Travel insurance and Coronavirus (COVID-19)

Coronavirus has changed the way we travel. National Seniors travel insurance policies now includes cover for some coronavirus related events. So before you head off on your next trip, it’s more important than ever to know exactly what you are and aren’t covered for.

Frequently Asked Questions

Claiming

    1. How do I make a travel insurance claim?
    2. Do you accept a positive RAT test as evidence for a claim?

Help while travelling

Travelling when warnings are in place

Help

Coronavirus

Coronavirus medical expenses

Coronavirus trip cancellation or changes

Coronavirus vaccinations




Q) How do I make a travel insurance claim?

Travel insurance claims can be lodged 24 hours a day, 7 days a week.

 All you need to do is download and complete our claim form with details about:

Once your claim has been submitted, we’ll be in touch to advise you of the outcome or request more information if required.

For any claim enquiries call:
+61 2 8263 0487 (outside Australia)
1300 625 229 (within Australia)
Email: claims@nibtravel.com

Q) Do you accept a positive RAT test as evidence for a claim?

The type of evidence required to support any claim will vary. It is best to obtain as much information as you can to support any potential claim. Depending on the scenario, a Rapid Antigen Test result may be sufficient, however, in order to confirm the facts of your claim, we’ll look at what is reasonable in the situation, and may need additional information.

You should also adhere to applicable government advice and register the results of any positive Rapid Antigen Test as required.

Q)Who should I contact if I need help while I’m on my trip?

If you’re experiencing a medical emergency and need medical help (including for coronavirus), seek help from local authorities and medical or law enforcement officers as needed.

You can also contact our 24/7 Emergency Assistance team who can help you obtain medical help, and if medically necessary they can work with local authorities to repatriate you home, subject to the terms and conditions of your policy.

You can also contact us while you’re travelling if you have any questions.

Q) If the government issues a ‘Do not travel’ warning for coronavirus in my destination and I choose to go there anyway, will I have cover for coronavirus-related expenses?

No; any losses that arise from your failure to follow the ‘Do Not Travel’ advice issued by the Australian government will not be covered.

We recommend that you research the area(s) you are travelling to and keep up to date with the latest government and health advice before as well as during your trip:

For Australian travellers seeking international information see smartraveller.gov.au and for domestic information see health.gov.au.

Refer to the Product Disclosure Statement for all policy terms, conditions, limits and exclusions.

Q) If the government issues a ‘Do not travel’ warning for my destination while I’m there, will I have cover for coronavirus-related expenses?

If you remain in a country or region despite a ‘Do Not Travel’ warning being issued for coronavirus by the Australian government, the policy will not offer cover for coronavirus-related expenses.

If you are stuck overseas and unable to leave a country or region where a ‘Do Not Travel’ warning has been issued for coronavirus and you need assistance, you can contact our Emergency Assistance team; cover may be available for some coronavirus-related events, depending on your specific circumstances. However, the policy does not cover cancellation or additional expenses incurred following the issue of a government “Do Not Travel” warning arising from coronavirus-related events nor for losses that arise from an epidemic, pandemic or World Health Organization declaration of a public health emergency of international concern.

Refer to the Product Disclosure Statement for all policy terms, conditions, limits and exclusions.

Q) Where can I find more information about travel insurance?

We recommend that you read the FAQs available here as well as the Product Disclosure Statement (PDS) and Target Market Determination (TMD).

If you still have any questions, please contact us and our team will be happy to help you.

Q) Is coronavirus cover available on all plans and what are the benefits?

Cover for some coronavirus related events is available on most of our plans, but the types of benefits and benefit limits vary between international and domestic plans.

As much as we’d love to cover every coronavirus-related scenario that a traveller can think of, that’s not what travel insurance is designed to do, so carefully read the Product Disclosure Statement (PDS), to know what is, and isn’t, covered.

National Seniors Travel Insurance cover for some coronavirus-related events:

International Comprehensive

Applicable limits per adult 

Australian Comprehensive Policies

Applicable limits per adult 

Annual Multi Trip

Applicable limits per adult
Medical Expenses Overseas^
(includes coronavirus)		 Unlimited Not applicable Unlimited 
Medical Evacuation and repatriation# (includes coronavirus) Unlimited $50,000 Unlimited
Coronavirus Travel Costs $10,000 $2,500 $7,500


^For up to one year after the illness or injury first occurs. # Sub-limits apply. This is a brief summary of cover and does not include the full terms, conditions, limitations and exclusions.

Please read our PDS for full details.

Q) What’s covered under the Coronavirus Travel Costs benefit?

