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About Us
  • Q. Who are travel insurance New Zealand (TINZ)?
  • Travelinsurance.co.nz (TINZ) is an award-winning online travel insurance provider. With our exclusive focus on travel, we lead the market by providing travellers exactly what they need - expert advice, tried-and-trusted coverage, and a 24/7 emergency assistance team - without the middle man or expensive commissions.

    We understand that everyone’s trip is different, so we have three levels of cover to suit all needs and budgets, as well as optional add-ons for the thrifty or the thrillseeker.

    Although TINZ is new to the market, our founders are pioneers in the online travel insurance industry and have more than eighteen years’ experience getting travellers home safe and sound. We are proud to have recently been awarded as having outstanding value by Canstar.

  • Q. Who is the underwriter?
  • At TINZ, all our travel insurance policies are underwritten by Certain Underwriter's at Lloyd's - the world’s largest insurance market. So you can rest easy knowing you’re in safe hands, and that all valid claims will be paid. Rated as a market, Lloyd's has a rating of A or higher. Click to learn more our highly-rated travel insurance.

  • Q. How do I contact you?
  • There are several ways of contacting us. Depending on why you want to contact us, please use the numbers below:

    Sales & Customer Service:
    within New Zealand 0800 699 070, from overseas (+64) 9887 8477
    Email: [email protected]

    Claims Enquiries:
    within New Zealand: 0800 272 976, from overseas (+61) 7 3164 3261 
    Email: [email protected]

    24/7 Emergency Assistance:
    from overseas: (+64) 9888 9274
    Email: [email protected]

  • Q. Where do I find your Product Disclosure Statement / PDS?
  • You can find our PDS on our Policy page.

Buying a Policy
  • Q. Why should I buy travel insurance?
  • Travelling can be an exciting, eye-opening adventure. It can also be unexpectedly expensive.  Especially if you have an accident, get sick, lose your passport, or experience travel delays.  Travel insurance can save you from financial burdens, brings peace of mind, and it’s surprisingly affordable. Especially when you shop around online to find the right cover for your trip.

  • Q. When should I take out travel insurance?
  • It is completely up to you when you purchase your travel insurance.  You can purchase up to 12 months before you travel or five seconds before leaving home. Cancellation benefits start from the moment you purchase your policy. This means that should you, or a family member become ill or injured before you travel, you are covered for your cancellation costs and prepaid flights and accomodation.

  • Q. When is the best time to purchase travel insurance?
  • That will depend on you and your circumstances, but we generally recommend that you purchase travel insurance as soon as you have made any major deposits, such as flights, tours or accommodation, so that you are covered in the event you need to cancel due to illness or injury, or natural disasters.

  • Q. How Do I buy TINZ travel insurance?
  • You can purchase one of our policies online or over the phone. Enter you details into our online quote engine, or call us on 0800 699 070.

    Simply enter the countries you're travelling to, the date you leave New Zealand, the date you're arriving back in New Zealand, and the ages of the travellers. Once you are given a quote, you can also add on Snow Ski Cover, Sports & Activities or reduce your premium by doubling your excess.

    TINZ automatically covers stopovers of less than 48 hours without you having to enter them, excluding the USA and Canada. If you're stopping in the USA or Canada, be sure to include them in your quote so we can cover you. Also, check that your return date is the date in New Zealand, not the date in the country you're leaving, as travel over the International Date Line might mean you're out by a day or two.

  • Q. Do i need to include stopovers in the quote?
  • TINZ automatically covers stopovers of less than 48 hours without you having to enter them, excluding the USA and Canada.

    If your stopover is more than 48 hours, or you're stopping in the USA or Canada, you must include them in the quote process so we can cover you during the stopover. Also, check that your return date is the date in New Zealand, not the date in the country you're leaving, as travel over the International Date Line might mean you're out by a day or two.

  • Q. When does my cover start?
  • As soon as your payment is made, we will send you your Certificate of Insurance and your Policy Documents by email. You will also receive a text message containing our 24-hour Emergency Assistance phone number.

    For journeys starting in New Zealand, cover for Cancellation Fees and Lost Deposits starts from the date your purchase your policy. Cover for all other sections begins on the date of departure from New Zealand.

    For travellers who purchase a policy while already overseas, there is no cover for the first 72 hours after the policy purchase date.

  • Q. Can i buy travel insurance if I've left home and am Already Overseas?
  • Yes, you most definitely can. If you’re a New Zealand resident already overseas, you can purchase travel insurance away from home, no matter where in the world you are.  Simply use the online quote box on our Already Overseas page or contact our friendly customer service team on +64 9887 8477.

  • Q. Does TINZ have an age limit?
  • Our single trip overseas policies have no age limit. Travellers 69 years and under can purchase a policy for a maximum trip duration of 18 months. Those 70 and over can purchase a policy for a maximum trip duration of 6 months.

    Our already overseas policies are only available to travellers 74 and under. Travellers 69 years and under can purchase a policy for a maximum trip duration of 18 months. Those 70 and over can purchase a policy for a maximum trip duration of 6 months.

    Our frequent traveller policies are only available to travellers aged 64 and under.

    Our domestic policies are available to travellers of all ages, and up to a period of three months.

    Please note: if you're 80 or older, the medical benefits for your policy change from unlimited to capped at $40,000, and claims resulting from medical issues have a $3,000 excess.

  • Q. Do I put my departure date as today?
  • Your departure date is the day you leave your home. Some travellers mistakenly record their departure date as the day they buy the policy, thinking that they need to do this to get cancellation benefits. But you start receiving cancellation benefits from the moment you purchase the policy, even if you're not departing for another year!

  • Q. What do I put for the return date?
  • Your return date is the day you get back to your home. Some travellers mistakenly record their return date as the day they get on the plane overseas, not day they get home, and depending on where in the world you've been, that could mean one or more days where you'd be without cover.

  • Q. I have an upcoming birthday. What age do I put?
  • Celebrating a birthday soon, or while you're overseas? Lucky you! When getting a quote, we require you to input your current age at the time of policy purchase. This means you get the pricing, duration and benefits of the age you are now, not the age you'll be when you travel.

  • Q. Are all kids covered for free?
  • TINZ covers your kids for free, with dependants sharing the adult traveller's benefit limits. A dependant is your child or grandchild who is under 21, not engaged in full-time work, and is travelling with you for 100% of the trip.

