From 19 April 2021, the trans-Tasman travel 'bubble' or 'green zone' between Australia and New Zealand will be fully operational. That means you will be able to travel quarantine-free between either country, subject to the following criteria:
You do not need to be vaccinated against COVID-19 to travel within the trans-Tasman bubble. But you should be prepared for the possibility of travel being disrupted or suspended if there are cases of community transmission in either country. You can monitor the status of the travel bubble via the Australian Government Department of Home Affairs.
Travel Insurance
Ski Insurance can be purchased for upcoming travel in Australia and within the trans-Tasman bubble to New Zealand. BUT COVER IS EXCLUDED FOR COVID-19. All of our policies have a general exclusion relating to epidemics and pandemics. Therefore, regardless of when you purchased your policy and the destination to which you are travelling, it is unlikely that any claim arising due to the Coronavirus will be covered.
USEFUL TRAVEL RESOURCES
On 25 March 2020, the Australian Government put a travel ban in place.
"We now advise all Australians: do not travel overseas at this time. This is our highest advice level (level 4 of 4).
If you are already overseas and wish to return to Australia, we recommend you do so as soon as possible by commercial means.
Regardless of your destination, age or health, our advice is do not travel at this time.
As more countries close their borders or introduce travel restrictions, overseas travel is becoming more complex and difficult. You may not be able to return to Australia when you had planned to. Consider whether you have access to health care and support systems if you get sick while overseas. If you decide to return to Australia, do so as soon as possible. Commercial options may become less available."
Emergency Contacts
It is always our priority to assist our customers when they need help. If you are overseas and have contracted the Coronavirus or have developed symptoms, please contact our 24/7 Emergency Assistance team on listed on this page.
Our 24/7 Emergency Assistance provider are receiving a high number of enquiries from people who are not in an emergency medical situation. We will all get through this situation by working together and prioritising people who are sick, injured and vulnerable. Please do not call this line if you are not in a medical emergency.
Policy coverage position
Our policies contain an exclusion relating to an epidemic or pandemic.
Therefore, regardless of when you purchased your policy and the destination to which you are travelling:
Why is there a general exclusion for pandemics and epidemics?
We understand that this is a difficult and stressful time for our customers. It is extremely difficult to assess and predict the scope and severity of wide-reaching catastrophic global events like pandemics, epidemics, or the outbreak of war. We do continue to assess all claims on a case-by-case basis, even with the general exclusion in place.
Can I still make a claim if you have an exclusion in your policy?
If you suffer a loss, you are still entitled to lodge a claim. Please do this through our online claims process. Every claim is assessed individually on a case-by-case basis by our claims team, and we will consider the policy wording and personal circumstances. Before and during the claims process, you can ask our claims team questions regarding your claim if you are unsure of what documents you need to provide. If, after your claim has been assessed, you are unhappy with the outcome, you can make a complaint, and will reconsider your claim in accordance with our Complaints Policy.
Your duty to mitigate costs
Your policy requires you to mitigate your costs. If your travel has been affected, we recommend you contact your travel agent, airline and accommodation provider as soon as possible if you would like to amend your travel plans. Some airlines, accommodation and tour providers have announced they are offering refunds and rescheduling.
Some airlines have announced they are offering refunds, and some are even offering to waive cancellation fees. Some hotel providers have issued statements that they will offer free cancellations on all bookings in countries affected by the coronavirus.
For historical Coronavirus travel alerts, please visit this page.
We are aware that a volcano in the Philippines near the capital Manila has erupted, prompting the evacuation of thousands of people and the cancellation of flights.
The Philippines Institute of Volcanology and Seismology has raised its alert level to 4 out of 5 — meaning "hazardous explosive eruption is possible within hours to days".
We advise all customers who are travelling to, or are already in the affected areas, to take care and please do not hesitate to contact our emergency service if you require assistance.
We also urge all travellers to remain up-to-date with the latest travel advice for the Philippines from Smartraveller.
The following information concerns policyholders whose travel arrangements have been affected by this event.
If you are currently travelling:
If you haven't departed yet:
If you have not yet departed, your policy may include cover for cancellation of your journey, or the unused portions of your journey, if directly affected as a result of the volcanic eruption. We do not cover for change of mind.
If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a direct result of the volcanic eruption, and you have not yet departed, you may have provision claim for cancellation or rearrangement of your journey (whichever is the lesser).
We recommend you contact your travel agent/travel provider, regarding the best option in altering your trip. Some travel providers may provide penalty-free options to amend travel arrangements, and we recommend you contact them for further details.
Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 12AM on the 12 January 2020, we would expect that this was done with an awareness of this event. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the volcanic eruption.
In the event of a claim covered by your policy, you must take all reasonable steps to mitigate your out-of-pocket expenses, particularly when altering your trip arrangements (including seeking compensation from any travel service providers), and provide all supporting documentation related to expenses incurred.
We are aware of an active measles outbreak in a number of Pacific countries, including Samoa, American Samoa, Tonga, Fiji and New Zealand.
- The Government of Samoa declared a one-month state of emergency on 15 November.
- The Tonga Ministry of Health declared a measles outbreak on 22 October.
- The Fiji Ministry of Health declared a measles outbreak on 7 November.
- The New Zealand outbreak is largely concentrated around Auckland.
We advise all customers who are travelling to, or are already in the affected areas, to take care and please do not hesitate to contact our emergency service if you require assistance.
We urge all travellers to remain up-to-date with the latest travel advice for Samoa, Tonga, Fiji and New Zealand, and to refer to the information provided on the Smartraveller Pacific Measles outbreak page.
The following information concerns policyholders whose travel arrangements have been affected by this event.
If you are currently travelling:
If you have started your journey your journey has been affected due to the measles outbreak, there may be provision to claim for reasonable additional travel, accommodation and meal expenses. All claims will be assessed on a case by case basis.
We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements, and we recommend you contact them for further details.
Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement (PDS) and Certificate of Insurance you received when you purchased your travel insurance.
If you haven't departed yet:
If you have not yet departed, your policy includes cover for cancellation of your journey, or the unused portions of your journey, if directly affected as a result of the measles epidemic. We do not cover for change of mind.
If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a direct result of the measles epidemic, and you have not yet departed, you may have provision claim for cancellation or rearrangement of your journey (whichever is the lesser).
We recommend you contact your travel agent travel provider regarding the best option in altering your trip. Some travel providers may provide penalty-free options to amend travel arrangements, and we recommend you contact them for further details.
Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 9AM on the 6th December 2019, we would expect that this was done with an awareness of this event. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with measles epidemic.
In the event of a claim covered by your policy, you must take all reasonable steps to mitigate your out of pocket expenses, particularly when altering your trip arrangements (including seeking compensation from any travel service providers), and provide all supporting documentation related to expenses incurred.
We are aware of the impact of protests, rioting and a state of emergency which is currently affecting areas of Chile. The unrest was sparked by increased metro fares and has broadened to reflect concerns over inequality and high living costs.
