Updated: 30 October 2023

Australian Financial Complaints Authority (AFCA) has received a small number of complaints about the denial of travel insurance claims that relate to coronavirus (COVID-19).

Before travelling or purchasing travel insurance, consumers should check with their insurance provider about what their policy covers, as policies differ. If a consumer has cancelled their travel arrangements they should talk to their travel agent, airline and accommodation providers first about a refund. Following that, they should contact their insurer about making a claim. Each claim should be judged on its merits and based on a fair interpretation of the travel insurance policy. AFCA expects insurers to respond quickly and efficiently to insurance claims.

Consumers can come to AFCA if they are unhappy with the outcome of their claim and are unable to resolve this directly with their insurer.

You can contact AFCA on 1800 931 678 or afca.org.au. More information and frequently asked questions about the coronavirus disease (COVID-19) outbreak is available on the AFCA website.


Published: 6 March 2020


Media enquiries media@afca.org.au

About AFCA

The Australian Financial Complaints Authority (AFCA) is a non-government ombudsman service providing free, fair and independent help with financial disputes. It is a one-stop-shop for consumers and small businesses who have a dispute with their financial firm, over things such as banking, credit, insurance, advice, investments or superannuation. Where an agreement cannot be reached between parties, AFCA can issue decisions that are binding on financial firms.

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