Coronavirus FAQs: Your Travel Insurance Questions Answered

For more information, we’ve answered the top questions about coronavirus (COVID-19) and the impact on World Nomads travel insurance cover.

Coronavirus (COVID-19) FAQs: Your travel insurance questions answered:

Coronavirus (COVID-19) and travel - Need to know before you buy

There is NO COVER available for travel to any country or part of it with a COVID-19 travel ban, and any events that arise when you travel against any Australian government travel bans or Do No Travel warnings.

Ready to hit the road? Before you buy, check the Australian government travel warnings and make sure you understand the impact coronavirus (COVID-19) and the associated travel warnings may have on travel insurance coverage.

Please read our FAQs below or our latest travel alerts, to read more. When getting a quote, review the policy wording for cover terms, conditions, limits and exclusions.

Before you buy travel insurance

If you purchased your policy before 5:00 pm AEDT 23 January 2020 for trips to/from China or 6.00am AEDT 31 January 2020 for other destinations, and have contracted coronavirus (COVID-19) before you leave Australia, you may be covered for cancelling or rearranging your trip, if your doctor declares that you’re unfit to travel.

If you bought a policy after 5:00 pm AEDT 23 January 2020 for trips to/from China or 6.00am AEDT 31 January 2020 for other destinations, there is no cover for any cancellation or trip rearrangement arising from the outbreak, now that coronavirus (COVID-19) is a known event. After these dates, this virus is a well-known and publicised event and any disruption to your itinerary caused by coronavirus (COVID-19) is not considered sudden, unforeseen, unavoidable or outside of your control, which is an important condition of coverage under the Australian resident policy.

If you have to cancel your trip, contact your providers, and see if you are able to obtain a refund for your arrangements before you make a claim on your policy.

Along with other terms, the policy includes an exclusion for a change of mind, disinclination or reluctance to travel and costs associated with pre-existing medical conditions, so please read your policy carefully.

Published 14 March 2020

Now that you’re aware of coronavirus (COVID-19), unfortunately, you will not be covered for claims resulting from coronavirus (COVID-19), regardless of whether the need to change arises from a government restriction or transport provider.

Unfortunately, we can no longer cover any claims arising from any event related to coronavirus for travel to and/or from China for policies purchased after 5:00pm AEDT on 23 January 2020 or from all other destinations for policies purchased after 6.00am AEDT on Friday, 31 January 2020.

Cover is available for other expenses and events not related to coronavirus (COVID-19), subject to the terms, conditions, limitations and exclusions of the policy. The policy wording contains full details.

Published 14 March 2020

It depends on when you purchased your policy, and when/where you catch it.

If you have not yet purchased a policy or purchased a policy or purchased a policy after 5:00 pm AEDT 23 January 2020 for trips to/from China, or 6.00am AEDT 31 January 2020 for other destinations, there is no coverage for Australian residents for Trip Cancellations related to COVID-19.

If you bought a policy before 5:00 pm AEDT 23 January 2020 for trips to/from China, or 6.00am AEDT 31 January 2020 for other destinations, if you catch coronavirus (COVID-19) while overseas and your doctor confirms you are medically unfit to travel, you may be covered for emergency medical expenses and related cancellation expenses, provided you were not in a Do Not Travel region at the time and bought your policy before any symptoms appeared, the cut-off dates were publicised or you received treatment. If you bought your policy when you were already travelling, a 72 hour waiting period applies to your policy.

Remember that any impact related to you being quarantined as a precaution (as opposed to actually being diagnosed) may not be covered, as the policy does have a General Exclusion regarding prohibition by or regulation of or intervention of any government.

However, if you travel to a declared Do Not Travel region anyway and contract the virus, you may not be covered. As soon as possible, contact any airlines or other organisation you have pre-booked with, and discuss refunds or rearrangement.

If you bought a policy before 5:00 pm AEDT 23 January 2020 for trips to/from China, or 6.00am AEDT 31 January 2020 for other destinations, and before you leave Australia:

If you’re unfortunate enough to be told by your doctor that you have contracted coronavirus (COVID-19) before you even leave on your trip while at home in Australia, there may be cover when cancelling your pre-booked, non-refundable arrangements, assuming you’re confirmed as unfit to travel by a registered medical practitioner, and as long as you purchased the policy before the publicised cut off date.

This benefit is not impacted by the imposed cut-off dates when it was first publicised that coronavirus (COVID-19) was a contagious disease or possible epidemic, as contracting the virus while in Australia would be considered as sudden, unforeseen, unavoidable and outside your control, unless you are failing to take appropriate precautions (e.g. sustained contact with individuals known to be diagnosed with COVID-19)

Important information

If you have to cancel your trip, contact the providers that you have booked through, and see if you are able to obtain a refund for your arrangements before you make a claim on your policy.

