Coronavirus (COVID-19):
Your Questions Answered


The Coronavirus (COVID-19) pandemic is causing significant disruption to many travellers' current and future travel plans. We've prepared a number of resources for our customers and other travellers, which we hope assist you with your current and future travel plans. We will continue to update this page as new information becomes available.

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 are updating our travel alerts as the Coronavirus pandemic continues to unfold. 

 


Our official Statement

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

information If you're Still overseas

If you're 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:


On March 15 2020, the Australian government announced that all international arrivals will have to self-isolate for 14 days and that cruise ships arriving from foreign ports will be banned for 30 days. Foreign nationals, except for Australian permanent residents, will be refused entry for 14 days after visiting mainland China, Iran, South Korea and Italy.

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, or you can email [email protected]

These contact details are for customers experiencing a genuine emergency only. If you contact us via our emergency channels, you might slow down assistance for someone in trouble. For general queries, including making a claim, please visit our Contact Us page.

If you're overseas and want to extend your travel insurance policy or make a claim
  • If you are travelling however, and want to extend your policy, in most cases this will be possible. You can visit our Policy Manager to start the process. 
  • If you think you might need to make a claim, we encourage you to keep all relevant documents and receipts. While the epidemics/pandemics general exclusion applies in relation to Coronavirus, you are still entitled to claim and have your case assessed on an individual basis. 
If you're overseas and want to buy a new travel insurance policy
  • We are considering the impact of the government's "Do Not Travel" ban, and in line with this policy are not issuing new travel insurance policies in the next 30 days. 


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?
  • Many customers who are travelling soon are worried about the possibility of contracting Coronavirus while they are overseas. Other customers are considering cancelling their future travel plans or amending their current travel plans because of fears around the Coronavirus. There may also be delays or cancellations from travel providers because of Coronavirus.

  • 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.

  • Does my insurance policy have an exclusion around epidemics/pandemics?
  • Your 1Cover policy contain an epidemic and pandemic exclusion. This means that no matter when you purchased your policy or where you are travelling to, you are unlikely to be covered under the policy for any claim relating to the Coronavirus. 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.

    This applies to all countries you travel to, even those for which DFAT/MFAT has not raised a travel-warning about.

  • Why is there a General exclusion around epidemics and pandemics?
  • It is extremely difficult to assess the scale and cost of catastrophic global infection diseases like the Coronavirus. To include cover for events at a global scale could make travel insurance premiums unaffordable for the general public. However, we will continue to assess all claims on a case by case basis, even with the general exclusion in place.

  • Should I bother making a claim if you have an exclusion around coronavirus?
  • Yes. If you suffer a loss, we encourage you to submit a claim through our fast and easy 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. During the claims process, you can ask any questions regarding your claim.  If you are unhappy with our claims decision, you can also make a complaint, which we will consider in accordance with our Complaints Policy.

  • What do I do if my flights have been cancelled or delayed?
  • A number of major airlines have suspended flights to mainland China, including Qantas, British Airways and Jetstar Asia. Your 1Cover policy is unlikely to cover claims for the costs of these flights or delays because they relate to the Coronavirus. However, many airlines are also offering refunds or free rescheduling services to affected customers.

  • What if I contract Coronavirus overseas?
  • Unfortunately, there is unlikely to be any cover under the policy if you contract Coronavirus because the epidemic/pandemic exclusion applies. If you think you may have Coronavirus, please call our emergency assistance number. Our emergency assistance provider will provide non-financial advice and assistance.  

    Please take in to account their advice, because you are entitled to lodge a claim. We will consider your claim based on the policy wording and your individual circumstances.

  • 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 costs.

  • If I’m not covered for Coronavirus-related claims, do I still need travel insurance?
  • The Australian Government recommends travel insurance for unforeseen circumstances.

    utside of Coronavirus (or any other epidemic), there are still a multitude of unforeseen circumstances that could occur when you go overseas. Travel insurance can help you, for example, if you need medical assistance or evacuation, if you have to cancel your plans, if you lose your luggage, or if you get charged car rental excess.

    If your circumstances are covered under your policy and an exclusion does not apply, you are likely to have cover under the policy.

  • Can I cancel my travel insurance policy if I’m not covered for Coronavirus-related claims?
  • If you don’t want your 1Cover policy anymore, you can cancel your travel insurance within 14 days of purchase (this is the cooling-off period). If you wish to cancel your policy after 14 days of purchase, then please contact us and we will consider your specific circumstances.

  • 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”?
  • The policy exclusion around epidemics/pandemics means that no matter when you purchased your policy, you are unlikely to be covered for cancelling your trip to any destination.

    This applies to all countries, even those that DFAT has not raised a travel-warning about.

  • Am I covered for cancellation when i'm following government advice?
  • You are unlikely to be covered if the government advice is in relation to Coronavirus. 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. During the claims process, you can ask any questions regarding your claim. 

  • I took the policy out before Coronavirus was known so why would you not cover me?
  • The epidemic exclusion in our policy for applies to all sections of the policy, regardless of when a policy was purchased or where you are travelling to. 

  • Do you cover for cancellation for "any reason"?
  • Our policies cover cancellation for many reasons, but not for “any” reason, including when a claim is related to, or associated with, an actual or likely epidemic or pandemic.

  • 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 holiday. This is because we don’t cover claims related to an epidemic or pandemic, as listed in the General Exclusions section of our policy.

  • 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.

  • What if i want to purchase a new travel insurance policy?
  • We are considering the impact of the government's "Do Not Travel" ban, and in line with this policy are not issuing new travel insurance policies in the next 30 days. 

    If you are travelling however, and want to extend your policy, in most cases this will be possible. You can visit our Policy Manager to start the process. 

 

 

Still Need Some Help? Call 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.