Travel insurance for Coronavirus (COVID-19)

Coronavirus has changed the way we travel. Our Qantas Travel Insurance policies now includes cover for some coronavirus related events. So before you head off on your next trip, it’s more important than ever to know exactly what you are and aren’t covered for.

Coronavirus

Is coronavirus cover available on all plans and what are the benefits?

Cover for some coronavirus related events is available on all our plans, but the types of benefits and benefit limits vary between international and domestic plans.

As much as we’d love to cover every coronavirus-related scenario that a traveller can think of, that’s not what travel insurance is designed to do, so carefully read the Product Disclosure Statement (PDS) for Australian residents, or Policy Document for New Zealand residents, to know what is, and isn’t, covered.

  • Overseas Medical Benefit: If you get sick with coronavirus while on your trip, our International Comprehensive travel insurance plans include cover for overseas medical expenses.
  • Medical evacuation and repatriation: Both our International and Australian Comprehensive travel insurance plans include cover for medical evacuation and repatriation if we agree it’s medically necessary, based on the reasonable recommendation of a medical practitioner appointed by us.
  • Coronavirus Travel Costs: Our ‘Coronavirus Travel Costs’ benefit is available on our International and Australian Comprehensive plans, and can provide cover for several coronavirus related events, including quarantine expenses and trip cancellation if you are diagnosed with coronavirus.

Qantas Travel Insurance cover for some coronavirus-related events:

International Comprehensive
For residents of Australia and New Zealand.
Limits per primary traveller#
Australian Comprehensive
For residents of Australia.
Limits per primary traveller#
Medical Expenses Overseas^ (includes coronavirus) Unlimited Not applicable
Medical Evacuation and repatriation (includes coronavirus) Unlimited $10,000
Coronavirus Travel Costs $2,500 $2,500

^For up to one year after the illness or injury first occurs. # Sub-limits apply. This is a brief summary of cover and does not include the full terms, conditions, limitations and exclusions. Please read our Product Disclosure Statement (for Australian residents) or Policy Document (for New Zealand residents) for full details.

What’s covered under the Coronavirus Travel Costs benefit?

The Coronavirus Travel Costs benefit, available on our International and Australian Comprehensive plans, includes cover for the following events up to a limit of $2,500 per primary traveller:

  • Your non-refundable travel costs incurred if you or a member of your travelling party is certified by the attending medical practitioner as being medically unfit to travel due to being diagnosed with coronavirus after you purchase your policy.
  • Your non-refundable trip costs if your close relative or business partner in Australia (for Australian residents) or New Zealand (for New Zealand residents) is hospitalised or dies due to being diagnosed with coronavirus after you purchase your policy.
  • Your non-refundable travel costs if you or a member of your traveling party is a healthcare worker, residential care worker or law enforcement officer and your (or their) leave is cancelled due to coronavirus.
  • When your pre-booked accommodation is closed for cleaning following a confirmed case of coronavirus at the accommodation, we’ll pay towards reasonable travel and 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 reasonable additional travel costs - don’t forget to get written confirmation from the carrier or relevant authority.
  • Costs for your compulsory quarantine if during your trip you or a member of your travelling party are diagnosed with coronavirus or are a confirmed ‘close contact’ (this includes the costs of things like hotel, meals and, most importantly, Netflix!).
  • Your reasonable childcare costs if you are diagnosed with coronavirus during your trip - the ability to entertain the kids in a hotel room overseas may be hindered if you’re unwell.
  • Your reasonable costs for care of your pets back home if you are diagnosed with 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: travel to; plan 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 prohibition, regulation or intervention, including travel bans and border closures.
  • Losses arising from failure to follow advice from official bodies, including vaccination advice where applicable.
  • 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.
  • When you buy or extend a policy or make or undertake travel arrangements when you are aware, or a reasonable person in your circumstances should have been aware, of circumstances that could lead to a claim.
  • Ignoring doctor’s advice and travelling anyway – 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’re returning to your home in Australia (for Australian residents) or New Zealand (for New Zealand residents) or travel interstate or overseas - this is an expense that you should incorporate into your travel plans.
If I have contracted COVID-19 at any stage before purchasing a policy, must this be declared as a pre-existing medical condition?
If a traveller contracts COVID-19 before purchasing their policy, and it meets the definition of an ‘existing medical condition’, it needs to be declared at the time of purchase.

