Coronavirus Outbreak Latest Information
 
 
 
 

Coronavirus (COVID-19):
Your Questions Answered

  • The Coronavirus (COVID-19) pandemic has caused significant disruption to many travellers' past, present, and future travel plans. The Australian international borders have re-opened from 1st November 2021 and with the global pandemic we have all faced there will be changes on how we can travel from now on. It has never been more important, and necessary, to ensure you have travel insurance. We’ve prepared this information to assist with your current and future travel plans. You should always make sure you check the smartraveller website before you travel to ensure you understand any restrictions, travel warnings and recommendations relating to any country you intend visiting.

 

The information provided on this page is general advice only and has been prepared without taking into account your objectives, financial situation or needs. Please consider your personal circumstances and the Product Disclosure Statement (PDS).

Currently overseas? 

Information for our customers who are currently overseas and are affected. 

Common Questions

We answer the most commonly asked questions about Coronavirus and travel insurance.

Recovering your Costs

We've prepeared a list of steps that may help you in recovering your costs from travel providers. 

Latest travel Alerts

We regularly update our travel alerts, you can see our latest updates here.

 

information If you're overseas

If you're travelling domestically or overseas at the moment, you might find the following tips useful.

If you're overseas and you want to get home

If you want to get home and are experiencing any issues with this, make sure you:

  • - contact your local Australian consulate or embassy. 
  • - read your airline's travel policy and ensure you're across any plans to cancel flights. 
  •  

Important: Please note 1Cover policies purchased prior to 19th November 2021 have a general exclusion which excludes cover for any claims related to an epidemic or pandemic. 1Cover policies purchased after 19th November 2021 offer overseas medical coverage related to Coronavirus (COVID-19), however we do not cover any cancellation costs or additional costs that are incurred as a result of Coronavirus (COVID-19).

If you're overseas and Experiencing an Emergency

If you are a 1Cover customer and you're experiencing an emergency overseas, please get in touch with our third-party emergency assistance team. You can contact the team via the numbers listed on our Emergency Assistance page, certificate of insurance or you can email [email protected]

These contact details are for customers experiencing a genuine emergency only.

For general queries, including making a claim or extending your policy, please visit our Contact Us page.

If you're overseas and want to extend your travel insurance policy 
  • If you are travelling and want to extend your policy, you can visit our Policy Manager to start the process or contact the sales team at [email protected].
  • When extending your journey, we encourage you to check the smartraveller website for updates on your intended destinations, including travel advice level, entry and quarantine requirements as well as any government recommendations.
If You're Overseas And Want To Make A Claim
  • If you think you might need to make a claim, we encourage you to keep all relevant documents and receipts. You can submit a claim through our fast and easy online claim system.
  • Please note 1Cover policies purchased prior to 19th November 2021 have a general exclusion which excludes cover for any claims related to an epidemic or pandemic. 
  • 1Cover policies purchased after 19th November 2021 offer overseas medical coverage related to Coronavirus (COVID-19), however we do not cover any cancellation costs or additional travel costs that are incurred as a result of Coronavirus (COVID-19). If you suffer a loss, we encourage you to submit a claim through our online claim form.


Coronavirus FAQs

We understand that the Coronavirus (COVID-19) pandemic is causing significant disruption to many travellers current and future travel plans. Below are some of the most common questions regarding Coronavirus, travel, and travel insurance. 

The information contained in these FAQs is general advice only and has been prepared without taking into account your objectives, financial situation or needs. You should consider these having regard to the policy wording.

  • How will Coronavirus affect my travel plans?
  • Travel is opening up all around the world, however Coronavirus (COVID-19) has changed the way we can travel. Some countries have certain requirements that need to be met when entering, such as covid testing, vaccination passports and quarantine regulations. It is your responsibility to be aware of the requirements needed for your destination.

    We strongly encourage you to register your details on Smartraveller to receive important country or territory specific information.

    Smartraveller have also been providing updates on their Facebook page.“

  • What if I want to cancel my future travel plans/amend my existing ones because of Coronavirus?
  • If you want to change your travel plans (including cruise holidays) we recommend that you contact your travel providers (your airline, transport and accommodation providers) to check what your options are. Each provider has different policies.

    To help you get started, we’ve created a comprehensive guide on how to recover Coronavirus-related costs.

    1Cover policies purchased prior to 19th November 2021 have a general exclusion which excludes cover for any claims related to an epidemic or pandemic.

    Whilst 1Cover policies purchased after 19th November 2021 offer overseas medical coverage related to Coronavirus (COVID-19), there is no cover any cancellation costs or additional travel costs that are incurred because of Coronavirus (COVID-19).

