Coronavirus Outbreak

Travel information for Zoom policyholders relating to the recent outbreak of the novel coronavirus, COVID-19.
 


CORONAVIRUS & TRAVEL BANS

 

Issued: 18 March 2020 (update to advice issued 5 February)

On March 18th, 2020, the Australian Government raised the travel advice level for the global pandemic COVID-19 to Level 4.  
Advising all Australians: Do not travel overseas at this time. For those already overseas wishing to return home to Australia we reccomend that you do so as soon as possible by commercial means.

Our priority is helping our customers stay safe. We encourage all travellers in an emergency medical situation to contact our 24/7 Emergency Assistance team. They can provide guidance as to the next steps you can take. Our Emergency Assistance Team are receiving a high number of enquiries from people who are not in an emergency medical situation. We will all get through this situation by working together and prioritising people who are sick, injured and vulnerable. Please do not call this line if you are not in a medical emergency.

If you are in an actual emergency and experience a delay when calling our Emergency Team, please do not panic. Stay on the line if you can, or send an email. If you have sent an email, it will get seen, and our team will get in contact as soon as they can.

Call the 24/7 Emergency Assistance Team on +61 2 8776 3010, or email them on [email protected]

The novel coronavirus (COVID-19) is a frequently-evolving event, which has been widely published in the mass media. On January 31st, the World Health Organisation (WHO) declared the outbreak to be a Public Health Emergency of International Concern (PHEIC), and declared the outbreak to be a pandemic on March 11th 2020. 

All of our policies contain exclusions in relation to known events in the mass media and relating to an epidemic or pandemic, or the threat of an epidemic or pandemic. Therefore, regardless of when you purchased your policy, it is unlikely that any claim will be covered if it relates to the coronavirus. This applies to all countries, including countries where DFAT has not yet issued a coronavirus (COVID-19) travel warning.  We will, however, assess each and every claim based on its individual facts and circumstances and policy terms and conditions.

In the event of a claim covered by your policy, you must do everything you can to minimise and reduce the cost of the claim, and provide all supporting documentation of the event and expenses incurred. If your travel has been affected, we recommend you contact your travel agent, airline and accommodation provider as soon as possible if you would like to amend your travel plans. Some airlines, accommodation and tour providers have announced they are offering refunds and rescheduling.

We also urge all travellers to remain up-to-date with the latest travel advice from Smartraveller and strongly recommend those concerned make themselves aware of the safety precautions for Coronavirus.

Visit here for more information on refunds and rescheduling your travel insurance policy.
 

CORONAVIRUS HISTORICAL ALERTS

  • Coronavirus outbreak, the rest of the world
  • Issued: 5 February 2020 (update to advice issued 28 January)

    It is always our priority to assist our customers when they need help. If you are overseas and have contracted the coronavirus (COVID-19) or have developed symptoms, please contact our 24/7 Emergency Assistance Team on +61 2 8776 3010.

    The novel coronavirus (COVID-19) has been widely reported in the media and continues to make headlines around the world.

    On 31 January, the World Health Organisation (WHO) declared the outbreak as a Public Health Emergency of International Concern (PHEIC).

    All of our policies contain exclusions in relation to known events in the mass media and relating to an epidemic or pandemic.  Therefore, regardless of when you purchased your policy, it is unlikely that any claim will be covered if it relates to the coronavirus. This applies to all countries, including countries where DFAT has not yet issued a coronavirus (COVID-19) travel warning.  We will, however, assess each and every claim based on its individual facts and circumstances and policy terms and conditions.

    The Australian Government (DFAT) raised its travel advice level to 'Do Not Travel' to all of China on 2 February 2020.

    Your policy requires you to mitigate your costs. If your travel has been affected, we recommend you contact your airline and accommodation provider as soon as possible if you would like to amend your travel plans in and out of China.

    Some airlines have announced they are offering refunds for travel to and from mainland China, and some are offering to waive cancellation fees. Some hotel providers have issued statements that they will offer free cancellations on all bookings in Wuhan or in greater China. We also urge all travellers to remain up-to-date with the latest travel advice from Smartraveller and strongly recommend those concerned make themselves aware of the safety precautions for Coronavirus.

  • Coronavirus outbreak, all of China
  • Issued: 28 January 2020 (update to advice issued 23 January)

    The Australian Government (DFAT) raised its travel advice level to 'Do Not Travel' to all of Hubei Province, China on 25 January 2020. The advice level has now been raised to ‘reconsider your need to travel’ for China overall.

    The novel coronavirus (2019-nCoV) has been widely reported in the media and by authorities such as the World Health Organisation (WHO), and continues to make headlines around the world.  The situation of the outbreak, which originated in Wuhan, China, has rapidly escalated. There are now more than 4,500 reported cases in mainland China.

    Travel restrictions have been heightened and wearing masks in public is now mandatory in some cities. The outbreak of the virus comes during the Lunar New Year celebration resulting in an expected increase in travel disruptions.

    There is unlikely to be any cover for claims relating to or arising from the coronavirus (2019-nCoV) for travel to and/or from China for policies purchased after: 10:00am AEDT on Saturday, 25 January 2020.


    Policies purchased before the time above may also be subject to exclusions relating to an epidemic or pandemic. Please read your policy wording for the full policy terms, conditions, limitations and exclusions.

    We advise all customers who are travelling to China or are already in the affected areas, to take care and please do not hesitate to contact our emergency assistance if you need help.

    We also urge all travellers to remain up-to-date with the latest travel advice for China from Smartraveller and strongly recommend those concerned make themselves aware of the safety precautions for Coronavirus.

  • Coronavirus outbreak, Wuhan City, Hubei Province, China
  • Issued: 23 January 2020 Chinese authorities have identified an outbreak of a new type of coronavirus, in Wuhan City in Hubei Province, China.

    We are aware of concerns regarding travel to destinations with known cases of the Coronavirus.  We are continuing to monitor this issue in association with the relevant travel, government and health bodies. Chinese officials have reviewed this health concern and travel outbound from Wuhan has been restricted.

    World Health Organisation (WHO) officials have held back on similar moves for now — and don’t expect widespread restrictions.

    Department of Foreign Affairs (DFAT)'s site Smartraveller has upgraded its travel warning and now advises all Australians to reconsider their need to travel to and from Wuhan City in Hubei Province.

    We advise all customers who are travelling to, or are already in the affected areas, to take care and please do not hesitate to contact our emergency assistance if you need help.

    What does this mean for travel to China and countries which have diagnosed cases of coronavirus?

    If you already have travel booked and you are concerned about whether you should travel to China, we recommend that you contact your airline, hotel and tour providers regarding the best option in altering your trip. There is no provision to claim under your policy for change of mind however some travel providers may provide penalty-free options to amend travel arrangements.

    If you were planning on travelling to Wuhan, you must have purchased a policy before 11:59 PM (AEDT) 22 January in order to be covered. If you entered into a policy after 11:59 PM on the 22 January 2020, we would expect that this was done with an awareness of this event, the upgraded travel warning for Wuhan and the applied travel restrictions.

    Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement (PDS) and Certificate of Insurance you received when you purchased your travel insurance.