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COVID-19: FAQs for Our Customers and Travellers

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, when the government closed the International borders.

Refund FAQs

Cover-More does 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 COVID-19-related benefits for policies purchased from 9 December 2020 onwards

Please also see our COVID-19 Benefits Destination Guide.

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 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

What am I covered for if I am diagnosed with COVID-19 by a medical practitioner at home and cannot travel. Can I claim my non-refundable cancellation costs?

What is covered?

Yes, you can claim your cancellation or amendment costs for your prepaid trip subject to the cancellation benefit limit on your policy.

Cover conditions:

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

What happens if I have been ordered to quarantine by a public health authority because they deemed I had close contact with someone diagnosed with COVID-19 and can’t go on my trip? Can I claim my cancellation costs?

What is covered?

Yes, you can claim your cancellation or amendment costs for your prepaid trip subject to the cancellation benefit limit on your policy.

Cover conditions:

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

What happens if I purchase my trip and buy this travel insurance policy for travel to a country that is deemed safe to travel by the Australian Government on smartraveller.gov.au BUT THEN, before I depart, our government issues a “Do not travel” warning related to COVID-19. I cancel my trip – can I claim my cancellation costs?

What is covered?

No. There is no cover to cancel 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, including the threat or perceived threat, of COVID-19.

If I am a nurse and my leave is revoked due to COVID-19 and I can’t travel, can I claim the cancellation costs of my prepaid trip?

What is covered?

Yes, if you are an essential healthcare worker and your leave is revoked due to COVID-19 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.

I was denied boarding due to a positive COVID-19 test at the airport or port.

Am I covered for the cancellation costs?

What is covered?

Yes, 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.

Pre-trip or On-trip Questions

My relative has existing medical conditions and catches COVID-19. Would there be cover to cancel my trip or return home?

What is covered?

Cover is available for non-travelling relatives who are diagnosed with COVID-19, and whose diagnosis is deemed life-threatening.

Cover conditions:

  • YOUR trip can be to any destination however we’ll only extend cover for a non-travelling relative or business partner if they reside in Australia or New Zealand.

My relative is sick or has passed away from COVID-19 and my trip is now disrupted or cancelled. Will I be able to claim costs?

What is covered?

Yes, if your relative was residing in Australia or New Zealand.

Your policy contains benefits for alternative accommodation, cancellation costs, or associated additional expenses (whichever is lesser), if the policy was purchased prior to your relative being diagnosed with COVID-19.

YOUR trip can be to any destination.

Cover conditions:

  • The non-travelling relative or business partner must reside in Australia or New Zealand.

At the time of booking my holiday and purchasing my policy, there were no government travel restrictions in place. A new outbreak of COVID-19 or ‘pandemic hotspot’ has been declared and government restrictions are put in place that now prevent me from travelling to the intended destination(s). Am I covered?

What is covered?

No. Travel restrictions or border closured imposed by a government due to pandemic are not covered by your policy.

Cover conditions:

General Exclusion: We will not pay for:

  • claims directly or indirectly arising from or caused by COVID-19, including the threat or perceived threat, of COVID-19.

Can I claim a refund on my prepaid holiday activity if it is shut down due to an outbreak of COVID-19 on the premises?

What is covered?

Yes, but only for trips in Australia and New Zealand. You can claim the unused prepaid, non-refundable tickets if the closure is due to a COVID-19 infection being detected on the premises and the facility must close for deep cleaning.

Cover conditions:

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

The person I’m due to stay with must self- isolate due to exposure of COVID-19 and I now have nowhere to stay and wish to cancel my trip. Will I be able to claim costs?

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.
  • 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.

On-trip Questions

If I fall ill with COVID-19 on my journey and need to extend my stay, can I 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.

What happens if I am 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:

  • For trips in Australia or New Zealand the smartraveller “Do not travel” condition here will be waived.

While on my trip, I’m denied entry to a country due to government restrictions imposed in the arriving country on travellers from countries I have visited en route or from which I have departed. Am I covered for the costs to change my 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, including the threat or perceived threat, of COVID-19.

If I catch COVID-19 on my trip overseas, can I claim my medical and quarantine costs because I must stay put?

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.

If I fall ill with COVID-19 overseas and need to be repatriated would those costs 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.

Will my quarantine costs be covered if I have been directed by the local public health authority to enter quarantine because I’ve had close contact with a person diagnosed with COVID-19?

What is covered?

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

Cover conditions:

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

General Questions

Am I covered for COVID-19 benefits on my annual multi-trip policy?

What is covered?

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).

There are no government restrictions in place at the time I buy the policy to travel to my destination, but I’m required to self-isolate or enter a quarantine facility for 14 days on return from my trip. I no longer wish to travel and want to cancel my holiday. Am I covered?

What is covered?

No. If your trip is impacted by quarantine restrictions at any time, 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.

My travel provider or airline goes into administration due to the pandemic.

Can I claim for refunds under my travel insurance policy?

What is covered?

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

FAQs for 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 Cover-More’s Cancel For Any Reason (CFAR) add-on product 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 a CFAR add-on then nothing changes for you. The product benefits and terms and conditions are unchanged.