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What are my options if I'm unable to use my insurance policy due to coronavirus related travel restrictions?

1. Amending your travel insurance departure date 

If the trip departure date on your Certificate of Insurance has not yet passed, and you haven’t made, and don’t intend to make, a claim, then you can change the trip departure date to align with your new travel plans. 

You can only move your trip departure date to a date that is up to 12 months after the date you purchased your policy. Just contact us and we can check your policy and make any changes available.

It's important to understand that there are current limitations to cover relating to coronavirus, Do Not Travel warnings and travel bans, which may also limit your cover if you amend your existing policy. 

2. Refund inside the cooling-off period 

All Qantas Travel Insurance policies are subject to a 21 day ‘cooling-off’ period within which travellers may be able to cancel their policy and receive a full refund. 

If you want to cancel your policy within the cooling-off period, we will refund your premium as long as you haven’t used, and won’t use, your policy in any way. This means that: 

  • you haven’t travelled under your policy or started your trip; 
  • you haven’t made a claim and don’t intend to make a claim; and
  • you are not exercising any other right under the policy. 

3. Refund outside the cooling-off period

We recognise you may be unable to travel due to coronavirus related travel restrictions (e.g. border closures or travel bans), which impact you after the cooling-off period has expired.

Single Trip International Plans & Domestic Plans

If you are unable to travel due to a coronavirus related travel restriction, and you haven't used and don't intend to use your policy to travel or claim, you are also eligible to obtain a refund.

Before you decide to cancel your policy and get a refund, please consider the implications and any existing value under the policy, including any pre-trip cancellation cover you may have. The extent of cover afforded will depend on both the policy wording and your individual facts and circumstances. 

Annual Multi Trip Plans

For Annual Multi Trip policyholders whose travel plans are disrupted by coronavirus travel restrictions, we recognise you may be unable to travel and may wish to cancel your policy.

If you are unable to fully utilise your policy due to coronavirus related travel restrictions, and you haven't and don't need to use your policy to claim, you may be eligible to obtain a refund for the unused proportion of your policy.

We will calculate any refund from the later of the date you returned to your home from your last trip, and the date your use of your policy was impacted by a coronavirus related travel restriction.

Understanding what it means to cancel your policy 

Remember, cancelling your policy means you won’t be eligible for any cover, and you won’t be able to make any claim under the policy. If you request and are granted a refund, your policy cannot be reinstated.  

To amend your policy, request a refund or for assistance when claiming, please contact us.


Qantas Travel Insurance policies are managed by nib Travel Services (Australia) Pty Limited (nib) ABN 81 115 932 173 AFSL 308461 and underwritten by Pacific International Insurance Pty Ltd, ABN 83 169 311 193. Qantas (AR 261363) is nib’s authorised representative and acts on behalf of nib. This is general advice only. Consider the Product Disclosure Statement (PDS), Target Market Determination (TMD) and your personal circumstances before you buy.

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