Travel Alerts

Eruption of Mount Agung, Bali

The huge ash cloud has caused Bali’s Denpasar airport to close on Monday. Picture: AFP/Sonny Tumbelaka Source:AFP

Eruption of Mount Agung, Bali (Advice for the PDS effective 15 August 2016; 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 for the lesser of cancellation or rearrangement costs when, as a result of the volcanic activity, you have no alternative but to cancel or rearrange your upcoming trip. Refer to Event 2.2 - Your flight, other scheduled transport or overnight tour is delayed, cancelled or rescheduled before your trip starts.

Cover is also available for cancellation or extra trip costs when, as a result of the volcanic activity, your flight, other scheduled transport or overnight tour is delayed, rescheduled or cancelled. Refer to Event 3.2 - Your flight, other scheduled transport or tour is delayed – and it’s not the operator’s fault. Other sections of the policy wording apply; please refer to the PDS for further details.

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 3113 or +61 2 8256 1513. They are available 24 hours a day, 7 days a week. For updated 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 our Customer Service team on 1300 787 376 

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. Claim forms are available from your agent, SureSave Customer Service or SureSave website at

SureSave Pty Limited ABN 82 137 885 262, AR 339902, are authorised representatives of Cerberus Special Risks Pty Limited, ABN 81 115 932 173, AFS Licence 308461. This is general advice, and you should consider if this product suits your needs. Before you buy, please read the Product Disclosure Statement available from This insurance is underwritten by certain underwriters at Lloyd's.

Cerberus Special Risks Pty Limited | ABN 81 115 932 173 | AFS Licence Number 308461 is a coverholder at Lloyd's

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