Win $10k holiday! T&Cs apply
Win $10k holiday! T&Cs apply
Issued 17 Decmber 2024
On Tuesday 17th December, a powerful earthquake with a magnitude of 7.3 struck approximately 20 kilometres off the coast of Port Vila, the capital city of Vanuatu. The earthquake, which occurred in the South Pacific region, prompted immediate concerns for the safety of local communities. In response, the United States Geological Survey (USGS) issued a tsunami warning, as seismic activity could lead to waves reaching heights between 30 centimetres to 1 meter above the normal tide levels.
Authorities are closely monitoring the situation, urging residents to stay alert and take necessary precautions, while emergency response teams are being organised to assess potential damage.
We advise all customers who are travelling in and around the affected areas to take care during the current event, and please do not hesitate to contact our emergency service if you require assistance. We urge all people to remain up to date with the latest media advice.
The following information concerns policyholders whose travel arrangements have been affected by this event.
As this weather event is reported in the media, any policies purchased after 04:00PM NZDT on Tuesday, 17 December 2024 will not provide cover for losses arising from this event.
This does not impact cover provided by policies purchased prior to this time, subject to the terms of the policy.
If you are currently travelling:
If you have started your journey and your transport is delayed or canceled, or your accommodation is affected due to this event, there may be provision to claim for reasonable additional accommodation, travel, and meal expenses
Limits, conditions and exclusions apply under your policy. For full details, you should refer to the Policy Wording and Certificate of Insurance you received when you purchased your travel insurance.
If you haven't departed yet:
If you have not yet departed, your policy may include cover for the cancellation of your journey, or the unused portions of your journey if you are directly affected by this event, depending on when you purchased your cover. Please note, we do not provide cover for change of mind, or no longer wishing to go to your destination.
Next steps:
If you need to change your travel arrangements, contact your airline, cruise company or travel agent for assistance in the first instance. In the event you need to claim, you should take all reasonable steps to minimise and reduce the cost of the claim and provide all supporting documentation of the event and expenses incurred. If you wish to make a claim, the best way to do this is by using our online claim form. Stay safe, follow instructions from authorities and monitor the media closely. We encourage you to follow Safe Travel current travel advice.
Issued: 13 November 2024
Mount Lewotobi Laki-Laki, located in Indonesia’s East Nusa Tenggara province, has been erupting for several days, releasing a plume of volcanic ash that has risen nearly 6,000 kilometers into the atmosphere. This ongoing volcanic activity has resulted in numerous flight delays and cancellations, causing considerable disruptions to air travel in the region.
Those that experience flight cancellations or delays are advised to liaise directly with their individual airlines or transport providers in the first instance.
Volcanic ash is a serious safety concern for aircrafts, and airlines will be monitoring the situation closely and will provide an update on flights scheduled to operate as soon as possible.
We advise all customers who are travelling in and around the affected areas to take care during the current event, and please do not hesitate to contact our emergency service if you require assistance. We urge all people to remain up to date with the latest media advice.
The following information concerns policyholders whose travel arrangements have been affected by this event.
As this event is reported in the media, any policies purchased on or after Wednesday, 13 November 2024 will not provide cover for losses arising from this event.
This does not impact cover provided by policies purchased prior to this time, subject to the terms of the policy.
If you are already travelling:
If you’re a current policyholder with us and require emergency assistance due to this event, please contact our Emergency Assistance team as soon as it’s practicable and safe to do so.
How does this event affect your cover?
Our policies do not provide cover for any losses which arise from something that you were aware of that may give rise to a claim at the time of purchasing your policy. All other terms, conditions, limitations and exclusions continue to apply.
If your travel plans are affected
If you need to change your travel arrangements, contact your airline, cruise company or travel agent for assistance in the first instance. In the event you need to claim, you should take all reasonable steps to minimise and reduce the cost of the claim and provide all supporting documentation of the event and expenses incurred. If you wish to make a claim, the best way to do this is by using our online claim form. Stay safe, follow instructions from authorities and monitor the media closely. We encourage you to follow Safe Travel current travel advice.
Issued: 31 October 2024
Spain is experiencing its worst flooding disaster in decades, with at least 95 fatalities and several others reported missing after heavy rain inundated the eastern province of Valencia and surrounding areas.
Torrential rain on Tuesday triggered flash floods that destroyed infrastructure and swept away vehicles in just a few hours, marking the worst rainfall in Valencia in 28 years, according to the state weather agency AEMET. Weather officials have warned that the rains are moving northeast toward the Catalonia region.
During this incredibly difficult time, local authorities are working tirelessly to coordinate rescue operations, provide essential aid and offer support to those in need.
We extend our deepest condolences to all those affected by this tragedy and remain hopeful for recovery and healing in the days to come.
We advise all customers who are travelling in and around the affected areas to take care during the current weather event, and please do not hesitate to contact our emergency service if you require assistance. We urge all people to remain up to date with the latest media advice.
The following information concerns policyholders whose travel arrangements have been affected by this weather event.
As this weather event is reported in the media, any policies purchased after 12:00PM NZDT on Thursday, 31 October 2024 will not provide cover for losses arising from this event.
If you are currently travelling:
If you have started your journey and your transport is delayed or canceled, or your accommodation is affected due to this event, there may be provision to claim for reasonable additional accommodation, travel, and meal expenses
Limits, conditions and exclusions apply under your policy. For full details, you should refer to the Policy Wording and Certificate of Insurance you received when you purchased your travel insurance.
If you haven't departed yet:
If you have not yet departed, your policy may include cover for the cancellation of your journey, or the unused portions of your journey if you are directly affected by this event, depending on when you purchased your cover. Please note, we do not provide cover for change of mind, or no longer wishing to go to your destination.
Next steps:
If you need to change your travel arrangements, contact your airline, cruise company or travel agent for assistance in the first instance. In the event you need to claim, you should take all reasonable steps to minimise and reduce the cost of the claim and provide all supporting documentation of the event and expenses incurred. If you wish to make a claim, the best way to do this is by using our online claim form. Stay safe, follow instructions from authorities and monitor the media closely. We encourage you to follow Safe Travel current travel advice.
Issued: 10 October 2024
A hurricane warning has been issued for Central Florida as Hurricane Milton approaches, with the National Hurricane Centre declaring the storm surge an extremely life-threatening situation. Currently a Category 5 storm, Milton boasts terrifying winds of up to 165 mph and is expected to make landfall late on Wednesday, October 9th. Evacuations have been ordered for over 1 million residents in Florida's west-coast counties.
The hurricane is already causing significant travel disruptions, leading to the closure of Orlando International and Tampa International airports. Major theme parks, including Disney World and Universal Orlando are bracing for potential closures and implementing safety measures. Cruise lines such as Royal Caribbean and Carnival have adjusted their routes to steer clear of the storm.
We advise all customers who are travelling in and around the affected areas to take care during the current weather event, and please do not hesitate to contact our emergency service if you require assistance. We urge all people to remain up to date with the latest media advice.
The following information concerns policyholders whose travel arrangements have been affected by this weather event.
As this weather event is reported in the media, any policies purchased after 11:00AM NZDT on Tuesday, 08 October 2024 will not provide cover for losses arising from this event.
This does not impact cover provided by policies purchased prior to this time, subject to the terms of the policy.
If you are already travelling:
If you’re a current policyholder with us and require emergency assistance due to this event, please contact our Emergency Assistance team as soon as it’s practicable and safe to do so.
How does this event affect your cover?
Our policies do not provide cover for any losses which arise from something that you were aware of that may give rise to a claim at the time of purchasing your policy. All other terms, conditions, limitations and exclusions continue to apply.
If your travel plans are affected
If you need to change your travel arrangements, contact your airline, cruise company or travel agent for assistance in the first instance. In the event you need to claim, you should take all reasonable steps to minimise and reduce the cost of the claim and provide all supporting documentation of the event and expenses incurred. If you wish to make a claim, the best way to do this is by using our online claim form. Stay safe, follow instructions from authorities and monitor the media closely. We encourage you to follow Safe Travel current travel advice.
Issued: 30 September 2024
The media are advising that major floods and landslides in Nepal have killed at least 148 people and injured more than 100 across the Himalayan nation. We would firstly like to extend our deepest sympathies to all those affected.
The capital Kathmandu, was hit especially hard, becoming isolated as major highways were blocked and vast areas of the city were submerged. In light of the crisis, the Nepalese government is urging people to avoid unnecessary travel. Since Friday evening, domestic flights from Kathmandu have been disrupted, with numerous cancellations reported.
During this incredibly difficult time, local authorities and police are working tirelessly to coordinate rescue operations, provide essential aid and offer support to those in need.
We extend our deepest condolences to all those affected by this tragedy and remain hopeful for recovery and healing in the days to come.
We advise all customers who are travelling in and around the affected areas to take care during the current weather event, and please do not hesitate to contact our emergency service if you require assistance. We urge all people to remain up to date with the latest travel advice by following Safe Travel.
As this weather event is widely reported in the media, any policies purchased after 10:00AM NZST on Monday, 30 September 2024 will not provide cover for losses arising from this event.
This does not impact cover provided by policies purchased prior to this time, subject to the terms of the policy.
If you are already travelling:
If you’re a current policyholder with us and require emergency assistance due to this event, please contact our Emergency Assistance team as soon as it’s practicable and safe to do so.
How does this event affect your cover?
Our policies do not provide cover for any losses which arise from something that you were aware of that may give rise to a claim at the time of purchasing your policy. All other terms, conditions, limitations and exclusions continue to apply.
If your travel plans are affected
If you need to change your travel arrangements, contact your airline, cruise company or travel agent for assistance in the first instance. In the event you need to claim, you should take all reasonable steps to minimise and reduce the cost of the claim and provide all supporting documentation of the event and expenses incurred. If you wish to make a claim, the best way to do this is by using our online claim form.Stay safe, follow instructions from authorities and monitor the media closely. We encourage you to follow Safe Travel current travel advice for Nepal.
Issued: 26 September 2024
Cuba, Mexico and the United States are on high alert as Storm Helene intensifies, with forecasts predicting it could reach category 4 strength. The storm is expected to bring tropical storm conditions to western Cuba and poses a significant threat to the Gulf Coast. Major airlines, including United, Delta and American, have issued travel alerts, while leading cruise lines such as Disney and Carnival have proactively rerouted ships to steer clear of the hurricane’s path. The National Hurricane Centre has warned that this situation is life-threatening.
We advise all customers who are travelling in and around the affected areas to take care during the current weather event, and please do not hesitate to contact our emergency service if you require assistance. We urge all people to remain up to date with the latest media advice.
The following information concerns policyholders whose travel arrangements have been affected by this weather event.
As this weather event is reported in the media, any policies purchased after 11:00AM NZST on Thursday, 26 September 2024 will not provide cover for losses arising from this event.
This does not impact cover provided by policies purchased prior to this time, subject to the terms of the policy.
If you are already travelling:
If you’re a current policyholder with us and require emergency assistance due to this event, please contact our Emergency Assistance team as soon as it’s practicable and safe to do so.
How does this event affect your cover?
Our policies do not provide cover for any losses which arise from something that you were aware of that may give rise to a claim at the time of purchasing your policy. All other terms, conditions, limitations and exclusions continue to apply.
If your travel plans are affected
If you need to change your travel arrangements, contact your airline, cruise company or travel agent for assistance in the first instance. In the event you need to claim, you should take all reasonable steps to minimise and reduce the cost of the claim and provide all supporting documentation of the event and expenses incurred. If you wish to make a claim, the best way to do this is by using our online claim form. Stay safe, follow instructions from authorities and monitor the media closely. We encourage you to follow Safe Travel current travel advice.
Issued: 20 September 2024
The Kokoda Track is currently closed as local authorities work with landowners to address blockades on the trail. Residents of Naoro village have blocked sections of the track, demanding the Papua New Guinea government fulfill its long-promised funding for community projects. This situation is affecting both ongoing and planned trekking activities. We advise all trekkers to check with their trekking company for the latest updates and information.
We advise all customers who are already in the affected areas, to take care and please do not hesitate to contact our emergency service if you require assistance.
The following information concerns policyholders whose travel arrangements have been affected by the closure of the Kokoda Track.
As this event is reported in the media, any policies purchased after 20:00PM NZST on Thursday, 19 September 2024 will not provide cover for losses arising from this event.
This does not impact cover provided by policies purchased prior to this time, subject to the terms of the policy.
