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FAQs: COVID-19 Travel Insurance Cover

IMPORTANT: Our Customer Service team cannot provide customers with opinions, recommendations, or advice as to which policy to choose or confirm if a claim will be approved. All claims need to be submitted online via our claims portal for consideration by our Claims team. For general questions related to our Cover-More COVID-19 cover, please read the Policy Wording, review our COVID-19 Benefits and FAQs below, or call us (0800) 500 225. To understand the current rules for New Zealand travellers, visit SafeTravel.

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Learn more about our coronavirus travel insurance cover

Are you looking for travel insurance that covers coronavirus? To help New Zealanders travel with greater confidence during the pandemic, we provide limited travel insurance cover for COVID-19 via our Options Plan on both Single Trip and Annual Multi-Trip policies.

To learn about our coronavirus travel insurance benefits, please visit our COVID-19 cover page.

Ready to get a quote? You can generate a quote online now.

 
 

 

 

For answers to frequently asked questions about our Cover-More COVID-19 travel insurance cover, please read the below FAQs or contact us on (0800) 500 225 during business hours.

Please note:

The below information refers to the limited COVID-19 benefits included in our domestic and international Options Plan Single Trip and Annual Multi-Trip policies purchased on or after 27 April 2022.

If you purchased your Cover-More policy before this date and want to understand the COVID-19 cover included in your travel insurance policy, please check the relevant Policy Wording document for information or call us on (0800) 500 225 to speak to our friendly team.

 

Skip ahead to read:

 

Pre-trip questions

If you’re diagnosed with COVID-19 at home and cannot travel, your cover for non-refundable cancellation costs depends on when you bought your policy and which plan you purchased.

Cover details:

You can claim covered COVID-19-related cancellation or amendment costs for your prepaid trip only if you have purchased our Domestic Options Plan or International Options Plan on a Single Trip or Annual Multi-Trip policy.

If you purchased your Options Plan policy 21 DAYS OR MORE THAN BEFORE your scheduled departure date, you can claim up to a benefit limit of $2,500 per policy on a domestic policy and $5,000 per policy on an international policy.

If you purchased your Options Plan policy WITHIN THE 21 DAYS BEFORE your departure, you can claim your prepaid trip costs if they were paid for after, or in the 48 hours prior to, the policy being purchased.

There is no pre-trip cancellation or amendment costs cover for scenarios relating to you or your travelling companion being diagnosed with COVID-19 on our Domestic Cancellation Options Plan or International Inbound Options Plan – or our Essentials Plan – irrespective of when the policy is purchased.

Cover conditions:

  • This cover is subject to you providing written medical certification from a qualified medical practitioner.
  • There is no cover if symptoms or diagnosis occurred prior to buying your policy.
  • Your trip can be to any destination in the world; pre-booked cruises included.

Our cover for this scenario depends on your occupation.

Cover details:

If you're an essential healthcare worker (such as a pharmacist, nurse, doctor, paramedic, or other health care professional) and your leave is revoked because of COVID-19, yes, you can claim the non-refundable costs on any Options Plan policy up to the applicable benefit limit. Limits are: $5,000 per policy on both our International Options Plan and International Inbound Options Plan; $2,500 per policy on our Domestic Options Plan; and $1,500 per policy on our Domestic Cancellation Options Plan.

If you’re not an essential healthcare worker and your leave is revoked because of COVID-19, there is no cover under our COVID-19 amendment and cancellation costs policy benefit.

Cover conditions:

If you are an essential healthcare worker, in this scenario:

  • your trip can be to any destination in the world; pre-booked cruises included.

If you test positive to COVID-19 at the airport/port and are denied boarding, no cover is provided.

Cover details:

No cover is provided for COVID-19 claims related to denied boarding scenarios. 

This applies to all Domestic and International Options Plan policyholders.

Cover conditions:

The COVID-19 Benefits section in the Policy Wording state we will not pay for:

  • claims arising from or caused by you being denied check-in or boarding on a Transport Provider by any authority for any reason.

 

 

Pre-trip or on-trip questions

Yes, but only if the non-travelling relative resides in New Zealand or Australia.

Cover details:

You can claim your cancellation or amendment costs for your prepaid trip if you have purchased either the Domestic Options Plan or International Options Plan. If so, you can then claim your prepaid trip costs up to a benefit limit of $2,500 per policy on a domestic policy or $5,000 per policy on an international policy.

