Travel Alerts & Important Travel Information

Travel Alerts

  • Indonesia, Covid-19 and Travel Restrictions

    Coronavirus (COVID-19) travel restrictions in Indonesia – updated 25 June, 2020

    All foreign nationals are banned from entering or transiting via Indonesia from 2 April, with only a limited number of exceptions.

    If you meet the criteria for entry, you must present a negative COVID-19 PCR test result that is no older than 7 days. If you do not have a negative COVID-19 certificate, you will undergo a swab test and quarantine at your expense until the results are received (this could take up to 7 days). You will also need to provide a personal statement that confirms you are ready to be quarantined for 14 days if required.

    To limit the spread of coronavirus (COVID-19), there are only limited domestic flights operating from 10 June, and these are available for essential workers.

    • Bali is slowly emerging from lockdown measures with “new normal” protocols to ensure hygiene and safety standards are met
    • A Large-Scale Social Restrictions (PSBB) program is being eased in stages in Jakarta
    • Wearing a face mask in public is mandatory
    • Curfews differ between regions, and different restrictions apply. Stay up to date with the latest information.
  • SureSave and COVID -19

    COVID-19 Coronavirus Enquiries

    This is general information to help travellers understand how the SARS-CoV-2 virus and resulting disease COVID-19 may impact cover under existing SureSave travel insurance policies.

    For information about purchasing a new policy, please see our Travel Alerts page.

    This is general information only. If you have been impacted by COVID-19, and need medical assistance, please contact our Emergency Assistance team.

    If you have incurred costs and you need to submit a claim, you can find information about how to submit a claim here. All claims are assessed by our claims team on a case-by-case basis, along with all supporting documentation.

    1. Do you consider COVID-19 an epidemic or pandemic?
    2. Am I covered if my policy was purchased prior to the cut-off date?
    3. Am I covered for medical due to COVID-19?
    4. Is cover available for quarantine?
    5. Am I covered if my tour or cruise is cancelled due to SARS-CoV-2 or COVID-19?
    6. Am I covered if I no longer want to travel and cancel my travel plans?
    7. Do you consider COVID-19 an epidemic or pandemic?

    Official public advice, including from WHO, now advises that COVID-19 is considered a pandemic.

    1. Am I covered if my policy was purchased prior to the cut-off date?

    There is a General exclusion on page 72 of the policy which states that we will not cover any claim that arises from an epidemic or pandemic breaking out; this exclusion applies to all policies, including those purchased before the cut-off dates. If you have incurred costs, you are welcome to submit a claim and all supporting documentation for consideration.

    1. Am I covered for medical due to COVID-19?

    There is a General exclusion on page 72 relating to all claims arising from an epidemic or pandemic breaking out. This exclusion applies to all events, benefits and expenses, for policies purchased before and after the cut-off date.

    If you become ill while travelling, you may contact our Emergency Assistance team for support and guidance. If you have incurred costs, you are welcome to submit a claim and all supporting documentation for consideration.

    1. Is cover available for quarantine?

    If you are subject to a quarantine overseas, contact our Emergency Assistance team who will be able to offer support and guidance. If you end up being out of pocket for expenses following a quarantine, you are welcome to submit a claim and all supporting documentation for consideration; however, there is a General exclusion on page 72 relating to all claims arising from an epidemic or pandemic breaking out. This exclusion applies to all events, benefits and expenses, for policies purchased before and after the cut-off date.

    1. Am I covered if my tour or cruise is cancelled due to SARS-CoV-2 or COVID-19?

    If your tour or cruise is cancelled due to the SARS-CoV-2 virus or COVID-19, contact your travel service providers and request a refund or credit for your unused arrangements.

    If you are out of pocket following the cancellation of your cruise or tour, you can submit a claim along with all supporting documentation, and it will be assessed by our claims team. There is a General exclusion on page 72 relating to all claims arising from an epidemic or pandemic breaking out. This exclusion applies to all cancellation costs and expenses, for policies purchased before and after the cut-off date, and means we may not be able to pay a claim.

    1. Am I covered if I no longer want to travel and cancel my travel plans?

    If you decide to cancel your trip because you are concerned you may be quarantined in relation to SARS-CoV-2 or COVID-19, contact your travel service providers and request a refund or credit for your unused arrangements. If there is nothing preventing you from taking your trip, this may not be covered by the terms of the policy, as the policy offers cover only for the events listed. See ‘No event- no cover’ on page 73.

    There is also General exclusion on page 72 relating to all claims arising from an epidemic or pandemic breaking out. The General exclusions apply to all events, expenses and benefits, for policies purchased before and after the cut-off date.

    If you have incurred costs, you are welcome to submit a claim and all supporting documentation for consideration.

