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FAQs: Cover-More Travel Insurance COVID-19 Benefits

IMPORTANT: 

  • Our COVID-19 benefits do not provide cover for claims related to government border closures or lockdowns.
    (For example, if the relevant Australian State or Territory government does not open the border or closes it and you can't or don't want to travel, this is not covered by our policy.) 
  • Mandated COVID-19 tests are not covered by our policy.
    (For example, tests required by the travel provider or border authorities.)
  • Cruise travel: some COVID-19 benefits do not apply to claims involving travel on a multi-night cruise.
    (For example, costs if you are diagnosed with COVID-19 on your cruise.)

For the latest information on COVID-19 and travel restrictions, please visit smartraveller.gov.au or the relevant Australian State or Territory government website.
 

Backpacker in City wearing face mask

Important information about our COVID-19 travel insurance cover

For information on our Cover-More COVID-19 benefits, please visit our COVID-19 cover page.

For answers to frequently asked questions about our Cover-More COVID-19 and cancellation coverage, read the below FAQs or call us on 1300 72 88 22 during business hours.

Skip ahead to read:

Policy refund FAQs

At Cover-More, we do have refund options available for those customers who are unable to travel due to the Australian Government's pandemic travel bans.

View our Refunds FAQs.

FAQs about our Cover-More travel insurance coronavirus benefits

The below information refers to the COVID-19 benefits included in our policies purchased from December 2020 onwards.

We recommend you check your PDS/Supplementary PDS for the COVID-19 extended benefits available on your policy.

Important: Please read your Policy Wording carefully to understand how your policy operates or contact our Customer Service Team on 1300 72 88 22 if you have any general questions. It is important to note that we cannot confirm coverage over the phone, and you will need to submit a claim for consideration by our Claims Team.

Pre-trip questions

The below questions are related to how our Cover-More COVID-19 coverage applies before your trip, including our cancellation or amendment benefit.

If you’re diagnosed with COVID-19 by a medical practitioner at home and cannot travel, you may be able to claim non-refundable cancellation costs.

What is covered?

You can claim your cancellation or amendment costs for your prepaid trip subject to the cancellation benefit limit on your plan or the amount you chose.

Your trip can be to anywhere in the world. Pre-booked cruises included too.

Cover conditions:

  • Subject to medical certification.
  • There is no cover if symptoms or diagnosis occurred prior to buying your policy.

If you have been ordered to quarantine by a public health authority because they deemed you had close contact with someone diagnosed with COVID-19 and can no longer travel, you may be able to claim non-refundable cancellation costs.

What is covered?

You can claim your cancellation or amendment costs for your prepaid trip subject to the cancellation benefit limit on your plan or the amount you chose.

Your trip can be to anywhere in the world. Pre-booked cruises included too.

Cover conditions:

  • Subject to medical certification.
  • There is no cover if the health order occurred prior to buying your policy.

No. Cancelling a trip is always disappointing. If you booked your trip to a destination deemed safe to travel by the Australian Government and purchased our Cover-More travel insurance, but prior to travelling that destination is now under a ‘Do not travel’ warning on smartraveller.gov.au, you may need to cancel your trip due to the risks of travel.

What is covered?

There is no cancellation cover when cancelling your trip due to COVID-19 related travel warnings, regardless of the warning level.

Cover conditions:

General Exclusion: We will not pay for:

  • claims arising from any government intervention, prohibition, regulation or restriction or court order.
  • claims directly or indirectly arising from or caused by COVID-19.

If you are an essential healthcare worker and your leave is revoked due to COVID-19, yes, you can claim the non-refundable costs on your policy.

Your trip can be to anywhere in the world. Pre-booked cruises included too.

Cover conditions:

  • Essential healthcare workers include a pharmacist, nurse, doctor, paramedic, or other health care professional.

Yes, if you are denied boarding due to a positive COVID-19 test, you and your travelling companion can claim the non-refundable, prepaid cancellation costs provided that a public health authority directed you and you did not have knowledge or awareness of your positive test result at the time of your policy purchase.

Cover conditions:

  • Subject to medical certification.

