Qantas Travel Insurance FAQs about coronavirus (COVID-19) for policies purchased on or after 11 Dec 2020

These frequently asked questions should be read in conjunction with the Product Disclosure Statement (in Australia) or Policy Document (in New Zealand) which details the full terms, conditions, limitations and exclusions.

For policies purchased before 11 December 2020, please contact us for any enquiries you have.

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) within 12 months of the date the illness first appears; 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. 

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 unfit to travel.

There’s no cover If you buy a policy when you, or a reasonable person in your circumstances, should be aware you may be medically unfit to travel - such as buying a policy after you’ve had close contact with a case of coronavirus and 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 can offer cover for your non-refundable trip costs up to the benefit limit.

If I'm placed in compulsory self-isolation (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 can offer cover for additional expenses you incur, up to the benefit limit, if you are required to self-isolate following your diagnosis 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 self-isolate.

If I have to cancel or change my trip due to a travel ban (e.g. a border closure), will my costs be covered?

Cancellation cover in the policy is only provided for certain events. Cancellation which arises from a government travel ban, or from a government travel warning are not events that the policy offers cover for.

Aside from those events listed in the Coronavirus Travel Costs benefit, the policy excludes cancellation cover for any loss that arises from an epidemic or pandemic, as well as for losses arising from government intervention or regulation.

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, this warning will still apply to you, and you will not have cover for a loss arising from traveling 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 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: 

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 you are unable to use your policy due to a coronavirus 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 cancelation cover because you are worried about the risk of contracting coronavirus as it is not an event the policy offers cover for.
• Speak to your service providers to see what refund or other options may be available.

1. We offer cover if you have to cancel your 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 unfit to travel.
• 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. We offer cover 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. This event can also be covered before your trip starts, from the purchase of your policy.
• 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. We offer cover for certain additional child and pet minding services if, during your trip, you are unable to take care of your dependent children or pets due to you being diagnosed with coronavirus.

Exclusions and benefit limits apply, all cover is subject to 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.

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 still have cover for coronavirus related expenses?

• No, any losses that arise from your failure to follow ‘Do Not Travel’ advice issued by the Australian (for Australian residents) or New Zealand (for New Zealand residents) government 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: 

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 no travel’ warning for my destination while I’m there, will I still 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.

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 person diagnosed with coronavirus) during your trip and are confined to mandatory quarantine, there is cover available for your additional travel, accommodation, meals and entertainment costs up to the benefit limit. To be covered, the attending registered medical practitioner or local health authority must advise us in writing that your quarantine is necessary.

Self-isolation or mandatory quarantine for travellers which arises for any reason (other than being diagnosed with coronavirus or confirmed close contact with a person diagnosed with 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 full details of cover, and exclusions.

Other

I’m currently stuck overseas and can’t return home as planned. Can I extend my policy dates to cover me if it runs out while I’m still overseas (or buy a new policy)?

Extending your policy

• Provided that your current policy has not expired, and you meet the eligibility requirements, you can extend a policy up to a maximum of 12 months:

- all travellers are currently within the plan age limits - such as if you are travelling with accompanying children;

- you haven’t claimed and don’t intend to claim for an event that has already occurred;

- your health (and any other relevant circumstances that might foreseeably lead to a claim) hasn’t changed; and

- you don’t have any specified medical conditions covered under your current policy.

Buying a new policy whilst overseas

• If you don’t qualify for an extension you can buy a new policy to cover your additional travel dates.
• If you buy a new policy whilst you’re already overseas, you must purchase it to cover until the date you plan to return to your home in Australia (or New Zealand for New Zealand policies).
• If your existing policy has expired at the time you purchase a replacement policy, the new policy will be subject to a 72-hour waiting period, during which there is no cover for any events.

Automatic extension

• If the carrier you’re travelling on is delayed, or your trip is delayed by an event that entitles you to make a claim under this policy, the period of insurance will automatically be extended beyond the period of your original trip. This extension lasts until you’re capable of travelling to your final destination via the most efficient and direct route, including the journey there, or for a period of 6 months beyond the period of insurance, whichever happens first.

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.

Where can I find more information about travel insurance for coronavirus?

You can learn more on our Travel insurance for coronavirus cover page or contact our Customer Service team who can assist.

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.