I purchased travel insurance from Woolies Insurance in March for a flight to New Zealand that was supposed to happen in April-May, however, due to the Coronavirus border restrictions I ended up having to cancel my flight which caused me to lose some money due to cancellation fees.
Tried to claim these cancellation fees through my travel insurance (roughly $300 worth), however, was denied by woolies insurance as the event was 'likely to become a pandemic'. I disagree with the outcome due to there not even being one confirmed case in both Austra...lia or New Zealand at the time I purchased the insurance, however, I asked for a refund on the policy and was granted a refund on the insurance policy which I think is fair. Not sure if I'd use in the future, however, it's good that they were still willing to give a refund on the policy which I think is fair.
Terrible Customer Service
Due to Virgin collapse and refusing refunds. Turned to Woolworths Travel Insurance for our claim and encountered two very, very incompetent employees, I now have a cancelled policy with no further response from customer service staff. Very scripted rejection of policy
Definitely would not recommend this service
Customer can't win.
I purchased an annual multi-trip insurance in the hope of being covered.
The insurance and airfares we payed 4 months before any sign of the 100 year flu.
Needless to say when virgin cancelled our flight due to border closing we claimed the replacement
Qantas flights on our insurance,no luck.Had another go and again no.
When I tried to cancel the remaining insurance to recoup some losses,guess what,no go.They can,t lose.
So if I was you I would ask Woolies what they do cover rather than what they don't.It will be a very short list.
Overseas experience with company Very satisfied with assistance when I had a heart attack
When suffering a heart attack in Thailand the assistance and phone calls were of much help and comfort The claims department were equally helpful as it was a substantial amount
Unexpected result but very welcome one!
We booked an overseas trip and took out travel insurance with Woolworths in the middle of last year, with an anticipated departure date in March 2020. As the coronavirus situation escalated, we made the difficult decision to cancel our trip the day before departure, which was two days before the pandemic was declared. Our travel agent refused our request for a refund or credit note, stating that the tour was still proceeding, even though most of it was in Italy which was now locked down. They advised me to go through our travel insurance to c...laim. I was already acutely aware of the general exclusion for pandemics, but lodged a claim anyway. I was surprised and absolutely delighted when I received an email from Woolworths Travel agreeing to compensate us for a portion of our cancellation costs on an ex-gratia basis. Even though we are still out-of-pocket, to get part of our money back is better than nothing. Thanks Woolworths, if we ever travel again (and that is a big IF given our experience this time) we would certainly consider taking insurance out with you again, but only if we can get "cancel for any reason" insurance.
If you want a company that will suppprt you in time of need when travel gets cancelled DON'T bother with Woolworth's travel insurance. Such a waste of money buying the insurance.
Worst Travel Insurance
I felt our policy was good value. We returned from our holiday on 26th Oct and have not had our claim resolved yet. Only used Woolworths once and never again.
Should have gone to a proper insurer instead of a supermarket!
I took out comprehensive travel insurance with Woolworths in early January - before Coronavirus reared its head. Have just checked their website in case I cant travel as planned later in the year. They have issued a 'statement' which completely absolves Woolworths of any responsibility to cover travel problems incurred because of this outbreak - even though at the time I took out insurance, COVID-19 was an unknown event. That's the whole point of insurance, isn't it? ie. to cover you in the event of an unforseen problem? Looks like I should ha...ve gone to AAMI, Budget, CGU, HBF or another more reputable insurer - who are apparently honouring policies taken out before 21st January. Woolworths took my money; then basicly voided the policy I took out. Is this legal?
Very let down
As will many others, we booked our travel insurance months in advance of the corona virus becoming a known event...but there in the small print Woolworths insurance excludes a pandemic. It is tragic and devastating enough for people losing their dream holidays, but to find out you are not covered for such an unforeseeable event is just awful. The whole point of having insurance is to protect yourself - so many are suffering but woolworths insurance are happily announcing on their website that they have excluded themselves so don't even bother trying. This was the first time and definitely the last time I will ever get insurance with Woolworths. We should all boycott such cold and unhelpful businesses
My wife and I booked our holiday flights and accomodation well in advance. This was prior to any news regarding the coronavirus. I've just found out we're not covered for pandemics or epidemics. Be very careful when taking up insurance. All these companies are keen to take your money, but then won't look after you when something like this happens. It's no fault of our own yet we're likely to lose over $5k due to this virus and not be able to go on our holiday.
Ex-gratia payment to cover costs even though not eligible
The claim did not meet the policy rules however WW made an ex-gratia payment which covered most of the loss. Policy is excellent value. Submitting the claim was easy. Processing of claim was fairly quick. Staff were easy to work with.
No cover for Coronavirus
I confirmed with their customer support. When you need this policy to protect you most, it will let you down. If you are travelling and you get ill with Coronavirus they will not cover you, even if you’ve been travelling before Coronavirus started. They have no interest in protecting you. Do not trust them.
