Coronavirus (COVID-19) – what you need to know

The spread of COVID-19 coronavirus throughout the world has raised a number of questions, particularly in relation to international travel. To help our members stay informed, we’ve produced the following list of frequently asked questions (FAQs), to help you understand how the current situation relates to your travel insurance.

All coverage is assessed on the standard terms and conditions of your policy, which is located in the Product Disclosure Statement (PDF, 913KB). The definition provided under the section titled ‘What is a Medical Condition’ may be of particular relevance in these circumstances.

The World Health Organisation (WHO) has also provided comprehensive FAQ’s which can be found here - https://www.who.int/news-room/q-a-detail/q-a-coronaviruses

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  • Coronavirus (COVID-19) - Travel Insurance FAQs

    I am currently travelling overseas

    1. What coverage do I have for COVID-19 coronavirus under my RAA travel insurance policy?

    i. For customers whose policies were issued before 20 January 2020 at 7am (AEST) for travel to any country; or
    ii. For customers whose policies were issued after 20 January 2020 at 7am (AEST) and before 31 January 2020 at 7am (AEST) for travel to any country (excluding China); or
    iii. For customers whose polices were issued after 31 January 2020 after 7am (AEST) for travel to all other countries. 

    Overseas Medical

    If you contract COVID-19 coronavirus while overseas, and as a result are hospitalised or are held in quarantine overseas, you may be covered for overseas medical expenses and associated expenses under Section 2 of the policy, provided you had not entered into in a ‘Do Not Travel’ region at the time. If you are then deemed unfit to travel there may be limited cover relating to rescheduling your trip.

    Please contact the emergency assistance team on +61 2 8055 1698 for assistance, available 24 hours a day, 7 days a week. 

    All coverage is assessed on the standard terms and conditions of your policy. The definition provided under the section titled ‘What is a Medical Condition’ may be of particular relevance in these circumstances.

    Other sections of the policy

    i. For customers whose policies were issued before 20 January 2020 at 7am (AEST) for travel to any country; or 
    ii. For customers whose policies were issued after 20 January 2020 at 7am (AEST) and before 31 January 2020 at 7am (AEST) for travel to any country (excluding China).

    If the Department of Foreign Affairs and Trade (DFAT) issues a ´Do Not Travel’ while you are overseas that affects your travel plans there may be cover under Section 1 for rescheduling your trip. There may also be cover under Section 1 if another country restricts your entry whilst you are on your Trip.

    Under section 4 Emergency Expenses, there may be cover for the sudden death illness of your close Relative in Australia or overseas Travelling Companion, due to COVID-19 coronavirus.

    All coverage is assessed on the standard terms and conditions of your policy. The definition provided under the section titled ‘What is a Medical Condition’ may be of particular relevance in these circumstances.   

    iii. For customers whose polices were issued after 31 January 2020 after 7am (AEST) for travel to all other countries.

    The policy you purchased does not include cover for the COVID-19 coronavirus under the terms and conditions of the policy as described in the Product Disclosure Statement (PDF, 913KBmade available to you prior to policy purchase. COVID-19 coronavirus was a known circumstance when you bought your policy. 

    Any claims relating to government restrictions including Do Not Travel are also not covered.

    2. What coverage do I have under my RAA travel insurance policy for events that are not related to COVID-19 coronavirus

    Any policy purchased, regardless of when the purchase date was, may have coverage for other events under all sections of the policy. Please refer to the Product Disclosure Statement (PDF, 913KBfor the standard terms, conditions, limits and exclusions. Some examples include: your passport is stolen in Canada, an earthquake in Greece, or your luggage delayed in Indonesia for 20 hours.

    I have not started my trip

    Cover for Section 1 Cancellation and Lost Deposits and Section 10 Financial Default starts on the day your policy is issued. Cover for all other benefits commences on the day your trip begins. 

    3. What coverage do I have for COVID-19 coronavirus under my RAA travel insurance policy?

    i. For customers whose policies were issued before 20 January 2020 at 7am (AEST) for travel to any country; or
    ii. For customers whose policies were issued after 20 January 2020 at 7am (AEST) and before 31 January 2020 at 7am (AEST) for travel to any country (excluding China). 

    Medical in Australia

    There is no medical coverage within Australia under any section of the policy. This means if you contract COVID-19 coronavirus: medical, ambulance or hospital expenses will not be covered.

