Frequently asked questions

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  • 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.  It can save you from financial ruin, brings peace of mind, and it’s surprisingly affordable. Especially when you shop around online for the best travel insurance policy for your trip.

  • Q. How can I buy TINZ travel insurance?
  • You can purchase one of our policies online or over the phone. Our contact number is 0800 699 070.  We are open 7 days a week for your convenience.

  • 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.

    However, it is important to note that the cancellation benefit kicks in from the moment you purchase your policy.  This means that should you become ill or injured before you travel, you are covered for your cancellation costs and prepaid flights and accomodation.

  • Q. Can i buy travel insurance WHEN I'M ALREADY OVERSEAS after i've left home?
  • 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.

  • Yes, we have a 14 days cooling-off period guarantee.  If, after purchasing your policy, you decide that it's not suitable, you can cancel your policy within 14 days after your Certificate of Insurance and PDS was issued, and we'll give you a full refund.  For a refund to be issued, you will need to confirm that your journey hasn't started, you don't have a pending claim on the policy and you have no intention in making a claim or excersing any other right under the policy.  Refunds can take a few days to appear on your credit card statement.

    After the 14 days cooling off period, you can still cancel the policy or make any changes to the policy, but you will not receive any refund of premium.  We encourage customers to review their policy documents including the PDS as soon as they are received to ensure that the product is right for them.

  • Q. What Do I Do If I Lose My Policy Documentation?
  • Contact our friendly Sales & Customer Service team using these details: 

    Within New Zealand 0800 699 070
    From overseas +64 9887 8477
    Email: [email protected]

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

  • 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]
    SMS: (+61) 419 232 634

  • Q. Do you cover pregnancy?
  • Yes. Pregnancy up to and inclusive of 24 weeks is covered provided it is a single foetus, uncomplicated pregnancy. Multiple pregnancies up to and inclusive of the 19th week of gestation are covered. For more information click here. 

  • Q. What is a dependant?
  • Your children or grandchildren not in full-time employment who are under the age of 21 and travelling with you on the Journey. Whether it’s two adults, multiple adults or just a single adult travelling, we allow for an unlimited number of dependants to be added to a policy. All travellers including depandants, must be named on the Certificate of Insurance to be covered.

    If you have a child under 16 years of age that requires a single adult policy you will need to contact the call centre to discuss your options.

  • Q. Do i need to purchase separate cruise cover if i'm going on a cruise?
  • No, We don’t charge any extra if you’re heading on a cruise. With TINZ, you’re covered from ship to shore.

  • Q. Do I need travel insurance for cruises in New Zealand waters?
  • Yes, travellers on domestic cruises in New Zealand waters must purchase an international plan to ensure they are covered for emergency medical assistance and medical and hospital expenses.  If you're only travelling within New Zealand waters, you can select "Pacific"or "Cruising New Zealand Waters" as your destination.

  • Q. Do you cover pre-existing medical conditions?
  • Travel insurance only provides cover for emergency Overseas medical events that are unforeseen. Medical conditions that were pre-existing at the time of the policy being issued are not covered, unless they are a condition that we expressly agree to cover. For further information and a full list of covered conditions.

  • Yes you would be covered as long as you are:
    a) Working full time and paying tax in NZ
    b) Travelling in and out of NZ on the same visa
    c) Have a working visa that is valid for more than two years

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

  • Q. What do I do if I need to make a claim?
  • If you need to make a claim please review the ‘Make A Claim’ section of our website it will detail the steps to make a claim.

  • Q. Are kids covered for free?
  • All of TINZ's travel insurance policies cover kids at no additional cost. Your child is eligible if they are financially dependent, under twenty one (21) years, are travelling together with a parent or grandparent for 100% of the holiday, and are named on the Certificate of Insurance.

  • Q. What if my kids are travelling alone?
  • Children under 18 who are travelling alone (or without a parent) would be classed as an adult and required to buy a standard travel insurance policy. There are no age restrictions for kids travelling alone.

  • Q. What is TINZ’s age limit?
  • Persons of any age can buy a policy, however trip limits do apply. Those under 69 years can purchase a policy for a maximum trip duration of 18 months only. Those over 70 can purchase a policy for a maximum trip duration of 6 months only. Our frequent traveller policy is only available to travellers aged 64 and under.

  • 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. How long does it take to apply for travel insurance?
  • How quickly can you talk? It only takes a few minutes. Taking out travel insurance is a very straight forward process.  

    An additional 24-48 hours is applied if medical assessment is required for pre-existing medical conditions.


Why choose TINZ?

competitive prices


We’re passionate about providing the best travel insurance that money can buy. We only charge you for extras, meaning you can get more cover for less.


local call centre

local call

Based in Auckland, our customer service centre is bursting with travel insurance specialists ready to answer your call.

easy claims

Easy claims 

We are committed to claims service excellence.  We guarantee to pay any valid, fully documented claim within 10 business days.

money back

money back

You can cancel your policy for any reason within 14 days if haven’t started your journey. You will receive a full refund. No questions asked.

medical conditions


We automatically cover 36 pre-existing medical conditions for free.  We also cover many more conditions, assessed on a case by case basis.

longer cover


That’s right, we cover for longer.  Most insurers limit their cover to twelve months, with TINZ you may get cover for up to 18 months.

choice of cover


Whether you’re after the bare essentials or fully comprehensive cover, TINZ offers a range of options for all types of travellers & budgets.

flexible cover


You can add on extras after you’ve left the country. You can even extend your policy from overseas if you’re having too much fun.