Issued: 14 Novemer 2016
We would firstly like to extend our deepest sympathies to all those affected by the earthquake in New Zealand, and we urge all people in the area to stay safe and follow the directions of emergency service personnel.
If you are currently travelling and need emergency assistance please call +64 9888 9274.
Please note we will assess all claims in accordance with the Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.
If you have been affected by this event, there may be provision for you to claim for benefits provided by your Travel Insurance Policy. Claims will be assessed in accordance with your Product Disclosure Statement and may vary depending on the type of policy you purchased.
Limits, conditions and exclusions apply under your policy. For full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance.
If you have not yet departed, your policy includes cover for cancellation of your journey, or the unused portions of your journey, as a result of the earthquake.
If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a direct result of the earthquake and you have not yet departed, you may be able to claim for cancellation or rearrangement of your journey (whichever is the lesser).
We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details.
Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 12am NZDT Monday 14th November 2016 we would expect that this was done with an awareness of the earthquake. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the earthquake.
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.
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 your original planned pre-paid arrangements, along with any receipts and documents proving your new arrangements. You will also be required to submit advice from your travel provider indicating which portions of your journey were deemed non-refundable.
Residents in New Zealand, foreign visitors and concerned families overseas should visit the Ministry of Foreign Affairs and Trade website for post-earthquake information.
In the event of an emergency, please contact our emergency assistance team.
+64 9 888 9274
For enquiries that are non-emergency related, please contact us during normal business hours.
WITHIN NEW ZEALAND
0800 699 070
+64 9887 8477