly and may cause death
• broken bone/s
• high risk burn wounds, for example burns to your face, hands or feet
• diving accidents or drowning
• heat stroke with a temperature higher than 39 degrees Celsius
• diabetic coma or insulin shock

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HOLLARD TRAVEL INSURANCE
• low body temperature (below 35 degrees Celsius)
• joint dislocation
• poisoning
• choking
• convulsions, seizures or loss of consciousness
• heavy, uncontrollable bleeding that you cannot stop
• Deep knife wounds or gunshot wounds
• (Signs of) a heart attack (i.e. chest pain lasting longer than two minutes)
• (Signs of) a stroke (loss of vision, sudden numbness, weakness, slurred speech)

18. Limit
The maximum amount that we will pay per insured person, per benefit for a loss. The limits for all benefits
are set out in the schedule.

19. Loss of limb

Loss by physical severance, or the total and irrecoverable permanent loss of use or function of, an arm at or
above the wrist joint, or a leg at or above the ankle joint.

20. Loss of sight

Total and irrecoverable loss of sight in one or both eye(s).

21. Manual work

Unskilled, semi-skilled or skilled physical labour other than in a purely managerial/supervisory, sales or
administrative capacity.

22. Medical declaration

Medical information that you must declare to us on our document if you want to be covered for any claims
related to your pre-existing medical condition/s. You will not be covered for any claim relating to your pre-
existing medical condition until we have confirmed in writing that we agree to provide cover.

23. Medical practitioner

A legally licensed member of the medical profession, recognised by the law of the country where you are
treated and who, in rendering such treatment is practising within the scope of his/her licence and training.
This person cannot be a close relative of either yourself or your travel companion.

24. Military coup

A coup organized and carried out by members of armed forces.

25. Outpatient
Emergency department services, urgent care or outpatient services when a doctor has not written an order
to admit you to a hospital as an inpatient.

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HOLLARD TRAVEL INSURANCE
26. Period of insurance
The period shown on your schedule, subject to the policy start date and policy end date.

27. Political unrest

Widespread protests against a government

28. Pre-existing medical condition

28.1. You received a diagnosis of a terminal illness or disease
28.2. Medical conditions relating to your heart, hypertension, blood clots, raised cholesterol, stroke and
aneurysm that existed any time prior to the date you purchased your policy.
28.3. Serious and/or chronic medical conditions that existed 6 months or less before the date you
purchased your policy, for which:
28.3.1. you have been prescribed medication when you still have symptoms after you used the
medication
28.3.2. you consulted a medical doctor or specialist but you still have symptoms after the consultation
28.3.3. you received surgery
28.3.4. you have symptoms for which you are awaiting results of tests or investigations where the
underlying cause has not been identified or you need a follow-up visit with a medical doctor.
28.3.5. you are on the waiting list for medical treatment

29. Pre-existing medical conditions – approved

This policy automatically covers eligible expenses for inpatient treatment authorised by us when you are
admitted for more than 48 hours for the below pre-existing medical conditions:
29.1. Allergies: You follow your medical practitioner’s advice (carry EpiPen/s, antihistamines/other
preventative medication at all times) and you have no other known or underlying respiratory
conditions or diseases, for example, Asthma.
29.2. Asthma: you are younger than 55 years, have no other known or underlying respiratory conditions
(including Sleep Apnoea), have not required cortisone medication, except taken by inhaler or puffer
and have not required hospitalisation for Asthma in the last two years, including as an outpatient.
29.3. Bells’ palsy
29.4. Benign Positional Vertigo: you have not required hospitalisation or outpatient treatment for this
condition in the last two years.
29.5. Carpal Tunnel Syndrome: you have not had surgery for this condition in the last three months and
have no surgery planned.
29.6. Coeliac Disease: you have not required hospitalisation or outpatient treatment for this condition in
the last two years.
29.7. Congenital blindness or congenital deafness
29.8. Diabetes Mellitus (Types I and II): you are younger than 55 years, have been diagnosed more than
twelve months ago, haven’t had any complications in the last six months, have no eye, kidney, nerve,
vascular or cardiovascular/coronary heart disease and have a blood sugar level reading between 4 and
12 or a HbA1C score of 9% or less.
29.9. Epilepsy: no underlying medical conditions (for example, previous head trauma, stroke), not changed
your medication regime for Epilepsy in the last 12 months and not required hospitalisation or
outpatient treatment for epilepsy in the last two years.