An ‘existing medical condition’ is any medical condition which:

at the time you buy your policy is:
  • chronic; or
  • displaying symptoms; or
  • under investigation; or
  • pending follow-up consultation, treatment or surgery; or where these are recommended or planned; or
  • metastatic; or
  • terminal; or

in the six months prior to the time you buy your policy there has been:
  • treatment by a medical practitioner; or
  • medication prescribed; or
  • surgery.

We will assess the condition and determine any additional premium if we are able to offer cover for the ‘existing medical condition’.

Should a traveller’s existing medical condition be declined for cover, or if cover is offered but the traveller opts to not pay the additional premium to add this cover to their policy, any claims arising from their existing medical condition would be excluded.
What do I do if I have a positive COVID-19 PCR test BEFORE I’m due to travel?
  • Qantas Travel Insurance policies include a Coronavirus Travel Costs benefit of up to $2,500 which may be applicable if you or your travel companion are not fit to travel due to contracting COVID-19.
  • Firstly, speak with your travel providers, as you may be able to cancel or change your arrangements at no or minimal cost. If you booked through a travel agent, they may be able to assist you with this, too.
  • Then download and submit a claim form, and we’ll assess it based on your situation.

Please note, if you’re already travelling and need to make changes to a flight or your accommodation, even at the last minute, don’t delay in speaking with your airline or provider. If you can’t continue with your planned arrangements due to a positive diagnosis, simply not showing up could mean you forfeit your booking or incur additional fees when you may have been able to move your dates or times at no or minimal cost.
How do I prepare myself for a possible COVID-19 diagnosis whilst travelling?
Planning is the key to being better prepared for travelling while COVID-19 continues to impact travel.

Knowing what you’re covered for, what to do and who to contact in the event of a positive COVID-19 test during your trip will help navigate these potentially new situations for many travellers:
  • Before you go - plan ahead to make sure you understand what you will need to do if you do receive a positive COVID-19 test during your trip
  • On-trip – what to do if you test positive

Here are a few tips that may assist you:

Before you go
  • Research the government requirements around a positive COVID-19 test at the destinations you intend to visit
    No two countries are alike, and neither are their rules around dealing with COVID-19 cases. Some countries may require hospitalisation if you test positive for COVID-19 while travelling to or through them, regardless of whether or not you have symptoms. It’s important that you know if there are any quarantine or testing requirements on both entry and exit from where you're travelling, as well as the costs.
  • Understand your travel insurance policy and its benefit limits
  • All our travel insurance plans have different benefit limits and exclusions – make sure you know what they are and if you’ve purchased the right level of cover for you. You can read more about what is, and isn’t, covered for Coronavirus-related events. If you’re not sure, contact us.

  • Budget for a positive COVID-19 test result
  • It’s always a good idea to keep some reserves for last minute unexpected costs you might incur if you do test positive for COVID-19 while you are travelling.

On trip
  • Talk to your airline or travel provider
  • If you need to make changes to a flight or your accommodation, even at the last minute, don’t delay in speaking with your airline or provider. If you can’t continue with your planned arrangements due to a positive COVID-19 test, simply not showing up could mean you forfeit your booking or incur additional fees when you may have been able to move your dates or times at no or minimal cost. If you booked through a travel agent, they may be able to assist you with this, too.
  • Contact Emergency Assistance if you need help overseas
  • If you’ve received a positive COVID-19 test and you’re already travelling, contact our 24/7 Emergency Assistance team who can help with what to do. They can help navigate what to do if you can’t travel home as planned, help you access medical attention or hospitalisation if you’re sick, or talk you through options to extend your policy if you’re stuck and can’t get home. If your diagnosis is at the end of your trip and you are unfit to travel, your policy may automatically extend to when you’re able to fly and get home by the first available flight.
What do I do 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 you’ve had coronavirus in the past, you first may require a medical screening to confirm cover.
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 ‘Medical Expenses’ and 'Medical Evacuation and 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, 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.

