Heathrow Airport Closure

Issued: 21 March 2025

Background

Due to a large, involved fire which started on 21 March 2025 at an electrical substation supplying the airport, Heathrow Airport is experiencing a significant power outage. Heathrow has announced a complete shutdown all day Friday, 21 March 2025 because of the fire and has warned that significant disruptions can be expected over the coming days. For safety reasons, airport management has also advised travellers and others not to head to Heathrow under any circumstances until the situation is resolved. 

If you have been affected by this event, we ask that you contact your airline or travel agent in the first instance to make alternative arrangements.

Policy coverage

For International Comprehensive or Working Overseas travel insurance policies purchased before 2:30pm (AEDT) 21 March 2025 

There may be provision to claim for costs you incur due to this unexpected event. As with any claim, this is subject to the benefits, terms, conditions and exclusions of your travel insurance policy. Please refer to your policy document. 

If you’re currently overseas and your trip has been directly impacted

  • There is cover for certain unexpected additional costs (such as accommodation and transportation expenses), up to the selected limits of your travel insurance policy. 
  • Your travel insurance policy will automatically extend until you return home safely - you do not need to contact us to extend your policy. 
  • Airlines will make their own decisions as to when they cease and resume flights. We recommend customers reach out to their airline or tour operator in the first instance for up-to-date information.  
  • If you need to make alternative transport arrangements, it is important that you get in touch with us to discuss your options beforehand. Contact our 24/7 emergency assistance team on +61 2 9191 1180

If you’re due to depart Australia and your travel plans have been disrupted 

  • There may be provision to claim for any costs you incur for cancellation or changes to your journey, up to the limits you had selected when purchasing your policy.  
  • Your policy pays up to this amount less the excess amount you selected when purchasing. Both your cancellation limit and excess can be found on the Certificate of Insurance that we emailed you with your policy wording, after you bought your policy. 

 

For International Comprehensive or Working Overseas travel insurance policies purchased after 2:30pm (AEDT) 21 March 2025 

There is no cover for claims arising from this event under your policy as this is not considered to be an unexpected event from this date and time.  

For customers with International Medical Only travel insurance policies 

There is no cover for claims arising from this event under our International Medical Only travel insurance policies

 

When you need to make a claim

The quickest way to submit your claim with us is through our online portal, My SCTI.

Please keep all your receipts and invoices for any payments you have made. You can upload these when you submit your claim.

 

We’re here to help

Over the last 15 years and more, we have had plenty of experience dealing with travel disruptions. Our team is here to provide expert care and support you if your travel has been impacted by these events.  

If you are travelling and require emergency medical help, please get in touch with our 24-hour emergency assistance team on +61 2 9191 1180.