Overseas Visitors Health Cover

1. Insurance Consultant · turn 1

   Hello, Ms Lu. Nice to meet you. How can I help you today?

   您好，盧女士。很高興見到您。今天有甚麼我可以幫您的嗎？

2. Ms Lu · turn 2

   是這樣的，我父母下個月要來澳洲看我，順便到處玩一玩。他們大概會待兩個月。我想問一下，你們公司有沒有針對海外遊客的醫療保險？我朋友跟我說，來澳洲旅遊最好還是買一份保險，以防萬一。

   Well, my parents are coming to Australia next month to visit me and do some travelling. They'll be staying for about two months. I'd like to ask whether your company offers health insurance for overseas visitors? A friend told me it's best to get insurance when travelling to Australia, just in case.

3. Insurance Consultant · turn 3

   Absolutely. We offer several types of health cover for overseas visitors. Generally speaking, we have three levels of cover: basic, mid-range and top cover. The premium varies depending on the level of benefits and services included. You mentioned that your parents will be staying for about two months. Is that correct?

   當然有。我們為海外訪客提供幾種不同類型的健康保險。一般來說，我們有三個保障級別：基本保障、中級保障和高級保障。保費會根據所包含的福利與服務項目而有所不同。您剛才提到您的父母大約會停留兩個月，對嗎？

4. Ms Lu · turn 4

   對，差不多兩個月。他們想等國內天氣涼一點之後再回去。你剛才提到有三種保險，可以告訴我大概多少錢嗎？我想選一個價格實惠、但是保障又比較全面的。

   Yes, about two months. They want to wait until the weather cools down back home before returning. You mentioned three levels of cover earlier—could you tell me roughly how much they cost? I'd like to choose one that is reasonably priced but provides fairly comprehensive cover.

5. Insurance Consultant · turn 5

   Certainly. The monthly premium ranges from approximately $190 for basic cover to around $520 for our top-level cover. The mid-range option falls somewhere in between. If you’re on a budget, basic cover may be sufficient for visitors who are only spending a relatively short period of time in Australia.

   當然可以。每月的保費從基本保障的約190澳元到高級保障的約520澳元不等，中級保障則介於兩者之間。如果您的預算有限，對於在澳洲逗留時間相對較短的訪客來說，基本保障可能就足夠了。

6. Ms Lu · turn 6

   那基本保險的保障範圍是甚麼？有哪些醫療費用是可以報銷的？雖然我父母目前身體還不錯，但是他們年紀也不小了，在澳洲期間還是有可能需要去看醫生。

   So what is covered under basic insurance? What medical expenses can be claimed? Although my parents are currently in fairly good health, they aren't young anymore, and they might still need to see a doctor while in Australia.

7. Insurance Consultant · turn 7

   That’s very sensible. No one wants to be worrying about unexpected healthcare expenses while they’re on holiday. Our basic plan includes eligible treatment as a patient in a public hospital, as well as certain outpatient services, such as consultations with a GP. However, there may still be limits, exclusions or out-of-pocket costs depending on the treatment.

   這考慮得很周全。度假時誰也不希望為突如其來的醫療費用發愁。我們的基本計劃涵蓋公立醫院符合條件的住院治療，以及某些門診服務，例如看全科家庭醫生。不過，視具體治療情況而定，仍可能存在賠償上限、免責條款或自付費用。

8. Ms Lu · turn 8

   聽起來還不錯。對了，我媽媽一直有牙疼和高血壓的老毛病。她在澳洲期間可能需要看牙醫，也有可能需要去看專科醫生。這些費用包括在基本保險裡面嗎？

   Sounds quite good. By the way, my mother has long suffered from toothaches and hypertension. She might need to see a dentist or a specialist while she's in Australia. Are these expenses covered under the basic plan?

9. Insurance Consultant · turn 9

   Some dental procedures, including eligible dental surgery, may be covered under the policy. A number of other medical procedures are covered as well, including certain heart and eye procedures and emergency treatment required after an accident. However, specialist consultations aren’t covered under the basic plan.