Coronavirus medical expenses

If I get sick with coronavirus on my trip, will my medical expenses be covered?
If you purchase one of our ‘International Comprehensive’ policies and you contract coronavirus while overseas, your policy can offer you:
  • 24/7 access to our Emergency Assistance team, who can help you get local medical care; and
  • cover for necessary medical expenses incurred overseas (including hospitalisation) for up to 12 months from the date the illness first appears, where the illness continues; and
  • cover for medical evacuation or repatriation, if we determine it’s necessary in consultation with the attending medical practitioner.
We only offer the cover mentioned above if your symptoms first appear, and your coronavirus diagnosis is made, after you purchased your policy.

In addition, we offer cover:

1. If you have to cancel your non-refundable pre-paid travel arrangements because:

  • You or a member of your travelling party are diagnosed with coronavirus after you buy your policy, and you or they are certified as medically unfit to continue with your original travel plans.
  • Your close relative or business partner in Australia (for Australian residents) or New Zealand (for New Zealand residents) is hospitalised or dies due to coronavirus that is diagnosed after you buy your policy.
  • You or a member of your travelling party are permanently employed as a healthcare or residential care worker or law enforcement officer, and your or their pre-approved leave is cancelled by the employer due to coronavirus.
This cover starts when you purchase your policy and is available before your trip starts, and during your trip.

2. If you incur certain additional travel costs because, during your trip:

  • You are unable to stay at your pre-booked accommodation due to it being closed for cleaning following a confirmed case of coronavirus at the accommodation. (This cover is available from the moment you purchase your policy, even if your trip hasn’t started.)
  • You are denied boarding on your scheduled public transport because you are suspected of being infected with coronavirus.
  • You or a member of your travelling party are confined to compulsory quarantine due to your or their diagnosis of, or confirmed close contact with a case of, coronavirus.

3. For certain additional child and pet minding services if, during your trip, you are unable to take care of your dependent children or your pets due to you being diagnosed with coronavirus.

Exclusions and benefit limits apply. Most cover is subject to a 72-hour waiting period if you purchase when you are already travelling. Please see the Product Disclosure Statement (for Australian residents) or Policy Document (for New Zealand residents) for details.

I’ve had coronavirus before. Am I covered if I experience new symptoms while travelling?

If your previous diagnosis of coronavirus falls within our definition of an existing medical condition, it is not automatically covered. You will need to complete an online screening at the time of policy purchase to see if cover can be provided for an additional premium. If your previous diagnosis of coronavirus does not fall within our definition of an existing medical condition, your policy can offer cover for overseas medical expenses should you contract coronavirus again while overseas.

Coronavirus trip cancellation or changes

If I get coronavirus and have to cancel or change my trip, will my costs be covered?

If you are medically unfit to travel due to a diagnosis of coronavirus and have to cancel your trip, there is cover available under the ‘Coronavirus Travel Costs’ benefit up to the benefit limit for your non-refundable trip costs.

In order to be covered, your symptoms must first appear, and diagnosis must be made, after your policy has been purchased. You must have confirmation from a medical practitioner that, due to your coronavirus diagnosis, you are medically unfit to continue with your original travel plans.

There’s no cover if you buy a policy when you are aware, or a reasonable person in your circumstances should have been aware, that you are medically unfit to travel - such as buying a policy after you’ve had close contact with a case of coronavirus and you know you need to get tested.

If I have to cancel or change my trip because my travel companion gets coronavirus, will my costs be covered?

If you have to cancel your trip because a member of your travelling party is deemed medically unfit to travel due to being diagnosed with coronavirus after the policy is issued, we offer cover for your non-refundable trip costs up to the benefit limit.

If I'm placed in compulsory quarantine (e.g. following a coronavirus test) and have to cancel or change my trip, will my costs be covered?
  • Under the ‘Coronavirus Travel Costs’ benefit, we offer cover for additional expenses you incur, up to the benefit limit, if you are required to quarantine as a result of your diagnosis of, or confirmed close contact with a case of, coronavirus during your trip.
  • You will need to provide written documentation from the attending medical practitioner or local health authority that confirms that, due to your diagnosis or confirmed close contact, you were required to quarantine.
If I have to cancel or change my trip due to a travel restriction (e.g. a border closure), will my costs be covered?

