travel alerts

When it comes to cover, it's important to stay informed and on top of any events that could affect your trip.
Check this page for alerts and any relevant updates or advisories that may affect your travels.
 

Mount Agung Volcanic Eruption - Bali

Updated Alert: 22 November 2017

Mount Agung, Bali, Indonesia has begun erupting. There is still an exclusion zone in place with public activity prohibited within a proximity of 7.5 kilometres and 6 kilometres in some areas. No flights to or from Bali have been affected at this stage and Bali's international airport remains open.  We are now issuing a cut-off time for new policies purchased for this known event.

IF YOU PURCHASED A POLICY AFTER 2PM (NZDT) 22ND NOVEMBER 2017: MOUNT AGUNG IS EXCLUDED.

For policies purchased after 2PM (NZDT) on 22 November 2017 cover is not available for claims arising from any volcanic activity, including travel service disruptions due to ash cloud, as such events were not considered unforeseen at the time of purchase.

IF YOU PURCHASED A POLICY BETWEEN 11AM 6TH NOVEMBER 2017 AND 2PM 22ND NOVEMBER 2017: COVER IS AVAILABLE.

For policies purchased between 11am 6th November until 2pm (NZDT) on Wednesday 22 November 2017, cover is available where you have no option but to change your travel plans because your service provider cancels or restricts services as a result of any volcanic activity. Where your trip has not yet begun, cover is available for the lesser of rearrangement or cancellation costs.

We are monitoring the situation and will advise if and when this position changes.

The MFAT is urging travellers to monitor local media, follow instructions from local authorities and contact airlines if the volcano does erupt.

Mount Agung Volcano Bali Update

From 6th November 11am NZDT

Indonesian authorities lowered the volcano’s alert status one notch, to the second-highest alert level (level 3) on Sunday 29th October following a significant decrease in seismic activity. There is still an exclusion zone in place, however the radius has been reduced. Public activity is prohibited within a proximity of 7.5 km and 6 kilometres in some areas.

If you purchased a policy after 11am (NZDT) 6th November 2017: cover is available.

If you purchased a policy after 11AM NZDT on 6th November 2017 and experience travel disruptions directly relating to a change in volcanic activity or threat level, it will be considered a new, unforeseeable event with regard to cover under your travel insurance policy.

We are monitoring the situation and will advise if and when this position changes.

The MFAT is urging travellers to monitor local media, follow instructions from local authorities and contact airlines if the volcano does erupt.
 

If you purchased a policy between 11am (NZDT) 16th September 2017 and 11am 6th November 2017: Mount Agung is excluded.

For policies purchased between 12:00pm (NZDT) on 16th September 2017 and 11:00AM (NZDT) on 6th November 2017 cover is not available for claims arising from any volcanic activity, including travel service disruptions due to ash cloud, as such events were not considered unforeseen at the time of purchase.

For further information please refer to our original alerts issues 16th September 2017

Indonesia’s Mt Agung -increased Volcanic Activity

Update: 24 September 2017
Original Alert Issued: 16 September 2017

The number of tremors recorded at Bali’s Mt Agung volcano has increased again with warnings it could erupt at any time.

The threat level was increased to level four on Friday, 22nd September, by the Centre for Volcanology and Geological Hazard Mitigation agency. Authorities say they still cannot predict when the mountain will erupt but with the threat level at its highest, an emergency response period has been declared.

For policies purchased up to Midday (NZST) on 16 September 2017, cover is available.

For policies purchased after Midday (NZST) on 16 September 2017, cover is not available for claims arising from any volcanic activity, including travel service disruptions due to ash cloud, as such events are no longer unforeseen.

  • If your travel plans are disrupted, 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.

Mexico city earthquake 

Issued: 20 September 2017

We are aware that an earthquake has struck near Mexico City which may have an impact on policyholders travelling to the area. Our sympathies and thoughts go out to all those affected by this. We advise all customers who are travelling to or are already in the affected areas to take care and please do not hesitate to contact our emergency service if you require assistance.  If you are currently travelling and need emergency assistance please call +64 9888 9274. We urge all people to remain up to date with the latest media advice.

The below information was issued on Wednesday 20 September 2017 and applies to your travel insurance policy with TINZ.

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.

POLICies purchased BEFORE 7AM 20TH SEPTEMBER 2017:

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 Mexico city earthquake there may be provision to claim for reasonable additional travel, accommodation and meal expenses.

  • 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

  • Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement (PDS) 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 haven't departed yet:

  • 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 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.

policies purchased AFTER 7AM 20TH SEPTEMBER 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 7am on 20th September 2017 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 Mexico city earthquake. 

NEXT STEPS YOU SHOULD TAKE:

In the event of a claim covered by your policy, you must take all reasonable steps to mitigate your out of pocket expenses, particularly when altering your trip arrangements (including seeking compensation from any travel service providers), and provide all supporting documentation of the event and expenses incurred.  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.

