Southern Cross Travel Insurance (SCTI) is reporting changes in the risk profile of Australian travellers, with monkey-related claims rising 350% and influenza cases up 85% over the past two years.
The insurer’s 2025 claims review points to shifts in both injury and illness patterns, particularly in short-haul markets.
According to SCTI, the increase in monkey-related claims is concentrated in tourist sites such as Bali’s Monkey Forest and Monkey Island locations in Thailand. About 78% of these claims involved medical treatment for bites or scratches, with the remainder linked to property losses attributed to animal behaviour. Case examples released by the insurer include monkeys entering a Bali villa and taking a mobile phone, and multiple incidents in which sunglasses or prescription eyewear were removed from travellers’ faces. In one incident at Ubud Monkey Forest, a child was struck in the eye by a monkey and subsequently received two rabies injections and antiviral medication because of the potential exposure.
SCTI’s data for Australian customers also shows that total medical and evacuation claims have increased 17% since 2023, with the five largest claims in 2025 approaching $1 million in aggregate. The largest single claim exceeded $490,000 for a traveller in their early 50s who experienced a serious illness while visiting the US and required an extended hospital stay. Indonesia accounted for 29% of SCTI’s medical and evacuation claims for Australians. “Many people don’t realise how quickly costs can add up when you fall ill or get injured overseas. Insurance isn’t just about covering bills – it’s about making sure you get the right care and support when you need it most,” SCTI chief customer officer Jess Strange said.
SCTI is also reporting growth in respiratory-related claims. Over the past two years, influenza claims have increased by 85%, and the average influenza claim cost has risen 65%, from $1,299 in 2023 to $2,146 in 2025. Pneumonia treatment claims have grown by 81% over the same period, with average costs up 24%, from $3,736 to $4,641 in 2025. “We have seen a concerning growth in the number of influenza-related claims in the past two years, with several cases requiring hospitalisation while abroad. Some of these cases develop into more serious cases of pneumonia,” Strange said.
Gastrointestinal illness is the largest single medical claim category in SCTI’s portfolio. The insurer records a 64% rise in gastro-related claims between 2023 and 2025, with many claims linked to trips to Indonesia and Thailand. The average claim for gastroenteritis has reached $1,565. “While many travellers are familiar with a bout of diarrhoea or gastro-related illness while travelling, we’re seeing that in some cases these can be quite serious and may require hospitalisation and further treatment,” Strange said. She cited an example of a traveller who fainted due to “Bali belly,” suffered a concussion and incurred more than $5,000 in treatment costs.
Claims arising from slips, trips, and falls have also increased. SCTI notes a 26% rise in such claims since 2023, with related costs up 150%. One case involved a traveller in Kyrgyzstan who fractured a hip after a fall at a spa, requiring surgery and hospitalisation and generating a claim of $70,171. SCTI’s five largest international claims paid in 2025 ranged from $99,224 to $496,202 and involved stroke, fractures, serious illness, and complications requiring repatriation from the US, Indonesia, Spain, Greece, and Thailand. Several cases included air ambulances, charter flights, and escorting medical staff. “In some situations, getting home safely isn’t as simple as booking a standard flight. Customers may need to travel with a medical team, which often means an air ambulance or chartered flight – costs that can quickly climb into six figures. Even something as simple as upgrading a stricken traveller to premium economy or business class can add thousands of dollars to the bill,” Strange said.
SCTI’s domestic claims data indicates that non-medical losses make up a significant share of travel risk inside Australia. Between Jan. 1 and Sept. 15, 2025, the insurer paid more than $240,000 in domestic and interstate claims, largely linked to cancellations, transport disruption, and rental vehicle costs. In one Northern Territory claim, a buffalo ran into the side of a customer’s rental vehicle, leading to a $4,506 rental vehicle excess payment. Other examples include:
Across its domestic portfolio in 2025, SCTI has paid more than $211,300 for journey changes and cancellations, almost $11,000 for baggage and personal items, more than $10,000 for rental vehicle excesses, more than $6,700 for a personal accident, and more than $700 for pet services. Despite this claims experience, SCTI’s “Future of Travel” report, published in February 2025, indicates that domestic travel insurance remains a lower stated priority for many Australians compared with international cover. The research found that 76% of respondents viewed travel insurance as a high priority for overseas holidays, versus 41% for domestic trips. Domestic travel policies represent about 2% of SCTI’s policy sales so far in 2025. Strange said the average domestic claim SCTI has paid in 2025 is $2,376, compared with $1,872 for claims under its International Comprehensive cover, reflecting the value at risk in local airfares, accommodation, and tour bookings.
The SCTI results sit alongside 1Cover Travel Insurance’s 2025 Travel Wrap Up, which suggests that cost-of-living pressures and altered trip patterns are influencing where and how Australians travel, and in turn the mix of risks facing insurers. According to 1Cover, 61% of surveyed travellers cite cost of living as the primary factor shaping their travel decisions. Many are selecting destinations closer to home in Asia and the Pacific and returning to familiar locations, rather than booking longer, higher-cost itineraries to Europe. Japan remains a key outbound market, with increased demand also recorded for the US and China. These trends mean domestic and near-region travel continue to be important business lines at the same time that SCTI is reporting higher claim numbers and costs in those areas. 1Cover says almost half of its customers now purchase travel cover at least a week before departure, which it interprets as a possible sign that travellers are paying closer attention to cancellation and pre-trip medical risk.
Cruise travel remains a material segment for the sector. 1Cover’s data shows cruise-related policies up 17% year on year, with Australians spending an average of 19 days on board. Nearly 44% of cruise customers buy insurance within 180 days of departure, a longer lead time than is common for many land-based trips. Typical cruise routes include domestic and regional itineraries to New Caledonia and the South Pacific, alongside growing traffic to the UK, Canada, Japan, and France.
The same research notes that 41% of respondents have used artificial intelligence tools to help plan or research travel, mainly to identify destinations, compare prices, and structure itineraries. However, 1Cover reports that travellers still often turn to travel agents, airlines, and insurers when considering coverage terms, exclusions, and likely claim outcomes. For Australian insurance professionals, the combined findings from SCTI and 1Cover point to a travel insurance market where animal incidents, respiratory and gastro illnesses, domestic disruptions, and evolving booking behaviour are influencing risk assessment, pricing, and product design.
