Bali's Volcanic Eruption - What You Need to Know

After months of activity, Mount Agung, an active volcano is East Bali, Indonesia, has finally erupted. The ensuing ash cloud closed the airport, leaving thousands of travellers standed and unclear as to whether they are covered by their travel insurance. While the airport has temporarily opened to allow flights out, changing weather conditions are limiting the windows to leave.

Whether you're stuck in Bali now, have plans to travel there soon, or are considering travelling to a volcano zone in the future, our helpful tips will help you make the most out of your trip...

For the most up to date information on Bali's Mount Agung click here.

Am i Covered?

It all depends on the nature of your policy and when you purchased it. When it comes to travel insurance cancellation cover you'd only be covered for an unknown event. A ‘known’ event refers to one that is not unforeseen or has been widely broadcast across mainstream media. For instance, once an event has been announced in the media, travellers would not be covered for any losses incurred. Insurers will typically set cut-off dates whereby cover for a specific event would be put on hold and only resumed after a period of restricted cover. In mid-September, Indonesia deemed an eruption to be imminent, and insurers introduced these cut-off dates and exclusions for disruptions as a result of Mount Agung. Some insurers lifted these cut-offs when volcanic activity decreased, and imposed new ones when activity increased again. So if you purchased a comprehensive policy that covers natural disasters before the cut-offs, good news – you’re covered!

Insurer cut-off dates

1Cover, DU insure, Simply Travel Insurance: if purchased before 10am 16th September, or between 9am 6th November – 12pm 22nd November 2017

Go Insurance: if purchased before 10am 17th September

Zoom Travel Insurance: if purchased before 10am 18th September

Covermore: if purchased before 2pm 18th September

Australia Post, Virgin Money, Worldcare, Webjet: if purchased before 7am 19th September

Insure and Go, Tick Travel Insurance: if purchased before 11:59pm 20th September or between 3:20pm 31st October and 7:30am 22 November

Budget Direct, 1st for Women: if purchased before 12pm 20th September

Fastcover, Real Insurance, Woolworths: if purchased before 4pm 20th September

Easy Travel Insurance, Travel Insurance Saver: if purchased before 2pm 21st September

Southern Cross Travel Insurance: if purchased before 10am 22nd September

Travel Insurance Direct: if purchased before 8:05pm 21st November

What if i'm stuck in bali?

Stay alert & stay safe: Stay away from the exclusion zone around the volcano - ash fallout can cause health issues including respiratory distress and eye irritation. People with pre-existing medical conditions may be particularly vulnerable. Subscribe to travel alerts and updates from smartraveller.gov.au. Monitor local media and follow the instructions of local authorities.

Contact your airline: Wind changes are allowing some airlines to offer flights out. Airlines are accountable for return flights you’ve paid for, and most are offering rescheduled flights at no penalty. Contact your airline directly for updated flight schedules, and follow their social pages for quick access to information when lines are busy.

Air Asia +62 21 2927 0999 (Jakarta) +62 804 1333 333 (Bali) @AirAsia @AirAsiaAustralia

Garuda +62 361 232 400 (Bali) @IndonesiaGaruda @GarudaIndonesia

Jetstar +62 803 852 9779 (Jakarta) +61 3 9645 5999 (Australia) @JetstarAirways @JetstarAustralia

Malaysia Airlines +603 7843 3000 (outside Malaysia) @MAS @anz.malaysiaairlines

Qantas +62 21 2555 6300 (Jakarta) @Qantas

Virgin Australia +61 7 3119 7175 (Bali) 13 67 89 (Australia) @VirginAustralia

Enjoy you extended stay - reasonably: If you’re grounded and have comprehensive travel insurance, you can enjoy the extra days in paradise – but don’t splurge on business class flights or six-star hotels if you’ve been staying in hostels. Insurers often talk about ‘reasonable’ or ‘equivalent’ expenses in their coverage. And always get your receipts – take photos of them and email them or upload them to the cloud, just in case.

Confirm your visa status: While most Aussies on short stays (under 30 days) don’t require a visa to visit Bali, those staying longer do. While Indonesia’s Tourism Minister has said that visas will be automatically extended for people stuck because of the ash cloud, some travellers have reported issues on the ground. Getting a letter from your airline, or contacting the Australian Consulate in Bali (+62 361 2000 100) may be helpful.

What If I'm Going To Bali?

Many airlines are offering customers flights to alternative destinations, such as Thailand, Malaysia and Tokyo. If you choose to go to an alternative destination, contact your insurer about updating your policy and claiming for any arrangements in Bali you can't get refunded. Otherwise, the airlines may offer rescheduled flights to Bali or refunds - contact them now to find the solution that's right for you. If you have insurance - but won't be able to travel for health reasons related to the volcano, speak to your doctor and get documentation. If they confirm you're unfit to travel, you may be covered.

If you don't have travel insurance - you won't be able to apply for coverage for cancellations or delays related to the volcano as it's a 'known event' - one that is not unforseen or has been widely broadcast. We still recommend purchasing comprehensive travel insurance for peace of mind in the event of loss, theft or medical events.