    If you are travelling with a niece or nephew, or your child is bringing a friend on the trip, or your child is spending any of the trip out of your care, you can list them on the same policy, but they are not considered a dependant. When you're entering in their details, enter them instead as an adult traveller. You can do this on the details page after you get your initial quote.

  • Q. What if my kids are travelling alone?
  • Children under 21 who are travelling alone (or without their parent or grandparent), or are not travelling with a parent or grandparent for 100% of the time are required to be listed as an adult traveller. There are no age restrictions for kids travelling alone.

  • Q. How do I know I am covered?
  • As soon as your payment for the insurance is made, we will send you your Certificate of Insurance and Policy Documents by email. You will also receive a text message containing our 24-hour Emergency Assistance phone number.

  • Q. Do you cover non-residents?
  • You can purchase a policy with us if you are permanent resident visa holder of New Zealand with unrestricted access to travel in and out of New Zealand, and have access to publicly funded health care in New Zealand. We cannot offer cover to inbound visitors to New Zealand, or temporary visas such as working holiday or student visas at this time. For more, see our Non Residents page.

  • Q. Is the quote price per person or for all travellers?
  • If you've entered multiple travellers' ages into our quote engine, the prices you'll see are for all travellers. Dependents are included for free and share the adult travellers benefits. If there is someone who is under 21, but is not your child or grandchild and/or will not be travelling with you for 100% of the trip, they will need to marked as as an adult traveller on the details page. Your quote will update so you can review the new price before you make any payment.

  • Q. Can I buy a two-year policy?
  • No, we don't currently offer two-year policies at this time. TINZ's travel insurance policies have a maximum duration of 18 months for people aged 69 and under (at time of purchase), or six months for travellers 70 and above. Click to see more information on our 18 month cover.

  • Q. My family are visiting from overseas. Do you offer visitors cover?
  • Our policies are only valid for residents of New Zealand. A resident is a person who lives in New Zealand and is either a citizen or permanent resident visa holder. If you're looking for visitors cover, consider visiting the guide from our partners Comparetravelinsurance.co.nz.

  • Q. Can I add Snow Ski Cover for Part of my trip?
  • Our Snow Ski Cover doesn't just cover you for medical benefits while you're on the slopes. It also covers a range of snowsport-related benefits, including cover for your snow gear if it's stolen, damaged or lost, as well as cancellation fees and lost deposits for flights, resort accommodation, lift passes and snow gear if you become sick or injured and have to cancel or shorten your trip. As these benefits apply before and during your entire trip, you cannot apply to only have Snow Ski Cover for a portion of your trip. For more information, see our Snow Ski Cover page.

  • Q. Can I purchase domestic cruise cover?
  • If you're cruising in New Zealand waters, select 'Cruising New Zealand' in the quote engine, so you get all the benefits of our international policies, including medical expenses onboard and medical evacuation.

    More information on cruising can be found on our Cruise page.

  • Q. Do I need a return ticket or return date to purchase a policy?
  • No, you don't need to have a return ticket already to buy a policy with us, but you do have to intend to return home to New Zealand, as we don't cover one way journeys. If you're 69 or younger, you can extend your policy for up to a maximum of 18 months. If you're 70 or older, you can extend your policy up to a maximum of 6 months. Just go to the Manage my Policy page, or Contact Us at least 48 hours before your policy is due to expire.

  • Q. Can I buy cover if i'm working overseas?
  • You sure can. Whether you're travelling for business or pleasure, you can buy a policy with us. Please note that we do not pay any public liability claims which arise from or are connected with employment in any business, profession, trade or occupation.

  • Q. Does Bali include Lombok and Gili islands?
  • No, these are a separate destinations. Please include Indonesia in your quote if you are travelling to Lombok and/or Gili Islands.

  • Q. Why is there a higher excess and cover limits for seniors?
  • As travel insurance premiums are based on risk, all travel insurers have to weigh up the likelihood, or risk, of a potential customer claiming, and the possible value of that claim. This risk is assessed on a number of factors including the destination/s the traveller is visiting, the age of the travellers, any pre-existing conditions they have, and what kinds of activities they plan to do. We have no age limit on our single trip overseas policies as we believe everyone should be able to travel no matter their age, but we do have to manage our risk so that that we can keep customer premiums down. As such, we may increase the excess on a policy or limit the benefits or duration of a policy, depending on your age.

  • Q. Why should I buy TINZ if I already have travel insurance with my credit card?
  • It's important to check that your credit card travel insurance covers you for everything you need it to. Personal circumstances vary, but some common things to watch out for are policies that:

    - do not cover you unless you to make 50%, 75% or 100% of trip purchases on that credit card
    - do not cover pre-existing conditions
    - do not cover the destination or duration of your trip, or the activities you'd like to do

    Check your credit card travel insurance's Product Disclosure Statement carefully - if it doesn't cover what you need it to, check our policy or contact us to see whether our product suits your needs and circumstances.

  • Q. I'm a returning customer. Can I get a discount?
  • If you've purchased from us before, or you've received a quote, you will receive emails from us from time to time to let you know about any discounts or promotions we have on offer.

  • Q. We're travelling in a group. Can we get a discount?
  • We have significant savings for groups built into our pricing. So you can put your group's details into the quote engine knowing you'll get a great deal every time.

  • Q. Does TINZ offer corporate travel insurance for businesses??
  • Business travellers can purchase a policy with us, but please be advised that we do not pay for any claims which arise from or are connected with employment in any business, profession, trade or occupation.

  • Q. Are you on the Cuban Government's list of approved travel insurance Providers?
  • Yes - TINZ's emergency assistance team, First Assistance, is on the approved providers list. As we are underwritten by Lloyd's of London, and not affiliated with US financial institutions, we are able to provide assistance to travellers in Cuba.

Making changes to your policy
  • Q. Can I cancel my policy?
  • Yes, we have a 14-day cooling-off period guarantee. If you decide that the policy is not right for you, you can cancel it within 14 days of purchase and we'll give you a full refund. You will need to confirm that your journey hasn't started, you don't have a pending claim, and you will not be making a claim or exercising any other right under the policy. You can do this yourself in the Manage my Policy page, or by calling us on 0800 699 070. Refunds can take a few days to appear on your credit card statement.

    After the 14-day cooling-off period, you can still cancel the policy or make change, but you will not receive any refund of premium. We encourage customers to review their documents including the PDS before and after purchase to ensure that the product is right for them.