If you are already travelling:
If you’re a current policyholder with us and require emergency assistance due to this event, please contact our Emergency Assistance team as soon as it’s practicable and safe to do so.
How does this event affect your cover?
Our policies do not provide cover for any losses which arise from something that you were aware of that may give rise to a claim at the time of purchasing your policy. All other terms, conditions, limitations and exclusions continue to apply.
If your travel plans are affected
If you need to change your travel arrangements, contact your airline, cruise company or travel agent for assistance in the first instance. In the event you need to claim, you should take all reasonable steps to minimise and reduce the cost of the claim and provide all supporting documentation of the event and expenses incurred. If you wish to make a claim, the best way to do this is by using our online claim form. Stay safe, follow instructions from authorities and monitor the media closely. We encourage you to follow Safe Travel travel advice for Papua New Guinea.
Issued: 17 September 2024
Central Europe has been severely affected by torrential rainfall, leading to significant flooding and damage across Austria, Poland, the Czech Republic, Croatia, Slovenia, Slovakia, Hungary, and Romania. On Monday, September 16th, authorities confirmed that this flooding is the most severe the region has experienced in at least twenty years. At least 16 lives have been lost. Travelers are advised to stay updated with the latest information from airlines and frequently check their flight statuses.
We advise all customers who are travelling in and around the affected areas to take care during the current weather event, and please do not hesitate to contact our emergency service if you require assistance. We urge all people to remain up to date with the latest media advice.
The following information concerns policyholders whose travel arrangements have been affected by this weather event.
As this event is widely reported in the media, any policies purchased after 11:00AM NZST on Monday, 16 September 2024 will not provide cover for losses arising from this event.
This does not impact cover provided by policies purchased prior to this time, subject to the terms of the policy.
If you are already travelling:
If you’re a current policyholder with us and require emergency assistance due to this event, please contact our Emergency Assistance team as soon as it’s practicable and safe to do so.
How does this event affect your cover?
Our policies do not provide cover for any losses which arise from something that you were aware of that may give rise to a claim at the time of purchasing your policy. All other terms, conditions, limitations and exclusions continue to apply.
If your travel plans are affected
If you need to change your travel arrangements, contact your airline, cruise company or travel agent for assistance in the first instance. In the event you need to claim, you should take all reasonable steps to minimise and reduce the cost of the claim and provide all supporting documentation of the event and expenses incurred. If you wish to make a claim, the best way to do this is by using our online claim form. Stay safe, follow instructions from authorities and monitor the media closely. We encourage you to follow Safe Travel current travel advice.
Issued: 06 September 2024
On Thursday, September 5th, media reports indicated that Typhoon Yagi is forecasted to affect northern Vietnam from September 6th to 9th. The typhoon has already caused 44 flight cancellations at Hong Kong International Airport. Yagi is anticipated to reach China’s southeastern coast on Friday afternoon and is then expected to move into Vietnam and Laos over the weekend. The typhoon is causing major disruptions to transportation and travel services. Travelers are advised to stay updated with the latest information from airlines and frequently check their flight statuses.
We advise all customers who are travelling in and around the affected areas to take care during the current weather event, and please do not hesitate to contact our emergency service if you require assistance. We urge all people to remain up to date with the latest media advice.
The following information concerns policyholders whose travel arrangements have been affected by this weather event.
As this event is reported in the media, any policies purchased after 17:00PM NZST on Thursday, 05 September 2024 will not provide cover for losses arising from this event.
This does not impact cover provided by policies purchased prior to this time, subject to the terms of the policy.
If you are already travelling:
If you’re a current policyholder with us and require emergency assistance due to this event, please contact our Emergency Assistance team as soon as it’s practicable and safe to do so.
How does this event affect your cover?
Our policies do not provide cover for any losses which arise from something that you were aware of that may give rise to a claim at the time of purchasing your policy. All other terms, conditions, limitations and exclusions continue to apply.
If your travel plans are affected
If you need to change your travel arrangements, contact your airline, cruise company or travel agent for assistance in the first instance. In the event you need to claim, you should take all reasonable steps to minimise and reduce the cost of the claim and provide all supporting documentation of the event and expenses incurred. If you wish to make a claim, the best way to do this is by using our online claim form. Stay safe, follow instructions from authorities and monitor the media closely. We encourage you to follow Safe Travel current travel advice.
Issued: 30 August 2024
On Saturday 24th August, the Japan Meteorological Agency (JMA) issued warnings as Typhoon Shanshan moved northward, bringing strong winds and heavy rain to mainland Japan. The typhoon is currently impacting southwestern Japan, prompting evacuation orders for over 5 million people following severe effects on Thursday 29th August. At least three fatalities have been reported, and the storm is now heading towards central and eastern Japan, including Tokyo. Landslides and heavy rainfall have already been reported. The typhoon is causing significant disruptions to transportation and travel services. Travelers should stay informed with the latest updates from airlines and regularly check their flight statuses.
We advise all customers who are travelling in and around the affected areas to take care during the current weather event, and please do not hesitate to contact our emergency service if you require assistance. We urge all people to remain up to date with the latest media advice.
The following information concerns policyholders whose travel arrangements have been affected by this weather event.
As this event is widely reported in the media, any policies purchased after 17:00PM NZST on Saturday, 24 August 2024 will not provide cover for losses arising from this event.
This does not impact cover provided by policies purchased prior to this time, subject to the terms of the policy.
If you are already travelling:
If you’re a current policyholder with us and require emergency assistance due to this event, please contact our Emergency Assistance team as soon as it’s practicable and safe to do so.
How does this event affect your cover?
Our policies do not provide cover for any losses which arise from something that you were aware of that may give rise to a claim at the time of purchasing your policy. All other terms, conditions, limitations and exclusions continue to apply.
If your travel plans are affected
If you need to change your travel arrangements, contact your airline, cruise company or travel agent for assistance in the first instance. In the event you need to claim, you should take all reasonable steps to minimise and reduce the cost of the claim and provide all supporting documentation of the event and expenses incurred. If you wish to make a claim, the best way to do this is by using our online claim form. Stay safe, follow instructions from authorities and monitor the media closely. We encourage you to follow Safe Travel current travel advise for Japan.
Issued: 20th July 2024
Around 3pm Friday 19th July 2024 an unprecedented cyber crash caused a global IT outage grounding over 5,000 flights and effecting terminal services in airports in several countries, including New Zealand and Australia.
Those that experience flight cancellations or delays are being advised to liaise directly with their individual airlines or transport providers in the first instance. There is potential for delays to continue over the weekend so allow additional time for airport check-ins.
It’s important that we keep our emergency assistance line open for overseas emergencies but please don’t hesitate to contact them if you are in an emergency situation.
The following information concerns policyholders who had already departed on their trip and experienced cancellations or delays as a result of this event.
1. Liaise directly with your airline
If your flights were cancelled or you need to change your travel arrangements due to delays, please get in touch with your airline, cruise company or travel agent for assistance in the first instance.
2. Mitigate your losses
In the event you need to claim, you should take all reasonable steps to minimise and reduce the cost of the claim and provide all supporting documentation of the event and expenses incurred.
3. Extend your policy
In the event that you've experienced significant travel delays, consider whether you need to extend your policy. In most cases, you can do this online via the Policy Manager.
Alternatively you can contact customer service to extend the policy on your behalf. If you submit a claim and the extension was due to a claimable event, the cost of the extension may be refunded.
4. Submit a claim for consideration
As everyone's situation is different, we will assess each claim on a case-by-case basis, and in accordance with the policy terms.
Keep your receipts and any other supporting documentation for example your travel provider cancellation letters and any refund or compensation advice. If you are claiming for additional meal, accommodation, and travel costs, please ensure you retain copies of receipts.
If you wish to make a claim, the best way to do this is by using our online claim form.
If you had already departed on your trip and your flight was cancelled or delayed, you may have provision to claim under Sections 14. Disruption of Journey and 15. Alternative Transport Expenses.
Disruption Of Journey (Refer Section 14 of Policy Wording)
This cover applies to all plans other than the Medical Only and Essentials plans.
We Will Pay:
a) If You are delayed for at least 6 hours, We will pay You up to $200 for Reasonable additional meal and accommodation expenses at the end of the initial 6-hour period; and up to $200 for each full 24- hour period that the disruption continues beyond the initial 6- hour delay; and/or
b) If You cannot reach Your next destination or connecting transport on time, We will pay You toward the cost of Your pre-paid, unusable, non-recoverable, accommodation, flights, transfers, tours and events expenses.
All other terms, conditions, limitations and exclusions continue to apply.
Alternative Transport (Refer Section 15 of Policy Wording)
This cover only applies to the Comprehensive, Already Overseas and International Frequent Traveller plans.
We Will Pay:
We will pay Your Reasonable additional travel expenses to reach wedding, funeral, conference, sporting event or prepaid tour arrangements on time if Your scheduled Overseas transport is cancelled, delayed, shortened or diverted and that means You would not arrive on time.
If you purchased a policy before this event and experienced a cancellation before departing on your trip, the following cancellation benefit exclusion may apply to you, depending on your circumstances.
Cancellation Fees & Lost Deposits (Refer Section 13 of Policy Wording)
We Will Not Pay:
We will not pay if the cancellation, delay or rescheduling is caused by a bus line, airline, shipping line or rail authority.
We recommend contacting your travel service providers (airlines, hotel accommodation etc) as they might provide you with flexibility to change your travel arrangements without additional costs, or even the possibility of a refund.
Our policies do not provide cover for any losses which arise from something that you were aware of that may give rise to a claim at the time of purchasing your policy. As this event was widely reported in the media, any policies purchased after 6:30PM NZST on Friday, 19 July 2024 will not provide cover for losses arising from this event.
All other terms, conditions, limitations and exclusions continue to apply.
Issued: 16th May 2024
France has declared a state of emergency after riots have resulted in four deaths and hundreds of injuries in New Caledonia. Turmoil erupted after France's national assembly backed changes to voting rolls.
We are aware of the impact these protests and riots are having including the enforcement of curfews and significant disruption to roads and transport services.
Nouméa – La Tontouta international airport is currently closed and the New Zealand government advise to avoid non-essential travel in New Caledonia due to ongoing civil unrest (level 3 of 4).
We advise all customers who are travelling to, or are already in the affected areas, to take care and please do not hesitate to contact our emergency service if you require assistance.
We urge all travellers to remain up-to-date with the latest travel advice for New Caledonia from Safe Travel.
The following information concerns policyholders whose travel arrangements have been affected by this event.
As this event is now widely reported in the media, any policies purchased after 09:00AM NZST on Thursday, 16 May 2024 will not provide cover for losses arising from this event.
This does not impact cover provided by policies purchased prior to this time, subject to the terms of the policy.
If you’re already travelling
If you’re a current policyholder with us and require emergency assistance due to this event, please contact our Emergency Assistance team as soon as it’s practicable and safe to do so.
How does this event affect your cover?
Our policies do not provide cover for any losses which arise from something that you were aware of that may give rise to a claim at the time of purchasing your policy.
All other terms, conditions, limitations and exclusions continue to apply.
If your travel plans are affected
If you need to change your travel arrangements, contact your airline, cruise company or travel agent for assistance in the first instance. In the event you need to claim, you should take all reasonable steps to minimise and reduce the cost of the claim and provide all supporting documentation of the event and expenses incurred.
If you wish to make a claim, the best way to do this is by using our online claim form.
Stay safe, follow instructions from authorities and monitor the media closely. We encourage you to follow Safe Travel current travel advise for New Caledonia.
Issued: 17th April 2024
Dubai is currently facing a major flooding crisis. We are aware that the floods may have an impact on policyholders travelling to or from Dubai.
We advise all customers who are travelling to, or are already in the affected areas to take care during the current weather event, and please do not hesitate to contact our emergency services if you require assistance.
The following information concerns policyholders whose travel arrangements have been affected by this weather event.
As this event is now widely reported in the media, any policies purchased after 15:00pm NZST on Wednesday, 17 April 2024 will not provide cover for losses arising from this severe weather event.
This does not impact cover provided by policies purchased prior to this time, subject to the terms of the policy.
If you’re already travelling
If you’re a current policyholder with us and require emergency assistance due to this event, please contact our Emergency Assistance team as soon as it’s practicable and safe to do so.
How does this event affect your cover?
Our policies do not provide cover for any losses which arise from something that you were aware of that may give rise to a claim at the time of purchasing your policy.
All other terms, conditions, limitations and exclusions continue to apply.