There is no pre-trip cancellation or amendment costs cover on our International Inbound Options Plan or Domestic Cancellation Options Plan for this COVID-19 scenario.

Cover conditions:

  • The non-travelling relative must reside in New Zealand or Australia.
  • You must provide written medical certification from a qualified medical practitioner.
  • The treating medical practitioner must confirm in writing the COVID-19 infection is life-threatening.
  • Your policy must have been purchased prior to your relative being diagnosed with COVID-19.
  • Your trip can be to any destination in the world; pre-booked cruises included.

Yes, but only if the deceased non-travelling relative was residing in New Zealand or Australia at their time of death.

Cover details:

You can claim your cancellation or amendment costs for your prepaid trip if you have purchased either the Domestic Options Plan or International Options Plan. If so, you can then claim your prepaid trip costs up to a benefit limit of $2,500 per policy on a domestic policy or $5,000 per policy on an international policy.

There is no pre-trip cancellation or amendment costs cover on our International Inbound Options Plan or Domestic Cancellation Options Plan for this COVID-19 scenario.

Cover conditions:

  • The deceased non-travelling relative was residing in New Zealand or Australia at the time of their death.
  • You must provide written medical certification from a qualified medical practitioner.
  • The treating medical practitioner must confirm in writing the COVID-19 infection was life-threatening and/or was the cause of death.
  • Your policy must have been purchased prior to your relative being diagnosed with COVID-19.
  • Your trip can be to any destination in the world; pre-booked cruises included.

No, there is no cover.

Cover details:

There is no cover under our COVID-19 cancellation and amendment costs benefit for cancelling or amending your trip in this scenario. Even if the destination was deemed safe by the New Zealand Government on safetravel.govt.nz at the time you booked your trip and purchased your Cover-More New Zealand travel insurance policy, there is no cover.

There is also no cover for travel restrictions or border closures imposed by any government around the world because of the coronavirus pandemic.

This applies to all Domestic and International Options Plan policyholders.

To understand the current overall advice levels for any destination, visit SafeTravel’s destinations page.

Cover conditions:

The General Exclusions in the Policy Wording state we will not pay for:

  • claims arising from any government intervention, prohibition, regulation, restriction, or court order.

No, there is no cover provided for close contacts.

Cover details:

If you are deemed a close contact of someone diagnosed with COVID-19 and required to self-isolate or enter quarantine before you depart and wish to cancel your trip, no cover is provided.

If you are deemed a close contact of someone diagnosed with COVID-19 and required to self-isolate or enter quarantine while on your trip, no cover is provided.

This applies to all Domestic and International Options Plan policyholders.

Cover conditions:

The General Exclusions in the Policy Wording state we will not pay for:

  • any costs or expenses incurred if a government or public health authority mandatory quarantine or isolation order is imposed on you related to cross area, border, region, or territory travel. This exclusion only applies to COVID-19 and applies regardless of you being diagnosed with COVID-19 or being directed by a local public health authority into a period of quarantine because they have classified you as having close contact with a person diagnosed with COVID-19.

 

 

On-trip questions

If you fall ill with COVID-19 on your journey and need to extend your stay to self-isolate, no cover for claims related to self-isolation or quarantine is provided.

Cover details:

Non-cruise travel: No, there is no cover for this event. (Cover is only provided for additional expenses if you are diagnosed with COVID-19 on your trip and admitted to hospital.)

Cruise travel: No, there is no cover for this event and/or if your COVID-19 diagnosis requires you to enter a period of cabin confinement while on board the cruise ship. (Cover is only provided for additional expenses if you are diagnosed with COVID-19 on your trip and admitted to hospital.)

This applies to all Domestic and International Options Plan policyholders.

Cover conditions:

  • No costs or expenses are covered if a quarantine or isolation order is placed on you by a government or public health authority.

Yes, cover is available if you’re diagnosed with COVID-19 by a medical practitioner and require medical treatment.

Cover details:

Non-cruise travel: Yes, cover is available under our emergency medical expenses benefit.

Cruise travel: Yes, cover is available for overseas emergency medical expenses and ship-to-shore expenses related to COVID-19.

This applies to our International Options Plan policyholders, and applies to our International Inbound Options Plan policyholders within New Zealand only.

