The below information relating to the CGU Travel Insurance product about coronavirus (COVID-19) will be regularly updated to reflect our latest understanding about the virus and its impact.
Refunds for single-trip policies
You're eligible for a full refund of your premium if all of these apply to you:
If you have a single-trip policy and your departure date is outside these periods, you're not eligible for a refund. This may change in the future, so check this page again closer to your departure date.
Refunds for annual multi-trip policies
If you have an Annual multi-trip policy, you may be eligible for a refund. Call us on 13 24 80 (8am–8pm, Mon–Fri) so we can talk about your options.
Has your trip been postponed?
If your trip has been postponed and you need to update your policy with your new departure dates, call us on 13 24 80 (8am–8pm, Mon–Fri).
What we cover related to the coronavirus pandemic
Your level of cover depends on your plan, when you took out your policy, and the latest government travel alerts.
For policies purchased prior to 23 January 2020
You are covered for medical expenses related to the coronavirus as your policy was purchased prior to the 23 January 2020. The extent of your cover depends on the policy plan you have purchased.
Your policy also covers cancellation costs or rescheduling costs if your travel plans are affected by the Australian Government’s ‘Do Not Travel’ alerts, which now apply to all countries worldwide. Your level of cover depends on your plan and departure date. For anything booked further in advance we would assess travel restrictions closer to the travel period.
Policies taken out on or after 23 January 2020
International and Domestic Travel Insurance
We don’t cover any events that are widely known about before your policy starts. The coronavirus pandemic is considered a known event from 23 January 2020 onwards, following travel advice from the Australian Government and widespread media coverage.
If your policy started on or after 23 January 2020, you’re not covered for any claims relating to the coronavirus pandemic.
International Travel Insurance
If you took out your International Travel Insurance policy before 23 January 2020, your policy covers overseas medical costs if you’re hospitalised due to coronavirus. Your level of cover for overseas medical costs depends on your plan, so check the Product Disclosure Statement (PDS) for policies started before 23 January 2020.
If you took out your International Travel Insurance policy before 23 January 2020, your policy also covers cancellation costs or rescheduling costs if your travel plans are affected by the Australian Government’s ‘Do Not Travel’ alerts, which now apply to all countries worldwide. Your level of cover depends on your plan, so check the PDS for policies started before 23 January 2020.
Domestic Travel Insurance
If you took out your Domestic Travel Insurance policy before 23 January 2020, your policy covers cancellation costs or rescheduling costs if your travel plans are affected by the Australian Government’s advice to avoid non-essential, domestic travel. Your level of cover depends on your plan, so check the PDS for policies started before 23 January 2020.
We provide a 24-hour emergency assistance hotline for you to call if you have any difficulties while travelling. Call from anywhere in the world to speak with a highly trained, multilingual consultant (we accept reverse charges for overseas calls), or email [email protected]
For emergency travel insurance assistance, please call our 24-hour emergency assistance hotline:
Making a travel insurance claim
Simply call CGU Insurance on 13 24 80
Once your claim is lodged with CGU, we will allocate a case manager who will contact you regarding next steps. Your case manager will keep you informed about the progress of your claim.
We will assess any claims for travel cancellation and luggage damage.
We will inform you of any excess payable when you lodge your claim.
Travel Advice and Information
Please contact your travel provider prior to cancelling any upcoming travel arrangements. Your travel provider may be able to assist with options and potential changes in services enabling rearranging your travel or providing credits or refunds depending on when you are due to depart.
For full information relating to the COVID-19 outbreak please refer to the Australian Government's Smart Traveller website for more information on the risks and advice on the preventative measures
This information must be read in conjunction with the Product Disclosure Statement (PDS)and is subject to terms, conditions, limits, and exclusions. These terms, conditions, limits and exclusions are detailed in the PDS.
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