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HOLLARD TRAVEL INSURANCE
29.10. Folate deficiency
29.11. Gastric Reflux: does not relate to another underlying diagnosis (examples: hernia or gastric ulcer).
29.12. Hiatus Hernia: you have not had surgery for Hiatus Hernia in the last twelve months and have no
surgery planned.
29.13. Hypercholesterolemia/Hyperlipidaemia (High Cholesterol / High Lipids): provided you have no
cardiovascular/coronary heart disease and/or diabetes
29.14. Hypertension (high blood pressure): Provided you have no cardiovascular/coronary heart disease
and/or diabetes and your current blood pressure reading is lower than 165/95.
29.15. Hyperthyroidism (overactive thyroid) / Hypothyroidism (underactive thyroid): you do not have a
tumour as the underlying cause.
29.16. Impaired Glucose Tolerance: you are younger than 55 years, have been diagnosed more than twelve
months ago, haven’t had any complications in the last six months, have no eye, kidney, nerve,
vascular or cardiovascular/coronary heart disease and have a blood sugar level reading between 4 and
12 or a HbA1C score of 9% or less.
29.17. Incontinence: You have no underlying gastrointestinal or urinary condition.
29.18. Insulin Resistance: no known cardiovascular/coronary heart disease and not required hospitalisation
or outpatient treatment for Insulin Resistance in the last two years.
29.19. Iron Deficiency
29.20. Migraine: You have not required hospitalisation or outpatient treatment for migraines in the two
years prior to buying your policy.
29.21. Osteoporosis/ Osteopenia: haven’t had any fractures, don’t require more than one medication for
this condition and have no other conditions involving the neck or back
29.22. Pernicious Anaemia
29.23. Raynaud’s Disease: you have not required treatment by a medical practitioner for Raynaud’s Disease
in the last six months.
29.24. Sleep Apnoea: have no other known or underlying respiratory conditions (including Asthma) and have
not required hospitalisation or outpatient treatment for Sleep Apnoea in the last two years.

30. Quarantine
A medical practitioner gives a letter to restrict your movement after you test positive, or when you were in
close contact with a person infected with an infectious or contagious disease, virus or communicable
disease.

31. Repatriation
Your return to your home country.

32. Serious medical condition

A medical condition that falls into one of the following categories:
32.1. Inpatient care
32.2. You are unable to perform regular daily activities, such as going to school or work for more than three
consecutive days, when you require treatment from a medical practitioner.
32.3. Chronic medical conditions
32.4. Permanent or long term conditions
32.5. Conditions requiring multiple treatments

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HOLLARD TRAVEL INSURANCE
33. Snow sports – approved
Participating in snow sports on a leisure basis (excluding professional participation, working as an instructor
or having to ski to/from your place of work/residence):
33.1. Snow skiing and snowboarding on-piste within the resort boundaries on groomed runs patrolled or
monitored by resort authorities.
33.2. Using a snowmobile/skidoo when provided by the recognised piste authority on a guided tour with a
licensed tour operator.
33.3. Husky sledge driving (exclude endurance and racing)
33.4. Ice skating (indoor and outdoor rinks / exclude racing)
33.5. Tobogganing (exclude racing and competition)

34. Sporting activities – approved

When you participate on a non-professional basis in the listed sports below:
34.1. Abseiling
34.2. Acrobatics
34.3. Aerobics
34.4. American football
34.5. Athletics
34.6. Archery
34.7. Badminton
34.8. Banana boat rides
34.9. Baseball
34.10. Basketball
34.11. BMX cycling (exclude racing and competition)
34.12. Blackwater rafting
34.13. Boating, sailing
34.14. Bowling (lawn & ten pin)
34.15. Boxing (training, no contact)
34.16. Bungee jumping less than 30 meters when you use a body harness as a back-up
34.17. Camel riding for a day or if you are on a camel trek
34.18. Canoeing (inland or 10km coastal waters limit)
34.19. Canyon swing less than 30 meters when you use a body harness as a back-up
34.20. Clay pigeon shooting
34.21. Cricket
34.22. Curling
34.23. Cycling (exclude racing and competition)
34.24. Dancing (ballroom, salsa, Capoeira, ballet, contemporary, jazz, hip hop)
34.25. Dirt boarding
34.26. Dragon boating
34.27. Dune buggy
34.28. Elephant riding for an hour, a day or overnight
34.29. Fencing

