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Suspension of travel insurance sales (new policies only)

 

Effective: 18 March 2020

 

In response to advice from the Australian Government for Australians not to travel overseas, we have made the difficult decision to temporarily suspend the sale of domestic and international travel insurance to new customers from 18 March 2020.

 

We remain committed to continue providing travel insurance to Australians and this is only a temporary pause given the exceptional circumstances.

 

The global COVID-19 (‘Coronavirus’) emergency and the ensuing disruption to people’s travel plans, requires us to focus our attention on our existing customers. Existing travel insurance policies remain in effect.

 

Please refer below for more information on Coronavirus and what this means for your travel insurance policy. If you need to discuss your travel insurance please refer to the contact details listed on the Certificate of Insurance you were issued when you purchased your policy.

 

Contact us

 

We are currently experiencing high call volumes, so our wait times are longer than usual.

 

If you need to make a claim under your travel insurance policy, you can save time by lodging it online.

 

If you are not travelling or are not due to travel in the near future, please consider contacting us at a later date.

 

We thank you for your patience and understanding in these uncertain times.

 

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Update: Coronavirus, All Destinations (Worldwide)

Issued: 05 February 2020 (Update: 26 March 2020)

The following update reflects our latest position regarding COVID-19 (‘Coronavirus’) and supersedes any previous updates. As further information becomes available, we may update, change amend or make additions to the contents of this page.

When we refer to ‘your PDS’, we mean the Travel Insurance Product Disclosure Statement (PDS) you were issued by us when you purchased your policy.

Background Information

On 30 January 2020, the World Health Organization (WHO) declared the 2019-nCoV Novel Coronavirus a Public Health Emergency of International Concern. On 11 February 2020, the WHO announced a name for the 2019-nCoV Novel Coronavirus: COVID-19 (‘Coronavirus’).

On 27 February 2020, the Prime Minister of Australia announced that the federal government was implementing a national pandemic plan to reduce the spread of the Coronavirus in Australia.

The following timeline outlines the key Coronavirus-related warnings and advices by date and country/region (as at 25 March 2020):

  • 20 January 2020 – Wuhan City, in the Hubei Province of China – Coronavirus identified as an outbreak by Chinese authorities
  • 24 January 2020 – Hubei Province, including Wuhan City – Do Not Travel by DFAT
  • 30 January 2020 – All Destinations (Worldwide) – Public Health Emergency of International Concern by the WHO
  • 1 February 2020 – China – Do Not Travel by DFAT
  • 27 February 2020 – All Domestic Destinations (Australia) – The Prime Minister of Australia announced implementation of a national pandemic plan to reduce the spread of Coronavirus in Australia
  • 11 March 2020 – All Destinations (Worldwide) – COVID-19 classified as a ‘pandemic’ by the WHO
  • 13 March 2020 – All International Destinations (Overseas) – DFAT advised all Australians to reconsider their need for overseas travel until further notice
  • 18 March 2020 – All International Destinations (Overseas) – Do Not Travel by DFAT

Update: Coronavirus, All Destinations (Worldwide)

Issued: 05 February 2020 (Update: 26 March 2020)

The following update reflects our latest position regarding COVID-19 (‘Coronavirus’) and supersedes any previous updates. As further information becomes available, we may update, change amend or make additions to the contents of this page.

When we refer to ‘your PDS’, we mean the Travel Insurance Product Disclosure Statement (PDS) you were issued by us when you purchased your policy.

Background Information

On 30 January 2020, the World Health Organization (WHO) declared the 2019-nCoV Novel Coronavirus a Public Health Emergency of International Concern. On 11 February 2020, the WHO announced a name for the 2019-nCoV Novel Coronavirus: COVID-19 (‘Coronavirus’).

On 27 February 2020, the Prime Minister of Australia announced that the federal government was implementing a national pandemic plan to reduce the spread of the Coronavirus in Australia.

The following timeline outlines the key Coronavirus-related warnings and advices by date and country/region (as at 25 March 2020):

  • 20 January 2020 – Wuhan City, in the Hubei Province of China – Coronavirus identified as an outbreak by Chinese authorities
  • 24 January 2020 – Hubei Province, including Wuhan City – Do Not Travel by DFAT
  • 30 January 2020 – All Destinations (Worldwide) – Public Health Emergency of International Concern by the WHO
  • 1 February 2020 – China – Do Not Travel by DFAT
  • 27 February 2020 – All Domestic Destinations (Australia) – The Prime Minister of Australia announced implementation of a national pandemic plan to reduce the spread of Coronavirus in Australia
  • 11 March 2020 – All Destinations (Worldwide) – COVID-19 classified as a ‘pandemic’ by the WHO
  • 13 March 2020 – All International Destinations (Overseas) – DFAT advised all Australians to reconsider their need for overseas travel until further notice
  • 18 March 2020 – All International Destinations (Overseas) – Do Not Travel by DFAT
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What does this mean for your Travel insurance cover?

