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.
It happens all too often while travelling unfortunately, which is why your policy can help if your gear is stolen, damaged or lost under specific circumstances (and we’ll get to that in a moment).
The amount you can claim per item and in total for your baggage and personal effects if lost, damaged or stolen will depend on the plan you buy - Standard Plan or Explorer Plan - how many travellers are listed on your policy and if you have specified high value items.
What’s covered
- Personal belongings when stolen or accidentally damaged
- Baggage when stolen, lost or damaged by a common carrier (like an airline or bus company)
- Theft of cash (NZD$250 limit – Explorer Plan only)
- Theft, loss or damage to your passport, travel documents or credit cards
- Hire of sports equipment (like a snowboard or a surfboard) if yours is delayed, damaged or lost by your common carrier (Explorer Plan only)
What you need to know
Very Important: If you misplace, forget or leave any of your belongings behind accidentally, there is NO cover available under this policy
Where you do have a valid claim, depending on what’s happened to your gear, we may choose to get it repaired, replaced or payout the value of the item. Be aware that the value will make allowance for ‘wear and tear’ (depreciation) unless you’ve added it as a specified item and paid an additional premium, in which case no depreciation will apply.
Also be aware that any baggage and personal effects claim will have the NZD$100 policy excess applied.
What you need to do
Whatever happens, you’ll need to get a written report from the local police (particularly for a theft) or other relevant authority such as the bus company, airline or hotel as soon as you reasonably can. We understand that this can be a challenge in a country where you don't speak the language and they might even make you pay for it, but you will need this report to support your claim.
If you can’t notify the local police or other appropriate authority (because you’re about to get on a plane), you must notify us as soon as reasonably possible after the event.
If your gear is delayed, damaged or lost by the carrier (airline or bus, etc), there’s cover for this too. You must be sure to make a report with the carrier outlining the details of the event and make a claim with them.
And of course you’ll need to supply proof of ownership, age and value of your items to support your claim, as you do need to prove that the item was yours.
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What’s not covered
At no time, for any reason, should you leave your bags or any personal items unsupervised, anywhere. You wouldn't do it at home so be even more careful when you are travelling.
The policy isn’t designed to cover everything. Be sure to read the Policy Document, specifically Section 4 - Your Belongings, which explains in detail what’s covered and not covered, all of the limits, terms and conditions and what you must do if something happens to your gear and you need to make a claim. If you are unsure of the cover, please contact us for help.
There’s no cover if your gear is:
- Left behind, forgotten, misplaced or left unsupervised in a public place;
- Left unsupervised in a car or boat at night or left unsupervised during the day unless locked in the boot/concealed luggage compartment with evidence of forced entry;
- Any portable electronic device, jewellery, specified high value item, travel document, cash or credit card which is checked in with a common carrier, held for transport, left unsupervised in a motorised vehicle, boat, tent or camper trailer, at any time, left secured but where there’s no visible evidence of damage and forced entry; out of your reach or view, or stored with a service provider.
This is only a summary of cover and does not include the full terms, conditions, limits, and exclusions of the policy. You should read your Policy Document in full, so you understand what is and isn’t covered. If you are unsure about your level of travel cover, please contact us for help.
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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.