• Adventure sports, travel insurance and what’s covered by our plans
• What activities are covered?
• What’s not covered
• Questions to ask when choosing a plan

Adventure sports, travel insurance and what’s covered by our plans

It’s a wide, wide world, and that can only mean one thing – Adventure! Here at World Nomads, we believe in helping you get the most out of your vacation and the most out of what the planet has to offer. That’s why we offer travel insurance covering more than 180 adventure sports and activities. So if you’re planning on scuba diving in Mexico or mountain biking the Himalayas, it may be a good idea to get travel insurance to cover your adventures.

Everyone envisages the end of a fun day skiing telling stories around a log fire, but what if it ends up with you telling the doctor how you hit a tree or broke your leg? Things don’t always go as planned, so all our policies include round-the-clock professional emergency assistance in the form of a support hotline.

Some of the situations covered by your adventure travel insurance may include:

Emergency Medical Care and Evacuation

If you tumble out of a dune-buggy miles from anywhere, we can help direct you to the nearest hospital and may even be able to arrange the transportation to get you there as soon as possible. Our Emergency Assistance team may also be able to contact your family back in Brazil to let them know what might have happened and how you are getting on.

Lost documents

If you’re out deep-sea fishing when your documents fell overboard while hauling in a 110kg tuna, your travel insurance may be able to arrange replacements to ensure your vacation continues and you’ll be able to get back home. Our Emergency Assistance team may be able to help here as well, offering guidance on getting money wired from overseas.

Baggage Loss

All ready to hit the Alpine slopes only to discover the airline has lost your skis and all your winter clothing? Unfortunately, it can happen, so your adventure travel insurance may be able to reimburse you for replacement gear while the airline sorts things out. Just remember to complete all the proper paperwork at the airport and keep it safe for when you’re ready to claim.

Trip cancellation

You might have finished the day’s trekking across Northern Spain without a hitch, but one of your buddies might not have been so lucky. If one of your traveling companions injures themselves or falls ill and you have to cut your trip short, your policy may be able to help you get back home and cover you for lost expenses.

What activities are covered?

There are some radical sports which we in Brazil particularly love, such as surfing and rappelling. While many forms of these sports are included in our policies, there are others which are popular amongst Brazilians, such as skydiving and mountain climbing, which may not be.

What’s not covered

While World Nomads may provide insurance for a wide range of sports and unforeseen events, it can’t cover everything. The following are some situations that won’t be covered:

• Healthcare emergencies related to any pre-existing medical conditions.
• Sports or activities not covered in the policy you have chosen.
• Professional participation in an activity or sport (e.g.: professional mountain biking or surfing).
• Anything that happens if you have taken drugs or alcohol. Water and wine don’t mix!
• Reckless behavior or taking needless risk.
• Sports equipment damaged while traveling to your vacation destination may be covered, but damage while in use won’t be.

Adventure activity tips to help you have a safer experience

Choose the right guide

Even if you’re just floating on a tube in the hotel pool, you should always be aware of the risks surrounding you. So if you’re planning to tube down some canyon rapids, you should be that much more aware of risks you face!

When choosing a tour operator, always check they are properly certified and registered to guide you through your exciting new adventure.

Choose the right gear

Make sure you are properly protected for the adventure sports you plan on doing. Double-check the harness on that high-speed yacht and pop on your helmet and pads when going skateboarding.

Be aware of your own limitations

You may ride around town every day at home, but that doesn’t mean that your body will be ready for a full day’s mountain biking in the high Pyrenees. Always take a step back and sensibly consider whether the activity you want to get involved in is suitable for your specific levels of fitness.

If you have any questions about coverage, just ask us – we’re happy to help.

For information relating to policies purchased prior to October 23 2024, please check the Policy Wording provided with your purchase. You can contact us if you need this sent to you again. For plans purchased after October 23 2024, please see below.