If you were experiencing any symptoms at all prior to purchase, then the COVID-19 would be considered a pre-existing medical condition, and the relevant exclusion would apply.

Along with other terms, the policy includes an exclusion for a change of mind, disinclination or reluctance to travel, so please read your policy carefully for full details.

Published 14 March 2020

If you’re are continuing your journey, make sure you are able to enter your intended destination as there may be additional entry requirements. This may also apply to any countries you are required to transit through, so please ensure you check all destinations or transit locations. Check whether your intended destination has any quarantine or self-isolation requirements and if all services are available. Find out if you are you still able to access your accommodation and buy food.

As advised in our prior travel alerts, we will not provide you with cover for any loss or event related to the coronavirus (COVID-19), all Do Not Travel bans or government restrictions or recommendations. Loss related to these events ceased to be covered from the date they became known events. Please consider your PDS or policy wording for full details of what events are insured under your travel insurance policy before you choose to continue your journey or choose to travel as this decision may also affect or limit cover for insured events.

Published 27 March 2020

Unfortunately there’s no coverage for any emergency medical expenses, cancellations or other travel expenses impacted by coronavirus (COVID-19). The policy is not designed to cover expenses which are directly or indirectly caused by known epidemics under the control of public authorities.

As always, there is still cover for other specific events unrelated to coronavirus (COVID-19) subject to the terms, conditions, limitations and exclusions of the policy.

Published 14 March 2020

If you are currently travelling

Emergency overseas medical expenses

If you bought a policy before 5pm AEDT 23 January 2020 for trips to/from China or 6am AEDT 31 January 2020 for other destinations, and you catch coronavirus (COVID-19) while overseas, you may be covered for emergency medical expenses, provided you:

  • were not in a Do Not Travel region at the time; and
  • bought your policy before any symptoms appeared or you received treatment; and
  • purchased your policy before it was first publicised that coronavirus (COVID-19) was a contagious disease or possible epidemic.

However, if you bought a policy after 5pm AEDT 23 January 2020 for trips to/from China, or 6am AEDT 31 January 2020 for other destinations, and contract the virus while travelling, you are not covered for medical expenses.

Trip cancellation & interruption expenses

If you bought a policy before 5pm AEDT 23 January 2020 for trips to/from China or 6am AEDT 31 January 2020 for other destinations, and if you contract coronavirus (COVID-19) and you’re considered medically unfit to travel and you have no option but to cancel or defer your trip, there may be cover to do so as long as you were following all locally advised precautions, restrictions and laws, and were not in a region classified under a government Do Not Travel warning.

You may also be covered if coronavirus (COVID-19) causes you to cancel or interrupt your trip due to:

  • The sudden death or sudden illness of your close relative requiring hospitalisation;
  • The sudden death, sudden illness or serious injury of a member of your travelling party;
  • Your business partner or a person in the same job as you and you're required to end your trip early to return to work; or
  • The Australian Government or other official authority has issued a Do Not Travel warning to a specific region or country and that warning was first given after you purchased the policy and after you booked the arrangements.

However, if you bought a policy after 5pm AEDT 23 January 2020 for trips to/from China, or 6am AEDT 31 January 2020 for other destinations, there is no cover for any cancellation or trip rearrangement arising from the outbreak now that coronavirus (COVID-19) is a known event. After these dates, this virus is a well-known and publicised event and any disruption to your itinerary caused by coronavirus (COVID-19) is not considered sudden, unforeseen, unavoidable or outside of your control, which is an important condition of coverage under the Australian resident policy.

If there isn’t a Do Not Travel government warning, and you make the decision to change or cancel your trip, this may be considered a simple change of mind, which is a General Exclusion on many World Nomads plans. This is why you should first talk to your travel provider to see if they will change or refund your trip.

Other benefits

The coronavirus (COVID-19) outbreak should not impact other benefits under your policy, however the general exclusions, and cover cut off, do apply to all sections of the policy wording.

Important information

Most importantly, you must follow official government warnings and stay informed with Smartraveller in Australia. Particularly for people with underlying health conditions, they should be mindful of advice given by the Department of Health as well.

As always, cover is subject to the terms, conditions, limitations and exclusions of the policy. For example, all Australian resident policies include exclusions for pre-existing medical conditions, change of mind, disinclination or reluctance to travel and others, so please read your policy carefully.