If your travel plans are affected
If you need to change your travel arrangements, contact your airline, cruise company or travel agent for assistance in the first instance.
In the event you need to claim, you should take all reasonable steps to minimise and reduce the cost of the claim and provide all supporting documentation of the event and expenses incurred.
If you wish to make a claim, the best way to do this is by using our online claim form.
Naturally, any compensation or refunds you receive from a third party for transport, food or accommodation will be deducted from any settlement if your claim is accepted.
Issued: 19th January 2024
In the wake of Cyclone Jasper and record rainfall in North Queensland, Australia causing flooding throughout December, severe weather alerts have been issued as a new tropical cyclone looms.
The entire east coast of Queensland is being urged to stay vigilant and updated with forecasts and weather warnings. Many news outlets are reporting the likelihood of the low 05U developing into a tropical cyclone by Monday.
As this event is now widely reported in the media, any policies purchased after 12:00pm NZDT on Friday, 19 January 2024 will not provide cover for losses arising from this severe weather event.
This does not impact cover provided by policies purchased prior to this time, subject to the terms of the policy.
If you’re already travelling
If you’re a current policyholder with us and require emergency assistance due to this event, please contact our Emergency Assistance team as soon as it’s practicable and safe to do so.
How does this event affect your cover?
Our policies do not provide cover for any losses which arise from something that you were aware of that may give rise to a claim at the time of purchasing your policy.
All other terms, conditions, limitations and exclusions continue to apply.
If your travel plans are affected
If you need to change your travel arrangements, contact your airline, cruise company or travel agent for assistance in the first instance.
In the event you need to claim, you should take all reasonable steps to minimise and reduce the cost of the claim and provide all supporting documentation of the event and expenses incurred.
If you wish to make a claim, the best way to do this is by using our online claim form.
Naturally, any compensation or refunds you receive from a third party for transport, food or accommodation will be deducted from any settlement if your claim is accepted.
Issued: 7th December 2023
Tropical Cyclone Jasper, situated in northern Queensland, Australia is expected to intensify and make landfall in the coming days.
We are aware that this adverse weather activity will evolve and recommend you regularly check the Bureau of Meteorology, news and media, and transport websites for up-to-date information about the event and its impact on transportation and travel services.
If you are already in the affected areas and require emergency assistance please do not hesitate to contact our emergency assistance as soon as possible and safe to do so.
Policy Coverage
Please be aware that our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy.
This means that any policies purchased after 12:00pm on 5th December 2023 NZDT will not provide cover for losses arising from Cyclone Jasper.
If you are currently travelling:
You should monitor Safe Travel and the local news. The Bureau of meterology will issue regular updates to help keep communities informed as the situation evolves over the coming days.
If you have started your journey and your transport is delayed or cancelled or your accommodation is affected due to these events, there may be provision to claim for reasonable additional travel, accommodation, and meal expenses.
Limits, conditions and exclusions apply under your policy. For full details, you should refer to the Policy wording and Certificate of Insurance you received when you purchased your travel insurance.
If you haven’t departed yet:
If you have not yet departed, your policy may include cover for the cancellation of your journey, or the unused portions of your journey if you are directly affected by these events, depending on when you purchased your cover. Please note, we do not provide cover for change of mind, or no longer wishing to go to your destination.
We recommend you contact your travel agent/travel provider, regarding the best option for altering your trip. Some travel providers may provide penalty-free options to amend travel arrangements, and we recommend you contact them for further details.
Next steps you should take:
If you are travelling somewhere that experiences severe weather, be prepared and be informed. Before you go, know how to stay safe and avoid danger.
If you wish to make a claim, the best way to do this is by using our online claim form
You will need to submit all relevant supporting documentation to us for consideration. Whether you are claiming cancellation or additional expenses, you will need to submit all documents showing your original planned pre-paid arrangements, as well as receipts and documents showing your new arrangements and the non-refundable portion of your journey.
You should take all reasonable steps to minimise your expenses. This includes rearranging your journey where possible.
Naturally, any compensation or refunds you receive from a third party for transport, food or accommodation will be deducted from any settlement if your claim is accepted.
Issued: 24 October 2023
Tropical Cyclone Lola is expected to make landfall in Vanuatu's northern islands on 24 October and to intensify further as it passes through Vanuatu.
We are aware that this adverse weather activity will evolve and recommend you regularly check the Bureau of Meteorology, news and media, and transport websites for up-to-date information about the event and its impact on transportation and travel services.
If you are already in the affected areas and require emergency assistance please do not hesitate to contact our emergency assistance as soon as possible and safe to do so.
Policy Coverage
Please be aware that our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. This adverse weather activity and Cyclone Lola were widely published in the media at 12:00 am on 23rd October 2023 NZDT.
This means that any policies purchased after 12:00 am on 23rd October 2023 NZDT will not provide cover for losses arising from Cyclone Lola.
If you are currently travelling:
You should monitor Safe Travel, local news reports via Radio Vanuatu and VBTC (television). Follow the advice and warnings issued by the Vanuatu Meteorological and Geo-Hazards Department.
In the event of a cyclone, follow the National Disaster Management Office and Vanuatu Meteorological and Geo-Hazards Department advice.
If you have started your journey and your transport is delayed or cancelled or your accommodation is affected due to these events, there may be provision to claim for reasonable additional travel, accommodation, and meal expenses.
Limits, conditions and exclusions apply under your policy. For full details, you should refer to the (Policy wording)[/policy/] and Certificate of Insurance you received when you purchased your travel insurance.
If you haven’t departed yet:
If you have not yet departed, your policy may include cover for the cancellation of your journey, or the unused portions of your journey if you are directly affected by these events, depending on when you purchased your cover. Please note, we do not provide cover for change of mind, or no longer wishing to go to your destination.
We recommend you contact your travel agent/travel provider, regarding the best option for altering your trip. Some travel providers may provide penalty-free options to amend travel arrangements, and we recommend you contact them for further details.
Next steps you should take:
If you are travelling somewhere that experiences severe weather, be prepared and be informed. Before you go, know how to stay safe and avoid danger.
If you wish to make a claim, the best way to do this is by using our online claim form
You will need to submit all relevant supporting documentation to us for consideration. Whether you are claiming cancellation or additional expenses, you will need to submit all documents showing your original planned pre-paid arrangements, as well as receipts and documents showing your new arrangements and the non-refundable portion of your journey.
You should take all reasonable steps to minimise your expenses. This includes rearranging your journey where possible.
Naturally, any compensation or refunds you receive from a third party for transport, food or accommodation will be deducted from any settlement if your claim is accepted.
Issued: 19/10/23
The information in this coverage alert is current as of the time of publication but is subject to change as the situation develops.
On 19th October 2023, The New Zealand Government upgraded its travel advice for Lebanon to ‘Do Not Travel'. The ongoing conflict in Israel and the Occupied Palestinian Territories has the potential to impact the security situation throughout Lebanon.
Tensions are heightened due to recent events in Israel and Gaza. Daily military action is occurring in southern Lebanon and could escalate quickly. This could affect your ability to move to safety. Avoid areas where military activity is ongoing.
Our deepest sympathies go out to all those impacted by the devastating events in and around Lebanon, Israel and the Middle East.
If you are in Lebanon and require emergency assistance, please contact our emergency assistance team.
If you need New Zealand emergency consular assistance, contact 0800 30 10 30 9 (within NZ) or +64 99 20 20 20 (from overseas)
If you require flight repatriation, please register your details with the Ministry of Foreign Affairs and Trade.
If you are already travelling
If you are already travelling in or around the affected area, the New Zealand Government are advising travellers to avoid non-essential travel in Israel and the Occupied Palestinian Territories, including in East Jerusalem, Bethlehem, Jericho and Ramallah.
New Zealanders in Lebanon are strongly encouraged to register their details with the Ministry of Foreign Affairs and Trade and follow any advice and instructions issued by the local authorities. See the Israel Defence Forces Home Front Command website for details.
Terrorist attacks could happen at any time, always be alert and have an exit plan.
If you have not departed yet
If you have not yet departed, reconsider your need to travel. Many flights have been delayed or cancelled. Check with your airline for the latest updates before travelling.
We recommend you contact your travel agent or travel provider about the best way to alter your trip. Some travel providers may provide penalty-free options to amend travel arrangements, and we recommend you contact them in the first instance.
Travel Insurance Coverage
Generally, our policies do not provide cover for acts of war, or your choice to travel to, or remain in a destination where there are Do Not Travel warnings in place.
Please refer to General Exclusion 17 and General Exclusion 14
17) Your claim Arises from any act of war, whether war is declared or not or from any rebellion, revolution, insurrection or taking of power by the military.
14) Your claim Arises from, is related to, or associated with travelling to, planning to travel to, or choosing to remain in a country, region or part of a country for which;
(a) an advice or warning has been released by the New Zealand Ministry of Foreign Affairs and Trade (See www.safetravel.govt.nz) or any other government or official body; and the advice or warning risk rating is ‘Do Not Travel’ or advises against specific transport arrangements or participation in specific events or activities.
Having said that, if your trip is affected and you wish to make a claim, the best way to do this is by using our online claim form: https://www.1cover.co.nz/claims/making-a-claim/
Limits, conditions and exclusions apply under your policy. For full details, you should refer to the Product Wording and Certificate of Insurance you received when you purchased your travel insurance.
OTHER STEPS
Issued: 13/10/23
The information in this coverage alert is current as of the time of publication but is subject to change as the situation develops.
On 7 October, Israel declared a state of war in response to a reported attack by Hamas. Thousands of civilians have been killed or injured. Our deepest sympathies go out to all those impacted by this devastating event, especially to the families that have lost loved ones.
These events have led to the temporary closure of the international airport in Tel Aviv. Numerous international airlines have suspended their flights to and from Israel.
Due to the volatile security situation, including the threat of terrorism, armed conflict and civil unrest in Israel, the Occupied Palestinian Territories, and bordering countries, the New Zealand Government’s advice is to ‘Avoid non-essential travel’ to the region.
Furthermore, there is a ‘Do Not Travel’ warning for Gaza, the Palestinian territory of the West Bank and its periphery due to ongoing armed conflict.
If you are in Israel and require emergency assistance, please contact our emergency assistance team.
If you need New Zealand emergency consular assistance, contact 0800 30 10 30 9 (within NZ) or +64 99 20 20 20 (from overseas)
If you require flight repatriation, please register your details with the Ministry of Foreign Affairs and Trade.
If you are already travelling
If you are already travelling in or around the affected area, the New Zealand Government are advising travellers to avoid non-essential travel in Israel and the Occupied Palestinian Territories, including in East Jerusalem, Bethlehem, Jericho and Ramallah.
New Zealanders in Israel or the Occupied Palestinian Territories are strongly encouraged to register their details with the Ministry of Foreign Affairs and Trade and follow any advice and instructions issued by the local authorities. See the Israel Defence Forces Home Front Command website for details.
Terrorist attacks could happen at any time, always be alert and have an exit plan.
If you have not departed yet
If you have not yet departed, reconsider your need to travel. Many flights have been delayed or cancelled. Check with your airline for the latest updates before travelling.
We recommend you contact your travel agent or travel provider about the best way to alter your trip. Some travel providers may provide penalty-free options to amend travel arrangements, and we recommend you contact them in the first instance.
Travel Insurance Coverage
Generally, our policies do not provide cover for acts of war, or your choice to travel to, or remain in a destination where there are Do Not Travel warnings in place.
Please refer to General Exclusion 17 and General Exclusion 14
17) Your claim Arises from any act of war, whether war is declared or not or from any rebellion, revolution, insurrection or taking of power by the military.
14) Your claim Arises from, is related to, or associated with travelling to, planning to travel to, or choosing to remain in a country, region or part of a country for which;
(a) an advice or warning has been released by the New Zealand Ministry of Foreign Affairs and Trade (See www.safetravel.govt.nz) or any other government or official body; and the advice or warning risk rating is ‘Do Not Travel’ or advises against specific transport arrangements or participation in specific events or activities.
Having said that, if your trip is affected and you wish to make a claim, the best way to do this is by using our online claim form: https://www.1cover.co.nz/claims/making-a-claim/
Limits, conditions and exclusions apply under your policy. For full details, you should refer to the Product Wording and Certificate of Insurance you received when you purchased your travel insurance.