    SureSave Travel Insurance and COVID-19

    Do Not Travel – Level 4

    If the Australian Government Department of Foreign Affairs and Trade declare a “Do Not Travel Zone” please refer to page 66 of the PDS.  Should this be related to Epidemic Disasters and Global Danger Zones (things we will never cover) please refer to page 72. This means the general exclusion will override the ‘Do Not Travel Zone”.

    With regards to a tour cancelling due to lack of numbers/ again as a result of : Epic Disasters and global Zones – page 72 – there is no cover. Your clients are welcome at any point to put a claim through to be assessed, as like all claims it will be assessed case by case.

    At this present time you may be aware that tour operators who are cancelling tours, cruises, flights are working with the travel industry to retain business and clients. So please check with the travel provider with regards to their T&C’s are at this time.

     

  • Smart Traveller Level 4 Do Not Travel

    Smart Traveller

    COVID-19 and travel

    • Do not travel overseas at this time. If you wish to return home, do so as soon as possible.

    What we recommend

    18 March 2020:

    We now advise all Australians: do not travel overseas at this time. This is our highest advice level (level 4 of 4).

    If you are already overseas and wish to return to Australia, we recommend you do so as soon as possible by commercial means.

    Regardless of your destination, age or health, our advice is do not travel at this time.

    As more countries close their borders or introduce travel restrictions, overseas travel is becoming more complex and difficult. You may not be able to return to Australia when you had planned to. Consider whether you have access to health care and support systems if you get sick while overseas. If you decide to return to Australia, do so as soon as possible. Commercial options may become less available.

    If you are overseas and cannot, or do not want to, return to Australia, follow the advice of local authorities. Take care to minimise your risk of exposure to coronavirus including by self-isolating. If you choose to stay, note our ability to provide consular assistance in some places may be limited due to restrictions on movement and other services.

    If you decide to return to Australia, you will now be required to self-isolate for 14 days. This applies to all travellers, including Australian citizens. For details see the Australian Border Force website.

    Contact your airline, travel agent or insurance company to discuss your travel plans and options for cancelling or postponing current bookings, or to arrange commercial flights back to Australia.

    All cruise ships which have sailed from a foreign port have been banned from entering Australian ports for 30 days.

    All of the above advice has also been provided to Australian Government staff, who have been instructed to instead use video-conferencing and other communication technologies as much as possible.

    The Foreign Minister decided on 17 March to offer voluntary departures globally for all dependants of staff at our overseas posts, staff at high risk due to underlying health conditions and staff the head of mission considers non-essential for ongoing operations.

    For more information see our Coronavirus (COVID-19) – information for Australian travellers page.

    For urgent consular assistance contact:

    • +61 2 6261 3305 from overseas
    • 1300 555 135 from within Australia
    • +61 421 269 080 from SMS

    For non-urgent inquiries, email smartraveller@dfat.gov.au

  • Coronavirus Worldwide Update 4-Feb-20
  • Novel Coronavirus World Wide
  • Novel Coronavirus
  • Taal Volcano
  • Eruption of Mount Agung, Bali

    The huge ash cloud has caused Bali’s Denpasar airport to close on Monday. Picture: AFP/Sonny Tumbelaka Source:AFP

    Eruption of Mount Agung, Bali (Advice for the PDS effective 15 August 2016; as at 10am on Wednesday 22 November 2017, AEDT)

    Mount Agung, Bali, Indonesia has begun erupting smoke and ash. An official exclusion zone remains in place that in some places extends to 7.5 kilometres from the volcano. We are now issuing a cover cut-off for claims arising from this known event.

    For policies purchased up to 8:05pm (AEDT) on Tuesday 21 November 2017, cover is available for the lesser of cancellation or rearrangement costs when, as a result of the volcanic activity, you have no alternative but to cancel or rearrange your upcoming trip. Refer to Event 2.2 – Your flight, other scheduled transport or overnight tour is delayed, cancelled or rescheduled before your trip starts.

    Cover is also available for cancellation or extra trip costs when, as a result of the volcanic activity, your flight, other scheduled transport or overnight tour is delayed, rescheduled or cancelled. Refer to Event 3.2 – Your flight, other scheduled transport or tour is delayed – and it’s not the operator’s fault. Other sections of the policy wording apply; please refer to the PDS for further details.

    For policies purchased after 8:05pm (AEDT) on Tuesday 21 November 2017, cover is not available for claims arising from any volcanic activity, including any new ash cloud events, as such events are no longer unforeseen.

    This restriction of cover also applies to any travel plans made or changed after 8:05pm (AEDT) on Tuesday 21 November 2017 where you are impacted by the volcanic activity.

    We are monitoring the situation and will advise when this position changes. Refer to your providers following service interruptions; they can best assist with making alternative arrangements.

  • Jetstar Industrial Action