Coronavirus (COVID-19):
Your Questions Answered


The Coronavirus (COVID-19) pandemic has caused significant disruption to many travellers' past, present, and future travel plans. Now, countries all around the world are opening their international borders to travelers again. With the global pandemic we have faced, there will be changes on how we travel from now on and it has never been more important, and necessary, to ensure you have travel insurance. We’ve prepared these resources to assist with your current and future travel plans. You should also make sure you check the safetravel website before you travel to ensure you understand any restrictions, travel warnings and recommendations relating to any country you intend visiting.

The information provided on this page is general advice only and has been prepared without taking into account your objectives, financial situation or needs. Please consider your personal circumstances and the policy wording.

Currently overseas? 

Information for our customers who are currently overseas and are affected. 

Common Questions

We answer the most commonly asked questions about Coronavirus and travel insurance.

Recovering your Costs

We've prepeared a list of steps that may help you in recovering your costs from travel providers. 

Latest travel Alerts

We regularly update our travel alerts and you can see our latest updates here.

 

information If you're overseas

If you're travelling domestically or overseas at the moment, you might find the following tips useful.

If you're overseas and you want to get home

If you want to get home and are experiencing any issues with this, make sure you:

Important: Please note 1Cover policies purchased prior to 19th November 2021 have a general exclusion which excludes cover for any claims related to an epidemic or pandemic. 1Cover policies purchased after 19th November 2021 offer overseas medical coverage related to Coronavirus (COVID-19), however we do not cover any cancellation costs or additional costs that are incurred as a result of Coronavirus (COVID-19).

If you're overseas and Experiencing an Emergency

If you are a 1Cover customer and you're experiencing an emergency overseas, please get in touch with our third-party emergency assistance team. You can contact the team via the numbers listed on our Emergency Assistance page, certificate of insurance or you can email [email protected]

These contact details are for customers experiencing a genuine emergency only.

For general queries, including making a claim or extending your policy, please visit our Contact Us page.

If you're overseas and want to extend your travel insurance policy
  • If you are travelling and want to extend your policy, you can visit our Policy Manager to start the process or contact the sales team at [email protected]nz.
  • When extending your journey, we encourage you to check the safetravel website for updates on your intended destinations, including travel advice level, entry and quarantine requirements as well as any government recommendations
If you're overseas and want to Make A Claim
  • If you think you might need to make a claim, we encourage you to keep all relevant documents and receipts. While the epidemics/pandemics general exclusion applies in relation to Coronavirus, you are still entitled to claim and have your case assessed on an individual basis.” to “If you think you might need to make a claim, we encourage you to keep all relevant documents and receipts. You can submit a claim through our fast and easy online claim system here.

Important: Please note 1Cover policies purchased prior to 19th November 2021 have a general exclusion which excludes cover for any claims related to an epidemic or pandemic.  1Cover policies purchased after 19th November 2021 offer overseas medical coverage related to Coronavirus (COVID-19), however we do not cover any cancellation costs or additional costs that are incurred as a result of Coronavirus (COVID-19). If you suffer a loss, we encourage you to submit a claim through our online claim system. Every single claim is assessed individually by a member of our claims team, based on your policy wording and your individual situation. During the claims process, you can ask any questions regarding your claim.


Coronavirus FAQs

We understand that the global pandemic Coronavirus (COVID-19) has changed the way we now travel. Below are some of the most common questions regarding Coronavirus, travel and travel insurance.


The information contained in these FAQs is general advice only and has been prepared without taking into account your objectives, financial situation or needs. You should consider these having regard to the policy wording.

  • Will you cover me to return home early if a relative is diagnosed with Coronavirus (Covid-19)?
  • We understand that would be a difficult time for you. Whilst 1Cover policies offers cover for early return due to family member becoming ill, injured or passing away, there is no cover if this is related to Coronavirus (COVID-19). The policy provides cover in relation to medical treatment relating to COVID-19 for those listed on the certificate of insurance, there is no provision to claim for additional expenses or cancellation costs (including curtailment) when a relative becomes ill with coronavirus. Our Emergency Assistance Team is available 24 hours a day, 7 days a week, they can provide non-financial support even if you cannot claim under the insurance. You can contact the team via the numbers listed on our Emergency Assistance page, or you can email [email protected]

  • If I am in lockdown and I need to cancel my trip, will you cover me?
  • No, there is no cover under your policy for cancellation costs you incurred due to being in lockdown. 1Cover policies purchased prior to 19th November 2021 have a general exclusion which excludes cover for any claims related to an epidemic or pandemic and policies purchased after 19th November 2021 is not a coverable event under the applicable benefits.

