Travel Alert: Coronavirus

Important information for travellers

Issued: 31 January 2020

Chinese authorities have identified an outbreak of a new type of Novel coronavirus (2019-nCoV), (“Coronavirus”) originating in Wuhan City in Hubei Province. Coronavirus has tragically resulted in the loss of life.

On 30 January 2020, the World Health Organisation (WHO) declared Coronavirus a public health emergency of international concern.

Due to the outbreak of Coronavirus, The Department of Foreign Affairs (DFAT) via the Smartraveller website now advises ‘do not travel’ to China overall. Chinese authorities have restricted travel for parts of the country and may extend these restrictions at short notice. Travellers may be quarantined due to their health condition or their previous location.

We would like to advise all travellers to exercise a high degree of caution, closely watch local media and emergency services and Department of Foreign Affairs and Trade (DFAT) smartraveller website. If you have travelled to an affected area and have developed symptoms of respiratory illness, seek medical attention urgently.

If you are currently travelling

It is always our priority to assist our customers where possible and within our ability to do so.

  • Please consider your safety first and follow advice from local authorities.
  • If you have been affected as a result of this event and require medical assistance, please contact our Emergency Assistance team on +61 7 3305 7057 (we accept reverse charges through the international operator).
  • If your travel arrangements have been affected by this event, we firstly recommend contacting your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty-free options to amend travel arrangements
  • If your pre-booked travel arrangements have been affected and you have a travel insurance policy that provides coverage for delays or cancellation of travel arrangements, you may be able to claim for additional travel, accommodation and meal expenses. Please ensure you keep all receipts and proof of purchases to submit with your claim.
  • Please refer to your Product Disclosure Statement for the terms, conditions, limits and exclusions that apply.
  • If you have any queries about your policy benefits please contact our Information Hotline on +61 7 3305 7057
  • Keep up to date on advice from travel providers by visiting their websites directly.
  • Please make yourself aware of the advice issued by DFAT via its website smartraveller.gov.au. Always monitor the media and other sources about possible new security risks.

If you have not yet departed

  • If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the event and you have a travel insurance policy that provides coverage for delays or cancellation of travel arrangements, you may be able to make a claim for cancellation or re-arrangement of your journey (whichever is the lesser). Please refer to your Product Disclosure Statement for the terms, conditions, limits and exclusions that apply.
  • We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details.
  • If you have any queries about your policy benefits please contact our Information Hotline on +61 7 3305 7057

Policy coverage: If you entered into a policy for travel after 6:00pm AEST, 31 January 2020

If you entered into a policy after 6:00pm AEST, 31 January 2020, we would expect that this was done with an awareness of this event and that it could affect travel. For these policies, claims that arise due to this event (for example, flight delays or cancellations) may not be covered or have reduced cover.

Policy coverage and benefits vary based on individual circumstances. We encourage travellers to read their travel insurance Product Disclosure to understand what they are covered for and any limits and exclusions that apply.

We will assess all claims in accordance with your Product Disclosure Statement (PDS) and Certificate of Insurance.

Contact us

  • If you have any general queries, please contact our Information Hotline and Emergency Assistance team on +61 7 3305 7057 (we accept reverse charges through the international operator).