FAQs for Travel Insurance COVID-19 (Coronavirus)


Information for Travel insurance policy holders regarding COVID-19

Last Updated on: 27 March 2020


We are temporarily ceasing sales of Travel Insurance

These are unprecedented times and many industries are feeling the impact of COVID-19 - especially the Travel Industry. Following the advice of the Australian Government for Australians not to travel overseas, and the decisions of a number of Australian State and Territory Governments to impose travel and other restrictions, Allianz Global Assistance is temporarily ceasing the sale of new domestic and international Travel Insurance policies effective from Friday 27 March 2020.

There may be other insurance options available to suit your requirements; please refer to the Insurance Council of Australia website for a list of alternative providers.

Stay up to date on Travel Information for COVID-19 from the Department of Foreign Affairs and Trade's (DFAT) Smartraveller website and World Health Organisation.

Frequently Asked Questions

A General Exclusion (or sometimes termed a Policy Exclusion, or Exclusion) is an exclusion which will be applied across all sections of the policy, and applies regardless of when the policy was purchased. Should a General Exclusion apply, this means that your Travel Insurance policy does not provide cover for the specified event, activities or circumstances.

To understand what is excluded from your Travel Insurance policy, refer to the General Exclusion section of your Product Disclosure Statement (PDS), in addition to the specific exclusions that apply to each section or benefit in the policy.

Your Travel Insurance PDS includes a definition of a Pandemic and/or Epidemic. In general terms, Epidemic means a sudden development or rapid spreading of a contagious disease in the region where it developed.

Pandemic generally means a form of an Epidemic that extends throughout an entire continent or across continents.

Definitions may vary so it’s important that you refer to your PDS for any specific definition applicable to your cover.

Yes, World Health Organisation declared COVID-19 a pandemic.

World Health Organisation and Smartraveller provide up-to-date information on COVID-19.

Yes, your Travel Insurance PDS excludes claims arising from, related to or associated with an actual or likely epidemic or pandemic or the threat of an epidemic or pandemic.

Smartraveller has definitions for the travel warnings they provide. To understand what each warning level means, visit Smartraveller to find more information.

Please note, this policy excludes claims arising from, or associated with, travel to countries or parts of a country for which advice or warning has been released by DFAT or any other government department or official body, and the advice or warning risk rating is “Reconsider your need to travel” or “Do not travel” (or words to that effect).

If you choose to travel overseas despite the current government warning in place, you may not have cover under this policy. Please ensure that you review the terms, conditions and exclusions of the policy for further details.

We recommend customers contact their travel provider in the first instance to determine the options available for having travel expenses refunded or travel arrangements altered.

All claims for cancellation will be assessed in accordance with the facts and circumstances relating to the cancellation and in accordance with the terms, conditions and exclusion of your policy.

If the reason that you want to cancel your trip arises from or relates to COVID-19, then the General Exclusion for an epidemic/pandemic will apply and cover is excluded.

If you travel to a country where affected by COVID 19, a number of factors will determine whether your claim is covered.

  • If the claim arises from or relates to COVID-19, then the General Exclusion for epidemic/pandemic applies and cover will be excluded;
  • If your claim arises from an event unrelated to COVID-19, then it will be assessed in accordance with the terms, conditions and exclusions in the PDS.

Please note, this policy excludes claims arising from, or associated with, travel to countries or parts of a country for which an advice or warning has been released by DFAT or any other government department or official body, and the advice or warning risk rating is “Reconsider your need to travel” or “Do not travel” (or words to that effect).

While the current government warning of “Do not travel” remains in place, this policy may not provide cover even if your claim arises from an event unrelated to COVID-19.

If you choose to travel overseas despite the current government warning in place, you may not have cover under this policy. Please ensure you review the terms, conditions and exclusions of this policy for further details.

If you are overseas currently and require urgent medical assistance, please call us: +61 7 3305 7499.

If your claim arises from an event unrelated to COVID-19, then it will be assessed in accordance with the terms, conditions and exclusions in the PDS.

If the claim arises from or relates to COVID-19, then the General Exclusion for epidemic/pandemic may apply and cover may be excluded.

Please note, this policy excludes claims arising from, or associated with, travel to countries or parts of a country for which an advice or warning has been released by DFAT or any other government department or official body, and the advice or warning risk rating is “Reconsider your need to travel” or “Do not travel” (or words to that effect).

While the current government warning of “Do not travel” remains in place, this policy may not provide cover even if your claim arises from an event unrelated to COVID-19. If you choose to travel overseas despite the current government warning in place, you may not have cover under this policy. Please ensure you review the terms, conditions and exclusions of this policy for further details.

You may not be covered for claims arising from COVID-19 should you decide to travel.

Please note, this policy excludes claims arising from, or associated with, travel to countries or parts of a country for which an advice or warning has been released by DFAT or any other government department or official body, and the advice or warning risk rating is “Reconsider your need to travel” or “Do not travel” (or words to that effect).

Whilst the current government warning of “Do not Travel” remains in place, this policy may not provide cover even if your claim arises from an event unrelated to COVID-19. If you choose to travel overseas despite the current government warning in place, you may not have cover under this policy. Please ensure that you review the terms, conditions and exclusions of this policy for further details.

In addition, we strongly encourage you to be fully informed of the risk of travel. Check with your travel provider, as well as Smartraveller and World Health Organisation for up to date information.

If you are overseas currently and require urgent medical assistance, please contact us immediately to discuss your case. Call us via phone: +61 7 3305 7499.

If you are quarantined as a result of COVID-19, any General Exclusion for epidemic/pandemic will apply to any claims you may make.

If your claim is unrelated to COVID-19, then it will be assessed in accordance with the terms, conditions and exclusions in the PDS.

In the first instance we recommend you contact your travel provider to re-arrange your flights.

If you are re-arranging due to COVID-19, any General Exclusion for epidemic/pandemic will apply.

If you are re-arranging travel to a country affected by COVID-19, a number of factors will determine whether you claim is covered.

  • If the claim arises from or relates to COVID-19, then the General Exclusion for epidemic/pandemic applies and cover will be excluded.
  • If you travel to a country where DFAT’s Smartraveller website has issued an advice or warning risk rating of “Reconsider your need to travel” or “Do not travel”, then your claim may be excluded, even if it arises from an event unrelated to COVID-19.
  • If your claim arises from an event unrelated to COVID-19, then it will be assessed in accordance with the terms, conditions and exclusions in the PDS.

If you are overseas currently and require urgent medical assistance, please call us: +61 7 3305 7499.

Yes, we recommend all travellers to contact their travel provider/s to discuss their travel plans. Your travel provider can provide you with more information about your options for adjusting your travel itinerary or obtaining refunds.

Stay up to date on Travel Information for COVID-19 from the DFAT's Smartraveller website and the World Health Organisation .

Yes, you can make your claim online atwww.travelclaims.com.au