What if the volcano erupts?

Reading time: 4 minutes

There has been an increase in volcanic activity over the past several weeks at Mount Agung, Bali.

UPDATE: Eruption of Mount Agung, Bali

(Advice as at 10am on Wednesday 22 November 2017, AEDT)

Mount Agung, Bali, Indonesia has begun erupting smoke and ash. An official exclusion zone remains in place that in some places extends to 7.5 kilometres from the volcano. We are now issuing a cover cut-off for claims arising from this known event.

For policies purchased up to 8:05pm (AEDT) on Tuesday 21 November 2017, cover is available where you have no option but to change your travel plans because your service provider cancels or restricts services as a result of any volcanic activity. Where your trip has not yet begun, cover is available for the lesser of rearrangement or cancellation costs.

Where travel has begun and you have no option but to change your travel plans, your policy covers the following benefits when they are listed under the plan you have purchased: medical expenses overseas; travel delay; cancellation costs or additional travel and/or accommodation expenses resulting directly from a provider cancelling or restricting your scheduled public transport services.


For policies purchased after 8:05pm (AEDT) on Tuesday 21 November 2017, cover is not available for claims arising from any volcanic activity, including any new ash cloud events, as such events are no longer unforeseen.


This restriction of cover also applies to any travel plans made or changed after 8:05pm (AEDT) on Tuesday 21 November 2017 where you are impacted by the volcanic activity.

We are monitoring the situation and will advise when this position changes. Refer to your providers following service interruptions; they can best assist with making alternative arrangements.

Emergency Assistance and Contacts

If you have an emergency, please contact emergency assistance as soon as possible on +61 2 9234 3123 or +61 2 8256 1523. They are available 24 hours a day, 7 days a week. For the latest travel advice, refer to:

Bureau of Meteorology           
Qantas Airways                                 13 13 13; +62 21 25556300
Virgin Australia                                 13 67 89; +61 7 3295 2296
Jetstar Australia                                13 15 38; + 61 3 9645 5999

Garuda Air                                         +62 21 2351 9999

Any Questions?
Please contact TID Customer Service on 1300 843 843 or +61 2 8263 0483 or via our website at

Claims Information
In the event of a claim covered by your policy, you must do everything you can to minimise and reduce the cost of the claim and provide all supporting documentation of the event and expenses incurred. To lodge a claim, complete the TID claim form available from TID Customer Service or the TID website at


Update Wendesday 20th September 4:00pm 

Travel Alert: With the volcanic activity at Mount Agung, Bali, Indonesia increasing significantly and with recent extension of the evacuation zone around the volcano by Indonesian officials, we are now issuing a cover cut-off time in anticipation of travel and other services being impacted

For policies purchased up to 4pm (AEST) on Wednesday 20 September 2017, cover is available where you have no option but to change your travel plans because your service provider cancels or restricts services as a result of any volcanic activity. Where your trip has not yet begun, cover is available for the lesser of rearrangement or cancellation costs. Full details can be found here.

Tuesday 19th September 11:30am

It has not yet erupted but Meteorologists are keeping a close eye on the situation.

Further volcanic activity can potentially result in a plume of smoke known as an ‘ash cloud’. The last time an ash cloud hit Bali there were major impacts to Australian travellers with flights being completely grounded.

Should the worst happen here is what you need to know.


What if my flight is affected?

If you’re planning on travelling to northern Australia (Kununurra, Darwin, Alice Springs, Cairns, Townsville, or Brisbane), Southeast Asia, or anywhere else in the world via Asia and the Middle East (in other words with stopovers or connections in places such as Singapore, Hong Kong, Japan or Dubai) you should check with your airline.

  • Qantas Airways on 13 13 13
  • Virgin Australia on 13 67 89
  • Jetstar Australia on 13 15 38
  • SilkAir on 13 10 11
  • Air North on 1800 627 474

Can I change my flights?

Before you cancel flights and/or book new tickets it is important you speak to your airline, and check with them what arrangements they can make.

Qantas, Jetstar and Virgin have already announced they will assist passengers to reschedule their flights without imposing additional fees. Other airlines will most likely follow suit.

Am I covered?

TID is currently (as of the time this article was published – 11:30am AEST Tuesday 19 September 2017) still providing cover for volcanic activity in Bali related to Mount Agung. Keep an eye out on Travel Alerts on the TID website for further updates.

For full information on whats covered you should check the PDS.

What does my policy cover?

Again it’s important to read the policy wording and the product disclosure statement to make sure you understand your entitlements and obligations.

Delay: Where your scheduled pre-paid transport is delayed, cancelled or rescheduled we will pay for: additional accommodation, meals and transfers after the first 6 hours of the delay; reimbursement of pre-paid accommodation, transfers, tours, events and attractions you miss out on because you can’t reach your destination on time. No excess applies but there’s a limit iof $2000 for singles and $4000 for families.

Cancellation: Financial loss due to unforeseen cancellation of pre-paid travel and accommodation arrangements. Includes tuition/course fees not refunded as well as travel agency cancellation fees charged. There’s no limit to this cover.

A word of warning

If you are stuck somewhere because of a cancellation or delay, don’t use it as an excuse to “upgrade” yourself and think TID will pick up the bill no matter what. So, don’t buy business class tickets because they were the only ones available, or check yourself into a six star hotel for the night (and empty the mini-bar). As a general rule you can’t “profit” from an insurance claim – we’ll try our best to make things “square” but it’s not an excuse to splurge at someone else’s expense.


Travel Alert: Coronavirus (COVID-19) continues to impact many travellers around the world. Before you buy, read the travel alerts and check for restrictions at your destination(s) as these may impact cover, or your ability to travel.


Japan: Travel Safety

Current smart traveller advice In general, Japan is not a dangerous country to travel to. The country is subject to ...



Does your Australian SIM card work in Thailand?

Want to make sure you stay connected with your friends and family back home in Australia when travelling to ...



Japan – seasonality and weather

What are the peak periods? Japan’s peak season is in April, May and August. Japan experiences spring weather ...