Qantas Travel Insurance FAQs about COVID-19

Frequently Asked Questions for travel insurance policies purchased by residents of Australia and New Zealand (as at 23/04/20)

As COVID-19, continues to spread, many concerned customers are contacting us with questions about how it may impact their upcoming trips and their travel insurance.

This is general information for travellers with Qantas travel insurance policies.

If you have been directly impacted by coronavirus, travel bans or need medical assistance, please contact our Emergency Assistance team. 

If you need to submit a claim, you can download claim forms and get more information on our claims page. All claims and supporting documentation are assessed by our claims team on a case-by-case basis. As we’re experiencing high volumes of queries, we appreciate your patience as our team works to address your claims and concerns.

If you’re no longer travelling due to COVID-19 (either internationally or within Australia), please contact us to discuss your options. If you have booked your travel with Qantas, visit the Qantas website for more information.

What is the situation?
  • The World Health Organization (WHO) has declared the COVID-19 outbreak a pandemic.
  • The Australian and New Zealand governments are now advising travellers not to travel overseas.
  • To help prevent the spread of the disease, increased health and safety measures have been implemented in many countries across the world. Some of these measures include stay-at-home orders and entry restrictions.
  • Australian residents can visit Smartraveller to keep up to date with the latest information and advice.
  • New Zealand residents can visit safetravel.govt.nz to keep up to date with the latest information and advice.
What should I do if I am impacted by COVID-19
  • Stay informed with the latest information from authoritative sources such as Smartraveller and safetravel.govt.nz.
  • Contact your travel providers to understand their cancellation policies.
  • If you have incurred expenses or want to see if you can be covered for an event that has occurred, complete and submit a claim form with any supporting documentation.
  • If you’re no longer travelling due to COVID-19, please contact us to discuss your options.
Why are we suspending Qantas Travel Insurance sales for Australian and New Zealand residents?
To help prevent the spread of COVID-19, the Australian and New Zealand Governments have advised residents not to travel overseas. Several Australian State and Territory Governments have also placed restrictions on domestic travel. As a result, Qantas has temporarily suspended selling all new travel insurance policies for Australian and New Zealand residents.

There is no change to existing policies, which are still valid.
Will existing Qantas travel insurance customers be impacted by the suspension of sales?
No, all Qantas travel insurance policies that have already been issued will be effective per the terms of the policy provided at the time of purchase.
When will sales resume?
We will continue to monitor the situation closely and will advise once we resume selling new travel insurance policies.
What if I’m not travelling due to COVID-19 and I want to cancel my insurance policy?
If you’re no longer travelling due to COVID-19 (either internationally or within Australia), please contact us to discuss your options.
Will I be covered if I get COVID-19 when travelling, or if my travel plans change due to COVID-19?
Whether or not a claim is covered depends on the terms of your policy, which are contained in your Product Disclosure Statement (in Australia) or Policy Wording (in New Zealand).

As confirmed in our travel insurance alerts, we will not provide cover for claims related to COVID-19 for travel to and from:
  • China, for policies purchased from 5pm AEDT on 23 January 2020; and
  • the rest of the world, for policies purchased from 6am AEDT on 31 January 2020.
For policies purchased before these dates, you should first check whether your policy terms contain any covering clauses for claims related to COVID-19 (for example, medical cover overseas if you contract COVID-19) and whether your policy terms contain any exclusions which might affect your cover for claims related to COVID-19. Some policies contain exclusions for losses relating to:
  • travel or planned travel to a place for which there is a government ‘Do not travel’ warning; or
  • government prohibitions or regulations.
Should you become ill while travelling or if you are stranded overseas, you may contact our Emergency Assistance team for support and guidance. Please note that the current situation and government-imposed travel bans have put a strain on many health and transport services which may impact response times.
What should I do if my trip is delayed or cancelled due to COVID-19?
As a first step, if your travel plans are impacted, speak to your travel providers to see if you are able to receive a refund or credit for your arrangements.

If you have booked your travel with Qantas, visit the Qantas website for more information.

If you have to pay out of pocket when cancelling or rescheduling, you can submit a claim, along with your supporting documentation, for consideration. All claims are assessed on a case-by-case basis based on the terms of your travel insurance policy.
Why are we not covering the Coronavirus?
Unfortunately, travel insurance is not designed to cover everything. It is designed to cover unexpected circumstances. As we consider this outbreak to be a ‘known event’, we are no longer offering cover for it under new policies that are purchased.

You can find our latest travel advice for this event by visiting our Travel Alerts page.
Do we have any cover for the Coronavirus?
At this stage, it is not considered that disruption due to the current SARS-CoV-2 outbreak and resulting illness, COVID-19, are unforeseen, and we are not able to offer cover.

You can find our latest travel advice including relevant dates after which we will not offer cover for this event by visiting our Travel Alerts page.

Disclaimer

All cover is subject to the terms, limits and exclusions of your policy. The cover offered by your policy, including what cover sections are available, and what level of cover you have for benefits, will depend on the policy and options you have purchased. Please refer to your Certificate of Insurance (and to the Product Disclosure Statement for Australia and the Policy Wording for New Zealand) which was provided to you at the time of purchase. If you need these documents to be re-sent to you, please contact us.