Refunds for RACQ Travel Insurance policies impacted by COVID-19

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 may have meant coverage wasn't required under the travel insurance policy purchased for part or all of the travel dates.

Customers who purchased RACQ Travel insurance 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). RACQ, on behalf of Tokio Marine will be emailing customers who purchased a travel insurance policy prior to 31/01/2020 that included coverage during a travel ban period between 31/01/2020 and 31/10/2021 who may not have received the full benefit of the policy. This email will include details on how to check their eligibility for a full or partial premium refund depending on their individual circumstances.

Customers who were contacted by email and have not yet checked their eligibility will be receiving an SMS reminding them to review their email or contact Tokio Marine’s refund team on 02 8055 1615 if they’re experiencing any difficulties. We may also follow up with a phone call or letter in the mail.

Who is Tokio Marine and why are they involved in issuing RACQ Travel Insurance refunds?

RACQ Travel insurance is issued by Tokio Marine & Nichido Fire Insurance Co. Ltd, ABN 80 000 438 291, AFSL 246548.

Tokio Marine underwrites RACQ’s Travel Insurance and provides the global emergency assistance and claims handling services offered in our policies, as detailed in the accompanying PDS. Tokio Marine will manage the refunds process in their system and after validation of the details, will process any refunds to eligible RACQ customers.

Check your eligibility for a refund

Follow these steps to see if you’re eligible for an RACQ Travel Insurance refund.

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    Click on the ‘Check eligibility’ link in the email you were sent. You can verify this is a legitimate RACQ email by making sure it was sent from This link will only be available from your email and is unique to you. Please do not forward this to anyone. If you had multiple policies impacted, you will receive a separate email for each policy. Please note that only policies purchased prior to 31/01/2020 for travel during the relevant dates will be potentially eligible.
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    The link will take you to the secure Toko Marine refund calculation portal where you’ll be prompted to verify your email address. This will be the email address that was provided when the policy was purchased. If your email address has changed please contact Tokio Marine’s refund team on 02 8055 1615 so a new ‘Check eligibility’ link can be sent to you.
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    Once you have verified your email address, you will be asked 3 questions to determine your eligibility for a refund.
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    If you’re eligible, your refund amount will be displayed and you’ll be prompted to provide your bank details (account name, BSB and account number) so that payment can be processed within 3-6 weeks. If you’re eligible for a refund, any information you provide will be held in accordance with the Tokio Marine privacy policy.

Travel insurance refund FAQs

Things to note

1RACQ Travel Insurance is issued by Tokio Marine. Tokio Marine is responsible for issuing refunds to eligible RACQ members. Visit the Tokio Marine website for further information.

The information in this article is general advice only and does not take into account your objectives, financial situation or needs. Because of this, you should, before acting on the advice, consider the appropriateness of the advice, having regards to your objectives, financial situation and needs. You should obtain the 'RACQ Travel Insurance - Combined Financial Services Guide and Product Disclosure Statement' and consider it before making a decision about whether to acquire RACQ Travel Insurance.

RACQ Operations Pty Ltd (ABN 80 009 663 414 AR 000234978) and Members Travel Group Pty Ltd (ABN 45 144 538 803 AR 000432492) are acting as an Authorised Representative of the issuer of the insurance, Tokio Marine & Nichido Fire Insurance Co., Ltd. (ABN 80 000 438 291 AFSL 246 548). Any advice set out above is general in nature only, and does not take into account your objectives, financial situation or needs. Before purchasing any travel products, we recommend reviewing the RACQ Travel Insurance Product Disclosure Statement (PDS) and the Target Market Determinations (TMDs) that apply to these products. Whilst the PDS outlines the Terms and Conditions of these products, the TMD’s outline the intended class of customers that comprise the target market for these travel products. This will allow you to consider which products best suit your objectives, financial situation and needs and consider the products appropriateness to your personal circumstances. TMD’s also outline matters involving the distribution and the review of these products.