The Coronavirus Travel Costs benefit, available on our International, Annual Multi Trip and Australian Comprehensive plans, includes cover for the following events up the benefit limit per adult traveller:

What we don’t cover:


Q) If I have contracted COVID-19 at any stage before purchasing a policy, must this be declared as a existing medical condition?

If a traveller contracts COVID-19 before purchasing their policy, and it meets the definition of an ‘existing medical condition’, it needs to be declared at the time of purchase.

An ‘existing medical condition’ is any medical condition which:

We will assess the condition and determine any additional premium if we are able to offer cover for the ‘existing medical condition’.

Should a traveller’s existing medical condition be declined for cover, or if cover is offered but the traveller opts to not pay the additional premium to add this cover to their policy, any claims arising from their existing medical condition would be excluded.

Q) What do I do if I have a positive COVID-19 PCR test BEFORE I’m due to travel?

Please note, if you’re already travelling and need to make changes to a flight or your accommodation, even at the last minute, don’t delay in speaking with your airline or provider.  If you can’t continue with your planned arrangements due to a positive diagnosis, simply not showing up could mean you forfeit your booking or incur additional fees when you may have been able to move your dates or times at no or minimal cost. 

Q) How do I prepare myself for a possible COVID-19 diagnosis whilst travelling?

Planning is the key to being better prepared for travelling while COVID-19 continues to impact travel. 

Knowing what you’re covered for, what to do and who to contact in the event of a positive COVID-19 test during your trip will help navigate these potentially new situations for many travellers:

Here are a few tips that may assist you: 

Before you go 

No two countries are alike, and neither are their rules around dealing with COVID-19 cases. Some countries may require hospitalisation if you test positive for COVID-19 while travelling to or through them, regardless of whether or not you have symptoms. It’s important that you know if there are any quarantine or testing requirements on both entry and exit from where you're travelling, as well as the costs.

All our travel insurance plans have different benefit limits and exclusions – make sure you know what they are and if you’ve purchased the right level of cover for you. If you’re not sure, contact us. 

It’s always a good idea to keep some reserves for last minute unexpected costs you might incur if you do test positive for COVID-19 while you are travelling.   

On trip 

If you need to make changes to a flight or your accommodation, even at the last minute, don’t delay in speaking with your airline or provider.  If you can’t continue with your planned arrangements due to a positive COVID-19 test, simply not showing up could mean you forfeit your booking or incur additional fees when you may have been able to move your dates or times at no or minimal cost. If you booked through a travel agent, they may be able to assist you with this, too. 

If you’ve received a positive COVID-19 test and you’re already travelling, contact our 24/7 Emergency Assistance team who can help with what to do.  They can help navigate what to do if you can’t travel home as planned, help you access medical attention or hospitalisation if you’re sick, or talk you through options to extend your policy if you’re stuck and can’t get home. If your diagnosis is at the end of your trip and you are unfit to travel, your policy may automatically extend to when you’re able to fly and get home by the first available flight. 

Q) What do I do if I get coronavirus on my trip?


Q) If I need medical treatment overseas, will you only pay up to the Coronavirus Travel Costs benefit limit?

The ‘Coronavirus Travel Costs’ benefit is separate to the ‘Medical Expenses’ and ‘Medical Evacuation and Repatriation’ benefits (which have higher limits). Rest assured that if you incur medical expenses overseas for an event covered under the policy, including if you contract coronavirus, and it’s not related to an existing medical condition, cover is available for up to 12 months from the date the illness first appears. Make sure you contact our Emergency Assistance team if you need medical help overseas, and as soon as possible if you need to attend hospital.

Q) If I get sick with coronavirus on my trip, will my medical expenses be covered?

If you purchase one of our ‘International Comprehensive’ policies and you contract coronavirus while overseas, your policy can offer you:

We only offer the cover mentioned above if your symptoms first appear, and your coronavirus diagnosis is made, after you purchased your policy.

In addition, we offer cover:

  1. If you have to cancel your non-refundable pre-paid travel arrangements because:

This cover starts when you purchase your policy and is available before your trip starts, and during your trip.

  1. If you incur certain additional travel costs because, during your trip:
  1. For certain additional child and pet minding services if, during your trip, you are unable to take care of your dependent children or your pets due to you being diagnosed with coronavirus.

Exclusions and benefit limits apply. Most cover is subject to a 72-hour waiting period if you purchase when you are already travelling. Please see the Product Disclosure Statement for details

Q) I’ve had coronavirus before. Am I covered if I experience new symptoms while travelling?

