Features & BenefitsTraveller Types | Common Questions

Got questions about travel insurance? We’ve got answers.

COVID-19 Impact 25 May 2020

  • The below information relating to the CGU Travel Insurance product about coronavirus (COVID-19) will be regularly updated to reflect our latest understanding about the virus and its impact.

    For policies purchased prior to 23 January 2020

    You are covered for medical expenses related to the coronavirus as your policy was purchased prior to the 23 January 2020. The extent of your cover will depend on the particular policy you have purchased.

    We will accept cancellation and rescheduling expenses where the Australian government has upgraded travel advice to “Do Not Travel” that coincides with the planned travel period for a destination. This applies to claims that were for travel prior to 30 September 2020 for international travel and 30 June 2020 for domestic travel. For anything booked further in advance we will assess travel restrictions closer to the travel period.

    For policies purchased on or after 23 January 2020

    There is no cover for losses or expenses to COVID-19 from 23 January 2020 onwards – as this was considered to be a known event following DFAT advice regarding the emergence of the coronavirus in Wuhan, China.

    The policy excludes cover if your certificate of insurance was issued after an alert or warning was made regarding an outbreak or possible outbreak of a human pandemic, epidemic or any other outbreak of infectious disease. All other coverage applies as per the terms and conditions of the Product Disclosure Statement.

    Policy Cancellation

    If you haven’t commenced your travel, haven’t already made a claim and don’t intend to make a claim, you can cancel your policy.

    We will waive the administration fee and provide a full refund of your premium to the credit card it was purchased from within 10 business days of receipt of the email. Cancellations can be requested online at cgu.com.au/cancel-travel

  • Emergency assistance

    We provide a 24-hour emergency assistance hotline for you to call if you have any difficulties while travelling. Call from anywhere in the world to speak with a highly trained, multilingual consultant (we accept reverse charges for overseas calls), or email TravelAssist@cgu.com.au.

    For emergency travel insurance assistance, please call our 24-hour emergency assistance hotline:

    Within Australia: (02) 8895 0698 While overseas: +61 2 8895 0698 For all non-emergency claims, please contact CGU upon your return to Australia.

    Making a travel insurance claim

    Simply call CGU Insurance on 13 24 80

    Once your claim is lodged with CGU, we will allocate a case manager who will contact you regarding next steps. Your case manager will keep you informed about the progress of your claim.

    We will assess any claims for travel cancellation and luggage damage.

    We will inform you of any excess payable when you lodge your claim.

    Travel Advice and Information

    Please contact your travel provider prior to cancelling any upcoming travel arrangements. Your travel provider may be able to assist with options and potential changes in services enabling rearranging your travel or providing credits or refunds depending on when you are due to depart.

    For full information relating to the COVID-19 outbreak please refer to the Australian Government's Smart Traveller website for more information on the risks and advice on the preventative measures

    This information must be read in conjunction with the Product Disclosure Statement (PDS) and is subject to terms, conditions, limits, and exclusions. These terms, conditions, limits and exclusions are detailed in the PDS.

Travel Insurance FAQ

  • Are my flights covered with travel insurance?

    If you need to cancel your flights due to unforeseen circumstances, we’ll reimburse you the purchase cost. If you used frequent flyer points, we’ll pay you the value of those points. If your flights are delayed or interrupted for over 6 hours outside of your control, we’ll cover additional accommodation, meals and expenses incurred while you wait.

    Are existing medical conditions covered?

    We cover 44 pre-existing medical conditions, as listed in the Product Disclosure Statement (PDS), at no additional cost. To find out if your condition is covered, we’ll ask you questions when you get a quote. If your condition is not on the list, you may need to complete a medical assessment.  

    Call us for assistance on 1300 361 066

  • Can I get cover for my expensive stuff?

    The maximum amount we will pay for luggage depends on the level of cover purchased. You can choose to increase this level by specifying individual items on your policy (at an additional premium cost).

    Do you cover pregnancy?

    Yes, provided you are less than 24 weeks pregnant, it is a single pregnancy, there are no unexpected complications and your pregnancy was not medically assisted.

    If your pregnancy was medically assisted or there are complications, you will need to complete a medical assessment to determine if cover is available.

    If you are more than 24 weeks pregnant, you won’t be covered for any medical treatments required due to your pregnancy. Please check with your doctor before arranging travel plans.

    Can I get travel cover if I’m on a temporary visa?

    If you are a temporary resident of Australia with an Australian Visa, you can still get travel insurance. (We do not cover temporary residents on tourist or working holiday visas.) Please see the Product Disclosure Statement (PDS) for eligibility and further information.