• What to do if your flight has been canceled or you’ve missed a connection
• Talk to your airline about rebooking, compensation or a full refund
• Get the essential details in writing from your airline
• Keep your receipts for reasonable expenses
• How might travel insurance help if your flight is delayed or canceled?
• Handy tips in case your plans get affected by a delayed or canceled flight

So you’re stuck at the airport … we’ve all been there. If your flight has been delayed or canceled, or you’ve missed your connection, your airline should always be your first port of call. But travel insurance* may be able to help in certain circumstances. Read on for more info.

What to do if your flight has been canceled or you’ve missed a connection

In many cases, if your flight has been cancelled or you miss a connection, your airline will automatically rebook you. Before travel, download your airline’s app, and refresh the app as soon as you realize you’ve got flight issues.

If your airline has not automatically rebooked you, head to the service desk or call their customer care line. But don’t rush to buy a new flight, as the airline is not likely to reimburse you for a flight purchased on your own and travel insurance can only reimburse you if your flight is canceled for a reason specified by your plan.

Talk to your airline about rebooking, compensation or a full refund

Your airline is obligated to rebook you if your flight has been canceled or you’ve been bumped from an oversold flight. Travel insurance won’t reimburse you if you’ve been bumped, so seek compensation directly from your airline. If they can’t get you on a new flight until tomorrow, ask to be rebooked on another carrier, or request meal and hotel vouchers. You must accept any reasonable alternative options offered by the airline. If you do end up making a travel insurance claim, you’ll need proof that you first sought reimbursement from your airline or other travel provider.

Get the essential details in writing from your airline

If the airline is unable to provide meal or hotel vouchers, you may be able to claim for reimbursement of out-of-pocket meal and lodging expenses under your trip delay benefit. You’ll need written confirmation from your airline that includes:

• the reason for the delay
• scheduled departure and return times
• actual departure and return times.

Head straight to the airline desk to get this critical information or ask a telephone agent to email you these details on the spot.

Keep your receipts for reasonable expenses

Remember to keep receipts for any out-of-pocket expenses you incur during your delay – you’ll need these to make a claim. Your trip delay benefit may cover local transportation, lodging and meals while you’re delayed. And if your bags are delayed too, by more than 12 hours, keep receipts for the essential toiletries and a change of clothes that you had to buy until your trip resumes, and you’re reunited with your bag. As soon as you realize your bag has been misplaced by the airline, you should also contact our Delayed or Lost Baggage Tracking and Delivery service. This non-insurance service partner will get on the case and will update you every step of the way as they find and retrieve your bags

If you do need to make a claim, check out our how to make a claim article for step-by-step guidance.

How might travel insurance help if your flight is delayed or canceled?

Travel insurance may be able to step in where your airline falls short. Here are some situations where travel insurance may be able to provide some relief.

• If an airline refused to provide meal or lodging vouchers, you may be able to claim for reimbursement of those expenses after a delay of six or more hours.
• If your delayed or canceled flight caused you to miss pre-paid accommodation or tours, you may be able to claim for reimbursement of those unused, prepaid, nonrefundable trip costs.
• If your flight is canceled or delayed for at least 24 consecutive hours due to a strike, you may be able to claim reimbursement for new flight tickets that you had to purchase out of pocket.
• If you miss the start of your trip due to a covered missed connection reason, you may be eligible for reimbursement to ‘catch up’ and join, instead of having to cancel your plans.
• If you’re stuck overnight and your airline can’t deliver your checked baggage for more than 12 hours, you can claim for reimbursement of essential toiletries and a change of clothes under your baggage delay benefits. Remember to also get in touch with our Delayed or Lost Baggage Tracking and Delivery service. This non-insurance service partner may be able to retrieve your lost bags quickly.

World Nomads offers four plans, which each have different per day and maximum benefit limits. Read your chosen plan thoroughly to understand the benefit limits.

