We are sorry to hear of the earthquake that has occurred in Ecuador and hope everyone stays safe during this period.
If you wish to know how this event affects your policy, please read below.
If you purchased your policy prior to Sunday 17th April 2016 12pm (midday) AEST, and your pre-paid travel plans have been affected by the Ecuador earthquake:
There is cover under your policy if you have to cancel or alter your pre-paid travel plans. We will reimburse you the lower of either:
(a) the total value of your actual and reasonable additional alteration costs; or
(b) the total value of your unused, prepaid costs.
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.
If you submit a claim with us, please send the following:
- Original receipts for any additional expenses you may incur.
- Documents (such as itineraries) that show us the cost of your original and your altered travel plans.
- Documentation from your service provider stating their policy regarding compensation/refunds relating to the Ecuador earthquake.
The relevant policy excess will apply to all claims.
If you are currently overseas and your return to your home town or city in Australia is affected by the Ecuador earthquake, 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.
Please refer to ‘Section 2 - Changes to Your Journey’ in your PDS, including Policy Wording for further information.
If you purchased your policy prior to Sunday 17th April 2016 12pm (midday) AEST, and your pre-paid travel plans have not been affected by the Ecuador earthquake:
If your plans have not been affected by the Ecuador earthquake, there is no provision to make a claim to cancel or alter your trip due to the earthquake.
If you purchased your policy on or after Sunday 17th April 2016 12pm (midday) AEST:
As this situation is not considered to be unexpected from this date and time, there is no cover under your policy for any expenses you may incur as a result of the Ecuador earthquake. You will still be covered for other unexpected events according to the terms and conditions of your policy.
If you have an emergency, please contact our Worldwide Emergency Assistance Team as soon as possible on
+61 2 8216 0200.
Please contact us at firstname.lastname@example.org. This advice should be read in conjunction with your PDS, including Policy Wording.
Don’t forget to check www.smartraveller.gov.au for any government travel advice.