Cover conditions:

  • Cover applies for this event if the country or part of the country you travelled to was not subject to “Do not travel” advice on the safetravel.govt.nz website at the time you entered the country or part of the country. However, for trips in Australia or New Zealand, the SafeTravel “Do not travel” condition will be waived.
  • This cover is subject to evidence of your positive COVID-19 diagnosis by a medical practitioner.
  • Cover will not exceed 12 months from onset of the illness.

No, no cover is provided if you are denied entry to a country because you are affected by government restrictions placed on travellers departing or passing through certain countries.

Cover details:

No cover is provided for government restrictions or border closures. This includes situations related to any transiting countries visited or your country of origin.

This applies to Domestic and International Options Plan policyholders.

Cover conditions:

The General Exclusions in the Policy Wording state we will not pay for:

  • claims arising from any government restrictions, government-issued bans, border closures, and mandatory requirements.

No, no cover is provided if you are required to complete mandatory quarantine or self-isolation because of the area you arrived from or passed through on route.

Cover details:

No cover is provided for mandatory quarantine or self-isolation requirements related to travel across or within areas, borders, regions, or territories.

This applies to Domestic and International Options Plan policyholders.

Cover conditions:

The General Exclusions in the Policy Wording state we will not pay for:

  • any costs or expenses incurred if a government or public health authority mandatory quarantine or isolation order is imposed on you related to cross area, border, region or territory travel. This exclusion only applies to COVID-19 and applies regardless of you being diagnosed with COVID-19 or being directed by a local public health authority into a period of quarantine because they have classified You as having close contact with a person diagnosed with COVID-19.

If you fall ill with COVID-19 overseas and need to be repatriated, there is no cover provided.

Cover details:

Non-cruise travel: No, cover is not available in this scenario, because if you are admitted to hospital with COVID-19, airlines will not allow you to board a plane while infected. However, cover for Emergency Medical Expenses is provided if you are diagnosed with COVID-19 overseas, and Additional Expenses cover and Amendment or Cancellation Costs cover are provided if you are hospitalised with COVID-19 on your trip.

Cruise travel: No, cover is not available in this scenario, because if you are admitted to hospital with COVID-19, airlines will not allow you to board a plane while infected. However, cover for Emergency Medical Expenses is provided if you are diagnosed with COVID-19 overseas (including onboard medical cover and ship-to-shore medical cover). Additional Expenses cover and Amendment or Cancellation Costs cover are provided if you are hospitalised with COVID-19 on your trip.

This applies to Domestic and International Options Plan policyholders.

Cover conditions:

  • Cover applies for this event if the country or part of the country you travelled to was not subject to “Do not travel” advice on the safetravel.govt.nz website at the time you entered the country or part of the country. However, for trips in Australia or New Zealand, the SafeTravel “Do not travel” condition will be waived.
  • This cover is subject to evidence of your positive COVID-19 diagnosis by a medical practitioner.
  • In all cases the cost of evacuation or to bring you back to New Zealand will only be met if your claim is approved by us and it was arranged by and deemed necessary by our emergency assistance network.
  • Cover will not exceed 12 months from onset of the illness.

 

 

Destination-based questions

Where are you travelling?

New Zealand: No, cover is not provided if you’re a Domestic Options Plan or Domestic Cancellation Options Plan policyholder. Yes, cover is provided if you’re an International Inbound Options Plan policyholder ($1,000,000 cover provided within New Zealand only).

Australia: Yes, cover is provided.

Other destinations: Yes, cover is provided if your destination is not subject to “Do not travel” advice on the SafeTravel website at the time you enter the country or part of the country.

Are you cruising?

If your trip includes a multi-night cruise: Yes, cover is available for overseas emergency medical expenses and ship-to-shore expenses. Cruise Cover must be purchased for access to Cruise benefits. Additional premium applies. There is no cover for cabin confinement claims arising from or caused by COVID-19 (whether or not you are diagnosed with COVID-19).

 

Cover will not exceed 12 months from onset of the illness on all plans.

Where are you travelling?

New Zealand: No, cover is not provided. We will not pay for claims if you are required to self-isolate or quarantine.

Australia: No, cover is not provided. We will not pay for claims if you are required to self-isolate or quarantine.

Other destinations: No, cover is not provided. We will not pay for claims if you are required to self-isolate or quarantine.

Are you cruising?

If your trip includes a multi-night cruise: No, cover is not provided for this event and/or if your COVID-19 diagnosis requires you to enter a period of cabin confinement while on board the cruise ship even if Cruise Cover is included in your policy.

