TRAVEL insurance companies in South Africa are updating policy T&Cs to help clear up confusion around COVID-19 quarantine claims and to clarify which in-trip costs are catered for.
Simmy Micheli, Travel Insurance Consultants (TIC) manager – sales and marketing, said, surprisingly, there had been plenty of confusion in the market about “whether the quarantine of clients who were obliged to go into compulsory paid quarantine at a government-designated quarantine hotel/centre in order to enter a country, was covered.
TIC recently updated its policy wording to make matters clear, with a maximum total benefit limit of R25 000 in place. “If we receive 100 queries per day, 95 callers want to know what TIC’s quarantine benefits include,” Simmy said.
Uriah Jansen, head: Hollard Travel, said: “We are also seeing a large number of enquiries from customers. Travellers are feeling anxious due to the changes to travel requirements/flights that can happen without notice, and uncertainty on what will happen should they test positive whilst on their trip. We have updated our schedule of benefits and our policy wording (plain language policy wording) to reflect specifically the COVID-related benefits/cover we provide, in an effort to be more transparent and reduce the confusion.”
Know what’s covered
Mandatory quarantine and testing, as a condition of entry into a country, is not insured on a TIC policy. However, TIC covers emergency medical and related expenses should a traveller contract the virus during a journey.
“This includes additional accommodation expenses incurred as a result of contracting the virus during the journey. Medically required quarantine costs are limited to the equivalent of three-star accommodation, or a limit of R2 500 per day, whichever is the lesser. The maximum total benefit limit is R25 000,” Simmy told Travel News.
Bryte does not currently offer insurance cover for unplanned quarantine, but this might change. The company said, in response to enquiries: “Bryte does not provide cover for mandatory quarantine when you arrive at your international destination or when you arrive back in South Africa or your country of residence. However, we are considering changes to our travel products to provide cover for quarantine when a traveller tests positive for COVID-19 on their insured journey. Further details will be available soon.”
In Hollard’s case, Uriah confirmed: “We cover unforeseen/unplanned quarantine when someone tests positive. Our policy specifically excludes cover for planned quarantine – as part of travel entry/exit requirements. We cover the cost of the positive test and accommodation when the insured tests positive whilst on their trip and cannot return to South Africa, or if they need to be placed under medical quarantine. We also cover the cost of an accompanying travel companion as in most cases they are deemed to be a ‘close contact’, even if the test for the travel companion is negative.”
What if your client needs to claim?
Simmy stressed that policyholders must make contact before making any quarantine or treatment-related travel arrangements or booking changes. “You can’t incur the costs and then send us the bill. You must contact us first. Benefits are for policyholders. We would also cover for ticket-change costs for the insured person.”
Simmy said most suppliers had adopted flexible re-booking policies because of the pandemic, making it easier for travellers to deal with delays due to COVID-positive tests while travelling. “These easy-change options have been added to support travel and the return to travel. Hotels and airlines also knew that it was impossible for insurance companies to take on all of the risk.”
Uriah warned there was also confusion about whether hotels were ‘quarantine approved’. Policyholders must contact Hollard if they tested positive, she said.
“In most of the cases we have received thus far, the traveller has been allowed to stay on at the same hotel. However, we need confirmation from the hotel that they are aware of the positive case/s and they must confirm their protocols relating to medical quarantine to ensure the safety/protection of not just our clients but also the other guests at the same property. Confirmation of medical quarantine is not just a matter of extending your stay at your hotel,” said Uriah.
“Travellers must call us immediately when they test positive in order for us to monitor their symptoms, confirm quarantine accommodation – we require confirmation that the hotel is aware that they require quarantine due to a positive test – assist with placing their airline tickets on hold until they are cleared to travel, and arrange a medical consultation to confirm if there are any symptoms and whether medication is required,” Uriah said.
TIC gave several examples of recent COVID-claims where the treatment costs had run into hundreds of thousands of rands per case.
Uriah said there were still a “large number” of notifications from travellers testing positive while travelling, mentioning cases in Zanzibar and Maldives, which are both open to South Africans. She said that in many cases, the one person tested positive and the travel companion/s tested negative.