   部分牙科治療，包括符合條件的牙科手術，可能會包含在保單內。其他一些醫療程序也在承保範圍內，包括特定的心臟和眼科手術，以及事故後的緊急治療。但是，基本計劃並不涵蓋專科門診諮詢。

10. Ms Lu · turn 10

    那如果我媽媽因為高血壓需要看心臟科醫生，這個就要自己付錢，是嗎？如果是家庭醫生轉介她去看的，也是一樣嗎？

    So if my mother needs to see a cardiologist for her high blood pressure, she would have to pay out of her own pocket, right? Is it the same even if she's referred by a GP?

11. Insurance Consultant · turn 11

    Yes. Under the basic plan, the specialist consultation itself would generally be an out-of-pocket expense, even if your mother was referred by a GP. If specialist treatment is something you think she may need while she’s here, I’d suggest comparing the benefits under our mid-range and top-level policies before making a decision.

    是的。在基本計劃下，即使您母親持有全科醫生的轉介信，專科門診本身通常仍屬於自付費用。如果您認為她在澳洲逗留期間可能需要看專科醫生，我建議您在做決定之前，先對比一下中級和高級保單的各項福利。

12. Ms Lu · turn 12

    明白。那她的高血壓算不算已有疾病？因為她在來澳洲之前就已經有這個問題了。我有點擔心，如果她真的因為血壓太高需要住院，保險公司會不會拒絕賠償？

    I see. Would her hypertension be considered a pre-existing condition? Because she already had this issue before coming to Australia. I'm a bit concerned that if she really needs to be hospitalised due to high blood pressure, the insurance company might deny the claim?

13. Insurance Consultant · turn 13

    That’s an important point. A medical condition that existed before the policy commenced may be regarded as a pre-existing condition. Different waiting periods and exclusions can apply, so I wouldn’t want to tell you that every expense related to your mother’s hypertension would automatically be covered. We would need to check the policy conditions and, in some cases, her medical history.

    這一點非常關鍵。在保單生效前已經存在的健康狀況可能會被視為已有疾病（既往症）。保單可能會適用不同的等候期或免責條款，因此我不能向您保證與您母親高血壓相關的所有費用都會自動獲得報銷。我們需要查閱具體的保單條款，在某些情況下甚至需要審查她的病史。

14. Ms Lu · turn 14

    好的，那我買之前一定要看清楚。我爸爸倒是沒有甚麼長期疾病，不過他們兩個都六十多歲了。如果突然發生意外，比如跌倒受傷，需要叫救護車去醫院，救護車的費用也包括嗎？

    Okay, I'll definitely check carefully before purchasing. My father doesn't have any chronic illnesses, but both of them are in their sixties. If an unexpected accident occurs, such as a slip and fall, and they need an ambulance to hospital, is the ambulance cost covered?

15. Insurance Consultant · turn 15

    Emergency ambulance transport is included under some of our policies, but the conditions and benefit limits vary between plans. That’s actually one of the areas where I’d recommend checking the product information carefully, because ambulance services can be quite expensive if you aren’t adequately covered.

    我們部分保單包含緊急救護車運送服務，但各個計劃的條件和賠償限額有所不同。這確實是我建議您仔細核對產品說明書的重點之一，因為如果沒有足夠的保險覆蓋，救護車服務的費用可能會非常昂貴。

16. Ms Lu · turn 16

    我知道了。那如果他們只是普通感冒或者身體不舒服，需要去看家庭醫生，是不是可以直接拿保險卡去診所，不用自己先付錢？

    I understand. If they just have a common cold or feel unwell and need to see a GP, can they simply present their insurance card at the clinic without having to pay upfront?

17. Insurance Consultant · turn 17

    Not necessarily. It depends on whether the medical provider has a direct-billing arrangement with us. At some clinics, the provider may bill the insurer directly. At others, your parents may need to pay the consultation fee upfront, keep the receipt and then submit a claim for the eligible amount.