Cancellation or additional expenses cover in the policy is only provided for certain coronavirus-related events. Cancellation which arises from a government travel restrictions such as a travel bans or border closures are not events that the policy offers cover for.

Aside from those events listed in the ‘Coronavirus Travel Costs’ benefit section, the policy excludes cancellation cover for any loss that arises from an epidemic, pandemic or World Health Organization declaration of a public health emergency of international concern, as well as for losses arising from any government prohibition, regulation or intervention.

If you are unable to use your policy due to a coronavirus travel ban, we have options available.

Other important information:

  • You may still be able to travel if you have an exemption to a travel ban; however, if in addition to the travel ban there is a ‘Do Not Travel’ warning for the country or region where you’re travelling or where you’re travelling to, this warning will still apply to you, and you will not have cover for a loss arising from travelling or planning to travel against that warning.
  • Keep up to date with the latest government and health advice as it may change regularly and at short notice. While there are many bans and restrictions being imposed between countries, most are allowing their own citizens to come home, although you may be subject to quarantine measures when you arrive home.
  • For Australian travellers seeking international information see smartraveller.gov.au and for domestic information see health.gov.au.
  • For New Zealand travellers seeking international information see safetravel.govt.nz.
If the government issues a 'Do not travel' warning for my destination and I cancel or change my trip, will my costs be covered?

No, this is not one of the coronavirus-related events that the policy offers cover for.

We recommend that you research the area(s) you are travelling to and keep up to date with the latest government and health advice before as well as during your trip:

If you are unable to use your policy due to a coronavirus-related travel ban, we have options available.

If I cancel or change my trip because I'm worried about getting coronavirus, will my costs be covered?

We’re unable to offer cancellation cover because you are worried about the risk of contracting coronavirus, as it is not a coronavirus-related event the policy offers cover for.

Speak to your travel providers to see what refund or other options may be available.

Do I need medical proof of my positive COVID-19 result if I need to cancel my trip?
Yes. You will need to provide documentation to support the circumstances of your claim. We understand that the type of documentation you are able to provide may vary and we assess every claim on a case-by-case basis.

You should submit as much information as you’re able to along with your claim, as this will help us to assess your claim in a timely manner and reduce the possibility that we may need to ask you for further information. Information you supply may include:
  • PCR Test result demonstrating that at the time you were due to travel, you had an active COVID-19 diagnosis;
  • Proof you were subject to mandatory isolation at the time you were due to travel due to a registered positive RAT (Rapid Antigen Test) result; and/or
  • Letter from a medical practitioner confirming you are medically unfit to travel due to being diagnosed with COVID-19.

Don’t forget to contact your travel service providers as well, as you’ll also need to demonstrate that you have requested to refund or tried to reschedule your arrangements, and what your out of pocket costs are.
What if my PCR test hasn’t come back in time, and I’m denied boarding for my flight or need to cancel my trip, is there any provision to claim in the policy?
As the timeframe to receive results can vary based on the type of test and the lab it is sent to, travellers should plan accordingly.

If the reason for being denied boarding is failure to fulfil boarding requirements, such as to have results of a PCR test, this may not be covered under the policy.

If you need to cancel or rearrange your travel arrangements, even at the last minute, don’t delay in speaking with your airline or other travel providers to minimise any potential cancellation costs or fees. If you booked through a travel agent, they may be able to assist you with this, too. If you incur expenses, you should submit a claim along with all supporting documentation, all claims are assessed on a case-by-case basis.

Travelling when warnings in place

If the government issues a ‘Do no travel’ warning for coronavirus in my destination and I choose to go there anyway, will I have cover for coronavirus-related expenses?

No; any losses that arise from your failure to follow the ‘Do Not Travel’ advice issued by the Australian government (for Australian residents) or New Zealand government (for New Zealand residents) will not be covered.

We recommend that you research the area(s) you are travelling to and keep up to date with the latest government and health advice before as well as during your trip:

Cover may be available for some coronavirus-related events. Refer to the Product Disclosure Statement (for Australian residents) or the Policy Document (for New Zealand residents) for all policy terms, conditions, limits and exclusions.