OTHER STEPS
Issued: 11 September 2023
On 8 September, a devastating 6.8 magnitude earthquake struck Morocco, southwest of Marrakesh. There has been widespread damage to buildings and infrastructure, including power, water, roads and communications. Be aware that aftershocks may occur. Follow media and safety instructions from local authorities. If you have concerns about family and friends in Morocco, try to contact them directly before calling the Consular Emergency Centre.
We understand this is a stressful time for our affected customers, and we are here to help our customers over the coming days and weeks with their claims and repatriation if required. If you are already in the affected areas, please do not hesitate to contact our emergency service if you require assistance.
If you're a customer who is travelling to, or are already in the affected areas and don't require emergency assistance, please refer to the information below.
POLICY COVERAGE
Please be aware that our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. The Morocco earthquake was widely published in the media from 9:00am AEDT on Saturday 9th September 2023.
This means that any policies purchased after 9:00 am AEDT on Saturday 9th September 2023 will not provide cover for losses arising from or related to the Morocco earthquake.
IF YOU ARE CURRENTLY TRAVELLING
IF YOU HAVEN'T DEPARTED YET
NEXT STEPS YOUR SHOULD TAKE
New Zealanders travelling in Morocco are encouraged to follow SafeTravel's current travel advice for Morocco
We will assess all claims in accordance with our policy wording and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your individual circumstances.
Issued: 25th July 2023
Severe weather events are currently affecting wide areas of the northern hemisphere including Europe, North America and Asia.
Extreme heat and wildfires are burning across Europe, including Greece, Spain and Italy, prompting evacuations.
Floods and landslides have claimed lives and forced evacuations across south and south-east Asia, including India, Bhutan and Nepal.
Severe flooding is expected in China.
Typhoon Egay (Doksuri) is approaching the Philippines and Taiwan.
If you're currently travelling or planning to travel in the coming weeks, it's important to know how to stay safe. We recommend regularly checking Safe Travel and the Bureau of Meteorology, news and media, and transport websites for up-to-date information about these events and its impact on travel.
If you are already in the affected areas and require emergency assistance please do not hesitate to contact our emergency service as soon as practicable and safe to do so.
POLICY COVERAGE
Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered a policy when these events were publicised within the mass media, we would expect that this was done with an awareness of these events.
We also do not provide cover where your claim is associated with travel to countries for which a 'Do Not Travel' warning has been issued by the New Zealand Government or there are circumstances that a reasonable person in your position should be aware of that may affect your travel. See General Exclusion 14.
IF YOU ARE CURRENTLY TRAVELLING:
IF YOU HAVEN'T DEPARTED YET:
If you have not yet departed, your policy may include cover for the cancellation of your journey, or the unused portions of your journey if you are directly affected by these events, depending on when you purchased your cover. Please note, we do not provide cover for change of mind, or no longer wishing to go to your destination.
We recommend you contact your travel agent/travel provider, regarding the best option for altering your trip. Some travel providers may provide penalty-free options to amend travel arrangements, and we recommend you contact them for further details.
NEXT STEPS:
If you are travelling somewhere that experiences severe weather, be prepared and be informed. Before you go, know how to stay safe and avoid danger.
If you or your travel plans are affected, you should take all reasonable steps to minimise your expenses. In the event of an emergency, please contact our emergency assistance team.
If you wish to make a claim, the best way to do this is by using our online claim form. You will need to submit all relevant supporting documentation to us for consideration. Whether you are claiming cancellation or additional expenses, you will need to submit all documents showing your original planned pre-paid arrangements, as well as receipts and documents showing your new arrangements and the non-refundable portion of your journey.
Naturally, any compensation or refunds you receive from a third party for transport, food or accommodation will be deducted from any settlement if your claim is accepted.
Issued: 9th May 2023
Wild weather, flooding and predicted thunderstorms have hit Auckland and surrounding areas.
We are aware that this adverse weather activity has been an evolving event and recommend you regularly check the Bureau of Meteorology, news and media, and transport websites for up-to-date information about the event and its impact on transportation and travel services.
If you are already in the affected areas and require emergency assistance please do not hesitate to contact our emergency service as soon as practicable and safe to do so.
POLICY COVERAGE
Please be aware that our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. This adverse weather activity was widely published in the media from 9:00am NZDT Tuesday 9th May 2023.
This means that any policies purchased after 9:00 am NZDT on Tuesday, 9 May 2023 will not provide cover for losses arising from or related to the Auckland Floods.
NEXT STEPS YOUR SHOULD TAKE
Issued: 10 February 2023
Tropical Cyclone Gabrielle formed off the coast of Northern Queensland, tracking near Norfolk Island with media reporting the high probability of making landfall on New Zealand’s North Island on Sunday, 12 February 2023.
We are aware that this adverse weather activity has been an evolving event and recommend you regularly check the Bureau of Meteorology, news and media, and transport websites for up-to-date information about the event and its impact on transportation and travel services. Tropical Cyclone Gabrielle is currently rated as a category one cyclone and is expected to strengthen further in the coming days becoming more severe.
If you are already in the affected areas and require emergency assistance please do not hesitate to contact our emergency service as soon as practicable and safe to do so.
POLICY COVERAGE
Please be aware that our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. This adverse weather activity and Cyclone Gabrielle were widely published in the media on the evening of 8 February 2023.
This means that any policies purchased after 9:00 am NZDT on Thursday, 9 February 2023 will not provide cover for losses arising from Cyclone Gabrielle.
NEXT STEPS YOUR SHOULD TAKE
Issued: 9 February 2023
Carnival Luminosa has cancelled all ports of call due to a tropical cyclone.
We are aware that many of our customers may be affected by this unfortunate event and that guests were notified of the change on February 8, the day of the first planned port of call in New Caledonia.
Carnival Luminosa is not the only vessel impacted by Tropical Cyclone Gabrielle. Royal Caribbean International’s Quantum of the Seas, also homeported from Brisbane, changed its itinerary sailing to Sydney and Tasmania rather than New Caledonia.
We have received a significant volume of enquiries due to this event which has placed immense pressure on our claims team who are working around the clock to get back to customers as quickly as possible. We appreciate and thank you in advance for your patience and understanding in this regard.
MAKING A CLAIM
If your cruise has been affected and you wish to make a claim for missed ports, the best way to do this is by using our online claim form: https://www.1cover.co.nz/claims/making-a-claim.
When submitting your claim, please select the benefit type "Other". You will need to provide a copy of your itinerary and a letter from the cruise ship specifying the ports missed and the reason for the missed ports.
Please Note:
Issued: 8 February 2023
A devasting earthquake of 7.8 magnitude struck the Turkish city of Kahramanmara at 04:17 am local time on Monday 7 February claiming the lives of thousands of people and injuring many more. With thousands of buildings collapsed and countless more damaged, the area is unsafe and travellers are advised to avoid heading to southeast Turkey and north Syria.
The media are continuing to report on a rising death toll and our thoughts and condolences go out to all those impacted by this catastrophic event.
We understand this is a stressful time for our affected customers, and we are here to help our customers over the coming days and weeks with their claims and repatriation if required. If you are already in the affected areas, please do not hesitate to contact our emergency service if you require assistance.
For the most part, travel to the leading tourism destinations are hundreds of kilometres away from the quake-hit areas and remain unaffected. Travel to areas like the Aegean coast is operating as normal.
If you're a customer who is travelling to, or are already in the affected areas and don't require emergency assistance, please refer to the information below.
IF YOU ARE CURRENTLY TRAVELLING:
IF YOU HAVEN'T DEPARTED YET:
Please note that there would be no coverage if your existing travel plans were not directly affected by the earthquake or if you just had a change of heart about your trip.
New Zealanders travelling in Turkey are encouraged to follow the Ministry of Foreign Affairs & Trade (MFAT) current travel advice for Turkey and register your details with Safe Travel.
A nationwide State of Emergency was imposed in Peru on 14th December 2022 due to the civil unrest and protests regarding the impeachment of former Peruvian president Pedro Castillo by Congress on 7th December.
Many New Zealanders have been stranded in Peru as violent protests erupted near the popular Incan ruins of Machu Picchu. The civil unrest has caused disruption to transport services including trains, roads and airports and tourist areas may be affected.
We advise all customers who are already in the affected areas, to take care and please do not hesitate to contact our emergency service if you require assistance.
DFAT is advising travellers to avoid all affected areas and follow local instructions.
If you have been affected by this event there may be a provision for you to claim certain benefits provided by your travel insurance policy. Claims will be assessed in accordance with your Product Disclosure Statement and may vary depending on the type of policy you purchased.
IMPORTANT NOTE ON POLICY COVERAGE
1Cover policies will not cover claims:
Next steps you should take
Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered a policy after 9:00 am (AEST) on 19 December 2022, we would expect that this was done with an awareness of this event. For these policies, we will not pay any claim caused by or arising from or in any way connected with the civil unrest.
In response to heightened tensions between Russia and Ukraine, on 12 February 2022 MFAT's, SafeTravel website updated its travel advisory for Ukraine advising New Zealanders to leave immediately. Travellers are also advised not to travel to Russia due to the impacts the armed conflict with Ukraine has had on commercial flight availability and access to financial services. Read their full updated travel advisories for Ukraine and Russia.
Several countries have imposed sanctions against Russia due to this ongoing event. These sanctions may make it unsafe or impossible to travel to or from certain locations. Medical care may also be difficult to obtain in certain locations.
We advise all customers who are already in the affected areas, to take care and please do not hesitate to contact our emergency service if you require assistance.
We further urge all travellers to pay close attention to the local media and emergency services, including keeping up-to-date with the latest travel advice on the MFAT smart traveller website.
IMPORTANT NOTE ON POLICY COVERAGE
1Cover policies will not cover claims:
1Cover has temporarily ceased issuing policies for Ukraine and Russia.
1Cover policies purchased on or after 19 November 2021 include coverage for overseas emergency medical and hospital expenses where a claim arises from a positive diagnosis of COVID-19 by a medical practitioner while on your journey. Please see the Product Disclosure Statement for full terms and conditions.
Policies purchased before 19 November 2021 remain unchanged. Our policies have a general exclusion for epidemics and pandemics. Therefore, if you purchased your policy before 19 November 2021, it is unlikely that any claim arising due to COVID-19 will be covered.
Due to the COVID-19 pandemic and its continued impact on travel, border settings and quarantine requirements are complex and can change at short notice. It is your responsibility to be informed about the requirements of your airline, all the destinations you're visiting and any requirements for your return to New Zealand. The Ministry of Foreign Affairs and Trade (MFAT) provides COVID-19 and International Travel Advisory via its SafeTravel website so that both vaccinated and unvaccinated travellers can take all precautions for safety.
Please contact our customer service team for assistance if you have any questions about our policy coverage.
From 19 April 2021, the trans-Tasman travel 'bubble' or 'green zone' between Australia and New Zealand will be fully operational. That means you will be able to travel quarantine-free between either country, subject to the following criteria:
You do not need to be vaccinated against COVID-19 to travel within the trans-Tasman bubble. But you should be prepared for the possibility of travel being disrupted or suspended if there are cases of community transmission in either country. You can monitor the status of the travel bubble via the official Unite Against COVID-19 website.
Travel Insurance
1Cover Travel Insurance can be purchased for upcoming travel within the trans-Tasman bubble. BUT COVER IS EXCLUDED FOR COVID-19. All of our policies have a general exclusion relating to epidemics and pandemics. Therefore, regardless of when you purchased your policy and the destination to which you are travelling, it is unlikely that any claim arising due to the Coronavirus will be covered.
USEFUL TRAVEL RESOURCES
The New Zealand Government is advising New Zealanders NOT TO TRAVEL OVERSEAS at this time due to the COVID-19 pandemic, associated health risks and travel restrictions.
Many countries and territories around the world have imposed strict travel restrictions and airline travel has been severely disrupted. Many borders are closed to people who are not citizens or permanent residents of that country. If you intend to travel, it is important to understand imposed travel restrictions, the requirement for travel exemptions and any quarantine rules before booking travel. Visit Unite Against COVID-19 to ensure that you’re prepared for travel outside of New Zealand. For further information on country specific travel warnings, visit Safe Travel.
We recognise that some customers are already overseas and may be experiencing difficulties in returning home to New Zealand. New Zealanders who cannot return home for the time being should take steps to stay safely where they are. If you’re stuck overseas and need to extend your policy, you can do this online via Your Policy Manager. Alternatively, you can contact our customer service team for assistance.