  • The country I am travelling to requires proof of valid medical travel insurance. Can and how do you supply this to me?
  • On the back of your Certificate of Insurance is a letter from us outlining Covid-19 is a coverable event under Benefit 2. Overseas Emergency Medical & Hospital Expenses in your policy.

  • How will Coronavirus affect my travel plans?
  • Travel is opening up all around the world, however Coronavirus (COVID-19) has changed the way we can travel. Some countries have certain requirements that need to be met when entering, such as covid testing, vaccination passports and quarantine regulations. It is your responsibility to be aware of the requirements needed for your destination.

    We strongly encourage you to register your details on safetravel to receive important country or territory specific information.

  • What if I want to cancel my future travel plans/amend my existing ones because of Coronavirus?
  • If you want to change your travel plans (including cruise holidays) we recommend that you contact your travel providers (your airline, transport and accommodation providers) to check what your options are. Each provider has different policies.

    To help you get started, we’ve created a comprehensive guide on how to recover Coronavirus-related costs.

    Important: 1Cover policies purchased prior to19th November 2021 have a general exclusion which excludes cover for any claims related to an epidemic or pandemic. Whilst 1Cover policies purchased after 19th November 2021 offer overseas medical coverage related to Coronavirus (COVID-19), there is no cover any cancellation costs or additional costs that are incurred because of Coronavirus (COVID-19).

  • Am I Covered For Cancellation, Travel Changes Or Costs Incurred Due To The Coronavirus (COVID-19)?
  • No, there is no cover for cancellation costs or additional costs incurred because of Coronavirus (COVID-19). All 1Cover policies purchased prior to 19th November 2021 have a general exclusion which excludes cover for any claims related to an epidemic or pandemic, however 1Cover policies purchased after 19th November 2021 offer overseas medical coverage if you test positive for Coronavirus (COVID-19) and require medical treatment while overseas.

    At this time we do not cover any cancellation costs or additional costs incurred because of Coronavirus (COVID-19). We recommend that you contact your travel providers (your airline, transport and accommodation providers) to find out the terms and conditions which may apply to you. We created a comprehensive guide with tips on how to potentially recover Coronavirus-related costs.

  • Does my insurance policy have an exclusion around epidemics/pandemics?
  • 1Cover policies purchased prior to 19th November 2021 have a general exclusion which excludes cover for any claims related to an epidemic or pandemic. This is a general exclusion and is applicable no matter when you purchased your policy or where you are travelling to. This includes (but is not limited to) situations where you decide or need to cancel your plans due to the Coronavirus, if you are quarantined or suffer travel delays due to the Coronavirus. 

    Limited cover for Covid-19 is available from 19th November 2021, please refer to your policy wording for the full details.

  • Can I Make A Claim If My Policy Has A Pandemic Exclusion And My Claim Is Because Of Coronavirus?
  • Yes. If you suffer a loss, we encourage you to submit a claim through our fast and easy online claim system. 

    Every single claim is assessed individually by a member of our claims team, based on your policy wording and your individual situation. During the claims process, you can ask any questions regarding your claim.  If you are unhappy with our claims decision, you can also make a complaint, which we will consider in accordance with our Complaints Policy.

  • What do I do if my flights have been cancelled or delayed?
  • If your flight is cancelled or delayed because of Coronavirus (COVID-19) we recommend that you contact your travel providers (your airline, transport and accommodation providers) to check what your options are as each provider has different policies.

    It is unlikely that travel disruptions would be covered under the policy when related to Coronavirus as 1Cover policies purchased prior to 19th November 2021 have an epidemic / pandemic general exclusion. 1Cover policies purchased after 19th November 2021 provide cover for medical related costs only when your treatment relates to Covid-19.