Traveler tip 1: Remember, travel insurance is for the unexpected. If a storm or strike, or any other event, was known when you bought your travel insurance plan, coverage may not apply.

What’s excluded:

Travel insurance isn’t designed to cover everything. Exclusions include, but are not limited to:

• You running late, getting stuck in traffic or a long security line and missing your flight.
• Purchase of a new flight because you didn’t want to wait to be rebooked by your airline.
• Luxury hotel suites and the most expensive thing on the menu. Travel insurance is meant to cover reasonable out-of-pocket expenses if you’re delayed.
• Flight delays of less than six hours.
• Baggage delays of less than 12 hours.
• Expenses that have been reimbursed by your airline.

Traveler tip 2: if you are going to miss your flight because you’re just running late, contact your airline. Travel insurance won’t be able to reimburse you for your missed flight if you overslept.

Handy tips in case your plans get affected by a delayed or canceled flight.

We know delays and cancellations are frustrating, but here are a few tips to help smooth the journey.

1. Prepare in advance. Download your airline’s app. Print or save a copy of your travel insurance plan documents. Check-in online if you can.

2. Allow plenty of time to get to the airport and through the security line (usually a minimum of two hours for domestic and three hours for international flights, but check with your airline for the most up-to-date guidance).

3. Be ready for delays and cancelations, which are increasingly common these days. Wear comfortable clothes; bring snacks; have reading, watching or listening material ready when you need it.

4. Carry on if you can. Having everything with you will minimize the chances of baggage loss if you miss a connection or your flight is canceled. If you need to check your bag, carry the essentials, including medications and a change of clothes, with you.

5. Know what your plan does and does not cover, and when. Trip delay benefits for U.S. resident plan holders start at six hours. Baggage delay benefits start at 12 hours. Know what types of delays are (e.g. weather) and are not (e.g. airline staffing issues) covered.

6. Be patient and kind. Delays and cancelations are frustrating. Be kind to the customer service agents who are dealing with dozens, if not hundreds, of other angry passengers.

• Find out the reason for the flight delay or cancellation
• Get it in writing
• Get a refund or get the carrier to reschedule your flight
• Keep all your documentation
• Need to know more?

You’re at the airport, ready to go and you just found out your flight is not leaving on time. What you do next can make the difference between a successful claim for compensation or a refund, and a long night on an uncomfortable airline bench. 

World Nomads has put together some information that will help guide you if you’re stuck at an airport. The information covers some steps to follow in case your flight is delayed or cancelled, what you’re covered for and what you’re not covered for, and some added tips.

Step 1: Find out the reason for the flight delay or cancellation

If you know it could be more than a 12-hour period, it’s worth finding out some information which can help if you need to make a claim, or claim compensation or a refund against the airline:

• How long the delay will be; and
• What is the reason for the delay.

Traveler tip 1: if you are going to miss your flight because you’re just running late, that’s not an Insured Event. Under World Nomads policies, if an event is not specifically listed as an Insured Event, there is no cover for that event. Always make sure you read your Policy Wording for a full description of the coverage, terms, conditions and exclusions that apply to you.

2. Get it in writing

Ask the service desk to give you evidence of why it was delayed. Travel insurance covers certain events, so you’ll need to show it was one of these for any claim to be successful. If for example it’s because of bad weather, then ask them to put that in writing for you.  Some of our travelers report service desks have given them proof on letterhead paper at the airport on the spot. If they can't get their customer service and complaints, contact details then initiate contact on the spot.

Step 3: Get a refund or get the carrier to reschedule your flight

If you have been left out of pocket or incurred expenses because of the delay, then your first port of call must be to seek compensation. Get the carrier to help rearrange or reschedule your plans or ask for a refund from the airline or travel providers who have not been able to provide their services to you.  And yes – if you decide to claim for any costs you've incurred, then you’ll need evidence you tried to get a refund first.  If you don’t have evidence, we’ll probably ask you for it which may delay any claim you make. We suggest you approach your airline or travel provider first. 

