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Jetstar Jetstar

Frequently Asked Questions

NOTE: The information provided below is not exhaustive and may be subject to change from time to time. We recommend that you refer to your certificate of insurance, together with combined product disclosure statement and policy wordings for details about the terms, conditions and exclusions of your policy.

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:

https://covid19.homeaffairs.gov.au/

https://www.smartraveller.gov.au/

https://www.australia.gov.au/#state-and-territory-government-information

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.

What is Jetstar Travel Insurance?

Exclusively designed for Jetstar passengers, Jetstar Travel Insurance provides you protection from unexpected events during your trip. Our products are designed to cover you for domestic or overseas trips. A list of products and their benefits can be accessed by clicking here

When does my cover commence?

For all plans, cancellation coverage begins on the date your certificate is issued. All other covers begins when you leave your home or place of departure to start your trip and ends when you return home or on the end date shown on the policy certificate, whichever is sooner.

Note: If you purchased Jetstar Travel Insurance with your one way Jetstar flight, your cover terminates on either 13 days (Essentials)/15 days (Essentials Plus/Premium) from the travel commencement date shown on the Certificate of Insurance or on the date you depart the sovereign territory of your Jetstar ticketed destination, whichever is sooner.

Can I be covered for a change of mind?

No coverage will be provided for claims arising from you or your travelling companion changing your mind and deciding not to proceed with your original trip.

Can I be covered for an error I made in my booking?

No coverage will be provided for claims arising from additional expenses or fees arising from errors or omissions made by you (or on your behalf) in the process of booking your trip.

Can my policy cover me because of my work interfering with my travel plans?

No coverage will be provided in connection with cancellation or disruption to travel in connection with you or your travelling companion's business or employment, including but not limited to, not being able to take leave from that employment. This will not however apply when you are retrenched from your usual full time employment in Australia.

Does the 14 day cooling off period apply to my travel tickets?

There is no cooling off period for the purchase of your travel tickets with Jetstar. The 14 day cooling off period is only for your travel insurance policy where you may return the Policy to us within 14 days of purchasing, provided that no claim has arisen and your travel has not commenced. If this is the case, AIG will cancel the Policy and give you a full refund of premium.

Am I covered for business trips?

There is a policy exclusion for claims arising from any business commitment, financial or contractual obligation. This applies to both yourself or any Travelling Companion or Relative, unless the claim is the result of your being retrenched from your usual full time employment in Australia

What if I have a pre-existing medical condition?

You can still purchase Jetstar Travel Insurance if you have a pre-existing condition. However, it is important to note that your Pre-Existing Condition(s) are generally not covered unless you have been successful in applying to have your condition(s) covered. For information regarding pre-existing medical conditions, including a list of condition(s) which are automatically covered, please click here.

In addition you can apply for cover for your pre-existing medical conditions, under an alternative range of AIG comprehensive travel insurance products, which are available by clicking here.

Am I covered if I'm pregnant?

Pregnancy or childbirth is not covered except for:
(i) related complications before the 26th week of pregnancy, or
(ii) childbirth before the 26th week of pregnancy which the childbirth was accelerated by accidental Injury.

Jetstar Domestic Travel Insurance

These products are for Domestic trips throughout Australia only and have a maximum duration of 30 days.

For a comparison of all domestic policies, click here. For detailed information about the benefits, exclusions, and the circumstances under which, and times when, the benefits are provided and the process for making a claim please read the full Policy Wording and Product Disclosure Statement.

All benefits and benefit amounts shown are per Insured Person and are payable in Australian Dollars. In some cases sub-limits apply or the benefits may not be available to you.

Jetstar International Travel Insurance

All policies have a maximum trip duration of 12 months except the Trans-Tasman policy which has a maximum trip duration of 30 days.

Please refer to the Destination exclusions for a list of countries which are not covered. For a comparison of all international policies, click here.

For detailed information about the benefits, exclusions, and the circumstances under which, and times when, the benefits are provided and the process for making a claim please read the full Policy Wording. All benefits and benefit amounts shown in this Policy are per Insured Person limits payable in Australian Dollars. In some cases sub-limits apply or the benefits may not be available to you.