Published 14 March 2020

Your risk of catching coronavirus (COVID-19) can be minimised by following the advice of local health authorities and your government health advisory. The World Health Organization also regularly updates its advice on how to protect yourself.

If you begin to feel unwell, you can make contact with our Emergency Assistance team, who are available 24/7. They can help direct you to appropriate care.

Also, travel insurance is designed to cover other unexpected illnesses that are unrelated to coronavirus (COVID-19) and accidents while travelling overseas, plus other benefits depending on the policy you buy. Your policy has full details, so please read it carefully.

Published 14 March 2020

If you’re not eligible for an extension we may not be able to extend your policy, please contact us to discuss your options.

Published 27 March 2020

If you’re on your trip and your destination has been declared a Do Not Travel area, then you need to decide whether to continue to that destination or not. A Do Not Travel warning is issued following very careful consideration by the respective government, and travelling against such warnings will affect any cover that may be available under your policy. 

If you decide to cancel and return home you should:

  1. Speak to your airline or travel operator to see if they can help rearrange your flights. Airlines are working to help many of their travellers get home or where they need to be, as flights are cancelled and travel bans imposed. 
  2. Many governments including Australia, New Zealand, UK and Ireland have placed Do Not Travel warnings on many, and in some cases all destinations and we expect to see more in the coming weeks. We recommend you check your government’s travel advisory website. In addition, there may be Do Not Travel warnings to certain regions.  While there are many bans and restrictions being imposed between countries, most are allowing their own citizens to come home, although you may be subject to quarantine measures when you arrive home.
  3. If you’re trying to travel to another destination, check that there are no bans in place before you make any travel bookings.
  4. This is a rapidly changing situation and governments may change their travel advice and warnings at a moment’s notice. Make sure you stay informed about what is happening and follow local authorities’ advice and directions.

Can I claim my additional expenses?

Whether or not your additional expenses are covered under your policy depends on the plan you purchased, when you bought your policy or extended it, and when you made your bookings. As advised in our prior travel alerts we will not provide you with cover for any loss or event related to the coronavirus (COVID-19), all Do Not Travel bans or government restrictions or recommendations. Loss related to these events ceased to be covered from the date they became known events. Please consider your PDS or policy wording for full details of what events are insured under your travel insurance policy before you choose to stay where you are as this decision may also affect or limit cover for insured events to the extent your loss is exacerbated by them. You can continue to submit a claim as per the terms and conditions of your policy. We recommend you keep your receipts to support any claim you make, and try to minimise your expenses as much as possible. 

Please note, as there’s a lot of concern over coronavirus (COVID-19), we are experiencing high volumes of inquiries, so if you have any claims-related questions it’s best to contact us and we’ll get back to you as soon as we can.

If it’s urgent please contact us

If you decide to go anyway:

Many of our policies have General Exclusions around travel to destinations with government warnings. You’ll need to check your policy and your home country’s government travel warnings (or the warning of the government department noted in your policy, if different to your home country) to better understand how these may affect you and your travel insurance cover in these regions.

If your policy has an exclusion for travel to a country or region where the government has issued a Do Not Travel warning, and you choose to travel there, no cover is available in any event under any section of your policy.

Published 27 March 2020

Remember at this time, the health care systems of all countries are being inundated and services may be limited or have additional access requirements. If you are needing to access treatment or medical services, we recommended calling ahead to the provider to understand any requirements or contacting nib Assist for direction to the most appropriate facility in your destination.

Published 27 March 2020

If your plans have changed

Many people are unsure whether they should continue their holiday plans or cancel and return home. We can’t advise what’s best for you, but we do suggest you stay informed about what is happening in regards to coronavirus (COVID-19) in your local region and where you’re planning to travel to.

If you haven’t already, it’s a good idea to:

  1. Speak to your airline or travel operator to confirm your travel arrangements have not been disrupted.
  2. Check your government’s travel advisory website and that there are no warnings, bans or quarantine requirements in place for where you’re planning to travel to. Be aware these are updated regularly and changing very quickly at the moment, so check back daily to stay abreast of any changes.
  3. Make sure you stay informed about what is happening by watching and listening to local and international media, and follow local authorities’ advice and directions.

As advised in our prior travel alerts we will not provide you with cover for any loss or event related to the coronavirus (COVID-19), all Do Not Travel bans or government restrictions or recommendations. Loss related to these events ceased to be covered from the date they became known events. Please consider your PDS or policy wording for full details of what events are insured under your travel insurance policy before you choose to stay where you are as this decision may also affect or limit cover for insured events to the extent your loss is exacerbated by them.

I’m experiencing a medical emergency and need help.