    Cancellation

    The policy you purchased includes cover for the COVID-19 coronavirus under the terms, conditions, limits and exclusion of the policy as described in the Product Disclosure Statement (PDF, 913KBmade available to you prior to policy purchase. You may need to either cancel or reschedule/defer your trip. The most common examples  include:

    • You contracted COVID-19 coronavirus before your trip began; or
    • The country you are travelling to now has imposed quarantine periods once you arrive; or
    • The country you are travelling to has closed its borders; or
    • The Australian government has upgraded the travel warning on smartraveller to 'Do Not Travel' for the country you are travelling to; or 
    • The cruise provider has cancelled upcoming sailings; or
    • The airline provider has re-routed your flight.

    In the first instance please contact your travel provider/s to discuss any actual or proposed changes to travel plans for trips booked up until 30 September 2020. Your travel provider can provide you with more information about your options for adjusting your travel itinerary or obtaining refunds or credits. 

    There is no cover for a change of plans resulting from you changing your mind or due to the fear of contracting COVID-19 coronavirus.

    iii. For customers whose polices were issued after 31 January 2020 after 7am (AEST) for travel to all other countries.

    Medical in Australia

    There is no medical coverage within Australia under any section of the policy. This means if you contract COVID-19 coronavirus: medical, ambulance or hospital expenses will not be covered. 

    Other sections of the policy

    The policy you purchased does not include cover for the COVID-19 coronavirus under the terms and conditions of the policy as described in the Product Disclosure Statement (PDF, 913KBmade available to you prior to policy purchase. COVID-19 coronavirus was a known circumstance when you bought your policy. 
    Any claims relating to government restrictions including Do Not Travel or quarantine periods are also not covered.

    4. Is cover available if the Australian government says not to travel to a destination?

    i. For customers whose policies were issued before 20 January 2020 at 7am (AEST) for travel to any country; or
    ii. For customers whose policies were issued after 20 January 2020 at 7am (AEST) and before 31 January 2020 at 7am (AEST) for travel to any country (excluding China)

    If the Department of Foreign Affairs and Trade (DFAT) issues a ´Do Not Travel’ while you are overseas or before you depart that affects your travel plans, there may be cover under Section 1 for rescheduling your trip. There may also be cover under Section 1 if another country restricts your entry whilst you are on your Trip.

    iii. For customers whose polices were issued after 31 January 2020 after 7am (AEST) for travel to all other countries 

    The policy you purchased does not include cover for the COVID-19 coronavirus under the terms and conditions of the policy as described in the Product Disclosure Statement (PDF, 913KBmade available to you prior to policy purchase. COVID-19 coronavirus was a known circumstance when you bought your policy. Any claims relating to ‘Do Not Travel’ restrictions are not covered.

    General Questions

    5. I want to buy a travel insurance policy today to cover COVID-19 coronavirus. Am I covered?
    Overseas Medical

    The only cover available is for Overseas Medical under Section 2. This benefit commences on you are on your trip.

    If you contract COVID-19 coronavirus while overseas, and as a result are hospitalised or are held in quarantine due to testing, you may be covered for overseas medical expenses and associated expenses under Section 2 of the policy, provided you had not entered into in a ‘Do Not Travel’ region at the time. If you are then deemed unfit to travel there may be limited cover relating to rescheduling your trip.

    Please contact the emergency assistance team on +61 2 8055 1698 for assistance, available 24 hours a day, 7 days a week. 

    All other sections of the policy including Section 1 Cancellation

    Any policy purchased after 7 am (AEST) 31 January 2020, does not include cover for the COVID-19 coronavirus under the terms and conditions of the policy as described in the Product Disclosure Statement (PDF, 913KBmade available to you prior to policy purchase. COVID-19 coronavirus is a known circumstance that would give rise to a claim.

    General

    6. Does my policy have a General Exclusion for an Epidemic or Pandemic?

    The policies do not include a General Exclusion specifically for an epidemic, pandemic or infectious disease. 

    Our policy excludes cover for any known circumstance that would give rise to a claim. COVID-19 coronavirus was declared a global health emergency by the WHO (World Health Organisation) on the 31 January 2020. Therefore, coverage will be based on your date of purchase of your policy.

    7. Should I contact my travel provider/s? 

    Yes, we encourage all affected customers to contact their travel provider/s to discuss any actual or proposed changes to travel plans. Your travel provider can provide you with more information about your options for adjusting your travel itinerary or obtaining refunds or credits. 

    8. Where can I find other updates and information?

    Stay up to date on travel information for COVID-19 coronavirus from the Department of Foreign Affairs and Trade (DFAT) Smart Traveller website and World Health Organisation (WHO).