If your previous diagnosis of coronavirus falls within our definition of an existing medical condition, it is not automatically covered. You will need to complete an online screening at the time of policy purchase to see if cover can be provided for an additional premium. If your previous diagnosis of coronavirus does not fall within our definition of an existing medical condition, your policy can offer cover for overseas medical expenses should you contract coronavirus again while overseas.

Q) If I get coronavirus and have to cancel or change my trip, will my costs be covered?

If you are medically unfit to travel due to a diagnosis of coronavirus and have to cancel your trip, there is cover available under the ‘Coronavirus Travel Costs’ benefit up to the benefit limit for your non-refundable trip costs.

In order to be covered, your symptoms must first appear, and diagnosis must be made, after your policy has been purchased. You must have confirmation from a medical practitioner that, due to your coronavirus diagnosis, you are medically unfit to continue with your original travel plans.

There’s no cover if you buy a policy when you are aware, or a reasonable person in your circumstances should have been aware, that you are medically unfit to travel - such as buying a policy after you’ve had close contact with a case of coronavirus and you know you need to get tested.

Q) If I have to cancel or change my trip because my travel companion gets coronavirus, will my costs be covered?

If you have to cancel your trip because a member of your travelling party is deemed medically unfit to travel due to being diagnosed with coronavirus after the policy is issued, we offer cover for your non-refundable trip costs up to the benefit limit.

Q) Do I need medical proof of my positive COVID-19 result if I need to cancel my trip?

Yes. You will need to provide documentation to support the circumstances of your claim. We understand that the type of documentation you are able to provide may vary and we assess every claim on a case-by-case basis.

You should submit as much information as you’re able to along with your claim, as this will help us to assess your claim in a timely manner and reduce the possibility that we may need to ask you for further information. Information you supply may include: 

Don’t forget to contact your travel service providers as well, as you’ll also need to demonstrate that you have requested to refund or tried to reschedule your arrangements, and what your out of pocket costs are.

Q) What if my PCR test hasn’t come back in time, and I’m denied boarding for my flight or need to cancel my trip, is there any provision to claim in the policy?

As the timeframe to receive results can vary based on the type of test and the lab it is sent to, travellers should plan accordingly.

If the reason for being denied boarding is failure to fulfil boarding requirements, such as to have results of a PCR test, this may not be covered under the policy.

If you need to cancel or rearrange your travel arrangements, even at the last minute, don’t delay in speaking with your airline or other travel providers to minimise any potential cancellation costs or fees.  If you booked through a travel agent, they may be able to assist you with this, too. 

If you incur expenses, you should submit a claim along with all supporting documentation, all claims are assessed on a case-by-case basis.


Q) If I have to cancel or change my trip due to a travel restriction (e.g. a border closure), will my costs be covered?

Cancellation or additional expenses cover in the policy is only provided for certain coronavirus-related events. Cancellation which arises from a government travel restrictions such as a travel bans or border closures are not events that the policy offers cover for.

Aside from those events listed in the ‘Coronavirus Travel Costs’ benefit section, the policy excludes cancellation cover for any loss that arises from an epidemic, pandemic or World Health Organization declaration of a public health emergency of international concern, as well as for losses arising from any government prohibition, regulation or intervention.

If you are unable to use your policy due to a coronavirus travel ban, we have options available.

Other important information:


Q) If I cancel or change my trip because I'm worried about getting coronavirus, will my costs be covered?

We’re unable to offer cancellation cover because you are worried about the risk of contracting coronavirus, as it is not a coronavirus-related event the policy offers cover for.

Speak to your travel providers to see what refund or other options may be available.

Q) If I'm placed in mandatory quarantine on my trip because I have (or might have) coronavirus, will my quarantine costs be covered?

If you are diagnosed with coronavirus (or have had a confirmed close contact with a case of coronavirus) during your trip and are confined to compulsory quarantine, there is cover available for your reasonable additional travel, accommodation, meals and entertainment costs up to the benefit limit. To be covered, the attending medical practitioner or local health authority must advise us in writing that your quarantine is necessary due to the diagnosis or confirmed close contact.

Self-isolation or mandatory quarantine for travellers which arises for any reason (other than being diagnosed with coronavirus or having confirmed close contact with a case of coronavirus) is not covered under our policies; for example, if all travellers entering a country or region are required to undergo a mandatory quarantine period on entry, costs associated with this are not covered.

Read the Product Disclosure Statement for all policy terms, conditions, limits and exclusions.

Q) What if I purchase a policy and then receives a dose of the vaccine which makes me sick?

