** Important Information Regarding: Coronavirus (COVID-19) applicable to all countries
Issued 23rd January 2020 Updated 10th February 2020 Updated 3rd March 2020
The novel Coronavirus (COVID-19) outbreak first reported in Wuhan City, Hubei Province, has since been confirmed in other areas within China and in several other countries. The Department of Foreign Affairs and Trade (DFAT) is advising ‘do not travel’ to all areas of China. Visit www.smartraveller.gov.au for updates for your destinations.
If you are overseas and are affected by Coronavirus (COVID-19) please urgently contact our emergency assistance team on +61 2 8004 6090.
For policies purchased prior to 24 January 2020
For policies purchased prior to 24 January 2020, there is no cover for cancellation or rearrangement costs related to Coronavirus (COVID-19), however you may be covered for related emergency medical expenses.
We regard the Coronavirus (COVID-19) outbreak as an epidemic event known from 24 January 2020. This applies to all countries. For policies purchased prior to 24 January 2020 an epidemic exclusion applies to Section 4: Holiday cancellation & changes and Section 5: Delayed to a special event contain. This means there is no cover under these sections if you cancel or rearrange your travel plans due to Coronavirus (COVID-19).
If you purchased your policy prior to 24 January 2020 you may be covered for emergency medical expenses provided DFAT has not issued a ‘Do not travel’ or ‘Reconsider your need to travel’ advisory for the country you are travelling to at the time your start your holiday. If at the time you start your holiday the country, you are travelling to has been listed by DFAT as ‘Do not travel’ or ‘Reconsider your need to travel’ you will not be covered for emergency medical or related expenses. You should confirm the DFAT travel advisory for your full itinerary at the start of your holiday.
For policies purchased on or after 24th January 2020
For policies purchased on or after 24th January 2020 there is no cover for Coronavirus (COVID-19) related claims under any section of the policy. We regard the Coronavirus (COVID-19) outbreak as an epidemic event known from 24 January 2020. If you purchased your policy on or after 24th January 2020, we assume you did so with an awareness of the Coronavirus (COVID-19) outbreak and the possibility that your travel arrangements could be affected. This applies to all countries, even if DFAT has not yet issued a Coronavirus (COVID-19) travel warning for the country you are travelling to in the future.
What should you do
Your travel provider may offer free options to amend or cancel your travel arrangements. If your travel arrangements are affected by the Coronavirus (COVID-19) outbreak, we recommend that you immediately contact your travel agent or travel provider regarding the best option for changing your trip.
We also encourage you to regularly review the travel advisories for your areas of travel, as these will be updated at https://www.smartraveller.gov.au.
If you have any further enquiries, please email us at email@example.com
Contact us if you have an emergency
If you are overseas and need emergency assistance call +61 2 8004 6090 or e-mail firstname.lastname@example.org
Submitting a claim
All customers are welcome to submit a claim for consideration as detailed in the Product Disclosure Statement (PDS) and as described below.
For details about what your policy covers, please refer to your PDS. You can find a copy of the PDS at https://holidayrescue.com.au/wp-content/uploads/2018/04/Holiday-rescue-australia-pds.pdf. Limits, conditions and exclusions may apply under your policy. We will assess all claims in accordance with your PDS and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.