No. If you are in lockdown (for example, if your Local Government Area, building or State or Territory are under lockdown orders) and you cannot travel, there is no cover for cancellation or amendment costs.

Pre-trip or on-trip questions

The below travel insurance questions relate to our Cover-More coronavirus coverage and how it applies to different scenarios that may occur before or on your trip.

Yes, but only if that person lives in Australia or New Zealand. Cover is available in the instance you need to return home if your non-travelling relative is diagnosed with COVID-19, and their diagnosis is deemed life-threatening.

Your policy contains benefits for alternative accommodation, cancellation costs, or associated additional expenses. Your trip can be to any destination.

Cover conditions:

  • The non-travelling relative or business partner must reside in Australia or New Zealand.
  • The policy was purchased prior to your non-travelling relative being diagnosed with COVID-19.

If a new outbreak of COVID-19 or ‘pandemic hotspot’ has been declared and government restrictions are put in place that now prevent you from travelling to the intended destination(s), unfortunately your claim would not be covered by our Cover-More travel insurance plans – even if there were no government travel restrictions for your destination when you booked your trip.

Unfortunately, travel restrictions or border closures imposed by a government due to pandemic are not covered by our plans.

Cover conditions:

General Exclusion: We will not pay for:

  • claims directly or indirectly arising from or caused by COVID-19.

Yes, but only for trips in Australia and New Zealand. If the person you were planning to stay with must self-isolate due to COVID-19 exposure or diagnosis and now have nowhere to stay, you may be able to claim costs.

That means if the person you were due to stay with in another international destination is diagnosed with COVID-19, the policy doesn’t cover your costs in that scenario.

Cover conditions:

  • Cover for holiday activities in Australia and New Zealand only.

Yes, but only for trips in Australia and New Zealand. If the person you were planning to stay with must self-isolate due to COVID-19 exposure or diagnosis and now have nowhere to stay, you may be able to claim costs.

That means if the person you were due to stay with in another international destination is diagnosed with COVID-19, the policy doesn’t cover your costs in that scenario.

What is covered?

If you are travelling in Australia or to New Zealand, we will pay up to $150 per night for additional accommodation expenses that you incur for alternative accommodation so you can amend your trip.

Cover conditions:

  • You must be travelling in Australia or to New Zealand.

On-trip questions

The below queries relate to our Cover-More coronavirus coverage and the benefits we provided while you’re travelling.

If you fall ill with COVID-19 on your journey and need to extend your stay, you may be able to claim the cost of additional accommodation and transport.

What is covered?

Non-cruise travel: Yes. Cover available for Additional accommodation and Additional transport expenses including the cost for you to ‘stay put’.

Cruise travel: There is no cover for this event if your COVID-19 diagnosis is related directly or indirectly to travel on board the cruise.

Cover conditions:

  • Cover applies for this event if the country or part of the country you travelled to was not subject to “Do not travel” advice on the smartraveller.gov.au website at the time you entered the country or part of the country.
  • For trips in Australia or New Zealand the Smartraveller “Do not travel” condition here will be waived.
  • Subject to medical certification.

Yes, cover is available if you’re diagnosed with COVID-19 by a medical practitioner and require medical treatment overseas.

What is covered?

Non-cruise travel: Yes, cover is available.

Cruise travel: There is no cover for this event if your COVID-19 is related directly or indirectly to travel on board the cruise.

Cover conditions:

  • Cover applies for this event if the country or part of the country you travelled to was not subject to “Do not travel” advice on the smartraveller.gov.au website at the time you entered the country or part of the country.
  • For trips in Australia or New Zealand the smartraveller “Do not travel” condition here will be waived.
  • Subject to medical certification.

No. If your trip is disrupted due to government restrictions imposed in the arriving country on travellers from countries you have visited en route or departed from, you would not be covered for the costs to change your trip.

What is covered?

There is no cover.

Cover conditions:

General Exclusion: We will not pay for:

  • claims directly or indirectly arising from or caused by COVID-19.

Yes, if you catch COVID-19 on your trip overseas, you can claim medical and quarantine costs while having to stay put in your destination.

What is covered?

Non-cruise travel: Yes, cover is available.