 

Any claims arising from or relating to the Coronavirus (e.g. flight delays, cancellation and amendment fees, overseas medical and hospital expenses) will be assessed in accordance with the applicable terms & conditions, limits and exclusions of cover outlined in your PDS, also considering the individual circumstances of each claim.

 

Refer to your PDS for full details.

 

Please be aware, the purchase date of your policy, travel departure date, destination(s), as well as relevant public warnings and travel advices, may directly impact your ability to claim under your policy.

 

We strongly recommend that you contact us before making any changes to your current travel arrangements.

 

Coronavirus related claims

 

Any claim, directly or indirectly arising from the Coronavirus, will be assessed in accordance with your PDS.

 

Sample scenarios

 

All International Destinations (Overseas), excluding China

 

  • If you purchased travel insurance on/before 30 January 2020 and had already departed Australia on/before 18 March 2020, subject to the terms of your PDS, you will be covered for costs relating to overseas medical expenses and/or your return to Australia.
  • If you purchased travel insurance on/before 30 January 2020 and were due to travel overseas soon after 18 March 2020, subject to the terms of your PDS, you will be covered for cancellation and amendment fees.

 

China, excluding Hubei Province

 

  • If you purchased travel insurance on/before 1 February 2020 for travel to, in or through China (excluding Hubei Province), subject to the terms of your PDS, you will be covered for:
    • costs relating to overseas medical expenses and/or your return to Australia if you had already departed Australia; or
    • cancellation and amendment fees if you had not yet departed.
  • If you purchased travel insurance after 1 February 2020 you will not be covered for travel to, in or through China.

 

Hubei Province, China

 

  • If you purchased travel insurance on/before 24 January 2020 for travel to, in or through the Hubei Province, subject to the terms of your PDS, you will be covered for:
    • costs relating to overseas medical expenses and/or your return to Australia if you have already departed Australia; or
    • cancellation and amendment fees if you had not yet departed.
  • If you purchased travel insurance after 24 January 2020 you will not be covered for travel to, in or through the Hubei Province.

 

What should you do?

 

If you are already travelling

Due to the rapid development of this outbreak and widespread media coverage, all travellers are strongly encouraged to exercise a high degree of caution and to monitor media and relevant domestic (federal, state and territory) and international government outlets for updates and travel warnings, including advice from the WHO and the Australian Government Department of Foreign Affairs and Trade (DFAT) website smartraveller.gov.au.

 

If you are currently travelling and become ill or require urgent assistance from the emergency assistance team, please call the telephone number listed on the Certificate of Insurance that you were issued when you purchased your policy.

 

Check if your travel plans may be affected by contacting your travel agent, tour operator or travel provider. If you need to change your travel arrangements, your travel agent, tour operator or travel provider should be able to assist.

 

If you have not yet departed

If you have not yet departed on your trip, we recommend you first contact your travel agent, tour operator or travel provider to discuss if there is any impact to your current travel arrangements and the options for altering your trip if required. Some travel providers may allow penalty-free options for amendment, cancellation and refunds of existing arrangements, so please contact them first for further details.

 

Before making any changes to your travel arrangements, you should:

 

  • Speak to your travel provider to confirm if making changes to your trip will incur additional fees and charges, or if a full or partial refund may be available if you cancel some or all of your journey;
  • Read all travel insurance documents that we have issued to you, including your PDS and certificate of insurance, to confirm what you are covered for; and
  • Contact us before making any changes to your current travel arrangements.
  • You can contact us via the telephone numbers listed on the Certificate of Insurance that you were issued when you purchased your policy.

 

Coronavirus, China

 

Issued: 23 January 2020

 

As of mid-December 2019, a new ‘coronavirus’ (2019-nCoV) has been identified, originating from Wuhan, China. Cases have been identified in various countries and human-to-human transmission has been confirmed. Symptoms include fever, cough, shortness of breath and breathing difficulties. If you have travelled to an affected area and have developed any of the above symptoms, contact your doctor urgently.

 

For the latest information and advice for safe travel overseas please visit smartraveller.gov.au

 

Our travel insurance policies do not cover claims for losses caused by an event you were already aware of when you bought the policy.

 

If you bought a policy after 20 January 2020, we expect you would have been aware of the 2019-nCoV coronavirus and the possibility of issues arising which could affect travel. For these policies, claims that arise due to the 2019-nCoV coronavirus (for example, flight delays or cancellations) will be assessed in accordance with your policy wording, including exclusions or limits on cover which may apply, depending upon the circumstances.

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