Has anyone been impacted by the Coronavirus? Will travel insurance cover the costs if we wanted to cancel? Especially if the flights are with points.

Am I right to assume that if already part way through a (long) OWA trip, and I wanted to voluntarily cut it short (amid general concerns relating to potential medical costs from a policy excluding pandemics), that insurance won't be able to help out there at all in terms of redeeming a portion of the QFF points used towards the booking?

I imagine Qantas isn't going to come to the party either given there are no show rules, right?

Depends on your policy. Some cover the loss of frequent flyer points.

I think the hardest part will be trying to work out exactly how many points you have lost. You might need to calculate the value (in points) or the journeys you have already flown, and then see what the balance is.

if your TI covers loss of points, they'd use the revenue fare for your itinerary, and pro-rata rebate you for the 'lost' amount.
 
Oh, ok, thanks for the added understanding so far. I guess as it's a 'voluntary' thing I wouldn't have expected any travel insurer to cover it, especially if they have provisions excluding pandemics. Although I suppose since the itinerary is technically not affected by the pandemic itself, more so driven by circumstances relating to the logistics and coverage of health care and all, then it might be a different proposition . Hmmm.
 
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I've had a read through the thread, but at the moment I'm not sure what my current position is. Booked a RTW fare for the family going to LA, New York, London (for my sister's wedding) and back via Hong Kong back in July last year. Flights were paid for on my Citibank Prestige card. Booked accommodation (non-refundable) last year using my ANZ Travel Rewards card. Booked tickets for Disneyland via a travel agent using my AMEX Velocity Platinum card.

At the moment I'm not sure what, if anything would be covered under the insurance policies. I'm assuming if we decide to cancel right now, nothing is covered by the travel insurance. Would that change if a government says we're not allowed to travel?
 
I've had a read through the thread, but at the moment I'm not sure what my current position is. Booked a RTW fare for the family going to LA, New York, London (for my sister's wedding) and back via Hong Kong back in July last year. Flights were paid for on my Citibank Prestige card. Booked accommodation (non-refundable) last year using my ANZ Travel Rewards card. Booked tickets for Disneyland via a travel agent using my AMEX Velocity Platinum card.

At the moment I'm not sure what, if anything would be covered under the insurance policies. I'm assuming if we decide to cancel right now, nothing is covered by the travel insurance. Would that change if a government says we're not allowed to travel?
At the moment unless your travel country is on the DNT list it's considered a change of mind. You will also need to check if you were covered for an epidemic in the first place as some don't cover it. If you were covered and a DNT is issued then you can claim for non refundable expenses. I'm waiting on the for Bali. Two weeks today we were supposed to leave.
When are you traveling? July?
 
At the moment unless your travel country is on the DNT list it's considered a change of mind. You will also need to check if you were covered for an epidemic in the first place as some don't cover it. If you were covered and a DNT is issued then you can claim for non refundable expenses. I'm waiting on the for Bali. Two weeks today we were supposed to leave.
When are you traveling? July?
Thanks, that's pretty much what I thought. Travelling next Saturday (21st March). Guess we'll have to wait and see what happens next week.
 
Thanks, that's pretty much what I thought. Travelling next Saturday (21st March). Guess we'll have to wait and see what happens next week.
We know how much can happen in a day. Hang in for a bit to avoid the costs of cancellation.
 
.......Would that change if a government says we're not allowed to travel?
I posted the below in one on the SQ threads as it was basically the same question.

It will most likely depend on your policy. I have an annual multi trip for the family, issued by QF, underwritten by NIB. This policy has a general exclusion that basically details if your plans are disrupted as a result of a government decision we would not be covered. It was a contributing factor to cancelling our April trip.
 
There was some commentary in this thread about Travel Insuranz. They have updated their FAQs and it is actually quite useful. Clearest I have seen amongst TI providers.


Updated on 15 March 2020

For all policyholders who purchased their policies before the 7th of March 2020:

On the 7th of January 2020, Chinese authorities confirmed that they had identified a new virus originating out of China. The new virus is a coronavirus which is a family of viruses that include the common cold and viruses such as SARS (Severe Acute Respiratory Syndrome) and MERS (Middle East Respiratory Syndrome). The World Health Organization is closely monitoring the situation.

We are aware of concerns around travel and will continue to monitor the situation based on guidance issued by the relevant government travel bodies. We urge you to pay close attention to the local media and emergency services, including the DFAT Smart Traveller website for Australian travellers which you can access by clicking here.

Section 1 – Pre-trip Cancellation/Postponement:
For those travellers who have to cancel or change their travel plans to avoid travelling to a country or a region that is classified as “Do Not Travel” or where Government regulation specifically prevents you from entering a country or a region, cover may be available for cancellation or travel postponement costs provided your policy was purchased and your trip was booked before the date upon which the ‘Do Not Travel’ or the Government Regulation was issued.

