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• What Can I Expect Once My Claim Has Been Lodged? 

• Once all the necessary documentation has been provided, your claim will be processed within 10 business days.
  Please note: To help us process your claim quickly, please provide all the necessary documents. If any documents are missing, we will contact you within 10 business days to request them. We are unable to assess claims without all the required documentation. For each type of claim, we outline exactly what kind of documentation we need in our claims form.

• Can I Lodge A Claim If I Don't Have All Of The Required Documents? 

• To speed up the assessment of your claim, please provide all the required documents when you lodge it. However, you can still submit your claim now and send any missing documents later.

• How Do I Add More Documents To My Existing Claim? 

• Once your claim has been lodged, you can provide additional documentation by logging into ‘Policy Manager’. It is the fastest way to provide us with any additional documentation you need to submit. You can also provide additional documentation by emailing [email protected].nz, including the Claim Number in the subject field. We will then be in touch within 10 business days with an update on your claim. 

• How do I find out the status of my claim?

• You can check the status of your claim by logging into our Policy Manager. In most cases, you'll also receive an email from our team with an update or an outcome.
  ​​​​Please note, we need all required documents to formally assess your claim and provide an outcome. We follow the General Insurance Code of Practice and will update you within 10 business days. Remember, business days are Monday to Friday, so if you contact us over the weekend, it might take a bit longer.

• What Happens If I Miss My Flight Or If Flights are Delayed/Cancelled?

• If your flight is delayed or cancelled, please contact the airline first to explore alternative arrangements or possible compensation. Keep any documentation or receipts for out-of-pocket expenses, as these may be needed for a claim. While we don't cover cancellations, delays, or rescheduling caused by the airline, we do cover additional accommodation and travel expenses in unforeseen circumstances like natural disasters or strikes. For more details, please refer to ourtravel insurance and cancellation cover information.

• Am I covered if my luggage is delayed or lost?

• We are unable to cover for items items that were lost by airlines and other transport carriers. We do not cover for any loss or damage to items jewellery, mobile phones, tablets, cameras, video cameras, personal computers, computer equipment or their accessories after you have checked them into the hold and until you have collected them again from the luggage conveyor as the transport is at fault for their loss or damage and you should seek compensation from them. See more information on our travel insurance and luggage cover.

• Am I covered for Covid? 

• 1Cover offers overseas medical coverage if you test positive for Coronavirus (COVID-19) and require medical treatment while overseas. However, at this time we do not cover any cancellation costs or additional costs incurred because of Coronavirus (COVID-19). See more information is our Covid Information Hub. 

• Am I covered for riding a scooter?

• If you are in control of a motorcycle or scooter with an engine capacity greater than 125cc, you need to hold a current, valid New Zealand motorcycle license.
  
  You also need to be aware that cover will not be provided to you if you are a passenger on a moped, scooter or motorcycle, and the person in control does not have a valid license for the country you are in. 
  
  Please note that it's compulsory to wear a helmet while riding a motorbike or scooter in many countries. But regardless of local requirements, 1Cover advises you to wear a motorcycle helmet whenever you are a rider or passenger on a scooter or motorbike. Please read the Policy Wording for full terms.

• What Is Considered An Emergency Claim?

• If you suffer an illness or injury that requires emergency transportation, hospitalisation, or repatriation, or if the treatment is likely to cost more than A$1,000, please contact us as soon as possible.
  You should reach out to us if:

  • •    You or a travel companion are seriously ill or injured.
  • •    You are overseas and need help with a medical bill or require a payment guarantee.
  • •    You are being treated as a hospital outpatient and the total cost will exceed $1,000.
  • •    You are receiving medical treatment in the USA (regardless of the cost).
  • •    You have been involved in a motor vehicle accident.
  • •    You are experiencing a family emergency.
  • •    You have been robbed or assaulted and need assistance.
  • •    You are dealing with lost or stolen passports.
  • •    You feel that you are in a vulnerable position and would like to speak with someone.

• How do I claim for missed port cover?

• If your cruise has been affected and you need to claim for missed ports, please use our online claim form. Select the benefit type 'Other' when submitting your claim.
  You'll need to provide a copy of your itinerary and a letter from the cruise ship specifying the missed ports and the reasons. Please note:

  • The missed ports benefit is $250 per missed port, per adult listed on the policy.
  • The total benefit limit is $750 per adult.
  • A $200 excess applies.

  • The missed ports benefit is $250 per missed port, per adult listed on the policy.
  • The total benefit limit is $750 per adult.
  • A $200 excess applies.

• What Should I Do In An Emergency?

• In an emergency, please call the local emergency services immediately. For example, call an ambulance or go to the nearest hospital or medical facility. If you are assaulted or robbed, contact the local police.
  After ensuring your immediate safety, contact our emergency services as soon as possible. Our team of experienced doctors, nurses, travel consultants, and case managers are available 24/7 to assist you.
  Our multilingual experts can communicate with the medical facility treating you and assess your situation. If necessary, we can arrange for you to be transported to a more suitable hospital or in some cases repatriated back to New Zealand. Throughout this process, we will monitor your condition and (with your permission), keep your family updated.

• What Should I Do In A Non-Emergency Claim Situation?

• If your personal effects or luggage are damaged, lost, or stolen, please report the incident to the relevant authority (police, hotel, airline, cruise company, tour guide, etc.) within 24 hours and obtain a copy of the report.
  For minor ailments requiring a GP visit, you can see a doctor, pay for the visit, and submit a claim at your convenience, either from overseas or once you return home. The same applies if you've incurred hospital or medical costs under $1,000 and have not received treatment in the USA. If you no longer need further assistance, you can pay and submit your claim, preferably within 30 days of your return.

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