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HOLLARD TRAVEL INSURANCE
34.30. Fishing (deep sea, angling, fly fishing, on a river, boat, or standing in a lake: exclude ice fishing or
commercial fishing)
34.31. Fly by wire
34.32. Football
34.33. Go karting (recreational)
34.34. Golf
34.35. Gym - including weights, Pilates, aqua aerobics, yoga
34.36. Gymnastics
34.37. Handball
34.38. Hiking (under 6,000 meters altitude / organised tours / clearly marked routes. Exclude solo treks,
mountaineering, search and helicopter rescue)
34.39. High diving (less than 10 meters)
34.40. Hockey (field or indoor / exclude ice hockey)
34.41. Horse riding (leisure, on a tour with a licenced tour operator, non-competitive / exclude polo, hunting
and jumping)
34.42. Hot air ballooning (exclude racing and competition)
34.43. Jet boating
34.44. Jet skiing (exclude competitions)
34.45. Jogging
34.46. Kayaking - white water, sea, river, lake
34.47. Kite boarding
34.48. Kite surfing (exclude racing, competition and surfing during a storm)
34.49. Land surfing
34.50. Marathons
34.51. Martial arts training (exclude contact and competitions)
34.52. Moped, scooter (Valid driver’s licence for operating this class of vehicle required; must be wearing a
helmet)
34.53. Motor experience as a passenger only (excluding racing)
34.54. Motorcycle riding / touring: independent or an organised tour (Valid driver’s licence for operating this
class of vehicle required / must be wearing a helmet / exclude off-road, racing and competition)
34.55. Mountain biking (exclude racing and competition)
34.56. Mountaineering or hiking: not using ropes, at an altitude less than 4,000 meters as part of an
organised group on a marked route.
34.57. Netball
34.58. Paint ball
34.59. Quad biking (not exceeding 250 cc / exclude racing and competition)
34.60. Racquetball
34.61. Roller skating
34.62. Roller blading/inline skating
34.63. Rowing/sculling, surf boat rowing (inland or 10km coastal waters limit)
34.64. Rugby school level participation only
34.65. Running or jogging, including half-marathon or less, marathon and ultra-marathon distances
34.66. Safari tours (exclude hunting/guns)
34.67. Sail boarding/wind surfing

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HOLLARD TRAVEL INSURANCE
34.68. Sailing
34.69. Sandboarding/sandskiing
34.70. Scuba diving (when an open water diving licence is held and diving with a buddy diver, or diving with a
licensed instructor / maximum depth 30m)
34.71. Shark cage diving
34.72. Segway tours
34.73. Skateboarding (exclude competitions)
34.74. Snorkelling
34.75. Soccer
34.76. Softball
34.77. Speed boating (as a passenger on a licensed carrier)
34.78. Squash
34.79. Stand-up paddle surfing/paddle boarding
34.80. Surfing (exclude competition)
34.81. Swimming
34.82. Tennis
34.83. Tuk Tuk as a passenger (excludes Tuk Tuk racing)
34.84. Volleyball
34.85. Wakeboarding (exclude competition)
34.86. Wall climbing (artificial / Proper harness wear and usage / exclude racing and competition)
34.87. Water polo
34.88. Water skiing (exclude competition)
34.89. White water rafting (grades 1 to 4)
34.90. Windsurfing (exclude competition)
34.91. Yachting (inside territorial waters / exclude racing and competition and being a member of the crew)
34.92. Yoga
34.93. Zip line
34.94. Zorbing (exclude racing and competition)

35. Terrorism or Terrorist attack

35.1. An act of force or violence against the civilian population committed for political, religious, ideological
or ethnic purposes.
35.2. The country where the act took place must certify the act or acts as an act of terrorism.

36. Trip
When travelling in a direct and uninterrupted manner on an international journey outside the borders of
your home country.

37. United States of America: Preferred Provider Organisation

(PPO)
37.1. This policy provides cover within a PPO network in the U.S.A. If you receive treatment at a provider in
our PPO network, we will pay authorised expenses directly to the provider.

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HOLLARD TRAVEL INSURANCE
37.2. You must call our emergency number listed on your policy schedule for details of the nearest PPO
provider when you are in the U.S.A.
37.3. We do not pay for expenses or treatment you received from a provider that is not within our PPO
network.

38. United States of America: Urgent care centre

Urgent care centres in the U.S.A. are different from emergency rooms. You must visit an urgent care centre
when you require treatment for an illness or injury that does not appear to be life threatening, but also
cannot wait until the next day, for example:
• Flu or Cold, Fever, Headaches, and Chills
• Sprains
• Allergic reactions
• Minor burns
• Dehydration
• Earache, Headaches
• Sprains and strains
• Urinary tract infections
• Diagnostic services limited to X-rays and laboratory tests
• Eye irritation and redness
• Vomiting, diarrhoea or dehydration
• Severe sore throat or cough

39. We, our or us

The Hollard Insurance Company (Hollard) is the underwriter of this policy. Hollard is a registered short-term
insurer and an authorised financial services provider.

40. You/Your
Each person declared by the insured company to us and named on the schedule, who qualifies for the cover.

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HOLLARD TRAVEL INSURANCE

The rules of cover

If you do not follow them we may
refuse to pay you out for a claim,
we may cancel your policy or
reduce the amount we pay you.