These countries / regions and dates are as follows:

  • before 9.00am (AEST) on 22 January 2020 for travel to/from Hubei province;
  • before 9.00am (AEST) on 2 February 2020 for travel to/from mainland China;
  • before 9.00am (AEST) on 29 February 2020 for travel to/from mainland Iran;
  • before 9.00am (AEST) on 11 March 2020 for travel to/from the region of Lombardy in Italy; and
  • before 9.00am (AEST) on 12 March 2020 for travel to/from the following additional parts of Italy: the provinces of Modena, Parma, Piacenza, Reggio nell' Emilia, Rimini, Pesaro and Urbino, Alessandria, Asti, Novara, Verbano-Cusio-Ossola, Vercelli, Padova, Treviso, and Venezia.
There is no cover due to disinclination to travel, your personal wishes or the disinclination to travel on the part of any other person upon whom your travel depends unless the Australian Government either issues a regulation that stops you from travelling, or issues a level 4 warning “do not travel” advising against travel to your destination.

If you wish to cancel your travel plans, please contact your service provider. Airlines, accommodation providers and tour companies may provide refunds, credit notes or alter your booking without charging additional fees. You must take all reasonable steps to limit or reduce your out of pocket expenses and we encourage you to speak with your travel agent/provider in this regard. To submit a claim, please contact the claims managers, Gallagher Basset per the contact details below.

Section 1 - Cancellation during travel:
For those travellers transiting through countries or regions that are now classified by DFAT as “Do Not Travel” or where a Government regulation prevents you from entering a country or a region, cover may be available for reasonable additional costs for travel and accommodation, a proportionate refund of unused and irrecoverable travel bookings to curtail your travel or to avoid travelling to the following affected regions, provided the country was not deemed “Do Not Travel” or the Government regulation was not in force at the time you commenced your trip.

If you wish to cancel your travel plans, please contact your service provider. Airlines, accommodation providers and tour companies may provide refunds, credit notes or alter your bookings without charging additional fees. You must take all reasonable steps to limit or reduce your out of pocket expenses and we encourage you to speak with your travel agent/provider in this regard.

For all other areas, 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 unless the Australian Government either issues a regulation that stops you from travelling, or a level 4 warning “do not travel” is issued advising against travel to your destination.

To submit a claim, please contact the claims managers, Gallagher Basset per the contact details below.

Section 2 - Overseas Medical Expenses:
If you are overseas and need medical assistance, please call our 24 hour emergency assistance team immediately on +61 (0) 2 8907 5953 or by email at [email protected].

Claims Information
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.

Travel insurance provides cover for unforeseen events only and therefore, there is no cover for amendment or cancellation costs for travel to the following regions and / or countries booked after, or for policies purchased after, the following dates as the outbreak of the Coronavirus in each place is no longer deemed an unforeseen event:

These countries / regions and dates are as follows:

  • before 9.00am (AEST) on 22 January 2020 for travel to/from Hubei province; and
  • before 9.00am (AEST) on 2 February 2020 for travel to/from mainland China.
  • before 9.00am (AEST) on 29 February 2020 for travel to/from mainland Iran
  • before 9.00am (AEST) on 11 March 2020 for travel to/from the region of Lombardy in Italy; and
  • before 9.00am (AEST) on 12 March 2020 for travel to/from the following additional parts of Italy: the provinces of Modena, Parma, Piacenza, Reggio nell' Emilia, Rimini, Pesaro and Urbino, Alessandria, Asti, Novara, Verbano-Cusio-Ossola, Vercelli, Padova, Treviso, and Venezia.
If you decide to change your travel plans, we suggest you talk with your travel agent or transport provider as soon as possible to minimise your out of pocket expenses. If you travel to a country affected by the Coronavirus (such as China) and contract the virus, there is no cover for overseas medical expenses.

General Note
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 policy wording.

Any Questions?
If you have a question regarding your claim or potential claim, please contact the claims managers Gallagher Bassett on +61 7 3005 1613 or [email protected]

------------------------------------------------------------------------------------

For all policies issued on or after Saturday 07 March 2020:

On the 7th of January 2020, Chinese authorities confirmed that they had identified a new virus originating out of Wuhan in the Hubei Province. The new virus is a coronavirus which is a family of viruses that include the common cold and viruses such as SARS (Severe Acute Respiratory Syndrome) and MERS (Middle East Respiratory Syndrome). The World Health Organisation has identified the Caronavirus a public health emergency.

Overseas Medical Expenses

If you incur medical expenses with associated additional expenses as a result of contracting the Coronavirus, there may be cover up to the benefit limit provided.

