If you're currently affected by Mount Agung, then please read these FAQs - if after reading you're still unsure about your situation, please get in touch.
Am I covered for Mount Agung?
If you purchased your policy after 8:00pm (AEST) on 8th June 2018 you are not covered for claims arising from Mount Agung, even if you purchased natural disaster cover as an add on to your policy.
If you purchased your policy between 7:30pm (AEST) on 6th June 2018, and 8:00pm (AEST) on 8th June 2018 you are covered for claims arising from Mount Agung, provided that you purchased natural disaster cover as an add on to your policy.
If you purchased your policy between 8:20pm (AEST) on 20th September 2017 and 7:30pm (AEST) on 31st October 2017, or between 7:30am (AEST) on 22nd November 2017 and 7:30pm (AEST) on 6th June 2018, you are not covered for any claims arising from Mount Agung, even if you purchased natural disaster cover as an add on to your policy.
Please note:medical expenses incurred due to natural disasters are automatically covered in all international policies, without having to purchase the natural disaster cover option.
How do I know whether I have Natural Disaster cover?
On your policy documents, you can see whether you have it or not. Please note, that if you took out this cover during the exclusionary period for Bali, you will not be covered for Mt Agung’s eruption.
Can I add on the natural disaster now?
Unfortunately, once you have left Australia, you cannot amend your policy in this way.
My policy ends today, but all flights out of Bali are closed. How do I extend my cover until I fly back home again?
We can extend your policy at no extra cost to you with the coverage options you selected originally remaining in place. Please make sure you email us at firstname.lastname@example.org and let us know about your situation - please quote your policy number.
I don’t have natural disaster coverage, but am I covered for medical expenses?
Yes, you are covered for any medical-related injury or illness, in accordance with our policies.
The following applies to travellers who have purchased the appropriate natural disaster add-on before the cut-off point.
My airline has cancelled my flights, am I covered for new flights?
If your airline has cancelled flights, they are obliged to re-book you onto a new flight as soon as possible, and you need to follow their instructions. Please contact your airline as soon as you can. Keep in mind there are hundreds of travellers in this situation, so you may not be on the first flight out.
We were just informed that the airline has cancelled our flights, what do we do now?
Firstly, email the airline and ask for an estimate of when they may resume flights. Also ask whether they are offering any provision for accommodation between the delayed flight and the next one to be scheduled. If there is no provision for accommodation, then you will need to extend your existing accommodation, or book new accommodation of a reasonable equivalent value.
In between my flights being cancelled and when I get rebooked onto a new flight, are my accommodation and meal costs covered?
We can cover your accommodation, meals and travelling expenses that have resulted from you being unable to catch your original flight home under the section ‘Emergency Expenses’. However, you need to ensure that the accommodation you choose is of a reasonable standard and room rate, and the meals are not extravagant. In other words, please don’t book yourself into the Ritz and indulge in expensive meals, as this cover is provided only for reasonable emergency expenses, so be sensible when making these decisions because if you are found to be taking advantage, your claim will be denied. The total amount you are able to claim under emergency expenses is capped and determined by your level of cover. Please make sure you keep all receipts (including meals, accommodation, taxi costs etc) as without receipts, you will not be able to claim back anything.
Our airline/accommodation is only offering me a voucher, and I want a full refund, as I am unable to travel within the time frame stipulated by the provider.
If you have been offered compensation by the airline or your accommodation, you need to accept it. However, if the type of compensation offered is unreasonable, and you can demonstrate that you have made reasonable attempts to negotiate with them, after you decide to return all vouchers, we will evaluate reimbursement on a case-by-case basis; there is no guarantee that we will be able to cover this as there is no provision for this in our policies.
Our flights from Australia to Bali have been cancelled; can we claim back the costs of our holiday?
You need to make reasonable attempts to recuperate your costs from the airline as well as your pre-booked accommodation. If you are unable to recover some of your deposits, and if you have Silver or Gold cover, there is the possibility of coverage in the event of cancellation (Silver: $15k, Gold: Unlimited). Only pre-booked items can be considered.
I’m travelling to Bali in a couple of months, but I have not purchased insurance yet. Will the exclusion for natural disaster be lifted by then?
This is impossible to say as the situation can change at any moment – it can settle down within a few days and we could lift the exclusion, or it could go on for several weeks and the exclusion would remain in place. It is best to check back regularly over the coming weeks if you wish to travel with the natural disaster cover in place.