    9. Can I still make a claim for consideration?

    Yes, you can make a claim either online or over the phone  1300 207 365

     

    The information provided above is general in nature only, and does not take into account your objectives, financial situation or needs. You should consider the appropriateness of the advice having regards to your objectives, financial situation and needs. You should obtain the RAA Travel Insurance Combined Financial Services Guide and Product Disclosure Statement' (PDS) (PDF, 913KB) and consider it before making a decision about whether to acquire RAA Travel Insurance.

Other Travel Insurance FAQs

These FAQ's should be read in conjunction with the RAA Travel Insurance Combined Financial Services Guide and Product Disclosure Statement (PDS) (PDF 913KB). You should consider the PDS before making a decision about whether to acquire or to continue to hold this insurance.

RAA Travel Insurance is issued by Tokio Marine & Nichido Fire Insurance Co. Ltd. (Tokio Marine & Nichido) ABN 80 000 438 291, AFSL 246 548. The Royal Automobile Association of South Australia (ABN 90 020 001 807, AR 228 575) (RAA 'our', 'us' and 'we') is an Authorised Representative of Tokio Marine & Nichido. Where we provide financial services in relation to RAA Travel Insurance (such as financial advice or arranging for the issue of insurance), RAA is acting as an Authorised Representative of the issuer of the insurance, Tokio Marine & Nichido.
  • Why do I need travel insurance?

    Travel insurance gives you protection when unforeseen events occur while travelling and you incur unexpected expenses. It will cover you for things like theft, accidents, or medical problems, and is just as important as your passport. To find out more about the benefits of travel insurance, visit the Department of Foreign Affairs and Trade website www.smartraveller.gov.au

  • Who is the insurer for RAA’s travel insurance?

    RAA Travel insurance is issued by Tokio Marine & Nichido Fire Insurance Co., Ltd (Tokio Marine & Nichido) ABN 80 000 438 291, AFSL 246548. Its managing agent, Tokio Marine Management (Australasia) Pty. Ltd. ABN 69 004 488 455 (TMMA) is authorised to act on behalf of Tokio Marine & Nichido to issue its policies and handle and settle claims in relation to those policies, subject to the terms of the authority. RAA (ABN 90 020 001 807, AR 228 575) is an authorised representative of TMMA.

    As well as Travel Insurance, Tokio Marine & Nichido also work with the general insurance market through insurance brokers and provide insurance for commercial and corporate businesses in Australia. Tokio Marine & Nichido was founded in 1879 in Japan, operates in multiple countries and employees thousands of people worldwide.

  • I’ve purchased a travel insurance policy, but I made a mistake on something. How can I update it?

    Get in touch as soon as possible on 8202 4346 and we can help sort it out for you. 

  • Can I change my mind and cancel the policy?

    You have 21 days from the date of issue of the policy (shown on your Certificate of Insurance) to make sure the policy is right for you. As long as you haven’t started your trip and don’t want to claim against your policy, you can cancel. Just call or email travel@raa.com.au and we’ll sort it out for you.

  • Can I extend my policy?

    In some circumstances, you can. 

    You can extend your policy free of charge if the delay is due to a reason that you could claim under your policy, subject to our approval. This is for both our Single Trip and Multi-Trip policies.

    For other reasons you can apply to extend your International Single-Trip Policy by phoning us on 8202 4346 or send an email to travel@raa.com.au at least 5 days before your original policy was due to end. Extension of cover needs our written approval and you will need to pay any applicable extra premium. If we agree to extend cover we will issue a new Certificate of Insurance. The period of insurance on your new Certificate of Insurance cannot be longer than a combined maximum period of 12 months.

  • Are my children covered under my policy?

    Your children and your grandchildren are covered for free if they meet the following criteria:

    • they are 25 years old or younger;
    • they are financially dependent on their parents;
    •  they are not working full time;
    •  they do not require a medical assessment;
    •  they are travelling with you the whole time; and
    •  they are listed on the certificate of insurance.

    If they meet the above criteria and you choose our Ski and Winter Sports option, they’ll be covered for this as well. If you have omitted to list them, please contact us as soon as possible.

  • What policy benefits and limits apply to my children or grandchildren?

    The limit for any benefit payable for children or grandchildren is included in the insured adult's sum insured. For example, if an adult has Total Travel Care cover on a single policy and a claim is made under Section 13 Travel Delay, the maximum amount that may be paid for 1 adult and their children combined is $3,000. Please note there are other sections of the policy whereby the limits are itemised per person which includes children and grandchildren individually eg. Funeral expenses in section 2G. Please refer to the Product Disclosure Statement (PDF 913KB). for further details.