If you’re experiencing a medical emergency and need medical help, contact our 24/7 Emergency Assistance team who can help direct you to or help you obtain medical help, and if medically necessary they can work with local authorities to repatriate you home, subject to the terms and conditions of your policy.

Published 27 March 2020

Follow the local advice and check the Smartraveller website. In some cases, contacting the nearest Australian embassy or DFAT may be required, especially if there are likely to be quarantine restrictions placed on you when you return.

Contact your airline as well – they may be making special arrangements to return travellers to their home destination. Alternately, depending on their country of origin, they may be cancelling flights, in which case you need to know ASAP so you can make alternate arrangements.

Importantly, before you buy new flights or incur the expense to change your existing flights, check the terms, conditions, limitations and exclusions of your policy and read our recent articles on coronavirus (COVID-19).

Published 14 March 2020

If you are a member with World Nomads, you can extend your policy start date via your membership and get instant confirmation. If you’re not a member, you can contact us and we will help you change the dates. There are limits on how far in advance you can move your policy – our service team can advise or check your policy for more information.

Please be aware we are experiencing high volumes of calls so there may be longer than usual wait times.

Published 27 March 2020

First and foremost, seek treatment. If you’re not sure where to go, contact our Emergency Assistance team, who can direct you to appropriate care. They’re available 24/7 and can give you all the advice you need about how to get from wherever you are to a decent hospital.

If you have purchased your policy after the relevant cut off-time, cover will not be available for claims arising from coronavirus (COVID-19). Cover for any expenses may be impacted, so please read the other FAQs carefully to understand this, which is based on when you purchased your policy.

Remember to follow the World Health Organization (WHO) advice regarding health. Reduce your contact with other people as much as possible, wear a mask to prevent spreading the infection and wash your hands thoroughly and regularly.  

Published 14 March 2020

If you’re on your trip and your holiday or tour has been cancelled, and you need to get home, there are a number of things you can do:

  1. Speak to your agent, airline, cruise line or tour operator to see if they can help rearrange your tickets. Many operators are offering refunds, and vouchers, without charging fees, to help travellers get home or where they need to be, as flights are cancelled and travel bans are imposed. 
  2. Many governments, including Australia, New Zealand, UK and Ireland, have placed Do Not Travel warnings on many, and in some cases, all destinations and we expect to see more in the coming weeks. We recommend you check your government’s travel advisory website.  In addition, there may be Do Not Travel warnings to certain regions. While there are many bans and restrictions being imposed between countries, most are allowing their own citizens to come home, although you may be subject to quarantine measures when you do arrive home.
  3. This is a rapidly changing situation and governments may change their travel advice and bans at a moment’s notice. Make sure you stay informed about what is happening and follow the advice of local authorities.

Can I claim my additional expenses?
Whether or not your additional expenses are covered under your policy depends on the plan you purchased, when you bought your policy or extended it, and when you made your bookings. As advised in our prior travel alerts we will not provide you with cover for any loss or event related to the coronavirus (COVID-19), all Do Not Travel bans or government restrictions or recommendations. Loss related to these events ceased to be covered from the date they became known events. Please consider your PDS or policy wording for full details of what events are insured under your travel insurance policy as this will depend on the plan you’ve purchased, when you bought your policy,  and your individual circumstances.

You can continue to submit a claim as per the terms and conditions of your policy. We recommend you keep your receipts to support any claim you make, and try to minimise your expenses as much as possible. As there’s a lot of concern over coronavirus (COVID-19) we are experiencing high volumes of inquiries, so if you have any claims-related questions it’s best to contact us, and we’ll get back to you as soon as we can.

How can you help?
Our 24/7 Emergency Assistance team members are available to help get you in touch with local authorities, direct you to embassies and keep you updated on the situation.  We have a number of Frequently Asked Questions (FAQs) about how coronavirus (COVID-19) may impact your travel plans.

Updated 04 April 2020

Some governments have imposed quarantines in relation to coronavirus (COVID-19) which may affect some travellers’ plans. As advised in our prior travel alerts we will not provide you with cover for any loss or event related to the coronavirus (COVID-19), all Do Not Travel bans or government restrictions or recommendations. Loss related to these events ceased to be covered from the date they became known events. Please consider your PDS or policy wording for full details of what events are insured under your travel insurance policy as this will depend on the plan you’ve purchased, when you bought your policy, whether you’re ill or not and your individual circumstances.

What do I do if I’m quarantined?

  1. If quarantined, follow the direction of the local authorities and contact us as soon as possible for assistance. If you become ill while quarantined, seek medical assistance and contact our 24/7 Emergency Assistance Team when possible.
  2. You should speak to your airline or travel operator to see if they can help rearrange your flights. Airlines are working to help many of their travellers get home or where they need to be, as flights are cancelled and travel bans imposed.

