Please read important information regarding travel insurance policies with CGU
The below information relating to the CGU Travel Insurance product about coronavirus (COVID-19) will be regularly updated to reflect our latest understanding about the virus and its impact.
For policies purchased prior to 23 January 2020
You are covered for medical expenses related to the coronavirus as your policy was purchased prior to the 23 January 2020. The extent of your cover will depend on the particular policy you have purchased.
We will accept cancellation and rescheduling expenses where the Australian government has upgraded travel advice to “Do Not Travel” that coincides with the planned travel period for a destination. This applies to claims where the travel period is within 3 months of you contacting us. For anything booked further in advance we would assess travel restrictions closer to the travel period.
For policies purchased on or after 23 January 2020
There is no cover for losses or expenses to COVID-19 from 23 January 2020 onwards – as this was considered to be a known event following DFAT advice regarding the emergence of the coronavirus in Wuhan, China.
The policy excludes cover if your certificate of insurance was issued after an alert or warning was made regarding an outbreak or possible outbreak of a human pandemic, epidemic or any other outbreak of infectious disease. All other coverage applies as per the terms and conditions of the Product Disclosure Statement.
We allow all customers to cancel their policies at any time, including:
We provide a 24-hour emergency assistance hotline for you to call if you have any difficulties while travelling. Call from anywhere in the world to speak with a highly trained, multilingual consultant (we accept reverse charges for overseas calls), or email TravelAssist@cgu.com.au.
For emergency travel insurance assistance, please call our 24-hour emergency assistance hotline:
Within Australia: (02) 8895 0698
While overseas: +61 2 8895 0698
For all non-emergency claims, please contact CGU upon your return to Australia.
Making a travel insurance claim
Simply call CGU Insurance on 13 24 80
Once your claim is lodged with CGU, we will allocate a case manager who will contact you regarding next steps. Your case manager will keep you informed about the progress of your claim.
We will assess any claims for travel cancellation and luggage damage.
We will inform you of any excess payable when you lodge your claim.
Travel Advice and Information
Please contact your travel provider prior to cancelling any upcoming travel arrangements. Your travel provider may be able to assist with options and potential changes in services enabling rearranging your travel or providing credits or refunds depending on when you are due to depart.
For full information relating to the COVID-19 outbreak please refer to the Australian Government's Smart Traveller website for more information on the risks and advice on the preventative measures
This information must be read in conjunction with the Product Disclosure Statement (PDS) and is subject to terms, conditions, limits, and exclusions. These terms, conditions, limits and exclusions are detailed in the PDS.
We'll provide cover for the ambulance, hospital and surgery while travelling overseas
We'll cover the costs for luggage, cameras, clothes and more
We're here on the phone 24/7 and ready to help.
Read the Product Disclosure Statement (PDS) for the full list of product features.
If you need unexpected medical or emergency dental treatment while overseas, we’ll cover you.
If you need to cancel your trip due to unforeseen circumstances, we’ll refund your prepaid flights and accommodation.
If you have an accident in your rental car, we’ll cover the vehicle’s insurance excess (only available on some plans).
If you lose your passport, have an accident or the weather goes bananas, we’ll cover accommodation and travel expenses.
Whether it’s your first trip ever or just your first trip this year, we’ve got you sorted.
Your big global adventure awaits and no one knows what’s ahead. So get covered, just in case.
Enjoy your family holiday with peace of mind knowing that you and your loved ones are all insured.
If you’re a seasoned traveller, you’ll know that things can and do go wrong. You know what to do.
There are four levels of cover to suit your needs and budget:
When you’re travelling around Australia, you’ll enjoy your trip more knowing you have cover for:
Hitting the slopes? Get peace of mind with optional extra cover for snow holidays including:
If you’re heading on a cruise, we have optional cruise cover available for your grand voyage. You’ll get:
If you’re taking important possessions with you, we’ll cover the replacement of items such as:
Conditions apply to all cover types. Please see the PDS for full terms and conditions.
Got questions about travel insurance? We’ve got answers.
If you need to cancel your flights due to unforeseen circumstances, we’ll reimburse you the purchase cost. If you used frequent flyer points, we’ll pay you the value of those points. If your flights are delayed or interrupted for over 6 hours outside of your control, we’ll cover additional accommodation, meals and expenses incurred while you wait.
We cover 44 pre-existing medical conditions, as listed in the Product Disclosure Statement (PDS), at no additional cost. To find out if your condition is covered, we’ll ask you questions when you get a quote. If your condition is not on the list, you may need to complete a medical assessment.
Call us for assistance on 13 24 80
The maximum amount we will pay for luggage depends on the level of cover purchased. You can choose to increase this level by specifying individual items on your policy (at an additional premium cost).
Yes, provided you are less than 24 weeks pregnant, it is a single pregnancy, there are no unexpected complications and your pregnancy was not medically assisted.
If your pregnancy was medically assisted or there are complications, you will need to complete a medical assessment to determine if cover is available.
If you are more than 24 weeks pregnant, you won’t be covered for any medical treatments required due to your pregnancy. Please check with your doctor before arranging travel plans.
If you are a temporary resident of Australia with an Australian Visa, you can still get travel insurance. (We do not cover temporary residents on tourist or working holiday visas.) Please see the Product Disclosure Statement (PDS) for eligibility and further information.
Every day, thousands of Australians trust CGU Travel Insurance.
We’re backed by CGU, one of Australia’s most trusted insurers, with more than 165 years of experience.
We believe in contributing to our local communities, and we’ve raised thousands of dollars for worthy causes.
Please refer to the Travel Insurance Product Disclosure Statement (PDS) for details on limitations and exclusions. The advice on this web page is general advice only and does not take into account your individual objectives, financial situation or needs ('your personal circumstances'). Before using this advice to decide whether to purchase or hold this insurance policy, you should consider the appropriateness of it having regard to your personal circumstances.
Horizon Bank ABN 66 087 650 173 acts under its own Australian Financial Services Licence (no. 240573) and under an agreement with the insurer, Insurance Australia Limited ABN 11 000 016 722 trading as CGU Insurance (CGU). Backed by IAG. Insurance is issued by CGU. You can get a Product Disclosure Statement (PDS) for the products from any branch of Horizon Bank or CGU. You should consider the PDS in deciding whether to buy or hold the product.