COVID-19 Support Information

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.

For Policies purchased through a bank or financial institution  Call 1800 132 223

Policies purchased through an insurance broker Call your broker

Important Updates

We’re here to help

Our first priority is the safety and personal wellbeing 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 disruption 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.

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FAQs

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Brokers information available on the Broker HUB 

Product Updates

Business Insurance

The Insurance Council of Australia ran an industry test case examining a variety of policy terms in business interruption policies. The Federal Court of Australia delivered a judgement on 8th October 2021. 

It is expected that aspects of the judgment will be appealed to the Full Court of the Federal Court of Australia.  The Court has indicated that the appeal will be heard in the second week of November 2021.

This means we may not have clarity on the impact on customers’ claims until court proceedings are finalised.

Most Vero policies reference the Biosecurity Act, so the pandemic exclusion clause will apply to claims made under these policies, irrespective of the Federal Court judgement.  

For the small number of claims with Quarantine Act reference, we will consider the impact on claims once the court process is complete. 

Each customer’s claim is different, and the outcome of each claim will depend upon the customer’s policy and the type of business they run. This includes any exclusions or limitations on cover.

This case has no bearing on any policies or claims with an exclusion that references the correct Act the Biosecurity Act. Customers should claim if they believe they have a claim. We will assess each claim in accordance with the policy terms and the circumstances of their claim.

Customers should claim if they believe they have a claim. We will assess each claim in accordance with the policy terms and the circumstances of their claim.

This case has no bearing on any policies or claims with an exclusion that references the correct Act the Biosecurity Act.

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 8 8113 4090 (we accept reverse charges through the international operator).


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.

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 issued by AAI Limited ABN 48 005 297 807 trading as Vero Insurance. Any advice has been prepared without taking into account your particular objectives, financial situation or needs, so you should consider whether it is appropriate for you before acting on it. Please read the relevant Product Disclosure Statement before you make any decision regarding this product. The Target Market Determination is also available.