If the government issues a ‘Do not travel’ warning for my destination while I’m there, will I have cover for coronavirus-related expenses?
  • If you remain in a country or region despite a ‘Do Not Travel’ warning being issued for coronavirus by the Australian government (for Australian residents) or New Zealand government (for New Zealand residents), the policy will not offer cover for coronavirus.
  • If you are stuck overseas and need assistance, you can contact our Emergency Assistance team; cover may be available for some coronavirus-related events, depending on your specific circumstances. However, the policy does not cover cancellation or additional expenses incurred following the issue of a government “Do Not Travel” warning arising from coronavirus-related events nor for losses that arise from an epidemic, pandemic or World Health Organization declaration of a public health emergency of international concern. Refer to the Product Disclosure Statement (for Australian residents) or the Policy Document (for New Zealand residents) for all policy terms, conditions, limits and exclusions.

Coronavirus quarantine costs

If I'm placed in mandatory quarantine on my trip because I have (or might have) coronavirus, will my quarantine costs be covered?

If you are diagnosed with coronavirus (or have had a confirmed close contact with a case of coronavirus) during your trip and are confined to compulsory quarantine, there is cover available for your reasonable additional travel, accommodation, meals and entertainment costs up to the benefit limit. To be covered, the attending medical practitioner or local health authority must advise us in writing that your quarantine is necessary due to the diagnosis or confirmed close contact.

Self-isolation or mandatory quarantine for travellers which arises for any reason (other than being diagnosed with coronavirus or having confirmed close contact with a case of coronavirus) is not covered under our policies; for example, if all travellers entering a country or region are required to undergo a mandatory quarantine period on entry, costs associated with this are not covered.

Read the Product Disclosure Statement (in Australia) or Policy Document (in New Zealand) for all policy terms, conditions, limits and exclusions.

Coronavirus vaccinations

What if I purchase a policy and then receives a dose of the vaccine which makes me sick?
A) Is this a ‘pre-existing condition’ for which cover is excluded or offered at additional cost?
Any condition that occurs after the purchase of the policy would not be considered an existing medical condition.

B) Do I need to let us know about the reaction?
There is no requirement for you to let us know prior to travel about being ill due to a vaccination, however if this occurs close to when you are travelling, you should get written confirmation from your doctor that you are fit to travel.

C) Will I have cover if I need to cancel my trip due to the reaction, and if so, under which benefit?
A vaccination reaction would not be considered a diagnosis of Coronavirus so cover would not be available under our ‘Coronavirus Travel Costs’ benefit. However cover may be available under the ‘Cancellation and additional expenses’ section if you are certified as unfit to travel by a medical practitioner.
What if I have a vaccine dose shortly prior to departure and have a reaction to the vaccine whilst away, is there cover?
In the event that after purchasing a policy and departing on their trip, a traveller develops a medical condition arising from vaccination, cover may be available for overseas medically necessary expenses, or under the ‘cancellation and additional expenses’ section of the policy (subject to the terms, conditions and limitations of the policy).
What if I purchase a policy and then I’m unable to travel because I’m not vaccinated, will you provide a refund for the policy?
If a traveller requests a refund during the 21-day cooling off period, they are entitled to this, provided they have not used the policy.

If Coronavirus travel restrictions impact their ability to travel, we can offer a refund, provided they have not used the policy.

For other circumstances, outside of the cooling-off period, if a traveller wishes to cancel a policy, we may, at our discretion, refund that part of the premium paid for the unused period of insurance. To be eligible for a refund, they cannot have started the trip, have made a claim or intend to make a claim or exercise any other right under the policy
Does Qantas Travel Insurance require all travellers to be vaccinated for COVID-19?
Vaccination is not an eligibility requirement to purchase a travel insurance policy.

However, if you are able to be vaccinated, and choose not to take this precaution, it may impact the cover that is available, if this choice leads to a claim as there are policy exclusions that could apply.

The policy continues to offer cover for other circumstances, as per the policy terms and conditions.

Remember, travellers may be required to be vaccinated in order to board certain forms of transport, or to enter certain destinations.
Will you cover me if I'm not vaccinated?
The Australian Government (for Australian Residents) and the New Zealand Government (for New Zealand Residents) strongly supports immunisation, and the World Health Organization (WHO) advises that It is important to be vaccinated as soon as possible.