  • Q. Can I extend my policy when I'm overseas?
  • You sure can. If you're 69 or younger, you can extend your policy for up to a maximum of 18 months. If you're 70 or older, you can extend your policy up to a maximum of 6 months. Just go to the Manage my Policy page, or Contact Us at least 48 hours before your policy is due to expire.

    If you become medically unfit to fly, if your transport is affected, or another event claimable event delays your return home, you can extend your policy free of charge. Please Contact Us to arrange this.

  • Q. If my itinerary changes, Can I add ski cover or activities after I purchase my policy?
  • You sure can. It's hard to know exactly what you'll do on your trip beforehand. If you decide you'd like to add benefits such as ski cover or adventure sports and activities after purchase, just go to the Manage my Policy page, or Contact Us.

  • Q. Can I change my details, travel dates or countries?
  • You sure can. Provided your policy hasn't expired, you can change your contact information, change your return date and add countries, even if you're already overseas. You can also change your departure date if your policy is still within the 14-day cooling-off period. Just go to the Manage my Policy page, or Contact Us.

  • Q. I've decided to shorten my trip. Can I change my departure or return date?
  • Provided your policy hasn't expired, you can change your return date, even if you're already overseas. You can also change your departure date if your policy is still within the 14-day cooling-off period. Just go to the Manage my Policy page, or Contact Us.

  • Q. can I get a refund for the unused portion of my policy if i return home earlier than expected?
  • No, you cannot receive a refund on your policy if you have already travelled on the policy, or if the cooling-off period has passed.

  • Q. Do you have a cooling-off period?
  • Yes, we have a 14-day cooling-off period guarantee. If you decide that the policy is not right for you, you can cancel it within 14 days of purchase and we'll give you a full refund. You will need to confirm that your journey hasn't started, you don't have a pending claim on the policy and you will not be making a claim or exercising any other right under the policy. You can do this in the Manage my Policy page, or by calling us on 0800 699 070. Refunds can take a few days to appear on your credit card statement. We encourage customers to review their policy documents including the PDS before and after purchase ensure that the product is right for them.

What your policy covers
  • Q. Am I covered if the airline delays or cancels my flight?
  • Your travel insurance will cover you for delays which are outside the airline's control, such as bad weather, natural disasters or strikes, provided you have a comprehensive policy which includes cancellation cover. 

    Your policy will not cover you for cancellations and delays that are within the airline's control, such as mechanical problems, staff shortages or overbooking. In those cases, the airline is liable for the service you have paid for, and you should expect them to reschedule or refund your flight. Many airlines also have customer service policies which offer compensation in the form of accomodation and meal vouchers for significant delays.

    Comprehensive travel insurance policies cover you for disruption of journey benefits, such as meals and accommodation if you're delayed for at least a six-hour period, and may also cover alternative travel expenses if you have to reach a prebooked event. 

    E.g. If you have to get to a wedding and your flight has been cancelled, our assistance team may arrange for a train ride and new airfare from a different airport, so you don't miss out on the big day.

  • Q. Do you cover me if I miss a connecting flight?
  • All claims are assessed on a case-by-case basis, but with all our plans excluding Essentials, you may be eligible for additional travel expenses and accommodation.

    Your travel insurance will cover you for delays which are outside your and the airline's control, such as bad weather, strikes, riots, etc, or if you have lost your passport, or are hospitalised.

    Your policy will not cover you for cancellations and delays that are within the airline's control, such as mechanical problems, staff shortages or overbooking. In those cases, the airline is liable for the service you have paid for, and you should expect them to reschedule or refund your flight. Many airlines also have customer service policies which offer compensation in the form of accomodation and meal vouchers for significant delays. It also won't cover you if you don't leave home with enough time to get to your first flight because you slept in, or if you've purchased a standby ticket to try to make a connecting flight and a seat doesn't open up in time.

  • Q. Do you cover for natural disasters?
  • Yes we do. All claims are assessed on a case-by-case basis, but provided you purchase your policy prior to a natural disaster becoming a known event, i.e. occurring, having already occurred or becoming imminent - indicated by government warnings, media reports, etc - you may have provision to claim for a range of benefits, including but not limited to cancellation, transport delays, and alternative travel arrangements, depending on which policy you have chosen. We will not pay any claims related to natural disasters if the policy was purchased after the event became known.

  • Q. Am I covered for cancellations or delays due to the Mt Agung volcano in Bali?
  • As the Mt Agung volcano is a known event, i.e. occurring, having already occurred or becoming imminent, as indicated by government warnings, media reports, etc - claims cannot be made for cancellations or delays related to the volcano. If the situation changes and we lift this exclusion, we will publish this on our website.

  • Q. Do you cover me to ride a motorcycle / motorbike or scooter?
  • Yes, TINZ will cover you to drive or ride a motorcycle, scooter or moped, provided that you follow the laws of the country you are in, and meet the requirements of our policy.You must always act in a responsible way to protect yourself and your property, so always wear a helmet, follow local laws, and do not drive under the influence of alcohol or drugs.

    If you are driving:

    We have a general exclusion for any claims that arise because you act illegally or break any government prohibitions or regulations. So if you are riding a motorcycle or moped without a licence that is valid in that country, or you break the law in the way that you drive, you will not have provision to claim.

    Additionally, according to our policy, you must have a current New Zealand motorcycle licence to drive any motorcycles 50cc and over. If you are driving a scooter/moped (under 50cc), you must have a current New Zealand motorcycle or drivers licence.

    If you are riding pillion:

    The driver must have a motorcycle licence valid in that country for vehicles over 50cc. For vehicles under 50cc, the driver must have a motorcycle or drivers licence valid in that country.

    Please note: if you are riding a motorcycle or moped, exclusions also apply for personal liability, accidental death or permanent disability benefit claims.

  • Q. Do you cover me to ride a quad bike?
  • Riding a quad bike, also known as an ATV (all-terrain vehicle), is excluded from cover. As much as we'd love to, we do not have an option for you to pay an additional premium to include cover for this either.

  • Q. Do you cover repatriation for injury or death?
  • Yes, in the event of a medical emergency, TINZ will arrange for medical transfers to New Zealand for further treatment should you be fit to fly.

    If you pass away as a result of injury or illness during your journey, we will also pay up to $15,000 for reasonable costs of either a funeral or cremation overseas and/or returning your remains to New Zealand. Learn more on our repatriation travel insurance page.