  • Am I covered for cancellation, travel changes or costs incurred due to the Coronavirus COVID-19?
  • No, there is no cover for cancellation costs or additional costs incurred because of Coronavirus (COVID-19). All 1Cover policies purchased prior to 19th November 2021 have a general exclusion which excludes cover for any claims related to an epidemic or pandemic.

    1Cover policies purchased after 19th November 2021 offer overseas medical coverage if you test positive for Coronavirus (COVID-19) and require medical treatment while overseas. At this time we do not cover any cancellation costs or additional costs incurred because of Coronavirus (COVID-19). We recommend that you contact your travel providers (your airline, transport and accommodation providers) to find out what terms and conditions may apply to you. 

    Learn more about cover for pandemics and how to recover your costs.

  • Does my insurance policy have an exclusion around epidemics/pandemics?
  • 1Cover policies purchased prior to 19th November 2021 have a general exclusion which excludes cover for any claims related to an epidemic or pandemic. This is a general exclusion and is applicable no matter when you purchased your policy or where you are travelling to. This includes (but is not limited to) situations where you decide or need to cancel your plans due to the Coronavirus, if you are quarantined or suffer travel delays due to the Coronavirus.

    Limited cover for Covid-19 is available from 19th November 2021, please refer to your policy wording for the full details.

  • If I am in lockdown and I need to cancel my trip, will you cover me?
  • No, there is no cover under your policy for cancellation costs you incurred due to being in lockdown.

    1Cover policies purchased prior to 19th November 2021 have a general exclusion which excludes cover for any claims related to an epidemic or pandemic and policies purchased after 19th November 2021 is not a coverable event under the applicable benefits.

  • If I need to have a PCR / Rapid Antigen test to travel, will this be covered by my insurance?
  • Any test which is required in order to travel is not claimable under the insurance policy. This includes testing for Covid-19 to comply with travel provider requirements, government/country entry or any quarantine rules.

  • What do I do if my flights have been cancelled or delayed?
  • If your flight is cancelled or delayed because of Coronavirus (COVID-19) we recommend that you contact your travel providers (your airline, transport and accommodation providers) to check what your options are as each provider has different policies.

    It is unlikely that travel disruptions would be covered under the policy when related to Coronavirus as 1Cover policies purchased prior to 19th November 2021 have an epidemic / pandemic general exclusion.

    1Cover policies purchased after 19th November 2021 provide cover for medical related costs only when your treatment relates to Covid-19.”

  • What if I contract Coronavirus overseas?
  • If you are overseas and have tested positive for Coronavirus, please get in touch with our emergency assistance team. You can contact the team via the numbers listed on our Emergency Assistance page, your certificate of insurance, or you can email [email protected].

    1Cover policies purchased after 19th November 2021 offer overseas medical coverage related to Coronavirus (COVID-19). 1Cover policies purchased prior to 19th November 2021 have an epidemic / pandemic general exclusion, however we encourage you to contact our Emergency Assistance Team immediately.

  • What if I am quarantined because of Coronavirus, either here or overseas?
  • If you are quarantined because of the Coronavirus at home or overseas and need to cancel your trip or make alternative travel arrangements, unfortunately we are unlikely to be able to cover your cancelled or additional travel arrangement costs you incurred.

    1Cover policies purchased prior to 19th November 2021 have a general exclusion which excludes cover for any claims related to an epidemic or pandemic.

    If you purchased your 1Cover policy after 19th November 2021 there may be provision to claim for overseas medical costs related to Coronavirus (COVID-19).

    Please note: While there is no cover for any cancellation costs or additional costs that were incurred due to the pandemic. If you are overseas and have tested positive for Coronavirus, regardless of when you purchased your policy, please get in touch with our emergency assistance team. You can contact the team via the numbers listed on our Emergency Assistance page, your certificate of insurance or you can email [email protected]

  • I want to get tested for Covid-19 due to being a close contact of a known case or as a precaution, will my insurance cover any cost?
  • No, you are covered for medical costs only if you test positive and require emergency medical treatment. If you undergo any test for diagnosis of covid-19 which is not due to illness requiring medical attention, generally there would be no cover for the associated cost.

  • Can I cancel my travel insurance policy if I’m not covered for Coronavirus-related claims?
  • If you don’t need your 1Cover policy anymore, you can cancel your travel insurance within 14 days of purchase and receive a refund less an administration fee, provided that your travel start date (shown on your Certificate of Insurance) has NOT passed. This is known as the "cooling-off period”.