Note: Depending on your Country of Residence you have rights under consumer protection legislation called the consumer guarantee in certain circumstances if your flight is delayed or cancelled. These are enshrined in the Montreal Convention which applies to residents from many countries. You must accept any reasonable alternative options offered by the airline, public transport provider, tour operator, or accommodation provider.

Step 4: Keep all your documentation

If you’re still out of pocket after contacting your airline, travel provider, or accommodation provider for compensation, you can make a claim under your travel insurance.  We will consider all the information available to use and make a decision on your claim.  As part of that process, the more documentation you have to show you have incurred expenses because of a covered event, the more easily and quickly we will be able to determine your claim.

Step 5: Need to know more?

This information may help if things go wrong, and you want to make a claim. All travel insurance plans are different, and cover will vary, depending on what’s happened, your Country of Residence, the plan you choose and any options or upgrades you buy. Your Policy Wording will always have the full details of what you’re covered for.

If you have any further questions about what’s covered and not covered, just ask us.

For more information on delayed and missed flights and how you may be covered read our Help Center article - Travel insurance: delayed and missed flights.

If you’re unsure about your level of cover around trip interruptions, you can read our Help Centre article - What does trip interruption cover?

Traveller tip 2: In many cases flight delays or cancellations have been caused due to strike action. If you would like to know what you may be covered for in case a strike leaves you stuck at the airport read our Help Centre article – Does travel insurance cover strikes?

Note: If your flight has been delayed or cancelled, or you’ve missed your connection, your airline or transport provider should always be your first phone call. You must make every reasonable effort to contact your travel providers as soon as possible to seek compensation or offers to rearrange or reschedule your plans. When applicable you should exercise your rights under consumer protection legislation before deciding to incur additional expenses, change your travel plans or make a claim with us.

What’s not covered

Travel insurance is not designed to cover everything, so take the time to read the terms, conditions, limits and exclusions in the Policy Wording, particularly in the sections of cover that describe cover for 'cancellation' and 'trip interruption’ so there are no surprises if you do need to use it.

Here and the main things that aren’t covered:

• You decline any reasonable alternative service or compensation offered by your airline or other travel service provider.
• You not having allowed for the airline’s official minimum check-in or transit time. For example: not leaving reasonable time for traffic delays is not a claimable event.
• Withdrawal from service, temporarily or otherwise, of the aircraft, coach, train or sea vessel on the order or recommendation of the Civil Aviation Authority or Port Authority or similar body in any country.
• You traveling against the advice of the local or national government authority relevant in the circumstances. We won’t cover any loss, claim or expenses that directly or indirectly relate to or arise from traveling to, planning to travel to, or choosing to remain in a country or region that is the subject of a government warning of ‘Do Not Travel’ issued by the U.S. Department of State. See - www.state.gov
• Any expenses for delays, rescheduling or cancellation of scheduled public transport services arising from reasons within a carrier’s control, including but not limited to maintenance, repairs, schedule changes, service faults, corporate takeover or industrial activity other than a strike (e.g. overbooking or change of schedule). Note: Compensation should be sought directly from the carrier in these situations.
• If your airline offers you an alternative flight/transport, you are expected to take it, otherwise your cover may also be limited.
• A loss arising from a change of mind, disinclination or reluctance to travel.
• You not providing receipts for your expenses.
• Delays caused by expected and foreseen events that have been covered widely be the media and through official government channels.
• Costs that are unnecessary or extravagant.
• Expenses that are covered by your carrier.

Handy tips if your plans are affected by a delayed or cancelled flight

If you think your travel plans might be affected, you should:  

• Contact your airline, or tour operator to check if any travel services are affected. 
• If you need to change your travel arrangements, contact your airline, accommodation provider, or travel agent for assistance in the first instance.
• Allow more time to arrive if you know there are strikes occurring that may cause delays, but not prevent you from traveling.
• If you can use eGates then do so, as this may give save you time and alleviate further delays for other passengers.
• Checking in online in advance of arriving at the airport will also reduce potential waiting times for travellers.
• Keep in mind that other ad-hoc events can have further impact on delay times (i.e. weather, increase in passenger numbers etc).

