Important Update

Israel and the Occupied Palestinian Territories – what you need to know

On 7 October, Israel declared a state of war in response to a reported attack by Hamas. Thousands have been killed or injured, and hostages have been taken. At the date of publication of this advice, the military conflict remains ongoing. The situation is highly challenging and rapidly changing and Australians in the zone are strongly encouraged to leave.

We understand that customers have many questions and concerns about their travel insurance coverage whether they are currently in Israel or planning to travel.

The following Frequently Asked Questions (FAQ’s) have been developed to assist in providing clarity on situations you may find yourself in, and how those situations relate to your travel insurance coverage.

All coverage is assessed on the standard terms and conditions of your policy.

Please be aware that there are general exclusions within your policy with respect to any claims arising out of “Acts of War” and regarding travel to areas subject to Do Not Travel status. 

What is the current status?

As of 21 October 2023, the DFAT advice is:

• Do Not Travel to the West Bank (excluding East Jerusalem) and to the border areas with Lebanon due to the volatile security situation; and
• Reconsider your need to travel to Israel and the Occupied Palestinian Territories overall.

I have started my trip

What coverage do I have if I am in a conflict affected area?

For more information on coverage see the table below.

If I choose to remain in Israel will I continue to be covered?

If you purchased a policy prior to 7 October and have chosen to remain in Israel, you should understand that any coverage you have does not extend to any claims arising from or relating to any act of war. If you are injured you may not be covered. In addition, as the situation is evolving there may be further extensions of the DNT warnings to wider areas of Israel. For any questions you have in relation to your existing cover please contact +61 2 8055 1683.

I have decided to stay in Israel but my policy is about to expire. Can I extend my cover?

If you are requiring an extension of existing cover and you are situated in Israel please contact +61 2 8055 1683 to discuss your circumstances.

Currently I am in another Middle Eastern country and would like to interrupt my trip due to events in Israel. Would I be able to claim?

At first instance we recommend that customers who wish to interrupt or reschedule travel arrangements contact their airline or tour operator as they may have available options relating to cancellation of trips. Many travel suppliers are waiving change fees and/or offering refunds or credits for future travel when traveling to Israel.

If your trip is affected and you wish to submit a claim for consideration you can do so via:

Web: world2cover.com.au/how-to-claim

Phone: 02 9225 7599

Email: [email protected]

I have not started my trip

Can I purchase a new policy for travel to Israel?

We are at this time continuing to issue policies to travel to Israel, however, your ability to recover under any such policies may be limited. Please contact 02 9225 7599 to discuss your circumstance further.

Can I claim for cancellation of flights and accommodation?

At first instance we recommend that customers who are due to travel to Israel in the coming days or weeks contact their airline or tour operator as they may have available options relating to cancellation of trips. Many travel suppliers are waiving change fees and/or offering refunds or credits for future travel when traveling to Israel.

If you are seeking to claim for cancellation of travel we will be requesting information from you regarding any refunds or credits received from your airline or tour operator. Please ensure you are ready to provide this information to us before you commence your claim.

For more information please contact 02 9225 7599.

If I decide to reschedule my trip, can I transfer my insurance to a later date?

Most policies will allow a change of travel dates. Please contact 02 9225 7599 to discuss rescheduling.

Can I get a refund?

Depending on your circumstances you may be entitled to a full or partial refund. Please call 02 9225 7599 to discuss.

Will I be covered by my policy if I travel to Israel despite the current situation?

If you purchased a policy prior to 7 October and chose to travel to Israel, you should understand that any coverage you have does not extend to any claims arising from or relating to any act of war.  In addition, as the situation is evolving there may be further extensions of the DNT warnings to wider areas of Israel. For any questions you have in relation to your existing cover please contact 02 9225 7599.

Where can I find other updates and information?

Stay up to date on travel information from the Department of Foreign Affairs and Trade (DFAT) Smartraveller website.