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Mt Rinjani volcanic ash cloud

Issued: 28 September 2016

This advice applies to customers who may be affected by the Mt Rinjani volcanic ash cloud currently disrupting air travel between New Zealand / Australia and Indonesia.


The following information has been taken from the NZ Herald News website at: http://www.nzherald.co.nz/travel/news/article.cfm?c_id=7&objectid=11718370

A restless Indonesian volcano on the island of Lombok has again spewed clouds of ash into the air - causing Virgin and Jetstar to cancel flights to and from Bali. Tigerair has also reviewed some flights. Bali airport, however, remains open.

Your policy contains a number of benefits, limits and exclusions that may be relevant to your travel plans. You should read the Policy Wording which outlines the extent of your travel insurance cover. Some words used in this document have a special meaning as defined in the Policy Wording.

Policy Coverage

For all customers whose policies were issued on or before 10.30am 28 September 2016.

If your travel plans have been directly affected by this matter, then:

  • If your policy contains amendment or cancellation cover, there is cover (up to the nominated policy limits) for your reasonable amendment or cancellation costs (whichever is lesser) incurred as a result of the Mt Rinjani volcanic ash cloud upon our approval. Please contact our Customer Services team to discuss.
  • There is no cover for amendment or cancellation costs if your travel arrangements are proceeding as planned.
  • There is no cover available for any portions of your Journey that have been utilised.
  • There is cover available for reasonable Additional hotel accommodation and transport expenses you incur as a result of the Mt Rinjani volcanic ash cloud.
  • In any event, you will need to submit a claim for consideration.

Remember, you must take all reasonable steps to mitigate your out of pocket expenses. We encourage you to speak with your travel agent or transport provider as soon as possible to minimise your out of pocket expenses.

Policy cover for policies issued on or after 10.30am 28 September 2016

Travel insurance provides cover for unforeseen events only.

There is no cover for costs for policies issued on or after 10.30am 28 September 2016 as the current ash cloud and its effect on air travel is no longer deemed an unforeseen event.

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 Wordings.

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 between 8.30am and 5.30pm Monday to Friday and 10am to 2pm Saturday.