Who is eligible?

To be eligible for international cover under Jetstar Essentials, Essentials Plus, and Premium for International trips you must be:

·         Either an Australian citizen or Australian permanent resident; and

·         Intended to return to Australia on completion of the Travel unless otherwise agreed in writing by us; and

·         Aged under 60 years at the date of departure for your Trip for an Essentials policy; OR

·         Aged under 70 years at the date of departure for your Trip for Essentials Plus and Premium policies,

To be eligible for cover to New Zealand under Jetstar Trans-Tasman travel insurance you must be:

·         Either an Australian citizen or Australian permanent resident, and

·         Aged under 80 years at the date of departure for your Trip; and

·         Intended to return to Australia on completion of the Travel unless otherwise agreed in writing by us.

Where can I buy Jetstar Travel Insurance?

You can purchase Jetstar Travel Insurance as part of your flight booking or through Manage my Booking on jetstar.com. Alternately, click here to purchase Jetstar Travel Insurance after you have purchased your flights.

What should I do if I did not receive my Jetstar Travel Insurance Certificate?

If you did not receive your Jetstar Travel Insurance Certificate, either email us by clicking here or call us on 1800 257 504 8am - 6pm EST. Make sure to have your Policy Number (if available), Full Name, Flight Booking Number, Travel Dates, Date of Purchase and E-mail Address so that we can assist you as quickly as possible.

Where can I get the full Policy Wordings of my Jetstar Travel Insurance Policy?

You will receive a copy of your policy wording as well as your certificate of insurance via email once you purchase your Jetstar Insurance. The full policy wording of each Jetstar Travel Insurance Policy are also available to download via the 'Download PDS' buttons on the policy benefits page.

Can I cancel my Jetstar Travel Insurance Policy and get a refund?

If you change your mind or decide that the product doesn't meet your needs, you can cancel your policy within 14 days of purchasing, provided that no claim has arisen and your travel has not commenced. AIG will cancel the policy and give you a full refund of premium. After 14 days, we will not refund any part of the premium.

Can AIG make changes to the dates of the travel or the name of the travellers on my travel tickets?

AIG has no access to make changes to your travel tickets. However, Jetstar may ask you to pay additional costs to make such changes. Some changes may covered by your insurance policy taken out with AIG. For further details of coverage, please refer to your policy wordings or call the AIG policy enquiry line on 1800 257 504 between 8am to 6pm AEST (closed on weekends and public holidays).

Can AIG cancel my flight tickets?

AIG has no access to cancel your travel tickets. If you require assistance on this, please contact Jetstar on 131 538.

How can I make a claim?

If you need to make a claim, click here.
For any enquiries in relation to entitlement to claim under your policy, contact AIG for assistance on:
Tel: 1800 257 504
8 am - 6 pm AEST Monday to Friday

My insurance policy was not taken up with Jetstar or underwritten by AIG but I have been informed to call AIG to submit my losses.

Jetstar has been appointed by AIG under ASIC Corporations (Basic Deposit and General Insurance Product Distribution) Instrument 2015/682 as a distributor in order to distribute this insurance product issued by AIG. If your insurance was not taken through AIG, then please refer back to your certificate of insurance for the correct insurance underwriters whom you may need to call for your insurance enquiries.

Can AIG reimburse me immediately for my losses?

If you have incurred a loss, AIG can't immediately reimburse you for the losses you have incurred. All losses are subject to a review by our claims department who will require written submission of your losses. This will require you to complete a claim form that you can download here, together with any supporting documents relating to your loss. Only after that will a decision be made as to whether cover will be provided.


Jetstar

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Insurance products and services are provided by AIG Australia Limited, ABN 93 004 727 753, AFSL 381686, trading in Australia as AIG.
Jetstar Airways Pty Ltd, ABN 33 069 720 243 (Jetstar), is an authorised distributor of AIG in arranging this insurance.
Jetstar is not authorised to provide any advice, opinion or recommendation regarding insurance or to bind any person on behalf of AIG.
You should read and consider the Product Disclosure Statement and note the limitations and exclusions in the policy, in light of your personal circumstances, prior to making any decision to acquire the product.