As a Bankwest Breeze Gold or Platinum MasterCard cardholder, you are offered access to a few generous insurance policies designed to protect your purchases, when they are made with your Breeze Gold or Platinum MasterCard card. Of course, you are under no obligation to use these policies, but since they are complimentary, they can save you quite a bit, especially on items you purchased using your credit card.
What do I do if I need to make a claim?
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Like many of the insurances provided through credit cards, Aussie’s insurance is provided by Zurich. In the event you need to make a claim, both when in Australia or while overseas, you must call them.
1. Making a claim while overseas.
Call Zurich and confirm your eligibility for this policy, so have on hand a copy of your eligible credit card statement or credit card receipt.
2. Making a claim while in Australia.
Call Zurich Assist within 30 days of returning from overseas. If you’re making a claim with the Guaranteed Pricing Scheme then you must call within 21 days. Again you’ll have to provide Zurich with evidence of your eligibility, which will include things like:
- Your credit card statement for the eligible card
- Documents from a registered medical practitioner verifying any injuries if applicable
- Police report numbers for any items willfully damaged or accidentally lost.
- Proof of ownership of any items which you’re claiming for
- Evidence of intended flights if they were delayed
- Evidence of the flight delay or baggage delay
The type of proof you must provide will depend on what you’re claiming for, so read the respective section before making a claim.
Remember Zurich also has a number of complimentary services they can provide to travellers under their policy. These include emergency evacuations, second opinions on medical matters and more.
What is included in my cover?
The type of cover included with the Bankwest Breeze Gold or Platinum Credit Card includes
- Purchase Cover Insurance
- Extended warranty Insurance
- Guaranteed Pricing Scheme
What you aren’t covered for
- Internation Travel Insurance
- Overseas Transit Accident Insurance
- Interstate Flight Inconvenience Insurance
Bankwest ensures that their customers have access to some great perks as a Bankwest credit card holder. While not all Bankwest cards come with complimentary insurance, the Bankwest Breeze Gold or Platinum MasterCard does have a few insurance policies that you may want to take advantage of since they are complimentary.
The Bankwest Breeze Gold or Platinum MasterCard comes with a Purchase Security insurance policy as well as Extended Warranty. While not strictly an insurance policy, you also gain access to the Price Guarantee scheme, which ensure you always get the best price on certain personal purchases as long as certain conditions are met. If this is the case, you will be reimbursed for the difference in price, though you will have to offer proof.
Note that while these policies are attached to a Bankwest card, they are actually offered by the bank’s partner insurance company, namely Zurich Australian Limited.
So, to take full advantage of the complimentary insurance you receive, you need to be fully aware of what coverage you get and under what conditions. The more you know about the policies, the more you can take advantage of them, which is why you need to know the situations you are covered for but also the exclusions.
The problem many people have with such complimentary insurance policies is that they find the attached documentation to be too complicated to read, seeing as it’s full of legalities and other specialised terms. To help you make sense of what you are entitled to, we’ll be looking at exactly what you can claim for and the situations that are excluded from the insurance policies. We’ll also be covering the claims procedures and other details to ensure the whole process goes smoothly.
Complimentary Insurance Policies
The Bankwest Breeze Gold or Platinum MasterCard features two complimentary insurance policies, namely the Purchase Security policy and the Extended Warranty policy. The first provides protection for items purchased using your credit card against theft, damage or loss for up to 90 days. The second extends the warranty period for items that already have an Australian warranty attached and comes into effect once the latter has expired, dependent on certain conditions.
Furthermore, as a Bankwest Breeze Gold or Platinum MasterCard, you also get access to Price Guarantee coverage, which is designed to ensure you always get the best possible price.
Purchase Security Coverage
Certain Bankwest cardholders, including Bankwest Breeze Platinum MasterCard and Bankwest Breeze Gold MasterCard cardholders, have access to the purchase security insurance policy. Thus, you are protected for three months against the theft, loss or damage of an extensive array of personal goods you purchased using your card. This insurance policy applies to items purchased anywhere in the world.