  • Do I need to list every country I’m travelling to when buying my policy?

    Yes, you should list all countries to confirm that cover is available for the countries you are travelling to. You should also check www.smartraveller.gov.au as the insurer does not provide cover for any country or region which is the subject of a “Do Not Travel“ advisory issued by DFAT prior to you purchasing your policy.

  • Which policy do I get if I’m going on a crusie?

    If you are going on cruise which stops at other countries, you will need to select International Cover and select each country where the cruise stops.

    If you are going on a cruise which is only in Australian waters or calling into ports in Australia and you still require a policy which includes medical cover whilst you are on board the ship as many on-board medical providers on cruises are not registered with Medicare (check with your cruise provider), you will need to select Australian Cruise as your destination. This will then allow the insurer to give you medical and evacuation cover whilst at sea but not if you go to a medical provider whilst in port in Australia. Please refer to the Product Disclosure Statement (PDF 913KB) for further details.

    Please note the Domestic policy does not include any medical cover as the insurer is a general insurer and cannot cover medical costs in Australia. Therefore, the Domestic policy is not suitable for cruises if you require cover for on board medical treatment and evacuation.

    If you are going on a cruise, you will need to select ‘Going on a cruise’ when you apply for your policy. An extra premium is payable for cruise cover.

  • Is there a maximum trip duration for an Annual Multi-trip policy?

    You can select the maximum trip length from three options – 30, 45 or 60 days. When purchasing, you need to select the number of days that will cover any trip you might take in the 12-month period you’re covered for. The days allowed may be increased to a longer duration during the policy period, at an additional cost.

  • How many trips can I take on an Annual Multi-trip policy?

    You are covered for an unlimited number of trips over a 12 month period, provided that each trip is at least 250km from your home.

  • Does my Annual Multi-trip cover me while travelling in Australia?

    Your Annual Multi-Trip policy covers you for international trips as well as trips within Australia where the trip is more than 250km from your home. If your trip is in Australia, you are not covered for medical, hospital or dental expenses. Other exclusions may also apply. Please refer to the Product Disclosure Statement (PDF 913KB) for further information.

  • Do the limits on my Annual Multi-trip policy apply per person or per policy?

    Most of your policy benefits are per insured adult, however you should read the Product Disclosure Statement (PDF 913KB) for further information. The limits are reinstated after each trip.
  • Can people with a joint Annual Mulit-trip policy travel alone and still be covered?

    Insured adults on the policy can travel alone on a trip. Children or grandchildren who are covered under the policy must travel with an insured adult for the whole trip.

  • What is a medical assessment?

    This is an online set of medical questions (assessment) which you will need to complete if you wish to apply for travel insurance but have medical conditions which are not automatically covered under the policy. You can complete this as part of your travel insurance quote. Upon completion of this assessment we will inform you if the medical condition is covered and any additional premium payable.

  • What’s defined as a medical condition?

    Under the policies, “Medical Condition” means:

    a. any physical condition, illness, disease, or complication, reasonably known to you, for which treatment, medication, surgery or advice (including investigation) has been received or prescribed by a medical practitioner, dental or health professional in the 24 months prior to Your purchase of this policy; and/or

    b. any chronic or ongoing (whether chronic or otherwise) medical or dental condition, illness or disease medically documented prior to Your purchase of this policy; and/or

    c. any new physical condition, illness, Mental Illness, disease or assessment that becomes reasonably known to You after Your purchase of this policy and prior to Your Trip departure as shown as the Period of Insurance on Your Certificate of Insurance; and/or

    d. any change to a current physical, condition, illness, Mental Illness, disease or assessment that becomes reasonably known to You after Your purchase of this policy and prior to Your Trip departure as shown as the Period of Insurance on Your Certificate of Insurance; and/or

    e. any condition medically documented that involves/involved Your heart, brain, circulatory system/blood vessels, Your lung or respiratory conditions, any type of cancer, or any Mental Illness, reasonably known to you, for which treatment, medication, surgery or advice has ever been received or prescribed by a medical practitioner or health professional prior to Your purchase of this policy and prior to Your Trip departure as shown as the Period of Insurance on Your Certificate of Insurance.

    This definition applies to You, Your travelling companion, a relative or any other person. If you are unsure whether you have a Medical Condition, please call us for assistance.

    Capitalised terms used above are defined in the Product Disclosure Statement (PDF 913KB).

  • Am I covered if I’m pregnant?

