Travel Insurance FAQs

Travel Insurance FAQs
Travel Insurance FAQs

These FAQs about coronavirus (COVID-19) will be regularly updated to reflect our latest understanding about the virus and its impact.

We will continue to monitor the Australian Government travel advice issued on the Smartraveller website.


Q: If I am already overseas and wish to return to Australia (and the smart traveller advise is recommending that I do so as soon as possible), will I be covered for my extra travel costs?

There is no cover under the ‘Additional Expenses’ or ‘Amendment or Cancellation Costs’ sections of the policy because of the impact of coronavirus.


Q: I’m overseas and having trouble getting travel bookings and my policy is about to expire. Will my travel insurance policy automatically extend until I’m able to return home?

Yes, if you genuinely cannot return home before your policy expires, the policy will extend until you are physically able to travel home by the quickest and most direct route. The period of insurance will not be extended for any other reason. However, if you decide to stay overseas longer period than planned and wish to extend your travel insurance policy, you will need to contact the issuing agent to request an extension and pay any required additional premium.


Q: If, despite the Australian Government advice from 15 March and 18 March 2020, I need to travel overseas, will I still be covered for my medical expenses if I catch coronavirus?

‘Overseas Medical Expenses’ and ‘Additional Expenses If You Become Sick’ are still covered by our policy.

It is a condition of the policy that you must take all reasonable steps to prevent or minimise a claim.

Claims will be assessed in accordance with your policy taking into account the circumstances of your claim, when you purchased your policy, advice publicly available prior to your entry to a region, where you are travelling to and the dates of your trip.


Q: There is no cover for cancellation because you are worried about coronavirus.

Coronavirus may not affect your travel plans and here are four ways you can prepare for an upcoming trip.

  • Check government websites for up-to-date travel advice about your destination
  • Talk to your doctor, especially if you’re travelling with a child, are pregnant, or have a weak immune system.
  • Consult with your travel agent and transport provider for advice about potential service disruptions.
  • Stay healthy by eating immune-boosting foods and avoid becoming run down.

Q: I may/may not have a trip booked already. I don’t have a policy with you yet. I want to buy one now. Will I be covered for cancellation due to coronavirus?

There is no cover for cancellation because of the impact of coronavirus epidemic.


Q: If my travel provider cancels my arrangements and offers me a full refund but I can’t get refund for my other prepaid travel expenses, can I claim those?

No, there is no cover for cancellation because of the impact of coronavirus epidemic.


Q: If I catch coronavirus (COVID-19) while travelling overseas and need medical treatment overseas will Cover-More Travel Insurance cover me?

Overseas Medical Expenses’ and ‘Additional Expenses If You Become Sick’ are covered by our policy.

It is a condition of the policy that you must take all reasonable steps to prevent or minimise a claim.

We expect the public, to be aware of the widespread news coverage regarding coronavirus, and to keep themselves updated with the Australian Government travel advice.

Claims will be assessed in accordance with your policy taking into account the circumstances of your claim, when you purchased your policy, where you are travelling to and the dates of your trip.

People with underlying health issues are more at risk for severe infection of coronavirus. Customers with pre-existing medical conditions need to complete a health assessment with us to ensure that they are fully covered for their pre-existing medical conditions. See the Travel and Health section of the PDS for information.


Q: What if I am quarantined overseas but I don’t actually have coronavirus?

There is no cover if you’re quarantined overseas as a precaution and do not have any illness. Our coverage is for medical expenses only.

However, if you are a Cover-More customer, our 24-hour assistance team can support you with non-financial assistance such as assisting with changes to travel arrangements including flights, accommodation and ground transfers.

We also encourage you to contact your own airline or accommodation or tour operator to check what they can provide under these circumstances.

Q: Does Cover-More have a general exclusion for epidemics and pandemics like other insurers?

A ‘general exclusion’ is where a scenario or event is excluded under ALL sections of the policy.

The vast majority of our policies do NOT have a general exclusion applying to all sections for epidemics and pandemics but some of our sections do not cover claims arising due to an epidemic, pandemic or outbreak of an infectious disease; Sections such as Cancellation, Travel Delay and Missed Connections.

There is cover available for medical expenses under many of our travel insurance policies, if a customer travelling overseas contracts the coronavirus — this is in line with Cover-More’s focus on high-quality emergency medical assistance for Australian travellers overseas.


Q: If my transport is delayed or I miss a connection due to the impact of coronavirus, will you pay my claim for that?

No. There is no cover for travel delay or missed connection because of the impact of coronavirus epidemic.


Q: Why doesn’t the cancellation cover that is already in my travel insurance policy cover me for an epidemic or pandemic?

Travel insurance is essentially a community sharing risk. And as a travel insurance provider we have to manage that risk and price it while keeping travel insurance premiums affordable for the majority of Australians. One thing that makes Cover-More different is that we don’t have a general exclusion for epidemics and pandemics and we offer coverage for medical expenses in the vast majority of our policies.


Q: What if I contract coronavirus and can’t go on my trip?

No, there is no cover for cancellation because of the impact of coronavirus epidemic.