When you use your Bankwest Breeze Gold or Platinum MasterCard to purchase a certain item, the Purchase Security insurance policy is automatically covered, unless the item in question is considered an exclusion, or unless the cardholder doesn’t follow the claims procedure correctly.
The items you purchase have coverage practically anywhere in the world for 90 days from the day you purchase said item against loss, theft or accidental damage. Note that the insurance policy becomes active only once you’ve taken possession of the item in question.
In terms of coverage, the insurance company states that you can receive either the amount you charged to your card to purchase the item, A$2,000 per claim for jewellery, watches and fine arts items or A$7,750 for a year regardless of the number of claims made per card. Note that you will receive the lesser of the previously mentioned amounts.
Under this policy, keep in mind that an excess of A$100 is applicable, which means that this is the uninsured first portion of the loss and you are responsible for it. If you don’t cover the excess, you won’t get the rest of the benefits.
Extended Warranty Coverage
Extended Warranty is another complimentary insurance policy Bankwest Breeze Gold or Platinum MasterCard cardholders have access to as long as they purchase the items in question with their credit card. This insurance policy applies to goods that have expressed Australian Warranty. Note that this policy in no way affects your rights as a consumer against a company regarding the contravention of statutory or implied warranties according to Australian legislation.
Australian warranty refers to the written warranty offered by the manufacturer that applies and can be fulfilled in Australia. It also must have been registered correctly with the manufacturer, or the coverage will not apply.
This insurance policy becomes active once the Australian Warranty period that applies to the item has expired. Note that only goods featuring the unique identification serial number of the manufacturer are afforded coverage.
The Extended Warranty period is equal to the duration of the Australian Warranty period, but cannot exceed one year. Furthermore, if the Australian Warranty period exceeds 4 years, this policy does not apply.
|Australian Warranty period||Extended Warranty period|
|14 days||14 days|
|1 month||1 month|
|3 months||3 months|
|6 months||6 months|
|1 – 4 years||1 year|
|More than 4 years||No coverage|
Note: This extended warranty only applies to personal items that fail to operate correctly for the purpose they were created as the result of a defect or breakdown as long as the problem in question has coverage by the Australian Warranty.
In terms of how much you are entitled to, you cannot receive more than the actual price you paid for the item using your credit card. Furthermore, you cannot get more than A$7,750 in total per card account over a period of 12 months.
If you file a claim under this insurance policy and want to be reimbursed, you have to get written approval from the insurance company before having any repairs done on the item that is defective or replacing it.
Note that an excess of A$100 applies for every claim you file.
Price Guarantee Cover
Bankwest Breeze Gold or Platinum cardholders have access to price guarantee coverage when purchasing new personal items. As long as you use your credit card to pay for the entire cost of the item and you purchase it anywhere in Australia, you are guaranteed to get the best possible price.
If you can prove that there is an identical item being sold at a cheaper price within 21 days of your purchase, you might be eligible to be reimbursed for the price of difference. The condition is that you must have received a printed catalogue that features the identical item you purchased at a lower price. The store selling the item must be within a 25 kilometre radius from the shop you made the initial purchase and the difference in price must be higher than A$75.
You will only receive compensation if the cheaper item is identical to the one you purchased, which means it must be the same model number, the same model year and must have been manufactured by the same company.
Furthermore, you must have purchased the item in question before the date when the catalogue featuring the cheaper item was printed. You also need to report the existence of the cheaper item, in other words file claim with the insurance company, within three weeks of the date when you made the initial purchase. As long as the difference in price exceeds A$75, you will be reimbursed said difference but you won’t be entitled to more than A$350.
What don’t I have coverage for?
As with any insurance policy, there are events that you are not covered for. While the policies attached to the Bankwest Breeze Gold or Platinum MasterCard are quite generous, there are still some situations the insurance company cannot cover due to the expense or the type of incident involved.
The exclusions mentioned in this section apply to all the policies offered to Bankwest Breeze Gold or Platinum MasterCard cardholders, along with any exclusions mentioned under each respective policy.