A state of emergency and night-time curfews have been declared by the government. The military has been deployed in several cities, with protestors and rioters subject to live rounds of ammunition, tear gas and water cannons. Subway and other public transport services have been suspended.
We advise all customers who are travelling to, or are already in the affected areas, to take care and please do not hesitate to contact our emergency service if you require assistance.
We urge all travellers to remain up-to-date with the latest travel advice for Chile from Smartraveller.
The following information concerns policyholders whose travel arrangements have been affected by this event.
If you are currently travelling:
If you have started your journey and your transport is delayed or cancelled or your accommodation is affected due to protests or rioting, there may be provision to claim for reasonable additional travel, accommodation and meal expenses.
We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements, and we recommend you contact them for further details.
Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement (PDS) and Certificate of Insurance you received when you purchased your travel insurance.
If you haven't departed yet:
If you have not yet departed, your policy includes cover for cancellation of your journey, or the unused portions of your journey, if directly affected as a result of the protests and rioting. We do not cover for change of mind.
If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a direct result of protesting and rioting and you have not yet departed, you may have provision claim for cancellation or rearrangement of your journey (whichever is the lesser).
We recommend you contact your travel agent travel provider regarding the best option in altering your trip. Some travel providers may provide penalty-free options to amend travel arrangements, and we recommend you contact them for further details.
Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 9AM on the 21st October 2019 we would expect that this was done with an awareness of this event. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with protests in Chile.
Stay safe, follow instructions from authorities and monitor the media closely.
In the event of a claim covered by your policy, you must take all reasonable steps to mitigate your out of pocket expenses, particularly when altering your trip arrangements (including seeking compensation from any travel service providers), and provide all supporting documentation of the event and expenses incurred.
By reasonable we mean appropriate and consistent—for example, if you have been using two-star or budget accommodation on your trip to date, then we advise that the replacement accommodation you seek should be of a similar standard. For any questions, please contact our Customer Service.
We encourage you to follow the Department of Foreign Affairs and Trade (DFAT) current travel advice for Chile and register your details with Smartraveller.
We are aware of the impact of Typhoon Hagibis, which is currently affecting areas of Japan. The Japanese Meteorological Agency has forecast landfall on the Pacific Coast between Saturday and Sunday with torrential rains, high waves and tides, and potential flooding.
Airline and train services have announced suspended services. The expected impacts are such that organisers of the 2019 Rugby World Cup decided to cancel at least two matches scheduled to be played over the weekend.
We advise all customers who are travelling to, or are already in the affected areas, to take care and please do not hesitate to contact our emergency service if you require assistance. We urge all travellers to remain up-to-date with the latest travel advice for Japan from Smartraveller.
If you are currently travelling:
If you are currently travelling and are in need of emergency assistance please call our emergency service.
If you have started your journey and your transport is cancelled, delayed, or diverted; or your accommodation is affected as a direct result of the typhoon, there may be provision to claim for reasonable additional travel, accommodation and meal expenses.
If you haven’t departed yet:
If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a direct result of the typhoon and you have not yet departed, you may be able to claim for cancellation or rearrangement of your journey (whichever is the lesser).
We recommend you contact your travel agent travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details.
Claims information:
Cover is only available for Typhoon Hagibis if you purchased a policy before 9am on Thursday 10th October 2019 (AEDT). This is because our travel insurance policies do not cover claims for losses caused by an event that you were aware of at the time of purchasing your policy.
If you entered a policy after 9am on Thursday 10th October 2019 (AEDT), we would expect you would have done so with an awareness of Typhoon Hagibis in Japan. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the typhoon.
In the event of a claim covered by your policy, you must take all reasonable steps to reduce the cost of the claim and provide all supporting documentation of the event and expenses incurred. For any questions, please contact Customer Service.
We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.
We are aware that Typhoon Faxai, may have an impact on Skiinsurance policyholders, particularly those travelling to and from airports in the Tokyo area.
Typhoon Faxai, one of the strongest typhoons to hit the coastal city of Chiba on Monday morning brought heavy rain and winds. The storm then moved over Tokyo metropolitan area paralysing transport, including rail services to Narita International airport.
We advise all customers who are travelling in and around the affected areas to take care during the current weather event, and please do not hesitate to contact our emergency service if you require assistance. We urge all people to remain up to date with the latest media advice.
The following information concerns policyholders whose travel arrangements have been affected by this weather event.
If You Are Currently Travelling:
If You Haven't Departed Yet:
Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 8am 9th September 2019 we would expect that this was done with an awareness of this weather event. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the Japan Typhoon.
Next Steps You Should Take
In the event of a claim covered by your policy, you must take all reasonable steps to mitigate your out of pocket expenses, particularly when altering your trip arrangements (including seeking compensation from any travel service providers), and provide all supporting documentation of the event and expenses incurred. By reasonable we mean appropriate and consistent—for example if you have been using two star or budget accommodation on your trip to date, then we advise that the replacement accommodation you seek should be of a similar standard.
Australians travelling in Japan are encouraged to plan accordingly. We encourage you to follow Department of Foreign Affairs and Trade (DFAT) current travel advice for Japan and register your details with Smarttraveller.
We are aware of protests that have effectively shut down Hong Kong Airport. This has resulted in several flights being cancelled. We advise all of our customers transiting through or travelling to Hong Kong to check with their airlines for latest flight information. If you require any emergency assistance, please contact us as soon as possible.
The following information concerns those affected by the events at Hong Kong airport and who purchased their policy within dates where cover was available.
If you are currently travelling:
If you have started your journey and your transport is delayed or cancelled or your accommodation is affected due to the events at Hong Kong airport, there may be provision to claim for reasonable additional travel, accommodation and meal expenses.
Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance.
If you haven't departed yet:
If you have not yet departed, your policy includes cover for cancellation of your journey, or the unused portions of your journey, as a result of the events at Hong Kong airport.
If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the events at Hong Kong airport, and you have not yet departed, you may be able to claim for cancellation or rearrangement of your journey (whichever is the lesser).
We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details.
Claims information:
In the event of a claim covered by your policy, you must take all reasonable steps to reduce the cost of the claim and provide all supporting documentation of the event and expenses incurred. To lodge a claim, please click here. For further information, please contact customer service.
Our policies do not cover claims for losses caused by an event that you were aware of at the time of purchasing your policy. If you entered a policy after the time noted above, we would expect you would have done so with an awareness of the unrest in Hong Kong. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with protests and resulting events at Hong Kong airport.
Please contact your airline for any information regarding travel delays:
You can also visit Smartraveller.gov.au for updated information.
We are aware of an earthquake that struck the resort region of Bali, Indonesia, just after 8am local time (10am AEST). The media are reporting that damage to buildings is isolated, and that no fatalities have occurred. No tsunami warning has been issued at this stage.
We advise all customers who are travelling to or are already in the affected areas to take care and please do not hesitate to contact our emergency service if you require assistance. We urge all travellers to remain up-to-date with the latest travel advice from Smartraveller.