Cover conditions:

  • There is cover for this event if the country or part of the country You travelled to was not subject to “Do not travel” advice on the smartraveller.gov.au website at the time You entered the country or part of the country.
  • Cruise travel: There is no cover for this event if your COVID-19 diagnosis is related directly or indirectly to travel on board the cruise.
  • For trips in Australia or New Zealand the Smartraveller “Do not travel” condition here will be waived.
  • There is no cover for medical costs in Australia.

Yes, if you fall ill with COVID-19 overseas and need to be repatriated, those costs would be covered under the policy.

What is covered?

Non-cruise travel: Yes, cover is available.

Cruise travel: There is no cover for this event if your COVID-19 is related directly or indirectly to travel on board the cruise.

Cover conditions:

  • There is cover for this event if the country or part of the country You travelled to was NOT subject to “Do not travel” advice on the smartraveller.gov.au website at the time You entered the country or part of the country.
  • For trips in Australia or New Zealand the Smartraveller “Do not travel” condition here will be waived.
  • Subject to medical certification.

If you are travelling in Australia or to New Zealand, yes.

What is covered?

You can claim quarantine costs if you have been individually contacted by the local public health authority in Australia or New Zealand and directed to enter quarantine insitu due to close contact with a person diagnosed with COVID-19.

Cover conditions:

  • You must be travelling in Australia or to New Zealand.

Destination-based questions

The questions listed below talk about our Cover-More coronavirus coverage and how it applies to specific destinations.

Where are you travelling?

Australia: No, there is no medical coverage in Australia on the travel insurance policy.

New Zealand: Yes, cover is provided.

Other destinations: Yes, cover is provided but your destination must not be subject to “Do not travel” advice on the Smartraveller website at the time you enter the country or part of the country.

Are you cruising?

If your trip includes a multi-night cruise and COVID-19 is related directly or indirectly to travel on board the cruise: No, cover is not provided.

Where are you travelling?

Australia: Yes, cover is provided.

New Zealand: Yes, cover is provided.

Other destinations: Yes, cover is provided but your destination must not be subject to “Do not travel” advice on the Smartraveller website at the time you enter the country or part of the country.

Are you cruising?

If your trip includes a multi-night cruise and COVID-19 is related directly or indirectly to travel on board the cruise: No, cover is not provided.

Where are you travelling?

Australia: Yes, cover is provided.

New Zealand: Yes, cover is provided.

Other destinations: Yes, cover is provided but your destination must not be subject to “Do not travel” advice on the Smartraveller website at the time you enter the country or part of the country.

Are you cruising?

If your trip includes a multi-night cruise and COVID-19 is related directly or indirectly to travel on board the cruise: No, cover is not provided.

Where are you travelling?

Australia: Yes, cover is provided.

New Zealand: Yes, cover is provided.

Other destinations: No, cover is not provided.

Are you cruising?

If your trip includes a multi-night cruise and COVID-19 is related directly or indirectly to travel on board the cruise: No, cover is not provided.

Where are you travelling?

Australia: Yes, cover is provided.

New Zealand: Yes, cover is provided.

Other destinations: Yes, cover is provided.

Are you cruising?

If your trip includes a multi-night cruise: Yes, cover is provided.

Where are you travelling?

Australia: Yes, cover is provided.

New Zealand: Yes, cover is provided.

Other destinations: Yes, cover is provided.

Are you cruising?

If your trip includes a multi-night cruise: Yes, cover is provided.

Where are you travelling?

Australia: Yes, cover is provided.

New Zealand: Yes, cover is provided.

Other destinations: Yes, cover is provided.

Are you cruising?

If your trip includes a multi-night cruise: Yes, cover is provided.

Where are you travelling?

Australia: Yes, cover is provided.

New Zealand: Yes, cover is provided.

Other destinations: No, cover is not provided.

Are you cruising?

If your trip includes a multi-night cruise and COVID-19 is related directly or indirectly to travel on board the cruise: No, cover is not provided.

Where are you travelling?

Australia: Yes, cover is provided.

New Zealand: Yes, cover is provided.

Other destinations: Yes, cover is provided.

Are you cruising?

