For information relating to policies purchased prior to 18 May 2022, please check the Policy Document provided with your purchase. You can contact us if you need this sent to you again. For policies purchased on or from 18 May 2022 please see below.
Travel Insurance cover for COVID-19 related events
So, you’ve had enough of lockdown and want to start planning your next trip... but you're worried about COVID-19 and if your travel insurance will cover your expenses if you catch it. It’s smart to be prepared and taking the time to make sure you've got the travel insurance coverage you think you might need is always a good idea.
We have two plans Standard and Explorer with different levels of cover for Coronavirus-related events.
At a glance
- On all Standard and Explorer plans: Overseas medical expenses and evacuation: we cover emergency overseas medical assistance, medically necessary evacuation, and repatriation if you get sick or die from Coronavirus (COVID-19) while travelling overseas.
- On the Explorer Plan only: Coronavirus Travel Costs: On this plan we also offer cover for some additional costs associated with some Coronavirus-related events.
Travel insurance isn’t designed to cover everything, so read your Policy Document carefully and make sure you know what’s covered and what’s not before you buy. Benefit limits also apply.
What’s covered – Coronavirus travel costs (Explorer Plan only)
The Coronavirus travel costs benefit is only available if you purchase the Explorer Plan – it is not possible to upgrade or add this benefit to any other plan, so consider carefully at the time you’re purchasing your travel insurance the level of cover you are after.
Cover available under our Coronavirus Travel Costs section for some Coronavirus-related events (up to the combined benefit limit) includes:
Cancellation costs: You may be able to claim for cancellation cost, up to the Coronavirus Travel Costs benefit limits, if you have to cancel your trip because:
- You or a member of your travelling party are unfit to travel due to being diagnosed with COVID-19; or
- A close relative back home is hospitalised or dies due to COVID-19.
If you’re a healthcare, residential care or law enforcement worker and your or their pre-arranged leave is cancelled by the employer due to COVID-19, we’ll pay the non-refundable portion of your pre-paid travel arrangements.
Child and pet care costs: If you get sick with COVID-19 while overseas and you can't look after your children or pets, we may be to help with:
- Child care costs
- Pet care costs
Other Coronavirus Travel Costs benefits (Explorer Plan only):
Quarantine: If you’re suspected of having COVID-19 or have been confirmed as having been in close contact with a case and are unexpectedly quarantined as a result, we may be able to help with unexpected quarantine costs such as travel, meals and accommodation costs, as well as help with additional expenses, including in-room entertainment.
Unexpected additional travel and accommodation: If you’re unable to stay at your pre-booked accommodation due to it being closed for cleaning following a confirmed case of COVID-19 at the accommodation, we’ll pay for your reasonable additional travel and accommodation nearby. You must provide written confirmation of the closure from the provider.
Denied boarding: If you’re denied boarding your plane, train or other scheduled transport during your trip because you’re suspected of having COVID-19, we may be able to help with unexpected additional accommodation, meals and transport costs as needed.
Things to remember about this benefit
- Proof of diagnosis: There are terms, conditions, exclusions and limitations relating to all these scenarios, and you will be required to provide us relevant proof such as medical diagnoses, receipts and other written confirmation of any compensation that has been offered to you or denied.
- Benefit limits: There is a combined benefit limit for the Coronavirus travel costs – this is outlined in your Policy Document.
- Contact us if you get sick: It's important to note you need to contact our Emergency Assistance team before making any plans, regardless of whether you’re already receiving treatment and what your treating doctor says. They can guide you to appropriate local medical facilities, and help set up direct payments so you’re not out of pocket.
Traveller Tale:
“Our family of Nomads were in the UK when they got ill and were unable to travel on. As the hospital system wouldn't admit them as it was overwhelmed with Coronavirus cases they had to find help elsewhere. Our EA team facilitated payment for a doctor to see them in their hotel, and a nurse to visit daily to administer their treatment, they also helped reschedule their flights through their airline.” Australian family visiting the UK - Claim Paid AUD was $28,953.45.
What’s not covered for COVID-19 related events under any of our plans
Travel insurance isn’t designed to cover everything. Common claims scenarios where there's no cover include:
- Cancellation and trip interruption for COVID-19 cover is not offered under the Cancellation & Trip Interruption section and is only available for the specific events set out in the Coronavirus Travel Costs section.
- Insolvency.
- The purchasing of a policy, or making travel arrangements after you become aware of circumstances that may impact your travel plans
- Ignoring your doctor’s advice.
- A change of mind, disinclination or reluctance to travel, including if you’re fit to travel.
- A loss arising from travelling to, planning to travel to, or choosing to remain in a country or region that is the subject of a ‘Do not travel’ warning issued by the New Zealand Government travel authority SafeTravel.
- Any expenses once you return home including any costs within your home country once your remains are returned to your next of kin.
- If an existing medical condition causes your death (unless otherwise stated in the policy).
- If you refuse repatriation, we will limit our cover for that condition to what it would have cost to come home. After that, your medical and related costs will be coming out of your own pocket.
- Any exclusions in the Specific Exclusions sections and the General Exclusions sections of the policy.
This is not a full list of what's covered and not covered. There are terms, limits, conditions and exclusions that apply, so for more information, read your Policy Document carefully before you buy and if you’ve still got a question, get in touch.
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Contact usOur contact details
We’re here to help if you have a question about travel insurance. We’re available:
- Monday to Friday 11:00am - 8:00pm (NZST/NZDT)
- Saturday to Sunday closed (NZST/NZDT)
Contact us
Within New Zealand:
0800 666 237
From anywhere in the world:
+61 2 8256 1542
Within Australia:
1300 787 375
Before your trip, check the latest government advice for any travel alerts for your destination.