Find out what’s covered if you’re travelling during the coronavirus pandemic.
On 11 March 2020 the World Health Organisation (WHO) declared the coronavirus outbreak is a global pandemic.
On 24 March 2020, the Australian Government announced a ban on overseas travel (with limited exceptions). They also advise avoiding all non-essential domestic travel.
If your travel plans have been affected by the coronavirus pandemic, you may be eligible for a refund of your premium when you cancel your policy.
You’re eligible for a full refund of your premium if all these apply to you:
You’re eligible for a partial refund of your premium if all these apply to you:
If you have a single-trip policy and your departure date is after 30 June 2020, you’re not eligible for a refund. This may change in the future, so check this page again closer to your departure date.
If you have a single-trip policy, to cancel your policy and request a refund, send an email to email@example.com with your policy number, name and contact details.
If you have an annual multi-trip policy, we’ll need to discuss your refund with you. To arrange a refund for one of these policies, call us on 1300 135 640.
Once you've contacted us, we'll process your refund as soon as we can (usually within 3 weeks).
The refund will be sent to the same card you used to pay.
If there are any issues processing your refund, we'll contact you.
If your trip has been postponed and you need to update your policy with your new departure dates, call us on 1300 305 790 (8am–8pm, Mon–Fri and 8am–4pm, Sat–Sun).
On 2 February 2020, the Australian Government issued a ‘Do Not Travel’ alert for China.
If you took out your policy on or after 2 February 2020 and are travelling to China, you might not be covered for medical expenses (and associated claims) related to the coronavirus pandemic.
No matter when your policy started, we don't cover cancellation costs if your trip was cancelled because of an epidemic, pandemic or outbreak of an infectious disease, including coronavirus.
For more information about what we can cover if you’re travelling in China, call us on 1300 135 640.
If you travel to a country that doesn’t have a ‘Do Not Travel Alert’, we could cover your overseas medical costs if you’re sick or hospitalised because of the coronavirus outbreak.
Your level of cover for overseas medical costs depends on your plan, when you took out your cover, and where you’re travelling.
Other than these overseas medical costs, we don’t cover any claims related to an epidemic, pandemic or outbreak of an infectious disease. For example, we wouldn’t cover cancellation costs if your trip is cancelled because of the coronavirus pandemic.
To check what’s covered on your plan, read the Product Disclosure Statement (PDS).
For urgent advice, call our emergency helpline on +61 2 8907 5584.
For information about other incidents, read our claims advice.
For the latest government travel advice visit Smart Traveller.