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 confirmation of global known event:
On 31 January, we recognised the coronavirus 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 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.
Some policies have a specific exclusion, which means that claims relating to coronavirus will not be covered.
If your policy has this exclusion, and it is the reason your claim is denied 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 24 April 2020