Overseas Medical and Emergency Assistance

The following update reflects our latest position regarding Coronavirus (COVID-19) and supersedes any previous update. As further information becomes available, we may update, change amend or make additions to the contents of this page.

When we refer to ‘your PDS’, we mean the Travel Insurance Product Disclosure Statement (PDS) you were issued by us when you purchased your policy. If you are not able to access your PDS, please contact our Service Team on 1800 444 424.

Background Information

On 30 January, the World Health Organization (WHO) declared the 2019-nCoV Novel Coronavirus a Public Health Emergency of International Concern. On 11 February 2020, the WHO announced a name for the 2019-nCoV Novel Coronavirus: COVID-19 (‘Coronavirus’).

Due to the rapid development of this outbreak and widespread media coverage, all travellers are strongly encouraged to exercise a high degree of caution and to monitor media and relevant domestic and international government outlets for updates and travel warnings, including advice from the WHO and the Australian Government Department of Foreign Affairs and Trade (DFAT) website smartraveller.gov.au.

Depending on the purchase date of your policy, please be aware that changes to the travel advice warnings issued by DFAT may directly impact your ability to claim under your policy.

The following timeline outlines the key Coronavirus-related warnings and advices by date and country/region (as at 4 March 2020):

What does this mean for your Travel insurance cover?

Any claims arising from or relating to the Coronavirus (e.g. flight delays, cancellations, medical and hospital expenses) will be assessed in accordance with the applicable terms, conditions, limits and exclusions of cover outlined in your PDS, also considering the individual circumstances of each claim.

Please refer to your PDS for full details of cover or alternatively contact our Service Team on 1800 444 424 if you wish to discuss your travel plans before purchasing a new policy or, for existing customers, before making any changes to your current travel arrangements.

Cover for policies purchased on/before 4 March 2020

• For travel to ‘Do Not Travel’ destinations
  
  Hubei Province, China
  • If you purchased travel insurance on/before 24 January 2020 for travel to, in or through the Hubei Province, subject to the terms of your PDS, you will be covered for costs relating to medical expenses and/or your return to Australia if you have already departed Australia, or for your cancellation costs if you had not yet departed.
  • If you purchased travel insurance after 24 January 2020 you will not be covered for travel to, in or through the Hubei Province.
  China, excluding Hubei Province
  • If you purchased travel insurance on/before 1 February 2020 for travel to, in or through China (excluding Hubei Province), subject to the terms of your PDS, you will be covered for costs relating to medical expenses and/or your return to Australia if you had already departed Australia, or for your cancellation costs if you had not yet departed.
  • If you purchased travel insurance after 1 February 2020 you will not be covered for travel to, in or through China.
  Iran
  • If you purchased travel insurance on/before 29 February 2020 for travel to, in or through Iran, subject to the terms of your PDS, you will be covered for costs relating to medical expenses and/or your return to Australia if you had already departed Australia, or for your cancellation costs if you had not yet departed.
  • If you purchased travel insurance after 29 February 2020 you will not be covered for travel to, in or through Iran.
  
  If you are currently in China or Iran, you should leave as soon as possible by commercial means. Please be aware that many airlines have temporarily reduced or stopped flights. You may be subject to quarantine or other emergency procedures imposed by the Australian Government or other authority.
  
  
• For travel to All Destinations (Worldwide) – other than ‘Do Not Travel’ destinations
  
  All Destinations (Worldwide)
  • If you purchased a policy on/before 4 March 2020, subject to the terms of your PDS, you will be covered for medical expenses but will not be covered for cancellations. Any claims arising from or relating to the Coronavirus will be assessed in accordance with your PDS.

Cover for policies purchased after 4 March 2020

If you purchased a policy after 4 March 2020, please be aware that your policy DOES NOT provide cover for any claim directly or indirectly arising from the Coronavirus, regardless of destination or departure date. For full details of your cover, please refer to your PDS.

What should you do?