  • Q. I'm going on a cruise. Do you cover cruising?
  • TINZ automatically covers cruising in our international travel insurance policies for no additional charge. So whether your formal wear goes missing, or you need to be helicopter-evaced back to shore, we've got you covered. If you're cruising in New Zealand waters, select 'Cruising New Zealand' in the quote engine, so you get all the benefits of our international policies, including medical expenses onboard and medical evacuation.

    More information on cruising can be found on our Cruise page.

  • Q. Do you cover adventure activities?
  • We automatically cover you for a wide range of activities while you’re away, however some activities require an additional premium.  Refer to our sports and actitivies page for details on which activities are covered.

  • Q. Do you cover sailing?
  • We sure do - just add on our Sports and Activities Pack during the quote process. We'll cover you for sailing provided you're less than 10 nautical miles off any land mass, and aren't engaged in racing or competition. You'll receive full medical expenses benefits, but please note that there are exclusions for accidental death, permanent disability and public liability benefits.

    Going cruising instead? Unlike many insurers, we automatically cover cruising at no extra cost.

  • Q. Do you cover racing in competitions?
  • We do not offer coverage for any activity undertaken in competition. We also do not cover any racing other than on foot, or recreational ski racing (not training for or participating in a competition) with our Snow Ski Pack. For more information on covered activities, see our Winter Sports and Sports and Activities pages.

  • Q. Do you cover items purchased overseas?
  • We sure do. Provided you have proof of purchase, they would be subject to the same benefits and limits as the items you brought from home.

  • Q. Do you cover jewellery?
  • Jewellery, including engagement rings, is covered under the Luggage and Personal Effects benefit, up to a maximum of $1,000 per item. Pairs or related sets of items are considered to be one item, such as a matching pair of earrings. We will not pay for any loss or damage to jewellery which occurs while checked in to a cargo hold of any aircraft (or ship, train, tram or bus), unless the airline required you to transport them in cargo hold and you have written documentation to that effect.

    We do not offer add-on High Value Item cover for jewellery, watches, bicycles or watercraft (excluding surfboards).

  • Q. Will you cover my engagement ring?
  • We offer up to $3,000 cover for computers, cameras and video recorders, and up to $1000 for all other items. As such, we will only cover your engagement ring for up to $1000. We will not pay for any loss or damage to jewellery which occurs while checked in to a cargo hold of any aircraft (or ship, train, tram or bus), unless the airline required you to transport them in cargo hold and you have written documentation to that effect. So if you're worried about losing it overseas, maybe leave it safe and sound at home.

    We do not offer add-on High Value Item cover for jewellery, watches, bicycles or watercraft (excluding surfboards).

  • Q. Do you cover my expensive camera / lenses / photography equipment?
  • Cameras, including lenses, are covered under the Luggage and Personal Effects benefit, up to a maximum of $3,000. Please note that all items are subject to depreciation unless listed on your policy as a High Value Item

    If you would like coverage for your camera and lenses of up to $5000 with no depreciation, you can list them as a high value item for an additional premium. For more information, see our High Value Item page.

  • Q. Do you cover drones?
  • Our travel insurance policies specifically exclude coverage for drones.

  • Q. Do you cover laptops, computers, cameras, and mobile phones?
  • Yes, all our policies come with luggage coverage of $7,500. We have a $3000 limit on computers and cameras, and a $1000 limit on mobile phones. Depreciation does apply to luggage claims, so if you are looking for complete coverage for your item, consider our High Value Item cover. Please be advised that we do not offer coverage for these items if left in the cargo hold of an airplane or other transport unless with a written requirement from an airline.

  • Q. Do you cover surfboards?
  • Yes, we cover for loss, theft or damage of surfboards, either up to the $750 item sublimit within the Luggage and Personal Effects benefits, or up to $5000 if listed as a High Value Item. We do not cover any loss, theft or damage to surfboards while in use.

  • Q. Do you cover me to ride a bike / bicycle?
  • We automatically cover cycling non-competitively, and offer coverage for cycle touring and mountain biking non-competitively and without stunts with our Sports and Activities cover add-on. We do not cover competitive cycling, or BMX-riding.

  • Q. Do you cover rental vehicle excess?
  • We sure do! Rental vehicle excess coverage of up to $6000 is automatically included in all our polices other than Essentials

    If, during your period of cover, a rental vehicle which you have rented from a rental company is involved in a motor vehicle accident while you are behind the wheel, or is damaged or stolen whilst in your custody, then we will pay the lesser of:

    - the motor vehicle insurance excess or liability fee you are required to pay under a damage waiver; and
    - the cost of repair of the property damage for which you are liable.

    This cover does not replace rental vehicle insurance and only covers the excess component up to the applicable benefit limit. 

  • Q. Does the rental vehicle excess benefit cover motorbikes / motorcycles and scooters?
  • No, the Rental Vehicle Excess benefit only cover sedans, hatchbacks and station-wagons, four-wheel drives, minibuses/people movers and campervans/motorhomes up to 4.5 tonnes. It does not cover mopeds, scooters, or motorcycles.

  • Q. am I covered for any car or vehicle hired in New zealand if I have an annual / Frequent Traveller policy?
  • Cover will only apply on a Frequent Traveller policy if you are travelling to or from a destination which is at least 50km from your home. Please note that the rental vehicle excess benefit limits are per journey per policy, not per person, and that a rental vehicle is defined as a campervan, motorhome, sedan, hatchback, station wagon, 4-wheel drive, minibus or people mover which does not exceed 4.5 tonnes, and is hired from a licensed rental vehicle company.

  • Q. If I have rental vehicle excess cover, do I need to purchase the extra cover from the rental company?
  • This cover does not replace rental vehicle insurance and only covers the excess component. Your car hire will typically come with a basic amount of insurance included, and then the car hire company will offer you excess reduction or removal insurance, also known sometimes as a Collision Damage Waiver. You can choose to purchase their cover, or the rental vehicle excess cover up to $6000 which is automatically included in all our polices other than Essentials

    Please note: if the excess on your rental vehicle is more than $6000, this may not be appropriate coverage for you.

  • Q. If I borrow a car from a friend and am in an accident, can I claim the rental vehicle excess benefit?
  • No, the rental vehicle excess benefit is only for campervan, motorhome, sedan, hatchback, station wagon, 4-wheel drive, minibus or people mover which does not exceed 4.5 tonnes licensed from a rental vehicle company.