If you choose not to take appropriate preventative and precautionary measures to protect against the risk of COVID-19, including vaccination, there are policy exclusions that may apply and affect the cover available if your trip is impacted by COVID-19.

Whether or not you are vaccinated, it is important that you observe appropriate preventative and precautionary measures, such as wearing a mask and practising physical distancing. Remember to check the government and health advice before you go.

If you cannot be vaccinated for COVID-19 for medical reasons, we will take these circumstances into account when we assess what is fair and reasonable with regard to your claim.

It is important to be aware of the requirements of your transport provider as well as the entry requirements at your destination, as losses such as being denied boarding or entry, or additional quarantine requirements due to your vaccination status, are not events that are covered by our policies.

For Australian Residents, refer to Department of Health, WHO and the Product Disclosure Statement (PDS) for more information.

For New Zealand Residents, refer to Department of Health, WHO and Policy Document for more information.
Will you cover me if I am unable to be vaccinated for medical reasons?
If you cannot be vaccinated against COVID-19 for medical reasons we will take these circumstances into account when assessing any claim; you may also need to provide documentation from a recognised medical professional to demonstrate this.

You should ensure that you are aware of the entry requirements at your destination, and the requirements of your transport providers, including any documentation you may need to provide regarding vaccination status.

Note: Our policies do not offer cover if a traveller is required to quarantine, or is denied boarding by their transport provider or entry at their destination, due to not being vaccinated (even if the traveller is unvaccinated due to a medical reason).
Which vaccines are recognised for Qantas Travel Insurance?
Our policies do not recognise or exclude specific vaccinations, however travellers should maintain awareness of which vaccinations are recognised by their transport provider and/or at their destination / point of entry, and plan accordingly.

Travellers can refer to the World Health Organization (WHO) for more information on the safety and efficacy of different vaccines.

Note: Our policies do not offer cover if a traveller is required to quarantine, or is denied boarding by their transport provider or entry at their destination, due to not being vaccinated or based on the type of vaccine they have received (even if the traveller is unvaccinated due to a medical reason).
Is getting a COVID-19 vaccine after the purchase of a policy, a declarable medical event a customer needs to advise us about?
No, travellers are not required to contact us to declare vaccinations when purchasing a policy.

Claiming

How do I make a Qantas Travel Insurance claim?

Travel insurance claims can be lodged 24 hours a day, 7 days a week.

All you need to do is download and complete our claim form with details about:

  • The type of claim you are making,
  • The circumstances surrounding the claim,
  • The expenses you are claiming.

Once your claim has been submitted, we’ll be in touch to advise you of the outcome or request more information if required.

If you need help with your claim, you can call us on:

1300 783 146 (within Australia) or +61 2 8256 1514 (outside Australia)

If you need emergency assistance while travelling, call us on:

1300 555 019 (within Australia) or +61 3 8523 2800 (outside Australia).
Do you accept a positive RAT test as evidence for a claim?
The type of evidence required to support any claim will vary. It is best to obtain as much information as you can to support any potential claim. Depending on the scenario, a Rapid Antigen Test result may be sufficient, however, in order to confirm the facts of your claim, we’ll look at what is reasonable in the situation, and may need additional information.

You should also adhere to applicable government advice and register the results of any positive Rapid Antigen Test as required.

Help

Where can I find more information about travel insurance?

We recommend that you read the FAQs available here as well as the Product Disclosure Statement (in Australia) or Policy Document (in New Zealand).

If you still have any questions, please contact our Customer Service team who will be happy to help you.

Who should I contact if I need help while I’m on my trip?

If you’re experiencing a medical emergency and need medical help (including for coronavirus), seek help from local authorities and medical or law enforcement officers as needed.

You can also contact our 24/7 Emergency Assistance team who can help you obtain medical help, and if medically necessary they can work with local authorities to repatriate you home, subject to the terms and conditions of your policy.

You can also contact us while you’re travelling if you have any questions.

How do I cancel my travel insurance policy?
If you are unable to use your policy due to a coronavirus travel restriction, we have options available.

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