By Antje Lauterbach on 01 July 2016

Wednesday’s attacks at Istanbul’s Ataturk airport have disrupted travel to and within Turkey. If you’re in Istanbul and you want to know how your travel insurance can help you, we’ve answered some FAQs below. For more information, please call our customer service team:

Australia: 1300 669 999

New Zealand: 0800 55 99 11

International: +61 2 9463 3399

For up-to-date information about the situation in Turkey, please check the following websites relevant to your country of residence:

Australian residents: check the Australian Department of Foreign Affairs and Trade (DFAT) website.

New Zealand residents: check the NZ Ministry of Foreign Affairs and Trade (MFAT) website.

Am I covered if I am injured in a terrorist incident whilst on a trip?

Any customer who is injured or killed in a terrorist incident will be covered under the travel insurance policy for medical expenses and repatriation. As such, our 24-hour emergency team will be available to take immediate care of things and to arrange necessary medical treatment and prepare your return home. The team will also make sure your relatives and travelling companions are kept up-to-date. For our medical emergency assistance helpline call +44 207 902 7405.

Am I covered if I wish to cancel my upcoming trip to Turkey?

Unless the Government of your country of residence has advised against travel, your travel insurance will not typically offer compensation. At the moment, neither the Australian or New Zealand Governments has advised against travel to Turkey (except for the existing advice against travelling within 10km of the border with Syria and to the city of Diyarbakir – advice which pre-dates the Ataturk International Airport attacks). The general advice is that flights to and from Ataturk International Airport are resuming gradually, and that travellers should contact their carrier for updated information before travelling to the airport.

Am I covered if I am on holiday in Turkey and wish to return home early?

If your trip is not directly affected by these events, then your policy does not provide cover for the cost of changing your flights to return early. However, we would suggest you contact your airline or travel provider in the first instance to see if they can offer anything suitable in this regard.

My flight was diverted and we have been delayed on our return journey home, am I covered?

In the event of a terrorist attack your travel insurance will only cover you under certain sections of the policy, for example medical treatment and hospital benefit if you have been injured in the attack. Your policy does not provide cover if your journey home is delayed as a result of terrorism.

I have rescheduled my travel arrangements; can I transfer my insurance to my new travel arrangements?

If your travel insurance premium changes because of your new travel arrangements, for example due to a change in destination or duration, the cost of the policy will be adjusted. This means we will refund you the difference if the new premium is lower or make a charge for the additional amount if the new premium is higher. Your travel provider may charge you an administration fee to make any changes to your travel arrangements, these additional charges will not be covered on the policy.

I am stranded abroad because of the aftermath of the Ataturk attack, is my cover still in force?

In the first instance you should contact your airline or travel provider to see if they can arrange for you to return home. If you are likely to be delayed past your original return date, then you should contact us to discuss extending your policy to ensure you’re covered until you get home.


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