Find answers to the top questions about coronavirus (COVID-19) and the impact on World Nomads travel insurance cover.

Your coronavirus (COVID-19) questions answered:

Our customer service team are fielding many questions about how the travel insurance cover is impacted by coronavirus (COVID-19) for new and existing policy holders.

If you can't find the answer you're after, you can also can also read general information on coronavirus (COVID-19) or contact us (there may be unusually longer wait times as lots of people are concerned, so we appreciate your patience).


Before you buy travel insurance

Unfortunately there’s no cover for any travel impacted by coronavirus (COVID-19) under this policy as it is not designed to cover expenses which are directly or indirectly caused by epidemics under the control of public authorities.

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. 

Along with other terms, the policy includes exclusions 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 6 May 2020

Unfortunately, there’s no cover for any expenses or cancellations impacted by coronavirus (COVID-19) as the policy is not designed to cover expenses which are directly or indirectly caused by 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 6 May 2020

Due to coronavirus (COVID-19), and the travel restrictions imposed by a number of governments across the world, World Nomads has temporarily ceased issuing new policies for travel insurance. This change was effective close of business on Wednesday 1 April 2020.

We will continue to monitor the situation closely and will advise travellers once we resume issuing new travel insurance policies.

We apologise for any inconvenience this causes and understand you will have questions about what this means for your individual circumstances. You may already find the answers to common questions in our FAQs, and we will continue to update these as soon as possible.

Published 6 May 2020

At this stage, we can't say with certainty when we will be able to start selling international travel insurance again. Our first priority is making sure our existing customers are safe and assisting them in these difficult times.  We will continue to monitor the government warnings. You can also sign up for the World Nomads traveller newsletter where we keep our travellers in touch with the latest travel news.

Published 31 March 2020

Due to coronavirus (COVID-19), and the travel restrictions imposed by a number of governments across the world, World Nomads has temporarily ceased issuing new travel insurance policies.

This change was effective from close of business on Wednesday 1 April 2020 and only applies to new international policies. We will continue to monitor the situation closely and will advise travellers once we resume issuing new travel insurance policies.

We apologise for any inconvenience this causes and understand you will have questions about what this means for your individual circumstances. 
 
You can also sign up for the World Nomads traveller newsletter where we keep our travellers in touch with the latest travel news. 

Published 6 May 2020

Due to coronavirus (COVID-19), and the travel restrictions imposed by a number of governments across the world, World Nomads has temporarily ceased issuing new travel insurance policies. Policies for World Nomads USA only remain available for sale.

This change was effective close of business on Wednesday 1 April 2020. We will continue to monitor the situation closely and will advise travellers once we resume issuing new travel insurance policies.

We apologise for any inconvenience this causes and understand you will have questions about what this means for your individual circumstances. 

Published 6 May 2020

If you catch coronavirus (COVID-19) before you leave home or while overseas and your doctor confirms you are medically unfit to travel, unfortunately there’s no cover for any travel impacted by coronavirus (COVID-19) as the policy is not designed to cover expenses which are directly or indirectly caused by epidemics under the control of public authorities.

For all policyholders
Along with other terms, no matter when you buy the policy, all policies have exclusions for pre-existing medical conditions and also if you have a change of mind or are reluctant to travel. Please take time to read your policy wording carefully for full details. 

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 6 May 2020

If you’re are intending to continue your journey in the near future, 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. 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 6 May 2020

Unfortunately there’s no cover 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 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 6 May 2020

If you are currently travelling

Unfortunately there is no cover for any travel impacted by coronavirus (COVID-19) as the policy does not cover expenses which are directly or indirectly caused by epidemics under the control of public authorities.

Importantly, no matter when you buy your policy, there is also no cover, if you:

  1. Travel to a destination where there was a US Department of State Do Not Travel warning in place;
  2. Have coronavirus (COVID-19) (or experience symptoms) before you bought your policy) as there is an exclusion for pre-existing conditions;
  3. Are delayed or detained by a government official;
  4. Decide not to travel yourself (ie. changing of mind, disinclination or reluctance to travel); and
  5. Other exclusions explained in your policy. Please read your policy wording carefully, so there are no surprises.

Other benefits 
The coronavirus (COVID-19) outbreak should not impact other benefits under your policy, however the General Exclusions do apply to all sections of the policy wording. 

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

Most importantly, you must follow official government warnings and stay informed with the US Department of State and other local government agencies.

As always, cover is subject to the terms, conditions, limitations and exclusions of the policy. For example, all 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 6 May 2020

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

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. 

Published 6 May 2020

No. Your current policy is still valid under the terms and conditions of the plan you have purchased. Our decision to stop issuing new policies for travel does not change the terms of your existing policy.

Published 31 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 31 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. 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 may be no cover available under any section of your policy depending on the country.

Published 6 May 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 31 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 coronavirus (COVID-19), all Do Not Travel bans or government restrictions or recommendations. 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 6 May 2020

Follow the local advice of local and government authorities and check the World Health Organization for helpful information on the coronavirus (COVID-19) outbreak. 

In some cases, contacting your local embassy or your country’s foreign affairs department may be required, especially if you have recently been to an area impacted by coronavirus (COVID-19), you may not be allowed to enter or transit, or you may be required to enter a period of quarantine after entry. 

Contact your transport provider as well – they may be making special arrangements to return travellers to their home destination. Alternately, depending on the country of origin, they may be cancelling flights or other services. 

Importantly, before you buy new flights or incur the expense to change your existing flights, understand your travel insurance cover - read your policy wording and other articles on this page.

Be prepared for major delays at the airport too! Screening measures on arrival may include temperature checks, and you could be asked about your general health or recent travel history. Where these checks identify a concern, further medical checks may be required.

Published 6 May 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 our customer service team are experiencing high volumes of calls so there may be longer than usual wait times.

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. Please consider your PDS or policy wording for full details of before you choose to amend your policy.

Published 6 May 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. 

Remember to follow the World Health Organization (WHO) health advice and understand your local health service advice to find out what to do. 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. 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 FAQs about how coronavirus (COVID-19) may impact your travel plans.

Published 6 May 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 coronavirus (COVID-19), all Do Not Travel bans or government restrictions or recommendations. 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 coronavirus (COVID-19), all Do Not Travel bans or government restrictions or recommendations. 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 6 May 2020

Register your travel with the appropriate authority, (eg. US Department of State or World Health Organisation (WHO) 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 31 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 31 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 31 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 our customer service team are experiencing high volumes of calls so there may be longer than usual wait times.

Published 6 May 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 have not and 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 6 May 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 cover for your travel for non-coronavirus (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 variously 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 inquires, so we will be in touch as soon as possible with the outcome of this review.

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

Published 31 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 re-ticketing. We’ve also collated some easy steps to follow if your trip is impacted by COVID-19.   

Concerned about catching coronavirus (COVID-19)? 
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 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 or the US State Department (or a similar body).

Need more help? 
If overseas, you can also consider making contact with your country’s foreign affairs department. While they rarely offer financial assistance, they may be able to provide helpful advice regarding your individual situation. 

If you're unsure about what to do, you can contact with our Emergency Assistance team, who are available 24/7. They can help direct you to appropriate care. 

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. 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 6 May 2020


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

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Phone

For policies purchase on or after 2 December 2018:


+353 21 237 8007

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For policies purchased before 2 December 2018:


+61 2 8263 0400