What Am I Covered For?

Medical: A bout of food poisoning, an unfortunate case of whip-lash, a nasty case of malaria. Really anything can happen on your holidays. Luckily your policy will cover the exorbitant expenses of overseas hospital cover.

Cancellation fees and lost deposits: An unexpected earthquake, an unforeseen accident on route to the airport or a severely sick family member would really put a hiccup in your holiday. Your travel insurance will cover cancellations for events such as natural disasters, accidents, hijackings, severe sickness or injury. Luggage and personal effects: Theft, loss and damage to your belongings is common on trips overseas. Your travel insurance has your back when it comes to pocket pinchers and suitcase snatchers.

Personal liability: If you injure someone or are held accountable for damaged property the consequences could be disastrous, particularly when you are unfamiliar with local laws and regulations. In such an event, your policy will cover your liability costs, to a degree.

What AM I NOT COVERED FOR?

Unattended items: Keep a strong hold over all your belongings as leaving your stuff unsupervised will not be covered for.

Being intoxicated: Whether your drink of choice is a beer or glass of wine, all claims related directly to alcohol and drugs will not be paid. Have fun in moderation!

High risk activities: From rock climbing to scuba diving, adrenaline junkies are spoilt for choice on their holidays. But watch out, as participating in risky activities may not be covered by your policy. Be sure to scan your policy’s small print to check out which of your preferred heart pounding activities are covered.

Pre-existing conditions: As we've already mentioned, pre-existing conditions or disabilities that exist before you travel are generally not covered. Check your policy wording to see what conditions are covered automatically, and which ones require a medical assessment first.

Tips for claiming

While some people think that your claim starts when you get home, what you do while you're away can affect whether and how quickly your claim will be approved.

Have insurance details handy: Most insurers have a 24-hour helpline to contact in an emergency, often with reversed charges. If your holiday isn't going to plan, they can advise you over the phone what to do next to minimise the risk of a denied claim. Take a print out of your insurance information with you at all times, and be prepared to quote your policy number.

Report as soon as possible: If you're experiencing delays or cancellations as a result of the volcano, your first point of call is your airline, as they are accountable for providing you with a return flight if you've paid for one. If you are in need of medical attention overseas contact your insurer as soon as you are able so they can guarantee payment to the healthcare provider.

Keep evidence: For cancellation or rescheduling costs for transport or accomodation, you will need receipts, tickets/itineraries or a letter from your travel agent showing changes to your journey. For medical expenses, you will need to provide written confirmation of illness or injury from a qualitied medical practicioner. Take photos of documents and email them home or upload them to the cloud for peace of mind.

Beware of increased excesses and any benefit limits that apply: Make copies of any original documents you send - if your documents are lost in transit to your insurer and can't be verified, this can prevent settlement of your claim.

What can I do if I'm unhappy?

Talk to your insurer: If you believe an error was made in processing your claim, your first contact is your insurer. If a claim has been denied for a lack of documentation, you may be able to amend your claim. If it has been denied for another reason, your insurer's complaints department may be able to resolve your issue.

Contact the Ombudsman: Insurers have a duty of care to clearly inform customers of limits and exclusions to the coverage they offer. If the Product Disclosure Statement was unclear, or you believe you were misled or not adequately informed, contact the Financial Ombudsman Service on 1800 367 287.

Planning your next trip

While we'd all like to think that our holidays are going to be stress-free, the combination of new surroundings, complex travel arrangements and a more adventurous spirit mean that complications can arise. Consider our handy tips for protecting you and your family:

Get travel insurance - early! Whether it's a volcano during your trip, or a broken leg three weeks before, it's important to get travel insurance as early as possible. As soon as you have a destination and dates - usually when flights are booked - get yourself covered!

Register with SmartTraveller Register your trip details with smarttraveller.gov.au, and read up on the travel advice for your destination. Sign up for alerts for the region you're headed to, so you're in the know about what's going on and what to do.

Consider a comprehensive policy While budget or medical-only options look appealing, an extra $50 or so now on a comprehensive policy could save you thousands later. As a general rule, lower priced, basic policies would not provide cover for cancellation or travel delays. If you're cruising or engaging in adventure sports, make sure that your policy covers you, or ask about add-on options.

Check with your insurer Always check the fine print in the Product Disclosure Statement of the policy you're considering. Most Australian travel insurance policies cover unforseen natural disasters, but various companies will have exclusions for particular disasters, like volcanoes or flooding. If you have any concerns or aren't sure, check with your insurer that they will cover you before you purchase a policy, and get it in writing for peace of mind. Remember, don't let natural disasters blow your cover. Travel insurance ensures your trip is still a blast!

Useful Links

• smartraveller.gov.au
• Compare Travel Insurance Natural Disasters Guide
• Compare Travel Insurance Bali Surf Holiday Guide
• Compare Travel Insurance Bali Travel Insurance
• Compare Travel Insurance FAQs
• International Volcanic Health Hazard Network Pamphlet
• Dr Janine Kripper (Vulcanologist) - Twitter
• Mt Agung Live Webcam