Q: What happens if I am placed in self-isolation and can’t go on my trip? Will I be covered for cancellation?

No, there is no cover for cancellation because of the impact of coronavirus epidemic.


Q: What if I have returned home and am required to self-isolate? Is there any cover?

Once you are back in Australia there is no cover under the policy. This means there is no cover for any medical expenses, out of pocket expenses, loss of income etc.



General Travel Insurance FAQ's


Q: How do I choose the right type of travel insurance?

It depends on where you plan to travel, the overall cost of your trip, as well as the extent of cover you desire. If you're planning a luxury trip overseas, consider the Comprehensive policy. If you are travelling abroad on a more modest budget, consider the Essentials policy. Our basic policy is designed with domestic travellers in mind. If you need help deciding on the type of cover you need, call 1300 135 769.

See our range of travel insurance plans.


Q: When does my policy start?

Your trip cancellation benefits start when your policy is issued. All other benefits, such as emergency medical and dental coverage, begin on the date of your departure (as listed on your policy).


Q: What if I change my mind?

If you decide you do not want your travel insurance policy, you have a 14 day cooling off period during which you may return it. As long as you have not already travelled or made a claim on the policy, you will receive a full refund — no questions asked! Need to modify or cancel your policy? Call 1300 135 769 or email us.


Q: I am going overseas for a year; can I get cover for this trip?

Depending on your age, we may provide travel insurance for travel of up to 365 days for a single trip.


Q: On my next trip, does my policy include motorcycle cover?

Riding a motorbike is extremely fun and a great way to explore new country. Countries like Thailand, Indonesia and Fiji are not countries to simply hop on a scooter and learn to ride.

Many of our policies provide motorcycle and scooter cover. There are strict guidelines and limits to the cover, so please check the PDS to ensure you are protected.

  • Whilst in control of a motorcycle or moped you must hold a valid Australian motorcycle licence or Australian motor vehicle driver licence, and a licence valid in the relevant country;
  • Whilst you are a pillion passenger the driver must hold a licence valid in the relevant country;
  • The engine capacity is 250cc or less;
  • You are not participating in a Professional capacity; and
  • You are not racing.

For further info we recommend reading the following:

http://vietnam.embassy.gov.au/hnoi/Driving_in_Vietnam.html

http://indonesia.embassy.gov.au/jakt/DrivingLicen.html

http://driving.information.in.th/

Additional Helpful advice can also be found at https://smartraveller.gov.au/


Q: I plan on skiing on my upcoming trip. Am I protected for this activity?

The current Essentials, Comprehensive and Annual Multi Trip products include snow cover however, you will only be covered if:

See our range of travel insurance plans.

  • You are skiing or snowboarding On-Piste;
  • You are not racing; and
  • You are not participating in a Professional capacity.

Q: What is my rental car excess cover include?

If the Rental Car is damaged or stolen whilst in your control during the Journey the policy provides cover for the lower of the Rental Car insurance excess or the repair costs to the Rental Car that You become liable to pay. The maximum benefit limit for this section is: International Comprehensive Plan $3,000 International Essentials Plan $3,000 Domestic Plan $3,000. Other conditions and exclusions apply however so please check your PDS for additional details and limits.


Q: When will my Velocity points be added to my account?

Velocity points will be added within 2 days of departure date. If your booking was made during a campaign offering bonus points these can take up to 4 weeks to be added to your account. Please note tiering bonuses will only be awarded to members who purchase their insurance through covermore.virginaustralia.com or in conjunction with a flight through virginaustralia.com at the time of booking.


Q: If my travel plans change, how do I change my policy?

For changes to any personal details or travel dates after a booking has been made please contract Customer Service on 1300 135 769


Q: How do I lodge a claim?

Complete an online claim

Visit https://covermore.virginaustralia.com/claims and follow the prompts; or

Fill in a claim form

Download, print and complete a claim form here.

Add receipts and other supporting documents

Follow the checklist for the supporting documents you need to send with Your completed claim.

Submit the claim online or post it

Upload your scanned documents and submit the claim online; or Post the completed claim form and original supporting documents to:

Cover-More Travel Insurance Claims Department
Mail: Private Bag 913 North Sydney NSW 2059 Australia
Email: claims_processing@covermore.com.au

We need original documents, so please hold on to your documents as we may request them. If you are posting them, keep a copy. For further assistance: Call: 1300 135 769 or +61 (0) 2 8907 5038.

You must advise Us of any claim or occurrence which may give rise to a claim as soon as possible and within 60 days of the return date shown on Your Certificate of Insurance by sending a completed claim form. If you are about to submit a claim and have exceeded the 60 day time frame, please attach a covering letter with your Online Claim submission explaining why you were unable to submit your claim within this period.


Q: Can my pre-existing medical conditions be covered by travel insurance?

If you have an Existing Medical Condition you may purchase a policy however, there is no cover under these policies for any claim arising from or exacerbated by you or your travelling companion's Existing Medical Condition. For further information of what is considered an Existing Medical Condition please refer to the PDS or call 1300 135 769.