Am I covered if I need to cancel/reschedule my trip?

For information relating to policies purchased prior to 18 May 2022, please check the Policy Document provided with your purchase. You can contact us if you need this sent to you again. For policies purchased on or from 18 May 2022 please see below.

Has an unexpected event caused you to cancel or re-arrange your trip before you even get started? Your policy can cover your cancellation or rescheduling fees for certain events, so read on to find out what conditions apply.

If something sudden and unavoidable has happened causing you to cancel or rearrange your trip before you leave home, there’s cover for your Trip Cancellation or Trip Interruption expenses but only if the reason follows an insured event.

What you need to do if you can’t travel anymore:

Check that the reason you are cancelling or rescheduling is one of the 14 listed specified 'Insured Event' under Section 3 - Cancellation and Trip Interruption in the Policy Document. 

Contact your travel service provider (e.g. airline or tour operator) as soon as possible and let them know if you are cancelling or rearranging your trip. Try and seek compensation from them or any offer to re-arrange or reschedule your travels (if this is an option depending on your reasons for cancelling) before incurring fees and making a claim.

When making a claim, you’ll need to show:

  • Written evidence that the reason for your cancellation or rescheduling was unexpected and occurred after you bought your policy, and after you booked or paid for any travel arrangements.
  • Written evidence of your cancellation or rescheduling fees to support your claim.

What’s not covered

Travel Insurance is not designed to cover everything so take the time to read the full description of cover in the Policy Document for the full details on what’s not covered (particularly Section 3 Cancellation and Trip Interruption). This way there are no surprises if you need to use it. If you are unsure, please contact us for help.

Here are the main things that aren’t covered:

  • Any expenses related to an existing medical condition, except as described in ‘Health Conditions & your Policy’ in the Policy Document.
  • You decline a reasonable alternative service or compensation offered by your travel service provider.
  • Any reason for cancellation that is not listed as a ‘Specific Insured Event’.
  • Anything that is mentioned in the General Exclusions.

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.

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