    不一定。這取決於該醫療機構是否與我們簽訂了直接結算（direct-billing）協議。在某些診所，醫生會直接向保險公司收費；而在其他診所，您的父母可能需要先行墊付看診費，保留收據，然後再向我們提交理賠申請以領取相應報銷金額。

18. Ms Lu · turn 18

    原來如此。那申請理賠麻煩嗎？需要寄文件給你們，還是可以在網上辦？

    I see. Is the claims process troublesome? Do we need to mail documents to you, or can it be done online?

19. Insurance Consultant · turn 19

    Most claims can be lodged online through our website or mobile app. They’ll generally need to provide the receipt and, depending on the treatment, we may also ask for an itemised invoice or other supporting documents. I’d recommend keeping copies of all medical receipts while they’re travelling.

    大多數理賠都可以通過我們的網站或手機應用程式在線上提交。通常只需提供收據；視具體治療而定，我們可能還會要求提供費用明細單或其他證明文件。我建議他們在旅途中妥善保存所有醫療收據的副本。

20. Ms Lu · turn 20

    好的。最後我想知道一下保險費要怎麼付。是不是需要我親自到你們的門市付款？還是可以直接轉賬給你們？

    Okay. Lastly, I'd like to know how premiums are paid. Do I need to pay in person at your branch, or can I transfer the money directly?

21. Insurance Consultant · turn 21

    We offer a variety of payment options. You can pay online, over the telephone, by bank transfer, or at the counter at one of our local branches. Depending on the policy, you may also be able to pay the full premium upfront rather than making monthly payments.

    我們提供多種付款方式。您可以在線支付、通過電話支付、銀行轉賬，或者在我們當地的任何一家分行櫃檯付款。根據保單類型，您也可以選擇一次性付清全部保費，而不用按月扣款。

22. Ms Lu · turn 22

    如果他們只待兩個月，那我可以只買兩個月的保險嗎？萬一他們臨時決定多留幾個星期，可以再延長嗎？

    If they're only staying for two months, can I just buy two months of insurance? If they make a last-minute decision to stay a few weeks longer, can it be extended?

23. Insurance Consultant · turn 23

    Yes, you can arrange cover for the period they expect to be in Australia. If their travel plans change, contact us before the policy expires and we can check whether the cover can be extended. It’s important not to allow the policy to lapse, otherwise there could be a period when they’re uninsured.

    可以的，您可以按照他們預計在澳洲逗留的時間來安排保險。如果他們的旅行計劃有變，只需在保單到期前聯繫我們，我們就可以確認是否能夠延長保期。最重要的是不要讓保單過期失效，否則可能會出現沒有保險保障的空檔期。

24. Ms Lu · turn 24

    明白了。今天一下子聽了很多資料，我還是想回去跟父母商量一下，再仔細比較三種保險的保障範圍。

    Understood. That's a lot of information to take in all at once today. I'd still like to go back, discuss it with my parents, and compare the coverage of the three tiers carefully.

25. Insurance Consultant · turn 25

    Of course. There’s no need to make a decision today. Here’s a bilingual brochure that explains the three levels of cover, the main exclusions, waiting periods, benefit limits and the different payment options. I’d suggest reading the Product Disclosure Statement as well before you purchase a policy.

    當然可以，今天完全不需要匆忙作決定。這是一份雙語手冊，裡面詳細解釋了三個保障級別、主要免責條款、等候期、賠償限額以及各類付款方式。我也建議您在購買保單前仔細閱讀《產品披露聲明》（PDS）。

26. Ms Lu · turn 26

    太好了，我現在先看一下。如果還有甚麼問題，我再來向您請教。謝謝您今天解釋得這麼詳細。

    That's great, I'll take a look at it now. If I have any more questions, I'll come back and ask. Thank you very much for explaining everything in such detail today.

27. Insurance Consultant · turn 27

    You’re very welcome. Take your time going through the information, and if anything isn’t clear, please feel free to contact us. I hope your parents have a safe and enjoyable trip to Australia.

    不用客氣。請您慢慢查閱這些資料，如果有任何不清楚的地方，歡迎隨時與我們聯繫。祝您的父母有一趟平安愉快的澳洲之旅。

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