Published on 18 March 2020

For all policies issued on or after Saturday 07 March 2020 (please scroll down to access the update for policies purchased before 7 March 2020)

On the 7th of January 2020, Chinese authorities confirmed that they had identified a new virus originating out of Wuhan in the Hubei Province. The new virus is a coronavirus which is a family of viruses that include the common cold and viruses such as SARS (Severe Acute Respiratory Syndrome) and MERS (Middle East Respiratory Syndrome). The World Health Organisation has identified the Caronavirus a public health emergency.

Effective the 18th of March 2020 the Australian Government advised all Australians not to travel overseas until further notice. The Australian Government also recommends that Australians overseas return to Australia as soon as possible by commercial means.

Overseas Medical Expenses

If you purchased your policy before the 18th of March 2020 and booked and paid for travel before the 18th of March 2020:

If you incur medical expenses with associated additional expenses as a result of contracting the Coronavirus, there may be cover up to the benefit limit provided.
When assessing cover, our Claims Team will consider DFAT travel advices in place at the time you purchased your policy and where you chose to travel. You can access the DFAT Smart Traveller website for Australian travellers by clicking here
If you are overseas and need medical assistance, please call our 24 hour emergency assistance team immediately on +61 (0) 2 8907 5953 or by email at assist@worldtravelprotection.com.au

Note: There is no cover for Overseas Medical Expenses claims related to the Caronavirus or any derivative or mutation of such viruses if you purchased your policy or travel bookings on or after the 18th of March 2020 as this is the date the Australian Government issued a nationwide advice not to travel.

For Cancellation and other sections of the policy

There is no cover for claims related to the Caronavirus or any derivative or mutation of such viruses (or arising directly or indirectly from these) as it relates to Pre-Trip Cancellation or Curtailment, Travel Delay, Hospital Cash and/or to Resume your trip following a medical repatriation.

If you decide to change your travel plans, we suggest you talk with your travel agent or transport provider as soon as possible to minimise your out of pocket expenses. 

Claims Information
In the event of a claim covered by your policy, you must do everything you can to minimise and reduce the cost of the claim (including seeking compensation from any travel service providers), and provide all supporting documentation of the event and expenses incurred.

No two claims are the same and accordingly, claims are assessed on a case-by-case basis. The advice provided herein is of a general nature. Claims are assessed on their individual merits and are subject to the terms and conditions of the policy wording.

For all policy holders who purchased their policies before the 1^stNovemeber 2020:

Important information for policyholders relating to Coronavirus as at 18 March 2020

Effective the 18th of March 2020 the Australian Government advised all Australians not to travel overseas until further notice. The Australian Government also recommends that Australians overseas return to Australia as soon as possible by commercial means.

Section 1 – Pre-trip Cancellation/Postponement:

If you purchased your policy prior to the 1^st of Novemeber 2020, and wish to delay or cancel a trip within 8 weeks of the commencement of the journey, we ask that you take the following steps:

You must take all reasonable steps to limit or reduce your out of pocket expenses and we encourage you to speak with your travel agent/airline, accommodation providers and tour companies to reduce your out of pocket expenses. This includes investigating potential alternative travel arrangements.

After taking these steps we encourage our customers to submit a claim form along with any supporting documentation. Please refer to item 10 below on how to submit a claim.

If you purchased your policy on or after 1^st Novemeber2020, there is no cover for cancellation related to the coronavirus.

Section 1 - Curtailment during travel:
If you purchased your policy before the 1^st Novemeber 2020, there is cover if you must curtail your trip as a result of a Government regulation preventing your travel and causing you to return to Australia before completion of your trip.

Cover is provided for reasonable, additional costs for travel and accommodation to return home, including a proportionate refund of unused and irrecoverable travel bookings and the original value of unused airfares which cannot be used (excluding airfares which you would have paid for to return home).

You must take all reasonable steps to limit or reduce your out of pocket expenses and we encourage you to speak with your travel agent/airline, accommodation providers and tour companies to reduce your out of pocket expenses. This includes investigating potential alternative travel arrangements.

You can also contact our assistance provider, World Travel Protection who may be able to assist you. World Travel Protection can be contacted on +61 (0) 2 8907 5953.

If you purchased your policy on or after 1^st Novemeber 2020, there is no cover for curtailment as a result of the coronavirus.

Section 2 - Overseas Medical Expenses:
If you are overseas and need medical assistance, please call World Travel Protection our 24 hour emergency assistance team immediately on +61 (0) 2 8907 5953 or by email at assist@worldtravelprotection.com.au.

General Note:

Travel insurance provides cover for unforeseen events only and therefore, there is no cover for amendment or cancellation costs for travel to the following regions and / or countries booked after, or for policies purchased after, the following dates as the outbreak of the Coronavirus in each place is no longer deemed an unforeseen event:

These countries / regions and dates are as follows:

before 9.00am (AEST) on 22 January 2020 for travel to/from Hubei province; and
before 9.00am (AEST) on 2 February 2020 for travel to/from mainland China.
before 9.00am (AEST) on 29 February 2020 for travel to/from mainland Iran
before 9.00am (AEST) on 11 March 2020 for travel to/from the region of Lombardy in Italy; and
before 9.00am (AEST) on 12 March 2020 for travel to/from the following additional parts of Italy: the provinces of Modena, Parma, Piacenza, Reggio nell' Emilia, Rimini, Pesaro and Urbino, Alessandria, Asti, Novara, Verbano-Cusio-Ossola, Vercelli, Padova, Treviso, and Venezia
before 9.00am (AEST) on 18 March for all international travel following the Australian Government’s advice not to travel

Claims Information
In the event of a claim covered by your policy, you must do everything you can to minimise and reduce the cost of the claim (including seeking compensation from any travel service providers), and provide all supporting documentation of the event and expenses incurred.

For more information on how to submit a claim please click here

General Note
No two claims are the same and accordingly, claims are assessed on a case-by-case basis. The advice provided herein is of a general nature. Claims are assessed on their individual merits and are subject to the terms and conditions of the policy wording.

Any Questions?
If you have a question regarding your claim or potential claim, please contact the claims managers Gallagher Bassett on +61 7 3005 1613 or travel@gbtpa.com.au

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