If you are currently travelling:
If you are currently travelling and are in need of emergency assistance please call (+) 61 2 8776 3010. If you have started your journey and your transport is cancelled, delayed, or diverted; or your accommodation is affected as a direct result of the earthquake, there may be provision to claim for reasonable additional travel, accommodation and meal expenses.
If you haven't departed yet:
If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the Bali earthquake and you have not yet departed, you may have provision to claim for cancellation or rearrangement of your journey (whichever is the lesser).
We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details.
Claims information:
Cover is only available for the Bali earthquake if you purchased a policy before Midday Tuesday 16th July 2019 (AEST).
This is because our travel insurance policies do not cover claims for losses caused by an event that you were aware of at the time of purchasing your policy.
If you entered a policy outside of the covered time periods, we would expect you would have done so with an awareness of the earthquake in Bali. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the Bali earthquake dated 16th July 2019.
In the event of a claim covered by your policy, you must take all reasonable steps to reduce the cost of the claim and provide all supporting documentation of the event and expenses incurred. For any questions, please email [email protected].
We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.
On 28 September 2018, a 7.5 magnitude earthquake and subsequent 18-foot tsunami hit Central Sulawesi leaving Palu and the surrounding area devasted. The media are advising that well above 800 people have died in this tragic event. Our heart-felt thoughts go out to all those individuals and families that have been affected.
Communications and transport infrastructure in the Palu area have been paralysed. Australians wishing to depart the area should check with their local travel provider, monitor media and follow the instructions of local authorities. The level of advice from the Department of Foreign Affairs and Trade (DFAT) remains. Exercise a high degree of caution in Indonesia, including Bali and southern Lombok. Reconsider your need to travel to northern Lombok, the Gili Islands and Central Sulawesi and Papua provinces. Please visit the Smart Traveller website to stay up to date with the latest advice issued by DFAT.
If you are in Indonesia and need emergency assistance, please call us on (+) 61 2 8776 3010.
We are aware that an earthquake has struck on the island of Lombok in Indonesia which may have an impact on policyholders travelling to the area. Our sympathies and thoughts go out to all those affected by this.
We advise all customers who are travelling to or are already in the affected areas to take care and please do not hesitate to contact our emergency service if you require assistance. We urge all travellers to remain up to date with the latest travel advice from Smartraveller.
If you are currently travelling:
If you haven't departed yet:
• If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the Lombok earthquake and you have not yet departed, you may have provision to claim for cancellation or rearrangement of your journey (whichever is the lesser).
• We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details.
Claims information:
In the event of a claim covered by your policy, you must take all reasonable steps to reduce the cost of the claim and provide all supporting documentation of the event and expenses incurred. For any questions, please contact Customer Service via email [email protected].au.
We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.
We wish to further update customers about Mount Agung in Bali. The volcano continues to erupt intermittently and there is an volcanic ash cloud that is causing some disruption to flights.
Please note that our policy continues to EXCLUDE COVER FOR MOUNT AGUNG VOLCANO. This has been in place since November 22nd Midday,(AEST), 2017.
Cover is only available for Mount Agung If you purchased a policy before 10am 16th September 2017 (AEST) or between 9am 6th November and midday 22nd November 2017: The reason this is in place is because our policies do not cover claims for losses caused by an event that you were aware of at the time of purchasing your policy.
If you entered a policy during the times noted above, we would expect you would have done so with an awareness of the heightened volcanic activity. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the Mt Agung volcanic ash cloud. Please refer to all the travel alerts below for further information.
The Kilauea Volcano on Hawaii has erupted and we are closely monitoring events.
Volcanic ash is a serious safety concern for aircrafts, and airlines are monitoring the situation closely. For a full list of affected flights, please check with your airline.
Qantas: 13 13 13; +62 21 25556300
Virgin: 13 67 89; +61 7 3295 2296
The following information concerns those affected by the volcanic activity cloud that purchased their policy within dates where cover was available.
If you are currently travelling:
• If you have started your journey and your transport is delayed or cancelled or your accommodation is affected due to Kilauea volcanic activity, there may be provision to claim for reasonable additional travel, accommodation and meal expenses.
• Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance.
If you have not yet departed:
• If you have not yet departed, your policy includes cover for cancellation of your journey, or the unused portions of your journey, as a result of Kilauea volcanic activity.
• If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the Kilauea volcanic activity and you have not yet departed, you may be able to claim for cancellation or rearrangement of your journey (whichever is the lesser).
• We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details.
Claims Information
In the event of a claim covered by your policy, you must take all reasonable steps to reduce the cost of the claim and provide all supporting documentation of the event and expenses incurred. To lodge a claim, please click here. For further information, please contact customer service.
Our policies do not cover claims for losses caused by an event that you were aware of at the time of purchasing your policy. If you entered a policy after the time noted above, we would expect you would have done so with an awareness of the heightened volcanic activity. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the Kilauea Volcano or subsequent volcanic ash clouds.
Mt. Sinabung, Sumatra, Indonesia – Erupted on 13 January
Mt. Agung, Bali, Indonesia – Erupted on 16 January
Mt. Mayon, Philippines – Impending Eruption
As Mt. Sinabung has already erupted, and Mt. Mayon is experiencing an impending eruption, they are now known events. This means that we will treat any claims related to volcanic activity from policies purchased after 16 January 2018 as ‘foreseen’ and therefore not covered under a relevant insurance policy. Even so, if you would still like us to consider whether your loss is covered then please submit a claim.
For details on cover for Mt. Agung please refer the travel alerts below.
We wish to inform customers about an update on Mount Agung in Bali. The volcano continues to erupt intermittently. The latest eruption occurred on 16th January 2018 resulting in further Ash Clouds. Our policy continues to EXCLUDE COVER FOR MOUNT AGUNG VOLCANO. This has been in place since November 22nd Midday (AEST).
Cover is only available for Mount Agung If you purchased a policy before 10am 16th September 2017 (AEST) or between 9am 6th November and midday 22nd November 2017: The reason this is in place is because our policies do not cover claims for losses caused by an event that you were aware of at the time of purchasing your policy.
If you entered a policy during the times noted above, we would expect you would have done so with an awareness of the heightened volcanic activity. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the Mt Agung volcanic ash cloud. Please refer to all the travel alerts below for further information.
Updated Alert: 27th November 2017
Bali’s Mount Agung volcano has erupted for a second time causing disruptions to flights in and out of Bali.
Volcanic ash is a serious safety concern for aircrafts, and airlines are monitoring the situation closely. For a full list of affected flights, please check with your airline.
Qantas: 13 13 13; +62 21 25556300
Virgin: 13 67 89; +61 7 3295 2296
Jetstar: 13 15 38; +61 3 9645 5999
Garuda Air: +62 21 2351 9999
Tigerair: 1300 174 266; +61 7 3295 2104
The following information concerns those affected by the Mount Agung volcanic ash cloud that purchased their policy within dates where cover was available.