    The policies provide limited cover for pregnancy. The following restrictions will apply for any person where a claim may arise in any way and is related to pregnancy regardless of whether it has been assessed or not. Cover is only provided for:

    • Unexpected complications before the 26th week; or
    • Childbirth before the 26th week which was accelerated by accidental injury

    The policies cover single non-complicated pregnancies automatically. For all other pregnancies a medical assessment must be completed. As with all travel insurance it is important that expectant mothers consider if they should travel, seek their doctor's advice and ensure the policy they choose provides the coverage they need.

     
  • Are any medical conditions automatically covered?

    Under the policies, the following list of Medical Conditions are automatically covered with no additional premium provided the below criteria are met —

    • They are not associated with any Medical Conditions you list as part of the medical assessment process; and
    • You have not been hospitalised (including day surgery or emergency department attendance) for that condition in the past 24 months; and
    • Specific requirements are met as outlined in the automatically covered conditions list

    Please also read the “General Exclusions” section of the Product Disclosure Statement (PDF 913KB).

    1. Acne
    2. Allergies limited to Rhinitis, Chronic Sinusitis, Eczema, Food Intolerance, Hay Fever
    3. Asthma providing You:
      1. have no other lung disease; and
      2. are less than 60 years of age at the time You purchase the policy
    4. Bell's Palsy
    5. Benign Positional Vertigo
    6. Bunions
    7. Carpal Tunnel Syndrome
    8. Cataracts
    9. Coeliac Disease
    10. Congenital Blindness
    11. Congenital Deafness
    12. Diabetes Mellitus (Type I) providing You:
      1. were diagnosed over 12 months ago; and
      2. have no eye, kidney, nerve or vascular complications; and
      3. do not suffer from a known cardiovascular disease, hypertension, or hypercholesterolemia; and
      4. are under 50 years of age at the date of policy purchase
    13. Diabetes Mellitus (Type II) providing You:
      1. were diagnosed over 12 months ago; and
      2. have no eye, kidney, nerve or vascular complications; and
      3. do not suffer from a known cardiovascular disease, hypertension, or hypercholesterolemia; and
      4. are under 50 years of age at the date of policy purchase
    14. Dry Eye Syndrome
    15. Epilepsy providing:
      1. there has been no change to Your medication regime in the past 12 months; and
      2. You are on no more than one anticonvulsant medication
    16. Gastric reflux
    17. Gastric/Peptic ulcer
    18. Glaucoma
    19. Gout
    20. Graves' Disease
    21. Hiatus Hernia
    22. Hip/Knee replacement if performed more than 12 months ago but less than 10 years ago
    23. Hypercholesterolemia (High Cholesterol) providing You do not also suffer from a known cardiovascular disease and/or Diabetes
    24. Hyperlipidemia (High Blood Lipids) providing You do not also suffer from a known cardiovascular disease and/or Diabetes
    25. Hypertension (High Blood Pressure) providing You do not also suffer from a known cardiovascular disease and/or Diabetes
    26. Hypothyroidism, including Hashimoto’s Disease
    27. Incontinence
    28. Insulin Resistance
    29. Macular Degeneration
    30. Meniere's Disease
    31. Migraine
    32. Nocturnal cramps
    33. Plantar Fasciitis
    34. Raynaud's Disease
    35. Sleep Apnoea
    36. Solar Keratosis
    37. Trigeminal Neuralgia
    38. Trigger Finger

    Please note if your condition does not meet the free conditions criteria you must complete a medical assessment to have cover. 

  • Who do I contact if I get sick or injured while travelling overseas?

    If it’s an emergency, get it touch with the insurers emergency assistance team for help by calling +61 2 8055 1698 (reverse charges accepted from the overseas operator). It’s also a good idea to register your details with the Department of Foreign Affairs and Trade on their website: www.smartraveller.gov.au

    If you’re hospitalised, you – or a member of your travelling party – must get in touch with the team as soon as possible. If you don’t, the insurer may not pay for expenses, evacuation or airfares that haven’t been approved by them.

    In the event that you’re not hospitalised, but the total cost of treatment will exceed $2,000, you need to contact the team as soon as possible. Again, the insurer might not pay for any expenses that haven’t been approved. 

    For any medical costs under $2,000, you need to keep all your medical reports and receipts. These will be used to support your claim when it’s lodged. 

    The policies only cover medical expenses while you’re overseas. The domestic policies don’t include medical cover, as the insurer is prevented from paying costs that would be covered by Medicare or private health insurers. This also extends to any gap payments.

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