Mt Agung delays and cancellations

Posted Date: 22 September 2017
Mt Agung delays and cancellations

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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