Over the years we have received thousands of travel insurance related questions.
The following shows responses to the most common queries.
Issued: 13 August 2019
There have been widespread disruptions in Hong Kong due to protests. Australians are advised to avoid all affected areas and minimise movement until the situation stabilises. Hong Kong’s airport authority has advised that a number of flights have been cancelled as a result of the sit-in protest at Hong Kong International Airport.
If you purchased your policy prior to 13 August 2019
If you are in Hong Kong and need medical assistance, please call our 24 hour emergency assistance team immediately on +61 (0) 2 8907 5953 or by email at email@example.com
There is no cover due to your disinclination to travel, your personal wishes or the disinclination to travel on the part of any other person upon whom your travel depends.
If you wish to cancel your travel plans or can no longer travel, please contact your service provider. Airlines, accommodation providers and tour companies may provide refunds, credit notes or alter your bookings without additional fees. If the government advice was to change to 'do not travel' from a lesser advice such as the current 'high degree of caution', then subject to the policy terms and conditions, the insure4travel policy would give you the option to cancel before travel if the advice did change.
If you purchased your policy on or after 13 August 2019 (9h00 AEST)
As this situation is not considered to be unexpected from this date and time, cover would need to be assessed on a case by case if you submit a claim as a result of the Hong Kong protests.
We further urge you to pay close attention to local media and emergency services, following any instructions provided and visit the DFAT page on Smartraveller:
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 (including seeking compensation from any travel service providers) and provide all supporting documentation of the event and expenses incurred.
No two claims are the same and accordingly, claims are assessed on a case-by-case basis. The advice provided herein is of a general nature. Claims are assessed on their individual merits and are subject to the terms and conditions of the Product Disclosure Statement (PDS) which was provided to you at the time of policy purchase and / or is available for download by clicking here
To lodge a claim, complete the claim form available from the Insure4less website at https://www.insure4travel.com.au/page/contact-us/
Issued: 29 June 2018
A number of flights have recently been cancelled or postponed as a result of the ash cloud caused by the Mount Agung volcano erupting again.
Please note that in accordance with our original notification dated 18 September 2017 (see below), there is cover available for policies issued prior to 2:00pm on 18 September 2017. For policies issued after this time, there is no cover available as the event is not considered unforeseen, as the threat level has never been downgraded and the tremors have been constantly occurring since this date.
Issued: 2pm on 18th September Sept 2017, AEST
The volcanic activity at Mount Agung, Bali, Indonesia has increased significantly and the evacuation zone around the volcano has been extended by Indonesian officials. We recommend you regularly check for updates through news agencies and your travel provider.
For policies purchased up to 2pm (AEST) on 18th September 2017
In principle advice regarding policy response to claims for cancellation, disruption and delay of scheduled travel arrangements is provided below.
1. Disruption experienced pre-departure
If you have not yet departed on your trip and your outbound flight arrangements are cancelled due to:
a)a government regulation relating to the Volcanic Ash events which prevents you from travelling as scheduled; or
b)the Australian government issues a Level 4 Do Not Travel warning advising against travel to Indonesia / affected region and which remains in force 14 days prior to scheduled travel;
Previously, some airlines offered refund vouchers in the event of cancellation due to the ash cloud and in this case, we would recommend you liaise with the airline/s, travel agent/s and associated travel providers to minimise any loss / claim.
2. Disruption experienced post-departure
Please contact your service provider in the first instance. Airlines, accommodation providers and tour companies may provide refunds, credit notes or alter your bookings without charging additional fees.
Claims for disruption to scheduled travel arrangements post-departure are for consideration under Section 4 or 8 of the policy. Section 4 operates under all cover levels (i.e. Essentials, Excel and Excel Plus). Section 8 cover is only available under Excel and Excel Plus policies.
Subject to relevant terms and conditions, Section 4 will respond to compensate the Insured Person for additional accommodation and travel expenses incurred to reach the destination if, due to the failure of public transport, you arrive at a departure point too late to board the public transport on which you are scheduled to travel.
Subject to relevant terms and conditions, Section 8 provides monetary compensation to the Insured Person if the public transport on which they are booked to travel is delayed for at least 12 hours.
All Insured Persons must act as a “prudent uninsured” and proceed on the most economical basis to minimise their loss. We therefore suggest in the first instance you liaise with airlines and associated travel providers to reschedule travel arrangements / obtain refunds as appropriate. Some airlines and similar carriers will provide accommodation to passengers whose travel is disrupted due to natural disasters and you should avail yourself of this facility if possible.
All claims for additional accommodation and travel expenses must be supported by receipts, evidence of your pre-booked travel schedule and actual travel arrangements.
If you are overseas and your return to your home town or city in Australia is affected by the Mt Agung volcano, your policy will automatically extend until you are able to return on the next available flight. You do not need to contact us to organise this extension.
For Single Trip and Multi Trip policies purchased on or after 2pm 18th September 2017:
Insurance serves to provide cover for sudden and unforeseen risks. It is not possible to insure against known risks and the policy specifically excludes claims resulting from circumstances known at the time of policy purchase or trip booking and which could reasonably be expected to give rise to a claim.
Accordingly, no cover will be afforded for any claim which relates to the Mt Agung Volcanic activity/ash cloud under policies purchased on or after 2pm 18th September 2017 or trips booked under an Annual Multi Trip policy on or after 2pm 18th September 2017.
No two claims are the same and accordingly, claims are assessed on a case-by-case basis. The advice provided herein is of a general nature. Claims are assessed on their individual merits and are subject to the terms and conditions of the Product Disclosure Statement (PDS) which was provided to you at the time of policy purchase and / or is available for download from this site.
Please ensure that you retain / obtain all documentation which you will need to support your claim for disruption to your scheduled travel arrangements and additional costs you incur.
Download Product Disclosure Statement
insure4travel travel insurance is available for Australian citizens who maintain domiciled status in Australia and for non-Australian citizens who have been resident for a period of not less than 3 months. You do not have domiciled status if you have permanently migrated to another country or your permanent place of abode is outside of Australia. It is therefore ideal for people in Australia on business visas, 457 visas, student visas etc provided they have been resident in Australia for at least 3 months. This travel insurance is available for people aged 90 or under at the time of taking out the policy.