 This is only a summary of cover and does not include the full terms, conditions, limits, and exclusions of the policy. You should read your Policy Wording in full, so you understand what is and isn’t covered. If you are unsure about your level of travel cover, please contact us for help.

• Find out the reason for the flight delay or cancellation
• Get it in writing
• Get a refund or get the carrier to reschedule your flight
• Keep all your documentation
• Need to know more?

At World Nomads we’ve been stuck at airports all over the globe and it’s no fun. To avoid you some added pain we have put together some information that will help you know what to do if you’re stuck at an airport, what your covered for, and what you’re not covered for and some added tips.

Step 1: Find out the reason for the flight delay or cancellation

If you think it could be more than just a short period of time, it’s worth finding out some information which can help if you need to make a claim, or claim compensation or a refund against the airline:

• How long the delay will be; and
• What is the reason for the delay. 

Traveller tip: if you are going to miss your flight because you’re just running late, that’s not an Insured Event. Under World Nomads policies, if an event is not specifically listed as an Insured Event, there is no cover for that event. Always make sure you read your Policy Document for a full description of the coverage, terms, conditions and exclusions that apply.

2. Get it in writing

Ask the service desk to give you evidence of why it was delayed.  Travel insurance covers certain events, so you’ll need to show it was one of these for any claim to be successful. If for example it’s because of bad weather, then ask them to put that in writing for you.  Some of our travellers report service desks have given them proof on letterhead paper at the airport on the spot – and if they can't get their customer service and complaints contact details and initiative contact on the spot.

Step 3: Get a refund or get the carrier to reschedule your flight

If you have been out of pocket or incurred expenses because of the delay then your first port of call must be to seek compensation, help to rearrange or reschedule your plans or a refund from the airline or travel providers who have not been able to provide their services to you.  And yes – if you decide to claim against your travel insurance policy for any costs you've incurred, then you’ll need evidence you tried to get a refund first.  If you don’t have evidence, we’ll probably ask you for it which may delay any claim you make. We suggest you approach your airline or travel provider first.  

Note: In New Zealand you have rights under consumer protection legislation called the consumer guarantee in certain circumstances if your flight is delayed or cancelled.  These are enshrined in the Montreal Convention which applies to residents from many countries.  You must accept any reasonable alternative options offered by the provider.

Step 4: Keep all your documentation

If you’re still out of pocket after contacting your airline or travel provider for compensation, you can make a claim under your travel insurance.  We will consider all the information available to use and may a decision on your claim.  As part of that process, the more documentation you have to show you have incurred expenses because of a covered event, the more easily and quickly we will be able to determine your claim.

Step 5: Need to know more?

This information may help if things go wrong, and you want to make a claim. All travel insurance plans are different, and cover will vary, depending on what’s happened, your Country of Residence, the plan you choose and any options or upgrades you buy. Your Policy Document will always have the full details of what you’re covered for.

If you have any further questions about what’s covered and not covered, just ask us.

Note: If your flight has been delayed or cancelled, or you’ve missed your connection, your airline or transport provider should always be your first phone call. You must make every reasonable effort to contact your travel providers as soon as possible to seek compensation or offers to rearrange or reschedule your plans. When applicable you should exercise your rights under consumer protection legislation before deciding to incur additional expenses, change your travel plans or make a claim with us.

Flight delayed or cancelled - What's covered?

You may be covered for reasonable and necessary additional expenses, such as transport and accommodation costs, if:

• you’re directly involved in a motor vehicle, railway, air or marine accident causing you to miss your flight
• your flight is delayed due to severe weather, natural disaster, hijacking or strike, including if it causes you to miss a connecting flight.

