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Supporting our customers through COVID-19

We know it’s a difficult, uncertain time, for all Aussies. That’s why we at Apia are committed to supporting our customers, many of whom may be feeling especially vulnerable.

This page will be regularly updated with important information and resources. If you have any questions that aren’t covered here, please reach out. We’re here to help.

Call Us on 13 50 50

Get In touch

How we’re handling customer queries

Our customers need access and support during the COVID-19 situation, and we’re committed to providing it. We’ll adapt our services as required, whatever it takes.

To continue supporting you, we are redeploying additional resources to accommodate your needs over the phone, on 13 50 50.

We do recommend when phoning please be prepared to hold.


Like many organisations, we’re facing delays and disruptions related to the impact of COVID-19, alongside recent severe weather events. We apologise for any incovenience.

Where possible, we encourage customers to use our online services , which are available 24/7. Doing so can help you do what you need to get done – such as checking policy documents, updating your personal information or loding claims – as quickly as possible.

What to do

If you’re travelling overseas

If you’re travelling overseas 

We recommend that you refer to the Department of Foreign Affairs and Trade (DFAT) Smartraveller website; or speak to your travel provider about your options.

If you’re experiencing symptoms or feeling unwell

If you’re experiencing respiratory difficulties or fever-like symptoms, please seek medical advice immediately. If you’re an Apia Travel Insurance customer who’s currently overseas and feeling unwell, please call +61 7 3305 7051.

Frequently Asked Questions

We’re closely monitoring the COVID-19 situation and following the advice of government authorities and experts. We’ll continually update these FAQs in line with their recommendations.

If you took out an Apia Travel Insurance policy after the 31st of January 2020, your cover may be reduced and certain claims may not be covered as the circumstances were not unforeseen. This includes cover for cancellations and overseas medical expenses.

If you took out cover before this date, your cover may not be reduced. Read our Coronavirus (COVID-19) travel alert  and refer to the Travel Insurance PDS for more information on what is and isn’t covered.

For more information on the COVID-19 coronavirus and what’s covered by Apia Health Insurance, please call 13 50 50 to speak to one of our insurance specialists.

We understand the situation is evolving day by day, however at this time  effective Monday, 23 March our Apia Stores will close. This is to ensure the safety of our customers and employees who visit and work within these locations.

We are redeploying additional resources to accommodate your needs over the phone, on 13 50 50.
We do recommend when phoning please be prepared to hold.

It’s important to keep up to date with Government and expert advice so you know what you can do to look after yourself and your family. Here are some other useful links: