Travel Warnings

Important information about Volcanic Activity Mt Agung, Bali

27 November 2017

Volcanic Activity Mt Agung, Bali

27/11/2017 – Update to original Event Advice issued 21 September 2017 and subsequent update on 22 November 2017.

At 8:30pm AEDT (5:30pm local time) on Saturday 25 November 2017, Mt Agung in Bali, Indonesia, began a magmatic eruption resulting in a 3000m ash cloud. Flights departing and arriving at Lombok’s Bandar Udara International Airport and Denpasar’s Ngurah Rai International Airport have been delayed, diverted, and cancelled.

We are closely monitoring the progress of the volcanic activity of Mt Agung in Bali. The National Disaster Mitigation Agency advises the volcano’s alert status remains at the second-highest level. Further event advices will be available as this information changes.

Flights have been cancelled and delayed by Air Asia, Virgin Australia, QANTAS, Jetstar, and KLM. Local Indonesian and other airlines have also been affected. Disruptions to flights are expected over the coming days. Please review your airline’s flight status and travel alert pages for more information.

DFAT have issued releases on Sunday 26 November 2017 at 5:28am AEDT and 4:27pm AEDT regarding the ash cloud. There has been no change in the advice level for Indonesia and Bali, and DFAT continue to advise Australians to exercise a high degree of caution in Indonesia. Please stay up to date with the advice issued by DFAT at

Policy Coverage

The below information was issued on 22 November 2017 and applies to your Travel With Jane Insurance Travel Insurance policy underwritten by Hollard. For policies issued prior to 4:00pm AEDT 20 September 2017 there is provision for cover as set out below under ‘How does this affect me?’ For policies issued after 4:00pm AEDT 20 September 2017 there is no cover for any claims arising from this event.

How does this affect me?

You are covered for the following policy benefits (subject to the policy terms and conditions, limits, Benefit exclusions and General Exclusions):

  • Section 1: Overseas emergency medical assistance (all policy types)
  • Section 2: Overseas emergency medical and Hospital expenses (all policy types)
  • Section 4: Additional expenses (Comprehensive and Annual Multi-Trip policies only)

Note that there is no cover for trip cancellation under any policy type.

Making a claim


  • whether your policy was issued If you are claiming additional expenses, make sure you keep a copy of all your receipts.
  • If your travel was cancelled or delayed by a transport provider, you may be able to claim some of your meal and accommodation costs through them. Please check the terms and conditions of your transport provider’s ticket, and keep a copy of all their communication with you.
  • The Travel With Jane PDS gives you all the information you need to make a travel claim. You can find a copy of the PDS at

If you don’t need emergency assistance, you can make a claim when you get back home. Contact us on +61 2 9333 3968 or email


  • Take reasonable steps to minimise your claim. Contact your airline or Travel provider for assistance if you need to rearrange your travel plans.
  • Keep your receipts and any other supporting documentation e.g. travel provider cancellation letters. If you are claiming for additional meal, accommodation, and travel costs, please ensure you retain copies of all of your expense receipts.

If you are in Bali and need emergency assistance call us on +61 2 9333 3967.

General Advice

For details about what your policy covers, please refer to your Product Disclosure Statement. Limits, conditions and exclusions may apply under your policy.
We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.

Understand your cover

Conditions and exclusions apply to every cover level and optional pack. View our Combined Product Disclosure Statement and Financial Services Guide for full details. Sub-limits apply. Not sure? Our friendly team are here to help. Get in touch


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