ANZ Complimentary Credit Card Insurance and COVID-19 (Coronavirus) FAQ

Information for ANZ Eligible Cardholders regarding COVID-19

Information on this page is correct as of 24 March 2020.

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

What is a General Exclusion?

A General Exclusion is an exclusion which will be applied across all sections of an insurance policy, and applies regardless of when eligibility for cover was gained.  Should a General Exclusion apply, this means that your complimentary credit card travel insurance excludes cover for the event, activities or circumstances (specified in the exclusion) that causes your claim.

To understand what is excluded from the ANZ Complimentary Insurance covers, please refer to the General Exclusions section and the section specific exclusions of the relevant ANZ Policy Information Booklet for which your eligible ANZ card is applicable under: Premium Cards – Insurances, Insurance Policy Information booklet or the ANZ Business Black Travel Insurance, Policy Information booklet

What is a Pandemic 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.

Is COVID-19 considered a Pandemic or Epidemic?

Yes, COVID-19 is an infectious disease originating in Wuhan, China that has spread quickly throughout the local area, mainland China and now internationally.

World Health Organisation (WHO) and Australian Government Smartraveller websites provide up-to-date information on COVID-19.

The World Health Organisation has characterised COVID-19 as a pandemic.

Are ANZ Eligible Cardholders covered for COVID-19 with their complimentary credit card travel insurance?

To receive a formal outcome, ANZ Eligible Cardholders must submit a claim.

ANZ Eligible Cardholders who meet the eligibility criteria should be aware of the information for their Complimentary Credit Card Insurance.

Whilst there is no General Exclusion for pandemic or epidemic mentioned in the Premium Cards – Insurances, Insurance Policy Information booklet or the ANZ Business Black Travel Insurance, Policy Information booklet, ANZ Eligible Cardholders should be aware that other exclusions have the potential to apply.

Other exclusions may apply depending upon the circumstances of an individual claim. General Exclusions include but are not limited to:

The customer failing to follow advice or act upon a warning:

  • from any government; or
  • from any official body; or
  • broadcast or published in mass media;

Any interference with your travel plans by any:

  • government; or
  • government regulation; or
  • prohibition or intervention; or
  • official authority

For example, if Smartraveller has a warning, ‘Do not travel’ due to the risk of COVID-19 infection for a destination and a customer chooses to ignore the warning and is infected with COVID-19, cover may be excluded.

Or if, a government closes its borders to inbound travellers due to COVID-19 and you are unable to enter and follow your planned travel across the closed border, cover may be excluded.

What if an ANZ Eligible Cardholder has booked travel and wants to cancel?

Cancellation cover may be provided if the reason(s) for your cancellation are unexpected. However, cover will not be provided if the ANZ Eligible Cardholder was aware of circumstances before becoming eligible of any reason that may cause the trip to be cancelled.

You therefore need to consider your own personal circumstances. We are not able to provide you with a cover decision. To receive a formal outcome, ANZ Eligible Cardholders must submit a claim.

You should also contact your travel agent or travel service provider (airline, cruise line or Tour Company, etc) as they may be able to support you in obtaining refunds, credits or travel re-scheduling.

Can ANZ Eligible Cardholders make a claim for consideration?

Every ANZ Eligible Cardholder can submit a claim and have their individual circumstances considered in accordance with the eligibility criteria which includes the terms, conditions, limits and exclusions that apply as set out in the Premium Cards – Insurances, Insurance Policy Information booklet and the ANZ Business Black Travel Insurance, Policy Information booklet.

If you would like to claim, we encourage you to claim online via


Lodge your claim online


Email us

Call our Claims team
1300 135 271
Monday to Friday 8am – 7pm AEST
Saturday 8am – 5pm AEST 


Complimentary insurance covers: AWP Australia Pty Ltd ABN 52 097 227 177 AFSL 245631 (trading as Allianz Global Assistance) under a binder from the insurer, Allianz Australia Insurance Limited ABN 15 000 122 850 AFSL 234708 has issued a group policy to Australia and New Zealand Banking Group Limited (ANZ) ABN 11 005 357 522 AFSL and Australian credit licence 234527 which allows eligible ANZ account holders and cardholders to claim under the group policy as third party beneficiaries. The eligibility criteria, terms, conditions, limits and exclusions of the group policy are set out in the Premium Cards – Insurances, Insurance Policy Information booklet and ANZ Business Black Travel Insurance, Policy Information booklet which may be amended from time to time. An excess may be deducted from any benefit paid. ANZ does not guarantee this insurance. Any advice has been prepared without taking into account your objectives, financial situation or needs.  You must check whether or not it is appropriate, in light of your own circumstances, to act on this advice.