Important Information Regarding: Queensland and New South Wales Floods

Issued: 04 March 2022

Background

Extreme rainfall across both Queensland and New South Wales has caused severe and widespread flooding. Thousands of people have been impacted by evacuations and numerous homes and businesses have been damaged. The flooding has also caused multiple road closures making many parts of each state inaccessible.

This event has been classified as a natural disaster.

If you have been directly affected by the floods and need medical assistance, please call our 24 hour emergency assistance team immediately on +61 2 8907 5619. We further urge you to pay close attention to the local media and emergency services.

Policy coverage:

For policies/trips with a Relevant Time before 02 March 2022

Subject to the benefits, terms, conditions, limits, sub-limits and exclusions contained in your Product Disclosure Statement (the “PDS”) and our assessment of your claim, there may be provision to claim for the following expenses if your travel plans are directly affected:

• Additional Expenses 
  If you are already on your trip:
  • Additional accommodation and transportation expenses; if your travel is delayed for the required timeframes; up to the nominated limits as outlined in the Product Disclosure Statement

  • Amendment or Cancellation Costs 
    If you have this cover on your policy:

    • The non-refundable portion of pre-paid, unused travel arrangements
    • Amendments made prior to departing on the Journey if the cost to rearrange does not exceed the amount it would have cost to cancel the trip outright

    To submit your claim, please remember:

    • To keep all itemised receipts for additional purchases or costs incurred
    • Obtain a letter from the travel provider confirming the length and reason for delay
    • The easiest way to lodge a claim is online via: https://claims.covermore.com.au/

    Costs that are not covered by your policy

    • Costs that are incurred where your travel is not directly affected
    • Where alternate travel is at a higher fare class than originally booked
    • Travel arrangements that have already been used
    • Costs excluded or above the limits outlined in your PDS

    Important points regarding cover

    • Your insurance policy does not cover you for events that had already occurred at the relevant time of your policy/trip
    • Your insurance policy does not cover you for events that you knew were going to impact your travel at the relevant time of your policy/trip
    • As this event is widespread and continues to develop, the date that this event would no longer be unforeseeable will be different depending on where you were when your journey was impacted

    Free Extension of Insurance

    If the relevant time of your current trip pre-dates this travel advice and your travel is disrupted due to this event, impacting your ability to return home on your policy end date, your policy will freely extend until you are physically able to return home as soon as it becomes possible.

    Important general advice

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

    Contact us

    If you are travelling and require travel or medical assistance, please contact our 24 hour emergency assistance team on +61 2 8907 5619. For any general enquiries regarding the event please contact our Customer Service team on 1300 72 88 22 between 8am and 7pm Monday to Friday, 9am to 4pm Saturday and 10am to 3pm Sunday.