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What you need to know about your travel insurance during the coronavirus pandemic.

The World Health Organisation (WHO) declared the coronavirus outbreak is a global pandemic.

The Australian Government has announced a ban on overseas travel (with limited exceptions). There are also some restrictions and conditions on travel within Australia.

If your travel plans have been affected by the coronavirus pandemic, you may be eligible for a refund of your premium when you cancel your policy. This depends on your situation, so check below for more information.

Refunds for single-trip policies

You're eligible for a full refund of your premium if all of these apply to you:

• You have a single-trip policy and your trip's been affected by the coronavirus pandemic
• Your departure date (shown on your Certificate of Insurance) is before 31 December 2020
• You haven't made a claim, and you won't make one for this policy in the future.

If you have a single-trip policy and your departure date is outside these periods, you're not eligible for a refund. This may change in the future, so check this page again closer to your departure date.

Request a refund (single-trip)

Once you've completed the form, we'll process your refund as soon as we can (usually within 2 weeks).

The refund will be sent to the same card you used to pay.

If there are any issues processing your refund, we'll contact you.

Refunds for annual multi-trip policies

If you have an Annual multi-trip policy, you may be eligible for a refund. Call us on 13 24 81 (8am–8pm, Mon–Fri) so we can talk about your options.

Has your trip been postponed?

If your trip has been postponed and you need to update your policy with your new departure dates, call us on 13 24 81 (8am–8pm, Mon–Fri).

What we cover related to the coronavirus pandemic

Your level of cover depends on your plan, when you took out your policy, and the latest government travel alerts.

Policies taken out on or after 23 January 2020

International and Domestic Travel Insurance

We don’t cover any events that are widely known about before your policy starts. The coronavirus pandemic is considered a known event from 23 January 2020 onwards, following travel advice from the Australian Government and widespread media coverage.

If your policy started on or after 23 January 2020, you’re not covered for any claims relating to the coronavirus pandemic.

Policies taken out before 23 January 2020

International Travel Insurance

If you took out your International Travel Insurance policy before 23 January 2020, your policy covers overseas medical costs if you’re hospitalised due to coronavirus. Your level of cover for overseas medical costs depends on your plan, so check the Product Disclosure Statement (PDS) for policies started before 23 January 2020.

If you took out your International Travel Insurance policy before 23 January 2020, your policy also covers cancellation costs or rescheduling costs if your travel plans are affected by the Australian Government’s ‘Do Not Travel’ alerts, which now apply to all countries worldwide. Your level of cover depends on your plan, so check the PDS for policies started before 23 January 2020.

Domestic Travel Insurance

If you took out your Domestic Travel Insurance policy before 23 January 2020, your policy covers cancellation costs or rescheduling costs if your travel plans are affected by the Australian Government’s advice to avoid non-essential, domestic travel. Your level of cover depends on your plan, so check the PDS for policies started before 23 January 2020.

Before you make a claim

Get in touch with your travel provider before you make a claim, because they might be able to offer you a refund or reschedule your travel plans.

Making a claim

To make a claim, call us on 13 24 80. If you’re travelling more than 3 months from now, we can’t assess your claim yet so please contact us closer to your trip.

Emergency helpline

For urgent advice, call our emergency helpline from Australia or overseas on +61 2 8895 0698.