FAQs for Travel Insurance COVID-19 (Coronavirus)

Information for Travel insurance policy holders regarding COVID-19

Last Updated on: 30 June 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.

Can I get a refund for my travel insurance?

We are offering eligible customers who purchased travel insurance prior to 18 March 2020, and whose travel plans have been cancelled or shortened due to COVID-19, the option to cancel the remainder of their policy, and obtain a refund for the unused premium portion.

Eligible customers who purchased Travel Insurance on or after 18 March 2020 will be given the option to cancel their insurance and receive a full refund of the premium.

Please note, eligibility criteria apply.

The quickest way to process your refund is via our COVID-19 Insurance Refund Portal

Please call us on 1800 440 806 (Monday to Friday, 8am-7pm; Saturday, 8am-5pm AEST) or email us at TravelHelpdesk@allianz-assistance.com.au

What portion of your premium will be refunded? 

We will refund the ‘unused’ portion of your premium. The portion of premium you have used depends on a number of factors, including your travel dates and whether or not your policy contained journey cancellation cover.

What do we mean by ‘used’ premium?

For policies that cover journey cancellation, cover starts as soon as you buy your policy, and so your premium starts to be used immediately from the time of purchase.  For policies that do not cover journey cancellation, cover starts at the beginning of your journey, and so your premium starts to be used when you commence your journey.

What do we mean by the ‘unused’ portion (the refundable portion) of your premium?

If you did not travel or did not start your journey

If your policy provided journey cancellation cover, you will be refunded the portion of your premium relating to the period after

  • 18 March 2020, when the Australian Government increased travel restrictions to Level 4, Do Not Travel for all international destinations; OR
  • The date you requested to cancel your policy; OR
  • The date your trip was due to commence (if this date was before 18 March 2020)

whichever date happened first.

If your policy doesn’t cover journey cancellation, you will get a full refund.

If you had started your journey

If you commenced your travel but had to shorten your journey, the refund amount is calculated based on proportion of the policy that remains unused as at the date you returned home.

Are there any cancellation fees? 

No fees will be charged in relation to the cancellation and refund of your policy premium.

What if I stated my travel but had to shorten my journey due to COVID-19?

You may be eligible for a refund. The refund amount is calculated from the date you returned home from your journey until the end date of the policy.

Can I get a refund if I have made a claim? 
Refunds are available for customers if you have not made a successful claim on your policy (i.e. accepted in part or in full) and do not currently intend to make a claim on your policy. If the claim was declined due to COVID-19, you may be eligible for a refund.

Can I change the dates on my policy? 

Date changes are permitted, however eligibility criteria applies.  Please call us on 1300 726 087 (Monday – Friday 8am – 7pm AEST; Saturday 8am – 5pm AEST) or email us at travelsales@allianz-assistance.com.au.

Will I be charged extra if I change the dates on policy? 

This varies depending on the circumstances; changing dates may incur an additional premium. 

I have complimentary travel insurance through my credit card, what do I do?

Because you did not pay a fee for the travel insurance premium, there is no refundable amount. If you paid an administration fee for an assessment for a Pre Existing Medical Condition, this is non-refundable.

What is a General Exclusion?

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

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

What is a Pandemic and Epidemic?

Your Travel Insurance PDS may include a definition of a Pandemic and 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.

Does my policy have a General Exclusion for a Pandemic?

Terms, conditions and exclusions differ between policies.

To understand what is excluded from your Travel Insurance policy, including any exclusion for claims arising from, related to or associated with an actual or likely Epidemic, or the threat of an Epidemic or Pandemic or government warnings or government restrictions, please refer to the General Exclusions section of your Product Disclosure Statement (PDS).

In addition, specific exclusions may apply to each section or benefit in the policy.

I have complimentary credit card insurance, am I covered for COVID-19?

Complimentary Credit Card Insurance is provided under a group policy. Your individual Credit Card Insurance Booklet (Booklet) provides details of the group policy.

Where the group policy contains a General Exclusion for an Epidemic/Pandemic, it will be applied to all claims arising from COVID 19 and will apply to all policy sections.

Not all complimentary credit card policies have a General Exclusion for an Epidemic and/or Pandemic.

However, other exclusions may apply.  For example, if your policy contains exclusions relating to government interference in your travel plans, government warnings or government restrictions, these exclusions may be applicable to your circumstances. Please refer to the Booklet for further information.

What does the Level 4 Travel Warning, issued by the Australian Government, mean?

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

How does the Level 4 travel warning, issued by the Australian Government, impact my policy?

Please note, your policy may exclude 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 your policy. Please ensure that you review the terms, conditions and exclusions of your policy for further details.

I have paid for my trip, however I now want to cancel it. Will my cancellation costs be covered under my insurance policy?

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 in accordance with the terms, conditions and exclusion of your policy.

If the reason you want to cancel your trip arises from or relates to COVID-19, then any General Exclusion in your policy for an Epidemic, Pandemic, government warning or government restriction as a result of COVID-19 may apply and cover will be excluded.

If I travel to a country with COVID-19 cases, will I be covered?

If you travel to a country 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 any General Exclusion for Epidemic, Pandemic, government warning, or government restriction in your policy will apply 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.

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

If I travel to a country that is not impacted by COVID-19, will I be covered?

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.

However, if the claim arises from or relates to COVID-19, then any General Exclusion in your policy for an Epidemic, Pandemic, government warning or government restriction as a result of COVID-19 may apply and cover may be excluded.

If I go on my trip and contract COVID-19, will I be covered?

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

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 I am quarantined, will my policy cover my loss of income?

If you are quarantined as a result of COVID-19, any General Exclusion in your policy for Epidemic, Pandemic, government warning or government restriction 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.

Will I be covered if I re-arrange my flights?

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 in your policy for Epidemic, Pandemic, government warning or government restriction will apply.

Should I contact my travel provider/s?

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

Where can I find updates?

Stay up to date on travel information for COVID-19 from the Smartraveller website and World Health Organisation (WHO).

Can I still make a claim for consideration?

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