Can I claim any additional expenses I incur because I’m quarantined?

As advised in our prior travel alerts, we will not provide you with cover for any loss or event related to the coronavirus (COVID-19), all Do Not Travel bans or government restrictions or recommendations. Loss related to these events ceased to be covered from the date they became known events. Please consider your PDS or policy wording for full details of what events are insured under your travel insurance policy as this will depend on the plan you’ve purchased, when you bought your policy, and your individual circumstances.

Published 27 March 2020

Register your travel with the appropriate authority, (eg. Smartraveller) or contact your country’s consulate to update them on where you are and if you need assistance. It may be able to provide advice on closed borders and any quarantine laws that may apply.

Published 27 March 2020

Contact your airline 72 hours before your flight. Check if it has any special requirements you will need to meet prior to travel. Some airlines may require a medical clearance or confirmation that you are a resident or citizen of the county you are intending to enter or transit through.

Published 27 March 2020

If you need to access a health care provider for any illness or injury, you may be required to undergo a coronavirus (COVID-19) test. These tests may be expensive and if you are asymptomatic (you don’t have any symptoms), it may be difficult to obtain a test. The nib Assist team will be able to direct you to an appropriate provider in your area.

Published 27 March 2020

If you want to cancel or change your policy

If you are a member, you can change your policy start date through your membership to a date in the future and get instant confirmation. If you’re not a member, you can contact us and we will help you change the dates. There are limits on how far from your original purchase date you can move your policy start date.

Please be aware we are experiencing high volumes of calls so there may be longer than usual wait times.

Published 27 March 2020

All our policies are subject to a period within which you may cancel your policy without any penalty (the cooling-off period). Check your policy wording for details on what this period is.

How does this period work?

If you request to cancel your policy with World Nomads within this period, we will refund your premium as long as you aren’t using your policy in any way. This means that:

  • the departure date hasn’t started;
  • you have not yet left home or started your trip (and if you purchase your policy while already overseas, to start the same day, we consider that you have started your trip);
  • you will not make any claim; and
  • you will not exercise any right under the policy.

How do I cancel my policy during this period?

If you are eligible to cancel your policy during this period, you can cancel it by:

Outside of this period, if you’re not sure what you want to do, as time is of the essence, please contact us and we can help further explain the options available to you.

Published 14 March 2020

If you’ve had to delay your travel until a later date, you can change your policy dates to match, ensuring you’ll still have travel insurance coverage for your travel for non COVID-19 or Do Not Travel related claims under the normal terms and conditions of your policy.

If you’ve cancelled your holiday plans

All our policies are subject to a period within which you may cancel your policy without any penalty (known as the cooling-off period). Check your policy wording for details on what this period is.

How does this period work?
If you request to cancel your policy with World Nomads within this period, we will refund your premium as long as you aren’t using your policy in any way.  This means that:

  • the departure date hasn’t started;
  • you have not yet left home or started your trip (and if you purchase your policy while already overseas, to start the same day, we consider that you have started your trip)
  • you have not and will not make any claim; and
  • you will not exercise any right/s under the policy.

How do I cancel my policy during this period?

If you are eligible to cancel your policy during this period, you can cancel it by:

  • For members – logging into your membership and cancelling online (where available)
  • For guests (and members) – contacting us.

If you’re outside of the cooling off period and want to cancel your policy

If you're unable to travel due to Coronavirus (COVID-19) and the related travel restrictions, you can request a refund using this online form, and we will ask our underwriting team to review your request. We have received a high volume of enquires, so we will be in touch as soon as possible with the outcome of this review.

Published 27 March 2020

Unfortunately, travel insurance isn’t designed to cover everything. It is intended to cover unexpected things that may happen to you which are unrelated to coronavirus (COVID-19). You may be in an accident or your gear is stolen, so your policy isn’t invalidated just because we’re unable to provide cover for this outbreak.

If you’re concerned about coronavirus (COVID-19), it’s best to speak to your travel provider to see what they can do to help you.  In many cases, they are offering refunds, credits or reticketing. We’ve also collated some easy steps to follow if your trip is impacted by COVID-19

Concerned about catching coronavirus (COVID-19)?

If you’re currently overseas, the best thing you can do is follow local advice. The World Health Organization (WHO) advises to regularly washing your hands with soap and water and avoid contact with people who may have come into contact with the virus. If you have visited one of the areas where the outbreak has occurred, you should also follow any quarantine measures suggested by local authorities or the WHO to protect your local community.