In response to announcements around a new strain of COVID-19, additional requirements for travellers returning to New Zealand from high-risk countries have been implemented. This includes new pre-departure COVID tests for travellers arriving from the UK and US which takes effect from 11:59pm 15 January 2021. For further information on pre-departure testing measures, please refer to the Unite against COVID-19 website.
It is important to know that all of our policies have a general exclusion relating to epidemics and pandemics. Therefore, regardless of when you purchased your policy and the destination to which you are travelling, any claim arising due to the Coronavirus will not be covered.
USEFUL TRAVEL RESOURCES
On 25 March 2020, the New Zealand Government issued its highest travel advice warning ('Do Not Travel') advising all New Zealanders not to travel overseas to any country in the world.
The upgraded advice is in response to the global coronavirus pandemic:
"We now advise that all New Zealanders do not travel overseas at this time due to the outbreak of COVID-19, associated health risks and travel restrictions. 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."
Emergency Contacts
It is always our priority to assist our customers when they need help. If you are overseas and have contracted the Coronavirus or have developed symptoms, please contact our 24/7 Emergency Assistance team on listed on this page.
Our 24/7 Emergency Assistance providers are receiving a high number of enquiries from people who are not in an emergency medical situation. We will all get through this situation by working together and prioritising people who are sick, injured and vulnerable. Please do not call this line if you are not in a medical emergency.
Policy coverage position
Our policies contain an exclusion relating to an epidemic or pandemic.
Therefore, regardless of when you purchased your policy and the destination to which you are travelling:
Why is there a general exclusion for pandemics and epidemics?
We understand that this is a difficult and stressful time for our customers. It is extremely difficult to assess and predict the scope and severity of wide-reaching catastrophic global events like pandemics, epidemics, or the outbreak of war. We do continue to assess all claims on a case-by-case basis, even with the general exclusion in place.
Can I still make a claim if you have an exclusion in your policy?
If you suffer a loss, you are still entitled to lodge a claim. Please do this through our online claims process. Every claim is assessed individually on a case-by-case basis by our claims team, and we will consider the policy wording and personal circumstances. Before and during the claims process, you can ask our claims team questions regarding your claim if you are unsure of what documents you need to provide. If, after your claim has been assessed, you are unhappy with the outcome, you can make a complaint, and will reconsider your claim in accordance with our Complaints Policy.
Your duty to mitigate costs
Your policy requires you to mitigate your costs. If your travel has been affected, we recommend you contact your travel agent, airline and accommodation provider as soon as possible if you would like to amend your travel plans. Some airlines, accommodation and tour providers have announced they are offering refunds and rescheduling.
Some airlines have announced they are offering refunds, and some are even offering to waive cancellation fees. Some hotel providers have issued statements that they will offer free cancellations on all bookings in countries affected by the coronavirus.
Further information
We've created a comprehensive Coronavirus Information Hub which contains our official statement, answers commonly asked questions, and provides tips on how you can recover costs. You can find the guide here.
Historic Coronavirus Travel Alerts
For historic Coronavirus travel alerts, please visit this page.
We are aware that a volcano in the Philippines near the capital Manila has erupted, prompting the evacuation of thousands of people and the cancellation of flights.
The Philippines Institute of Volcanology and Seismology has raised its alert level to 4 out of 5 — meaning "hazardous explosive eruption is possible within hours to days".
We advise all customers who are travelling to, or are already in the affected areas, to take care and please do not hesitate to contact our emergency service if you require assistance.
We also urge all travellers to remain up-to-date with the latest travel advice for the Philippines from Safe Travel.
The following information concerns policyholders whose travel arrangements have been affected by this event.
If you have not yet departed, your policy may include cover for cancellation of your journey, or the unused portions of your journey, if directly affected as a result of the volcanic eruption. We do not cover for change of mind.
If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a direct result of the volcanic eruption, and you have not yet departed, you may have provision claim for cancellation or rearrangement of your journey (whichever is the lesser).
We recommend you contact your travel agent/travel provider, regarding the best option in altering your trip. Some travel providers may provide penalty-free options to amend travel arrangements, and we recommend you contact them for further details.
Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 2AM on the 13 January 2020, we would expect that this was done with an awareness of this event. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the volcanic eruption.
In the event of a claim covered by your policy, you must take all reasonable steps to mitigate your out-of-pocket expenses, particularly when altering your trip arrangements (including seeking compensation from any travel service providers), and provide all supporting documentation related to expenses incurred.
We are aware of an active measles outbreak in a number of Pacific countries, including Samoa, American Samoa, Tonga, & Fiji
- The Government of Samoa declared a one-month state of emergency on 15 November.
- The Tonga Ministry of Health declared a measles outbreak on 22 October.
- The Fiji Ministry of Health declared a measles outbreak on 7 November.
We advise all customers who are travelling to, or are already in the affected areas, to take care and please do not hesitate to contact our emergency service if you require assistance.
We urge all travellers to remain up-to-date with the latest travel advice for Samoa, Tonga, Fiji, and to refer to the information provided on the Safe Travel Measles page.
The following information concerns policyholders whose travel arrangements have been affected by this event.
If you have started your journey and your journey has been affected due to the measles outbreak, there may be provision to claim for reasonable additional travel, accommodation and meal expenses. All claims will be assessed on a case by case basis.
We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements, and we recommend you contact them for further details.
Limits, conditions and exclusions apply under your policy and for full details you should refer to the Policy Wording and Certificate of Insurance you received when you purchased your travel insurance.
If you have not yet departed, your policy includes cover for cancellation of your journey, or the unused portions of your journey, if directly affected as a result of the measles epidemic. We do not cover for change of mind.
If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a direct result of the measles epidemic, and you have not yet departed, you may have provision claim for cancellation or rearrangement of your journey (whichever is the lesser).
We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty-free options to amend travel arrangements, and we recommend you contact them for further details.
Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 9AM on the 6th December 2019, we would expect that this was done with an awareness of this event. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with measles epidemic.
In the event of a claim covered by your policy, you must take all reasonable steps to mitigate your out of pocket expenses, particularly when altering your trip arrangements (including seeking compensation from any travel service providers), and provide all supporting documentation related to expenses incurred.
We are aware of the impact of protests, rioting and a state of emergency which is currently affecting areas of Chile. The unrest was sparked by increased metro fares and has broadened to reflect concerns over inequality and high living costs.
A state of emergency and night-time curfews have been declared by the government. The military has been deployed in several cities, with protestors and rioters subject to live rounds of ammunition, tear gas and water cannons. Subway and other public transport services have been suspended.
We advise all customers who are travelling to, or are already in the affected areas, to take care and please do not hesitate to contact our emergency service if you require assistance.
We urge all travellers to remain up-to-date with the latest travel advice for Chile from Safetravel.
The following information concerns policyholders whose travel arrangements have been affected by this event.
If you are currently travelling:
If you have started your journey and your transport is delayed or cancelled or your accommodation is affected due to protests or rioting, there may be provision to claim for reasonable additional travel, accommodation and meal expenses.
We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements, and we recommend you contact them for further details.
Limits, conditions and exclusions apply under your policy and for full details you should refer to the Policy Wording and Certificate of Insurance you received when you purchased your travel insurance.
If you haven't departed yet:
If you have not yet departed, your policy includes cover for cancellation of your journey, or the unused portions of your journey, if directly affected as a result of the protests and rioting. We do not cover for change of mind.
If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a direct result of protesting and rioting and you have not yet departed, you may have provision claim for cancellation or rearrangement of your journey (whichever is the lesser).
We recommend you contact your travel agent travel provider regarding the best option in altering your trip. Some travel providers may provide penalty-free options to amend travel arrangements, and we recommend you contact them for further details.
Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 9AM on the 21st October 2019 we would expect that this was done with an awareness of this event. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with protests in Chile.
Stay safe, follow instructions from authorities and monitor the media closely.
In the event of a claim covered by your policy, you must take all reasonable steps to mitigate your out of pocket expenses, particularly when altering your trip arrangements (including seeking compensation from any travel service providers), and provide all supporting documentation of the event and expenses incurred.
By reasonable we mean appropriate and consistent—for example, if you have been using two-star or budget accommodation on your trip to date, then we advise that the replacement accommodation you seek should be of a similar standard. For any questions, please contact our Customer Service.
We encourage you to follow the current travel advice for Chile and register your details with Safetravel.
We are aware of the impact of Typhoon Hagibis, which is currently affecting areas of Japan. The Japanese Meteorological Agency has forecast landfall on the Pacific Coast between Saturday and Sunday with torrential rains, high waves and tides, and potential flooding.
Airline and train services have announced suspended services. The expected impacts are such that organisers of the 2019 Rugby World Cup decided to cancel at least two matches scheduled to be played over the weekend.
We advise all customers who are travelling to, or are already in the affected areas, to take care and please do not hesitate to contact our emergency service if you require assistance. We urge all travellers to remain up-to-date with the latest travel advice for Japan from Safetravel.
If you are currently travelling:
If you are currently travelling and are in need of emergency assistance please call our emergency service.
If you have started your journey and your transport is cancelled, delayed, or diverted; or your accommodation is affected as a direct result of the typhoon, there may be provision to claim for reasonable additional travel, accommodation and meal expenses.
If you haven’t departed yet:
If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a direct result of the typhoon and you have not yet departed, you may be able to claim for cancellation or rearrangement of your journey (whichever is the lesser).
We recommend you contact your travel agent travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details.
Claims information:
Cover is only available for Typhoon Hagibis if you purchased a policy before 11am on Thursday 10th October 2019 (NZDT). This is because our travel insurance policies do not cover claims for losses caused by an event that you were aware of at the time of purchasing your policy.
If you entered a policy after 11am on Thursday 10th October 2019 (NZDT), we would expect you would have done so with an awareness of Typhoon Hagibis in Japan. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the typhoon.
In the event of a claim covered by your policy, you must take all reasonable steps to reduce the cost of the claim and provide all supporting documentation of the event and expenses incurred. For any questions, please contact our Customer Service.
We will assess all claims in accordance with your Policy Wording and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.
We are aware that Typhoon Faxai, may have an impact on 1Cover policyholders, particularly those travelling to and from airports in the Tokyo area.
Typhoon Faxai, one of the strongest typhoons to hit the coastal city of Chiba on Monday morning brought heavy rain and winds. The storm then moved over Tokyo metropolitan area paralysing transport, including rail services to Narita International airport.
We advise all customers who are travelling in and around the affected areas to take care during the current weather event, and please do not hesitate to contact our emergency service if you require assistance. We urge all people to remain up to date with the latest media advice.
The following information concerns policyholders whose travel arrangements have been affected by this weather event.
If You Are Currently Travelling:
If You Haven't Departed Yet:
Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 8am 9th September 2019 we would expect that this was done with an awareness of this weather event. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the Japan Typhoon.
Next Steps You Should Take
In the event of a claim covered by your policy, you must take all reasonable steps to mitigate your out of pocket expenses, particularly when altering your trip arrangements (including seeking compensation from any travel service providers), and provide all supporting documentation of the event and expenses incurred. By reasonable we mean appropriate and consistent—for example if you have been using two star or budget accommodation on your trip to date, then we advise that the replacement accommodation you seek should be of a similar standard.
Australians travelling in Japan are encouraged to plan accordingly. We encourage you to follow Department of Foreign Affairs and Trade (DFAT) current travel advice for Japan and register your details with Safetravel.
We are aware of protests that have effectively shut down Hong Kong Airport. This has resulted in several flights being cancelled. We advise all of our customers transiting through or travelling to Hong Kong to check with their airlines for latest flight information. If you require any emergency assistance, please contact us as soon as possible.
The following information concerns those affected by the events at Hong Kong airport and who purchased their policy within dates where cover was available.
If you are currently travelling:
If you have started your journey and your transport is delayed or cancelled or your accommodation is affected due to the events at Hong Kong airport, there may be provision to claim for reasonable additional travel, accommodation and meal expenses.
Limits, conditions and exclusions apply under your policy and for full details you should refer to the Policy Wording and Certificate of Insurance you received when you purchased your travel insurance.
If you haven't departed yet:
If you have not yet departed, your policy includes cover for cancellation of your journey, or the unused portions of your journey, as a result of the events at Hong Kong airport.
If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the events at Hong Kong airport, and you have not yet departed, you may be able to claim for cancellation or rearrangement of your journey (whichever is the lesser).
We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details.
Claims information:
In the event of a claim covered by your policy, you must take all reasonable steps to reduce the cost of the claim and provide all supporting documentation of the event and expenses incurred. To lodge a claim, please click here. For further information, please contact customer service.