  • Q. am I covered if i need to cancel / shorten my trip due to a death or a sick family member in New Zealand?
  • We'll cover you for lost deposits and cancellation fees for flights, accommodation and pre-booked tours, etc, due to cancellation or shortening of your trip due to the death or hospitalisation of a relative. 

    Exclusions do apply here. We will only cover you for relatives in New Zealand and Australia. We will also generally not cover you for hospitalisation or death of a relative due to a pre-existing condition, or for any relative 85 and over. 

    If the hospitalisation or death is a result of a pre-existing condition, but you were unaware of the likelihood of hospitalisation or death, we will offer cancellation benefits, capped at $2000.

  • Q. am I covered in countries or regions which MFAT or safetravel advises against travelling to?
  • We cannot offer cover for countries or regions of countries which have an advisory warning against travel to or through. See safetravel.govt.nz for current advice.

  • Q. Do you offer cover for terrorism?
  • If, during the period of cover of a overseas policy, you are a vicitim of an act of terrorism, you'll have access to a range of our typical benefits, including access to our 24/7 emergency assistance team, and coverage for luggage and personal effects, permanent disability and accidental death. If you are injured overseas in an act of terrorism, we will also pay up to a maximum of $10 million in emergency medical expenses.

    Frequent Traveller and Comprehensive Plus policy holders have access to additional benefits for cancellation and rearrangement of your trip, evacuation or curtailment, and hijacking and kidnapping. If after you purchase your policy and within a week before you travel, the New Zealand government upgrades to advise against all forms of travel to or though a country that forms part of your itinerary due to an act of terrorism, we will pay for the reasonable additional expenses you incur in rearranging your trip so you do not need to travel there. Alternatively, we will pay for cancellation fees or lost deposits should you be unable to recover those fees any other way. In the event an act of terrorism occurs within 2km of your booked accommodation, you may also have provision to be evacuated or returned to New Zealand. For more details, see our Terrorism page.

  • Q. am I covered to climb Mt Everest or other high altitude mountains?
  • We automatically cover hiking or trekking to 3,500m, or up to 5,000m with our Sports and Activities pack. As Everest Base camp is 5,380m, we do not offer cover to hike or trek at that height. We also do not cover any mountaineering which involves climbing or ice equipment.

  • Q. I'm going hiking, trekking or climbing - do you cover Helicopter mountain rescue? 
  • Our 24/7 emergency medical assistance team can arrange for medical evacuation and transfers to the nearest hospital, provided that you are hiking, trekking or climbing in accordance with height and activity limits for your policy.

  • Q. Will you cover me to ride a motorcycle / motorbike or scooter in bali?
  • Yes, TINZ will cover you to drive or ride a motorcycle, scooter or moped, provided that you follow the laws of the country you are in, and meet the requirements of our policy. You must always act in a responsible way to protect yourself and your property, so always wear a helmet, follow local laws, and do not drive under the influence of alcohol or drugs.

    If you are driving:

    According to the law in Bali, you must have an International Driver's Permit (IDP) with motorcycle endorsement, or a temporary Balinese licence, obtained from the police station in Denpasar to ride any motorcycle, moped or scooter.

    Additionally, according to our policy, you must also have a current New Zealand motorcycle licence to drive any motorcycles 50cc and over, or either a current New Zealand motorcycle or drivers licence to ride mopeds or scooters under 50cc.

    If you are riding pillion:

    The driver must have a motorcycle licence valid in that country for vehicles over 50cc. For vehicles under 50cc, the driver must have a motorcycle or drivers licence valid in that country.

    Please note: if you are riding a motorcycle or moped, exclusions also apply for personal liability, accidental death or permanent disability benefit claims.

  • Q. Will you cover me to ride a motorcycle / motorbike or scooter in Thailand?
  • Yes, TINZ will cover you to drive or ride a motorcycle, scooter or moped, provided that you follow the laws of the country you are in, and meet the requirements of our policy. You must always act in a responsible way to protect yourself and your property, so always wear a helmet, follow local laws, and do not drive under the influence of alcohol or drugs.

    If you are driving:

    According to the law in Thailand, if you are riding a motorcycle over 50cc, you must have an International Driver's Permit (IDP) with motorcycle endorsement or a Thai motorcycle licence.

    Additionally, according to our policy, you must also have a current New Zealand motorcycle licence to drive any motorcycles 50cc and over, or either a current New Zealand motorcycle or drivers licence to ride mopeds or scooters under 50cc.

    If you are riding pillion:

    The driver must have a motorcycle licence valid in Thailand for vehicles over 50cc. If you are riding pillion on a vehicle under 50cc, the driver must have a motorcycle or drivers licence valid in Thailand.

    Please note: if you are riding a motorcycle or moped, exclusions also apply for personal liability, accidental death or permanent disability benefit claims.

  • Q. Will you cover me to ride a motorcycle / motorbike or scooter in Vietnam?
  • Yes, TINZ will cover you to drive or ride a motorcycle, scooter or moped, provided that you follow the laws of the country you are in, and meet the requirements of our policy. You must always act in a responsible way to protect yourself and your property, so always wear a helmet, follow local laws, and do not drive under the influence of alcohol or drugs.

    If you are driving:

    According to the law in Vietnam, if you are riding a motorcycle over 50cc, you must have a temporary Vietnamese licence - an International Driver's Permit with motorcycle endorsement is not sufficient. 

    Additionally, according to our policy, you must also have a current New Zealand motorcycle licence to drive any motorcycles 50cc and over, or either a current New Zealand motorcycle or drivers licence to ride mopeds or scooters under 50cc.

    If you are riding pillion:

    The driver must have a motorcycle licence valid in Vietnam for vehicles over 50cc. If you are riding pillion on a vehicle under 50cc, the driver must have a motorcycle or drivers licence valid in Vietnam.

    Please note: if you are riding a motorcycle or moped, exclusions also apply for personal liability, accidental death or permanent disability benefit claims.

Medical Conditions
  • Q. Do you cover pre-existing medical conditions?
  • TINZ automatically provides cover for 35 pre-existing medical conditions for free, even if you don’t tell us about them, provided that your condition has been stable for more than 12 months, you do not intend to have surgery, treatment or a specialist review and you have not attended hospital for treatment for the condition in the past 12 months.