If you have an underlying respiratory condition (asthma, emphysema, etc.) or are immune compromised, you should probably try to self-isolate as much as practically possible. Note that this information should not be considered medical advice – nor should Dr Google! Stay up to date with local health advisory warnings, and reputable sources such as WHO, Smartraveller and the Australian Department of Health.

Need more help?

If overseas, you can also consider making contact with the Department of Foreign Affairs and Trade (DFAT). While they rarely offer financial assistance, they may be able to provide helpful advice regarding your individual situation.

Published 14 March 2020

This does not change the terms of your policy and you can still extend if you meet the eligibility criteria. Please note your cover may be affected if you alter your policy. As advised in our prior travel alerts we will not provide you with cover for any loss or event related to the coronavirus (COVID-19), all Do Not Travel bans or government restrictions or recommendations. Loss related to these events ceased to be covered from the date they became known events. Please consider your PDS or policy wording to understand the impact before you alter your policy. If you’re not eligible for an extension and wish to continue travelling, be aware you may not be able to purchase any more cover with us.

Published 27 March 2020

If you want to make a claim

At World Nomads we’re working hard to help travelers who have been affected by the coronavirus (COVID-19) and associated Do Not Travel warnings and travel bans from many government agencies around the world.

We understand you may have already made a claim with us but don’t understand why it’s been declined.

While we’re very busy, please be assured we’re continuing to take the time to assess each claim on its individual circumstances. Your policy can only ever cover those events outlined in your policy that happen after you purchase (and after any applicable waiting period), and while your policy is active.

How do I know why my claim was denied?

If and when your claim is declined, we’ll always explain why this is the case.

You will receive an email or a letter explaining the decision – sometimes it’s a document attached to an email, so always double check if you don’t see it right away. That communication should clearly outline the reason for the decision and will refer to the policy wording to explain why and will provide the details of our complaints process.

If you have any questions about the decision, or believe something has been overlooked, please don’t hesitate to contact your Claims Officer and ask.

Our FAQs on the claims process may also help answer any of your questions relating to coronavirus (COVID-19).

What are the reasons my coronavirus (COVID-19) claim may be denied?

Existing or pre-existing medical conditions:

Trying to make a claim related to coronavirus (COVID-19) can be quite a confusing topic as it is an unprecedented issue affecting so many people. The exact definition of what is an existing medical condition is provided in the Product Disclosure Statement (PDS) or policy wording, but understanding how it applies to your individual situation is often difficult. The simplest way to think about it is based on what you knew at the time of the policy. In current times, especially with coronavirus (COVID-19), if you had symptoms and you were aware that something was wrong, that’s a good indication your condition is an ‘existing’ condition. Likewise, some other medical conditions never go away – like heart disease – and while they may be well-controlled by medication, they are still ‘existing’ at the time you bought the policy.

We strongly recommend that you read the policy and any emails from your Claims Officer. If you’d like clarification, you can always give your Claims Officer a call and ask for a clearer explanation.

After Cut Off Period:

On 31 January, we recognised the coronavirus (COVID-19) outbreak was becoming a global issue and would have a significant impact on people’s upcoming travel. Due to weeks of media reports about the coronavirus (COVID-19) as well as the WHO’s declaration of a Public Health Emergency of International Concern, we made a decision to restrict cover on our policies – in other words, you could buy a policy and be provided cover for the usual benefits (injuries and illnesses overseas, stolen luggage, etc.) so long as the claim wasn’t related to coronavirus. On that date, we placed clear notices on our website stating the restriction on cover.

General Exclusions:

Some policies have a specific exclusion, which means that claims relating to coronavirus (COVID-19) will not be covered.

If your policy has this exclusion, and it is the reason your claim is denined the letter provided to you will confirm this, and let you know where in the policy you can locate this information if you wish to refer to the Product Disclosure Statement.

Outside Scope of Policy:

Our policies only cover specific events, and what you’re claiming for may not be one of those events. This may particularly be the case for people who are overseas.

While we do try to provide a range of cover across a variety of circumstances, we can’t cover every possible scenario, and in some cases the policy simply wasn’t designed to cover the event. These are truly unprecedented times, and each situation is unique.

If your claim has been declined for this reason, we recommend you read the letter provided closely, as it should explain in some detail as to why the circumstances of your claim don’t fit within the policy coverage. Because each of these is likely to be quite individual, please don’t hesitate to make contact with your Claims Officer if you’d like clarification on the outcome.

I still don’t agree with your assessment – what can I do now?

