That's unexpected.

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.

Policy Cancellation
We allow all customers to cancel their policies at any time, including:
• within the 21 day “cooling off” period, we refund the full premium,
• After the 21 day “cooling off” period, we refund the unused portion of the policy (less an admin fee)

Emergency assistance
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 help@faops.com.
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.

Emergency Assistance Hotline support is available 24/7 which may include:

• Help securing travel information
• Referral to resources for legal advice
• Help with recovering lost items
• Medical advice from a medical professional
• Referral to appropriate doctors, hospitals and specialists in your location
• Transfer back to Australia when medically necessary

If you need to cancel your flights, or you cannot travel due to unforeseen circumstances beyond your control, your lost costs paid in advance will be reimbursed and you'll be reimbursed for loss of your frequent flyer points if you paid via points. If your flight is delayed or interrupted for over 6 hours outside of your control, costs of additional accommodation, meal or alternative transportation will be covered. Limits, restrictions and conditions apply, see PDS for full details.

More than 40 pre-existing medical conditions are covered, as detailed in the Product Disclosure Statement (PDS). These include migraine, gastric reflux, eczema, glaucoma, sleep apnoea, hormone replacement therapy, and more. You can also complete an online medical assessment to apply for additional cover we may provide for other pre-existing conditions.

If you are a temporary resident of Australia with an Australian visa, you may still be able to get travel insurance. However, temporary residents on tourist or working holiday visas are not eligible. Please see the Product Disclosure Statement (PDS) for eligibility and further information.