By ‘reasonable’ we mean the standard of transport or accommodation you were booked to use. If you had an economy class ticket on a flight you’ve missed, you can’t upgrade yourself to business without being able to prove that it was reasonable to do so in the circumstances.

Check your plan’s policy for the benefit limits – they very between our Standard and Explorer plans.

In many cases, if you miss a connection or your flight has been cancelled, your airline may automatically rebook you. Before travel, download your airline’s app, and refresh that as soon as you realize you have got flight issues. The one thing you do not want to rush to do is buy a new flight.   

Traveller tip 2: In many cases flight delays or cancellations have been caused due to strike action. If you would like to know what you may be covered for in case a strike leaves you stuck at the airport read our Help Centre article – Does travel insurance cover strikes?

What to know if you’re making a claim for a missed, or delayed flight

If you end up stuck at in an airport due to a cancelled or delayed flight and you intend to make a claim for unexpected and unavoidable expenses, Some documents you may need to submit include:

• Notice from the travel supplier or carrier confirming the reason, timing and duration of the unexpected event causing the delay, cancellation or interruption; any compensation or offers made to you; and confirmation of your claim and settlement with them, if applicable
• Evidence of any accident such as documentation from an official body in the country where the accident happened: e.g. a police and/or relevant transport authority report
• Documentation to confirm your travel itinerary, vouchers or e-tickets
• Valid documentation from your travel supplier, event organiser or education provider
• All itemised and receipted expenses.

See our article on how to make a claim for more information.   

What’s not covered

Travel insurance is not designed to cover everything, so take the time to read the terms, conditions, limits and exclusions in the Policy Document, particularly in the sections of cover that describe cover for 'cancellation' and 'trip interruption' so there are no surprises if you do need to use it.

Here and the main things that aren’t covered:

• Any expenses for delays, rescheduling or cancellation of scheduled public transport services arising from reasons within a carrier’s control, including but not limited to maintenance, repairs, schedule changes, service faults, corporate takeover or industrial activity other than a strike (e.g. overbooking or change of schedule). Compensation should be sought directly from the carrier in these situations.
• If your airline offers you an alternative flight/transport, you are expected to take it, otherwise your cover may also be limited
• Any claim where you haven’t allowed for the minimum check in or transit time or at least three hours for check in and transit, whatever is longer OR if your travel provider officially requires more than 3 hours then you must allow for this
• Any reason for the delay or missed flight not listed as a covered event, e.g. you missed your fight because of heavy traffic on the way to the airport.
• A loss arising from a change of mind, disinclination or reluctance to travel
• A loss arising from travelling to, planning to travel to, or choosing to remain in a country or region that is the subject of a ‘Do not travel’ warning issued by the New Zealand Government (see safetravel.govt.nz)
• You not providing receipts for your expenses
• Delays caused by expected and foreseen events that have been covered widely be the media and through official government channels
• Costs that are unnecessary or extravagant
• Expenses that are covered by your carrier

Handy tips if your plans are affected by a delayed or cancelled flight

If you think your travel plans might be affected, you should:  

1. Contact your airline, or tour operator to check if any travel services are affected. 
2. If you need to change your travel arrangements, contact your airline, accommodation provider, or travel agent for assistance in the first instance.
3. Allow more time to arrive if you know there are strikes occurring that may cause delays, but not prevent you from travelling.
4. If you can use eGates then do so, as this may give save you time and alleviate further delays for other passengers.
5. Checking in online in advance of arriving at the airport will also reduce potential waiting times for travellers.
6. Keep in mind that other ad-hoc events can have further impact on delay times (i.e. weather, increase in passenger numbers etc).

This is only a summary of cover and does not include the full terms, conditions, limits, and exclusions of the policy. You should read your Policy Document in full, so you understand what is and isn’t covered. If you are unsure about your level of travel cover, please contact us for help.

