Cancellation

I already have a policy, but I don’t want to go ahead with my trip because I’m concerned I might contract coronavirus. Am I covered if I cancel my trip?

The policy has a general exclusion for pandemics.

It states: We will not pay for claims caused by, or claims arising from, an epidemic, pandemic or outbreak of a contagious disease or any derivative or mutation of such viruses, or the threat or perceived threat of any of these. Refer to who.int and smartraveller.gov.au for further information on epidemics and pandemics.

Therefore, there’s no cover for cancellation due to concerns about coronavirus.

I already have a policy for my upcoming trip, but I want to cancel the trip now. Will my cancellation costs be covered?

There’s no cover for cancellation if you cancel your trip due to the impact of coronavirus. We encourage you to contact your own travel agent, transport provider, accommodation or tour operator to discuss any actual or proposed changes to travel plans. Your travel provider can provide you with more information about your options for adjusting your travel itinerary or getting a refund.

If my travel provider cancels my arrangements due to coronavirus, will my cancellation costs be covered under my policy?

No, there’s no cover for cancellation because of the impact of the coronavirus pandemic. We recommend all travellers contact their travel provider(s) to discuss any actual or proposed changes to travel plans. Your travel provider can give you more information about your options for adjusting your travel itinerary or getting a refund.

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

No, there’s no cover for cancellation because of the impact of the coronavirus pandemic.

If I contract coronavirus and can’t go on my trip, will I be covered by my policy?

No, there’s no cover for cancellation because of the impact of the coronavirus pandemic.

If I’m placed in self-isolation and can’t go on my trip, will I be covered by my policy?

No, there’s no cover for cancellation because of the impact of the coronavirus pandemic.

I haven’t activated my travel insurance cover, but I want to now. Will I be covered for cancellation due to coronavirus?

No, there’s no cover for cancellation due to the coronavirus pandemic as there’s a general exclusion on the policy. It’s also a known event, which is excluded from the policy.

Medical

If I catch coronavirus while travelling overseas and need medical treatment, what should I do?

If you’re overseas and have been directly affected by coronavirus and need medical help, please call the Cover-More 24-hour emergency assistance team immediately on +61 2 8907 5619.

What if I’ve returned home and have to self-isolate? Is there any cover?

Once you’re back in Australia, there’s no cover under the policy. For example, this means there’s no cover for any medical expenses, out-of-pocket expenses, or loss of income once you’re back in Australia.

If, despite the Australian Government’s advice not to travel, I need to travel overseas, will my policy still cover me for medical expenses unrelated to coronavirus?

‘Overseas Medical Expenses’ and ‘Additional Expenses If You Become Sick’, as defined in your policy, are still covered, as long as they’re unrelated to coronavirus if you choose to travel overseas after the 15 March 2020 Australian Government advice.

Remember – it’s 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.

Currently overseas

I’m already overseas and want to return to Australia (and the Smart Traveller advice is recommending I do so as soon as possible). Will I be covered for my extra travel costs?

The policy has a general exclusion for pandemics. Therefore, you won’t be covered for additional expenses relating to any changes to your trip. 

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

No – you’ll need to contact Cover-More to request an extension and pay any required additional premium, whether you’re genuinely stuck overseas or decide to remain overseas.

What if I’m quarantined overseas? Is there any cover for additional expenses?

The policy has a general exclusion for pandemics. Therefore, you won’t be covered for additional expenses relating to being quarantined, whether you have coronavirus or not.

However, if you’re a CBA credit or debit cardholder, the Cover-More 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 encourage you to contact your travel agent, transport provider, accommodation or tour operator to check what they can provide under these circumstances.

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’s no cover for travel delays or missed connections because of the impact of the coronavirus pandemic.

Claims unrelated to coronavirus

If I want to make a claim for an event unrelated to coronavirus, will there still be cover?

If your claim is unrelated to coronavirus, it will be assessed as normal in accordance with the terms, conditions and exclusions in your relevant Product Disclosure Statement (Credit Card Insurances Product Disclosure Statement or World Debit Mastercard insurances Product Disclosure Statement and Information Booklet)I

General Information

What is a pandemic and epidemic?

Your travel insurance product disclosure statement (PDS) (Credit Card Insurances Product Disclosure Statement or World Debit Mastercard insurances Product Disclosure Statement and Information Booklet) includes  definitions of ‘pandemic’ and ‘epidemic’ that are used for the purposes of your travel insurance policy wording.

An ‘epidemic’ means a fast-spreading contagious disease or illness in an area, as documented by a recognised public health authority. A ‘pandemic’ means an epidemic that’s expected to affect an unusually large number of people or involves an extensive geographic area.

It’s important that you refer to your PDS for any specific details about your travel insurance cover.

Is coronavirus (COVID-19) considered both an epidemic and pandemic?

For the most up-to-date information on coronavirus (COVID-19), please refer to the World Health Organization (WHO) and Smart Traveller websites.

Where should I go for information regarding coronavirus (COVID-19)?

Stay up-to-date on information about coronavirus (COVID-19) from the Department of Foreign Affairs and Trade (DFAT) Smart Traveller website and the World Health Organization (WHO).

You can also visit our blog for medical tips relating to COVID-19.

If you are currently overseas or if you have further questions around what you’re covered for or need to make a claim, contact Cover-More:

  • Within Australia: call Cover-More on 1300 467 951
  • From overseas: call Cover-More on +612 8907 5060  (call charges may apply)
  • Or Email: commbank@covermore.com.au

Things you should know

This information must be read in conjunction with the Product Disclosure Statement (PDS) as certain terms, conditions, limits, and exclusions apply. These terms, conditions, limits and exclusions are detailed in the PDS and we draw your attention to ‘’Overseas Travel Insurance’ and ‘General Exclusions’ sections of the PDS. Any advice is general advice only.

Insurance is provided by Zurich Australian Insurance Limited, ABN 13 000 296 640, AFS Licence Number 232507 through its agent Cover-More Insurance Services Pty Ltd ABN 95 003 114 145, AFSL 241713 (Cover-More) for Commonwealth Bank of Australia (CBA).

CBA and its related bodies corporate do not issue or guarantee this insurance. It does not represent a deposit with or liability of either CBA or any of its related bodies corporate. We do not provide any advice on this insurance based on any consideration of your objectives, financial situation or needs.