Australians travelling in Mexico are encouraged to plan accordingly.  We encourage you to follow Department of Foreign Affairs and Trade (DFAT) current travel advice for Mexico and register your details with Smarttraveller.

 

auckland airport fuel crisis

Issued: 19 September 2017

We are aware that some flights in and out of Auckland have been cancelled or delayed due to the fuel shortage at Auckland Airport. Fuel supplies have been rationed and airlines are looking to refuel in Australia and elsewhere to keep long-haul services running.  The following information concerns policyholders whose pre-paid travel arrangements have been affected by this event.

POLICies purchased BEFORE 10AM ON 17TH september 2017:

If you have been affected by the fuel shortage, there is cover for you to claim for any costs associated with re arranging your travel plans. This includes any costs incurred by you in rearranging connecting flights and/or altering any pre-paid accommodation and booking arrangements.

We will reimburse you the lessor of:

(a) the total value of your unused, prepaid travel costs; or

(b) the total value of your confirmed and reasonable additional alteration costs.

You should contact your travel provider in the first instance who may be able to assist you in keeping your additional costs to a minimum.

You will need to seek reimbursement directly from your airline for any loss associated with your original flight from or to Auckland affected by the fuel shortage.

Claims will be assessed 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.

POLICies purchased after 10AM ON 17TH september 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 purchased your policy after 10AM (NZST) on Saturday 17th September 2017 we would expect that this was done with an awareness of the current Auckland Airport Fuel Crisis.  For these policies, we will not pay any claim arising from or in any way connected with flight delays, cancellations or disruptions caused by the fuel shortage.

You will still be covered for other unexpected events according to the terms and conditions of your policy.

Next steps you should take:

  • Contact your airline or travel provider you booked with as you may be able to rebook your arrangements without extra costs.

  • Take all reasonable steps to mitigate your out of pocket expenses, particularly when altering your trip arrangements. 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.


This advice should be read in conjunction with your Product Disclosure Statement.  If you have any further questions, or wish to make a claim, please contact us at [email protected].

 

Indonesia’s Mt Agung - New Volcanic Activity - Impact on Travel.

Issued: 16 September 2017

Indonesia has raised the alert level for the Mount Agung volcano on the tourist island of Bali following an increase in volcanic and tectonic activity.

The National Disaster Mitigation Agency said that the alert has been raised from normal to vigilance.It warned against panic, saying there would be further increases in volcanic activity and changes to the alert level before an eruption.

As of today no flights have been reported cancelled and diverted. However in the future the airlines may cancel or divert future flights into and out of Denpasar

Volcanic ash is a serious safety concern for aircrafts, and airlines are monitoring the situation closely.

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.

The following information concerns those affected by the Mt Agung volcanic activity.

policies purchased before 12PM on saturday 16th September 2017:
 

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 Mt. Agung volcanic activity, 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 Mt. Agung volcanic activity.

 

If you have not yet departed:

  • If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the Mount Agung volcanic activity 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.

policies purchased after 12pm on
Saturday 16th September 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 Midday (NZ time) Saturday 16th September 2017 we would expect that this was done with an awareness of the latest  Mt. Agung volcanic activity. 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. Angung volcanic activity

 

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 which provides accurate, up-to-date information about the risks New Zealanders might face overseas. 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.
 

hurricane irma – florida

Issued: 6 September 2017

We are aware that Hurricane Irma may have an impact on policyholders travelling to or from Florida.

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 12PM on 6th september 2017:

If you have been affected by this event there may be provision for you to claim for benefits provided by your TINZ policy.  Claims will be assessed in accordance with your with your Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan 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 Hurricane Irma.
 

POLICIES PURCHASED after 12PM on 6th september 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 12PM (NZST) Wednesday 6th September 2017 we would expect that this was done with an awareness of Hurricane Irma. For these policies, we will not pay any claim caused by or arising from or in any way connected with the Hurricane Irma.
 

Timaru Flooding – New Zealand

Issued: 21 July 2017

We are aware that floods in Timaru may have an impact on policyholders travelling to or from Timaru.

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 7:30PM on 21st juLY 2017:

If you have been affected by this event there may be provision for you to claim for benefits provided by your TINZ policy.  Claims will be assessed in accordance with your 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.

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 the flooding.

 

POLICIES PURCHASED after 7:30PM on 21st July 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 7:30PM (NZST) 21st July 2017 we would expect that this was done with an awareness of the flooding. For these policies, we will not pay any claim caused by or arising from or in any way connected with the Timaru floods.

 

NEW ZEALAND FLIGHT DISRUPTIONS

Issued: 12 July 2017

We are aware that some flights in and out of New Zealand have been cancelled due to severe weather conditions. The following information concerns policyholders whose travel arrangements have been affected by this event.

