Mount Agung, Bali

Posted Date: 22 September 2017
Mount Agung Bali

Volcanic eruption - Mount Agung, Bali

Updated: 29 November 2017 

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 at 10.00am AEST

If you are currently travelling:
  • If you are stranded in Bali for more than 12 hours, you will be covered for up to $30,000 per journey, or qualifying costs for the first 30 days (whichever is lower).
  • Cover includes changes to your flights, as well as additional accommodation, food, and communication expenses.
  • 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 your return to Australia is affected by Mount Agung, your policy will automatically extend until you are able to return on the next available flight. You don’t need to contact us to arrange this. 
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 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 at 10.00am AEST

We will not be able to offer you cover as the event was no longer considered to be unexpected after 22 September 2017. 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 the volcanic activity. 

Cover will resume when travel-related transport, infrastructure, systems and services previously affected by Mt Agung, have since resumed and have operated normally for at least 21 consecutive days. We are closely monitoring this and will update our advice as the situation changes.

 

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 volcanic ash.
  • 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 Mt Agung delays or cancellations.

 

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.

 


 

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 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 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 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.

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