COVID-19 and your complimentary travel insurance changes

The terms of your complimentary credit card travel insurance have changed because of COVID-19 (Coronavirus). To help you understand how these changes may affect you and other policy holders, we’ve put together a list of frequently asked questions.

Please note that this page contains frequently asked questions and important information for Eligible Cardholders regarding COVID-19 and with a claim event date on and after 30 June 2022.

Information on this page is correct as at 30 June 2022  

This complimentary travel insurance policy is designed to provide cover under select benefits to eligible travellers, if you or your travel companion are positively diagnosed as suffering a sickness recognised as an epidemic or pandemic such as COVID-19, and cover is expressly included under certain sections of the relevant NAB Policy Information Booklet for which your eligible NAB card is applicable under:  NAB Card Insurance Policy Information Booklet: 30 June 2022 (PDF, 604KB), opens in new window. A General Exclusion for epidemic/pandemic applies for all claims relating to any epidemic/pandemic outside of the select benefits in the applicable policy information booklet. Please note, terms, conditions, limits and exclusions apply.

To receive a formal outcome, Eligible NAB Cardholders must submit a claim.

Eligible NAB travellers who meet the eligibility criteria should be aware that other General Exclusions have the potential to apply.

A General Exclusion is an exclusion which will be applied across all sections of an insurance policy, and applies regardless of when eligibility for cover was gained.  Should a General Exclusion apply, this means that your complimentary credit card travel insurance excludes cover for the event, activities or circumstances (specified in the exclusion) that causes your claim.

To understand what is excluded from the NAB Complimentary Insurance covers, please refer to Part D - General Exclusions section and the section specific exclusions of the relevant NAB Policy Information Booklet for which your eligible NAB card is applicable under:  NAB Card Insurance Policy Information Booklet: 30 June 2022 (PDF, 604KB).

Other exclusions may apply depending upon the circumstances of an individual claim. General Exclusions include but are not limited to:

• where your claim arises because you did not follow an advice or warning that a reasonable person would have been aware of: 
  • by the Australian Government (when a ‘Reconsider your need to travel’ or ‘Do not travel’ alert is in place), which can be found on www.smartraveller.gov.au, opens in new window; or 
  • which was published in a reliable mass media source.

     

• any interference with your travel plans by any government, government regulation or prohibition or intervention or official authority. For example, if Smartraveller, opens in new window has a warning, ‘Do not travel’ or ‘Reconsider your need to travel’ due to the risk of COVID-19 infection for a destination, and a cardholder chooses to ignore the warning and is infected with COVID-19, cover may be excluded.  Or if a government closes its borders to inbound travellers due to COVID-19 and you are unable to enter and follow your planned travel across the closed border, cover may be excluded.

If you are unable to travel as a result of contracting COVID-19, Cancellation cover may be provided to eligible travellers, if you or your travel companion are positively diagnosed as suffering a sickness recognised as an epidemic or pandemic such as COVID-19, and cover is expressly included under the Cancellation section of the relevant NAB Policy Information Booklet for which your eligible NAB card is applicable under: NAB Card Insurance Policy Information Booklet: 30 June 2022 (PDF, 604KB), opens in new window. If you are unable to travel as a result of an Epidemic or Pandemic related event which does not include you or your travel companion being positively diagnosed as suffering a sickness recognised as an epidemic or pandemic, for example a border closure, there may be no provision to claim as a general exclusion for epidemic and pandemic applies. A General Exclusion for epidemic/pandemic applies for all claims relating to any epidemic/pandemic outside of the cancellation benefits in the applicable policy information booklet. Please note, terms, conditions, limits and exclusions apply.

You therefore need to consider your own personal circumstances. We are not able to provide you with a cover decision before submitting a claim. To receive a formal outcome, NAB Eligible Cardholders must submit a claim.

You should also contact your travel agent or travel service provider (airline, cruise line or Tour Company, etc) as they may be able to support you in obtaining refunds, credits or travel re-scheduling.

Every NAB Eligible Cardholder can submit a claim and have their individual circumstances considered in accordance with the eligibility criteria which includes the terms, conditions, limits and exclusions that apply as set out in the NAB Card Insurance Policy Information Booklet: 30 June 2022 (PDF, 604KB), opens in new window.

 You can lodge your claim online via our online portal Online Claim (claimmanager.com.au), opens in new window.

If you have questions, send us an email via cardclaims@allianz-assistance.com.au.

Or give our Claims team a call on 1800 187 025, Monday to Friday, 8:30am to 5:00pm (AEST/ADST).

Remember to stay up to date on Travel Information for COVID-19 from the Department of Foreign Affairs and Trade (DFAT) Smartraveller, opens in new window website, World Health Organisation, opens in new window (WHO) and Department of Home Affairs, opens in new window.

Always consult the smartraveller.gov.au, opens in new window website prior to any travel. In addition to visas, COVID-19 testing, and proof of vaccination requirements, many countries now have compulsory insurance and medical cover proof conditions.  Check with the nearest embassy, consulate, or immigration department of the destination you are entering. If you require additional documentation regarding the complimentary international travel insurance policy due to international entry requirements, please contact us on  1800 754 190.