When assessing cover, our Claims Team will consider DFAT travel advices in place at the time you purchased your policy and where you chose to travel. You can access the DFAT Smart Traveller website for Australian travellers by clicking here

If you are overseas and need medical assistance, please call our 24 hour emergency assistance team immediately on +61 (0) 2 8907 5953 or by email at [email protected]

For Cancellation and other sections of the policy

There is no cover for claims related to the Caronavirus or any derivative or mutation of such viruses (or arising directly or indirectly from these) as it relates to Pre-Trip Cancellation or Curtailment, Travel Delay, Hospital Cash and/or to Resume your trip following a medical repatriation.

If you decide to change your travel plans, we suggest you talk with your travel agent or transport provider as soon as possible to minimise your out of pocket expenses. 

Claims Information
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 policy wording.
 
Guys, i purchased an annual policy through travelinsuranz.com 07.03.2020 because it was the only one covering the pandemic - policy starts 31.03.2020. I had two big trips planned this year; April and December but my first trip has been cancelled. Since i've pretty much got all my refunds sorted through the direct source there is no need for this policy. I tried asking them to change (delay) the dates but aren't able to, only options is to cancel with full refund.
I got this policy to cover medical and curtailment of flights due to COVID19 but since i got all my refunds back for the April trip, this seems like it's a waste. Plus if December, the aus gov is still restricting travel, the policy wont be much good. What to do.. Cancel or Keep it?
I will be going Vancouver and Japan for the snow in December- this policy covers snow sports too. The thoughts i have is, if I cancel this policy, I will not find any other policies which will cover COVID19 if it's still around in December. Then again if it is still around the recommendation will be "do not travel" which means this policy is useless. I paid $650 for two people.
 
Guys, i purchased an annual policy through travelinsuranz.com 07.03.2020 because it was the only one covering the pandemic - policy starts 31.03.2020. I had two big trips planned this year; April and December but my first trip has been cancelled. Since i've pretty much got all my refunds sorted through the direct source there is no need for this policy. I tried asking them to change (delay) the dates but aren't able to, only options is to cancel with full refund.
I got this policy to cover medical and curtailment of flights due to COVID19 but since i got all my refunds back for the April trip, this seems like it's a waste. Plus if December, the aus gov is still restricting travel, the policy wont be much good. What to do.. Cancel or Keep it?
I will be going Vancouver and Japan for the snow in December- this policy covers snow sports too. The thoughts i have is, if I cancel this policy, I will not find any other policies which will cover COVID19 if it's still around in December. Then again if it is still around the recommendation will be "do not travel" which means this policy is useless. I paid $650 for two people.

Given that Covid is now a 'known' event, have you confirmed that if you voluntarily start travel, with a brand new trip, that you will be covered? Many policies will exclude future cover for a known event.

If they cover you, great, hold on to the policy, if you think you can use it. This would allow you to go to places like thailand where they want proof of cover for Covid to allow you to visit the country (something that's almost impossible to get these days).

Otherwise, cancel and get your money back.
 
Guys, i purchased an annual policy through travelinsuranz.com 07.03.2020 because it was the only one covering the pandemic - policy starts 31.03.2020. I had two big trips planned this year; April and December but my first trip has been cancelled. Since i've pretty much got all my refunds sorted through the direct source there is no need for this policy. I tried asking them to change (delay) the dates but aren't able to, only options is to cancel with full refund.
I got this policy to cover medical and curtailment of flights due to COVID19 but since i got all my refunds back for the April trip, this seems like it's a waste. Plus if December, the aus gov is still restricting travel, the policy wont be much good. What to do.. Cancel or Keep it?
I will be going Vancouver and Japan for the snow in December- this policy covers snow sports too. The thoughts i have is, if I cancel this policy, I will not find any other policies which will cover COVID19 if it's still around in December. Then again if it is still around the recommendation will be "do not travel" which means this policy is useless. I paid $650 for two people.

Is the policy even cancellable? We we’re meant to be away now and I never considered if the policy was refundable if I didn’t use it.
 
Is the policy even cancellable? We we’re meant to be away now and I never considered if the policy was refundable if I didn’t use it.

I'm also curious about this. I don't see how you would be able to get a refund for a travel insurance policy if it's outside the cooling-off period (normally within 14 days of buying the policy) and the coverage period has already started.
 
Is the policy even cancellable? We we’re meant to be away now and I never considered if the policy was refundable if I didn’t use it.

Several insurance companies are allowing policies to be cancelled in the current situation, where they are unable to use the policy (for example, see this note from IAG - An update on COVID-19)
In the case if an annual policy, perhaps the unused portion is refundable?
 
Is the policy even cancellable? We we’re meant to be away now and I never considered if the policy was refundable if I didn’t use it.

If you haven't used the insurance they can cancel it for you. Let them know the trip you intend on going has been cancelled - i suggest contacting them ASAP. this is what they said to me:

Dear Kevin

Thank you for your email and apologies for the delay in getting back to you.

Can you please confirm the below:

Have you made or are you intending to make a claim on your policy?