The information provided is of a general nature and is provided for information purposes only. It does not constitute financial advice in any form and should not be relied on as a substitute for obtaining professional advice that is specific to your circumstances. You should seek advice from a financial advice provider if you would like further information about whether a particular product is appropriate for you and your circumstances.

• Find out the reason for the flight delay or cancellation
• Get it in writing
• Get a refund or get the carrier to reschedule your flight
• Keep all your documentation
• Need to know more?

You’re at the airport, ready to go and just found out your flight is not leaving on time. What you do next can make the difference between a successful claim for compensation or a refund, and a long night on an uncomfortable airline bench.

To avoid you added pain we have put together some information that will help if you’re stuck at an airport, what you’re covered for, and what you’re not covered for and some added tips.

Step 1: Find out the reason for the flight delay or cancellation

If you think it could be more than just a short period of time, it’s worth finding out some information which can help if you need to make a claim, or claim compensation or a refund against the airline:

• How long the delay will be; and
• What is the reason for the delay.

 Traveller tip 1: if you are going to miss your flight because you’re just running late, that’s not an Insured Event. Under World Nomads policies, if an event is not specifically listed as an Insured Event, there is no cover for that event. Always make sure you read your Product Disclosure Statement (PDS) for a full description of the coverage, terms, conditions and exclusions that apply.

2. Get it in writing

Ask the service desk to give you evidence of why it was delayed.  Travel insurance covers certain events, so you’ll need to show it was one of these for any claim to be successful. If for example it’s because of bad weather, then ask them to put that in writing for you.  Some of our travellers report service desks have given them proof on letterhead paper at the airport on the spot – and if they can't get their customer service and complaints contact details and initiate contact on the spot

Step 3: Get a refund or get the carrier to reschedule your flight

If you have been out of pocket or incurred expenses because of the delay then your first port of call must be to seek compensation, help to rearrange or reschedule your plans or a refund from the airline or travel providers who have not been able to provide their services to you.  And yes – if you decide to claim against your travel insurance policy for any costs you've incurred, then you’ll need evidence you tried to get a refund first.  If you don’t have evidence, we’ll probably ask you for it which may delay any claim you make. We suggest you approach your airline or travel provider first. 

Note: In Australia you have rights under consumer protection legislation called the consumer guarantee in certain circumstances if your flight is delayed or cancelled. These are enshrined in the Montreal Convention which applies to residents from many countries. You must accept any reasonable alternative options offered by the provider.

Step 4: Keep all your documentation

If you’re still out of pocket after contacting your airline or travel provider for compensation, you can make a claim under your travel insurance.  We will consider all the information available to use and may a decision on your claim.  As part of that process, the more documentation you have to show you have incurred expenses because of a covered event, the more easily and quickly we will be able to determine your claim.

Step 5: Need to know more?

This information may help if things go wrong, and you want to make a claim. All travel insurance plans are different, and cover will vary, depending on what’s happened, your Country of Residence, the plan you choose and any options or upgrades you buy. Your PDS will always have the full details of what you’re covered for.

If you have any further questions about what’s covered and not covered, just ask us.

Note: If your flight has been delayed or cancelled, or you’ve missed your connection, your airline or transport provider should always be your first phone call. You must make every reasonable effort to contact your travel providers as soon as possible to seek compensation or offers to rearrange or reschedule your plans. When applicable you should exercise your rights under consumer protection legislation before deciding to incur additional expenses, change your travel plans or make a claim with us.

Flight delayed or cancelled - What's covered?

You may be covered for reasonable and necessary additional expenses, such as transport and accommodation costs, if:

• you’re directly involved in a motor vehicle, railway, air or marine accident causing you to miss your flight
• your flight is delayed due to severe weather, natural disaster, hijacking or strike, including if it causes you to miss a connecting flight.