If you are already travelling

If you are currently travelling and become ill or require urgent assistance from the Budget Direct emergency assistance team, please call:

• From within Australia: 1800 444 424
• From overseas: dial the international code, then +61 7 3465 1718

In the first instance, check if your travel plans may be affected by contacting your travel agent, tour operator or travel provider.  If you need to change your travel arrangements, your travel agent, tour operator or travel provider should be able to assist.

Before making any changes to your current travel arrangements:

• refer to your PDS for the applicable terms, conditions, limits and exclusions of cover; and
• contact our Travel Claims team on 1800 444 424.

If you have not yet departed

If you have not yet departed Home or Australia, we recommend you first contact your travel agent, tour operator or travel provider to discuss if there is any impact to your current travel arrangements and the options for altering your trip if required. Some travel providers may allow penalty-free options for amendment and cancellation of existing arrangements, so please contact them first for further details.

Depending on the purchase date of your policy, if your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the Coronavirus, you may be able to make a claim for cancellation or rescheduling of your trip.

Before making any changes to your travel arrangements:

• refer to your PDS for the applicable terms, conditions, limits and exclusions of cover; and
• contact our Travel Claims team on 1800 444 424.

Taal Volcano in the Philippines erupted on Sunday afternoon, 12 January 2020.  The volcano is located about 37 miles south of Manila. The Manila International Airport Authority have suspended flight arrivals and departures.

Our travel insurance policies do not cover claims for losses caused by an event you were already aware of when you bought the policy.

If you bought a policy after 12 January 2020, we expect you would have been aware of the Taal Volcano Eruption and the possibility of issues arising which could affect travel. For these policies, claims that arise due to the Taal Volcano eruption (for example, flight delays or cancellations) will be assessed in accordance with your policy wording, including exclusions or limits on cover which may apply, depending upon the circumstances.

What should I do?

As of 31 December 2019, heavy rainfall throughout Jakarta, Indonesia has resulted in flash flooding. Tragically, this has resulted in the loss of life. The flooding has caused disruption to transport. People in the area have been evacuated to temporary shelters.

If you are travelling near the affected areas, we recommend that you contact family and friends to confirm you’re safe. We recommend customers follow the news and listen to the instructions of local authorities.

If you bought a policy after 3 January 2020, we would expect that you would have an awareness of the flooding in Jakarta and the possibility of issues arising which could affect travel. For these policies, claims that arise due to the flooding in Jakarta (for example, flight delays or cancellations) will be assessed in accordance with your policy wording, including exclusions or limits on cover which may apply, depending upon the circumstances.

What should I do?

From November 2019, active bush fires have been burning throughout Australia. The bush fires have resulted in damage to land and dwellings and in road closures across Australia. The bush fires have tragically resulted in loss of life. We express our deepest sympathies for the families and individuals involved in these incidents.

If you are travelling near the affected areas, we recommend that you contact family and friends to confirm you’re safe. We recommend customers follow the news and listen to the instructions of local authorities.

If you bought a policy after 2 January 2020, we would expect that you would have an awareness of the bush fires and the possibility of issues arising which could affect travel. For these policies, claims that arise due to the bush fires (for example, flight delays or cancellations) will be assessed in accordance with your policy wording, including exclusions or limits on cover which may apply, depending upon the circumstances.

What should I do?

Jetstar Airlines are expecting staff to take industrial action over the Christmas period which may impact customers travelling with Jetstar. The industrial action will take form as strikes during peak holiday travel times.

Our travel insurance policies do not cover claims for losses caused by an event you were already aware of when you bought the policy.

If you bought a policy after 10 December 2019, we expect you would have been aware of the Jetstar Strikes and the possibility of issues arising which could affect travel. Consequently, claims made after this date arising from the Jetstar Strikes may not be covered.

What should I do?

Ongoing anti-government protests and strikes in Hong Kong have led to suspended train services, blocked roads and cancelled flights.

Our travel insurance policies do not cover claims for losses caused by an event you were already aware of when you bought the policy.

If you bought a policy after 7 August 2019, we expect you would have been aware of the city’s civil unrest and the possibility it would disrupt your trip.

Consequently, claims made after this date arising from the civil unrest may not be covered.

What should I do?