Travel insurance and Coronavirus

Frequently Asked Questions

What's covered under the Coronavirus Travel Costs benefit?

(available on the International Comprehensive, Australian Travel and Annual Mutli Trip plans.)

The Coronavirus Travel Costs benefit includes cover for the following events up to a limit of $2,500 per primary traveller:

• Non-refundable travel costs incurred if you or a member of your travelling party is certified as medically unfit to travel due to being diagnosed with coronavirus after you purchase your policy.
• Non-refundable trip costs if your close relative in Australia is hospitalised due to being diagnosed with coronavirus after you purchase your policy.
• Non-refundable travel costs if you are a permanent healthcare worker, residential care worker or law enforcement officer and your leave is cancelled due to coronavirus.
• When your accommodation is closed for cleaning due to a case of coronavirus at the accommodation, we’ll pay towards accommodation nearby - just make sure you get written confirmation from the hotel.
• If you’re denied boarding transport because you’re suspected of being infected with coronavirus, we’ll help with your additional travel costs - don’t forget to get written confirmation from the carrier or relevant authority.
• Costs for compulsory quarantine if during your trip you’re diagnosed with coronavirus or you’re a confirmed ‘close contact’ (this includes the costs of things like hotel, meals and most importantly, Netflix!)
• Childcare costs if you get coronavirus during your trip - the ability to entertain the kids in a hotel room overseas may be hindered if you’re unwell.
• Care for your pets back home if you get coronavirus during your trip- we understand that hotels for our furry friends aren’t cheap!

What we don't cover:

• While a country or region has a 'Do Not Travel' warning in place for an event, our travel insurance won't cover you for loss that arises from that event if you: plan to travel to; travel to; or remain in that country or region. This includes claims relating to COVID-19 for travel in a country or region where there is a ‘Do Not Travel’ warning in place due to COVID-19, regardless of the date your policy is purchased.
• Losses arising from government intervention or regulation, including travel bans.
• Where you knowingly put yourself into a risky situation – just because you’ve got a face mask, doesn’t mean you should be travelling into a coronavirus hotspot.
• The purchasing of a policy after you become aware of something that could lead to a claim.
• Travelling against the advice of your doctor – many of us have probably hopped on a plane with the sniffles before but, times have changed.
• Quarantine when required as a matter of course when you return to Australia or travel interstate or overseas – this is an expense that you should incorporate into your travel plans

What if I get COVID-19 before my trip?

• Isolate! And seek appropriate medical attention.
• Don’t delay the cancellation of your plans. If you know you need to cancel, contact your providers as soon as possible to maximise the opportunity of refunds from your providers.
• You may be able to make a claim for non-refundable travel costs under the Coronavirus Travel Costs section of the plan up to the benefit limit.

What do I do if I get coronavirus on my trip?

• Contact our Emergency Assistance team. Utilising a global network of medical providers, the team will connect you with local medical facilities. They can also assist by getting in contact with friends and family where needed.
• Always keep receipts for any payments you make and wherever possible, request written reports from providers or local authorities.
• Follow travel and health advice – different countries have different rules. What’s ok in Australia may not be ok in the countries you visit.
• Our International Comprehensive plans include emergency overseas medical cover if you contract coronavirus while travelling.

If I need medical treatment overseas will you only pay up to $2,500?

The Coronavirus Travel Costs benefit (which has a limit of $2,500 per primary traveller) is separate to the Overseas Medical Expenses and Medical Evacuation/Repatriation benefits (which have higher limits).

Rest assured that if you incur medical expenses overseas for an event covered under the policy, including if you contract coronavirus, and it’s not related to an existing medical condition which is defined in the Product Disclosure Statement, cover is available for up to 12 months from the date the illness first appears.

Make sure you contact our Emergency Assistance team if you need medical help overseas, and as soon as possible if you need to attend hospital.

Need to make a claim

Sorry to hear your trip didn’t go as planned! Submit a claim and we’ll review your claim and get in touch with the outcome.

The above has been written to guide you and does not replace the Product Disclosure Statement (PDS) which contains all terms, limits, conditions and exclusions that apply.