BSB 805 050

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BSB 805 050

Travel Insurance: We're here to help 

Updated: 18 March 2020

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.


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 will depend on the particular policy you have purchased.

We will accept cancellation and rescheduling expenses where the Australian government has upgraded travel advice to “Do Not Travel” that coincides with the planned travel period for a destination. This applies to claims where the travel period is within 3 months of you contacting us. For anything booked further in advance we would assess travel restrictions closer to the travel period. 


For policies purchased on or after 23 January 2020

There is no cover for losses or expenses to COVID-19 from 23 January 2020 onwards – as this was considered to be a known event following DFAT advice regarding the emergence of the coronavirus in Wuhan, China.

The policy excludes cover if your certificate of insurance was issued after an alert or warning was made regarding an outbreak or possible outbreak of a human pandemic, epidemic or any other outbreak of infectious disease. All other coverage applies as per the terms and conditions of the Product Disclosure Statement.


Policy Cancellation

We allow all customers to cancel their policies at any time, including:

  • within the 21 day “cooling off” period, we refund the full premium,
  • After the 21 day “cooling off” period, we refund the unused portion of the policy (less an admin fee)
Emergency assistance

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:

Within Australia: (02) 8895 0698
While overseas: +61 2 8895 0698
For all non-emergency claims, please contact CGU upon your return to Australia.


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 travelprovider 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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