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.
If your trip takes an unexpected turn, we’re here to help you when you need emergency assistance and guidance.
What’s covered
It’s easy to think it won’t happen to us, but it can and does happen.
If something goes wrong on your travels, emergency transport is available when it’s necessary to be evacuated to proper medical facilities for emergency medical treatment, or for repatriation home if you’re unfit to continue your trip when:
- You’re seriously injured or suddenly ill; or
- You’re assaulted, hijacked, or kidnapped and suffer psychological trauma; or
- You die overseas.
How much am I covered for?
We offer two plans – Standard and Explorer – each of which offers different levels of coverage for these benefits. It is up to you to choose what plan has the right level of coverage to meet your travel needs at time of purchase.
Coverage limits for your chosen plan are outlined on your certificate of insurance.
What if I’m far away from medical care?
Depending on where you are and the circumstances, we'll find the most suitable medical facility and mode of transport to get you to safety, whether it’s a road ambulance or helicopter ride (where medically necessary), or any other suitable means.
And if the situation calls for it, we can even organise air ambulances and class upgrades to repatriate you back to New Zealand.
What do I do if I need medical transport or evacuation?
If something happens and you need emergency transport, you (or someone else) must:
- Contact our 24/7 Emergency Assistance team as soon as you can for pre-approval.
- Work with the Emergency Assistance team and your treating doctor to decide and arrange the most appropriate transportation.
- If our Emergency Assistance team determines that repatriation is medically required, we'll arrange reasonable transportation to bring you back home.
- If you require a medical escort (i.e. your travel buddy, friend, or close relative) to accompany you (or your insured child if you are unable to), we've got their tickets covered too.
Important: you must contact us
If the Emergency Assistance team is not contacted, or if you arrange your own repatriation or transport that is determined to not be medically necessary or reasonable under the circumstances, you might not be covered. The Emergency Assistance team can arrange your treatment or evacuation using a reputable company.
What if the worst happens?
No one wants to think about it, but if you pass away while adventuring overseas, we’re here to help with:
- Funeral expenses (burial or cremation) overseas; or
- Transporting your remains back home; or
- Cremation overseas and bringing your ashes home.
What’s not covered
Travel insurance isn’t designed to cover everything and there are some things we can’t cover, including, but not limited to:
- Costs incurred in the event you are travelling on a one-way ticket (see Policy Document for more information).
- If you refuse to be repatriated after being declared medically unfit to continue on your trip, then any ongoing or additional costs are yours.
- Any costs incurred once you get back home.
- Existing medical conditions, unless it’s listed as an automatically covered medical condition.
- 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 (see safetravel.govt.nz).
- Being intoxicated by or under the influence of alcohol or drugs.
- Anything else that's listed in the specific and general exclusions on the policy.
This is only a summary of coverage and does not include the full terms, conditions, limitations, and exclusions of the policy. You should read your Policy Document in full, so you understand what is and isn’t covered. That way there won’t be any surprises if you need to use it. If you have any questions, please get in touch.
The information provided is of a general nature and is provided for information purposes only. It does not constitute financial advice in any form and should not be relied on as a substitute for obtaining professional advice that is specific to your circumstances. You should seek advice from a financial advice provider if you would like further information about whether a particular product is appropriate for you and your circumstances.
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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.