Mount Agung, Bali

Posted Date: 29 June 2018
Mount Agung Bali

Updated: 29 June 2018

A number of flights have recently been cancelled or postponed as a result of the ash cloud caused by the eruption of Mount Agung volcano.

If you’re due to travel in or out of Bali:

  • If you have not already been notified, please contact your airline immediately for an update on the status of your specific flights.
  • Ensure your airline has the most up-to-date contact information so they can get in touch with you if there are any changes to your flights.
  • Your airline may be able to offer you alternative options if you cannot travel, such as a refund or credit note.
  • Our travel insurance advice remains the same. Please read the ‘check if you’re covered’ section further down the page for more information.

Please read the information below for more advice and tips on how you’re covered and what to do if you’re journey is affected.

 


 

Updated: 31 May 2018

We would like to provide customers with an update on this event.

Mount Agung is still experiencing volcanic activity, with the exclusion zone and alert level 3 remaining in place.

We’re actively monitoring this event to determine when cover will resume and will update this page as soon as anything changes.

For more information, please see the updates below. 

 


 

Updated: 14 February 2018

Mount Agung volcano continues to erupt, with the exclusion zone and alert level 3 remaining in place.

Am I covered if I purchased a policy after Friday 22 September 2017 at 10.00am AEST?

As this event will not be considered an ‘Unexpected Event’ under the terms of your policy, we will not be able to offer you cover for claims relating to this event.

However, you may be covered if you purchased your policy before Friday 22 September 2017 at 10.00am and your travel plans have been affected by this event.

It is important to remember that you will still be covered for all other unexpected events that occur on your trip that are not related to this event in accordance with your policy.

When will cover resume for travel to Bali in relation to Mount Agung?

Due to the nature of this event, we are unable to provide a specific date. However, we will update this travel advice page as soon as cover has resumed.

For more information, please see the updates below.

 


 

Volcanic eruption - Mount Agung, Bali

Last reviewed: 15 January 2018 

The recent eruption of Mount Agung in Bali has forced closure of the Indonesian airport, causing disruptions to flights in and out of Bali due to the volcanic ash clouds. We are monitoring this event closely and the safety of our customers is our highest priority. 

The National Disaster Management Authority has set the alert level for Mount Agung to level 4 (on a level 4 scale). Due to the extreme risk to safety, local authorities advise the exclusion zone remains in place.

Airlines will make their own decisions as to when to cease and resume flights. We recommend you contact your airline directly for up-to-date information:

  • Air Asia: +62 21 2927 0999 (Jakarta) or +62 804 1333 333 (Bali)
  • Garuda: +62 361 232 400 (Bali)
  • Jetstar: +62 803 852 9779 (Jakarta) or +61 3 9645 5999 (Australia)
  • Qantas: +62 21 2555 6300 (Jakarta)
  • Virgin Australia: 13 67 89 (Australia) or +61 7 3119 7175 (Bali) or 00 1803 061 2002 (Bali fixed line with IndoSat carrier)

Please check Smart Traveller www.smartraveller.gov.au for any government travel advice.

 

Check whether you’re covered* 

If you purchased your policy before Friday 22 September 2017 at 10.00am AEST

If you are currently travelling:
  • If your return to Australia is delayed due to this event, your period of insurance will automatically be extended at no charge until you’re reasonably able to return to Australia. You don’t need to contact us to arrange this.
  • 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.
  • We may also be able to cover you for the extra costs of not being able to return to Australia as originally planned, such as accommodation costs and the costs of changing your flights.
If you have not yet departed:
  • We recommend you contact your airline or tour operator in the first instance for up-to-date information on your flight status and what your options are.
  • If your travel plans have been affected by this event, you can submit a claim for either the cost of any additional payments to alter your travel plans or for the loss of your pre-paid travel plans, such as flights, accommodation and tours.
  • Please contact your service provider in the first instance, as many airlines, accommodation providers and tour companies may provide refunds, credit notes or alter your bookings without charging additional fees.