1. Authorise expenses 20
2. Buy your policy timeously 20
3. Claim form and supporting documents 20
4. Court judgement 21
5. Death 21
6. Declare medical information 21
7. Do not admit liability 21
8. Flight ticket 21
9. Information 21
10. Legal 22
11. Other insurance 22
12. Pay back costs 22
13. Pay your premiums on time 22
14. Proof of payment or ownership 22
15. Police report 22
16. Sign a release 22

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THE RULES OF COVER

1. Authorise expenses
1.1. You must call us on the emergency number provided on your policy schedule:
1.1.1. before you receive treatment if you are conscious and do not require life-threatening
medical treatment, or
1.1.2. before you are admitted into a hospital, or
1.1.3. immediately when your condition has been stabilised in the emergency department, before
you are admitted as an inpatient.
1.1.4. in the event of treatment for a life-threatening medical emergency, you must call us within
24 hours of the initial treatment unless you are unconscious. If you are conscious but cannot
call because of your condition, someone else (family member, travel companion,sponsor or
employer) must call us on your behalf immediately when they know about your treatment.
1.2. We will give authorisation of treatment for a specific procedure and/or a number of days when we
have confirmed the medical necessity of the treatment you require. We base our decision upon the
accuracy and completeness of information we receive at the time of contact.
1.3. You must call us immediately if your condition changes or additional days of inpatient treatment is
required.
1.4. We reserve the right to dispute or challenge any authorisation we have given if we receive new
information that changes our decision.
1.5. Authorisation is not a guarantee of payment. The fact that we give authorisation does not guarantee
payment or the availability of treatment. Authorisation remains subject to the terms, conditions and
exclusions listed in this policy.
1.6. You must tell the medical practitioner or hospital that this policy requires authorisation from us and
you must ask them to cooperate with us fully.
1.7. If you do not follow our instructions or treatment is not authorised we will limit your claim or not pay
your claim at all.

2. Buy your policy timeously

2.1. You must buy your travel insurance before you depart from your home country, and the cover must
be from your date of departure from your home country.

3. Claim form and supporting documents

3.1. You must send us the completed claim form and all the supporting documentation within 30 days of
your date of return to your home country. We do not pay for the cost to obtain supporting
documentation such as a medical report, airline letter, death certificate or a police report.
3.2. You must give us a medical report from the treating doctor when you contact us for authorization or
when you submit your claim where no authorization was obtained with the following information:
3.2.1. hospital admission and discharge reports
3.2.2. diagnosis
3.2.3. date of first consultation
3.2.4. treatment provided
3.2.5. cause of medical problem
3.2.6. medical reason if You are unfit to fly

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THE RULES OF COVER
3.2.7. 6 months medical history for claim relating to illness
3.3. You must give us a doctor’s letter to confirm you must place yourself in quarantine due to your
exposure to a virus whilst on your trip.
3.4. Your flight itinerary must show the isolated city as a destination. You must give us a letter from the
authorities confirming you may not leave the city.
3.5. You must provide us with the receipts, itemised invoice and proof of payment for all expenses
claimed.
3.6. You must give us the following supporting documents:
3.6.1. Your airline tickets that were booked for your return to your home country
3.6.2. You must give us written confirmation of the accident from the official body in the country
where the accident happened.

4. Court judgement
You must give us any court judgement demanding payment within 48 hours of receipt.

5. Death
We must receive notice of death within 48 hours of issuance.

6. Declare medical information

6.1. You must declare all your pre-existing medical conditions to us before we will cover you for any
benefit related to your pre-existing medical condition. Upon receipt of your declaration, we will
confirm in writing whether we agree to provide cover or not. Please contact us via e-mail
travelinsurance@hollardti.co.za to declare your medical conditions.
6.2. You must declare your pregnancy to us immediately.

7. Do not admit liability

You must not admit liability, make misleading promises to anyone or offer to pay anyone without our
written approval.

8. Flight ticket
You must send us proof of your reservation to your home country immediately when you notify us of a
possible claim. We have the right to use your return ticket when we agree to repatriate you to your home
country.

9. Information
9.1. We base our decision to insure you on the information you give to us. You must make sure that all
the information you give us about yourself and your trip is accurate and complete.
9.2. You must tell us immediately in writing of any material changes that may increase the risk of loss.
Material information is information that affects our decision to insure you. We will send you a
written endorsement if we agree to cover the change/s.
9.3. You must be honest and act in good faith in relation to this policy. Examples of fraudulent or
dishonest behaviour are:

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THE RULES OF COVER
9.3.1. providing false information when you submit a claim or when you purchase a policy
9.3.2. making a claim that you know to be false, fraudulent or exaggerated
9.3.3. not telling us that you are also claiming from another insurance company for the same event or
loss
9.4. If any of this information is incomplete or incorrect:
9.4.1. you will lose your right to claim, and/or
9.4.2. we may cancel your policy from the date that you gave us incorrect information, and you may
lose your right to claim as well as the premium paid, and/or
9.4.3. we may apply special conditions, for example a reduced sum insured or a higher excess.

10. Legal
You must help us if we decide to start legal proceedings against any person or company responsible for the
loss. We may take legal action against another person or company in your name.

11. Other insurance

You must tell us if you have any other insurance.

12. Pay back costs

You must pay back costs not covered by this policy to us within 30 days of the date we paid the cost.

13. Pay your premiums on time

We must receive the premium before or on the policy start date or there will be no cover in place.

14. Proof of payment or ownership

14.1. You must give us evidence of amounts you paid, for example: your bank statement.

15. Police report

You must inform the police immediately, but no later than 24 hours after an accident and give us a copy of
the police report.

16. Sign a release

You must sign a release and provide us with evidence of your bank details before we pay you.

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HOLLARD TRAVEL INSURANCE

General Exclusions
What we do not cover
1. After 12 months 24
2. Age limit 24
3. Alcohol and drugs 24
4. Authorisation not obtained 24
5. Consequential loss 24
6. Criminal act 24
7. Delay in services received 25
8. Emigration 25
9. Employment 25
10. Factors beyond our control 25
11. Fit-to-travel 25
12. Flights and accommodation 26
13. Further/ongoing treatment or consultations 26
14. Infectious or contagious disease 26
15. Medical 26
16. Other insurance 27
17. Personal Accident 27
18. Pregnancy 27
19. Pre-existing medical conditions 27
20. Repatriation 27
21. Rescue costs 27
22. Specific items 28
23. Terrorism, war and public disorder 28

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GENERAL EXCLUSIONS
1. After 12 months
We do not cover any medical expenses you have to pay for after 12 months of the date of loss, or the first
treatment date, for example: if received medical treatment on 1 January 2020 and no claim is paid out by 1
January 2021 the claim will lapse and the claim will be time barred.

2. Age limit
We do not cover any claims where you have reached the age limit on the date of loss.

3. Alcohol and drugs

We do not pay any claim caused directly or indirectly by:
3.1. Excessive alcohol consumption where you exceed either a breath alcohol content of 0.24mg per
1,000ml, or a blood alcohol limit of 0.05g per 100ml, or the limits in your state at the time you are
admitted to a hospital, or
3.2. The use of drugs or narcotics unless they were prescribed to you by a medical practitioner, and they
were taken as per a medical prescription, or
3.3. Alcohol abuse, alcoholism, substance abuse, solvent abuse, drug abuse or addictive conditions of any
kind.

4. Authorisation not obtained

4.1. Medical: We do not pay for any costs over the sum insured because of a non-life threatening medical
condition when we did not authorise the treatment before you received it, or you did not contact us
after you have been stabilised in the emergency department.
4.2. We do not pay for the cost of additional flights or accommodation not booked by us.

5. Consequential loss
This policy is a “listed perils” policy. We do not pay any claims when the cause of the claim is not listed
under the “What is covered” section. For example, we do not pay for the following consequential losses
(these are just example and not the only reasons for non-payment):
5.1. cost of a taxi (other than your first trip to the hospital)
5.2. search and/rescue costs from a mountain or remote area
5.3. telephone calls or faxes
5.4. food and drinks
5.5. Interpreters’ fees
5.6. Inconvenience or lack of enjoyment
5.7. loss of earnings
5.8. any additional travel or accommodation costs (unless booked by us)
5.9. any costs incurred for your self-isolation or quarantine
5.10. the costs of tests/medical reports required for your flight home

6. Criminal act
We do not cover any claims related to your own illegal or criminal act.

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GENERAL EXCLUSIONS
7. Delay in services received
The policy does not cover any loss, medical complication or death arising from the provision of, or any delay
in providing the services to which this policy relates, whether provided by us or by anybody else.