If your trip includes a multi-night cruise and COVID-19 is related directly or indirectly to travel on board the cruise: Yes, cover is provided.

Where are you travelling?

Australia: Yes, cover is provided, but up to $150 per night for alternative accommodation. Check your plan for the maximum overall limit.

New Zealand: Yes, cover is provided, but up to $150 per night for alternative accommodation. Check your plan for the maximum overall limit.

Other destinations: No, cover is not provided.

Where are you travelling?

Australia: Yes, cover is provided.

New Zealand: Yes, cover is provided.

Other destinations: No, cover is not provided.

Are you cruising?

If your trip includes a multi-night cruise and COVID-19 is related directly or indirectly to travel on board the cruise: There is no cover if your cruise is affected by COVID-19 however, there is cover, for example, if your flight is affected.

Where are you travelling?

Australia: Yes, cover is provided.

New Zealand: Yes, cover is provided.

Other destinations: No, cover is not provided.

Are you cruising?

If your trip includes a multi-night cruise and COVID-19 is related directly or indirectly to travel on board the cruise: There is no cover if your cruise is affected by COVID-19 however, there is cover, for example, if your flight is affected.

Where are you travelling?

Australia: Yes, cover is provided.

New Zealand: Yes, cover is provided.

Other destinations: No, cover is not provided.

Are you cruising?

If your trip includes a multi-night cruise and COVID-19 is related directly or indirectly to travel on board the cruise: There is no cover if your cruise is affected by COVID-19 however, there is cover, for example, if your flight is affected.

Where are you travelling?

Australia: Yes, cover is provided.

New Zealand: Yes, cover is provided.

Other destinations: No, cover is not provided.

Are you cruising?

If your trip includes a multi-night cruise and COVID-19 is related directly or indirectly to travel on board the cruise: There is no cover if your cruise is affected by COVID-19 however, there is cover, for example, if your flight is affected.

Where are you travelling?

Australia: Yes, cover is provided if you are diagnosed with COVID-19 by a qualified medical practitioner during the Period of Insurance, but your destination must not be subject to “Do not travel” advice on the Smartraveller website at the time you enter the country or part of the country.

New Zealand: No, cover is not provided.

Other destinations: No, cover is not provided.

Are you cruising?

If your trip includes a multi-night cruise and COVID-19 is related directly or indirectly to travel on board the cruise: No, cover is not provided.

General questions about Cover-More's coronavirus coverage

If your policy was issued before 9 December 2020, no.

If your policy was purchased on or after 9 December 2020, check your plan and the benefits apply for single and annual multi-trip policies.

Cover conditions:

  • Refer to the PDS(and/or SPDS).

No cover is provided to cancel your holiday under our Cover-More cancellation policy if your trip is impacted by changing quarantine restrictions, such as mandatory self-isolating or being required to enter a quarantine facility for a period of time. Cover isn’t provided even if there were no government restrictions in place at the time you bought your travel insurance policy.

What is covered?

If your trip is impacted by quarantine restrictions at any time and you don’t want to travel, no cover is provided.

Cover conditions:

General Exclusion: We will not pay for:

  • any costs or expenses incurred if a government or public health authority mandatory quarantine or isolation order is imposed on You related to cross area, border, region or territory travel. This exclusion only applies to COVID-19 and applies regardless of You being diagnosed with COVID-19 or being directed by a local public health authority into a period of quarantine because they have classified You as having close contact with a person diagnosed with COVID-19.

If your travel provider or airline goes into administration due to the pandemic, you may be able to claim for refunds under your travel insurance policy.

What is covered?

Check your PDS to see if your policy has the Travel Service Provider Insolvency benefit.

COVID-19 and travel insurance FAQs for Cover-More policies purchased before 9 December 2020

Updated: 21 August 2020

These FAQs about coronavirus (COVID-19) will be regularly updated to reflect our latest understanding about the virus and its impact.

We will continue to monitor the Australian Government travel advice issued on the Smartraveller website.

The information shared on this page is relevant to customers who've purchased a Cover-More travel insurance policy directly from us, via our travel agent partners, NRMA, or CBA Travel Insurance. If you have Cover-More travel insurance via your credit or debit card, this event is excluded and there is no cover.


