Travel Advice News

23nd May, 2017: Manchester Arena Incident

We would firstly like to extend our sympathies to all those affected by the tragic event in Manchester on 23rd May 2017.

If you are currently travelling:

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 Assistance team.

Policy coverage:

Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance.

What next steps should you take?

We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.

5th May 2017: Cyclone Donna

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.

Policies purchased before 1pm on 5th May 2017

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 Product Disclosure Statement 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 Cyclone Donna.

Policies purchased after 1pm on 5th May 2017

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 1PM (NZST) Wednesday 5th May 2017 we would expect that this was done with an awareness of Cyclone Donna. For these policies, we will not pay any claim caused by or arising from or in any way connected with Cyclone Donna.

12th & 13th April 2017: Cyclone Cook  

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.

Policies purchased before 6pm on 12th April 2017

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 Product Disclosure Statement 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 Cyclone Cook.

Policies purchased after 6pm on 12th April 2017

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 6PM (NZST) Wednesday 12th April 2017 we would expect that this was done with an awareness of Cyclone Cook. For these policies, we will not pay any claim caused by or arising from or in any way connected with Cyclone Cook.
 

28th March, 2017: Cyclone Debbie  

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.

Policies purchased before 5pm on 28 March 2017

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 Product Disclosure Statement 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 Cyclone Debbie.


Policies purchased after 5pm on 28 March 2017

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 5PM (AEDT) Tuesday 28th March, 2017 we would expect that this was done with an awareness of Cyclone Debbie. For these policies, we will not pay any claim caused by or arising from or in any way connected with Cyclone Debbie.


22nd March, 2017: London Attack

We would firstly like to extend our sympathies to all those affected by the tragic event in London on Wednesday, 22 March 2017.

If you are currently travelling: 

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 Assistance team. 

Policy coverage:

Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance.

What next steps should you take?

We will assess all claims in accordance with your Product Disclosure Statement (PDS) 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 high risk areas or situations.

Berlin Attacks 

We would firstly like to extend our deepest sympathies to all those affected by this tragic event.

If you are currently travelling:

  • If you have been injured as a result of the recent attacks in Germany, we can help. If you need medical advice or emergency medical assistance please contact our 24-hour Emergency Assistance team. 
  • 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. Please remain vigilant in France by minimising movement in public places and following the instructions of local authorities.
  •  

Policy coverage:

  • Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement 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.
  •  

What next steps should you take?

  • We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.
  • To help avoid difficulties overseas, the Ministry of Foreign Affairs and Trade (MFAT) maintains travel advisories for more than 160 destinations overseas via its website which provides accurate, up-to-date information about the risks New Zealanders 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 high risk areas or situations.
  •  

21st and 22nd November 2016: Japan Earthquakes

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 9423.

Please note we will assess all claims in accordance with the Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.

If you entered into a policy before 6am JST Monday 21st November 2016:

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 Product Disclosure Statement 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 penalty free options to amend travel arrangements and we recommend you contact them for further details.

 

If you entered into a policy after 6am JST Monday 21st November 2016:

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 6am JST Tuesday 22nd November 2016 we would expect that this was done with an awareness of the earthquakes. 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 earthquakes.

 

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 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.

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 Product Disclosure Statement (PDS) 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. 

14th November 2016: New Zealand Earthquake

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 9423

Please note we will assess all claims in accordance with the Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.

 

If you entered into your policy before 12am NZDT Monday 14th November 2016:

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 Product Disclosure Statement 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.

 

If you entered into a policy after 12am NZDT Monday 14th November 2016:

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 12am NZDT Monday 14th November 2016 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.

 

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 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.

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 Product Disclosure Statement (PDS) 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.

 

For More Information

Air New Zealand: 13 24 76

Virgin: 0800 67 0000

Qantas: 0800 808 767

Wellington Airport

Christchurch Airport

 

Thailand Travel Advisory – The Passing of His Majesty the King of Thailand

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.

Policy coverage:

Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement 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. 

 

Hurricane Matthew – East Coast USA

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 USA.

The following information concerns policyholders whose travel arrangements have been affected by this event;

Policies purchased before midnight on Thursday 6th October 2016

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 Product Disclosure Statement 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. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details

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.

Policies purchased after midnight on Thursday 6th October 2016

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 arising from or in any way connected with Hurricane Matthew.

Please keep up to date with the Government's Safe Travel advice.

 

Update 6th October 2016 : Indonesia’s Mt Rinjani (Mount Buru Jari) Volcanic Ash Cloud

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.

 

27th September 2016: Indonesia’s Mt Rinjani- New Volcanic Ash Cloud Activity - Impact on Travel.

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 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 Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances

 

If you entered into your policy before 6pm (AEDT) Tuesday 27th September 2016 (and not within periods detailed in previous travel warnings - see below):


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 Mt Rinjani volcanic ash cloud, 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 Product Disclosure Statement 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 Mt Rinjani volcanic ash cloud.

 

If you have not yet departed:
  • If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the Mt Rinjani volcanic ash cloud 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.