POLICIES PURCHASED BEFORE 4PM on 12th juLY 2017:

If you have been affected by this event there may be provision for you to claim for benefits provided by your TINZ policy.  Claims will be assessed in accordance with your 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.

POLICIES PURCHASED after 4PM on 12th july 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 4PM (NZST) on Wednesday 12th July 2017 we would expect that this was done with an awareness of the current flight disruptions. For these policies, we will not pay any claim arising from or in any way connected with flight cancellations or disruptions caused by the inclement weather.
 

london terror attackS

Issued: 4 June 2017

Firstly, our sympathies and thoughts go out to all those affected by the tragic events that have recently taken place in the United Kingdom.

Shortly after 10pm on Saturday 3 June, a terror attack took place on London Bridge and Borough Market killing seven people and injuring a number of others. 

On 22 May 2017, an attack at a music concert held at the Manchester Arena killed 22 people with over 100 others injured.

On 22 March 2017, an attacker drove a vehicle through pedestrians before stabbing a police officer near the Houses of Parliament in Westminster, London.

The below information was issued on Sunday 04 June 2017 and applies to your travel insurance policy with TINZ.

IF YOU ARE CURRENTLY TRAVELLING:

If you have been injured as a result of an incident, we can help.  If you need emergency assistance please call +64 9888 9274.

  • If you are currently travelling in the United Kingdom, 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/united-kingdom.  MFAT are advising travellers to remain vigilant, particularly in public places, follow any instructions issued by local authorities, and stay informed of potential risks to safety and security by monitoring the media.
  • You should also contact your family in New Zealand to advise them that you are safe.
  • New Zealanders who require consular assistance are advised to contact the New Zealand Embassy in London on +44 20 793 08422

TINZ POLICY COVER:

If you have been affected by these events, there may be provision for you to claim for certain benefits provided by your travel insurance policy.  Limits, conditions and exclusions apply under your policy.

  • 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 have started your journey and your transport is cancelled, delayed, shortened or diverted because of this event, you may have provision to claim for reasonable alternative travel, accommodation and meal expenses.

  • 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 claiming for loss of deposits due to pre-paid arrangements being cancelled by a third party service provider, you will need to submit all receipts showing your original out-of-pocket expenses. You will also be required to submit advice from your service provider indicating that the planned arrangements or event has been cancelled.

  • Any compensation and/or refunds you receive from a third party for transport, entry submission or food will be deducted from your settlement if your claim is accepted.

  • Please note that there is no provision to claim for fear of travel or loss of enjoyment.

NEXT STEPS YOU SHOULD TAKE:

  • Take all reasonable steps to mitigate your out of pocket expenses, particularly when altering your trip arrangements. 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.

  • New Zealanders travelling in London are encouraged to plan accordingly, follow Safe Travel's current travel advice for United Kingdom and register their details with the Ministry of Foreign Affairs and Trade.
     

cyclone DONNA

Issued: 5 May 2017

We are aware that Cyclone Donna may have an impact on policyholders travelling from or to Vanuatu.

We advise all customers who are travelling in and around 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 TINZ policy. Claims will be assessed in accordance with your  Product Disclosure Statement (PDS) 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) Friday 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.

  • NEXT STEPS YOU SHOULD TAKE:

  • Take all reasonable steps to mitigate your out of pocket expenses, particularly when altering your trip arrangements. 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.

  • New Zealanders travelling in Vanuatu are encouraged to plan accordingly, follow Safe Travel's current travel advice for Vanuatu and register their details with the Ministry of Foreign Affairs and Trade.

  • If you need any further information on the Cyclone Donna in Vanuatu please do not hesitate to contact us.

 

cyclone cook

Issued: 13 April 2017

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 in and around 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 TINZ policy. Claims will be assessed in accordance with your  Product Disclosure Statement (PDS) 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.

CONTACT US

annual travel insurance

Emergency Assistance

In the event of an emergency, please contact our emergency assistance team.

CALL
+64 9 888 9274

EMAIL

[email protected]

 

adventure activities

General Enquiries

For enquiries that are non-emergency related, please contact us during normal business hours.
 

WITHIN NEW ZEALAND
 0800 699 070
 

  FROM OVERSEAS
+64 9887 8477


EMAIL
[email protected]

 

 

MORE TRAVEL ALERTS

annual travel insurance

 

Istanbul Airport Attacks June 16

Nice Attack Aug 16

Thailand King Death Oct 16

Hurricaine Matthew Oct 16

Bali Ash Cloud Oct 16

New Zealand Earthquake Nov 16

Japan Earthquake Nov 16

Berlin Attack Dec 16

London Attack March 17

Manchester Explosion May 17

Cyclone Donna May 17

London Bridge Attack June 17

Mexico city earthquake Sept 17

Auckland Airport fuel crisis Sept 17