Our policies do not cover claims for losses caused by an event that you were aware of at the time of purchasing your policy. If you entered a policy after the time noted above, we would expect you would have done so with an awareness of the unrest in Hong Kong. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with protests and resulting events at Hong Kong airport.
Please contact your airline for any information regarding travel delays:
• Qantas
• Cathay Pacific
• British Airways
• Singapore Airlines
You can also visit Safetravel.govt.nz for updated information.
We are aware of an earthquake that struck the resort region of Bali, Indonesia, just after 8am local time (10am AEST). The media are reporting that damage to buildings is isolated, and that no fatalities have occurred. No tsunami warning has been issued at this stage.
We advise all customers who are travelling to or are already in the affected areas to take care and please do not hesitate to contact our emergency service if you require assistance. We urge all travellers to remain up-to-date with the latest travel advice from Safetravel.
If you are currently travelling:
If you are currently travelling and are in need of emergency assistance please call +64 9884 0229. If you have started your journey and your transport is cancelled, delayed, or diverted; or your accommodation is affected as a direct result of the earthquake, there may be provision to claim for reasonable additional travel, accommodation and meal expenses.
If you haven't departed yet:
If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the Bali earthquake and you have not yet departed, you may have provision to claim for cancellation or rearrangement of your journey (whichever is the lesser).
We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details.
Claims information:
Cover is only available for the Bali earthquake if you purchased a policy before Midday Tuesday 16th July 2019 (AEST).
This is because our travel insurance policies do not cover claims for losses caused by an event that you were aware of at the time of purchasing your policy.
If you entered a policy outside of the covered time periods, we would expect you would have done so with an awareness of the earthquake in Bali. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the Bali earthquake dated 16th July 2019.
In the event of a claim covered by your policy, you must take all reasonable steps to reduce the cost of the claim and provide all supporting documentation of the event and expenses incurred. For any questions, please contact Customer Service on 0800 468 220 or email [email protected].
We will assess all claims in accordance with your Policy Wording and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.
We wish to update about the recent Mount Agung eruption in Bali. The volcano continues to erupt intermittently, with the most recent eruption spreading ash over the south of Bali. This is causing some delays and cancellation of flights.
Please note, our policy continues to EXCLUDE COVER FOR MOUNT AGUNG VOLCANO. This has been in place since November 22nd 2pm (NZDT), 2017.
Cover is only available for Mount Agung If you purchased a policy before 12am 16th September 2017 (NZDT) or between 11am 6th November and midday 22nd November 2017 (NZDT).
This is because our policies do not cover claims for losses caused by an event that you were aware of at the time of purchasing your policy.
If you entered a policy outside of the covered time periods, we would expect you would have done so with an awareness of heightened volcanic activity in Bali. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the Mount Agung volcanic ash cloud.
Due to customer questions around Mount Agung eruptions, we publish regular updates in relation to this event. Please scroll down this page for further information.
On April 21st, 2019 multiple bomb blasts occurred at different hotels and churches in Sri Lanka, including in Colombo, Negombo and Batticaloa.
The media are advising that above 290 people have died in this tragic event and hundreds more have been injured. We would firstly like to extend our deepest sympathies to all those affected.
We strongly advise all our customers who are travelling to or are already in the affected areas to remain up to date with the latest travel advice from Safetravel. If necessary, do not hesitate to contact 1Cover’s emergency assistance if you need help or medical advice.
If you are currently travelling:
Policy Coverage:
- Limits, conditions and exclusions apply under your policy and for full details you should refer to the Policy Wording and Certificate of Insurance you received when you purchased your travel insurance.
- We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details.
- We will assess all claims in accordance with your Policy Wording and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.
On 28 September 2018, a 7.5 magnitude earthquake and subsequent 18-foot tsunami hit Central Sulawsi leaving Palu and the surrounding area devasted. The media are advising that well above 800 people have died in this tragic event. Our heart-felt thoughts go out to all those individuals and families that have been affected.
Communications and transport infrastructure in the Palu area have been paralysed. New Zealanders wishing to depart the area should check with their local travel provider, monitor media and follow the instructions of local authorities. The level of advice from the Ministry of Foreign Affairs and Trade (MFAT) remains. Exercise a high degree of caution in Indonesia, including Bali and southern Lombok. Reconsider you r need to travel to northen Lombok, the Gili Islands and Central Sulawesi and Papua provinces. Please visit the Safe Travel website to stay up to date with the latest advice issued by MFAT.
If you are in Indonesia and need emergency assistance, please call us on +64 9887 7837.
We are aware that an earthquake has struck on the island of Lombok in Indonesia which may have an impact on policyholders travelling to the area. Our sympathies and thoughts go out to all those affected by this.
We advise all customers who are travelling to or are already in the affected areas to take care and please do not hesitate to contact our emergency service if you require assistance. We urge all travellers to remain up to date with the latest travel advice from Smartraveller.
If you are currently travelling:
If you haven't departed yet:
• If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the Lombok earthquake and you have not yet departed, you may have provision to claim for cancellation or rearrangement of your journey (whichever is the lesser).
• We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details.
Claims information:
In the event of a claim covered by your policy, you must take all reasonable steps to reduce the cost of the claim and provide all supporting documentation of the event and expenses incurred. For any questions, please contact Customer Service on 0800 468 220 or email [email protected].
We will assess all claims in accordance with your Policy Wording and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.
We wish to update customers about Mount Agung in Bali. The volcano continues to erupt intermittently and there is a volcanic ash cloud that is causing some disruption to flights.
Our policy continues to EXCLUDE COVER FOR MOUNT AGUNG VOLCANO. This has been in place since November 22nd 2pm (NZDT), 2017.
Cover is only available for Mount Agung If you purchased a policy before 12am 16th September 2017 (NZDT) or between 11am 6th November and midday 22nd November 2017 (NZDT). The reason this is in place is because our policies do not cover claims for losses caused by an event that you were aware of at the time of purchasing your policy.
If you entered a policy during the times noted above, we would expect you would have done so with an awareness of the heightened volcanic activity. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the Mt Agung volcanic ash cloud. Please refer to all Bali travel alerts below for further information.
The Kilauea Volcano on Hawaii has erupted and we are closely monitoring events.
Volcanic ash is a serious safety concern for aircrafts, and airlines are monitoring the situation closely. For a full list of affected flights, please check with your airline.
The following information concerns those affected by the volcanic activity cloud that purchased their policy within dates where cover was available.
If you are currently travelling:
• If you have started your journey and your transport is delayed or cancelled or your accommodation is affected due to Kilauea volcanic activity, there may be provision to claim for reasonable additional travel, accommodation and meal expenses.
• Limits, conditions and exclusions apply under your policy and for full details you should refer to the Policy Wording and Certificate of Insurance you received when you purchased your travel insurance.
If you have not yet departed:
• If you have not yet departed, your policy includes cover for cancellation of your journey, or the unused portions of your journey, as a result of Kilauea volcanic activity.
• If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the Kilauea volcanic activity and you have not yet departed, you may be able to claim for cancellation or rearrangement of your journey (whichever is the lesser).
• We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details.
Claims Information
In the event of a claim covered by your policy, you must take all reasonable steps to reduce the cost of the claim and provide all supporting documentation of the event and expenses incurred. To lodge a claim, please click here. For further information, please contact customer service.
Our policies do not cover claims for losses caused by an event that you were aware of at the time of purchasing your policy. If you entered a policy after the time noted above, we would expect you would have done so with an awareness of the heightened volcanic activity. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the Kilauea Volcano or subsequent volcanic ash clouds.
Mt. Sinabung, Sumatra, Indonesia – Erupted on 13 January
Mt. Agung, Bali, Indonesia – Erupted on 16 January
Mt. Mayon, Philippines – Impending Eruption
As Mt. Sinabung has already erupted, and Mt. Mayon is experiencing an impending eruption, they are now known events. This means that we will treat any claims related to volcanic activity from policies purchased after 16 January 2018 as ‘foreseen’ and therefore not covered under a relevant insurance policy. Even so, if you would still like us to consider whether your loss is covered then please submit a claim.
For details on cover for Mt. Agung please refer the travel alerts below.
We wish to inform customers about an update on Mount Agung in Bali. The volcano continues to erupt intermittently. The latest eruption occurred on 16th January 2018 resulting in further Ash Clouds. Our policy continues to EXCLUDE COVER FOR MOUNT AGUNG VOLCANO. This has been in place since November 22nd 2pm (NZDT).
Cover is only available for Mount Agung If you purchased a policy before 12am 16th September 2017 (NZDT) or between 11am 6th November and midday 22nd November 2017: The reason this is in place is because our policies do not cover claims for losses caused by an event that you were aware of at the time of purchasing your policy.
If you entered a policy during the times noted above, we would expect you would have done so with an awareness of the heightened volcanic activity. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the Mt Agung volcanic ash cloud. Please refer to all the travel alerts below for further information.
Updated Alert: 27th November 2017
Bali’s Mount Agung volcano has erupted for a second time causing disruptions to flights in and out of Bali.
Volcanic ash is a serious safety concern for aircrafts, and airlines are monitoring the situation closely. For a full list of affected flights, please check with your airline.
Qantas: 13 13 13; +62 21 25556300
Virgin: 13 67 89; +61 7 3295 2296
Jetstar: 13 15 38; +61 3 9645 5999
Garuda Air: +62 21 2351 9999
Tigerair: 1300 174 266; +61 7 3295 2104
The following information concerns those affected by the Mount Agung volcanic ash cloud that purchased their policy within dates where cover was available.
If you are currently travelling:
• If you have started your journey and your transport is delayed or cancelled or your accommodation is affected due to Mt. Agung volcanic activity, there may be provision to claim for reasonable additional travel, accommodation and meal expenses.
• Limits, conditions and exclusions apply under your policy and for full details you should refer to the Policy Wording and Certificate of Insurance you received when you purchased your travel insurance.
• If you have not yet departed, your policy includes cover for cancellation of your journey, or the unused portions of your journey, as a result of Mt. Agung volcanic activity.
If you have not yet departed:
• If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the Mt. Agung volcanic activity and you have not yet departed, you may be able to claim for cancellation or rearrangement of your journey (whichever is the lesser).
• We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details.
Claims Information
In the event of a claim covered by your policy, you must take all reasonable steps to reduce the cost of the claim and provide all supporting documentation of the event and expenses incurred. To lodge a claim, please click here. For further information, please contact customer service.
Our policies do not cover claims for losses caused by an event that you were aware of at the time of purchasing your policy. If you entered a policy during the times noted above, we would expect you would have done so with an awareness of the heightened volcanic activity. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the Mt Agung volcanic ash cloud.
Updated Alert: 22 November 2017
Mount Agung, Bali, Indonesia has begun erupting. There is still an exclusion zone in place with public activity prohibited within a proximity of 7.5 kilometres and 6 kilometres in some areas. No flights to or from Bali have been affected at this stage and Bali's international airport remains open. We are now issuing a cut-off time for new policies purchased for this known event.
For policies purchased after 2PM (NZDT) on 22 November 2017 cover is not available for claims arising from any volcanic activity, including travel service disruptions due to ash cloud, as such events were not considered unforeseen at the time of purchase.
For policies purchased between 11am 6th November until 2pm (NZDT) on Wednesday 22 November 2017, cover is available where you have no option but to change your travel plans because your service provider cancels or restricts services as a result of any volcanic activity. Where your trip has not yet begun, cover is available for the lesser of rearrangement or cancellation costs.
We are monitoring the situation and will advise if and when this position changes.
The MFAT is urging travellers to monitor local media, follow instructions from local authorities and contact airlines if the volcano does erupt.
From 6th November 11am NZDT
Indonesian authorities lowered the volcano’s alert status one notch, to the second-highest alert level (level 3) on Sunday 29th October following a significant decrease in seismic activity. There is still an exclusion zone in place, however the radius has been reduced. Public activity is prohibited within a proximity of 7.5 km and 6 kilometres in some areas.
If you purchased a policy after 11AM NZDT on 6th November 2017 and experience travel disruptions directly relating to a change in volcanic activity or threat level, it will be considered a new, unforeseeable event with regard to cover under your travel insurance policy.
We are monitoring the situation and will advise if and when this position changes.
The MFAT is urging travellers to monitor local media, follow instructions from local authorities and contact airlines if the volcano does erupt.