 

This applies to all Domestic and International Options Plan policyholders.

Where are you travelling?

New Zealand: Yes, cover is provided.

Australia: Yes, cover is provided.

Other destinations: Yes, cover is provided if your destination is not subject to “Do not travel” advice on the SafeTravel website at the time you enter the country or part of the country.

Are you cruising?

If your trip includes a multi-night cruise: Yes, cover is provided. Cruise Cover must be purchased for access to Cruise benefits. Additional premium applies. There is no cover for cabin confinement claims arising from or caused by COVID-19 (whether or not you are diagnosed with COVID-19).

 

This applies to Domestic and International Options Plan policyholders up to the benefit limit listed in your policy.

The special excess applies in addition to any other policy excess in this scenario. Refer to the Policy Wording with an effective date of 26 April 2022 for full details.

Where are you travelling?

New Zealand: No, cover is not provided.

Australia: No, cover is not provided.

Other destinations: No, cover is not provided.

Are you cruising?

If your trip includes a multi-night cruise: No, cover is not provided even if Cruise Cover is included in your policy.

 

This applies to Domestic and International Options Plan policyholders.

Where are you travelling?

New Zealand: Yes, cover is provided but only if the non-travelling relative or business partner resides in New Zealand or Australia.

Australia: Yes, cover is provided but only if the non-travelling relative or business partner resides in New Zealand or Australia.

Other destinations: Yes, cover is provided but only if the non-travelling relative or business partner resides in New Zealand or Australia.

 

This applies to Domestic and International Options Plan policyholders.

The special excess applies in addition to any other policy excess in this scenario. Refer to the Policy Wording with an effective date of 26 April 2022 for full details.

Where are you travelling?

New Zealand: Yes, up to $2,500 cover is provided per policy but only if you purchase the Domestic Options Plan and only if the policy is purchased 21 DAYS OR MORE BEFORE your scheduled departure date. If the Domestic Options Plan policy is purchased WITHIN THE 21 DAYS BEFORE your departure, up to $2,500 cover is provided only for prepaid trip costs that were paid for after, or in the 48 hours prior to, the policy being purchased.

If you have purchased the Domestic Cancellation Options Plan or International Inbound Options Plan, no cover is provided.

Australia: Yes, up to $5,000 cover is provided per policy but only if you purchase the International Options Plan and only if the policy is purchased 21 DAYS OR MORE BEFORE your scheduled departure date. If the International Options Plan policy is purchased WITHIN THE 21 DAYS BEFORE your departure, up to $5,000 cover is provided only for prepaid trip costs that were paid for after, or in the 48 hours prior to, the policy being purchased.

Other destinations: Yes, up to $5,000 cover is provided per policy but only if you purchase the International Options Plan and only if the policy is purchased 21 DAYS OR MORE BEFORE your scheduled departure date. If the International Options Plan policy is purchased WITHIN THE 21 DAYS BEFORE your departure, up to $5,000 cover is provided only for prepaid trip costs that were paid for after, or in the 48 hours prior to, the policy being purchased.

Are you cruising?

If your trip includes a multi-night cruise: Yes, cover is provided up to $2,500 cover per policy if you’re travelling domestically or up to $5,000 cover per policy if you’re travelling internationally, but only if you purchased the relevant Options Plan policy 21 DAYS OR MORE BEFORE your scheduled departure date. If you purchased the relevant policy WITHIN THE 21 DAYS BEFORE your departure, up to $5,000 cover is provided only for prepaid trip costs that were paid for after, or in the 48 hours prior to, the policy being purchased. Cruise Cover must be purchased for access to Cruise benefits. Additional premium applies. There is no cover for cabin confinement claims arising from or caused by COVID-19 (whether or not you are diagnosed with COVID-19).

Where are you travelling?

New Zealand: No, cover is not provided.

Australia: No, cover is not provided.

Other destinations: No, cover is not provided.

Are you cruising?

If your trip includes a multi-night cruise: No, cover is not provided even if Cruise Cover is included in your policy.

 

This applies to Domestic and International Options Plan policyholders.

Where are you travelling?

New Zealand: Yes, cover is provided up to $2,500 per policy.

Australia: Yes, cover is provided up to $5,000 per policy.

Are you cruising?