If you are currently travelling:
• If you have started your journey and your transport is delayed or cancelled or your accommodation is affected due to Mt. Agung volcanic activity, there may be provision to claim for reasonable additional travel, accommodation and meal expenses.
• Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance.
• If you have not yet departed, your policy includes cover for cancellation of your journey, or the unused portions of your journey, as a result of Mt. Agung volcanic activity.
If you have not yet departed:
• If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the Mt. Agung volcanic activity and you have not yet departed, you may be able to claim for cancellation or rearrangement of your journey (whichever is the lesser).
• We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details.
Claims Information
In the event of a claim covered by your policy, you must take all reasonable steps to reduce the cost of the claim and provide all supporting documentation of the event and expenses incurred. To lodge a claim, please click here. For further information, please contact customer service.
Our policies do not cover claims for losses caused by an event that you were aware of at the time of purchasing your policy. If you entered a policy during the times noted above, we would expect you would have done so with an awareness of the heightened volcanic activity. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the Mt Agung volcanic ash cloud.
Updated Alert: 22 November 2017
Mount Agung, Bali, Indonesia has begun erupting. There is still an exclusion zone in place with public activity prohibited within a proximity of 7.5 kilometres and 6 kilometres in some areas. No flights to or from Bali have been affected at this stage and Bali's international airport remains open. We are now issuing a cut-off time for new policies purchased for this known event.
For policies purchased after midday (AEST) on 22 November 2017 cover is not available for claims arising from any volcanic activity, including travel service disruptions due to ash cloud, as such events were not considered unforeseen at the time of purchase.
For policies purchased between 9am 6th November until midday (AEDT) on Wednesday 22 November 2017, cover is available where you have no option but to change your travel plans because your service provider cancels or restricts services as a result of any volcanic activity. Where your trip has not yet begun, cover is available for the lesser of rearrangement or cancellation costs.
We are monitoring the situation and will advise if and when this position changes.
The Department of Foreign Affairs and Trade (DFAT) is urging travellers to monitor local media, follow instructions from local authorities and contact airlines if the volcano does erupt.
From 6th November 9am AEST
Indonesian authorities lowered the volcano’s alert status one notch, to the second-highest alert level (level 3) on Sunday 29th October following a significant decrease in seismic activity. There is still an exclusion zone in place, however the radius has been reduced. Public activity is prohibited within a proximity of 7.5 km and 6 kilometres in some areas.
If you purchased a policy after 9AM AEDT on 6th November 2017 and experience travel disruptions directly relating to a change in volcanic activity or threat level, it will be considered a new, unforeseeable event with regard to cover under your travel insurance policy.
We are monitoring the situation and will advise if and when this position changes.
The Department of Foreign Affairs and Trade (DFAT) is urging travellers to monitor local media, follow instructions from local authorities and contact airlines if the volcano does erupt.
For policies purchased between 10:00AM (AEST) on 16th September 2017 and 9:00AM (AEST) on 6th November 2017 cover is not available for claims arising from any volcanic activity, including travel service disruptions due to ash cloud, as such events were not considered unforeseen at the time of purchase.
For further information please refer to our original alerts issues 16th September 2017
Please be advised that Virgin has cancelled flights between Australia, New Zealand and Samoa from the 13th of November 2017.
If you are currently travelling:
If you have started your journey and your flight between Australia and Samoa has been cancelled or delayed, there may be provision to claim for reasonable expenses incurred.
Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance.
Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy 9.00am NZDT Thursday 2nd November 2017: we would expect that this was done with an awareness of the Virgin flight cancellations. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the flight cancellations.
What next steps should you take?
You should take all reasonable steps to minimise your expenses and this includes rearranging your journey where possible. By reasonable we mean appropriate and consistent—for example if you have are looking for alternative travel arrangements to Apia you should attempt to book the same fare class as your original arrangement.
We will assess your claim under the terms and conditions of your travel insurance policy.
If you are claiming cancellation or additional expenses you will need to submit all documents showing what your original planned pre-paid arrangements were, along with any receipts and documents showing your new arrangements, and advice from the travel provider indicating the non-refundable portion of the journey.
Any compensation and/or refunds you receive from a third party (e.g. airline) for transport, food or accommodation will be deducted from any settlement if your claim is accepted.
Contact information for Virgin can be found here.
Indonesian authorities continue to watch and wait on the Volcano after having raised the alert recently. The Australian Foreign Office has latest advice here for tourists:
The advice has not changed since 16th September and they continue to recommend exercising a high degree of caution and to remain in touch with your travel and tour operators.
Latest media links here:
ABC - The BBC - The Bali Tourist Board
We understand many customers have questions on Bali and their Travel Insurance. Regarding your Travel Insurance policy, the following travel warning remains in place from 16th September 2017. Please read this below. We recommend you also keep a close eye on the foreign office DFAT website.
We are aware that an earthquake has struck near Mexico City which may have an impact on policyholders travelling to the area. If you are currently travelling and need emergency assistance please call (+) 61 2 8015 6261.
If you are currently travelling:
If you have started your journey and your transport is delayed or cancelled or your accommodation is affected as a direct result of the earthquake, there is cover to claim for reasonable additional travel, accommodation and meal expenses.
We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details.
Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance.
If you have not yet departed, your policy includes cover for cancellation of your journey, or the unused portions of your journey, as a result of the earthquake.
If you have not yet departed:
If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a direct result of the earthquake and you have not yet departed, you may be able to claim for cancellation or rearrangement of your journey (whichever is the lesser).
We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details.
Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 9AM (AEDT) on Saturday 19th September 2017 we would expect that this was done with an awareness of the earthquake. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the earthquake
We are aware that some flights in and out of Auckland have been cancelled or delayed due to the fuel shortage at Auckland Airport. Fuel supplies have been rationed and airlines are looking to refuel in Australia and elsewhere to keep long-haul services running. The following information concerns policyholders whose pre-paid travel arrangements have been affected by this event.
If you have been affected by the fuel shortage, there is cover for you to claim for any costs associated with re arranging your travel plans. This includes any costs incurred by you in rearranging connecting flights and/or altering any pre-paid accommodation and booking arrangements.
We will reimburse you the lessor of:
(a) the total value of your unused, prepaid travel costs; or
(b) the total value of your confirmed and reasonable additional alteration costs.
You should contact your travel provider in the first instance who may be able to assist you in keeping your additional costs to a minimum.
You will need to seek reimbursement directly from your airline for any loss associated with your original flight from or to Auckland affected by the fuel shortage.
Claims will be assessed in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.
Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you purchased your policy after 8AM (AEDT) on Saturday 17th September 2017 we would expect that this was done with an awareness of the current Auckland Airport Fuel Crisis. For these policies, we will not pay any claim arising from or in any way connected with flight delays, cancellations or disruptions caused by the fuel shortage.
You will still be covered for other unexpected events according to the terms and conditions of your policy.
