COVID-19 FAQ’s – For all policies purchased on or after 1st March 2022
Please note that these FAQ’s should be read in conjunction with the Product Disclosure Statement (PDS) which contain the full terms and conditions, limits and exclusions of this policy. You should consider the PDS before making a decision about whether to purchase a policy.
We have outlined the most commons scenarios that could be raised by our customers below. Please contact us if You have any questions or require any further information or clarification on cover. Customers always have a right to lodge a claim for consideration under their policy, which will be considered in line with policy terms and conditions and their individual circumstances.
All capitalised terms have corresponding meaning as set out in the policy terms and conditions, unless otherwise indicated.
Am I covered if I need to quarantine once I enter a region/country based on the government or state regulations?
All policies have a General Exclusion relating to claims directly or indirectly arising from any government or public health authority mandatory quarantine or isolation order imposed on You related to border, region or territory travel in response to COVID-19. Please check with local government and public health authorities prior to Your departure.
Am I covered for medical expenses if I am diagnosed with COVID-19 during my trip?
Domestic - No medical cover is included on this plan.
International - Yes, the Top Cover plan includes unlimited* medical expenses, for reasonable costs you incur due to COVID-19. There is no cover under the Essentials Cover or Basic Cover plans.
Annual Multi-Trip - No, no COVID-19 benefits are available on this plan.
Am I covered for funeral and emergency expenses if I die from COVID-19 during my trip?
Domestic – There is no medical cover included on this plan.
International – Yes Cover is available on the Top cover plan up to a maximum limit of $20,000 per person. There is no cover under the Essentials Cover or Basic Cover plans.
Annual Multi-Trip - No, no COVID-19 benefits are available on this plan.
What if I am diagnosed with COVID-19 on my trip and I need to quarantine are my emergency/additional expenses covered?
Domestic – Yes only on the plan that indicates covid cover included under Section 23 COVID-19 Additional Expenses.
International – Yes only on the plan that indicates covid cover included the Top Cover plan. There is no cover under the Essentials Cover or Basic Cover plans.
Annual Multi-Trip – No, no COVID-19 benefits are available on this plan.
Am I covered if I am deemed a close contact due to a COVID-19 case and I need to quarantine before continuing on with my trip?
Domestic – Yes only on the plan that indicates covid cover included.
International – Yes, only on the Top Cover plan, up to a total combined limit of $3,500 per listed adult. If you have selected either the Essentials Cover of Basic Cover plans, then no COVID-19 benefits are available.
Annual Multi-Trip – No, no COVID-19 benefits are available on this plan.
What other emergency expenses do You cover?
Domestic – No cover for emergency expenses under Section 21. Refer to Section 23 COVID-19 Additional Expenses.
International – On the Top Cover plan that indicates covid cover included we cover all reasonable emergency expenses of any insured event that we have accepted cover for under Section 21A. If you have selected either the Essentials Cover of Basic Cover plans, then no COVID-19 benefits are available.
Annual Multi-Trip – No, no COVID-19 benefits are available on this plan.
Am I covered for additional expenses and/or cancellation fees apply if my relative or business partner dies from COVID-19 and I need to cancel my trip or cut my trip short and come home?
Domestic – Yes, there are limited COVID-19 benefits available, up to a total combined limit of $3,500 per listed adult. only on the plan that indicates covid cover included.
International – Yes only if you have selected the plan the Top Cover plan, yes there are limited COVID-19 benefits available, up to a total combined limit of $3,500 per listed adult. If you have selected either the Essentials Cover of Basic Cover plans, then no COVID-19 benefits are available. Annual Multi-Trip – No, no COVID-19 benefits are available on this plan.
Am I covered for loss of enjoyment of my cruise or holiday, if I am required to isolate or quarantine due to COVID-19 whilst on my holiday?
No, all policies have a General Exclusion for any Consequential loss which includes loss of enjoyment and as such there is no cover for loss of enjoyment.
Am I covered for my medical or evacuation costs for Australian Cruising?
If You select ‘Australian Cruise’ as Your country of destination, You will be offered International policy cover, which provides medical and evacuation benefits whilst at sea subject to policy terms and conditions. Please note that this is an optional extra that will be subject to an additional fee.
However, no cover is available for medical and evacuation expenses whilst in an Australian port, as we do not cover medical expenses incurred in Australia (as we are prevented from paying by reason of statutory legislation/government regulation).
Am I covered for cancellation fees and lost deposits apply if I am diagnosed with COVID-19 and I need to cancel my trip or cut my trip short and/or come home?
Domestic – Yes, there are limited COVID-19 benefits available, up to a total combined limit of $3,500 per listed adult.
International – If you have selected the Top Cover plan, yes there are limited COVID-19 benefits available, up to a total combined limit of $3,500 per listed adult. If you have selected either the Essentials Cover or Basic Cover plans, then no COVID-19 benefits are available.
