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Bali - Mt Rinjani Volcanic Ash Cloud

Update issued: 06 October 2016

On 28th September 2016, an ash cloud from Mount Rinjani, Indonesia caused the cancellation of several flights into and out of Denpasar International Airport. There has been no further disruption caused by these events and the Darwin Volcanic Ash Advisory Centre is no longer reporting any visible ash in the area, and has subsequently ceased providing updates.

As such, we now consider this event to have concluded (as at 9AM AEST, 6th October 2016) and any new eruptions and ash clouds from Mount Rinjani will be considered a new event and cover may be available on your policy, subject to the terms, conditions, limits and exclusions. You should read the Product Disclosure Statement (PDS) which outlines the extent of your travel insurance cover.

Contact us

If you are overseas and require travel or medical assistance, please contact our 24 hour Emergency Assistance team on +61 (2) 8907 5619.

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).

Update issued: 28 September 2016

This advice applies to customers who are concerned or may be affected by the recent Mount Rinjani Volcanic Ash Cloud in Indonesia on 27/09/2016.

Background

On 27/09/2016, Mount Rinjani on the island of Lombok, Indonesia erupted releasing volcanic ash into the atmosphere. The ash cloud has affected flights in and out of Denpasar International Airport, Bali with several flights being cancelled on safety grounds. Several airlines have since announced that flights will resume, with extra services to help alleviate the backlog.

It was a single eruption that caused the ash cloud. In its latest advisory, the Volcanic Ash Advisory Centre said current satellite imagery indicated ash from the volcano had dissipated, and there were no other sources indicating a new or ongoing eruption.

https://www.abc.net.au/news/2016-09-28/bali-volcanic-ash-cancelled-flights-set-to-resume/7883544

This information is current to 28/09/2016 and we recommend you regularly check for updates through your travel provider, agent or media outlets.

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.

For all policies issued before 28/09/2016

  • If Your policy contains amendment or cancellation cover, there is cover (up to the nominated policy limits) for Your reasonable amendment or cancellation costs (whichever is lesser) if Your existing travel plans are affected by this event.
  • During the Journey, there is cover available for reasonable Additional hotel accommodation and transport expenses You incur as a result of the volcanic ash cloud.
  • There is no cover for amendment or cancellation costs or Additional transport or hotel accommodation costs if Your existing travel plans are not directly affected by the Mount Rinjani Volcanic Ash Cloud.
  • There is no cover available for any portions of Your Journey that have been utilised.

Policy cover for policies issued on or after 28/09/2016

Travel insurance provides cover for unforeseen events only.

  • There is no cover for amendment or cancellation costs for policies issued on or after 28th September 2016 as the Mount Rinjani Volcanic Ash Cloud 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 Additional out of pocket expenses as there will be no cover for these.

Claims can be submitted through our Online Claims Portal

If You believe You are, or could be affected by this, we encourage You to speak with Your travel agent or transport provider as soon as possible and remember, You must take all reasonable steps 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 5619.

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).

Update issued: 11 August 2016

On the 1st August 2016 an Ash cloud from Mount Rinjani, Indonesia caused the cancellation of several flights into and out of Denpasar International Airport. There has been no further disruption caused by these events and the Darwin Volcanic Ash Advisory Centre ('DVAAC') is no longer reporting any visibile ash in the area, and has subsequently ceased providing updates.

As such, we now consider this event to have concluded and any new eruptions and ash clouds from Mount Rinjani will be considered a new event and cover may be available on your policy, subject to the terms, conditions, limits and exclusions contained therein. You should read the Product Disclosure Statement (PDS) which outlines the extent of your travel insurance cover.

Contact us

If you are overseas and require travel or medical assistance, please contact our 24 hour Emergency Assistance team on +61 (2) 8907 5619.

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).

Update issued: 02 August 2016

This advice applies to customers who are concerned or may be affected by the recent Mount Rinjani Volcanic Ash Cloud in Indonesia.

Background

On the 1st August 2016, Mount Rinjani on the island of Lombok, Indonesia began releasing volcanic ash into the atmosphere. The ash cloud has affected flights in and out of Denpasar International Airport, Bali.