Contact your airline or travel provider you booked with as you may be able to rebook your arrangements without extra costs.
Indonesia has raised the alert level for the Mount Agung volcano on the tourist island of Bali following an increase in volcanic and tectonic activity.
The National Disaster Mitigation Agency said that the alert has been raised from normal to vigilance.It warned against panic, saying there would be further increases in volcanic activity and changes to the alert level before an eruption.
Mt. Agung was active 99 times between August and September, says head of the Karangasem Regional Disaster Mitigation Agency (BPBD), Ida Bagus Ketut Arimbawa.
"It is true that for the past month there has been an increase in activity with small rumblings several times, but the condition of Mt. Agung is still normal. It's safe for climbers looking one, to two days ahead. But be careful and vigilant," Arimbawa told Tribun Bali.
As of today no flights have been reported cancelled and diverted. However in the future the airlines may cancel or divert future flights into and out of Denpasar
Volcanic ash is a serious safety concern for aircrafts, and airlines are to monitoring the situation closely. For a full list of affected flights, check the Virgin , Tigerair and Jetstar websites.
The following information concerns those affected by the Mt Agung volcanic activity.
We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances
If you are currently planning on travelling to Bali or due to fly home soon you should contact your airline as soon as possible. Here are some useful Airline contact details for you:
Qantas Airways: 13 13 13
Bureau of Meteorology - for the latest information about volcanic activity.
Please also check out various news sites for updates on the latest Volcanic Activity.
We are aware that an earthquake has struck off the coast of Mexico, and may have an impact on policyholders travelling to the area. If you are currently travelling and need emergency assistance please call (+) 61 2 8015 6261.
Please note we will assess all claims in accordance with the Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.
If you have started your journey and your transport is delayed or cancelled or your accommodation is affected as a direct result of the earthquake, there may be provision to claim for reasonable additional travel, accommodation and meal expenses.
Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance.
If you have not yet departed, your policy includes cover for cancellation of your journey, or the unused portions of your journey, as a result of the earthquake.
If you have not yet departed:
If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a direct result of the earthquake and you have not yet departed, you may be able to claim for cancellation or rearrangement of your journey (whichever is the lesser).
We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details.
Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 4pm AEST Friday 8th September 2017 we would expect that this was done with an awareness of the earthquake. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the earthquake.
We are aware that Hurricane Irma may have an impact on policyholders travelling to or from Florida.
We advise all customers who are travelling to or are already in the affected areas to take care during the current weather event, and please do not hesitate to contact our emergency service if you require assistance. We urge all people to remain up to date with the latest media advice.
The following information concerns policyholders whose travel arrangements have been affected by this weather event.
If you have been affected by this event there may be provision for you to claim for benefits provided by your Travel Insurance Policy. Claims will be assessed in accordance with your Product Disclosure Statement and may vary depending on the type of policy you purchased.
There is provision to claim for the forfeiture of any pre-booked travel arrangements that are cancelled due to this weather event, including accommodation, flights, tours, and other travel arrangements.
We recommend you contact your travel agent or travel provider regarding the best option in altering your trip.
If you’re currently travelling there is provision to claim for any reasonable additional travel and accommodation expenses if your scheduled or connecting transport is cancelled, delayed, shortened or diverted because of Hurricane Irma.
Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 10am (AEST) Wednesday 6th September 2017 we would expect that this was done with an awareness of Hurricane Irma. For these policies, we will not pay any claim caused by or arising from or in any way connected with Hurricane Irma.
We would firstly like to extend our sympathies to all those affected by the tragic event in Barcelona on the 18th of August 2017.
We encourage you to follow the advice issued by the Department of Foreign Affairs and Trade (DFAT) via its website. DFAT is urging Australians to follow local media for latest security information.
If you have been injured as a result of the attack in Barcelona, we can help. If you need medical advice or emergency medical assistance please contact our 24-hour Emergency Assistance team.
Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance.
We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.
We are aware that floods in Timaru may have an impact on policyholders travelling to or from Timaru.
We advise all customers who are travelling to or are already in the affected areas to take care during the current weather event, and please do not hesitate to contact our emergency service if you require assistance. We urge all people to remain up to date with the latest media advice.
The following information concerns policyholders whose travel arrangements have been affected by this weather event.
If you have been affected by this event there may be provision for you to claim for benefits provided by your Travel Insurance Policy. Claims will be assessed in accordance with your Product Disclosure Statement and may vary depending on the type of policy you purchased.
There is provision to claim for the forfeiture of any pre-booked travel arrangements that are cancelled due to this weather event, including accommodation, flights, tours, and other travel arrangements.
We recommend you contact your travel agent or travel provider regarding the best option in altering your trip.
If you’re currently travelling there is provision to claim for any reasonable additional travel and accommodation expenses if your scheduled or connecting transport is cancelled, delayed, shortened or diverted because of the flooding.
Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 5.30PM (AEST) 21st July 2017 we would expect that this was done with an awareness of the flooding. For these policies, we will not pay any claim caused by or arising from or in any way connected with the Timaru floods.
We are aware that some flights in and out of New Zealand have been cancelled due to severe weather conditions. The following information concerns policyholders whose travel arrangements have been affected by this event;
If you have been affected by this event there may be provision for you to claim benefits provided by your 1Cover Travel Insurance Policy. Claims will be assessed in accordance with your Product Disclosure Statement and may vary depending on the type of policy you purchased.
Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 2PM (AEST) on Wednesday, 12 July 2017 we would expect that this was done with an awareness of the current flight disruptions. For these policies, we will not pay any claim arising from or in any way connected with flight cancellations or disruptions caused by the inclement weather scheduled to fly in or out of New Zealand.
We would firstly like to extend our sympathies to all those affected by the tragic event in London on the 3rd of June 2017 (local time).
We encourage you to follow the advice issued by the Department of Foreign Affairs and Trade (DFAT) via its website. DFAT is urging Australians to follow local media for latest security information.
If you have been injured as a result of the attack in London, we can help. If you need medical advice or emergency medical assistance please contact our 24-hour Emergency Assistance team.
Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance.
We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.
We would firstly like to extend our sympathies to all those affected by the tragic event in Manchester on 23rd May 2017.
We encourage you to follow the advice issued by the Department of Foreign Affairs and Trade (DFAT) via its website. DFAT is urging Australians to follow local media for latest security information.
If you have been injured as a result of the attack in Manchester, we can help. If you need medical advice or emergency medical assistance please contact our 24-hour Emergency Assistance team.
Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance.
We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.
We are aware that Cyclone Donna may have an impact on policyholders travelling to or from Vanuatu.
We advise all customers who are travelling to or are already in the affected areas to take care during the current weather event, and please do not hesitate to contact our emergency service if you require assistance. We urge all people to remain up to date with the latest media advice.
The following information concerns policyholders whose travel arrangements have been affected by this weather event.
If you have been affected by this event there may be provision for you to claim for benefits provided by your Travel Insurance Policy. Claims will be assessed in accordance with your Product Disclosure Statement and may vary depending on the type of policy you purchased.