Annual Multi-Trip – No, no COVID-19 benefits are available on this plan.
Am I covered if my travelling companion is diagnosed with COVID-19 and I need to cut my trip short and/or come home?
Domestic – Yes, there are limited COVID-19 benefits available, up to a total combined limit of $3,500 per listed adult.
International – If you have selected the Top Cover plan, yes there are limited COVID-19 benefits available, up to a total combined limit of $3,500 per listed adult. If you have selected the Essentials Cover or Basic Cover plans, then no COVID-19 benefits are available.
Annual Multi-Trip – No, no COVID-19 benefits are available on this plan.
Am I covered if my travelling companion is diagnosed with COVID-19 and my trip is cancelled?
Domestic – Yes, there are limited COVID-19 benefits available, up to a total combined limit of $3,500 per listed adult.
International – If you have selected the Top Cover plan, yes there are limited COVID-19 benefits available, up to a total combined limit of $3,500 per listed adult. If you have selected the Essentials Cover or Basic Cover plans, then no COVID-19 benefits are available.
Annual Multi-Trip – No, no COVID-19 benefits are available on this plan.
Am I covered if I am not vaccinated and it is a condition of the transport provider that I must be vaccinated before boarding?
No, our policies do not provide cover if You do not comply with the ticket conditions of the transport provider as our policies have a General Exclusion for failure to obtain the relevant travel documents.
Am I covered if I am not vaccinated and it is a condition of the country that I must be vaccinated before I enter?
No, our policies do not provide cover if You do not comply with the government regulations of the country You are travelling to as our policies have a General Exclusion for breaking any Government prohibition, laws or regulations.
Do cancellation fees apply if I am a permanent employee of the healthcare industry and my employer cancels my leave due to COVID-19?
Domestic – Yes, there are limited COVID-19 benefits available, up to a total combined limit of $3,500 per listed adult.
International – If you have selected the Top Cover plan, yes there are limited COVID-19 benefits available, up to a total combined limit of $3,500 per listed adult. If you have selected the Essentials Cover or Basic Cover plans, then no COVID-19 benefits are available.
Annual Multi-Trip – No, no COVID-19 benefits are available on this plan.
Am I covered under Special Events if my pre-arranged special event is delayed because of COVID-19, which is outside of my control and I need to make alternative arrangements to get to my destination on time?
Domestic – Yes, there are limited COVID-19 benefits available, up to a total combined limit of $3,500 per listed adult.
International – If you have selected the Top Cover plan, yes there are limited COVID-19 benefits available, up to a total combined limit of $3,500 per listed adult. If you have selected the Essentials Cover or Basic Cover plans, then no COVID-19 benefits are available.
Annual Multi-Trip – No, there are no COVID-19 benefits are available on this plan.
Do I have cover under Travel Delay if my schedule transport is delayed for more than 6 hours due to COVID-19 related delays and I need to pay additional expenses?
Domestic – Yes, cover is available with a daily limit of $1,000 per adult and a maximum limit of $3,500 per listed adult.
International – If you have selected the Top Cover plan cover is available with a daily limit of $1,000 per adult and a maximum limit of $3,500 per listed adult. If you have selected the Essentials Cover or Basic Cover plans, then no COVID-19 benefits are available.
Annual Multi-Trip – No, no COVID-19 benefits are available on this plan.
Are there additional COVID-19 benefits available if my trip destination is within Australia or New Zealand?
Domestic – Yes, as outlined below, to the total combined limit of $3,500 per listed adult.
International – Yes, if you have selected the Top Cover plan, there are additional COVID-19 benefits, as outlined below, to the total combined limit of $3,500 per listed adult. If you have selected the Essentials Cover or Basic Cover plans, then no COVID-19 benefits are available.
Annual Multi-Trip – No, no COVID-19 benefits are available on this plan.
Cancellation Fees and Lost Deposits
If the person you’re due to stay with in Australia or New Zealand is diagnosed with COVID-19, or directed by a local public health authority into a period of quarantine and you are unable to stay with them.
Additional Expenses
If you can no longer stay with the person you planned to stay within Australia or New Zealand because they are diagnosed with COVID-19 and directed to enter a period of quarantine; or If your pre-paid accommodation in Australia or New Zealand is shutdown or closes as a result of COVID-19.
*unlimited means that generally there is no cap on the maximum dollar amount which may be paid out of this benefit, subject to the specific terms and conditions, sub-limits and exclusion apply to this benefit. This benefit covers reasonable overseas medical and hospital costs as a result of an injury (including arising from a terrorist act) or illness occurring which first shows itself during your period of insurance. Benefits may be paid up to 12 months from the time you received treatment for the injury or illness, but only for reasonable expenses incurred during that time. All medical treatments must be provided by your treating doctor or our consulting medical officer. You must notify us as soon as practicable of your admittance to hospital.
^This cover is per policy
& Policy criteria and conditions apply