  • What if I contract Coronavirus overseas?
  • If you are overseas and have tested positive for Coronavirus, please get in touch with our emergency assistance team. You can contact the team via the numbers listed on our Emergency Assistance page, your certificate of insurance, or you can email [email protected].

    Important: 1Cover policies purchased after 19th November 2021 offer overseas medical coverage related to Coronavirus (COVID-19). Whist 1Cover policies purchased prior to 19th November 2021 have an epidemic / pandemic general exclusion, we encourage you to contact our emergency assistance team immediately.

  • What if I am quarantined because of Coronavirus, either here or overseas?
  • If you are quarantined because of the Coronavirus at home or overseas and need to cancel your trip or make alternative travel arrangements, unfortunately we are unlikely to be able to cover your cancelled or additional travel arrangement costs you incurred.

    1Cover policies purchased prior to 19th November 2021 have a general exclusion which excludes cover for any claims related to an epidemic or pandemic. If you purchased your 1Cover policy after 19th November 2021 there may be provision to claim for overseas medical costs related to Coronavirus (COVID-19).

    Please note: There is no cover for any cancellation costs or additional costs that were incurred due to the pandemic. If you are overseas and have tested positive for Coronavirus, regardless of when you purchased your policy, please get in touch with our emergency assistance team. You can contact the team via the numbers listed on our Emergency Assistance page, your certificate of insurance or you can email [email protected].

  • Can I cancel my travel insurance policy if I’m not covered for Coronavirus-related claims?
  • If you don’t need your 1Cover policy anymore, you can cancel your travel insurance within 14 days of purchase and receive a refund less an administration fee, provided that your travel start date (shown on your Certificate of Insurance) has NOT passed (this is known as the "cooling-off period”).

    We understand that many of our customers have been affected by the COVID-19 travel restrictions and may wish to cancel their policy outside of the cooling-off period. To assist we're offering flexible options to accommodate the ongoing changes to travel today. You may be able to amend your policy using our Policy Manager or for further assistance our sales team are available on email at [email protected]

  • Am I covered for cancellation when i'm following government advice?
  • If your claim is in relation to Coronavirus, you are unlikely to be covered for cancelling your journey. 1Cover policies purchased prior to 19th November 2021 have an epidemic / pandemic general exclusion.

    1Cover policies purchased after 19th November 2021, whilst they offer overseas medical cover for Covid-19, do not cover any cancellation costs or additional travel costs that are incurred as a result of a pandemic.

    If you suffer a loss, we encourage you to submit a claim through our online claim system. Every single claim is assessed individually by a member of our claims team, based on your policy wording and your individual situation. During the claims process, you can ask any questions regarding your claim.

  • Do you cover for cancellation for "any reason"?
  • 1Cover policies cover cancellation for many reasons, but not for “any” reason. 1Cover policies do not cover cancellations which occurred because of Coronavirus (Covid-19).

  • If the countries we are travelling to close their borders and do not let us in, what are we covered for?
  • If the countries you are travelling to close their borders because of Coronavirus, you will not be covered for the cancellation or additional costs of your trip.

    1Cover policies purchased prior to 19th November 2021 have a general exclusion which excludes cover for any claims related to an epidemic or pandemic and policies purchased after 19th November 2021 will only cover medical related expenses relating to Covid-19.

  • What if I get Coronavirus while travelling domestically?
  • While you are travelling in New Zealand, we are unable to cover any domestic medical expenses. As a travel insurer, we can't take the place of health insurance. 

  • How do I find out what requirements will be needed for the country I am travelling to?
  • You can find information about travel requirements at Safetravel. We strongly encourage you to register your details on Safetravel to receive important country or territory specific information.


Our official Statement (March 2020)

Many of our customers are feeling uncertain about the overwhelming impact the Coronavirus is having on their travel plans. This outbreak is an unprecedented global crisis which is rapidly evolving, with a continuing changing outlook for global travel. Our Chief Customer & Operations Officer has prepared a statement which you can read here

Still Need Some Help? 

If you have any other questions or queries, please send us a message via our Contact Us page. 
If you are experiencing an emergency, please use the details on our Emergency Assistance page