There is provision to claim for the forfeiture of any pre-booked travel arrangements that are cancelled due to this weather event, including accommodation, flights, tours, and other travel arrangements.
We recommend you contact your travel agent or travel provider regarding the best option in altering your trip.
If you’re currently travelling there is provision to claim for any reasonable additional travel and accommodation expenses if your scheduled or connecting transport is cancelled, delayed, shortened or diverted because of Cyclone Donna.
Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 5PM (AEST) Wednesday 5th May 2017 we would expect that this was done with an awareness of Cyclone Donna. For these policies, we will not pay any claim caused by or arising from or in any way connected with Cyclone Donna.
We are aware that Cyclone Cook may have an impact on policyholders travelling to or from the North Island and Nelson/Blenheim region of New Zealand.
We advise all customers who are travelling to or are already in the affected areas to take care during the current weather event, and please do not hesitate to contact our emergency service if you require assistance. We urge all people to remain up to date with the latest media advice.
The following information concerns policyholders whose travel arrangements have been affected by this weather event.
If you have been affected by this event there may be provision for you to claim for benefits provided by your Travel Insurance Policy. Claims will be assessed in accordance with your Product Disclosure Statement and may vary depending on the type of policy you purchased.
There is provision to claim for the forfeiture of any pre-booked travel arrangements that are cancelled due to this weather event, including accommodation, flights, tours, and other travel arrangements.
We recommend you contact your travel agent or travel provider regarding the best option in altering your trip.
If you’re currently travelling there is provision to claim for any reasonable additional travel and accommodation expenses if your scheduled or connecting transport is cancelled, delayed, shortened or diverted because of Cyclone Cook.
Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 4PM (AEST) Wednesday 12th April 2017 we would expect that this was done with an awareness of Cyclone Cook. For these policies, we will not pay any claim caused by or arising from or in any way connected with Cyclone Cook.
We are aware that Cyclone Debbie may have an impact on policyholders travelling to the North Queensland area.
We advise all customers who are travelling to or are already in the affected areas to take care during the current weather event, and please do not hesitate to contact our emergency service if you require assistance. We urge all people to remain up to date with the latest media advice.
The following information concerns policyholders whose travel arrangements have been affected by this weather event.
If you have been affected by this event there may be provision for you to claim for benefits provided by your Travel Insurance Policy. Claims will be assessed in accordance with your Product Disclosure Statement and may vary depending on the type of policy you purchased.
There is provision to claim for the forfeiture of any pre-booked travel arrangements that are cancelled due to this weather event, including accommodation, flights, tours, and other travel arrangements.
We recommend you contact your travel agent or travel provider regarding the best option in altering your trip.
If you’re currently travelling there is provision to claim for any reasonable additional travel and accommodation expenses if your scheduled or connecting transport is cancelled, delayed, shortened or diverted because of Cyclone Debbie.
Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 5pm (AEDT) Tuesday 28th March, 2017 we would expect that this was done with an awareness of Cyclone Debbie. For these policies, we will not pay any claim caused by or arising from or in any way connected with Cyclone Debbie.
We would firstly like to extend our sympathies to all those affected by the tragic event in London on Wednesday, 22 March 2017.
We encourage you to follow the advice issued by the Department of Foreign Affairs and Trade (DFAT) via its website. DFAT is urging Australians to follow local media for latest security information (http://www.bbc.com/news/live/uk-39355505).
If you have been injured as a result of the attack in London, we can help. If you need medical advice or emergency medical assistance please contact our 24-hour Emergency Assistance team.
Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance.
We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.
To help Australians avoid difficulties overseas, the Department of Foreign Affairs and Trade (DFAT) maintains travel advisories for more than 160 destinations overseas via its website www.smarttraveller.gov.au. DFAT’s travel advice provides accurate, up-to-date information about the risks Australians might face overseas, assisting you to make well-informed decisions about whether, when and where to travel. We recommend that you stay up-to-date with its destination specific travel advisories for the country of your destination as your travel insurance cover may be affected if you travel to high risk areas or situations.
Please be advised that Tigerair Australia has cancelled flights between Australia and Denpasar (Bali) on Friday 3 February 2017.
For more information please visit Tigerair Australia’s travel alerts page.
If you are currently travelling:
If you have started your journey and your Tigerair flight between Australia and Denpasar has been cancelled or delayed, there may be provision to claim for reasonable expenses incurred.
Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance.
Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 7.30am AEDST Friday 3rd February 2017 we would expect that this was done with an awareness of the Tigerair Australia flight cancellations. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the flight cancellations.
You should take all reasonable steps to minimise your expenses and this includes rearranging your journey where possible. By reasonable we mean appropriate and consistent—for example if you have been using two star or budget accommodation on your trip to date, then we advise that the replacement accommodation you seek should be of a similar standard.
We will assess your claim under the terms and conditions of your travel insurance policy. If you have a Cancellation only policy, your policy does not include cover for any additional expenses. If you have a Budget policy, please refer to your Product Disclosure Statement (PDS) for the precise benefits covered.
You will need to submit all receipts for any additional transport, food or accommodation expenses. If you are claiming cancellation or additional expenses you will need to submit all documents showing what your original planned pre-paid arrangements were, along with any receipts and documents showing your new arrangements, and advice from the travel provider indicating the non-refundable portion of the journey.
Any compensation and/or refunds you receive from a third party (e.g. airline) for transport, food or accommodation will be deducted from any settlement if your claim is accepted.
Tigerair Australia (within Australia): 1300 174 266
Please be advised that Tigerair Australia has cancelled several flights between Australia and Denpasar (Bali) following a decision by the Indonesian government to impose new administrative requirements for the operation of its flights between Bali and Australia.
Tiger is providing re-scheduled flights and accommodation for those affected in Bali and Australia. They are currently reviewing their flights for tomorrow.
For more information please visit Tigerair Australia’s travel alerts page.
If you are currently travelling:
If you have started your journey and your Tigerair flight between Australia and Denpasar has been cancelled or delayed, there may be provision to claim for reasonable expenses incurred.
Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance.
Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 3.30pm AEDST Wednesday 11th January 2017 we would expect that this was done with an awareness of the Tigerair Australia flight cancellations. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the flight cancellations.
You should take all reasonable steps to minimise your expenses and this includes rearranging your journey where possible. By reasonable we mean appropriate and consistent—for example if you have been using two star or budget accommodation on your trip to date, then we advise that the replacement accommodation you seek should be of a similar standard.
We will assess your claim under the terms and conditions of your travel insurance policy. If you have a Cancellation only policy, your policy does not include cover for any additional expenses. If you have a Budget policy, please refer to your Product Disclosure Statement (PDS) for the precise benefits covered.
You will need to submit all receipts for any additional transport, food or accommodation expenses. If you are claiming cancellation or additional expenses you will need to submit all documents showing what your original planned pre-paid arrangements were, along with any receipts and documents showing your new arrangements, and advice from the travel provider indicating the non-refundable portion of the journey.
