If you have an emergency, please contact our Emergency Assistance Team as soon as possible on +61 2 9191 1180.
Please check Smart Traveller www.smartraveller.gov.au for any government travel advice.
If you purchased your policy prior to Friday 22 September 2017 11.00pm AEST, and your pre-paid travel plans have been affected by the Mt Monaro activity:
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:
- the total value of your actual and reasonable additional alteration costs; or
- 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 Monaro 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 this event, 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 Product Disclosure Statement (PDS), including Policy Wording for further information.
If you purchased your policy prior to Friday 22 September 2017 11.00pm AEST, and your pre-paid travel plans have not been affected by the Mt Monaro activity:
If you have not yet departed Australia, and your flights and accommodation are still operating and available, there is no cover provided to alter your trip.
If you purchased your policy on or after to Friday 22 September 2017 11.00pm AEST:
As the situation involving Mt Monaro 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. You will still be covered for other unexpected events according to the terms and conditions of your policy.