Have you travelled whilst this policy has been in effect?

We, unfortunately, cannot adjust the dates on our AMT policies however we may be able to provide a refund.

We look forward to hearing from you.

Kind regards,
The Travel Insuranz Team

Given that Covid is now a 'known' event, have you confirmed that if you voluntarily start travel, with a brand new trip, that you will be covered? Many policies will exclude future cover for a known event.

Thanks @MEL_Traveller. I've decided to keep my insurance for my trip to Japan later this year since it covers winter activities and it will cover COVID19 as long as the travel advisory changes to normal.
 
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I didn’t have much luck cancelling for a refund with Insure and Go :

“Thank you for your email and your patience.

As you are outside the 14-day cooling-off period, no refund would be applicable should you wish to cancel your policy, Unfortunately, we are not postponing any insurance policies with the current DO NOT TRAVEL warning on Homepage | Smartraveller. We will review this position in line with future government decisions.

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I posted the below in one on the SQ threads as it was basically the same question.

It will most likely depend on your policy. I have an annual multi trip for the family, issued by QF, underwritten by NIB. This policy has a general exclusion that basically details if your plans are disrupted as a result of a government decision we would not be covered. It was a contributing factor to cancelling our April trip.
I have the NIB Comprehensive policy and have not taken the OWA trip. I have been unscrambling the egg bit by bit with mixed results. I decided to seek a full refund of the policy rather than making a claim as if the claim is knocked back because of their pandemic clause they could not refund the cost of the policy as a claim has been made against it. I find this difficult to accept but them the rules!
 
I have the NIB Comprehensive policy and have not taken the OWA trip. I have been unscrambling the egg bit by bit with mixed results. I decided to seek a full refund of the policy rather than making a claim as if the claim is knocked back because of their pandemic clause they could not refund the cost of the policy as a claim has been made against it. I find this difficult to accept but them the rules!
@stoney
I find that difficult to believe (not you, but them.)
I worked for AAMI for 14 years, including claims.
A 'claim' is not an 'intent to claim', but a written up, and paid out claim.
If a 'claim' is lodged, and knocked back, then you have not 'made a claim against them.'.
Eg in car insurance, if you make a claim on AAMI for an accident that you had which was not your fault, AAMI fix your car, they pay for it, and you have made a claim. If however, you decide that you would be losing too much no claim bonus and paying too much excess, say, for the 'small amount' of damage that is made, and you then decide against it, no claim has beenmade as they have not paid out.
As I said, a 'claim, is not an 'intent'....or anyone who questions the company regarding whether or not they should claim, would be claiming. Instead, ONLY an effective payout is a claim...you have 'claimed against' the company.
Not attempted to claim and failed. That is a failed claim.

I would ring up t he company again, question that IN DEPTH. That is incorrect and an abuse of their policy.
 
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@stoney
I find that difficult to believe (not you, but them.)
I worked for AAMI for 14 years, including claims.
A 'claim' is not an 'intent to claim', but a written up, and paid out claim.
If a 'claim' is lodged, and knocked back, then you have not 'made a claim against them.'.
Eg in car insurance, if you make a claim on AAMI for an accident that you had which was not your fault, AAMI fix your car, they pay for it, and you have made a claim. If however, you decide that you would be losing too much no claim bonus and paying too much excess, say, for the 'small amount' of damage that is made, and you then decide against it, no claim has beenmade as they have not paid out.
As I said, a 'claim, is not an 'intent'....or anyone who questions the company regarding whether or not they should claim, would be claiming. Instead, ONLY an effective payout is a claim...you have 'claimed against' the company.
Not attempted to claim and failed. That is a failed claim.

I would ring up t he company again, question that IN DEPTH. That is incorrect and an abuse of their policy.
Thank you Jenny, I spoke to two NIB phone consultants and both were saying the same thing. I even received an email,

"Please be advised that once you have lodge a claim, we can no longer cancel your policy as it is now considered as used.
Policy cancelation is available within 21 days from the issue date of your policy.
Please refer to page 7 of the attached Product Disclosure Statement."

I could fight but I took the line of least resistance i.e. I made a claim to cancel the policy and requested a full refund of the policy of $1374. I have our health policy with them but it will not be for much longer. Needless to say they will receive bad publicity.
 
This might be of interest, and worth having a closer look at. From TG's website there was a link to Covermore Travel insurance. They say they have no exclusion of epidemic or pandemic when it comes to hospital cover. Even if you buy the policy now.

A very quick reading suggests you must still follow government advice (when to travel, and where you can travel), and certain aspects of the policy, such as cancellation are not covered. But medical is! Coronavirus FAQs

A worldwide policy is ~$300 for a month including USA, $100 excess.

I know there was a tread somewhere about travel insurance but it didn't offer cover to Aussies. This one does.
 

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