If your trip includes a multi-night cruise: Yes, cover is provided up to $2,500 per policy for travel within New Zealand or up to $5,000 per policy for international destinations. Cruise Cover must be purchased for access to Cruise benefits. Additional premium applies. There is no cover for cabin confinement claims arising from or caused by COVID-19 (whether or not you are diagnosed with COVID-19).

 

This applies to Domestic and International Options Plan policyholders.

Where are you travelling?

New Zealand: Yes, cover is provided up to $2,500 per policy.

Australia: Yes, cover is provided up to $5,000 per policy.

Other destinations: Yes, cover is provided up to $5,000 per policy.

Are you cruising?

If your trip includes a multi-night cruise: Yes, cover is provided up to $2,500 per policy for travel within New Zealand or up to $5,000 per policy for international destinations. Cruise Cover must be purchased for access to Cruise benefits. Additional premium applies. There is no cover for cabin confinement claims arising from or caused by COVID-19 (whether or not you are diagnosed with COVID-19).

 

This applies to Domestic and International Options Plan policyholders.

The special excess applies in addition to any other policy excess in this scenario. Refer to the Policy Wording with an effective date of 26 April 2022 for full details.

Where are you travelling?

New Zealand: No, cover is not provided.

Australia: No, cover is not provided.

Other destinations: No, cover is not provided.

Are you cruising?

If your trip includes a multi-night cruise: No, cover is not provided even if Cruise Cover is included in your policy.

 

This applies to Domestic and International Options Plan policyholders.

There is no cover under the Travel Delay benefit for COVID-19 (only under Sections 1, 2, and 3). Refer to the Policy Wording with an effective date of 26 April 2022 for full details.

Where are you travelling?

New Zealand: No, cover is not provided.

Australia: No, cover is not provided.

Other destinations: No, cover is not provided.

Are you cruising?

If your trip includes a multi-night cruise: No, cover is not provided even if Cruise Cover is included in your policy.

 

This applies to Domestic and International Options Plan policyholders.

There is no cover under the Missed Connection benefit for COVID-19 (only under Sections 1, 2, and 3). Refer to the Policy Wording with an effective date of 26 April 2022 for full details.

Where are you travelling?

New Zealand: No, cover is not provided.

Australia: No, cover is not provided.

Other destinations: No, cover is not provided.

Are you cruising?

If your trip includes a multi-night cruise: No, cover is not provided even if Cruise Cover is included in your policy.

 

This applies to Domestic and International Options Plan policyholders.

There is no cover under the Special Events benefit for COVID-19 (only under Sections 1, 2, and 3). Refer to the Policy Wording with an effective date of 26 April 2022 for full details.

 

 

General questions about our coronavirus travel insurance coverage

Your international cover depends on the destination or area of travel included in your International Options Plan policy, when you purchased the policy, and whether the New Zealand Government’s SafeTravel has listed your destination as “Do not travel” on its destinations page at your time of entry to the country.

Please read the Policy Wording with the effective date of 26 April 2022 to understand how our cover applies to your intended destination.

Yes, cover for COVID-19 is provided for travellers on our Options Plan Annual Multi-Trip policy with an effective date of 26 April 2022 or later.

There is no cover for COVID-19 on our Essentials Plan.

No, no cover is provided on our Options Plan (our only plan with COVID-19 benefits) if your trip is impacted by government quarantine restrictions.

The Policy Wording states we will not pay for any claims directly or indirectly arising from or caused by a public health authority directing you into a period of quarantine or self-isolation which is mandatory for travellers related to cross area, border, region, or territory travel.

No, no cover is provided on our Options Plan (our only plan with COVID-19 benefits) if your trip is impacted by customs or immigration officials during your journey.

The Policy Wording states we will not pay for any claims caused by customers of immigration officials acting in the course of their duties or you are travelling with incorrect travel documents.

 

Still got questions about our travel insurance with coronavirus cover?

Don’t forget to review our COVID-19 Benefits information or call us on (0800) 500 225 to speak to our team about any general coronavirus cover queries.

 

Want us to protect your trip?

Find out how our travel insurance can help you travel with confidence during COVID-19.

 
 
 

 

The information contained as part of these FAQs is indicative and for illustrative purposes only to help provide information regarding likely coverage under the relevant terms and conditions of a policy. The information relates to policies with an effective date of 26 April 2022 or later, is correct at the time of writing on 13 April 2022, and may change at any time, so be sure to check here regularly for updates. For definitive confirmation for your situation, you will need to submit a claim for consideration via our online claims portal.