For policies purchased between 12:00pm (NZDT) on 16th September 2017 and 11:00AM (NZDT) on 6th November 2017 cover is not available for claims arising from any volcanic activity, including travel service disruptions due to ash cloud, as such events were not considered unforeseen at the time of purchase.
For further information please refer to our original alerts issues 16th September 2017
Please be advised that Virgin has cancelled flights between Australia, New Zealand and Samoa from the 13th of November 2017.
If you are currently travelling:
If you have started your journey and your flight between New Zealand and Samoa has been cancelled or delayed, there may be provision to claim for reasonable expenses incurred.
Limits, conditions and exclusions apply under your policy and for full details you should refer to the Policy Wording and Certificate of Insurance you received when you purchased your travel insurance.
Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy 9.00am NZDT Thursday 2nd November 2017: we would expect that this was done with an awareness of the Virgin flight cancellations. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the flight cancellations.
What next steps should you take?
You should take all reasonable steps to minimise your expenses and this includes rearranging your journey where possible. By reasonable we mean appropriate and consistent—for example if you have are looking for alternative travel arrangements to Apia you should attempt to book the same fare class as your original arrangement.
We will assess your claim under the terms and conditions of your travel insurance policy.
If you are claiming cancellation or additional expenses you will need to submit all documents showing what your original planned pre-paid arrangements were, along with any receipts and documents showing your new arrangements, and advice from the travel provider indicating the non-refundable portion of the journey.
Any compensation and/or refunds you receive from a third party (e.g. airline) for transport, food or accommodation will be deducted from any settlement if your claim is accepted.
Contact information for Virgin can be found here.
Indonesian authorities continue to watch and wait on the Volcano after having raised the alert recently. The Australian Foreign Office has latest advice here for tourists:
The advice has not changed since 16th September and they continue to recommend exercising a high degree of caution and to remain in touch with your travel and tour operators.
Latest media links here:
TVNZ - The BBC - The Bali Tourist Board
We understand many customers have questions on Bali and their Travel Insurance. Regarding your Travel Insurance policy, the following travel warning remains in place from 16th September 2017. Please read this below. We recommend you also keep a close eye on the foreign office MFAT website.
We are aware that an earthquake has struck near Mexico City which may have an impact on policyholders travelling to the area. If you are currently travelling and need emergency assistance please call +64 9887 7837.
If you are currently travelling:
If you have started your journey and your transport is delayed or cancelled or your accommodation is affected as a direct result of the earthquake, there is cover to claim for reasonable additional travel, accommodation and meal expenses.
We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details.
Limits, conditions and exclusions apply under your policy and for full details you should refer to the Policy Wording and Certificate of Insurance you received when you purchased your travel insurance.
If you have not yet departed, your policy includes cover for cancellation of your journey, or the unused portions of your journey, as a result of the earthquake.
If you have not yet departed:
If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a direct result of the earthquake and you have not yet departed, you may be able to claim for cancellation or rearrangement of your journey (whichever is the lesser).
We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details.
Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 11AM (NZST) on Saturday 19th September 2017 we would expect that this was done with an awareness of the earthquake. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the earthquake
We are aware that some flights in and out of Auckland have been cancelled or delayed due to the fuel shortage at Auckland Airport. Fuel supplies have been rationed and airlines are looking to refuel in Australia and elsewhere to keep long-haul services running. The following information concerns policyholders whose pre-paid travel arrangements have been affected by this event.
If you have been affected by the fuel shortage, there is cover for you to claim for any costs associated with re arranging your travel plans. This includes any costs incurred by you in rearranging connecting flights and/or altering any pre-paid accommodation and booking arrangements.
We will reimburse you the lessor of:
(a) the total value of your unused, prepaid travel costs; or
(b) the total value of your confirmed and reasonable additional alteration costs.
You should contact your travel provider in the first instance who may be able to assist you in keeping your additional costs to a minimum.
You will need to seek reimbursement directly from your airline for any loss associated with your original flight from or to Auckland affected by the fuel shortage.
Claims will be assessed in accordance with your Policy Wording and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.
Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you purchased your policy after 10AM (NZST) on Saturday 17th September 2017 we would expect that this was done with an awareness of the current Auckland Airport Fuel Crisis. For these policies, we will not pay any claim arising from or in any way connected with flight delays, cancellations or disruptions caused by the fuel shortage.
You will still be covered for other unexpected events according to the terms and conditions of your policy.
Contact your airline or travel provider you booked with as you may be able to rebook your arrangements without extra costs.
Indonesia has raised the alert level for the Mount Agung volcano on the tourist island of Bali following an increase in volcanic and tectonic activity.
The National Disaster Mitigation Agency said that the alert has been raised from normal to vigilance.It warned against panic, saying there would be further increases in volcanic activity and changes to the alert level before an eruption.
Mt. Agung was active 99 times between August and September, according to the head of the Karangasem Regional Disaster Mitigation Agency (BPBD), Ida Bagus Ketut Arimbawa.
"It is true that for the past month there has been an increase in activity with small rumblings several times, but the condition of Mt. Agung is still normal. It's safe for climbers looking one, to two days ahead. But be careful and vigilant," Arimbawa informed Tribun Bali.
As of today no flights have been reported cancelled and diverted. However in the future the airlines may cancel or divert future flights into and out of Denpasar
Volcanic ash is a serious safety concern for aircrafts, and airlines are to monitoring the situation closely. For a full list of affected flights, check the Air NZ, Virgin , Qantas, Tigerair and Jetstar websites.
The following information concerns those affected by the Mt Agung volcanic activity.
We will assess all claims in accordance with your Policy Wording and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances
If you are currently planning on travelling to Bali or due to fly home soon you should contact your airline as soon as possible. Here are some useful Airline contact details for you:
Qantas Airways: 13 13 13
Bureau of Meteorology - for the latest information about volcanic activity.
Please also check out various news sites for updates on the latest Volcanic Activity.
We are aware that an earthquake has struck off the coast of Mexico, and may have an impact on policyholders travelling to the area. If you are currently travelling and need emergency assistance please call +64 9887 7837.
Please note we will assess all claims in accordance with the Policy Wording and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.
If you are currently travelling:
If you have started your journey and your transport is delayed or cancelled or your accommodation is affected as a direct result of the earthquake, there may be provision to claim for reasonable additional travel, accommodation and meal expenses.
Limits, conditions and exclusions apply under your policy and for full details you should refer to the Policy Wording and Certificate of Insurance you received when you purchased your travel insurance.
If you have not yet departed, your policy includes cover for cancellation of your journey, or the unused portions of your journey, as a result of the earthquake.
If you have not yet departed:
If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a direct result of the earthquake and you have not yet departed, you may be able to claim for cancellation or rearrangement of your journey (whichever is the lesser).
We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details.
Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 4pm NZST Friday 8th September 2017 we would expect that this was done with an awareness of the earthquake. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the earthquake.
We are aware that Hurricane Irma may have an impact on policyholders travelling to or from Florida.
We advise all customers who are travelling to or are already in the affected areas to take care during the current weather event, and please do not hesitate to contact our emergency service if you require assistance. We urge all people to remain up to date with the latest media advice.
The following information concerns policyholders whose travel arrangements have been affected by this weather event.
If you have been affected by this event there may be provision for you to claim for benefits provided by your Travel Insurance Policy. Claims will be assessed in accordance with your Policy Wording and may vary depending on the type of policy you purchased.
There is provision to claim for the forfeiture of any pre-booked travel arrangements that are cancelled due to this weather event, including accommodation, flights, tours, and other travel arrangements.
We recommend you contact your travel agent or travel provider regarding the best option in altering your trip.
If you’re currently travelling there is provision to claim for any reasonable additional travel and accommodation expenses if your scheduled or connecting transport is cancelled, delayed, shortened or diverted because of Hurricane Irma.
Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 12pm (NZST) Wednesday 6th September 2017 we would expect that this was done with an awareness of Hurricane Irma. For these policies, we will not pay any claim caused by or arising from or in any way connected with Hurricane Irma.
We would firstly like to extend our sympathies to all those affected by the tragic event in Barcelona on the 18th of August 2017.
We encourage you to follow the advice issued by the Ministry of Foreign Affairs and Trade (MFAT) via its website. MFAT is urging New Zealanders to follow local media for latest security information.
If you have been injured as a result of the attack in Barcelona, we can help. If you need medical advice or emergency medical assistance please contact our 24-hour Emergency Assistance team.
Limits, conditions and exclusions apply under your policy and for full details you should refer to the Policy Wording and Certificate of Insurance you received when you purchased your travel insurance.
We will assess all claims in accordance with your Policy Wording and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.
We are aware that floods in Timaru may have an impact on policyholders travelling to or from Timaru.
We advise all customers who are travelling to or are already in the affected areas to take care during the current weather event, and please do not hesitate to contact our emergency service if you require assistance. We urge all people to remain up to date with the latest media advice.
The following information concerns policyholders whose travel arrangements have been affected by this weather event.
If you have been affected by this event there may be provision for you to claim for benefits provided by your Travel Insurance Policy. Claims will be assessed in accordance with your Policy Wording and may vary depending on the type of policy you purchased.
There is provision to claim for the forfeiture of any pre-booked travel arrangements that are cancelled due to this weather event, including accommodation, flights, tours, and other travel arrangements.
We recommend you contact your travel agent or travel provider regarding the best option in altering your trip.
If you’re currently travelling there is provision to claim for any reasonable additional travel and accommodation expenses if your scheduled or connecting transport is cancelled, delayed, shortened or diverted because of the flooding.
Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 5.30PM (AEST) 21st July 2017 we would expect that this was done with an awareness of the flooding. For these policies, we will not pay any claim caused by or arising from or in any way connected with the Timaru floods.
We are aware that some flights in and out of New Zealand have been cancelled due to severe weather conditions. The following information concerns policyholders whose travel arrangements have been affected by this event;
If you have been affected by this event there may be
Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after
We would firstly like to extend our sympathies to all those affected by the tragic event in London on the 3rd of June 2017 (local time).
We encourage you to follow the advice issued by the Ministry of Foreign Affairs and Trade (MFAT) via its website. DFAT is urging Australians to follow local media for latest security information.
If you have been injured as a result of the attack in London, we can help. If you need medical advice or emergency medical assistance please contact our 24-hour Emergency
Limits, conditions and exclusions apply under your policy and for full details you should refer to the Policy Wording and Certificate of Insurance you received when you purchased your travel insurance.
We will assess all claims in accordance with your Policy Wording and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.
We would firstly like to extend our sympathies to all those affected by the tragic event in Manchester on 23rd May 2017.
We encourage you to follow the advice issued by the Ministry of Foreign Affairs and Trade (MFAT) via its website. DFAT is urging New Zealanders to follow local media for latest security information.
If you have been injured as a result of the attack in Manchester, we can help. If you need medical advice or emergency medical assistance please contact our 24-hour Emergency
Limits, conditions and exclusions apply under your policy and for full details you should refer to the Policy Wording and Certificate of Insurance you received when you purchased your travel insurance.
We will assess all claims in accordance with your Policy Wording and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.
We are aware that Cyclone Donna may have an impact on policyholders travelling to or from Vanuatu.
We advise all customers who are travelling to or are already in the affected areas to take care during the current weather event, and please do not hesitate to contact our emergency service if you require assistance. We urge all people to remain up to date with the latest media advice.
The following information concerns policyholders whose travel arrangements have been affected by this weather event.
If you have been affected by this event there may be
There is provision to claim for the forfeiture of any pre-booked travel arrangements that are cancelled due to this weather event, including accommodation, flights, tours, and other travel arrangements.
We recommend you contact your travel agent or travel provider regarding the best option in altering your trip.
If you’re currently travelling there is provision to claim for any reasonable additional travel and accommodation expenses if your scheduled or connecting transport is cancelled, delayed, shortened or diverted because of Cyclone Donna.
Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after
We are aware that Cyclone Cook may have an impact on policyholders travelling from or to the North Island and Nelson/Blenheim region of New Zealand.
We advise all customers who are travelling to or are already in the affected areas to take care during the current weather event, and please do not hesitate to contact our emergency service if you require assistance. We urge all people to remain up to date with the latest media advice.
The following information concerns policyholders whose travel arrangements have been affected by this weather event.
If you have been affected by this event there may be
There is provision to claim for the forfeiture of any pre-booked travel arrangements that are cancelled due to this weather event, including accommodation, flights, tours, and other travel arrangements.