By ‘reasonable’ we mean the standard of transport or accommodation you were booked to use. If you had an economy class ticket on a flight you’ve missed, you can’t upgrade yourself to business without being able to prove that it was reasonable to do so in the circumstances.

Check your plan’s policy for the benefit limits trip interruption expenses - benefit limits vary between the Standard or Explorer plan

In many cases, if you miss a connection or your flight has been cancelled, your airline may automatically rebook you. Before you travel, download your airline’s app, and refresh that as soon as you realize you’ve got flight issues. The one thing you do not want to rush to do is buy a new flight.

Check out our cancellation travel insurance What’s covered article to find out what you may be covered for in case you need to cancel your trip.

Traveller tip 2: In many cases flight delays or cancellations have been caused due to strike action. If you would like to know what you may be covered for in case a strike leaves you stuck at the airport read our Help Centre article – Does travel insurance cover strikes?

What to know if you’re making a claim for a missed, or delayed flight

If you end up stuck at in an airport due to a cancelled or delayed flight and you intend to make a claim for unexpected and unavoidable expenses. Some documents you may need to submit include:

• Notice from the travel supplier or carrier confirming the reason, timing and duration of the unexpected event causing the delay, cancellation or interruption; any compensation or offers made to you; and confirmation of your claim and settlement with them, if applicable
• Evidence of any accident such as documentation from an official body in the country where the accident happened: e.g. a police and/or relevant transport authority report
• Documentation to confirm your travel itinerary, vouchers or e-tickets
• Valid documentation from your travel supplier, event organiser or education provider
• All itemised and receipted expenses.

See our article on how to make a claim for more information.   

What’s not covered

Travel insurance is not designed to cover everything, so take the time to read the terms, conditions, limits and exclusions in the PDS, particularly in the sections of cover that describe cover for 'cancellation' and 'trip interruption' so there are no surprises if you do need to use it.

Remember, if your airline offers you an alternative flight/transport, you are expected to take it, otherwise your cover may also be limited. You will  need receipts for any expenses you plan to claim for.

Here and the main things that aren’t covered:

• Any expenses for delays, rescheduling or cancellation of scheduled public transport. services arising from reasons within a carrier’s control, including but not limited to maintenance, repairs, schedule changes, service faults, corporate takeover or industrial activity other than a strike (e.g. overbooking or change of schedule). Compensation should be sought directly from the carrier in these situations.
• Any claim where you haven’t allowed for the minimum check-in or transit time or at least three hours for check-in and transit, whatever is longer OR if your travel provider officially requires more than three hours then you must allow for this.
• Any reason for the delay or missed flight not listed as a covered event, e.g. you missed your fight because of heavy traffic on the way to the airport.
• A loss arising from a change of mind, disinclination or reluctance to travel.
• A loss arising from travelling to, planning to travel to, or choosing to remain in a country or region that is the subject of a ‘Do not travel’ warning issued by the Australian Government (see smartraveller.gov.au).
• Delays caused by expected and foreseen events that have been widely covered by the media and through official government channels.
• Costs that are unnecessary or extravagant.
• Expenses that are covered by your carrier.

Handy tips if your plans are affected by a delayed or cancelled flight

If you think your travel plans might be affected, you should:  

1. Contact your airline or tour operator to check if any travel services are affected. 
2. If you need to change your travel arrangements, contact your airline, accommodation provider, or travel agent for assistance in the first instance. 
3. Allow more time if you know there are strikes occurring that may cause delays but not prevent you from travelling.
4. If you can use eGates then do so, as this may give save you time and alleviate further delays for other passengers.
5. Checking in online in advance of arriving at the airport will also reduce potential waiting times for travellers.
6. Keep in mind that other ad-hoc events can have further impact on delay times (i.e. weather, increase in passenger numbers etc).

This is only a summary of cover and does not include the full terms, conditions, limits, and exclusions of the policy. You should read your PDS in full, so you understand what is and isn’t covered. If you are unsure about your level of travel cover, please contact us.