FAQs for Travel Insurance COVID-19 (Coronavirus)

Information for Travel insurance policy holders regarding COVID-19

Last Updated on: 1st July 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, 27th 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?

    Worldcare Travel Insurance is 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 applies.

    Please call us on 1800 008 614 (Mon-Fri  8am - 7pm AEST; Sat 8am - 5pm AEST) or email us at travelsales@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.

  • What if i started 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.

  • Are there any cancellation fees?

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

  • 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 1800 008 614 (Mon-Fri  8am - 7pm AEST; Sat 8am - 5pm AEST) or email us at travelsales@allianz-assistance.com.au

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

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

  • What is a General Exclusion?

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

    To understand what is excluded from your Travel Insurance policy, refer to the General Exclusion 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 includes a definition of a Pandemic and/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.

    Definitions may vary so it’s important that you refer to your PDS for any specific definition applicable to your cover.

  • Is COVID-19 considered a Pandemic?

    Yes, the World Health Organisation declared COVID-19 a pandemic.

    The World Health Organisation and Smartraveller provide up-to-date information on COVID-19.

  • Does my policy have a General Exclusion for an Epidemic?

    Yes, your Travel Insurance PDS excludes claims arising from, related to or associated with an actual or likely epidemic or pandemic or the threat of an epidemic or pandemic.

  • 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, this policy excludes 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 this policy. Please ensure that you review the terms, conditions and exclusions of the policy for further details.

  • I have paid for my trip, however I now want to cancel it (for example – I am travelling to an affected area / I don’t want to travel / I am elderly / my Doctor recommended I don’t travel / I am travelling with children / I suffer from anxiety). 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 and in accordance with the terms, conditions and exclusion of your policy.

    If the reason that you want to cancel your trip arises from or relates to COVID-19, then the General Exclusion for an epidemic/pandemic will apply and cover is excluded.

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

    If you travel to a country where 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 the General Exclusion for epidemic/pandemic applies 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.

    Please note, this policy excludes claims arising from, or associated with, travel to countries or parts of a country for which an 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).

    While the current government warning of “Do not travel” remains in place, this policy may not provide cover even if your claim arises from an event unrelated to COVID-19.

    If you choose to travel overseas despite the current government warning in place, you may not have cover under this policy. Please ensure you review the terms, conditions and exclusions of this policy for further details.

  • 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.

    If the claim arises from or relates to COVID-19, then the General Exclusion for epidemic/pandemic may apply and cover may be excluded.

    Please note, this policy excludes claims arising from, or associated with, travel to countries or parts of a country for which an 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).

    While the current government warning of “Do not travel” remains in place, this policy may not provide cover even if your claim arises from an event unrelated to COVID-19.

    If you choose to travel overseas despite the current government warning in place, you may not have cover under this policy. Please ensure you review the terms, conditions and exclusions of this policy for further details.

  • 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.

    Please note, this policy excludes claims arising from, or associated with, travel to countries or parts of a country for which an 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).

    Whilst the current government warning of “Do not travel” remains in place, this policy may not provide cover even if your claim arises from an event unrelated to COVID-19.

    If you choose to travel overseas despite the current government warning in place, you may not have cover under this policy. Please ensure you review the terms, conditions and exclusions of this policy for further details.

    In addition, we strongly encourage you to be fully informed of the risk of travel. Check with your travel provider, as well as Smartraveller and the 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 for epidemic/pandemic 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 for epidemic/pandemic will apply.

    If you are re-arranging travel to a country affected by COVID-19, a number of factors will determine whether you claim is covered.

    • If the claim arises from or relates to COVID-19, then the General Exclusion for epidemic/pandemic applies and cover will be excluded;
    • If you have travelled to a country where DFAT’s Smart Traveller website has issued an advice or warning risk rating of “Reconsider your need to travel” or “Do not travel”, then your claim may be excluded, even if it arises from an event unrelated to COVID-19.
    • 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.

  • Should I contact my travel provider/s?

    Yes, we recommend all travellers to contact their travel provider/s to discuss their 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 DFAT’s Smartraveller website and the World Health Organisation.

  • Can I still make a claim for consideration?

    Yes, you can make your claim online at http://www.travelclaims.com.au.

Worldcare Travel Insurance: Worldcare and Allianz Global Assistance are trading names of AWP Australia Pty Ltd ABN 52 097 227 177 AFSL 245631 which issues and manages travel insurance as agent for the insurer Allianz Australia Insurance Limited ABN 15 000 122 850 AFSL 234708. Terms, conditions, limits and exclusions apply. We do not provide any advice on this insurance based on any consideration of your objectives, financial status or needs. Before making a decision please consider the Product Disclosure Statement. If you purchase a policy we receive a commission which is a percentage of your premium - ask us for more details before we provide you with any services on this product.

Worldcare Emergency Home Assistance: Terms, conditions, limits and exclusions apply. See Worldcare Emergency Home Assistance Terms & Conditions for details. Worldcare Emergency Home Assistance is provided by AWP Australia Pty Ltd ABN 52 097 227 177 trading as Allianz Global Assistance.