You test positive to COVID-19 before you depart

8 days or more before your depart date

You should still be able to travel as originally planned in this case. You have the time to rest during your isolation period and will likely test negative to Covid-19 (should that be a requirement for your travel) just prior to your departure. If your situation doesn't play out like this, please contact us to discuss your circumstances.

7 days or less before your depart date

If you have recovered, you may still be able to travel! Check your States' current isolation requirements (and be sure to also check the requirements of the countries you are planning to visit).

If you are not able to travel on your original Depart Date due to a required isolation period or the requirement to have a negative test result by your airline or at your destination, you should:  

1. Immediately contact your travel agent or each of your travel providers, including: 

   • Airline 

   • Cruise company 

   • Rail authority 

   • Accommodation provider 

   • Rental vehicle company

   • Any booked and prepaid activities such as tours or entry tickets (eg theme parks).

2. Make them aware you have tested positive to COVID-19 and explain your situation. Travel providers have generally been more flexible with date changes and cancellations in the event of a positive COVID-19 diagnosis. 

3. Consider and choose the option the travel providers offer you that leaves you with the least out of pocket expenses. 

   • It is expected that you will make decisions with your travel agent and providers to find solutions that will reduce any additional costs. 

   • If you are offered a solution by your travel agent or travel providers, then we may determine that you have been fairly compensated, which may reduce your entitlement to make a claim.  When we are considering your claim, we may ask you or your travel agent or travel providers to give us details of any solution proposed or offered to you. 

4. If your travel agent or travel provider does not provide any options: 

   • Request a change of dates, refund, credit or travel voucher. Please keep in mind we will not pay more to date change your trip, than it would cost to cancel.

   • Request a copy of both their 'COVID-19 Cancellation and Refund policy' and their 'Cancellation and Refund policy'. 

5. Keep a copy of all PCR test results, medical reports, receipts and any relevant documents which support your circumstances. 

6. Once you know whether you are changing your travel dates or cancelling your trip, you can contact us to change your travel dates, amend or cancel your policy or submit a claim for your out of pocket expenses. If you submit a claim for cancellation or date changes, you will need to purchase a new policy for your new dates.

7. If you are not departing on your original Depart Date, please contact us before this date to let us know, even if you have not finalised your new travel plans.

How testing positive can affect your travel insurance policy

1. If you test positive to COVID-19 just before you travel, and you can still travel, this instance of COVID-19 would now be considered a pre-existing medical condition and you would have no cover on your policy for COVID-19. Should you contract COVID-19 again in the future, this could be considered a new medical condition and you are welcome to submit a claim. 

2. Before you make changes to your policy travel dates, please be aware that you will not be able to submit a claim for any event that occurs outside of those new travel dates. This is because a change of your original travel dates means that you are effectively cancelling your original policy and we have issued you with a new policy for the new travel dates.

3. If you have made a claim or intend to make a claim on your original travel dates, you will need to purchase a new policy for your new travel dates. 

Important

If your travel is affected by COVID-19 before you depart, please contact us before your original Depart Date and provide us with an update of your circumstances. Contacting us after your Depart Date may result in less options, a requirement for evidence to be provided that confirms that you did not travel, or you not being eligible for a refund.

You test positive to COVID-19 whilst travelling

• Seek medical treatment if required, especially if you are experiencing shortness of breath or worsening symptoms.

• If you are admitted to hospital, contact our 24/7 emergency assistance team on +61 2 8320 7999 immediately.

On arrival at your destination

If you are tested on arrival at your destination and you test positive to COVID-19, follow any isolation or quarantine directions issued to you by the local government health authority.

During your trip

• Isolation rules are easing around the world, so depending on the rules of the country you are in, there may be no requirement to isolate and you can continue on with your holiday as planned. 

• However, you should follow any isolation or quarantine directions issued to you by the local government health authority.

You are unable to return home due to your current COVID-19 status

The rules around isolation and flying are easing around the world. Australia no longer requires travellers to return a negative COVID-19 test before you travel home to Australia. So even if you have contracted COVID-19 on your trip, you may still be able to fly home to Australia on your planned Return Date. 

However, if you are unable to travel home because you: 

• Are prevented from boarding an airline, bus line, shipping line or rail authority because you do not meet their requirements due to a positive COVID-19 diagnosis; or 

• Failed a screening procedure administered by the airline, bus line, shipping line or rail authority; 

You should:

1. Contact your travel agent or the airline, bus line, shipping line or rail authority immediately to inform them that you have tested positive to COVID-19, and confirm if your positive diagnosis prevents you from travelling.

2. If it does prevent you from travelling, work with your travel agent and travel providers to find an acceptable solution. 

   • It is expected that you will work with your travel agent and travel providers to find solutions that will reduce the costs of any changes to your travel dates. 

   • If you are offered a solution by your travel agent or travel providers, then we may determine that you have been fairly compensated, which may reduce your entitlement to make a claim. When we are considering your claim, we may ask you or your travel agent or travel providers to give us details of any solution proposed or offered to you.

3. If your travel agent or travel provider does not provide a solution: 

   • Request a change of dates, refund, credit or travel voucher. 

   • Request a copy of their 'COVID-19 Cancellation and Refund policy' and also their 'Cancellation and Refund policy'. 

4. Get a PCR test (if you have not already had one) and written documentation to confirm your positive COVID-19 diagnosis.

5. Keep copies of communication with airlines, bus lines, shipping lines and rail authorities, as well as receipts, medical reports and documentation that supports your situation.

6. Contact us before your Return Date if you need to change the Return Date of your policy. If you need to extend your policy, the cost to do so can be claimed back if the claim is due to a reason that is covered under your policy.

7. If you have any out of pocket expenses, you can submit a claim.

Important

Any COVID-19 diagnoses must be confirmed by a polymerase chain reaction (PCR) test. 

Positive RAT

If you test positive to COVID-19 on a Rapid Antigen Test (RAT), whether it is conducted by yourself, supervised or by a medical practitioner, you should then seek to have a PCR test to formally confirm your diagnosis with documentation from a government or medical authority. To find a PCR testing facility, search 'COVID-19 testing centre' in your state or territory. 

In the event you have made every effort to obtain a PCR test and this is not possible, you should seek a supervised RAT at a government or medical facility that can confirm your diagnosis with official documentation.