    If you do not meet the criteria for automatic free cover for a listed condition, or you have another condition which we do not cover, you can apply for cover by completing our quick online medical assessment. This can be completed after you have received quotes for your holiday.

  • Q. If I develop a condition after I purchase a policy, do I need to let you know?
  • Yes. Our pre-existing condition coverage is limited to the conditions we have agreed to cover and are listed on your Certificate of Insurance, so please Contact Us as soon as possible to make any changes.

  • Q. I'm pregnant. Do you cover Pregnancy?
  • We automatically cover most single pregnancies up to and inclusive of 24 weeks. We'll cover multiple pregnancies (twins, etc) up to and inclusive of 19 weeks. If you've had no complications or pre-existing conditions which a medical adviser has suggested may impact your pregnancy, you don't need to declare your pregnancy with us.

    If you've had complications or have other pre-existing conditions, you must declare your pregnancy via our online medical screening form after you've got your quote. Depending on your circumstances, we may cover you, limit your coverage - maybe hold off on the adventure sports! - or decline your coverage. Either way, you'll get a response instantly, so there's no waiting or guesswork.

    More information on travelling while pregnant can be found in our Pregnancy page.

  • Q. Do you cover In vitro fertilisation (IVF) Pregnancies?
  • We automatically cover single pregnancies up to and inclusive of 24 weeks, and multiple pregnancies up to and inclusive of 19 weeks, whether they have been naturally or IVF-conceived, without a need to declare. This is providing that there are no complications or pre-existing conditions which a medical adviser has suggested may impact your pregnancy.

    If you have had complications or pre-existing conditions, you must declare your pregnancy via our online medical screening form after you've got your quote. Depending on your circumstances, we may cover you, limit your coverage or decline your coverage. Either way, you'll get a response instantly, so there's no waiting or guesswork.

    More information on travelling while pregnant can be found in our Pregnancy page.

  • Q. Do you cover elective or cosmetic surgery?
  • No. While medical tourism for cosmetic surgery and other types of elective treatment are becoming increasingly popular, travel insurance is designed to cover unexpected events, not planned events where the risk is very high. At TINZ, we have an exclusion for any claims arising from, or associated or related to elective surgery. You're still eligible for all the other benefits of travel insurance - cancellation and delay cover, baggage loss or theft and family emergencies - but if you have complications from elective surgery and are not fit to fly home, we will not be able to cover you.

  • Q. Do you cover cancer?
  • If you are having treatment for cancer now, or have had so in the past we need to know about it so we can evaluate whether we can provide you with cover. After you receive your quote, you can continue through to the personal information page where you will be invited to fill out our online medical assessment. We will ask you some questions about your health and then determine whether we can offer you cover and on what terms. Depending on your condition, we may decline to cover you, limit the amount of cover, exclude specific medical condition and/or agree to provide cover for an additional premium. Each condition that we agree to cover will be noted on your Certificate of Insurance.

  • Q. Do you cover diabetes?
  • We automatically cover diabetes type I and II providing:
    - you were diagnosed over 12 months ago
    - the condition has been stable for more than 12 months
    - you do not intend to have surgery, treatment or a specialist review
    - you have not attended hospital for treatment for the condition in the past 12 months
    - you have no eye, kidney, nerve or vascular complications
    - you do not also suffer from a known cardiovascular disease, hypertension or hypercholesterolaemia
    - and are under 50 years of age at the date of policy issue.

    If your diabetes does not meet the above criteria for automatic cover, you must declare it by doing our quick online medical assessment after the quote process. We will ask you some questions about your health and determine whether we can offer you cover and if so, on what terms. Depending on your condition, we may decline to cover you, limit the amount of cover, exclude specific medical condition and/or agree to provide cover for an additional premium. Each condition that we agree to cover will be noted on your Certificate of Insurance.

  • Q. Do you cover High Cholesterol?
  • TINZ covers hypercholesterolemia (high cholesterol) automatically providing:
    - you do not also suffer from a known cardiovascular disease
    - you were diagnosed over 12 months ago
    - the condition has been stable for more than 12 months
    - you do not intend to have surgery, treatment or a specialist review.

    If your high cholesterol does not meet the above criteria for automatic cover, you must declare it by doing our quick online medical assessment after the quote process. We will ask you some questions about your health and determine whether we can offer you cover and if so, on what terms. Depending on your condition, we may decline to cover you, limit the amount of cover, exclude specific medical condition and/or agree to provide cover for an additional premium. Each condition that we agree to cover will be noted on your Certificate of Insurance.

  • Q. Do you cover asthma?
  • TINZ covers asthma automatically providing:
    - the condition has been stable for more than 12 months
    - you do not intend to have surgery, treatment or a specialist review
    - you have not attended hospital for treatment for the condition in the past 12 months
    - you have no other lung disease
    - you are less than 60 years of age at the date of policy issue.

    If your asthma does not meet the above criteria for automatic cover, you must declare it by doing our quick online medical assessment after the quote process. We will ask you some questions about your health and determine whether we can offer you cover and if so, on what terms. Depending on your condition, we may decline to cover you, limit the amount of cover, exclude specific medical condition and/or agree to provide cover for an additional premium. Each condition that we agree to cover will be noted on your Certificate of Insurance.

  • Q. Do you cover Heart conditions?
  • If you are having treatment for a heart condition now, or have had so in the past we need to know about it so we can evaluate whether we can provide you with cover. You can declare it by doing our quick online medical assessment after the quote process. We will ask you some questions about your health and determine whether we can offer you cover and if so, on what terms. Depending on your condition, we may decline to cover you, limit the amount of cover, exclude specific medical condition and/or agree to provide cover for an additional premium. Each condition that we agree to cover will be noted on your Certificate of Insurance.

  • Q. Do you cover peanut allergies and anaphylaxis?
  • TINZ covers allergies such as rhinitis, chronic sinusitis, eczema, food intolerance and hay fever automatically providing;
    - you were diagnosed over 12 months ago
    - the condition has been stable for more than 12 months
    - you do not intend to have surgery, treatment or a specialist review.

    If your allergies do not meet the above criteria for automatic cover, or if you experience anaphylaxis, you must declare it by doing our quick online medical assessment after the quote process. We will ask you some questions about your health and determine whether we can offer you cover and if so, on what terms. Depending on your condition, we may decline to cover you, limit the amount of cover, exclude specific medical condition and/or agree to provide cover for an additional premium. Each condition that we agree to cover will be noted on your Certificate of Insurance.

