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Travel Insurance FAQs

Get answers to your questions about our cover

We've compiled the most frequently asked questions from our customers here to help you understand travel insurance and its benefits and select the right level of cover for your needs. You'll also find answers about how make a claim, as well as how the claims process works.

Cover questions

  1. How can I be sure I'm choosing quality cover?

    There are many things to look out for when choosing a travel insurance provider and although it may appear that some policies are extremely similar, quality cover is more than just high policy limits. Make sure you compare plans by looking into the sub limits and cover conditions that apply, and by carefully reading the policy exclusions.    

    • With Cover-More, our policies don’t just cover your luggage, they can also provide cover for the costs of you having to unexpectedly cancel or amend your trip, accommodation and medical costs should you become ill or get injured, experience a travel delay, have your luggage lost or stolen, and much more.
    • When you compare travel insurance policies, ensure you look closely at what cover you’ll have for major world disasters. You will soon discover that we can cover what many others don't—including medical costs for injuries resulting from terrorism attacks, civil unrest, strikes, natural disasters such as earthquakes and volcanic eruptions, redundancy, working holidays, and emergency dental.
    • Most importantly, you will have access to our 24-hour emergency assistance team so help is just a phone call away 24 hours a day, 365 days of the year.

    Please read the Policy Wording for full details of the cover provided.

  2. Will you cover me for a one-way trip?

    In most cases, yes. We may be able to cover you for up to 12 months with either our Options or Essentials Plans. Please contact your travel agent or broker, or our Customer Service Department for more information.

  3. Can I purchase an annual 'Business' policy?

    Yes, if you meet the following criteria:

    • You are up to 74 years of age at the time of policy issue
    • You are a New Zealand resident
    • You are travelling mainly for business purposes and for a New Zealand company

    Please see the Policy Wording for full details. You may find that an Annual Multi-Trip policy may suit you if you do not fit these criteria.

  4. I'm going overseas for over a year, will you cover me?

    In most cases yes, we can. Our Cover-More Travel Insurance policies allow you to stay away for a maximum of 24 months (under two 12-month policies). There are tighter restrictions on durations for some destinations and age groups. In particular, if you are travelling to the Americas or Africa, we can only offer cover up to 18 months. We also do not provide cover for existing medical conditions (EMCs) on the second 12-month policy (only the first 12-month policy).

    Please contact your travel agent or broker, or our Customer Service Department for more details.

  5. What do I do if my luggage is delayed?

    There is provision to claim for the purchase of essential items of clothing and toiletries if your entire luggage is delayed for more than 12 hours by a Transport Provider during your journey.

    The benefit limits for delayed luggage cover are:

    • up to $1,500 on our International Options Plan with an item limit of $500, plus up to $100 for transport to retrieve your luggage
    • up to $600 on our International Essentials Plan with an item limit of $500, plus up to $100 for transport to retrieve your luggage
    • up to $1,500 on our Business Plan with an item limit of $500, plus up to $100 for transport to retrieve your luggage

    For more information on what items are covered – and what you need to do in the event your luggage is delayed – please read the Policy Wording.

    Note: there is no cover for delayed luggage on our Domestic and Domestic Cancellation Options Plans.

  6. How many accompanied children are allowed to travel on a policy?

    We automatically cover your children and grandchildren plus one (1) non-related child per adult traveller provided they are all dependent (not in full-time employment) and under 21 years. This applies to all our Essentials, Options, and Business Plans with the exception of our Domestic Cancellation Options Plan, which provides cover on a per person base only.

  7. I will be snow skiing/snowboarding, am I covered?

    Our Cover-More Travel Insurance policies offer cover for snow skiing and snowboarding provided you pay an additional premium. However, you will NOT be covered if you are racing, off-piste or participating in a professional capacity even if you pay the additional premium. Get more details about ski travel insurance.

  8. I am taking part in a race or sporting competition. Am I covered?

    We cover many different types of sporting activities as long as the activity is not in a professional capacity and not listed in the "We Will Not Under Any Section Pay For" section of the policy wording. We cannot provide cover for participation in any races other than on foot (i.e. walking or running).

  9. Can I get extra coverage for a valuable item?

    Certainly. On some plans, you may add extra cover for valuables at the time of purchase, or any time before your departure. Check your Policy Wording for limits. Please note you will need to provide us with a valuation and the purchase receipt for the items if you need to claim on an item.

Claims questions

  1. How do I make a travel insurance claim?

    Save time and submit your claim online. Alternatively, you may download and complete this Claim Form and send it to us. When filling out the form, take care to provide as much detail as possible regarding the event you are claiming. For more information, see our step-by-step guide to making a claim.

  2. How long will it take to process my travel insurance claim?

    We aim to respond to all claims within 10 working days. If we require information or documents that were not supplied when the claim was submitted, we will be in touch. In these cases, the turnaround time may be greater than 10 working days.

    Check the status of your claim online.

  3. If I have to make a claim on my travel insurance policy before I depart, can I still travel on the policy?

    You may only use the same travel insurance policy if your travel dates have not changed. Otherwise, you may need to purchase another policy for your new travel dates. Please check with your travel agent or broker, or call our Customer Service Department on (0800) 500 225 for details.

  4. What do I need to provide to Cover-More when making a claim?

    You should provide as much supporting evidence as you can. To avoid unnecessary delays, please read the instructions carefully on the claim form and gather all documents listed in the checklist on the back of the form before submitting your claim. When sending receipts or documentation we require originals, so it's a good idea to make copies before you submit your claim.