We recommend you contact your travel agent or travel provider regarding the best option in altering your trip.
If you’re currently travelling there is provision to claim for any reasonable additional travel and accommodation expenses if your scheduled or connecting transport is cancelled, delayed, shortened or diverted because of Cyclone Cook.
Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after
We are aware that Cyclone Debbie may have an impact on policyholders travelling to the North Queensland area.
We advise all customers who are travelling to or are already in the affected areas to take care during the current weather event, and please do not hesitate to contact our emergency service if you require assistance. We urge all people to remain up to date with the latest media advice.
The following information concerns policyholders whose travel arrangements have been affected by this weather event.
If you have been affected by this event there may be
There is provision to claim for the forfeiture of any pre-booked travel arrangements that are cancelled due to this weather event, including accommodation, flights, tours, and other travel arrangements.
We recommend you contact your travel agent or travel provider regarding the best option in altering your trip.
If you’re currently travelling there is provision to claim for any reasonable additional travel and accommodation expenses if your scheduled or connecting transport is cancelled, delayed, shortened or diverted because of Cyclone Debbie.
Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after
We would firstly like to extend our sympathies to all those affected by the tragic event in London on Wednesday, 22 March 2017.
We encourage you to follow the advice issued by the Department of Foreign Affairs and Trade (DFAT) via its website. DFAT is urging Australians to follow local media for latest security information (http://www.bbc.com/news/live/uk-39355505).
If you have been injured as a result of the attack in London, we can help. If you need medical advice or emergency medical assistance please contact our 24-hour Emergency
Limits, conditions and exclusions apply under your policy and for full details you should refer to the Policy Wording and Certificate of Insurance you received when you purchased your travel insurance.
We will assess all claims in accordance with your Policy Wording and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.
To help Australians avoid difficulties overseas, the Department of Foreign Affairs and Trade (DFAT) maintains travel advisories for more than 160 destinations overseas via its website www.smarttraveller.gov.au. DFAT’s travel advice provides accurate, up-to-date information about the risks Australians might face overseas, assisting you to make well-informed decisions about whether, when and where to travel. We recommend that you stay up-to-date with its destination specific travel advisories for the country of your destination as your travel insurance cover may be affected if you travel to
We would firstly like to extend our deepest sympathies to all those affected by this tragic event.
If you are currently travelling:
Policy coverage:
What next steps should you take?
We would firstly like to extend our sympathies to all those affected by the earthquakes in Japan. Please be advised there is currently a tsunami warning in place. We urge all people in the area to stay safe and follow the directions of emergency service personnel.
If you are currently travelling and need emergency assistance, please call +64 9887 7837.
Please note we will assess all claims in accordance with the Policy Wording and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.
If you are currently travelling:
If you have started your journey and your transport is delayed or cancelled or your accommodation is affected as a direct result of the earthquakes, there may be provision to claim for reasonable additional travel, accommodation and meal expenses.
Limits, conditions and exclusions apply under your policy and for full details you should refer to the Policy Wording and Certificate of Insurance you received when you purchased your travel insurance.
If you have not yet departed, your policy includes cover for cancellation of your journey, or the unused portions of your journey, as a result of the earthquakes.
If you have not yet departed:
If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a direct result of the earthquakes and you have not yet departed, you may be able to claim for cancellation or rearrangement of your journey (whichever is the lesser).
We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide
Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after
You should take all reasonable steps to minimise your expenses and this includes rearranging your journey where possible. By reasonable we mean appropriate and consistent—for
We will assess your claim under the terms and conditions of your travel insurance policy. If you have a Cancellation only policy, your policy does not include cover for any additional expenses. If you have a Budget policy, please refer to your Policy Wording for the precise benefits covered.
You will need to submit all receipts for any additional transport, food or accommodation expenses. If you are claiming cancellation or additional expenses you will need to submit all documents showing what your original planned pre-paid arrangements were, along with any receipts and documents showing your new arrangements, and advice from the travel provider indicating the non-refundable portion of the journey.
Any compensation and/or refunds you receive from a third party (e.g. airline) for transport, food or accommodation will be deducted from any settlement if your claim is accepted.
To help Australians avoid difficulties overseas, the Department of Foreign Affairs and Trade (DFAT)maintains travel advisories for more than 160 destinations overseas via its website. DFAT’s travel advice provides accurate, up-to-date information about the risks Australians might face overseas and at home, assisting you to make well-informed decisions about your travel plans. We recommend that you stay up-to-date with any travel warnings in relation to Japan.
We would firstly like to extend our deepest sympathies to all those affected by the earthquake in New Zealand, and we urge all people in the area to stay safe and follow the directions of emergency service personnel.
If you are currently travelling and need emergency assistance please call +64 9887 7837
Please note we will assess all claims in accordance with the Policy Wording and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.
If you are currently travelling:
If you have started your journey and your transport is delayed or cancelled or your accommodation is affected as a direct result of the earthquake, there may be provision to claim for reasonable additional travel, accommodation and meal expenses.
Limits, conditions and exclusions apply under your policy and for full details you should refer to the Policy Wording and Certificate of Insurance you received when you purchased your travel insurance.
If you have not yet departed, your policy includes cover for cancellation of your journey, or the unused portions of your journey, as a result of the earthquake.
If you have not yet departed:
If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a direct result of the earthquake and you have not yet departed, you may be able to claim for cancellation or rearrangement of your journey (whichever is the lesser).
We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide
Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after
You should take all reasonable steps to minimise your expenses and this includes rearranging your journey where possible. By reasonable we mean appropriate and consistent—for
We will assess your claim under the terms and conditions of your travel insurance policy. If you have a Cancellation only policy, your policy does not include cover for any additional expenses. If you have a Budget policy, please refer to your Policy Wording for the precise benefits covered.
You will need to submit all receipts for any additional transport, food or accommodation expenses. If you are claiming cancellation or additional expenses you will need to submit all documents showing what your original planned pre-paid arrangements were, along with any receipts and documents showing your new arrangements, and advice from the travel provider indicating the non-refundable portion of the journey.
Any compensation and/or refunds you receive from a third party (e.g. airline) for transport, food or accommodation will be deducted from any settlement if your claim is accepted.
To help New Zealanders avoid difficulties overseas, the Ministry of Foreign Affairs and Trade (MFAT) maintains travel advisories for more than 160 destinations overseas via its website MFAT’s travel advice provides accurate, up-to-date information about the risks New Zealanders might face overseas and at home, assisting you to make well-informed decisions about your travel plans. We recommend that you stay up-to-date with any travel warnings in relation to New Zealand.
Air New Zealand: 13 24 76
Virgin: 0800 67 0000
Qantas: 0800 808 767
We regret to inform you of the passing of His Majesty, the King of Thailand. Be aware that this is a time of deep sorrow for the Thai people, so please abide by local laws and respect Thai customs at this time.
Also be aware that there may be some disruption of public services, entertainment and tourist venues. We advise that you give yourself ample time when arriving at Thailand airports as there may be security and other delays.
Limits, conditions and exclusions apply under your policy and for full details you should refer to the Policy Wording and Certificate of Insurance you received when you purchased your travel insurance.
Please note that there is no provision to claim for fear of travel or loss of enjoyment. If you need any further information or the situation in Thailand changes please do not hesitate to contact us. Please stay safe during this period of mourning. For more information please check out our Thai Guide.
We hope all customers travelling to or in the USA take care during this weather event, and please do not hesitate to contact our emergency service if you are in need of assistance.
We are aware that Hurricane Matthew having an impact on policyholders travelling to
The following information concerns policyholders whose travel arrangements have been affected by this event;
If you have been affected by this event there may be
There is provision to claim for the forfeiture of any pre-booked travel arrangements that are cancelled due to this weather event, including accommodation, flights, tours, and other travel arrangements.
We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide
If you are currently travelling there is provision to claim for any reasonable additional travel and accommodation expenses if your scheduled or connecting transport is cancelled, delayed, shortened or diverted because of Hurricane Matthew.
Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after midnight (AEDT) Thursday 6th October we would expect that this was done with an awareness of Hurricane Matthew. For these policies, we will not pay any claim caused by or
Please keep up to date with the Government's Safe Travel advice.
The threat of volcanic ash clouds developing from the Mt Rinjani volcano eruptions has now ceased.
Effective from the 6th October 2016 any future eruptions from Mt Rinjani will be considered a new event and cover will be available subject to the terms and conditions of your policy.
Several flights have been reported cancelled and diverted. The airlines may
Volcanic ash is a serious safety concern for aircraft, and airlines are to monitoring the situation closely.
The following information concerns those affected by the Mt Rinjani volcanic ash cloud.
We will assess all claims in accordance with your Policy Wording (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances
We would like to pass on our sincerest condolences to the victims of the Thailand bombings, and we hope all customers in Thailand take care during this ongoing and tense situation.
We encourage you to follow the advice issued by the Ministry of Foreign Affairs and Trade (MFAT) via its website. MFAT is urging Kiwis to follow local media for latest security information. You should avoid affected areas, monitor local media and follow the instructions of local authorities We recommend you should contact your airline, accommodation provider or travel agent for information about your travel arrangements, including connecting flights, and look for refunds or alterations.
Limits, conditions and exclusions apply under your policy and for full details you should refer to the Policy Wording and Certificate of Insurance you received when you purchased your travel insurance.
We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide
If you do need to make a claim, we will assess all claims in accordance with your Policy Wording (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.
The threat of volcanic ash clouds developing from the Mt Rinjani volcano eruptions has now ceased.
Effective from the
Several flights have been reported cancelled and diverted. The airlines may also cancel or divert future flights into and out of Denpasar
Volcanic ash is a serious safety concern for
The following information concerns those affected by the Mt Rinjani volcanic ash cloud.
We will assess all claims in accordance with your Policy Wording (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances
We hope all customers if in Turkey take care
Limits, conditions and exclusions apply under your policy and for full details you should refer to the Policy Wording and Certificate of Insurance you received when you purchased your travel insurance. We specify that you will not be covered if your claim arises from any act of war, whether war is declared or not or from any rebellion, revolution, insurrection or taking of power by the military.
We would firstly like to extend our deepest sympathies to all those affected by this tragic event.
Limits, conditions and exclusions apply under your policy and for full details you should refer to the Policy Wording and Certificate of Insurance you received when you purchased your travel insurance.
We are aware that Cyclone Winston is having an impact on policyholders travelling to Fiji and Tonga.
The following information concerns policyholders whose travel arrangements have been affected by this event;
Policies purchased before midnight on Wednesday 17th February 2016
If you have been affected by this event there may be
There is provision to claim for the forfeiture of any pre-booked travel arrangements that are cancelled due to this weather event, including accommodation, flights, tours, and other travel arrangements.
We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide
If you are currently travelling there is provision to claim for any reasonable additional travel and accommodation expenses if your scheduled or connecting transport is cancelled, delayed, shortened or diverted because of Cyclone Winston.
Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after midnight (NZDT) Tuesday 17th February we would expect that this was done with an awareness of Cyclone Winston. For these policies, we will not pay any claim caused by or
Please keep
We are aware that some airlines have cancelled flights to Vanuatu due to concerns about the conditions of the Port Vila International Airport runway.
The following information concerns policyholders whose travel arrangements have been affected this event;
If you have been affected by this event there may be
Since midnight on the 26th
The threat of volcanic ash clouds developing from the Mt Rinjani volcano eruptions has now ceased.
Effective from the 21st December 2015 any future eruptions from Mt Rinjani will be considered a new event and cover will be available subject to the terms and conditions of your policy.
Virgin Australia and Jetstar have cancelled all flights on the 3rd November 2015 to and from Denpasar Bali.
The volcano has been erupting since the 25th October, affecting climbers in the area.
Volcanic ash is a serious safety concern for
The following information concerns those affected by the Mt Rinjani volcanic ash cloud.
We will assess all claims in accordance with your Policy Wording and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances. For
If you are currently planning on travelling to Bali or due to fly home soon you should contact your airline as soon as possible.
Qantas Airways: 13 13 13
Bureau of Meteorology - for the latest information about volcanic activity.
We would first like to extend our deepest sympathy to all those affected by this tragic event.
The following updated information concerns those affected by the Mt Raung volcanic ash cloud. We will assess all claims in accordance with your Policy Wording (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.
Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy between
Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after
If you are experiencing an emergency, please contact our 24/7 Emergency Assistance provider listed on this page.
The numbers on this page are for those experiencing a medical emergency.
NZ
AU 