A number of flights between Australia and Bali have been disrupted by volcanic ash from Mt Rinjani on Lombok. Ngruah Rai International Airport in Bali remains open. Other flights within Indonesia could also be affected. You should check with your airline for latest information on flight disruptions

http://smartraveller.gov.au/Countries/asia/south-east/Pages/indonesia.aspx

This information is current to 02 August 2016 and we recommend you regularly check for updates through your travel provider, agent or media outlets.

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.

For all policies issued before 02 August 2016

  • If Your policy contains amendment or cancellation cover, there is cover (up to the nominated policy limits) for Your reasonable amendment or cancellation costs (whichever is lesser) if Your existing travel plans are affected by this event.
  • During the Journey, there is cover available for reasonable Additional hotel accommodation and transport expenses You incur as a result of the volcanic ash cloud.
  • There is no cover for amendment or cancellation costs or Additional transport or hotel accommodation costs if Your existing travel plans are not directly affected by the Mount Rinjani Volcanic Ash Cloud.
  • There is no cover available for any portions of Your Journey that have been utilised.

Claims can be submitted through our online claims portal: https://claims.covermore.com.au/

If you believe you are, or could be affected by this, we encourage You to speak with Your travel agent or transport provider as soon as possible and remember, You must take all reasonable steps to minimise Your out of pocket expenses.

Policy cover for policies issued on or after 02 August 2016

Travel insurance provides cover for unforeseen events only.

  • There is no cover for amendment or cancellation costs for policies issued on or after 02 August 2016 as the Mount Rinjani Volcanic Ash Cloud 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 5619.

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).

Update issued: 15 December 2015

Mt Rinjani’s ash cloud began significantly affecting travel on 3 November 2015 and demonstrated heightened risk of ongoing eruptions for some time thereafter. The Australian Bureau of Meteorology (‘BOM’) and the Darwin Volcanic Ash Advisory Centre (‘DVAAC’) have ceased providing updates on the volcano’s activity and as such we have deemed the event to be concluded as of 14 December 2015. This means that should any further eruptions occur from Mt Rinjani they would be considered a new event and coverable under the policy.

Your policy provides a number of terms, 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.

Contact us

If you are overseas and require travel or medical assistance, please contact our 24 hour Emergency Assistance team on +61 (2) 8907 5619.

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).

Download advice document

Update issued: 26 November 2015

We note flights have resumed into and out of Denpasar airport, Bali. The Darwin Volcanic Ash Advisory Centre, part of the Australian Bureau of Meteorology has still coded the event as Orange: ‘Volcano exhibiting heightened unrest with increased likelihood of eruption.’ This information is accurate as of 26th November 2015. As such we have concluded that the volcanic ash event and subsequent flight disruptions beginning on 3rd November to be ongoing. This means that any policies issued on or after 3rd November 2015 are not eligible for coverage for any costs relating to this event as it is not unforeseen after this date. We will continue to monitor this event and will release a statement once we deem the event to be over.

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.

Cover-More Insurance Services Pty Ltd (AFSL 241713 ABN 96 003 114 145) administers insurance on behalf of Great Lakes Reinsurance (UK) SE (ARBN 127 740 532, ABN 18 964 580 576, AFSL No. 318603) trading as Great Lakes Australia.

Download advice document

Original release: 3 November 2015

This advice applies to customers who are concerned or may be affected by the recent Mt Rinjani volcanic ash cloud in Bali.

Background

On the 3rd November, Mt Rinjani in Lombok, Bali erupted, releasing a Volcanic ash cloud into the atmosphere that has resulted in the cancellation or rescheduling of several flights into and out of Denpasar International Airport.

This information is current to 03/11/2015 and we recommend you regularly check for updates with your airline or travel provider.

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.