If you purchased your policy after Friday 22 September 2017 at 10.00am AEST

We will not be able to offer you cover for claims relating to this event as this event will not be considered an ‘Unexpected Event’ under the terms of your policy.

However, cover for claims relating to this event will resume if travel-related transport, infrastructure, systems and services previously affected by this event have since resumed and have operated normally for at least 21 consecutive days.

It is important to remember that you will still be covered for all other unexpected events that occur on your trip that are not related to this event in accordance with your policy.

 

Tips on staying safe

  • Follow the advice of the local authorities at all times, including any evacuation orders, and stay outside the exclusion zone around the crater.
  • Closely monitor media and news channels to stay up-to-date with any developments.
  • Visit the International Volcanic Health Hazard Network website for advice on how to prepare and respond to this event.
  • If you need consular assistance, please contact the Australian Embassy.
  • Keep in touch with family and friends in Australia with updates about your safety and whereabouts.

 

Claims information

All claims will be assessed based on your policy cover. Certain limits, conditions and exclusions will apply. Please refer to your policy documents you received when you purchased your travel insurance.

When you are ready to submit a claim, you will also need to send us your supporting documents, such as:

  • 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 delays or cancellations caused by this event.

 

Any other questions?

If you have an emergency, get in touch with our Emergency Assistance Team as soon as possible on +61 2 9191 1180

For all other queries, please contact our Customer Service Team directly at info@scti.com.au.

 

* Terms and conditions apply. Please refer to the policy wording or contact us at info@scti.com.au for further information. 

 


 

Volcanic Activity - Mount Agung, Bali

Issued: 22/09/2017

Emergency Assistance

If you have an emergency, please contact our Emergency Assistance Team as soon as possible on +61 2 9191 1180.

Smartraveller.gov.au

Please check Smart Traveller www.smartraveller.gov.au for any government travel advice.

If you purchased your policy prior to Friday 22 September 2017 10.00am AEST, and your pre-paid travel plans have been affected by delays or cancellations relating to Mt Agung:

There is cover under your policy if you have to alter your pre-paid travel plans. This includes any necessary changes to your domestic flights, provided that they are within 12 hours of an international flight.

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 Mt Agung delays or cancellations.

The relevant policy excess will apply to all claims.

If you are currently overseas and your return to Australia is affected by delays or cancellations relating to Mt Agung, 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 Friday 22 September 2017 10.00am AEST, and your pre-paid travel plans have not been affected by delays or cancellations relating to Mt Agung:

If you have not yet departed Australia, and your flights and accommodation are still operating and available, there would be no cover provided to alter your trip.

If you purchased your policy on or after Friday 22 September 2017 10.00am AEST:

As the situation involving Mt Agung is not considered to be unexpected from this date and time, there is no cover under your policy for any expenses you may have incurred in relation to the volcano or subsequent events. You will still be covered for other unexpected events according to the terms and conditions of your policy.

Further questions

Please contact us at info@scti.com.au. This advice should be read in conjunction with your PDS, including Policy Wording.

Keywords

TravelCare is issued by Southern Cross Benefits Limited ABN 99 133 401 939, AFS License 331058 trading as Southern Cross Travel Insurance ®. SCTI is a member of the Australian Financial Complaints Authority (AFCA). AFCA has replaced the Financial Ombudsman Service (FOS), the Credit and Investments Ombudsman (CIO) and Superannuation Complaints Tribunal (SCT) schemes, so that consumers have access to a single External Dispute Resolution (EDR) scheme. AFCA provides fair and independent financial services complaint resolution that is free to consumers.

As an Australian financial services licensee (AFSL), SCTI is authorised to deal in, and provide, general advice on travel insurance products. As we are unaware of your specific needs, financial objectives, and circumstances, we highly recommend you take time to read the Combined FSG and PDS before buying this product, to ensure that our travel insurance product is right for you.

Our Combined FSG and PDS (including but not limited to the benefits, terms, conditions and exclusions) and premiums quoted are subject to change.

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