If you are purchasing a new policy on or after 01 November 2020, please be aware that certain coverages, including those that relate to Coronavirus (COVID-19), will not be available to you. Due to the widespread media reports of COVID-19, and the World Health Organization (WHO) announcement declaring COVID-19 a pandemic, COVID-19 is a foreseen or known event and certain exclusions will apply. Please read the details here.
Am I covered if I contract COVID-19?
If you contract and are diagnosed with COVID-19 after the purchase of an individual leisure travel insurance policy and prior to departure, you will be covered for trip cancellation, provided you have a valid, confirmed and documented diagnosis at the time of departure.
If you contract and are diagnosed with COVID-19 while on a covered trip, you will be covered for additional expenses, provided you have a valid, confirmed and documented diagnosis and provided your trip was not in conflict with any state, territory or federal government or health authority travel advisory, restrictions or warnings.
However, such coverage is always subject to you meeting all other terms and conditions of your policy.
What if I am waiting on test results?
If you are waiting on COVID-19 test results and your travel plans are impacted or you cannot travel at your scheduled departure time we suggest that you contact your travel providers to discuss your options.
If you intend to lodge a claim while waiting on test results such claim will be considered on its merits, taking into account the individual circumstances of the claim and the terms and conditions of the policy.
What happens if I have a trip booked and the Government closes state or territory borders?
If you can no longer travel to your scheduled destination due to State, Territory or Federal government or health authority travel advisories, restrictions or warnings, you will not be covered for trip cancellation. Please refer to the General Exclusions in the relevant Policy Wording which excludes cover for “any claim arising from travel restrictions due to government orders, advisories, regulations, directives or border closures.” If you are unable to travel due to travel restrictions or border closures, we suggest you contact your travel providers to discuss your options.
How do I know what the current travel advisories, restrictions and warnings are?
For information relating to travel restrictions within Australia and departing from Australia, please visit the following sites:
If I rebook my covered trip for later in the year, can I apply the travel insurance premium from my original trip to the rebooked trip?
If you have not yet begun your trip you can modify your insurance policy and apply the entire premium paid to a new booked trip. Your new premium will be calculated based on the details of your rebooked trip. If the new premium is greater than your original premium, there will be additional premium charged. Please note that once you modify your policy, you will not be able to file a claim against the cover provided under the policy for the original trip.
I have upcoming travel. Will I be able to cancel my trip and be reimbursed?
It depends on the reason why you need to cancel your travel. Please read the Product Disclosure Statement and Policy Wording for terms and conditions. This document outlines what is covered and also exclusions that apply. If you are unsure about coverage please contact our Customer Service Team who can provide you with details on coverage.
Can I cancel my insurance and get my premium refunded?
You are eligible for a refund of your premium if you meet all of the following conditions:
• You request a refund within 14 days of purchasing your policy; after this 14-day period, the premium is non-refundable
• You have not started your trip, and
• You have not filed a claim.