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COVID-19: FAQs for Our Customers and Travellers

The below information is for Single Trip Options Plan policies with an endorsement date effective 9 December 2020.

Please also see our COVID-19 Benefits Destination Guide for more information on our COVID-19 travel insurance benefits.

Important: our Options Plan contains benefits relating to the COVID-19 pandemic. While your policy may respond, your claim remains subject to the terms and conditions, limitations and exclusions set out in the policy wording.

Please read your policy wording carefully to understand how your policy operates or contact our Customer Service Team on 0800 500 225 if you have any general questions. It is important to note that we cannot confirm coverage over the phone and you will need to submit a claim for consideration by our claims team.

The below scenarios are an indication of the benefits available only.

Any claim(s) made will be assessed in accordance with the full terms and conditions of the policy.

COVID-19 benefit FAQs for Single Trip Option Plan policies purchased from 9 December 2020 onwards

Pre-trip Questions

If I am diagnosed with COVID-19 by a medical practitioner at home and cannot travel, can I claim my non-refundable cancellation costs?

Cover stance:

Yes, cover is available in this scenario.

Cover conditions:

  • Subject to written medical certification from a qualified medical practitioner.
  • There is no cover if symptoms or diagnosis occurred prior to buying your policy.

What happens if I purchase my trip and buy this travel insurance policy for travel to a country that is deemed safe to travel to by the New Zealand Government on SafeTravel.govt.nz BUT THEN, before I depart, our government issues a “Do not travel” warning related to COVID-19. I cancel my trip – can I claim my cancellation costs?

Cover stance:

No, cover is not available in this scenario.

Cover conditions:

  • There is no cover for any claims related to “Do not travel” warning as issued by the government on the SafeTravel website.
  • Note: The cover for trips within New Zealand or to Australia does not depend on the SafeTravel advice.

If I am a nurse and my leave is revoked due to COVID-19 and I can’t travel, can I claim the cancellation costs of my prepaid trip?

Cover stance:

Yes, cover is available for this scenario.

I was denied boarding due to a positive COVID-19 test at the airport or port.

Am I covered for the cancellation costs?

Cover stance:

Yes, cover is available in this scenario.

Cover conditions:

  • Subject to confirmation by a public health authority and you did not have knowledge or awareness of your positive test result at the time of your policy purchase.

What happens if I have been directed to quarantine by a public health authority because they deemed I had close contact with someone diagnosed with COVID-19 and can’t go on my trip? Can I claim my cancellation costs?

Cover stance:

Yes, cover is available.

Cover conditions:

  • Subject to written confirmation by a local public health authority or written medical certification from a qualified medical practitioner. There is no cover if you were requested to isolate prior to your policy purchase.

Pre-trip or On-trip Questions

My non-travelling relative has existing medical conditions and falls ill with COVID-19. Would there be cover if I need to amend or cancel my journey?

My non-travelling relative has passed away from COVID-19 and my trip is now disrupted or cancelled. Will I be able to claim costs?

Cover stance:

Yes, cover is available in this scenario.

Cover conditions:

  • The COVID-19 diagnosis of your non-travelling relative must be certified as life-threatening from a qualified medical practitioner. Your non-travelling relative must reside in New Zealand or Australia.

At the time of booking my holiday and purchasing my policy, there were no government travel restrictions in place. A new outbreak of COVID-19 or ‘pandemic hotspot’ has been declared and government restrictions are put in place that now prevent me from travelling to the intended destination(s). Am I covered?

Cover stance:

No, cover is not available in this scenario.

Cover conditions:

  • Claims are excluded whether directly or indirectly arising from COVID-19 if the country or part of the country you travelled to was subject to “Do not travel” advice on the SafeTravel.govt.nz website at the time you entered the country or part of the country. This exclusion does not apply if your trip destination is New Zealand or Australia.

The person I’m due to stay with must self- isolate due to exposure of COVID-19 and I now have nowhere to stay and wish to cancel my trip. Will I be able to claim costs?

Cover stance:

Yes, cover is available in this scenario.

Cover conditions:

  • Claims are limited to $250 per night for additional accommodation. Subject to written medical certification from a qualified medical practitioner. You must be travelling in New Zealand or to Australia only. There is no cover for other destinations.

My flight has been cancelled or rescheduled due to COVID-19. As a result, I cannot catch a connecting flight and will not arrive on the tour or event on time. Am I covered for additional expenses?

Cover stance:

Yes, cover is available in this scenario.

Cover conditions:

  • You must be travelling within New Zealand or to Australia. There is no cover for other destinations. There is no cover for any scenario other than a shutdown required for deep cleaning due to an outbreak of COVID-19 on the premises.

Can I claim a refund on my prepaid holiday activity if it is shut down due to an outbreak of COVID-19 on the premises?

Cover stance:

Yes, cover is available in this scenario.

Cover conditions:

  • Cover for holiday activities within New Zealand or to Australia. There is no cover for other destinations.

