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BSB 805 050

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

Updated 26 May 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 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 that coincides with the planned travel period for a destination. This applies to claims that were for travel prior to 30 September 2020 for international travel and 30 June 2020 for domestic travel. For anything booked further in advance we will 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

If you haven’t commenced your travel, haven’t already made a claim and don’t intend to make a claim, you can cancel your policy.
We will waive the administration fee and provide a full refund of your premium to the credit card it was purchased from within 10 business days of receipt of the email. Cancellations can be requested online at

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:


  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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