Firstly, when it comes to personal items, if you leave them unattended in a motor vehicle and they are stolen or suffer accidental damage, you will not receive more than A$2,500 in total, regardless of how many items were stolen.
You are also not insured for any situations that are the result of:
- Not receiving the items you purchased and which are being shipped to you; or
- Currency rate fluctuations or losses incurred by the change in value of currency or it’s devaluation; or
- The theft, loss or damage of items owned by a business, related to a business or purchased by a business; or
- The normal wear and tear of an item or its deterioration; or
- Any item that is defective, or a defect in an item, or damage caused by an inherent defect in the item, or a mechanical or electrical problem, unless it is mentioned in the Extended Warranty cover;
- If items such as watches, laptops, mobiles, electrical equipment, iPods, or cash are stolen while they were away from your supervision or the supervision of the person travelling with you; or
- Getting an item serviced, repaired or restored unless the insurance company has given their approval in advance; or
- Any person or organisation that is entitled by law to remove or destroy your right of ownership or control over personal items.
- Insects, vermin, mildew, flooding, atmospheric or climatic conditions; or
- You not protecting your personal items adequately, taking into account their value, or if you leave your personal belongings in:
- o A public place, which can include a shop, an airport, a bus depot, a bus, a plane, a train, on the street, hotel lobby, a restaurant, a beach, a car park and so on and so forth, unattended; or
- o A motor vehicle that isn’t locked, unattended; or
- o A vehicle, unattended while someone else is looking into it; or
- o A vehicle overnight, unattended; or
- o With someone who purposely steals or damages them.
- Leaving personal items behind, forgetting or misplacing them;
- The disappearance of your items as the result of events you can’t explain to the satisfaction of the insurance company;
- Radioactivity, radioactive contamination or the utilisation, presence or leakage of any type of nuclear fuel, nuclear material or waste;
- Punitive damages, fines, penalties, consequential loss or damage;
- An event you cause purposefully or someone else causes intentionally while acting in your name and with your permission;
- An act of terrorism;
- War or war like events, whether war has been officially declared or not, any hostile actions, rebellions, revolutions, civil wars, military coups, the attempted or successful overthrowing of a government or military authority;
What does ‘unattended’ mean?
For clarification purposes, unattended is defined as being when your belongings aren’t with you or being observed by you or a person you know and can identify. In other words, when you or a person you know cannot oversee your belongings as well as to notice and stop anyone from attempting to tamper with them. If your belongings disappear while you are asleep, this event falls under possessions that were left unattended since you weren’t aware of what was going on with your belongings.
What does ‘personal items’ refer to?
Personal items are considered to be any new property you purchased to be used by you personally or in your household. However, the following are excluded from coverage:
- Any goods purchased with the intent of reselling them;
- Goods purchased to be transformed in a business;
- Items bought by your business;
- Items related to or owned by your business;
- Animals or plants;
- Computer programs or items that aren’t tangible;
- Cash, bullion, trading cards, lottery tickets, other gambling items, tickets of any kind, stamp collections or collections of any kind, negotiable instruments;
- Items that are for consumption or are perishable, including food, fuel, oil, drugs and so on;
- Boats, cars, airplanes, motorboats or any vehicle with an engine as well as their integral parts and any accessories that have been installed on them;
- Used items, which includes antiques;
- Real estate property, including movable fixtures or fittings that are meant to be a part of the property, such as fixed air conditioning units and dish washers;
- Any item that was bought for more than A$10,000.
Protecting your property
To be eligible for benefits under the Purchase Security policy, the insurance company states that you must take reasonable and adequate precautions for the protection of your personal items, otherwise coverage does not apply.
So, what exactly does taking reasonable and adequate precautions mean? Firstly, if you leave items such as jewellery, watches, laptops, mobiles, electrical goods, iPods or cash in a car or other vehicle or in your luggage without it being under your direct supervision or that of someone you know and trust, then you are not eligible for benefits.