 

If you entered into a policy after 6pm (AEDT) Tuesday 27th September 2016:

  • 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 6pm (AEDT) Tuesday 27th September 2016 we would expect that this was done with an awareness of the latest  Mt Rinjani volcanic ash cloud. 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 Rinjani volcanic ash cloud.

 

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 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.
  • 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 Product Disclosure Statement (PDS) 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.
  • Finally, to help New Zealanders avoid difficulties overseas, the Ministry of Foreign Affairs and Trade (DFAT) maintains travel advisories for more than 160 destinations overseas via its website https://www.mfat.govt.nz MFAT’s travel advice provides accurate, up-to-date information about the risks New Zealanders 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 high risk areas or situations.

 

August 2016 – Thailand Bombings

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.

If you are currently travelling:

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.

Policy coverage:

Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance.

What next steps should you take?

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.

If you do need to make a claim, we will assess all claims in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.

 

Update: Indonesia’s Mt Rinjani (Mount Buru Jari) Volcanic Ash Cloud

The threat of volcanic ash clouds developing from the Mt Rinjani volcano eruptions has now ceased.

Effective from the 12st August 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.

1st August 2016: Indonesia’s Mt Rinjani- New Volcanic Ash Cloud Activity - Impact on Travel.

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 aircrafts, 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 Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances

 

If you entered into your policy before 6pm (AEDT) Monday 1st August 2016:


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 Mt Rinjani volcanic ash cloud, 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 Product Disclosure Statement 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 Mt Rinjani volcanic ash cloud.
If you have not yet departed:
  • If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the Mt Rinjani volcanic ash cloud 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.

 

If you entered into a policy after 6pm (AEDT) Monday 1st August 2016:

  • 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 6pm (AEDT) Monday1st August 2016 we would expect that this was done with an awareness of the latest  Mt Rinjani volcanic ash cloud. 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 Rinjani volcanic ash cloud.

 

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 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.
  • 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 Product Disclosure Statement (PDS) 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 avoid difficulties overseas, the Ministry of Foreign Affairs and Trade (MFAT) maintains travel advisories for more than 160 destinations overseas via its website https://www.safetravel.govt.nz which provides accurate, up-to-date information about the risks New Zealanders 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 high risk areas or situations.

 

Turkey: Attempted "Coup"

We hope all customers if in Turkey take care during this ongoing and tense situation.

If you are currently travelling:

  •  
  • We encourage you to follow the advice issued by the Ministry of Foreign Affairs and Trade (MFAT) via its website. https://www.safetravel.govt.nz/turkey MFAT is urging New Zealanders to follow local media for latest security information. Yiu should remain vigilant in Turkey by minimising movement in public places, avoid large gatherings of people, demonstrations and follow the instructions of local authorities. The airports  may be impacted. We recommend you should contact your airline, accomodation provider or travel agent for information about your travel arrangements, including connecting flights, and look for refunds or alterations.

Policy coverage:

  • Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement 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. 

What next steps should you take?

  • 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.
  •  
  • If you do need to make a claim, we will assess all claims in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.
  •  
  • To help avoid difficulties overseas, the Ministry of Foreign Affairs and Trade (MFAT) maintains travel advisories for more than 160 destinations overseas via its website https://www.safetravel.govt.nz which provides accurate, up-to-date information about the risks New Zealanders 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 high risk areas or situations.

Nice Attacks 

We would firstly like to extend our deepest sympathies to all those affected by this tragic event.

If you are currently travelling:

  • If you have been injured as a result of the recent attacks in France, we can help. If you need medical advice or emergency medical assistance please contact our 24-hour Emergency Assistance team. 
  • We encourage you to follow the advice issued by the Ministry of Foreign Affairs and Trade (MFAT) via its website https://www.safetravel.govt.nz/france MFAT is urging New Zealanders to follow local media for latest security information. Please remain vigilant in France by minimising movement in public places and following the instructions of local authorities.

Policy coverage:

  • Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement 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.

What next steps should you take?

  • We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.
  • To help avoid difficulties overseas, the Ministry of Foreign Affairs and Trade (MFAT) maintains travel advisories for more than 160 destinations overseas via its website https://www.safetravel.govt.nz which provides accurate, up-to-date information about the risks New Zealanders 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 high risk areas or situations.

 

Tropical Cyclone Winston - Fiji and Tonga

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 provision for you to claim for 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.

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 penalty free options to amend travel arrangements and we recommend you contact them for further details

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.

Policies purchased after midnight on Wednesday 17th February 2016

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 arising from or in any way connected with Cyclone Wilson.

Please keep upto to date with the Government's Safe Travel advice here   https://www.safetravel.govt.nz/news/fiji-tropical-cyclone-winston

 

 

Closure of Port Vila International Airport - Vanuatu

 

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;

Policies purchased before midnight on 26 January 2016

If you have been affected by this event there may be provision for you to claim benefits provided by your 1Cover 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.

Policies purchased after midnight on 26 January 2016

Since midnight on the 26th January there has been widespread mainstream media reports of airlines cancelling flights to Port Vila International Airport. If you purchased your policy after midnight on the 26th January your policy will not respond to any losses incurred as a consequence of the airport closure, or the resultant cancellation of flights.

