Updated information about Mt Agung in Bali
Allianz Global Assistance
Aussietravelcover Travel Insurance and CHI Travel Insurance
29 June 2018
As you may be aware, Mount Agung volcano in Bali has experienced high levels of activity and periodic eruptions since September 2017. Mount Agung’s recent eruptions have caused a volcanic ash cloud and visibility issues across parts of Bali. As a result, flights in and out of Denpasar Airport are currently being interrupted. These volcanic activities also affected air travel in November 2017. The activities effected air travel in November 2017 and again from 28 June 2018.
If you are currently travelling:
As a provider of assistance services, it is always our priority to assist our customers where possible and within our ability to do so.
Please consider your safety first and follow advice from local authorities.
If you have been affected as a result of events in Bali and require medical assistance, please contact our Emergency Assistance team on 001 803 61 098 or speak to your local operator and ask to be put through reverse charge to +61 7 3305 7499.
If your travel arrangements have been affected by this event, we firstly recommend contacting your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements.
If your pre-booked travel arrangements have been affected and you have a travel insurance policy that provides coverage for delays or cancellation of travel arrangements, you may be able to claim for additional travel, accommodation and meal expenses. Please ensure you keep all receipts and proof of purchases to submit with your claim.
Please refer to your Policy Disclosure Statement for the terms, conditions, limits and exclusions that apply.
If you have any queries about your policy benefits please contact our Allianz Global Assistance Information Hotline on 1300 725 154.
Keep up to date on advice from travel providers by visiting their websites directly.
Please make yourself aware of the advice issued by DFAT via its website smartraveller.gov.au. Always monitor the media and other sources about possible new security risks.
If you have not yet departed:
If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the Mt Agung volcanic ash cloud and you have a travel insurance policy that provides coverage for delays or cancellation of travel arrangements you may be able to make a claim for cancellation or rearrangement of your journey (whichever is the lesser). Please refer to your Policy Disclosure Statement for the terms, conditions, limits and exclusions that apply.
We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details. Contact our Allianz Global Assistance Information Hotline on 1300 725 154 if you would like to clarify your policy entitlements.
If you entered into a policy after 7am (AEST) Friday 29 June 2018, we would expect that this was done with an awareness of the increased activity of Mt Agung and that this could affect travel. For these policies, where that is so, claims that arise due to volcanic activity associated with Mt Agung (for example, flight delays or cancellations) may not be covered or have reduced cover.
Policy coverage and benefits vary based on individual circumstances. We encourage travellers to read their travel insurance Product Disclosure Statement to understand what they are covered for and any limits and exclusions that apply.
We will assess all claims in accordance with your Product Disclosure Statement (PDS) and Certificate of Insurance.
(Advice for the PDS effective 15 August 2016; Updated as at 12pm on Tuesday 3 July 2018, AEST)
Mt Agung in Bali continues to be active. The official exclusion zone is still in place and the probability of further disruptions due to this activity is known. A number of flights have recently been cancelled or postponed. The cover cut-off below remains in place.
For policies purchased up to 8:05pm (AEDT) on Tuesday 21 November 2017, cover is available for the lesser of cancellation or rearrangement costs when, as a result of the volcanic activity, you have no alternative but to cancel or rearrange your upcoming trip. Refer to Event 2.2 - Your flight, other scheduled transport or overnight tour is delayed, cancelled or rescheduled before your trip starts.
Cover is also available for cancellation or extra trip costs when, as a result of the volcanic activity, your flight, other scheduled transport or overnight tour is delayed, rescheduled or cancelled. Refer to Event 3.2 - Your flight, other scheduled transport or tour is delayed – and it’s not the operator’s fault. Other sections of the policy wording apply; please refer to the PDS for further details.
For policies purchased after 8:05pm (AEDT) on Tuesday 21 November 2017, cover is not available for claims arising from any volcanic activity, including any new ash cloud events, as such events are no longer unforeseen.
This restriction of cover also applies to any travel plans made or changed after 8:05pm (AEDT) on Tuesday 21 November 2017 where you are impacted by the volcanic activity.
We are monitoring the situation and will advise when this position changes. Refer to your providers following service interruptions; they can best assist with making alternative arrangements.
Mount Agung in Bali erupted again on 28 June 2018, sending volcanic ash and smoke 2km into the air. This latest activity follows ongoing volcanic activity since the initial eruption in November 2017, and has impacted flights to and from Bali.
Please note the embargo that was made effective in September 2017 remains in place.
Important information about your travel cover
An embargo was put in place in September when the eruption was first anticipated. It means there is no cover for claims arising from any volcanic activity for policies purchased or cover activated after 14:00 AEST on Thursday 21 September 2017.
In November 2017, Bali's Mt Agung erupted, after two months of initial activity.
Indonesia’s Centre for Volcanology and Geological Hazard Mitigation updated the status of volcanic activity at Mount Agung on 10 February, downgrading the alert from a level four ‘Caution’ to a level three ‘Standby’.
Following this downgrade, further eruptions have occurred. The alert status for Mt Agung remains the same – level three ‘Standby’. At this level, an eruption can occur at any time.
The volcano, located 72kms from Kuta, is a popular tourist destination.
Tourists and residents are advised not to climb or conduct any activity in the Hazard Zone, which includes the crater of Mount Agung and a radius of 4km from the summit.
It is still considered safe to travel in Bali outside of the Hazard Zone, described above.
QBE would like to assure you that we continue to monitor the situation and investigate any impact it may have on your travel plans. We will update you on the situation as it evolves.
Volcanic activity at Mount Agung is continuing – this is an ongoing eruption
People near Mount Agung should be ‘on alert’ despite the activity reducing
People are advised not to climb or conduct any activity in the Hazard Zone
It is considered safe to travel in Bali outside of the Hazard Zone
Tips for travellers
- If you are in Bali, stay safe. Follow instructions from local authorities.
- Contact your airline or tour operator to check if tourist services have been affected.
- If you need to change your travel arrangements, contact your airline, cruise company or travel agent for assistance in the first instance. Refer to your policy wording for more detail or contact our Customer Service team to discuss your plans before making any changes.
- While our policies have different limits and levels of cover, the following information will help when making a claim.
If you need to stay in your location longer than expected, keep receipts for additional accommodation. You may be able to claim for these costs, depending on your policy and cover. Try to choose comparable accommodation to where you were staying before your travel plans were disrupted.
If you incur additional meal expenses, try to keep itemised receipts. There may be coverage under your policy for reimbursement of meals.
For policies issued before 14:00 21/09/2017, if your flight is cancelled or delayed, you can claim cancellation costs or additional costs to defer or reschedule your flight, provided the additional cost is not greater than the cancellation fees or lost deposits which would have been incurred had the trip been cancelled.
- Injured or ill? Contact QBE Assist as soon as possible. Keep itemised receipts of your overseas medical expenses. Also keep medical and admission/discharge reports from hospitals as these are useful when processing your claim.
- You can lodge your claim while you are away or when you get home. Making a claim is easy. Just complete a claim form online at www.qbe.com.au/travel, email firstname.lastname@example.org or call +61 3 8523 2777.
- Visit www.smartraveller.gov.au for travel advice updates.
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