Any compensation and/or refunds you receive from a third party (e.g. airline) for transport, food or accommodation will be deducted from any settlement if your claim is accepted.
Tigerair Australia (within Australia): 1300 174 266
We would firstly like to extend our deepest sympathies to all those affected by this tragic event.
If you have been injured as a result of the recent attacks in Germany, we can help. If you need medical advice or emergency medical assistance please contact our 24-hour Emergency Assistance team.
We encourage you to follow the advice issued by the Department of Foreign Affairs and Trade (DFAT) via its website. DFAT is urging Australians to follow local media for latest security information. Australians should remain vigilant in France by minimising movement in public places and following the instructions of local authorities.
Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance.
We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details.
We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.
To help Australians avoid difficulties overseas, the Department of Foreign Affairs and Trade (DFAT) maintains travel advisories for more than 160 destinations overseas via its website www.smarttraveller.gov.au. DFAT’s travel advice provides accurate, up-to-date information about the risks Australians might face overseas, assisting you to make well-informed decisions about whether, when and where to travel. We recommend that you stay up-to-date with its destination specific travel advisories for the country of your destination as your travel insurance cover may be affected if you travel to high risk areas or situations.
We would firstly like to extend our sympathies to all those affected by the earthquakes in Japan. Please be advised there is currently a tsunami warning in place. We urge all people in the area to stay safe and follow the directions of emergency service personnel.
If you are currently travelling and need emergency assistance, please call (+) 61 2 8015 6261.
Please note we will assess all claims in accordance with the Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.
If you are currently travelling:
If you have started your journey and your transport is delayed or cancelled or your accommodation is affected as a direct result of the earthquakes, there may be provision to claim for reasonable additional travel, accommodation and meal expenses.
Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance.
If you have not yet departed, your policy includes cover for cancellation of your journey, or the unused portions of your journey, as a result of the earthquakes.
If you have not yet departed:
If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a direct result of the earthquakes and you have not yet departed, you may be able to claim for cancellation or rearrangement of your journey (whichever is the lesser).
We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details.
Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 6am JST Tuesday 22nd November 2016 we would expect that this was done with an awareness of the earthquakes. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the earthquakes.
You should take all reasonable steps to minimise your expenses and this includes rearranging your journey where possible. By reasonable we mean appropriate and consistent—for example if you have been using two star or budget accommodation on your trip to date, then we advise that the replacement accommodation you seek should be of a similar standard.
We will assess your claim under the terms and conditions of your travel insurance policy. If you have a Cancellation only policy, your policy does not include cover for any additional expenses. If you have a Budget policy, please refer to your Product Disclosure Statement (PDS) for the precise benefits covered.
You will need to submit all receipts for any additional transport, food or accommodation expenses. If you are claiming cancellation or additional expenses you will need to submit all documents showing what your original planned pre-paid arrangements were, along with any receipts and documents showing your new arrangements, and advice from the travel provider indicating the non-refundable portion of the journey.
Any compensation and/or refunds you receive from a third party (e.g. airline) for transport, food or accommodation will be deducted from any settlement if your claim is accepted.
To help Australians avoid difficulties overseas, the Department of Foreign Affairs and Trade (DFAT)maintains travel advisories for more than 160 destinations overseas via its website. DFAT’s travel advice provides accurate, up-to-date information about the risks Australians might face overseas and at home, assisting you to make well-informed decisions about your travel plans. We recommend that you stay up-to-date with any travel warnings in relation to Japan.
We would firstly like to extend our deepest sympathies to all those affected by the earthquake in New Zealand, and we urge all people in the area to stay safe and follow the directions of emergency service personnel.
If you are currently travelling and need emergency assistance please call (+) 61 2 8015 6261
Please note we will assess all claims in accordance with the Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.
If you are currently travelling:
If you have started your journey and your transport is delayed or cancelled or your accommodation is affected as a direct result of the earthquake, there may be provision to claim for reasonable additional travel, accommodation and meal expenses.
Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance.
If you have not yet departed, your policy includes cover for cancellation of your journey, or the unused portions of your journey, as a result of the earthquake.
If you have not yet departed:
If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a direct result of the earthquake and you have not yet departed, you may be able to claim for cancellation or rearrangement of your journey (whichever is the lesser).
We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details.
Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 12am NZDT Monday 14th November 2016 we would expect that this was done with an awareness of the earthquake. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the earthquake.
You should take all reasonable steps to minimise your expenses and this includes rearranging your journey where possible. By reasonable we mean appropriate and consistent—for example if you have been using two star or budget accommodation on your trip to date, then we advise that the replacement accommodation you seek should be of a similar standard.
We will assess your claim under the terms and conditions of your travel insurance policy. If you have a Cancellation only policy, your policy does not include cover for any additional expenses. If you have a Budget policy, please refer to your Product Disclosure Statement (PDS) for the precise benefits covered.
You will need to submit all receipts for any additional transport, food or accommodation expenses. If you are claiming cancellation or additional expenses you will need to submit all documents showing what your original planned pre-paid arrangements were, along with any receipts and documents showing your new arrangements, and advice from the travel provider indicating the non-refundable portion of the journey.
Any compensation and/or refunds you receive from a third party (e.g. airline) for transport, food or accommodation will be deducted from any settlement if your claim is accepted.
To help Australians avoid difficulties overseas, the Department of Foreign Affairs and Trade (DFAT) maintains travel advisories for more than 160 destinations overseas via its website. DFAT’s travel advice provides accurate, up-to-date information about the risks Australians might face overseas and at home, assisting you to make well-informed decisions about your travel plans. We recommend that you stay up-to-date with any travel warnings in relation to New Zealand.
Air New Zealand: 0800 29 58 38
Virgin: 13 67 89
Qantas: 13 13 13
We regret to inform you of the passing of His Majesty, the King of Thailand. Be aware that this is a time of deep sorrow for the Thai people, so please abide by local laws and respect Thai customs at this time.
Also be aware that there may be some disruption of public services, entertainment and tourist venues. We advise that you give yourself ample time when arriving at Thailand airports as there may be security and other delays.
Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance.
Please note that there is no provision to claim for fear of travel or loss of enjoyment. If you need any further information or the situation in Thailand changes please do not hesitate to contact us. Please stay safe during this period of mourning.
We hope all customers travelling to or in the USA take care during this weather event, and please do not hesitate to contact our emergency service if you are in need of assistance.
We are aware that Hurricane Matthew having an impact on policyholders travelling to USA.
The following information concerns policyholders whose travel arrangements have been affected by this event;
If you have been affected by this event there may be provision for you to claim for benefits provided by your Travel Insurance Policy. Claims will be assessed in accordance with your Product Disclosure Statement and may vary depending on the type of policy you purchased.
There is provision to claim for the forfeiture of any pre-booked travel arrangements that are cancelled due to this weather event, including accommodation, flights, tours, and other travel arrangements.