A)Is this a ‘pre-existing condition’ for which cover is excluded or offered at additional cost?
Any condition that occurs after the purchase of the policy would not be considered an existing medical condition.

B) Do I need to let you know about the reaction?
There is no requirement for you to let us know prior to travel about being ill due to a vaccination, however if this occurs close to when you are travelling, you should get written confirmation from your doctor that you are fit to travel.

C) Will I have cover if I need to cancel my trip due to the reaction, and if so, under which benefit?
A vaccination reaction would not be considered a diagnosis of Coronavirus so cover would not be available under our ‘Coronavirus Travel Costs’ benefit. However cover may be available under the ‘Cancellation and additional expenses’ section if you are certified as unfit to travel by a medical practitioner.

Q) What if I have a vaccine dose shortly prior to departure and have a reaction to the vaccine whilst away, is there cover?

In the event that after purchasing a policy and departing on their trip, a traveller develops a medical condition arising from vaccination, cover may be available for overseas medically necessary expenses, or under the ‘cancellation and additional expenses’ section of the policy (subject to the terms, conditions and limitations of the policy).

Q) What if I purchase a policy and then I’m unable to travel because I’m not vaccinated, will you provide a refund for the policy?

If a traveller requests a refund during the 21-day cooling off period, they are entitled to this, provided they have not used the policy.

If Coronavirus travel restrictions impact their ability to travel, we can offer a refund, provided they have not used the policy.

For other circumstances, outside of the cooling-off period, if a traveller wishes to cancel a policy, we may, at our discretion, refund that part of the premium paid for the unused period of insurance. To be eligible for a refund, they cannot have started the trip, have made a claim or intend to make a claim or exercise any other right under the policy.

Q) Does National Seniors Travel Insurance require all travellers to be vaccinated for COVID-19?

Vaccination is not an eligibility requirement to purchase a travel insurance policy.

However, if you are able to be vaccinated, and choose not to take this precaution, it may impact the cover that is available, if this choice leads to a claim as there are policy exclusions that could apply.

The policy continues to offer cover for other circumstances, as per the policy terms and conditions.

Remember, travellers may be required to be vaccinated in order to board certain forms of transport, or to enter certain destinations.

Q) Will you cover me if I'm not vaccinated?

The Australian Government strongly supports immunisation, and the World Health Organization (WHO) advises that It is important to be vaccinated as soon as possible.

If you choose not to take appropriate preventative and precautionary measures to protect against the risk of COVID-19, including vaccination, there are policy exclusions that may apply and affect the cover available if your trip is impacted by COVID-19.

Whether or not you are vaccinated, it is important that you observe appropriate preventative and precautionary measures, such as wearing a mask and practising physical distancing. Remember to check the government and health advice before you go.

If you cannot be vaccinated for COVID-19 for medical reasons, we will take these circumstances into account when we assess what is fair and reasonable with regard to your claim.

It is important to be aware of the requirements of your transport provider as well as the entry requirements at your destination, as losses such as being denied boarding or entry, or additional quarantine requirements due to your vaccination status, are not events that are covered by our policies.

For Australian Residents, refer to Department of Health, WHO  and the Product Disclosure Statement (PDS) for more information.

Q) Will you cover me if I am unable to be vaccinated for medical reasons?

If you cannot be vaccinated against COVID-19 for medical reasons we will take these circumstances into account when assessing any claim; you may also need to provide documentation from a recognised medical professional to demonstrate this.

You should ensure that you are aware of the entry requirements at your destination, and the requirements of your transport providers, including any documentation you may need to provide regarding vaccination status.

Note: Our policies do not offer cover if a traveller is required to quarantine, or is denied boarding by their transport provider or entry at their destination, due to not being vaccinated (even if the traveller is unvaccinated due to a medical reason).

Q) Which vaccines are recognised for National Seniors Travel Insurance?

Our policies do not recognise or exclude specific vaccinations, however travellers should maintain awareness of which vaccinations are recognised by their transport provider and/or at their destination / point of entry, and plan accordingly.

Travellers can refer to the World Health Organization (WHO) for more information on the safety and efficacy of different vaccines.

Note: Our policies do not offer cover if a traveller is required to quarantine, or is denied boarding by their transport provider or entry at their destination, due to not being vaccinated or based on the type of vaccine they have received (even if the traveller is unvaccinated due to a medical reason).

Q) Is getting a COVID-19 vaccine after the purchase of a policy, a declarable medical event a customer needs to advise us about?

No, travellers are not required to contact us to declare vaccinations when purchasing a policy.



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