  5. How long do I have to make a travel insurance claim?

    Submit your claim online. Alternatively, you may download and complete this claim form and send it to us within 60 days of the completion of your journey.

Medical questions

  1. Are there any policy restrictions relating to coverage of Dental Expenses overseas?

    There is provision for Emergency Dental Treatment overseas; however, there is no provision for dental treatment caused by or related to the deterioration and/or decay of teeth or associated tissue, or involving the use of precious metals. Claims related to routine or cosmetic dental treatment or surgery during your trip are not covered (even if your existing medical condition has been approved).

  2. Can I get travel insurance if I have an existing medical condition?

    Yes! All Cover-More Travel Insurance policies automatically cover some existing medical conditions. (Please see the applicable Policy Wording for details.) If your condition/s aren’t automatically included – or if your conditions don’t comply with the conditions - you may need to pay an extra premium for cover to apply. To find out, simply fill out the online medical assessment when getting a quote.

  3. What existing medical conditions cannot be covered?

    Under no circumstances is cover available for:

    • conditions resulting from drug or alcohol use or being drug or alcohol dependent;
    • travel booked or undertaken against the advice of any medical practitioner;
    • routine or cosmetic medical or dental treatment or surgery during the Journey, even if Your Existing Medical Condition has been approved;
    • conditions for which You are travelling to seek advice, treatment, or review or to participate in a clinical trial.
  4. I am pregnant. Will travel insurance cover me?

    Our Cover-More Travel Insurance policies can provide limited cover for pregnancy up to 24 weeks, but the following conditions apply:

    If you are aware of your pregnancy at the time of issue of the policy, you will need to apply for cover via our online medical assessment when generating a quote if:

    • there have been complications with this or any previous pregnancy; 
    • the conception was medically assisted (e.g. using assisted fertility treatment including hormone therapies or IVF); or
    • you are having a multiple pregnancy (e.g. twins or triplets).

    Please be aware that:

    • No cover is provided for standard check-ups or scans.
    • No cover exists where unexpected serious complications of your pregnancy occur after the 23rd week of pregnancy.
    • No cover is provided for childbirth.
    • No cover is provided for costs relating to the health or care of a newborn child, regardless of the stage of pregnancy at which the child is born.

    Cover cannot be provided for childbirth or the health of a newborn child, regardless of the stage of pregnancy at which the child is born.

  5. How do I apply for cover for my pre-existing medical condition?

    Our travel insurance does not automatically cover all existing conditions. To apply for cover, once you have gone through the quoting process you will come to the "Existing Medical Condition Pre-Assessment Questions". Simply answer the questions and we will be able to advise you if we can cover your pre-existing medical condition with an additional premium. If you need assistance with this or you are unsure if you have a pre-existing medical condition, please contact us.

  6. What existing medical conditions are automatically covered?

    These are some of the existing medical conditions that are automatically covered subject to policy requirements, for more information please visit our existing medical page.

    • Acne
    • ADHD
    • Allergies
    • Anxiety
    • Asthma
    • Bell's palsy
    • Bunions
    • Carpal tunnel syndrome
    • Cataracts/glaucoma
    • Coeliac disease
    • Congenital blindness
    • Congenital deafness
    • Depression
    • Diabetes
    • Glucose intolerance
    • Ear grommets
    • Epilepsy
    • Gastric reflux
    • Gastric ulcer
    • Goitre
    • Graves’ Disease
    • Gout
    • Hiatus Hernia
    • Hip/knee/shoulder replacement
    • Hip resurfacing
    • Hypercholesterolaemia (high cholesterol)
    • Hypertension (high blood pressure)
    • Migraine
    • Peptic ulcer
    • Plantar Fasciitis
    • Raynaud's disease
    • Skin cancer
    • Stenosing tenosynovitis (Trigger Finger)
    • Urinary incontinence
    • Underactive/overactive thyroid

Tips and links

  1. How can I stay safe while travelling?

    As long as you use common sense and good judgment--such as staying aware of your surroundings and avoiding risky situations--you are likely to have a safe trip. Here are a few resources you can consult to address particular safety concerns:

    • Safe TravelThis is the official source of advice of the New Zealand Government for New Zealanders travelling or living overseas.
    • Civil Aviation Authority of New Zealand: This site provides a detailed section on advice for air travellers, passenger safety, and aviation in New Zealand etc.
    • World Health Organisation: The WHO's site gives health-specific information which is sorted by countries and health topics.
  2. How do I register my travel details before going overseas?

    You can register your travel plans at Safe Travel so you can be contacted and assisted in an emergency if needed. This is incredibly important as, in the past, some New Zealanders who were thought to be in an area affected by a cyclone, major earthquake or bomb blast overseas because they registered their travel contact details were accounted for first. Register here.

  3. How do I know if there are any travel advisories for my destination?

    Safe Travel lists travel advisories by destination, region and risk level. If you have any questions or concerns about your destination before or during your trip, please contact us at (0800) 500 225.

  4. Where can I get information about the vaccinations I need and/or health alerts?
    • Safe Travel's Health and Travel section offers expert travel health advice, information about vaccination and malaria and current health alerts for overseas travel. It also provides advice on medications you may be taking with you on your journey.
    • World Health Organisation's website gives health-specific information which is sorted by countries and health topics.
  5. What items can I bring back into New Zealand when I return?

    The website of MAF Biosecurity New Zealand provides a detailed list of the items you may bring into New Zealand, as well as which items you must declare.