We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details
If you are currently travelling there is provision to claim for any reasonable additional travel and accommodation expenses if your scheduled or connecting transport is cancelled, delayed, shortened or diverted because of Hurricane Matthew.
Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after midnight (AEDT) Thursday 6th October we would expect that this was done with an awareness of Hurricane Matthew. For these policies, we will not pay any claim caused by or arising from or in any way connected with Hurricane Matthew.
Please keep up to date with the Government's Smart Traveller service.
The threat of volcanic ash clouds developing from the Mt Rinjani volcano eruptions has now ceased.
Effective from the 6th October 2016 any future eruptions from Mt Rinjani will be considered a new event and cover will be available subject to the terms and conditions of your policy.
Several flights have been reported cancelled and diverted. The airlines may also cancel or divert future flights into and out of Denpasar
Volcanic ash is a serious safety concern for aircrafts, and airlines are to monitoring the situation closely. For a full list of affected flights, check the Virgin , Tigerair and Jetstar websites.
The following information concerns those affected by the Mt Rinjani volcanic ash cloud.
We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances
If you are currently planning on travelling to Bali or due to fly home soon you should contact your airline as soon as possible. Here are some useful Airline contact details for you:
Qantas Airways: 13 13 13
Bureau of Meteorology - for the latest information about volcanic activity.
Please also check out various news sites for updates on the latest Volcanic Ash Acitivty.
We would like to pass on our sincerest condolences to the victims of the Thailand bombings, and we hope all customers in Thailand take care during this ongoing and tense situation.
We encourage you to follow the advice issued by the Department of Foreign Affairs and Trade (DFAT) via its website. DFAT is urging Australians to follow local media for latest security information. You should avoid affected areas, monitor local media and follow the instructions of local authorities We recommend you should contact your airline, accommodation provider or travel agent for information about your travel arrangements, including connecting flights, and look for refunds or alterations.
Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance.
We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details.
If you do need to make a claim, we will assess all claims in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.
To help Australians avoid difficulties overseas, the Department of Foreign Affairs and Trade (DFAT) maintains travel advisories for more than 160 destinations overseas via its website www.smarttraveller.gov.au.
DFAT’s travel advice provides accurate, up-to-date information about the risks Australians might face overseas, assisting you to make well-informed decisions about whether, when and where to travel. We recommend that you stay up-to-date with its destination specific travel advisories for the country of your destination as your travel insurance cover may be affected if you travel to high risk areas or situations.
The threat of volcanic ash clouds developing from the Mt Rinjani volcano eruptions has now ceased.
Effective from the 12st August 2016 any future eruptions from Mt Rinjani will be considered a new event and cover will be available subject to the terms and conditions of your policy.
Several flights have been reported cancelled and diverted. The airlines may also cancel or divert future flights into and out of Denpasar
Volcanic ash is a serious safety concern for aircrafts, and airlines are to monitoring the situation closely. For a full list of affected flights, check the Virgin , Tigerair and Jetstar websites.
The following information concerns those affected by the Mt Rinjani volcanic ash cloud.
We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances
If you are currently planning on travelling to Bali or due to fly home soon you should contact your airline as soon as possible. Here are some useful Airline contact details for you:
Qantas Airways: 13 13 13
Bureau of Meteorology - for the latest information about volcanic activity.
Please also check out various news sites for updates on the latest Volcanic Ash Acitivty.
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We hope all customers if in Turkey take care during this ongoing and tense situation.
Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance. We specify that you will not be covered if your claim arises from any act of war, whether war is declared or not or from any rebellion, revolution, insurrection or taking of power by the military.
We would firstly like to extend our deepest sympathies to all those affected by this tragic event.
Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance.
We are aware that Cyclone Winston is having an impact on policyholders travelling to Fiji and Tonga.
The following information concerns policyholders whose travel arrangements have been affected by this event;
If you have been affected by this event there may be provision for you to claim for benefits provided by your Travel Insurance Policy. Claims will be assessed in accordance with your Product Disclosure Statement and may vary depending on the type of policy you purchased.
There is provision to claim for the forfeiture of any pre-booked travel arrangements that are cancelled due to this weather event, including accommodation, flights, tours, and other travel arrangements.
We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details
If you are currently travelling there is provision to claim for any reasonable additional travel and accommodation expenses if your scheduled or connecting transport is cancelled, delayed, shortened or diverted because of Cyclone Winston.
Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after midnight (AEDT) Tuesday 17th February we would expect that this was done with an awareness of Cyclone Winston. For these policies, we will not pay any claim caused by or arising from or in any way connected with Cyclone Wilson.
Please keep upto to date with the Government's Smart Traveller service here http://smartraveller.gov.au/countries/fiji
We are aware that some airlines have cancelled flights to Vanuatu due to concerns about the conditions of the Port Vila International Airport runway.
The following information concerns policyholders whose travel arrangements have been affected this event;
If you have been affected by this event there may be provision for you to claim benefits. Claims will be assessed in accordance with your Product Disclosure Statement and may vary depending on the type of policy you purchased.
Since midnight on the 26th January there has been widespread mainstream media reports of airlines cancelling flights to Port Vila International Airport. If you purchased your policy after midnight on the 26th January your policy will not respond to any losses incurred as a consequence of the airport closure, or the resultant cancellation of flights.
There is an incident currently unfolding in Jakarta, Indonesia. There have been a series of explosions in the capital.
Please keep track of latest news here from the Government SmartTraveller service. smartraveller.gov.au/countries/indonesia
The threat of volcanic ash clouds developing from the Mt Rinjani volcano eruptions has now ceased.
Effective from the 21st December 2015 any future eruptions from Mt Rinjani will be considered a new event and cover will be available subject to the terms and conditions of your policy.
Virgin Australia and Jetstar have cancelled all flights on the 3rd November 2015 to and from Denpasar Bali.
The volcano has been erupting since the 25th October, affecting climbers in the area.
Volcanic ash is a serious safety concern for aircrafts, and airlines are to monitoring the situation closely. For a full list of affected flights, check the Virgin and Jetstar websites.
The following information concerns those affected by the Mt Rinjani volcanic ash cloud.
We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.
If you are currently planning on travelling to Bali or due to fly home soon you should contact your airline as soon as possible.
Qantas Airways: 13 13 13
Bureau of Meteorology - for the latest information about volcanic activity.
We would first like to extend our deepest sympathy to all those affected by this tragic event.
Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance.
The following updated information concerns those affected by the Mt Raung volcanic ash cloud. We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.
Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy between 10am (EST) 3 July 2015 – 17 July 2015 we would expect that this was done with an awareness of the Mt Raung volcanic ash cloud. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the Mt Raung volcanic ash cloud.
Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 10am (EST) Wednesday 5 August 2015: we would expect that this was done with an awareness of the Mt Raung volcanic ash cloud. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the Mt Raung volcanic ash cloud.
From Overseas
(+) 61 2 8776 3010
Within Australia:
1300 884 508