Furthermore, don’t leave personal items unattended in public places, unlocked vehicles, motor vehicles while someone is looking at it, or in a vehicle overnight. If you do, you won’t be eligible for benefits. This also applies to items you’ve left behind, forgotten or misplaced or goods you’ve left with someone who damages them on purpose or steals them.
Reporting the loss, theft or damage of personal items
If your personal items are deliberately damaged, accidentally lost or stolen, you have to inform the Police, or the nearest Government authority or agency. This has to be done within 24 hours of you discovering the fact that your property was stolen, lost or damaged. Furthermore, the report needs to specify the items that are missing or were damaged and must also include their description.
If such an event occurs outside Australia, then you must get hold of a copy of this report. The copy has to be signed by the government authority and state that it is a true and accurate copy of the original.
The repair or replacement of damaged items
If a personal item of yours is lost, damaged or stolen, the insurance company has a choice. They can either:
- Have the item repaired;
- Have the item replaced, minus depreciation. In other words, they might opt to replace the item for an amount that is equivalent the original price you paid after deducting an amount for depreciation which would take into account the age and state of the item;
- Reimburse you with the sum that the insurance company would have to pay to replace the item, minus a sum for depreciation;
- Personal items left unattended in a car or other vehicle will only be covered for a maximum of A$2,500.
If the item in question was purchased duty-free or overseas, what you paid for the item in question will be the most the insurance company will pay out.
When the item is part of a set or a pair, such as earrings, you will only be reimbursed for the value of the particular item lost. So, if you lose one earring, then you will receive the amount equivalent for the one earring.
How to file a claim
Note that while these policies are attached to the Bankwest Breeze Gold or Platinum MasterCard, you shouldn’t contact the bank if you wish to file a claim since they are not involved in any way in the claims process.
If you are over seas phone: +61 2 9995 2020
If you are in Australia phone: 1800 285 189
To file a claim, you have to contact the insurance company within 30 days of discovering an event that could lead to you lodging a claim. Under the price guarantee policy, though, you need to file the claim within 21 days of making the purchase.
Keep in mind that the insurance company might require you to fill out a loss report in writing. If it’s required, the forms will be provided and they must be returned within 30 days of their receipt. If you don’t file the claim or return the filled out loss report within the timeframes specified, your claim could be denied.
Documents to prepare before calling
You also have to provide any evidence or documents the insurance company might require to support your claim. Depending on the policy you are filing your claim under, this could include items such as:
- Evidence that you are eligible to receive benefits, such as a statement from your eligible credit card as well as a credit card receipt to show that you purchased the item in question;
- If the goods were stolen, damaged on purpose, or lost accidentally, you have to give the insurance company the number of the police report. If the event occurred overseas, you will have to provide the insurance company with a copy of the report you got from the police or the closest government agency or authority. The report has to be certified as being an exact copy of the original and must feature a signature from said department;
- Evidence that you are actually the owner of any items that were lost, stolen or damaged, such as receipts proving purchase;
- The damaged items for which you are lodging a claim so the insurance company or their authorised representative can assess them;
- A quote that you have to pay for to show how much it would cost to replace items that were lost or stolen or a quote that features the serial number of the item for extended warranty claims to repair the damaged or broken down item. If the insurance company agrees to pay the claim, they will cover a reasonable cost of the quote;
- If you are lodging a claim under the Extended Warranty Insurance policy, you will have to provide the insurance company with a copy of the Australian Warranty;
- If filing under the guaranteed pricing scheme, you will have to provide evidence that the cheaper item is identical, as in the same model number, model year and production company, as the item you purchased. You also need to supply a copy of the printed catalogue that features the cheaper item and proof that you bought the item before the catalogue was printed;
- If any personal items disappeared while the carrier was responsible for your luggage, you will need to give the insurance company a letter from the carrier with an explanation as to what happened and the amount they refunded you to cover the disappearance.
