The Australian Government has issued urgent travel and safety warnings for Australians in Ukraine and border regions including Poland, Romania, Hungry, Slovakia and Moldova.

Military action is underway in Ukraine. There have been reports of explosions in Kyiv and other parts of the country. There are reports of Russian troops entering Ukrainian territory, including Odessa. Ukraine has announced a nationwide state of emergency and other local restrictions may be implemented with little warning. This follows increased Russian threats and military build-up near the border with Russia, Belarus and in illegally occupied Crimea. Continue to monitor advice on Smartraveller

The security situation is volatile and deteriorating.

Australian Government officials have been deployed to eastern Poland (Przemysl & Rzesow), Romania (Suceava) and Moldova (Chisinau) to provide consular assistance to Australians departing Ukraine.

The Australian Government will not be able to evacuate you from Ukraine.

(Conflict in Ukraine | Smartraveller, Ukraine Crisis, 25 February, 2022)

As a provider of assistance services, it is always our priority to assist our customers where possible and within our ability to do so.

• Please consider your safety first and follow advice from local authorities.
• The Australian Government’s Department of Foreign Affairs and Trade (DFAT) has opened a portal for new registrations for Australians in Ukraine – “Due to ongoing security concerns, Australian citizens, permanent residents and their immediate family members in Ukraine are invited to register” Register online with DFAT.
• If your travel arrangements have been affected by this event, we firstly recommend contacting your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements.
• If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the Ukraine conflict and you have a travel insurance policy that provides coverage for delays or cancellation of travel arrangements, depending on when you purchased your insurance, you may be able to claim for additional travel, accommodation and meal expenses. Please ensure you keep all receipts and proof of purchases to submit with your claim. Please note, our travel insurance products have General Exclusions that include an exclusion where your claim arises from any act of war. Please see the Product Disclosure Statement or Credit Card Complementary Insurance Booklet for full terms, conditions, limits and exclusions.
• Please refer to your Policy Disclosure Statement or Credit Card Complementary Insurance Booklet for the terms, conditions, limits and exclusions that apply.
• If you have any queries about your policy benefits please contact our Allianz Global Assistance Information Hotline on 1300 725 154.
• Keep up to date on advice from travel providers by visiting their websites directly.
• Please make keep yourself up to date with the advice issued by DFAT via its website smartraveller.gov.au. Always monitor the media and other sources about possible new security risks.

• If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the Ukraine conflict and you have a travel insurance policy that provides coverage for delays or cancellation of travel arrangements you may be able to make a claim for cancellation or rearrangement of your journey (whichever is the lesser). Please refer to your Policy Disclosure Statement or Credit Card Complementary Insurance Booklet for the terms, conditions, limits and exclusions that apply.
• We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details. Contact our Allianz Global Assistance Information Hotline on 1300 725 154 if you would like to clarify your policy entitlements.

If you entered into a policy after 11am, 25 February, 2022, we would expect that this was done with an awareness of the Ukraine conflict and the possibility of these issues affecting travel including the border regions of Poland, Romania, Hungry, Slovakia and Moldova.

For these policies, claims that arise due to the Ukraine conflict (for example, flight delays or cancellations) will be assessed in accordance with your policy wording.   Please note, our travel insurance products have General Exclusions that include an exclusion where your claim arises from any act of war.   Please see the Product Disclosure Statement or Credit Card Complementary Insurance Booklet for full terms, conditions, limits and exclusions.

Policy coverage and benefits vary based on individual circumstances. We encourage travellers to read their travel insurance Product Disclosure Statement or Credit Card Complementary Insurance Booklet to understand what they are covered for and any limits and exclusions that apply.

We will assess all claims in accordance with your Product Disclosure Statement (PDS) and Certificate of Insurance. For complementary travel insurance, we will assess all claims in accordance to the current information booklet for your credit card.

Keep all receipts for any additional transport, food or accommodation expenses you incur. If you are claiming cancellation or additional expenses you will need to submit documents showing what your original planned pre-paid arrangements were, along with any receipts and documents showing your new arrangements, and advice from the travel provider indicating the non-refundable portion of the journey.

Where possible, ensure any replacement accommodation and additional expenses are of a similar standard to that which you had planned and pre-paid.

Please note that any compensation and/or refunds you receive from a third party (e.g. airline) for transport, food or accommodation will be deducted if your claim is accepted.

Make your claim online at www.travelclaims.com.au

• If you have any general queries, please contact our Allianz Global Assistance Information Hotline on 1300 725 154.