Mount Agung, Bali

Posted Date: 31 May 2018
Mount Agung, Bali

Updated: 31 May 2018

We would like to provide customers with an update on this event.

Mount Agung is still experiencing volcanic activity, with the exclusion zone and alert level 3 remaining in place.

We’re actively monitoring this event to determine when cover will resume and will update this page as soon as anything changes.

For more information, please see the updates below. 

 


 

Updated: 14 February 2018

Mount Agung volcano continues to erupt, with the exclusion zone and alert level 3 remaining in place.

Am I covered if I purchased a policy after Friday 22 September at 12.00pm NZST?

As this event will not be considered an ‘Unexpected Event’ under the terms of your policy, we will not be able to offer you cover for claims relating to this event.

However, you may be covered if you purchased your policy before Friday 22 September at 12.00pm and your travel plans have been affected by this event.

It is important to remember that you will still be covered for all other unexpected events that occur on your trip that are not related to this event in accordance with your policy.

When will cover resume for travel to Bali in relation to Mount Agung?

Due to the nature of this event, we are unable to provide a specific date. However, we will update this travel advice page as soon as cover has resumed.

For more information, please see the updates below.

 


 

Volcanic eruption - Mount Agung, Bali

Last reviewed: 15 January 2018 

The recent eruption of Mount Agung in Bali has forced closure of the Indonesian airport, causing disruptions to flights in and out of Bali due to the volcanic ash clouds. We are monitoring this event closely and the safety of our customers is our highest priority.

The National Disaster Management Authority has set the alert level for Mount Agung to level 4 (on a level 4 scale). Due to the extreme risk to safety, local authorities advise the exclusion zone remains in place.

Airlines will make their own decisions as to when to cease and resume flights. We recommend you contact your airline directly for up-to-date information:

  • Air New Zealand: 0800 737 000 or +64 (0)9 357 3000
  • Malaysia Airlines: +62 855 7467 0390 (Indonesia) or 0800 777 747 (New Zealand)
  • Qantas Airways: +62 21 2555 6300 (Jakarta) +64 9 357 8900 (New Zealand)
  • Jetstar: +62 803 852 9779 (Jakarta) or 0800 800 995 (New Zealand)
  • Virgin Australia: 0800 67 0000 (New Zealand) or +61 7 3119 7175 (Bali) or 00 1803 061 2002 (Bali fixed line with IndoSat carrier)

Please check the Safe Travel website www.safetravel.govt.nz for any government travel advice.

 

Check whether you’re covered*

If you purchased your policy before Friday 22 September at 12.00pm NZST

If you are currently travelling:

  • If your return to New Zealand is delayed due to this event, your period of insurance will automatically be extended at no charge until you’re reasonably able to return to New Zealand. You don’t need to contact us to arrange this.
  • Please contact your service provider in the first instance. Airlines, accommodation providers and tour companies may provide refunds, credit notes or alter your bookings without charging additional fees.
  • We may also be able to cover you for the extra costs of not being able to return to New Zealand as originally planned, such as accommodation costs and the costs of changing your flights.

If you have not yet departed:

  • We recommend you contact your airline or tour operator in the first instance for up-to-date information on your flight status and what your options are.
  • If your travel plans have been affected by this event, you can submit a claim for either the cost of any additional payments to alter your travel plans or for the loss of your pre-paid travel plans, such as flights, accommodation and tours.
  • Please contact your service provider in the first instance, as many airlines, accommodation providers and tour companies may provide refunds, credit notes or alter your bookings without charging additional fees.

If you purchased your policy after Friday 22 September at 12.00pm NZST

We will not be able to offer you cover for claims relating to this event as this event will not be considered an ‘Unexpected Event’ under the terms of your policy.

However, cover for claims relating to this event will resume if travel-related transport, infrastructure, systems and services previously affected by this event have since resumed and have operated normally for at least 21 consecutive days.

It is important to remember that you will still be covered for all other unexpected events that occur on your trip that are not related to this event in accordance with your policy.

 

Tips on staying safe

  • Follow the advice of the local authorities at all times, including any evacuation orders, and stay outside the exclusion zone around the crater.
  • Closely monitor media and news channels to stay up-to-date with any developments.
  • Visit the Ministry of Health website for advice on how to prepare and respond to this event.
  • If you need consular assistance, please contact the New Zealand Embassy.
  • Keep in touch with family and friends in New Zealand with updates about your safety and whereabouts. 

Claims information

All claims will be assessed based on your policy cover. Certain limits, conditions and exclusions will apply. Please refer to your policy documents you received when you purchased your travel insurance.

When you are ready to submit a claim, you will also need to send us your supporting documents, such as:

  • Original receipts for any additional expenses you may incur.
  • Documents (such as itineraries) that show us the cost of your original and your altered travel plans.
  • Documentation from your service provider stating their policy regarding compensation/refunds relating to delays or cancellations caused by this event.

 

Any other questions?

If you have an emergency, get in touch with our Emergency Assistance Team as soon as possible on
+64 9 359 1600.

For all other queries, please contact our Customer Service Team directly at info@scti.co.nz.

 

* Terms and conditions apply. Please refer to the policy wording or contact us at info@scti.co.nz for further information. 

 


 

Volcanic Activity - Mount Agung, Bali

Issued: 22/09/2017

Emergency Assistance

If you have an emergency, please contact our Emergency Assistance Team as soon as possible on +64 9 359 1600.

Safetravel.govt.nz

Please check Safe Travel www.safetravel.govt.nz for any government travel advice.

If you purchased your policy prior to Friday 22 September 2017 12.00pm NZST, and your pre-paid travel plans have been affected by delays or cancellations relating to Mt Agung:

There is cover under your policy if you have to alter your pre-paid travel plans. This includes any necessary changes to your domestic flights, provided that they are within 12 hours of an international flight.

We will reimburse you the lower of either:

(a) the total value of your actual and reasonable additional alteration costs; or
(b) the total value of your unused, prepaid costs.

Please contact your service provider in the first instance. Airlines, accommodation providers and tour companies may provide refunds, credit notes or alter your bookings without charging additional fees.

If you submit a claim with us, please send the following:

  • Original receipts for any additional expenses you may incur.
  • Documents (such as itineraries) that show us the cost of your original and your altered travel plans.
  • Documentation from your service provider stating their policy regarding compensation/refunds relating to Mt Agung delays or cancellations.

The relevant policy excess will apply to all claims.

If you are currently overseas and your return to New Zealand is affected by delays or cancellations relating to Mt Agung, your policy will automatically extend until you are able to return on the next available flight. You do not need to contact us to organise this extension.

Please refer to ‘Section 2 - Changes to Your Journey’ in your PDS, including Policy Wording for further information.

If you purchased your policy prior to Friday 22 September 2017 12.00pm NZST, and your pre-paid travel plans have not been affected by delays or cancellations relating to Mt Agung:

If you have not yet departed New Zealand, and your flights and accommodation are still operating and available, there would be no cover provided to alter your trip.

If you purchased your policy on or after Friday 22 September 2017 12.00pm NZST:

As the situation involving Mt Agung is not considered to be unexpected from this date and time, there is no cover under your policy for any expenses you may have incurred in relation to the volcano or subsequent events. You will still be covered for other unexpected events according to the terms and conditions of your policy.

Further questions

Please contact us at info@scti.co.nz. This advice should be read in conjunction with your PDS, including Policy Wording.

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Issued and underwritten by Southern Cross Benefits Limited trading as Southern Cross Travel Insurance. 

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