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.
The answer to this depends on whether you chose to take natural disaster cover, and whether that cover was purchased at a time when Mt Agung was not being excluded. The exclusion dates were: between the 20th of September 8.20pm and the 31st of October 3.20pm and from the 22nd of November at 7.30am onwards. All times are Australian Eastern Standard Time.
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.
Unfortunately, once you have left Australia, you cannot amend your policy in this way.
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.
Yes, you are covered for any medical-related injury or illness, in accordance with our policies.
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.
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.
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.
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.
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.
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.