If you are not satisfied with the assessment of your claim or any aspect of your relationship with us, you can find out more about our complaints process at the bottom of your outcome letter, our website, or your Product Disclosure Statement. Follow this link for more details.

Published 16 April 2020

At World Nomads, our travellers come first, especially in such challenging times as now with coronavirus (COVID-19) and the associated government travel warnings and bans affecting so many people. If something goes wrong while traveling, you can lodge a claim and we’ll review and assess your claim in accordance with your policy, taking into account your unique circumstances. And if we do deny your claim you can find out more about why and other options.

Can I make a claim for anything?

It’s possible to submit a claim for any set of circumstances, including issues arising from coronavirus (COVID-19), but your claim will be assessed based on the coverage available to you in your policy. Your policy can only ever offer cover for those events outlined in your policy that happen after you purchase (and after any applicable waiting period), and while your policy is active.

Claims can be lodged against any of the benefit types listed in your policy as relevant to the circumstances – these may include:

  • Overseas medical;
  • Overseas dental;
  • Baggage;
  • Medical repatriation;
  • Cancellation; and
  • If the worst has happened and a relative has died, you may be able to lodge a claim for the cost of returning their remains or their funeral overseas.

Our policies offer cover for specific events, and certain types of expenses. Exactly what’s covered depends on your country of residence, which plan you purchased, and what is outlined in your policy terms, conditions, limitations and exclusions. You may also have an excess (AKA ‘deductible’) applied to your claim.

As with all insurance, there are also policy limits and exclusions that may apply. It’s always worth reading the policy to get a better understanding of exactly what you’re covered for.

How much can I claim?

Please remember that different sections of your policy will have different limits. As a good guide, near the beginning of your policy wording, you can find a table that shows all the limits under the relevant sections. Limits are different depending on the plan you have chosen, so be sure to read your policy carefully. Luggage claims may also have limits on both individual item amounts and overall totals, and your items may be depreciated (i.e. covered for their market value) rather than the original purchase price.

We are here to help you get a better understanding on policy limits and on how much you can claim. As always, if you’re unsure of something please contact us and take the time to read your policy to understand the terms, condition, limitations and exclusions.

Published 16 April 2020

We get that at times you might not have access to internet or you’ll be in a location where Wifi is just not that reliable. If you find yourself in this situation, please follow the following instructions:

Step 1: Get your paperwork together

To settle your claim, World Nomads is going to need certain documents and evidence from your travels as well as the event that caused your claim.

Step 2: Download and complete a claim form

In order for us to process your claim as quickly as possible it's important that you complete all the relevant sections of this form with as much detail as you can. If you don’t have access to a computer, you can email us at [email protected] and we can send a claim form to you.

Step 3: Send us your claim

Please check through your form thoroughly and then send your completed claim form together with original supporting documents and keep a copy for your records.

  • The fastest way to submit a claim is by email.
  • Scan or photograph all pages of your claim form.
  • Scan or photograph all supporting documents.
  • Attach your claim form, photographs and supporting documents (max file size 10Mb) to an email with your policy number as the subject.

Email the claim to [email protected].

Alternatively, mail your documents to:

nib Travel Services
World Nomads Claims
PO Box A975
Sydney NSW 1235
Australia

Soon after you've lodged your claim, we'll email you a confirmation with a reference number, so you can keep track of your claim's progress.

Due to the coronavirus (COVID-19) we are currently seeing a much higher than usual volume of claims coming through to us. As a team, we are working to review all claims within 10 business days, however there are some instances recently where there have been some delays due to coronavirus (COVID-19). We want to thank you in advance for your patience.

5 tips to better claims

  1. You can complete this PDF electronically by typing into the fields. If you complete by hand, please write clearly.
  2. Make sure you sign the claims form.
  3. Make sure you send us all of your supporting documents.
  4. If in doubt, tell us more not less.
  5. If posting your claim, take copies of everything and send it recorded delivery.
Published 16 April 2020

If you are having trouble signing off your documents then there is a possibility that you can supply us with an electronic signature.

However, be aware that an electronic signature will only be accepted where our verification of ID requirements are met. You will be required to provide three points of ID when submitting the form.

Alternatively, if you have access to a printer/scanner then you can download the documents, print them, and either scan and email back or mail your documents to: [email protected].

Soon after you've lodged your claim, we'll email you a confirmation with a reference number, so you can keep track of your claim's progress.

Due to the coronavirus (COVID-19) we are currently seeing a much higher than usual volume of claims coming through to us. As a team, we are working to review all claims within 10 business days, however there are some instances recently where there have been some delays due to coronavirus (COVID-19) . We want to thank you in advance for your patience.

