For information relating to policies purchased prior to 31 July 2023, please check the Policy Wording provided with your purchase. You can contact us if you need this sent to you again. For policies purchased from 31 July 2023 please see below.
Yes, cover is available if a natural catastrophe such as an earthquake, cyclone, flood, volcano, or tsunami affects your travel plans and/or injures you.
However, you need to have purchased your policy before these powerful forces of nature become a known event. So if you’ve done that, we’ll do everything we can to help you.
While the last thing we want to do is to talk about all the nasty weather that could come your way, it’s important for you to know what we define as a ‘natural catastrophe’ in our policy. The following are considered natural catastrophes: hurricane, tornado, tsunami, earthquake, volcanic eruption, storm, flood, landslide, avalanche, fire, high water or explosion.
Please be sure to read your policy carefully, as epidemics/pandemics are not considered a natural catastrophe in our policy coverage. If you’re looking for information on our Coronavirus (COVID-19) cover, check out our What’s covered for Coronavirus article which includes the terms, benefits and exclusions.
Yes. Where urgent medical assistance is required, contact our 24/7 Emergency Assistance team before incurring medical costs. You must let us know how you are going and keep in contact with our EA team until you no longer require treatment or assistance.
If you’re unlucky enough to be injured by a natural catastrophe, our Emergency Assistance team can help you get to the nearest medical centre, so you can receive the medical attention you need. If you’re so badly hurt that the Emergency Assistance team decides you need to go home, they can organise to transport you home. However, once you’re home, we’re not able to cover ongoing medical costs. You can find out further information here on how we help travellers with overseas medical treatment.
Unfortunately, there’s no cover on the Standard Plan policy for cancellation expenses if your trip is cancelled before you get to travel. However, if you’re on the Explorer Plan policy and the Travel Advice Unit of the Foreign, Commonwealth & Development Office (FCDO) or a similar body issues a warning advising against all travel or all but essential travel to the country or specific area or event to which you were booked to travel, then cover is available as long as the policy and the affected travel arrangements were bought before the event.
If you’re travelling on the Explorer Plan, and you’re caught up in a natural catastrophe, and the Foreign, Commonwealth & Development Office (FCDO) or similar body recommends evacuation from that area, you can claim for your reasonable and additional accommodation (room only) and transport (Economy Class) costs you incur.
As the policy is outside of its cooling-off period and you’ve travelled on it, you’re eligible for a refund for only that part of the premium for the unused period of insurance, provided that you are not making any claims on the policy. You are welcome to make a claim for any additional expenses you might have incurred; however, no premium refund will be provided.
Funnily, we get asked this a lot, so here’s something we prepared earlier: a step by step guide on how to claim. If you have questions about a claim, contact our Claims team.
It’s important that you contact the Emergency Assistance team as soon as you can so that they can help you out. Their details can also be found on your Certificate of Insurance.
Here are some tips that may help if you’re in a natural catastrophe:
The policy isn’t designed to cover everything, so take the time to read the terms, conditions, limitations and exclusions in the Policy Wording for full details so that there are no surprises if you need to use it. If you’re not sure if something is covered, get in touch.
We’re here to help if you have a question about travel insurance.
For policies purchased on or after 1 November 2018:
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For policies purchased before 1 November 2018:
Before your trip, check to see if there are current travel alerts for your destination – you can also view the latest government advice.