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Council of Australia (ICA) has run a test case to determine if certain pandemic exclusion clauses that reference the repealed Quarantine Act hold for business interruption policies. The majority of Vero policies reference the current legislation, the Biosecurity Act, so this case has no bearing on those policies.

For those policies that refer to the Quarantine Act, the NSW Court of Appeal has ruled that certain pandemic exclusions referencing the Quarantine Act are invalid. The judgement means that insurers may not be able to rely on these exclusions in the assessment of business interruption claims if they fall within the scope of the judgment.

The NSW Court of Appeal judgement remains open for parties to appeal until 16 December 2020. The ICA is considering whether there are grounds for an appeal to be lodged, and the findings may still be amended by the High Court.

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 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.