Coronavirus: Our official statement

AN IMPORTANT MESSAGE FROM 1COVER

 

We know many of our customers are feeling uncertain about the overwhelming impact the Coronavirus pandemic is having on their travel plans. This outbreak is an unprecedented global crisis which is rapidly evolving, with a continuing changing outlook for global travel.

In order to help you navigate this situation, we’ve put together a Coronavirus Information Hub. We've also created other resources which we'll outline below. 

What’s the latest that has happened?

• On Wednesday 18^th March, the New Zealand government announced Level 4 for all countries.
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• The government has advised: 

• "Due to the difficulty travellers are experiencing returning home, New Zealanders overseas need to take steps to stay safely where they are and shelter in place.

  Countries around the world are imposing strict travel restrictions. Many air routes are no longer commercially viable. The options for New Zealanders to return home have reduced significantly. The Government is committed to helping New Zealanders overseas where we can. The international situation is complex and changing quickly, and some things are out of our control. Assisted departure flights should not be relied upon to get home."

I’m overseas, what should I do?

• With this rapidly changing situation, we understand it’s highly stressful. Your first point of call should be your travel provider, and the local consulate and embassy. The embassy and consulate has a special response in a time of crisis.
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• Here’s a directory of all the international consulates and embassies around the world.
   

I’m overseas, how can I contact you?

• Our customer service, claims and Emergency Assistance teams are under a huge amount of pressure due to an overwhelming number of calls, emails and enquiries.
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  Our 1Cover Emergency Assistance Team has people working 24/7 around the clock including nurses and doctors. We must free them up to talk to our customers who are in most dire need of assistance.
   
• Therefore, we have put in place a policy to focus on customers who require our most urgent attention. We therefore ask that ONLY customers who are overseas experiencing an emergency, or are overseas trying to get home, contact us through our emergency triage service at [email protected]. 
   
• At this stage, we’ll be prioritising and responding ONLY to customers who are overseas.
   
• The phone number for Emergency Assistance can be found here. But again, we ask customers to ONLY contact us if they are overseas and in an Emergency.
   

I’m overseas and need to extend my policy or make a claim

• We understand that many customers may be overseas and, due to challenges finding a flight back home, policies may expire before you are able to return home. If that is the case, you may be able to extend your policy online using policy manager.
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• Please note that claims made on your extended policy will not be covered if they relate to the Coronavirus. This applies to travel to all countries. However, we will assess each claim based on its individual facts and circumstances and policy terms and conditions
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• Details on how to submit a claim are all located here.
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I’m not overseas, how can I contact you?

• For all other enquiries regarding policy coverage, claims, and refunds, please go to our comprehensive Coronavirus Information Hub to find the answer you’re looking for.
• Due to an overwhelming volume of enquiries, we’ll be unable to maintain our normal, high-levels of customer service.
   
• Expect a significant delay in response to your query as we work through this. We do not recommend that you call us. Instead, you can send us a message here.
   
• We strongly encourage you to read the information hub, or go to the policy manager on our website. These will be the quickest ways to get an answer to your questions.
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• We’ll continually update this hub to help answer your questions.
   

Will I be covered for Coronavirus and can I make a claim?

• Our current advice can be found here. Our policies contain general exclusions for claims arising from epidemics/ pandemics and known events. Therefore, regardless of when you purchased your policy and the destination, claims will not be covered if they relate to the Coronavirus. This applies to travel to all countries.
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• However, we will assess each claim based on its individual facts and circumstances and policy terms and conditions. If you wish to submit a claim, please lodge this online here.
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• Each claim will be handled by one of our Claims Managers. Please note that due to the unprecedented levels of enquiries, there will be a delay in processing your claim.

 

How can I get refunds from travel providers?

• We realise many of you are looking to source refunds from airlines, accommodation providers and travel companies. Our team of experts have also put together a comprehensive guide on how to get in contact with your travel providers, and also help you getting refunds from them. We hope this helps you be successful in obtaining those refunds.
   

1Cover is a customer focused business that has been helping millions of Kiwis travel safely overseas since 2003. We are all working around the clock 24/7 to help all of you. Please bear with us, and we apologise in advance if we’re not meeting your expectations right now.

We would like to thank all our customers for the patience and goodwill that you are showing us at this very difficult time.

If you have any other questions, you might find the answers on our Coronavirus Information Hub.