UPDATE: Global Coronavirus Outbreak: Where to now?

UPDATE: Global Coronavirus Outbreak: Where to now?

Issued 9:40PM AEDT, 20th March 2020.
Updated 20:35PM AEDT, 12th May 2020.

Please note: There were previous messages related to the Coronavirus Outbreak. This is our latest position. As further information becomes available, we may add to the contents of this page.

All Clear credit & deferral of policy scheme:

We apologise for any delays caused by the extraordinary volume we have received over the last few months and appreciate your patience during this time.

We understand these unprecedented times have disrupted your travel plans and caused significant uncertainty. Our team has been working non-stop adjusting our processes and technology to enable us to support our customers who have lodged claims during this period, as well as those seeking a credit on their travel insurance policy.

Please email us at allclearclaims@mapfre.com or call us on 1800 78 58 70 and one our customer service agents will walk you through the necessary steps to submit a request for credit towards a future trip with All Clear for valid single trip policies. The credit amount will be calculated based on your travel dates, purchase dates and when the government restrictions were put in place.

For all Annual Multi-Trip policy holders who have not made a valid claim and can no longer travel as planned due to the impact of COVID-19 we will consider a deferral of your policy.

No administration or cancellation fees will apply to the credit or deferment process. *Terms and Conditions apply

As we all come to terms with the Coronavirus pandemic (COVID-19), our focus is to support the Australian community wherever possible. For existing policy holders who have been impacted by the recent government decisions please read the latest travel alert below.

As of 23 March 2020 10.30pm (AEDT), we are temporarily ceasing to issue new travel insurance policies until the beginning of May 2020. We will review this position in line with future government decisions.
The Department of Foreign Affairs Trade (DFAT) travel advice for Australians has been upgraded to ‘Do Not Travel’ (Level 4) for the entire world.

We are currently finalising a credit solution if you have been unable to travel. Please check this page after 6/6/2020 if you would like to apply.

On 18 March 2020, Prime Minister Scott Morrison updated the travel advice for Australians to level four (Do Not Travel) for the entire world.

If you haven’t yet started your trip, you may be covered for the Cancellation Costs under our policies sold before 4pm on 31 January 2020 (AEDT).

When making a claim, we remind you it is a policy condition that you take reasonable steps to avoid or reduce any loss. For this reason, we suggest that all travellers contact your airlines, tour operators, travel agents, transport providers, or accommodation providers to seek refunds (or credits, if refunds are not possible). Subject to this, any outstanding out-of-pocket expenses may be submitted for consideration of payment. Please note that there may be some delays with airlines and hotels and other providers as they are experiencing high volumes of claims and enquiries at this time. If there is no necessity for you to cancel your trip at this time please consider waiting as the travel advice could change, allowing you to continue your travel as originally planned.

The current travel ban determination by the Australian government under the Biosecurity Act is in place until the 17th September. You are still welcome to lodge a claim but it is likely that any claim, based on an inability to travel due to government restrictions, with a departure date from the 18th September onwards will be treated as “change of mind” and will not be approved at this time.

If you purchased your policy after 4pm on 31 January 2020 (AEDT), please note there is no cover available on any of our travel insurance policies if your claim relates to COVID-19. After this time, we consider COVID-19 to be a known incident. The travel insurance policy does not provide cover for any claims relating to an incident which you were aware of at the time you took out the insurance and which could reasonably be expected to lead to a claim. You should seek refunds from the relevant travel providers.

Our teams are working non-stop to serve all our customers and to review each customer’s situation as soon as possible. We are all affected by this unique situation, so we ask for your cooperation at this difficult time.

We strongly encourage you to gather all the information regarding your claim including evidence of all costs refunded and credited to you (if any) before lodging your claim by emailing allclearclaims@mapfre.com

Please note that while the level 4 alert is in place for the whole world, your Policy will now not cover you if your claim results from any overseas travel, including if you decide to remain overseas. For those overseas who wish to return to Australia, the Australian government recommends you do so as soon as possible by commercial means.

All Clear understands that in these unprecedented times the disruption and economic ramifications from the pandemic have significantly affected many of our customers.
So far, we are proud that our team have been able to assist our most in need customers who have had to make a claim for out of pocket expenses due to the inability to travel.

We are grateful to our customers for their patience as we work through this unprecedented volume.

Now, we will also consider all* single trip policyholders who have not made a valid claim and can no longer travel as planned due to the impact of COVID-19 a credit for with no administration or cancellation fees applying. To register for this credit please call us on 1800 785 870 or email us at allclearservice@mapfre.com.

The use-by date of the credit is dependent on the length of the overseas travel ban. Currently all credits last until 17th March 2022, which is 18 months after the end of the existing overseas travel ban. The use-by date of the credit will be extended in line with any extension of the overseas travel ban.

For all Annual Multi-Trip policy holders who have not made a valid claim and can no longer travel as planned due to the impact of COVID-19 we will consider a deferral of their policy. To register for this deferral please all us on 1800 785 870 or email us at allclearservice@mapfre.com.

*Terms and Conditions apply.

Whether or not you intend to return at this time, we urge you to stay abreast of the government updates via www.smartraveller.gov.au.

We appreciate your patience and cooperation during this unimaginable situation.

You will appreciate that the situation continuous to evolve and we encourage you to stay up to date with both our website and all relevant government advisory bodies.

This update is for information and assistance and does not alter the terms of your Policy.

Regards

The AllClear Team