  • Q. Do you cover mental health conditions?
  • We do not automatically cover mental health conditions, but you can declare them by doing our quick online medical assessment after the quote process. We will ask you some questions about your health and determine whether we can offer you cover and if so, on what terms. Depending on your condition, we may decline to cover you, limit the amount of cover, exclude specific medical condition and/or agree to provide cover for an additional premium. Each condition that we agree to cover will be noted on your Certificate of Insurance. Click to find out more about travel insurance for mental health conditions.

  • Q. Do I have to declare my pre-existing conditions?
  • Yes, you must declare all pre-existing conditions via our medical assessment tool. Depending on your condition, you may be given the option not to receive coverage for that condition.

When there's an emergency
  • Q. What do I do in case of an emergency?
  • If something happens while you’re travelling overseas and you need emergency assistance, you can call the 24-hour emergency assistance line, 365 days a year on +64 9888 9274.

  • Q. What happens if I get sick or injured overseas?
  • If you are sick or injured while you’re travelling overseas, call our 24-hour emergency assistance line, 365 days a year on +64 9888 9274 as soon as possible. They'll be able to organise hospital transfers, make guarantees of payment, and arrange medical evacuation to New Zealand if necessary. They'll also be able to send messages to your family or employer, or arrange to send any dependants back to New Zealand if your hospitalisation means they'll be without supervision.

    We may not be able to pay your claim if you or someone from your party fails to notify the emergency assistance team.

  • Q. Can your assistance team speak with the doctors and translate for me?
  • We sure can. If you are sick or injured while you’re travelling overseas, call our 24-hour emergency assistance line, 365 days a year on +64 9888 9274 as soon as possible. Our team is staffed with translators and medical and logistics experts, who can liaise with your doctors, and organise transfers or payments. It can also help to bring a printout of your Certificate of Insurance with you - it has all our emergency contact details on it.

  • Q. If I have to be evacuated or repatriated, can I choose where I go?
  • Our 24/7 emergency hotline, First Assistance, is staffed by a team of expert medical and logistics professionals; their number one priority is to get you home safe and sound. 

    They will liaise with your on-the-ground medical team and if you have to be evacuated to another country or hospital, they'll help determine the best location for treatment. If you're in a small village and need emergency assistance, they may organise transport to a major hospital with a higher standard of care, or if you're fit to fly, they'll repatriate you home to New Zealand.

    At the end of the day, it's your call whether you want to leave or not, but if you decline to follow the advice of the First Assistance team, we will not cover any subsequent medical expenses.

  • Q. If I am medically evacuated home, will you cover my medical bills in New Zealand too?
  • No, as New Zealand has a public healthcare system, we will not pay for any hospital or medical costs incurred in New Zealand.

  • Q. If I am injured overseas, will you cover my physiotherapy bills in New Zealand too?
  • No, our policy is only for emergency medical expenses incurred overseas. So you may have physiotherapy expenses approved by our First Assistance emergency team while you're in hospital overseas and it considered medically-necessary, but not when you're back in New Zealand.

  • Q. I am sick overseas and want to come home early. What should I do?
  • If you are sick or injured while you’re travelling overseas, call our 24-hour emergency assistance line, 365 days a year on +64 9888 9274 as soon as possible. If our assistance team recommends that you return home due to illness or injury, you may have provision for additional travel expenses and lost deposits, depending on your policy. For information on claiming, see our Claims page.

  • Q. If I am sick or injured, can I choose a my own doctor?
  • If you are sick or injured while you’re travelling overseas, call our 24-hour emergency assistance line, 365 days a year on +64 9888 9274 as soon as possible.

    Unless you are being treated under a reciprocal health agreement, you can choose your own doctor / medical adviser (provided they are not a member of your family, and have appropriate qualifications in the country you are being treated) or our First Assistance team can choose one for you. If you did not receive the care you expected from medical adviser you have chosen, First Assistance will do what it can to assist you, but neither First Assistance or TINZ is liable for anything that results from that treatment.

    If you are advised that you will need medical treatment or evacuation to New Zealand, please contact First Assistance as soon as possible to obtain approval for expenses. If you do not contact First Assistance or follow their guidance, we will not pay any expenses which could have been avoided or minimised.

  • If I am sick overseas and I'll miss my flight, what should I do?
  • Call our 24-hour emergency assistance line, 365 days a year on +64 9888 9274 as soon as possible. Our team can arrange for you to get to a hospital, and can assist in sorting out flights.

Claims
  • Q. What do I do if I need to make a claim?
  • If you're sick or injured overseas, contact our First Assistance team as as soon as you can on +64 9888 9274. If necessary, we may be able to offer a guarantee of payment to the hospital, so you can focus on getting better.

    For all other matters, make a claim at your earliest convenience, and within 30 days of your return home. We'll assess your claim within 10 business days of receiving it, provided we have all the necessary information and documentation. So remember to get a written police report within 24 hours of a loss or theft, keep your receipts and if in doubt, get documentation from a service provider for delays or cancellations.

  • Q. I think I was pickpocketed and my wallet / phone / passport was taken. What should I do?
  • Make sure you get a written police report within 24 hours of a loss or theft of any of your personal effects. To submit a claim, complete the claims form within 30 days of returning home - or you can even do it online while you're overseas! - and attach the police report and proof of purchase. 

    Most claims are processed within 10 business days. If we need additional information, we'll let you know within 10 business days and provide an estimate of the timetable and process for making a decision.

  • Q. What do you accept as proof of purchase?
  • We will accept proof of purchase receipts or tax invoices with proof of payment. Bank statements or credit card details may also be used to substantiate your claim.

  • Q. Why do you ask for my bank details when processing a claim?
  • This is so you can be reimbursed as quickly as possible. As soon as a claim has been processed and verified, we will make the payment straight into your account. Most claims are processed within 10 business days. If we need additional information, we'll let you know within 10 business days and provide an estimate of the timetable and process for making a decision. Your bank may take a few extra days to clear the payment and release the funds to you. For more information, see our Claims page.

  • Q. How long will it take to process my claim?
  • For Overseas Emergency Medical Assistance and Medical Expenses Incurred Overseas, contact our First Assistance team as as soon as you can on +64 9888 9274. We may be able to offer a guarantee of payment to the hospital, so you can focus on getting better.

