133 423

Coronavirus Service Message

HBF travel insurance does not provide cover for any outbreak of infectious diseases or viruses that occurred before the commencement of your policy.

For policies purchased on or after 23 January 2020, there is no cover for the cancellation of travel arrangements as a result of the Coronavirus. HBF travel insurance does not provide cover for any outbreak of infectious diseases or viruses that occurred before the commencement of your policy. 

If you purchased a HBF travel insurance policy before 23 January 2020 and your travel plans are impacted by the Coronavirus, please call our claims line on 1300 559 867 for assistance.

Check the PDS available from HBF for policies started before 23 January 2020

For more information on the Coronavirus refer to www.who.int and www.smarttraveller.gov.au for more information.

HBF Travel Insurance is issued by Insurance Australia Limited. General advice only.

Frequently Asked Questions

FAQs correct as of 23 March 2020. Please note this is a rapidly evolving situation and details may have changed.

I purchased my travel insurance policy through HBF before the 23rd January 2020, to travel overseas from Australia. Am I covered for cancellation of flights, accommodation and medical expenses relating to COVID-19?

If you took out your policy before 23 January 2020, your policy covers overseas medical costs related to coronavirus.

Your policy also covers cancellation costs or rescheduling costs if your travel plans are affected by the Australian Government’s ‘Do Not Travel’ alerts, which now apply to all countries worldwide. Your level of cover depends on your plan, so check the PDS for conditions, limitations and exclusions that apply.

If you need to make a claim, call us on 1300 559 867. If you’re travelling more than 3 months from now, we can’t assess your claim yet, so please contact us closer to your trip.

I purchased my travel insurance policy through HBF after the 23rd January 2020 to travel overseas from Australia. Am I covered for cancellations of flights, accommodation, and medical expenses relating to COVID-19?

The coronavirus outbreak is considered a known event from 23 January 2020 onwards, following travel advice from the Australian Government and widespread media coverage.

If your policy started on or after 23 January 2020, you’re not covered for any claims relating directly or indirectly to the coronavirus outbreak. Check the PDS for conditions, limitations and exclusions that apply.

How does the new level 4 travel restrictions relating to COVID-19 affect my Travel Insurance policy?

If you purchased your travel policy before the 23rd January 2020, Your policy covers cancellation costs or rescheduling costs if your travel plans are affected by the Australian Government’s ‘Do Not Travel’ alerts, which now apply to all countries worldwide. Your level of cover depends on your plan, so check the PDS for conditions, limitations and exclusions that apply.

Can I cancel my travel policy at any time?

Yes - within the 21 day “cooling off” period after you’ve purchased your policy, we refund the full premium, and after the 21 day “cooling off” period, we refund the unused portion of the policy.

How do I cancel my Travel Insurance policy?

Call us on 133 423 and we can cancel your policy.

How do I make a claim on my Travel Insurance?

In the first instance, we kindly request you contact your travel agent or travel services provider (airline, cruise line, tour organiser) to confirm rescheduling fees or available refunds you may be entitled to. A number of providers in this current event are offering cancellation without charge or fee-free date changes on bookings.

Should your arrangements be non-refundable/partially refundable, or a rescheduling fee charged, you can then look to lodging a claim for consideration and review. To make a claim, call us on 1300 559 867.

If you’re travelling more than 3 months from now, we can’t assess your claim yet, so please contact us closer to your trip.

What if I purchased my Travel Insurance before 23rd January 2020, have returned home from overseas and am required to self-isolate? Is there any cover for my loss of income?

No, there is no coverage for loss of income on your Travel policy.

What happens if I purchased my Travel Insurance before 23rd January 2020, and I am placed in self-isolation before leaving Australia and can’t go on my trip? Will I be covered for cancellation of flights & Accommodation?

Yes, as long as the policy was purchased prior to the 23rd of January 2020 and you are unable to go on your holiday at the time of departure as you were required to be in self-isolation, coverage would apply as per the terms and conditions of the policy. Your level of cover depends on your plan, so check the PDS for conditions, limitations and exclusions that apply.

What if I purchased my Travel Insurance before 23rd January 2020, and I contract COVID-19 before leaving Australia and can’t go on my trip?

As long as the policy was purchased prior to the 23rd of January 2020 and you are unable to go on your holiday, and at the time of departure as you had contracted COVID-19, coverage would apply as per the terms and conditions of the policy. Your level of cover depends on your plan, so check the PDS for conditions, limitations and exclusions that apply.

My airline has told me that my overseas flight next month has been ‘postponed’ to April 2021. I purchased my Travel Insurance before 23rd January 2020, am I covered if I need to cancel this flight?

Your policy covers cancellation costs or rescheduling costs if your travel plans are affected by the Australian Government’s ‘Do Not Travel’ alerts, which now apply to all countries worldwide. Your level of cover depends on your plan, so check the PDS for conditions, limitations and exclusions that apply.

If you need to make a claim, call us on 1300 559 867. If you’re travelling more than 3 months from now, we can’t assess your claim yet, so please contact us closer to your trip.

I have purchased domestic travel insurance before 23rd January 2020 for my trip from Perth to Sydney. If any State enters a lockdown prohibiting interstate travel due to COVID-19, will I be covered for the cancellation?

Your policy also covers cancellation costs or rescheduling costs if your travel plans are affected by the Australian Government’s ‘Do Not Travel’ alerts, which now apply to all countries worldwide. If similar extensions occur with interstate travel within Australia the same approach would be taken. Your level of cover depends on your plan, so check the PDS for conditions, limitations and exclusions that apply.

If you need to make a claim, call us on 1300 559 867. If you’re travelling more than 3 months from now, we can’t assess your claim yet, so please contact us closer to your trip.

I have purchased domestic travel insurance for my trip from Perth to Sydney after 23rd January 2020. If any State enters a lockdown prohibiting interstate travel due to COVID-19, will I be covered for the cancellation?

If your policy started on or after 23 January 2020, you’re not covered for any claims relating directly or indirectly to the coronavirus outbreak. Other coverage still applies as per the terms and conditions of the PDS

My airline has told me that they’re cancelling flights due to low demand. They did not mention COVID-19. Am I covered for this cancellation, given that the flight is cancelled due to ‘low demand’ rather than coronavirus?

We don’t cover any events that are widely known about before your policy starts. Check the PDS for conditions, limitations and exclusions that apply.

The coronavirus outbreak is considered a known event from 23 January 2020 onwards, following travel advice from the Australian Government and widespread media coverage.

If your policy started on or after 23 January 2020, you’re not covered for any claims relating to the coronavirus outbreak. Generally where flights are cancelled purely due to low demand, an alternative flight at a different time is provided by the airline. Where the low demand is due to COVID-19 and no alternative flights are provided, there would be no coverage as the policy was purchased after 23rd January 2020.


These FAQ’s will be updated as the situation progresses – please return to this page to view any updates. 

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