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Coronavirus update

Supporting our customers during Coronavirus (COVID-19)

We know this is a difficult time for many of our customers and we want you to know that we’re here to help where we can. To help prioritise and moderate the high volume of calls the Qantas Money Team are currently experiencing, we will now only be taking emergency calls regarding:

  • lost or stolen cards;
  • fraudulent or declined transactions; 
  • urgent assistance with mobile or internet banking services. 

We appreciate your patience and understanding as we work to restore full services as soon as possible. In the meantime, please find below resources for commonly asked questions on banking assistance and financial hardship, travel insurance, flight booking enquiries and lounge access below.  

Banking assistance

You can quickly locate answers to the most commonly asked questions via the search field above. Or select a product below to find out more:

Financial hardship

If you are experiencing financial hardship on any of your Qantas Premier Credit Card accounts as a result of COVID-19 and require assistance, find out more about how we can help here.

Travel Insurance*

Qantas Money credit cards include complimentary travel insurance underwritten by Chubb Insurance Australia Limited. For information on COVID-19 and policy coverage, please refer to the links below:

If you are travelling or planning to travel and you require travel advice, please visit the Australian Government Smart Traveller website here.

If a travel cancellation or disruption loss does occur, please first contact your travel agent or the airline to seek a refund or to make alternate travel arrangements, before submitting a claim. 

After this, if you are still out of pocket, we encourage you to submit a claim, along with the original and amended itineraries and other relevant documents needed to substantiate your loss. Each claim will be investigated and assessed in accordance with the terms, conditions, exclusions and limits of the applicable credit card insurance terms and conditions. Please submit a claim here

If you’re insured and you require emergency assistance, please contact +61 2 8907 5666.

If you have questions about whether a planned trip will be covered, please email CHUBBEnquiriesAU.COVID19@Chubb.com or call 1800 055 268.

*Qantas Premier Titanium Credit Card insurance; Qantas Premier Platinum Credit Card insurance and Qantas Premier Everyday Credit Card insurance are underwritten by Chubb Insurance Australia Limited (ABN 23 001 642 020, AFSL No. 239687) (Chubb). Terms, conditions, exclusions, limits and eligibility criteria apply to insurances.

Chubb only provides general advice and does not consider your objectives, financial situation or needs. For further information, please read your Terms and Conditions. Please also see the Chubb Privacy Policy

Qantas flight enquiries

For assistance with any booking changes or refunds on Qantas flights please click here. You can also refer to the Qantas website for more information on our International and Australian domestic network changes. 

Lounge Invitations

For the latest updates on Qantas lounge closures including the use of Complimentary Lounge Invitations please refer to the Complimentary Lounge Invitations portal here.

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