8. Emigration
You do not qualify for any cover when you travel with the intention to emigrate.

9. Employment
We do not pay claims when you get an illness or injury that is work-related. You must refer to the worker’s
compensation applicable to your state. An injury or illness will be considered work-related if an event or
exposure in the work environment either caused or contributed to the resulting condition or significantly
aggravated a pre-existing condition. Work environment is defined as the establishment and other locations
where one or more employees are working or are present as a condition of their employment.
Below is a list of examples of claims we will not pay, however this exclusion is not limited to the examples
below:
9.1. manual work involving hands-on involvement with the installation, assembly, maintenance or repair
of electrical, mechanical or hydraulic plant, (other than in a purely managerial/supervisory, sales or
administrative capacity)
9.2. the undertaking of any trade of plumber, electrician, lighting or sound technician, carpenter,
painter/decorator or builder, or manual labour of any kind (other than in the catering industry)
9.3. when you work as crew on any flight or any sea vessel
9.4. When you are not travelling as a fare paying passenger
9.5. When you are injured while working (ski instructor, lift operator, working in a kitchen or any other
work)
9.5.1. If you are injured while working, or fall ill due to your work, you must report this to your
employer immediately so that they can claim from workers compensation for you.
9.6. working with explosives
9.7. performing work in any police force, military force, militia or paramilitary organisation
9.8. underground mining and tunnelling
9.9. the manufacture of ammunition and the refining of petroleum, and
9.10. professional sportsmen or women, for example ski instructors and motor racing drivers

10. Factors beyond our control

The medical standards, sanitary conditions, reliability of telephone systems and facilities for urgent Medical
evacuations differ from country to country. We do not accept responsibility for any loss, medical
complication or death resulting from any factor reasonably beyond our control.

11. Fit-to-travel
You are not covered when:
11.1. You travel against the advice of a medical doctor
11.2. You travel to the USA to obtain medical treatment

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GENERAL EXCLUSIONS
11.3. Receive treatment for symptoms that started before your trip for which you are awaiting a
consultation or results of tests and/or you have not confirmed the underlying cause.

12. Flights and accommodation

We do not pay for the below:
12.1. the cost of additional or new flights and accommodation unless it listed under “What we pay”, for
example: we do not pay for the cost of new flights if you cannot return to your home country on the
booked date except when we have authorised your inpatient treatment and we arranged a medical
repatriation flight to your home country.
12.2. Unused flights and/or accommodation when we pay to bring you back to your home country

13. Further/ongoing treatment or consultations

We do not pay for any further treatment or consultations after you have been stabilised. For example: you
receive treatment as an inpatient and upon your discharge the doctor recommends ongoing physical
therapy. You must return to your home country for any further treatment.

14. Infectious or contagious disease

We do not cover claims in any way caused by or resulting from an infectious or contagious disease when a
medical practitioner diagnosed you after the WHO declared it a PHEIC.
14.1. This exclusion will continue to apply until the WHO cancels or withdraws any relevant PHEIC.
14.2. This exclusion does not apply to claims related to Covid19 when you have declared your medical
conditions to us and we have agreed in writing to provide cover.

15. Medical
We do not cover any claim relating to:
15.1. Cancer or any terminal illness (whether pre-existing or not, including but not limited to diagnostic
tests)
15.2. Specialist tests: This policy does not cover magnetic resonance imaging (MRI), computerised acial
tomography CAT scans, sonograms, biopsies, cardiac catherisation or any cardiac procedures, or
surgeries of any kind unless we have approved these in advance or unless performed on a life-saving
basis.
15.3. Sexually transmitted diseases
15.4. Treatment or surgery for cosmetic purposes
15.5. Routine optical and/or dental treatment, for example – an eye test
15.6. Myalgia, which is the medical term for general muscle pain
15.7. Your suicide, attempted suicide, intentional self-injury, anxiety, mental disturbance or disorders,
insanity, psychiatric, psychological, emotional or nervous conditions
15.8. Medical conditions that are not life threatening and can be treated in an Urgent Care, but cannot wait
until your return home
15.9. Treatment received in a private clinic or private hospital that has not been authorised by us before
you received treatment, and where there is no alternative facility within a 100-kilometre radius
15.10. Any costs incurred after you pass through passport control into your home country.

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GENERAL EXCLUSIONS
15.11. Treatment or surgery that in our opinion (in consultation with the treating doctor) can reasonably wait
until your return to your home country
15.12. Over-the-counter medication (without a prescription)
15.13. The cost of the urn or the coffin.

16. Other insurance

This policy is secondary to any other insurance. We do not pay any expenses or claims covered by any other
policy on the date of loss. The amount they cover/pay will be the excess on this policy. This exclusion shall
not apply to Personal Accident cover. For example, if you have more than one policy covering medical
treatment you must claim from the other policy first.

