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Insurance policy updates during Coronavirus

Read about insurance policies and what's covered in relation to COVID-19.

CGU Insurance are here to help.

CGU has announced a series of measures to support current customers as Coronavirus (COVID-19) continues to evolve, impacting families, communities and businesses. 

 

Financial Hardship

Payment extensions are available to assist those members who are experiencing hardship as a result of COVID-19. CGU can offer:

    • 90-day extension on annual policies.
    • Defer fortnightly/monthly payments for 90 days on policies paid by instalments, which will see the pro-rata balance spread out over the remainder of the policy period.

If you wish to enquire about the above in regards to your current insurance policy please contact CGU on 1300 766 371.

 

Travel Insurance: We're here to help

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:

  • You have a single-trip policy and your trip's been affected by the coronavirus pandemic
  • Your departure date (shown on your Certificate of Insurance) is before 31 December 2020
  • You haven't made a claim, and you won't make one for this policy in the future.

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.

Policies taken out before 23 January 2020

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.

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 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.

 

Consumer Credit Insurance

If you hold a Mortgage Repayment Protection policy and have been stood down and not terminated, CGU have made the following temporary changes to the terms and conditions for payment of Involuntary Unemployment (IU) claims:

Individual

  1. Waive the 21 day Waiting Period
  2. Require the policyholder to:
    • Provide written confirmation from employer they were permanently employed when stood down, and they have been stood down for a period of time from a nominated date, due to the Coronavirus restrictions on trading/businesses. No confirmation from Centrelink required
    • Confirm they are unemployed at time of claim
    • Confirm each 30 day period they remain unemployed

Self Employed

  1. Waive the 21 day Waiting Period
  2. Require the policyholder to:
    • Provide written confirmation their business has ceased trading due to the Coronavirus impact/restrictions imposed on trade
    • Confirm each 30 day period that the business is still ceasing to operate

 


 

Read the full announcement from CGU Friday, 27 March 2020 for more information - learn more.

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