There is no cover under the ‘Additional Expenses’ or ‘Amendment or Cancellation Costs’ sections of the policy because of the impact of coronavirus.

Yes, if you genuinely cannot return home before your policy expires, the policy will extend until you are physically able to travel home by the quickest and most direct route. The period of insurance will not be extended for any other reason.

However, if you decide to stay overseas longer period than planned and wish to extend your travel insurance policy, you will need to contact the issuing agent to request an extension and pay any required additional premium.

Our policies do not cover any claims related to COVID-19.

There is no cover for cancellation because you are worried about coronavirus.

Coronavirus may not affect your travel plans and here are four ways you can prepare for an upcoming trip.

  • Check government websites for up-to-date travel advice about your destination.
  • Talk to your doctor, especially if you’re travelling with a child, are pregnant, or have a weak immune system.
  • Consult with your travel agent and transport provider for advice about potential service disruptions.
  • Stay healthy by eating immune-boosting foods and avoid becoming run down.

For more, please visit our expert tips here.

Our policies do not cover an event which is known to you at the time of purchase. There is no cover for any claim related to COVID-19 if your policy has a Relevant Time on or after the 21st March 2020.

If you purchased your policy before 21st March 2020, ‘Overseas Medical Expenses’ and ‘Additional Expenses If You Become Sick’ may be covered by our policy.

It is a condition of the policy that you must take all reasonable steps to prevent or minimise a claim.

We expect the public, to be aware of the widespread news coverage regarding coronavirus, and to keep themselves updated with the Australian Government travel advice.

Claims will be assessed in accordance with your policy taking into account the circumstances of your claim, when you purchased your policy, where you are travelling to and the dates of your trip.

People with underlying health issues are more at risk for severe infection of coronavirus. Customers with pre-existing medical conditions need to complete a health assessment with us to ensure that they are fully covered for their pre-existing medical conditions. See the Travel and Health section of the PDS for information.

If you have travel insurance via a credit card or debit card, there is no cover for any claim relating to an epidemic or a pandemic.

There is no cover if you’re quarantined overseas as a precaution and do not have any illness.

However, if you are a Cover-More customer, our 24-hour assistance team can support you with non-financial assistance such as assisting with changes to travel arrangements including flights, accommodation and ground transfers.

We also encourage you to contact your own airline or accommodation or tour operator to check what they can provide under these circumstances.

No. There is no cover for travel delay or missed connection because of the impact of coronavirus epidemic.

Travel insurance is essentially a community sharing risk. And as a travel insurance provider we have to manage that risk and price it while keeping travel insurance premiums affordable for the majority of Australians.

There is no cover for cancellation because of the impact of coronavirus epidemic.

No, there is no cover for cancellation because of the impact of coronavirus epidemic.

Once you are back in Australia there is no cover under the policy. This means there is no cover for any medical expenses, out of pocket expenses, loss of income etc.

We have announced a suspension of our Cover-More Cancel For Any Reason (CFAR) cover in Australia and New Zealand in the wake of the rapidly changing and escalating global impact of the coronavirus (COVID-19) outbreak. Suspension of CFAR sales will be effective by midnight Friday 13 March 2020 in Australia and New Zealand.

We have not taken this decision lightly.

The suspension of sales of the CFAR product will enable us to work through the product’s unique risk profile and immediate sustainability with Zurich, our parent company and underwriter in Australia and New Zealand.

Cover-More is very proud of our CFAR product which we have pioneered in Australia and NZ since April 2018. And we absolutely want it to build into a long-term sustainable feature of our travel insurance offer in the Australian and NZ travel markets.

We are in unchartered waters and unprecedented times for the travel industry with the global impact of the coronavirus (COVID-19) outbreak which we know you will understand.

Cover-More will continue to do everything we can to support our travel agents and Australian and New Zealand travellers.

If you have already purchased our CFAR cover then nothing changes for you. The product benefits and terms and conditions are unchanged.

 

Want us to protect your trip during the COVID-19 pandemic?

Find out how we can help keep you travelling safely today.

 
 
 

The information on this page relates to the Direct Cover-More travel insurance product effective 29 September 2021.