For all policies issued before 03/11/2015

  • If your policy contains amendment or cancellation cover, there is cover (up to the nominated policy limits) for Your reasonable amendment or cancellation costs (whichever is lesser) if Your existing travel plans are affected by a natural disaster.
  • During Your Journey, there is cover (up to the nominated policy limits) for Your reasonable Additional transport and hotel accommodation expenses incurred as a result of the events in Bali.
  • There is no cover for amendment or cancellation costs or Additional transport or hotel accommodation costs if your existing travel plans are not affected by the events in Bali.
  • There is no cover available for any portions of your Journey that have been utilised.

Claims can be submitted through our online claims portal: https://claims.covermore.com.au.

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.

Policy cover for policies issued on or after 03/11/2015

Travel insurance provides cover for unforeseen events only.

  • There is no cover for amendment or cancellation costs for policies issued on or after 03/11/2015 as the events in Bali are 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 5619.

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).

Download advice document

Frequently asked questions as at 10 November 2015

Please refer to our website www.covermore.com.au for advice relating to the current situation in Bali, what your travel insurance provides cover for and how to submit a claim.

icon  Airlines


Airlines make their own decisions as to the ability to fly in these conditions based on a number of factors. We are unable to comment on airlines’ reasons for doing so. Please contact them directly to discuss your situation.

We don’t have access to your flight details, so your travel consultant will be able to help you. Or you can contact your airline directly. Most of the airlines have updated information on their website home pages.

icon  If you are still in Australia and are waiting to travel to Bali


The situation in Bali with the volcanic ash cloud is not static and all airlines are closely monitoring the situation. You should contact your airline as soon as possible and check for updates closer to your scheduled departure date to determine if your travel plans are affected.

There is no cover for flight amendment or cancellation costs or additional transport or hotel accommodation costs if your existing travel plans are not affected by the events in Bali. For example, if you are due to fly to Bali next week, and flights resume this week, there is no cover for your travel amendment or cancellation costs.

You can change the dates of travel on your existing policy if you have no out of pocket expenses to claim. Where you have reasonable amendment fees for transport or accommodation that need to be claimed, you can claim for these on your existing policy however, you will need to purchase a new policy to cover your new travel dates.

This benefit only applies to instances where you are unable to work after you have suffered an injury during your journey so if your delay in returning home is for any other reason, such as a disruption caused by volcanic ash clouds, this benefit does not apply.

icon  If you are stranded in Bali


Please contact our emergency medical assistance team on +61 2 8907 5619. We are here 24 hours, seven days and we can also connect you with an Australian-based GP if that is the best option for you.

No. If your period of insurance is extended because of circumstances outside your control such as being stranded in Bali due to a volcanic ash cloud, your travel insurance will automatically extend until you are able to return home by the quickest and most direct route. You do not have to contact us or pay any additional premium.

icon  Submitting a Claim


Receipts or invoices for any reasonable additional costs of transport or reasonable additional accommodation that you outlay.

For all policies issued before 3 November 2015, there is cover for your reasonable additional transport and hotel accommodation expenses incurred as a result of the events in Bali. The cover available will only be up to the nominated limits in your travel insurance policy and is subject to other terms and conditions, limits and exclusions of your policy.

No. We regret that food is not covered by your policy as we only cover additional transport and accommodation expenses.

Your policy extends to cover additional travel and accommodation expenses and we may be able to cover the costs of phone calls you make to us however, we are unable to cover other financial losses not specifically outlined in the Product Disclosure Statement including costs such as parking and phone calls to your airline.

For all policies issued before 3 November 2015 and where you are unable to wait until your rescheduled flight to get home because you must return to Australia earlier, we will cover the cost of reasonable additional transport expenses to help you return home.

However, you must explain to us why you were unable to wait for your airline to fly you home as per their schedule so we can assess if the policy covers this cost.

If you do have to book additional transport or accommodation, you should endeavor to book at the same standard of accommodation or class of transport that matches the rest of your itinerary.. That is what we mean by reasonable.

 

For more detailed claims advice and updates, please visit our Travel Advice Portal.

 

You should read the Product Disclosure Statement (PDS) which outlines the extent of your travel insurance cover. Any benefits provided are subject to terms and conditions, limits and exclusions of your policy.