17. Personal Accident

We do not cover Personal Accident claims resulting from the following:
17.1. Illness or infection not related to an accidental cut or wound
17.2. physical disability that you already had when the policy started
17.3. when you participate in a sporting activity

18. Pregnancy
This policy does not cover any claim related to:
18.1. Pregnancy, childbirth, antenatal care, the care of a new-born child
18.2. Birth control
18.3. Fertility treatment
18.4. Any related medical event

19. Pre-existing medical conditions

19.1. Pre-existing medical conditions you did not declare to us, and we did not agree in writing to provide
cover for claims relating to the condition.
19.2. Outpatient treatment
19.3. Inpatient treatment when you have been admitted for less than 48 hours
19.4. Chronic medication

20. Repatriation
We have the right to demand that you return to your home country. If we confirm a date and time when it
is feasible for you to return but you decide to stay overseas, all expenses incurred after you have decided
not to return will not be covered by this policy.

21. Rescue costs

You are not covered for:
21.1. Any air-sea rescue costs
21.2. Any rescue costs related to altitude illness, including travel costs from the mountain to the hospital
21.3. Any rescue costs to bring you down from a mountain

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GENERAL EXCLUSIONS
22. Specific items
We do not pay claims related to any of the following items:
22.1. contraceptive devices or treatment/medication
22.2. prosthetic devices
22.3. crutches or a brace of any kind, including a sling
22.4. dentures
22.5. any expense or item not listed under “What we pay for”

23. Terrorism, war and public disorder

23.1. This policy does not cover any claim(s) in any way caused or contributed to by an act of terrorism
involving any nuclear weapon or device, chemical or biological agent or radioactive contamination.
23.2. We do not pay for any loss or damage directly or indirectly related to or caused by your active
participation in:
23.2.1. War, invasion, act of foreign enemy, hostilities or war-like operations (whether war is declared
or not) or civil war.
23.2.2. Mutiny, military uprising, martial law or state of siege, insurrection, rebellion or revolution.
23.2.3. Any act in protest against any state or government, or any provincial, local or tribal authority,
or for the purpose of inspiring fear in the public.

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HOLLARD TRAVEL INSURANCE

Policy benefits
What we cover
1. Overseas medical expenses 30
1.1 What we cover 30
1.2 What we pay 30
2. Personal Accident 31
2.1. What we cover 31
2.2. What we pay 31
2.3. Disability table 31

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HOLLARD TRAVEL INSURANCE

1. Overseas medical expenses

1.1 What we cover
Eligible expenses for the immediate treatment of your:
1.1.1. Unexpected illness
1.1.2. Serious injury not related to a sporting activity
1.1.3. Serious injury whilst participating in an approved snow sport
1.1.4. Serious injury whilst participating in an approved sporting activity
1.1.5. Emergency dental treatment due to an infection of a healthy, natural tooth or pain stilling treatment
because of a broken tooth
1.1.6. Your sudden death because of an unexpected illness or serious injury
1.1.7. Pre-existing medical conditions - approved

1.2 What we pay

We will pay up to the limit in the schedule for:
1.2.1. Eligible expenses authorised by us before you receive treatment for an unexpected illness or serious
injury, that is not life threatening: We will pay the provider up to the limit in the policy schedule.
1.2.2. Eligible expenses received in the Accident & Emergency department (A&E), emergency room (ER) or
casualty department for an unexpected illness or serious injury, that is life threatening: We will pay
the provider up to the limit in the Schedule when you contact us immediately when your condition
has been stabilised
1.2.3. Eligible expenses not authorised by us: We will reimburse you up to the limit in the policy schedule
1.2.4. We will pay for the cost of your cremation at the place of death whilst on your trip, or the transport
cost to fly your body or ashes back to your home country. Covered expenses are limited to:
1.2.4.1. The collection of the body of the deceased
1.2.4.2. the transfer of the body to a professional funeral home
1.2.4.3. embalming and preparation of the body or cremation if so desired
1.2.4.4. standard shipping casket
1.2.4.5. any required consular proceedings and permits
1.2.4.6. the transfer of the casket to the airport and boarding of the casket onto the plane
1.2.4.7. airfare and the transfer of the deceased to their final destination.
1.2.5. Medical repatriation or evacuation: If we confirm with your treating doctor that you can transfer to
another hospital or return back to your home country, we will pay for the following expenses when
arranged by us:
1.2.5.1. The extra cost of same class transportation via the most cost-effective route, or
1.2.5.2. The cost to be transportation as a stretcher case on a commercial flight via the
most cost-effective itinerary, if a stretcher is medically necessary, and
1.2.5.3. The return cost of a qualified medical escort to accompany you, if this is
medically necessary or required by the airline, or
1.2.5.4. The cost of an air ambulance
1.2.6. Treatment received from a licensed chiropractor or physiotherapist: we will reimburse you for one
treatment/consultation per trip when a medical practitioner has referred you.

