Update on the coronavirus (COVID-19) pandemic


Support information for when you need it most 

With the COVID-19 virus being declared a global pandemic, Vero is committed to providing support and services to help you navigate the challenges ahead. This page will be updated regularly as we receive more information about the COVID-19 situation.

We’re here to help

Our first priority is the safety and personal wellbing of our customers, our people and the general public. We’re closely monitoring the COVID-19 situation and following the advice of the government authorities. Like many organisations, the impact of COVID-19 is causing distruption to some of our operations, including our call centres and agencies. We apologise for this. We’re working hard to adapt our services and provide customers with support they need during this difficult time.

Accessing our online services

Where possible, we encourage you to use our online services, available 24/7, including:  

  • Manage your policy via VeroEdge*
  • Make a claim
  • Visit our Broker Hub (for access to current product documents and forms).

What to do

We’re striving to bring you the latest information, resources and advice. We’ll keep this page updated if there are any critical actions you should take.

If you’re traveling overseas

Stay up to date on travel information for COVID-19 from the Department of Foreign Affairs and Trade (DFAT) Smartraveller website or speak to your travel provider about your options.

If you think you have symptoms of coronavirus

Authorities recommend you seek medical attention – please call the Coronavirus Health Information Hotline on 1800 020 080. They will advise you on what to do next.

If you’re a Vero Travel Insurance customer who’s currenly travelling overseas and feeling unwell, please contact our Emergency Assistance team on +61 7 3305 7057 (we accept reverse charges through the international operator).

If you’re experiencing financial hardship as a result of COVID-19

Please get in touch with us. We’re committed to supporting you during this difficult time.

If there’s been a delay in our response to you

Like many organisations, the impact of COVID-19 is causing a disruption to some of our operations. We apologise for this. If you’re experiencing long wait times, please try getting in touch with us online. You can also use our online services if you need to make a claim.


Frequently Asked Questions

We’re closely monitoring the COVID-19 pandemic and following the advice of government authorities and experts. We’ll be continually updating these FAQs in line with these recommendations.

Certain claims, such as delays and cancellations, may not be covered.

Coronavirus (COVID-19) travel alert and the Vero Travel Insurance policy documents  for more information on what is and isn’t covered.

It’s important to keep up to date with Government and expert advice so you know what you can do to look after yourself and your family. Here are some other useful links:

Insurance is issued by AAI Limited ABN 48 005 297 807 trading as Vero Insurance. Consider the Product Disclosure Statement before making a decision about this insurance. This advice has been prepared without taking into account your particular objectives, financial situations or needs, so you should consider whether it is appropriate for you before acting on it.