 

Update: Indonesia’s Mt Rinjani (Mount Buru Jari) Volcanic Ash Cloud

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.

 

November 2015: Indonesia’s Mt Rinjani (Mount Baru Jari) Volcanic Ash Cloud

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 aircrafts, and airlines are to monitoring the situation closely. For a full list of affected flights, check the Virgin and Jetstar websites. 

 

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 example if you have a Cancellation only policy, your policy does not include cover for additional expenses.

 

If you entered into your policy before 7pm (NZT) Tuesday 3 November 2015:


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 Mt Rinjani volcanic ash cloud, 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 Mt Rinjani volcanic ash cloud.

 

If you have not yet departed:
  • If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the Mt Rinjani volcanic ash cloud 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.

 

If you entered into a policy after 7pm (NZT) Tuesday 3 November 2015:

  • 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 7pm (NZT) Tuesday 3 November 2015 we would expect that this was done with an awareness of the Mt Rinjani volcanic ash cloud. 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 Rinjani volcanic ash cloud

 

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 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.
  • We will assess your claim under the terms and conditions of your travel insurance policy.
  • 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.
  • Finally, to help New Zealanders avoid difficulties overseas, the New Zealand Ministry of Foreign Affairs and Trade (MFAT) maintains travel advisories for more than 160 destinations overseas via its website www.safetravel.govt.nz. MFAT’s travel advice provides accurate, up-to-date information about the risks New Zealanders 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 high risk areas or situations.

 

If you are currently planning on travelling to Bali or due to fly home soon you should contact your airline as soon as possible.

  • Air Asia: +62 21 2927 0999 (Jakarta) or +62 804 1333 333 (Bali)
  • Air New Zealand: +64 9-357 3000 (New Zealand) 13 24 76 (Australia)
  • China Eastern: +61 2 9290 1148 (Australia)
  • China Southern: 0011 86 400 869 5539 (Overseas hotline)
  • Emirates: +61 1300 303 777 (Australia)
  • Garuda: +62 804 180 7807, +62 21 2351 9999 (Jakarta), +62 361 936 8258 or +62 361 225 047 (Bali)
  • Jetstar: +62 803 852 9779 (Jakarta) or +61 3 9645 5999 (Australia)
  • Malaysia Airlines: 0011 60 3-7843 3000 (Outside Malaysia) 1 300 88 3000 (Malaysia)
  • Silkair: +61 7 4034 9100 (Australia)
  • Singapore Airlines: +61 13 10 11 (Australia)
  • Thai Airways: +61 2 9844 0999
  • Tiger: +61 2 8073 3421
  • Virgin Australia: +61 7 3295 2296 (Australia)

Qantas Airways: 13 13 13

Bureau of Meteorology  - for the latest information about volcanic activity.

November 2015: Information For Claims Arising From The Paris Attacks

We would first like to extend our deepest sympathy to all those affected by this tragic event.

If you are currently travelling:
  • If you have been injured as a result of the recent attacks in Paris, we can help. If you need medical advice or emergency medical assistance please contact our 24-hour Emergency Assistance team on +61 2 8016 9222 reverse charge.
  • We encourage you to follow the advice issued by the New Zealand Ministry of Foreign Affairs and Trade (MFAT) via its website www.safetravel.govt.nz. MFAT is urging New Zealanders to follow local media for latest security information. New Zealanders should remain vigilant in Paris by minimising movement in public places and following the instructions of local authorities.

 

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.

 

What next steps should you take?
  • 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 New Zealanders avoid difficulties overseas, the New Zealand Ministry of Foreign Affairs and Trade (MFAT) maintains travel advisories for more than 160 destinations overseas via its website www.safetravel.govt.nz. MFAT’s travel advice provides accurate, up-to-date information about the risks New Zealanders 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 high risk areas or situations.

 

July 2015: Indonesia’s Mt Raung Volcanic Ash Cloud

The following updated information concerns those affected by the Mt Raung volcanic ash cloud. We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.

 

If you entered into your policy between 10am (EST) 3 July 2015 - 17 July 2015:

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 10am (EST) 3 July 2015 – 17 July 2015 we would expect that this was done with an awareness of the Mt Raung volcanic ash cloud. 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 Raung volcanic ash cloud.

 

If you entered into your policy between 18 July 2015 – 9:59am (EST) Wednesday 5 August 2015:

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 Mt Raung volcanic ash cloud, 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 Product Disclosure Statement 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 Mt Raung volcanic ash cloud.
If you have not yet departed:
  • If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the Mt Raung volcanic ash cloud 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.

 

If you entered into your policy after 10am (EST) Wednesday 5 August 2015:

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 10am (EST) Wednesday 5 August 2015: we would expect that this was done with an awareness of the Mt Raung volcanic ash cloud. 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 Raung volcanic ash cloud.

 

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 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.
  • 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 Product Disclosure Statement (PDS) 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.
  • Finally, to help New Zealanders avoid difficulties overseas, theNew Zealand Government maintains travel advisories for over 160 destinations overseas via its website safetravel.govt.nz DFAT’s travel advice provides accurate, up-to-date information about the risks New Zealanders 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 high risk areas or situations.