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HOLLARD TRAVEL INSURANCE
1.2.7. Accompanying travel companion: We pay for 3 star accommodation and an economy class return
ticket when booked by us, for one person to stay with you and fly back with you when you receive
Inpatient treatment for more than five consecutive days.
1.2.8. Visit by any one person: We will pay for the cost of an economy class airline ticket and
accommodation when booked by us to allow one person to visit you after five consecutive days as an
inpatient. The ticket will only be booked to fly from your home country on your 5th day as an
inpatient.

2. Personal Accident
2.1. What we cover
We cover you for bodily injury sustained outside the borders of your home country that results in your:
2.1.1. death within 12 months, or
2.1.2. permanent and total disablement within 12 months
You must sustain the bodily injury because of an event that was clearly violent and accidental.
If the injury results in death, we will be entitled to a post-mortem examination undertaken at our own
expense. If the injury results in disablement, our medical officer will determine the level of disability.

2.2. What we pay

We pay you In the event of permanent and total disablement. In the event of your death, we pay your legal
representatives, your estate or the person you have nominated in the policy as your beneficiary. We
calculate claim payments as per below according to the Disability table:
2.2.1. death - sum insured stated in the schedule
2.2.2. permanent and total disablement - as stated in the disability table

2.3. Disability table

Disability (total and permanent)* or Death Percentage payment
a) Death 100%
b) Total, permanent and irrecoverable loss of hearing in both ears 100%
c) Total, permanent and irrecoverable loss of hearing in one ear 50%
d) Total, permanent and irrecoverable loss of sight in both eyes 100%
e) Total, permanent and irrecoverable loss of sight in one eye 50%
f) Loss by physical separation or permanent total loss at or above the 100%
wrist or ankle of one or more limbs
* The disability or loss of use of relevant parts of your body cannot be of a temporary nature. It must be
total and permanent. Loss includes loss of use, with or without amputation. If you qualify under more than
one benefit, we will not pay more than 100% of the limit in the schedule.

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HOLLARD TRAVEL INSURANCE

Claims
How do we pay claims
1. 365 Days: Your right to claim will lapse 33
2. Accumulation limit 33
3. Currency 33
4. Excess (Deductible) 33
5. How we calculate a claim 33
6. Interest 33
7. More than the actual loss 33
8. Supporting documents 33
9. Who do we pay 33

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CLAIMS

1. 365 Days: Your right to claim will lapse

Your claim will no longer be legally enforceable after 365 days of the date of loss, unless you have started
legal action against us.

2. Accumulation limit
If more than one person is injured or dies as a result of a crash or accident involving the same aircraft, cruise
ship or any public transportation, we will not pay more than the accumulation limit in the schedule for all
persons insured by us (whether on the same policy, or individual policies).

3. Currency
We will use either your bank statement as evidence of your financial loss, or the rate of exchange on the
date of loss if you paid in a foreign currency.

4. Excess (Deductible)
You will always pay the first amount of every valid claim, also known as the excess. For example, if there is
an excess of 100 on a 2, 000 claim, you will receive a pay out from us of 1,900. We show the excess in the
Schedule.

5. How we calculate a claim

We consider a number of aspects in calculating the claim payment amount. These can include:
5.1. We never pay more than the limit of cover
5.2. We always deduct the excess amount

6. Interest
We do not pay any interest, unless ordered by a court of law (or another presiding officer of a dispute such
as the Ombudsman for Short Term Insurance in South Africa).

7. More than the actual loss

We will never pay out twice for the same event, for example - claiming under two different sections.

8. Supporting documents
We do not pay any claim where you do not provide us with the requested supporting documents, for
example: no medical history or medical report when you are claiming due to an illness.

9. Who do we pay
9.1. We pay medical claims authorised by us before you received treatment directly to the service
provider (hospital).
9.2. We pay all other covered claims to you.

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Schedule of
Benefits
Schedule of Benefits Limit of Liability
Overseas Medical – authorised by us Refer below
Illness / injury excluding pre-existing, sport or infectious disease $250,000
An infectious disease: in hospital expenses Included in Section 1
Cost of test for infectious disease when positive $150
Pre-existing condition declared to us: in hospital expenses Included in Section 1
Amateur sport/winter sport Included in Section 1
Dental or Optical: Illness $1,000
Medical expenses not authorised by us $1,500
Medical Evacuation / Repatriation booked by us $65,000
Return of mortal remains, booked by us $25,000
Accompanying travel companion booked by us $2,500
Visit by family member booked by us $7,500
Outpatient excess (co-pay) $100
Emergency Room excess (co-pay – waived if admitted) $250
Personal Accident Refer below
Death/Permanent Disablement $5,000
Carrier Accumulation limit $360,000

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