Cancellations & delays

Need to cancel your trip or change your plans last minute? Here’s how a Travel by Us covers your travel agent and trip cancellations and delays.

Few things bite like having to cancel a holiday. Maybe you were struck down by chicken pox, or got made redundant out of the blue. Suddenly your holiday plans are up in the air and you’re worrying about getting your airfare or deposit back. Or, what if your flight is delayed or your bags go walkabout?

Travel delays tend to have a domino effect. Your plane’s delayed which means you need to stay over for the night, or maybe two. Worse, you’re now late for that wedding or birthday celebration you’ve been counting down to. Or, you arrive at your holiday destination only to find your bags had ideas of their own. While these things can – and do – happen, breathe easy knowing that we offer a stack of benefits that take care of cancellation and delays.

Travel delay expenses

A hold up at the airport? If your pre-paid scheduled transport is delayed, cancelled or rescheduled Travel by Us will pay you for reasonable additional expenses for accommodation, meals and transfers between transport terminals and accommodation where you are delayed for six hours or more, up to the applicable limit for each 12-hour period of delay.

We’ll also cover the cost of your unusable, non-recoverable, pre-paid accommodation, transfers, tours, events and attractions if you are unable to reach your next destination on time. If you make a claim under both of these covers, we will pay the higher of the two.

A maximum payout of $1,500 is available on Basic and Domestic cover while on Comprehensive cover it’s $3,000.

Keep in mind

• The Travel delay expenses benefit is not available on Saver cover levels.
• Very specific and strict conditions apply. You must be able to give us all receipts and written confirmation from the carrier outlining the reasons for the cancellation, rescheduling or delay and if they offered you any compensation.
• We will only consider additional expenses you have if they are reasonable and necessary and the same as you originally booked, and we will not pay for flights or other transport costs or upgrades for you to continue your journey.
• Not all rules and exclusions have been listed here. Please see the Combined Product Disclosure Statement and Policy Wording for full details.

Cancellation costs

Travel plans on hold? If you have to cancel any pre-paid travel expenses, Travel by Us will pay you the value of the unused arrangements, less any refunds due to you and the reasonable cost of rearranging your trip, where the cost is less than cancellation fees or lost deposits arising because the trip is cancelled.

We will pay your travel agent’s cancellation fee up to 10% of the amount paid to the travel agent or $3,000 per policy—when the fees are paid in full or the maximum amount of deposit is paid at the time of cancellation

We will cover the expense for rescheduling your trip prior to departure provided the cost of rescheduling does not exceed the cost of cancellation. This benefit can only be claimed once per policy per insured person.

A maximum payout of $5,000 is available on Basic, $10,000 Domestic cover, while on Comprehensive cover it’s $15,000.

Keep in mind

• The Cancellation Costs benefit is not available on Saver cover levels.
• Any change of plans because you or your travelling companion change your mind and decide not to proceed with your original trip, or choose not to travel.
• You are not covered for any claims arising from any Natural Disaster. Unless not publicly known of at the time of purchasing this insurance.
• We will not pay the travel agent’s cancellation fees above the level that would have been earned by the agent were the trip not cancelled, and the loss must be due to unforeseen or unforeseeable circumstances outside of your control.
• We use a particular method to calculate the amount we pay you and this can also be viewed in the Combined Product Disclosure Statement and Policy Wording.
• Not all rules and exclusions have been listed here. Please see the Combined Product Disclosure Statement and Policy Wording for full details.

Cancellation or delay claim

​To submit your claim for a cancellation or delay, please provide as much information as possible about what happened.

You’ll need to upload the following documents with your claim:

• Written confirmation from the transport provider who was responsible regarding the cancellation, delay or diversion, whether you’re entitled to any credits or refunds, and details of any credits or refunds that you’re entitled to.
• Proof of the scheduled date and time of the wedding, funeral, conference, concert or sporting event. Receipts for any costs that you’re claiming for.
• Bank statements showing what you paid in AUD, if you paid for costs in a foreign currency with a credit card.

Compare our Cancellations and delays benefits across 4 levels of cover

It’s easy to choose the right level of cover when you compare how each one takes care of specific benefits. Travel by Us offers 4 travel insurance plans to suit every Australian. Compare our travel insurance levels to find the right cover for you.