Australian Immigration Daily News

We understand this is a stressful time for international students and visitors to Australia. You’ve been asking us lots of great questions about Allianz Global Assistance (AGA) coverage during COVID-19. So we’ve compiled this list of frequently asked questions and answers, as well as some helpful resources for you and your clients.

Does Allianz Global Assistance OSHC & OVHC cover COVID-19?

Yes, although the level of cover will vary depending on the policy purchased.

OSHC

Cover is available to AGA Overseas Student Health Cover (OSHC) policyholders for medical services provided in hospital and out of hospital, including PBS prescription medicines and emergency treatment*.

*Limits, exclusions and terms and conditions apply. Please note that waiting periods may apply for treatment for pre-existing conditions.

OVHC

If your client has Budget Cover

Cover is available to Overseas Visitors Health Cover (OVHC) Budget policyholders for medical services provided in hospital including emergency treatment when leading to an inpatient admission, and ambulance services*.

If your client has Standard Cover, Mid Working Cover or Top Working Cover

OVHC Standard, Mid Working and Top Working policyholders are covered for medical services in hospital, emergency treatment, ambulance services and medical services out of hospital including GP visits, pathology and prescription medicines*.

*Limits, exclusions and terms and conditions apply. Please note that waiting periods may apply for treatment for pre-existing conditions.

Where to go for more policy information

Your clients can read the relevant COVID-19 fact sheet for their policy type to learn more about exactly what they are covered for:

• OSHC Coverage During COVID-19
• OVHC Coverage During COVID-19

Or they can contact us directly to discuss their individual case:

• OSHC general enquiries within Australia  13 67 42
• OSHC general enquiries from overseas  +61 7 3305 8841
• OSHC claims  1800 651 349
• OVHC general enquiries within Australia  1300 727 193
• OVHC general enquiries from overseas  +61 7 3305 8833
• OVHC claims  1300 727 193

What if my student client is unable to return to Australia to continue studying due to the COVID-19 travel restrictions?

We encourage students to contact their education provider to discuss possible deferment of studies if they are unable to return to Australia to continue their studies.

Can my client suspend their policy if they are not in Australia due to COVID-19?

In some cases this is possible, but it depends on the type of policy your client holds.

OVHC

If payment is set up on a recurring basis, this type of policy can be suspended for as long as your client is not in Australia. Alternatively, your client may be eligible to apply for a refund of their premium if they meet the criteria set out in the OVHC policy wording.

It’s important to note that suspending payment will also suspend cover, so your client won’t be eligible to claim for treatment received under their policy if their payments are not up to date.

OSHC

Because payments are made up-front and in full, unfortunately this type of policy cannot be suspended. However, your client may be eligible to apply for a refund of their premium as per the OSHC policy wording.

Can my client upgrade their OVHC policy?

Yes, if they are an existing member they can upgrade their current policy to one that offers a higher level of benefits. They will need to serve the applicable waiting periods for any benefits not covered under their existing policy. Please read our OVHC policy wording for further details.

Are there any restrictions on how many times the policy dates can be changed?

No, there is no limitation on how many times an OSHC or OVHC policy start date and/or policy end date can be changed.

Is hardship assistance available?

If one of your clients with OVHC is experiencing financial difficulties and having trouble paying their OVHC premiums, they may be eligible for hardship assistance. We assess each situation on a case-by-case basis. We encourage members to contact us so that we can discuss which options may be available to them.

Because OSHC policies are paid up-front and in full, hardship assistance is not available for OSHC. However, your client may be eligible to apply for a refund of their premium if they meet the criteria set out in the OSHC policy wording.

What if my client needs to cancel their policy?

If they no longer need OSHC or OVHC, the policy can be cancelled. However, we suggest double-checking visa conditions before cancelling to ensure that maintaining adequate health insurance while in Australia is not a mandatory requirement of the visa. Insurers are required to notify the Department of Home Affairs if an OSHC member cancels their policy or has their premium refunded for any reason.

Are my clients still able to speak to someone from AGA on the phone at the moment?

Yes, our call centre is operating as usual and ready to assist with any enquiries your clients may have.

What if my client thinks they might have COVID-19?

If they feel unwell, they should contact a doctor immediately and seek medical treatment. They can find their closest direct-billing medical provider on our Find a Doctor platform.

Remind your clients that if they think they have symptoms of COVID-19 they should phone the doctor’s office before attending in person.

We also offer our members (excluding Budget Working cover and Budget Visitors cover) access to our telehealth service called Doctors on Demand. This service enables members to speak to a qualified Australian-based doctor 24/7 via phone or video call without leaving home.

Where do I find more information?

There are a number of COVID-19 resources available on our website that you or your clients may find helpful:

• Protecting yourself and others from COVID-19
• What to do if you get sick during the COVID-19 pandemic
• Taking care of your mental health during the COVID-19 crisis
• Study tips in self-isolation
• COVID-19 information for OSHC members
• COVID-19 information for OVHC members

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