Frequently Asked Questions
If you entered into a policy before 4:19pm AEDT on the 13th of November 2024 and are already overseas:
- Your policy will operate as usual for regions in Indonesia not specified.
- Our priority remains to support you to the best of our capacity. We strongly urge you to prioritise your safety and heed advice from local authorities and travel providers
- Keep in mind, we have a general exclusion relating to reckless behaviour, and coverage may not apply if you intentionally or recklessly place yourself in situations posing a risk to your safety.
- If you incur out-of-pocket expenses for additional travel or accommodation due to this disruption, we advise you to keep all documents and receipts with you should you need to make a claim. Please note claims will be assessed according to the policy terms and conditions.
- Should this event disturb your return plans, your insurance will extend at no charge until you can feasibly return home. The maximum period that we will extend the Policy will be up to twelve (12) months from the date Your Policy first commenced as shown on Your Schedule.
If you entered into a policy before 4:19pm AEDT on the 13th of November 2024 and are yet to travel:
- If your specific travel plans are not impacted and commercial flights continue to operate, there is no cover for cancellation.
- If your specific travel plans have been directly affected by flight cancellation or delays, your policy will operate as usual. Please refer to Section 1.1 of your Product Disclosure Statement
- We expect that you would be aware of the current situation in Indonesia, and of the SmarTraveller advice at the time.
- Your PassportCard policy does not cover Known Circumstance occurring at the policy’s inception. Volcanic eruption in Indonesia can also affect travel plans outside of Indonesia, given its proximity to Singapore and Malaysia. All flight cancellations or delays affected by these ash clouds are seen as a Known Circumstances.
We encourage you to contact with your travel provider for the latest information as well as review advice from DFAT via the SmarTraveller website https://www.smartraveller.gov.au/destinations/asia/indonesia We also strongly recommend staying updated through local media and heeding advice from emergency services.
For more information please refer to our travel alerts here or contact our 24-hour Global Assistance team at +61 1800 490 478 (global reverse charge phone number).
You can read the Travel Alert for Indonesia – Mount Lewotobi Laki Laki – Volcano Warning here
Important general advice
This information complements the Product Disclosure Statement (PDS). Ensure you understand the terms, conditions, limits, sub-limits, and exclusions specified in the PDS, especially the ‘Benefits’, ‘Policy Conditions’, and ‘General Exclusions’ sections.