    For all other matters, contact our claims team at your earliest convenience, and within 30 days of your return home. We'll assess your claim within 10 business days of receiving it, provided we have all the necessary information and documentation. So remember to get a written police report within 24 hours of a loss or theft, keep your receipts and if in doubt, get documentation from a service provider.

    Most claims are processed within 10 business days. If we need additional information, we'll let you know within 10 business days and provide an estimate of the timetable and process for making a decision. For more information, see our Claims page.

  • Q. What is an excess?
  • An excess (also known as a deductible) is the amount you are required to pay before your travel insurance policy will cover your claim. This helps keeps premiums down by preventing trivial claims for things like a $20 pair of sunglasses. We only charge an excess per event, not per claim, so if you go to the hospital after being injured, and then go back for additional follow up visits for the same injury, we will only charge you the excess once, as it's for the same event. We do not charge an excess on a number of benefits, including delayed luggage, resumption of journey, alternative transport expenses, accidental death, permanent disability and loss of income.

    E.g. if you have an excess of $100 and your brand new $2000 laptop is stolen, you will have to pay $100, while your travel insurance policy will pay up to $1900.

    We have a non-removable excess of $100, but you can choose to double it to $200 to lower the cost of your policy. Some adventure sports and activities have an increased excess of either $250 or $500 (see our PDS for details). If you're 80 or older, claims resulting from medical issues have a $3,000 excess.

  • Q. How do I know what the excess for my policy is?
  • We have a standard excess of $100, but you can choose to double this to $200 to reduce the cost of your policy. Some adventure sports and activities have an increased excess of either $250 or $500 (see our PDS for details). If you're 80 or older, claims resulting from medical issues have a $3,000 excess.

  • Q. If I have multiple claims, do I have to pay the excess each time?
  • We do not charge an excess on a number of benefits, including delayed luggage, resumption of journey, alternative transport expenses, accidental death, permanent disability and loss of income. If you are claiming for a benefit which does incur an excess, we only charge an excess per event, not per claim. 

    If you are in a car accident, and are claiming for rental vehicle excess, damaged luggage, and a hospital bill, that would be one event - so only one excess. If your luggage was stolen on three separate occasions, that would be three separate events, so three excesses.

  • Q. If more than one traveller is claiming for a single event, do we each have to pay the excess?
  • Yes, that's correct. Just as the benefits are per person, not per policy, the excess requirements also are per person. So if two policyholders end up in hospital with gastro, there would be an excess required for both.

  • Q. Can someone else claim on my behalf?
  • There are some circumstances where someone else may have to claim some benefits on your behalf, such as if you are hospitalised. Members of your travelling party, family members back in New Zealand, or the medical team treating you may get in touch with our emergency assistance team on +64 9888 9274 on your behalf to arrange guarantees of payment to the hospital, medical transfers, arranging transfer of dependants back to New Zealand, etc. 

    If another circumstance arises where you believe someone else should claim on your behalf, please contact us on 0800 272 976 (within New Zealand) or (+61) 7 3164 3261 (from Overseas) 8:00am – 8:00pm Monday to Friday NZST, or email us on [email protected].

  • Q. The airline lost or damaged my luggage. Can I claim for this?
  • Claims are assessed on a case-by-case basis, but you may have provision to claim. If damage or loss does occur, contact your airline as soon as possible and within 24 hours to report the theft or damage, and obtain written documentation from the airline that a report was made. For information on how to claim, see our Claims page.

    We will not pay for any loss or damage to jewellery, mobile phones, cameras, video cameras, personal computers, computer equipment or their accessories which occurs while checked in to a cargo hold of any aircraft (or ship, train, tram or bus), unless the airline required you to transport them in cargo hold and you have written documentation to that effect.

  • Q. I was delayed at airport security and missed my flight. Can I claim for this?
  • Claims are assessed on a case-by-case basis. As a general rule, we require you to do everything you can to minimise the risk of a claim. So if you only arrive at the airport with twenty minutes to clear security and get to your gate for an international flight, you would not be able to claim for this. We also will not pay claims if you made errors in your booking arrangements or failed to obtain the appropriate visa, passport or other travel documents, if you act illegally or break any government prohibitions or regulations, or your claim arises from a government authority confiscating, detaining or destroying anything.  We do have a provision for coverage however if you are delayed because you unknowingly breach a quarantine regulation.

  • Q. My flight was delayed due to bad weather, so I missed my connection. Can I claim for this?
  • Claims are assessed on a case-by-case basis. On all policies excluding Essentials, you may have provision to claim for additional travel expenses and accomodation in the event that your transport is delayed due to strike, riot, civil protests, bad weather and natural disasters. For information on how to claim, see our Claims page.

  • Q. My bag was stolen from the hostel I'm staying at. Can I claim for this?
  • We will not pay any claims for items left unattended in a public place, including a hostel dorm. A public place is a place that the public has access to, including but not limited to planes, trains, trams, cruise ships, taxis, buses, air or bus terminals, stations, wharves, streets, museums, galleries, hostels, motels, hotels, hotel foyers and grounds, beaches, restaurants, private car parks, public toilets and general access areas. Unsupervised means forgetting or misplacing your items, walking away from them, or leaving your items with someone who is not on your Certificate of Insurance or not a travelling companion or relative. It also means leaving your items with someone on your Certificate of Insurance, a travelling companion or relative who fails to keep your luggage and personal effects under close supervision.

  • Q. I booked my flight / hotel incorrectly, or my visa didn't come through. Can I claim for this?
  • We will not pay claims if you made errors in your booking arrangements or failed to obtain the appropriate visa, passport or other travel documents.

  • Q. My leave / time off work has been cancelled by my employer. Can I claim for this?
  • We will not pay claims which arise from leave being cancelled unless you are a full time member of the New Zealand Defence Force or of federal, state or territory emergency services.

  • Q. I accidentally left my luggage in the overhead lockers on the plane. Can I claim for this?
  • No, we will not pay claims for items left unsupervised in a public place, including on a plane. "Unsupervised" includes forgetting or misplacing items of your luggage, leaving them behind or walking away from them.

  • Q. Something that was given to me as a gift was stolen, lost or damaged. Can I claim for this?
  • Claims are assessed on a base-by-case basis. You may have provision to claim for this, provided that you can demonstrate proof of ownership, and proof of the value of the item.

 

 

 

 

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