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    Mexico Earthquake

    Issued: 20 September 2017

    This information relates to the recent earthquake near Mexico City, in the state of Puebla.


    At 4:14am AEST, the US Geological Survey reported a powerful 7.1 magnitude earthquake with an epicentre some 120 kilometres away from the Mexican capital, in the state of Puebla. The National Civil Protection Agency has advised that some essential services, such as public transport, are suspended.

    If you need medical assistance, please call our 24-hour emergency assistance team immediately on +61 2 8907 5619.

    For policies issued before 9am AEST on 20 September 2017

    Your policy provides a number of benefits, conditions, limits and exclusions that may be relevant to your travel plans. You should read the Product Disclosure Statement (PDS) which outlines the extent of Your travel insurance cover. Some words used in this document have a special meaning as defined in the PDS.

    The information below outlines the key benefits that may apply. Call us for more information.

    • Amendment or Cancellation Costs. If included on Your policy, this benefit provides cover (up to the nominated policy limits) for Your reasonable amendment or cancellation cost if Your existing and pre- paid travel plans are directly affected. Please note that the cost to rearrange Your trip must not exceed the costs incurred had you cancelled your trip outright.
    • Additional Expenses. If you have already departed and Your Journey is directly affected because of this earthquake there is cover (up to the nominated policy sub limits) for Your reasonable Additional transport expenses incurred.
    • Overseas Medical Expenses. If You have incurred medical expenses as a direct result of the earthquake, there is cover up to the specified benefit limits.
    • Travel Delay. Your Policy includes cover for Additional hotel accommodation expenses and up to the stated benefit limits where Your Journey is directly affected and the delay is at least 6 hours.

    Claims can be submitted through our online claims portal:  

    Remember, You must take all reasonable steps to mitigate Your out of pocket expenses. We encourage You to speak with Your travel agent or transport provider as soon as possible to minimise Your out of pocket expenses. Ensure You keep any itemised receipts for additional purchases or costs incurred.

    Costs that are not covered by your policy

    • Costs that are incurred where Your travel is not directly affected.
    • Costs over and above the benefit limits and sub limits outlined in your PDS
    • Costs where alternate travel is at a higher fare class than originally booked
    • Costs for travel arrangements that have already been used, prior to the even affecting your plans.

    For all policies issued after 9am AEST on 20 September 2017

    Travel insurance provides cover for unforeseen events only

    • There is no cover for claims arising as a result of the earthquake as this is no longer deemed an unforeseen event.
    • If you decide to change your travel plans, we encourage you to speak with your travel agent or transport provider as soon as possible to minimise your out of pocket expenses.

    Important general advice

    This information must be read in conjunction with the PDS as certain terms, conditions, limits and exclusions apply. These terms, conditions, limits and exclusions are detailed in the PDS and in particular we draw your attention to ‘The Benefits’ and ‘General Exclusions’ sections of the PDS.

    Contact us

    If you are overseas and require travel or medical assistance, please contact our 24 hour Emergency Assistance team on +61 (2) 8907 5584.

    If you have any further enquiries please contact our Customer Service team on 1300 728 822 between 8.00am and 7.00pm Monday to Friday (AEDT).