    We understand that many of our customers have been affected by the COVID-19 travel restrictions and may wish to cancel their policy outside of the cooling-off period. To assist we're offering flexible options to accommodate the ongoing changes to travel today. You may be able to amend your policy using our Policy Manager or for further assistance our sales team are available on email at [email protected]

  • What if there is a government issued travel alert for the country I wish to travel to? For example, “Reconsider your need to travel” OR “Do not travel”?
  • Our policies contain a general exclusion which applies if you travel against the Australian government advice and where a ‘Do Not Travel’ status is in place. You should be sure to check Smartraveller which will provide you with the latest travel status and recommendations.

  • Am I covered for cancellation when i'm following government advice?
  • If your claim is in relation to Coronavirus, you are unlikely to be covered. 1Cover policies purchased prior to 19th November 2021 have an epidemic / pandemic general exclusion and all 1Cover policies purchased after 19th November 2021, whilst they offer overseas medical cover for Covid-19, do not cover any cancellation costs or additional travel costs that are incurred as a result of a pandemic.

    If you suffer a loss, we encourage you to submit a claim through our online claim system. Every single claim is assessed individually by a member of our claims team, based on your policy wording and your individual situation.

  • The country I am travelling to requires proof of valid medical travel insurance. Can and how do you supply this to me?
  • On the back of your Certificate of Insurance is information from us outlining Covid-19 is covered under Benefit 2. Overseas Emergency Medical & Hospital Expenses in your policy. 

  • Do you cover for cancellation for "any reason"?
  • 1Cover policies cover cancellation for many reasons, but not for “any” reason. 1Cover policies do not cover cancellations which occurred because of Coronavirus (Covid-19).

  • If the countries we are travelling to close their borders and do not let us in, what are we covered for?
  • If the countries you are travelling to close their borders because of Coronavirus, you will not be covered for the cancellation or additional costs of your trip. This is because 1Cover policies purchased prior to 19th November 2021 have a general exclusion which excludes cover for any claims related to an epidemic or pandemic and policies purchased after 19th November 2021 will only cover medical related expenses relating to Covid-19.

  • Will I be covered by Reciprocal Health Agreements?
  • Australia has agreements with 11 countries that covers the cost of medically necessary care when Australians visit certain countries and visitors from these countries visit Australia.

    The list of countries includes Italy, New Zealand, the UK and the Netherlands. You can find the full list of countries we have a reciprocal health agreement with here.

    Reciprocal health care agreements can cover or subsidise some emergency medical costs. This is usually for urgent treatment that can't wait until you get home. Some reciprocal health care agreements can cover other costs. This can include local medical transport, medication and specialist services.

    Unfortunately, a reciprocal health care agreement is not a substitute for insurance, and it’s likely you’ll still need to fork out some money from your own pocket. Our policy does not cover medical care that is covered under a reciprocal health care agreement.

  • What if I get Coronavirus while travelling domestically?
  • While you are travelling in Australia, we are unable to cover any domestic medical expenses. As a travel insurer, we can't take the place of health insurance. There is legislation in place to prevent this. If you are an Australian permanent resident or citizen, you will likely have access to Medicare or your private health insurance.

    You should contact our Emergency Assistance Team immediately for any illness or injury even if you are travelling domestically.

  • How do I find out what requirements will be needed for the country I am travelling to?
  • You can find information about travel requirements at Smartraveller. We strongly encourage you to register your details on Smartraveller to receive important country or territory specific information.

  • Will you cover me to return home early if a relative is diagnosed with Coronavirus (Covid-19)?
  • We understand that would be a difficult time for you. Whilst 1Cover policies offers cover for early return due to family member becoming ill, injured or passing away, there is no cover if this is related to Coronavirus (COVID-19).

    The policy provides cover in relation to medical treatment relating to COVID-19 for those listed on the certificate of insurance, there is no provision to claim for additional expenses or cancellation costs (including curtailment) when a relative becomes ill with coronavirus.

    Our Emergency Assistance Team is available 24 hours a day, 7 days a week, they can provide non-financial support even if you cannot claim under the insurance. You can contact the team via the numbers listed on our Emergency Assistance page, or you can email [email protected]

 


Our official Statement (March 2020)

Many of our customers are feeling uncertain about the overwhelming impact the Coronavirus is having on their travel plans. This outbreak is an unprecedented global crisis which is rapidly evolving, with a continuing changing outlook for global travel. Our Chief Customer & Operations Officer has prepared a statement which you can read here

Still Need Some Help? Contact Us!

If you have any other questions or queries, please visit our Contact Us page. 
If you are experiencing an emergency, please use the details on our Emergency Assistance page.