Published 16 April 2020

We are here to help when you don’t have access to a computer or no internet and you need to urgently make a claim.

Simply contact our claims services team as we will need to have the call recorded. A team member can call you back and read the declaration out over the phone and obtain your verbal consent and the appropriate verification process.

Published 16 April 2020

If you can download the form but can’t sign it, you can contact our claims services team as we will need to have the call recorded. A team member can call you back and read the declaration out over the phone and obtain your verbal consent and the appropriate verification process.

Published 16 April 2020

If you are having trouble submitting a claim, then there are a number of things we can help you with. Firstly, thanks for your patience, especially in these testing times as we handle a large number of claims related to coronavirus (COVID-19).

If you're having trouble submitting a claim online, it may be due to a couple of known reasons. Each one can be solved by following the steps below:

1. Your policy isn't showing in your existing membership

If you purchased your policy as a guest (or with a different email address) and you have already set up a membership, the policy won't show up in your membership. Simply email or contact our claims services team, advise us of your policy number and they'll be able to merge your policy into your membership.

2. You don't have a membership

You will need to set up a membership to submit a claim online. If you don't have a membership, you can create one here.

3. You're having issues sending documents online

If you have already started your claim and you're having trouble submitting your documents through our website. Try contacting our claims services team as we will need to have the call recorded. A team member can call you back and read the declaration out over the phone and obtain your verbal consent and appropriately verify your identity.

4. The website is just not working!

Sometimes our website just doesn't want to play ball. If you’ve tried over a short period of time using a new browser or device and it still doesn't work, then please contact our claims services team as we will need to have the call recorded. During the phone call a team member a team member can read the declaration out over the phone and obtain your verbal consent as well as appropriately verify your identity.

If the team is busy they will call you back and get you to read the declaration out over the phone and obtain your verbal consent on a recorded line.

Due to the coronavirus (COVID-19) we are currently seeing a much higher than usual volume of claims coming through to us. As a team, we are working to review all claims within 10 business days, however there are some instances recently where there have been some delays due to COVID-19. We want to thank you in advance for your patience.

Published 16 April 2020

Once you've started your claim and entered your expenses, you will have received an email from World Nomads noting what documents you need to submit with your claim.

Once you have gathered together all your documents, you need to log back in to your membership page and upload or mail them. Options to send us your documents include:

Where you already have existing digital copies

In many cases such as e-tickets you may already have electronic copies (eg. PDF files) that are likely to be stored in your email somewhere. This is a head start! Find them and save them to a convenient location for when you are ready to upload.

Where you only have paper copies

Where you’ve only got paper copies such as paper receipts or hospital reports you have two choices:

By far the easiest way to do this is to get out your smartphone if you have one and use the camera to take photographs of them and then email them to yourself directly from the camera so you have them ready to upload.

Another easy way to do this is to make your claim online from an iPad and then use the camera of the iPad to take photographs of the paper documents and upload them from it.

The last option is to find a scanner to scan your paper documents. Many if not most printers today have a scanner built in that allows you to email the scanned file.

Please remember:

  • Photograph each page separately.
  • Photographs for scans must be no larger than 5Mb each.
  • Check the quality of the image and make sure we can read them.

We accept the following file formats:

  • JPG (JPEG)
  • PDF
  • Doc or Docx (Word)
  • .TXT (Text)

Soon after you've lodged your claim, we'll email you a confirmation with a reference number, so you can keep track of your claim's progress.

Due to the coronavirus (COVID-19) we are currently seeing a much higher than usual volume of claims coming through to us. As a team, we are working to review all claims within 10 business days, however there are some instances recently where there have been some delays due to coronavirus (COVID-19) . We want to thank you in advance for your patience.

Published 16 April 2020

We understand you might be stuck overseas due to coronavirus (COVID-19) travel bans or local governments imposing strict quarantines to travellers. This will mean you may be away for extended periods of time, so our claims system allows you to submit claims and liaise with our claims people while you are still travelling.

You can log in to your membership page to start the process and follow the prompts to submit your claim.

Alternatively, please email us or give us a call on:

As always, if you’re unsure of something please contact us and take the time to read your policy to understand the terms, condition, limitations and exclusions.

Published 16 April 2020

Related Articles

View more

Can't find the answer you are looking for?

Contact us

Our contact details

We’re here to help if you have a question about travel insurance. We’re available:

  • Monday to Friday 9:00am - 6:00pm (AEST/ADST)
  • Saturday to Sunday closed (AEST/ADST)

Contact us

Phone

Within Australia:
1300 787 375

From anywhere in the world:
+61 2 8256 1542