Thanks for nothing Woolworths
After discovering upon check in at our overseas Honolulu motel that the travel company we booked through had closed up, hence cancelling our booking that we had pre paid we got straight on the phone to Woolworths travel who could not have been less helpful. After a long day of travel etc we paid again just so we could have a room ( it was Christmas time and the motel was at capacity ) upon getting back to Australia and contacting Woolworths again after a week we were then informed that on Page(s) 21-22
“Section 3: Cancellation or Amendment Cos...
Softened the blow of having items stolen.
Purchased insurance primarily for medical and car excess coverage but grateful our baggage loss was mostly compensated by Woolworth insurance. It was a fair claims process without too much hassle.
Used the service twice.
On the second occasion had a terrible experience the company.
The loss of my goods was bad enough however dealing with Woolworths insurance was even more stressful. They tried every trick int he book to not pay out. They quoted incorrect dates (hopefully by accident), accused me of lying and refused to reply to emails for weeks at a time.
Just spend the extra amount and use a reputable insurance company. Save yourself the hassle and stress.
Questions & Answers
Hi..I would like to cancel my travel insurance as we are not going to New Zealand at this present time
My Policy Number is TRVC 2002 364958791
Hi Maz S, thanks for getting in touch with us about your Travel Insurance Policy. If you are no longer going on your trip we are able to cancel your policy and provide a full refund of the premium paid. If you still need assistance with this, please get in touch with our service team on 1300 10 1234 between the hours of 8am to 8pm Monday to Friday or 9am to 5pm on Saturday and Sunday (EST) or please visit our website https://insurance.woolworths.com.au/ Where one of our Customer Service Representatives are available for you via web chat from 8.30am - 7.30pm weekdays and 9.30am to 4.30pm on weekends. Thank you.
Due to travel restrictions are we able to change the dates of the insurance policy?
Sorry Vanessa,you'll have to ask woolies insurance.
Hi Vanessa, thanks for reaching out. Due to current circumstances surrounding COVID-19, we are offering our customers the option to have their policy refunded. Unfortunately, we will not be able to change the dates of your policy. Kindly contact our customer service team on 1300 10 12 34 to have this resolved.
I have a standard policy for an upcoming trip in June 2020. This covered me for 6 months travel so it was quite expensive for me as a 20 year old. Can I change the dates at all or get a refund/credit for future use?
Get an answer from our members and Woolworths Travel Insurance representatives
|Category||Travel Insurance||Travel Insurance||Travel Insurance||Travel Insurance|
|Other Insurance Types Offered||Car, Home and Contents, Life and Pet||Car, Home and Contents, Life and Pet||Car, Home and Contents, Life and Pet||Car, Home and Contents, Life and Pet|
|Maximum Age Covered||79 years old||79 years old||79 years old||79 years old|
|Overseas Emergency Assistance||Not Included||Unlimited||Not Included||Unlimited|
|Accidental Death||$20,000||$20,000||Not Included||Not Included|
|Emergency Dental||Not Included||$500||Not Included||$500|
|Pregnancy (max weeks)||25 weeks||25 weeks||25 weeks||25 weeks|
|Resumption of Journey||Not Included||$3,000 (as part of Additional Expenses)||Not Included||Not Included|
|Hospital Cash Allowance||Not Included||$50 per day up to $5,000 (minimum 48 hours of hospitalisation required)||Not Included||Not Included|
|Overseas Emergency Medical & Hospital Expenses||Not Included||Unlimited||Not Included||Unlimited|
|Loss of Income||Not Included||$10,400 (max 26 weeks, up to $400 per complete week)||Not Included||Not Included|
|Permanent Disability||Not Included||$25,000||Not Included||Not Included|
|Luggage & Personal Effects|
|Theft of Cash||$250||$250||Not Included||Not Included|
|Delayed Luggage||Not Included||$375 after 12 hours, $750 after 72 hours||Not Included||Not Included|
|Credit Card Fraud||Not Included||$5,000 (combined with Travel Documents cover)||Not Included||Not Included|
|Travel Documents / Passport||Not Included||$5,000 (combined with Credit Card cover)||Not Included||Not Included|
|Maximum Single Item Limit||$3,000 (computers, video recorders and cameras), $1,000 (mobile phones), $750 (all other items)||$3,000 (computers, video recorders and cameras), $1,000 (mobile phones), $750 (all other items)||$3,000 (computers, video recorders and cameras), $1,000 (mobile phones), $750 (all other items)||$3,000 (computers, video recorders and cameras), $1,000 (mobile phones), $750 (all other items)|
|Luggage & Personal Effects||$15,000||$15,000||$5,000||$5,000|
|Rental Vehicle Excess||$5,000||$5,000||Not Included||Not Included|
|Motorbike / Moped Coverage||Not Included||Not Included||Not Included||Not Included|
|Domestic Pet Care||$500||$500||Not Included||Not Included|
|Special Activities Packages|
|Snow / Ski||Optional Extra||Optional Extra||Optional Extra||Optional Extra|
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