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    Important information regarding: Indonesian volcanic activity - Mount Agung

    This advice applies to customers who are concerned by the raised alert for Mount Agung volcano following an increase in volcanic activity.  This is an ongoing event since the 18th of September 2017.

    This information is current as at 11am 29th June 2018 and we recommend you regularly check for updates through news agencies and your travel provider.


    Several flights were cancelled or rescheduled on Thursday the 28th of June 2018 when a volcano erupted on the Indonesian holiday island of Bali, sending a column of ash and smoke at least 2 km into the air, officials have advised.  More flight may be affected as the activity continues.

    For all policies issued before 4pm 18th September 2017

    If you have been affected by this event there may be provision for you to claim for benefits provided by your travel insurance policy. Claims will be assessed in accordance with your Policy Wording and may vary depending on the type of policy you purchased.

    If you have already departed

    • If your transport is directly affected because of the Mt Agung volcanic activity there is cover (up to the nominated policy sub limits) for reasonable Additional transport and accommodation expenses.
    • There is no cover if your existing travel plans are not directly affected by volcanic activity.
    • There is no cover available for any portions of your Journey that have been utilised.

    If you have not yet departed

    • If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the Mt Agung volcanic ash cloud you may be able to claim for cancellation or amendment of your journey. Please note that the costs to rearrange Your trip must not exceed the costs you would have incurred had you cancelled Your trip outright.
    • You must take all reasonable steps to mitigate your out of pocket expenses and we encourage you to speak with your travel agent or transport provider as soon as possible to minimise your out of pocket expenses.   

    For all policies issued after 4pm 18th September 2017

    • There is no cover for claims arising as a result of Mount Agung, Indonesia as this is no longer deemed an unforeseen event.
    • If you decide to change your travel plans, we encourage you to speak with your travel agent or transport provider as soon as possible to minimise your out of pocket expenses.

    Claims can be submitted through our online claims portal: 

    Important general advice

    This information must be read in conjunction with the Policy Wording as certain terms, conditions, limits and exclusions apply. These terms, conditions, limits and exclusions are detailed in the Policy Wording and in particular we draw your attention to ‘The Benefits’ and ‘General Exclusions’ sections of the Policy Wording.

    Contact us

    If you are overseas and require travel or medical assistance, please contact our 24 hour Emergency Assistance team on +61 (2) 8907 5240.

    If you have any further enquiries please contact our Customer Service team on 0800 500 225 8.30am to 5.30pm Monday to Friday and 10am to 2pm on Saturday.