Note that the insurance company might have to initiate legal proceedings against other parties on your behalf to recover money payable under the policy. If this does happen, you have to help the insurer and act honestly and be truthful at all times.
You have to inform the insurance company of any other policies you could lodge a claim under. If you receive benefits under another insurance policy and receive benefits from the policies mentioned in this document as well, then you will need to return the funds you received from the insurance company. You are not allowed to obtain funds from two insurance companies that exceed the amount you lost.
If you file a claim that is fraudulent or someone does so in your name, then you will receive no benefits and you could be subject to legal action. Furthermore, Bankwest will be informed and you may no longer qualify for these insurance policies.
Privacy of Information
The insurance company will have to collect personal data from you to evaluate any claims you lodge. If you don’t offer the information they require, it is possible that the claim will be delayed or even denied.
In situations that warrant it, the insurer may give your personal data, except for sensitive data such as the state of your health, to Bankwest, companies that provide the latter with services and other business partners to permit them to follow the claims service the insurance company offers. The goal is to prevent fraud and to make sure you qualify for coverage.
In some cases, the insurance company may forward your personal information, including sensitive data such as the status of your health, to companies that provide them with various services, such as medical practitioners and other health professionals, to verify the veracity of your claims.
By offering your personal information, you are agreeing that said companies are entitled to collect your information and that the insurance company is allowed to disclose said personal information for the aforementioned purposes.
The insurance company may also have to offer your personal information by law such as according to Court orders or Statutory Notices under social security or taxation laws.
If you want access to personal information the insurance company has on you, it can usually be released. However, in some cases, they may charge you a fee to allow you access to this information but this will simply be to cover the expense of locating the information and will depend on the type of access you need.
If you have any complaints regarding the policies or the services you received from the insurance company, including how a claim was settled, you should contact the insurer. You will receive a response within 15 working days, as long as the insurance company has all the information they require and an investigation has been completed, if required. If more information is needed or they need to conduct further investigation into the matter, a reasonable alternative timeframe will be agreed with you.
If you are displeased with the company’s response or an agreement cannot be reached regarding alternative timeframes, your complaint will become a dispute and will be submitted to the insurer’s internal dispute resolution process, which won’t cost you a thing.
The dispute will receive an answer within 15 working days but only if the insurer has all the necessary data and has completed a full investigation. A new term will be agreed upon if more data is needed or further investigation must be conducted. You will be fully informed of the progress of the evaluation, with reports forwarded to you every 10 working days. You will receive a written answer to your dispute.
If the insurer’s response is not to your liking, or alternative time frames cannot be agreed upon, you have the option of taking the matter to the external disputes resolution scheme, which the insurer is a member of. The Financial Ombudsman Services (FOS) administers this scheme and the service is completely free and offered by an independent body. Note that the FOS must be contacted within two years of receipt of the insurer’s final decision. While you are not obligated to abide by the FOS’s decision, the insurance company has to act right away upon their decree.
Other important information
It is important to note that Bankwest isn’t the direct provider of the insurance policies. Zurich Australian Insurance Limited has an agreement with Bankwest, which enables the bank to offer Breeze Gold or Platinum MasterCard cardholders complimentary insurance in certain situations.
Thus, if you have a Bankwest Breeze Gold or Platinum MasterCard credit card, you are automatically entitled to the Purchase Security, Extended Warranty and Price Guarantee policies. Note, though, that while you have the right to take advantage of these policies, you are in no way obligated to do so.
The fact that Bankwest, nor any of its related corporations, are issuers of these policies means that they cannot guarantee you will receive any of the benefits these policies offer. Of course, to increase your chances of being reimbursed under these policies, you need to make sure you abide by the terms and conditions.
However, when it comes to termination, Bankwest is entitled to terminate any benefits pertaining to these polices for all of the cardholders or a particular cardholder. They are obligated to inform the main cardholder in writing that their coverage has been terminated. If you have received this notification, keep in mind that any purchase you made before receiving the notice is still covered by the policies. Any purchases you make after expiry of your coverage according to the notice will not be covered by these policies.