If the show or concert I’m attending is cancelled due to COVID-19, will I be covered?

Cover stance:

Yes, cover is available in this scenario for your non-refundable tickets to special events such as shows, concerts, conferences, festivals and racing events.

Cover conditions:

  • You must be travelling within New Zealand or to Australia. There is no cover if you cannot attend the event due to government-directed interventions related to cross area, border, region or territorial travel.

On-trip questions to all destinations

What happens if I am diagnosed with COVID-19 by a medical practitioner and require medical treatment overseas?

Cover stance:

Non-cruise travel: Yes, medical* cover is available.

Cruise travel: There is no cover for this event if your COVID-19 diagnosis is related directly or indirectly to travel on board the cruise.

Cover conditions:

  • Subject to written medical certification from a qualified medical practitioner.
  • Claims are excluded whether directly or indirectly arising from COVID-19 if the country or part of the country you travelled to was subject to “Do not travel” advice on the SafeTravel.govt.nz website at the time you entered the country or part of the country. This exclusion does not apply if your trip destination is New Zealand or Australia.

If I fall ill with COVID-19 on my journey and need to extend my stay, can I claim the cost of additional accommodation and transport?

Cover stance:

Non-cruise travel: Yes, cover available in this scenario.

Cruise travel: There is no cover for this event if your COVID-19 diagnosis is related directly or indirectly to travel on board the cruise.

Cover conditions:

  • Subject to written medical certification from a qualified medical practitioner.
  • Claims are excluded whether directly or indirectly arising from COVID-19 if the country or part of the country you travelled to was subject to “Do not travel” advice on the SafeTravel.govt.nz website at the time you entered the country or part of the country. This exclusion does not apply if your trip destination is New Zealand or Australia.

If I fall ill with COVID-19 overseas and need to be repatriated to New Zealand, am I covered?

Cover stance:

Non-cruise travel: Yes, cover is available in this scenario.

Cruise travel: There is no cover for this event if your COVID-19 diagnosis is related directly or indirectly to travel on board the cruise.

Cover conditions:

  • Subject to written medical certification from a qualified medical practitioner.
  • Claims are excluded whether directly or indirectly arising from COVID-19 if the country or part of the country you travelled to was subject to “Do not travel” advice on the SafeTravel.govt.nz website at the time you entered the country or part of the country. This exclusion does not apply if your trip destination is New Zealand or Australia.

Is there cover to return home early if a non-travelling relative or business partner In New Zealand or Australia is diagnosed by a medical practitioner with COVID-19?

Cover stance:

Yes, cover available in this scenario.

Cover conditions:

  • Subject to written medical certification from a qualified medical practitioner that the diagnosis of COVID-19 is life-threatening.
  • The non-travelling relative or business partner must reside in New Zealand or Australia.
  • There is no cover if symptoms or diagnosis occurred prior to buying your policy.

While on my trip, I’m denied entry to a country due to government restrictions imposed in the arriving country on travellers from countries I have visited en route or from which I have departed. Am I covered for the costs to change my trip?

Cover stance:

No, cover is not available in this scenario.

Cover conditions:

  • There is no cover provided for any claims related to government restrictions, government-issued bans, border closures and mandatory requirements.

If I am diagnosed with COVID-19 on my trip overseas, can I claim my medical and quarantine costs because I must stay put?

Cover stance:

Non-cruise travel: Yes, cover is available in this scenario.

Cruise travel: There is no cover for this event if your COVID-19 diagnosis is related directly or indirectly to travel on board the cruise.

Cover conditions:

  • Subject to written medical certification from a qualified medical practitioner.
  • Claims are excluded whether directly or indirectly arising from COVID-19 if the country or part of the country you travelled to was subject to “Do not travel” advice on the SafeTravel.govt. nz website at the time you entered the country or part of the country. This exclusion does not apply if your trip destination is New Zealand or Australia.

Will my quarantine costs be covered if I have been directed by the local public health authority to enter quarantine because I’ve had close contact with a person diagnosed with COVID-19?

Cover stance:

Yes, cover available.

Cover conditions:

  • You must be travelling in New Zealand or to Australia.

General questions

Cover stance:

There is a limited number of benefits for Worldwide travel.

There are more comprehensive benefits available for travel within New Zealand or to Australia.

Cover conditions:

  • Full details of the benefits available to your destination are outlined in the endorsement dated 9 December, attached to the policy wording. Conditions and exclusions apply.

Am I covered for COVID-19 benefits on my annual multi-trip policy?

Cover stance:

No, there is no cover available.

Cover conditions:

  • COVID-19 benefits are only available if a single trip policy is purchased.

There are no government restrictions in place at the time I buy the policy to travel to my destination, but I’m required to self-isolate or enter a quarantine facility for 14 days on return from my trip. I no longer wish to travel and want to cancel my holiday. Am I covered?

Cover stance:

No, there is no cover available.

Cover conditions:

  • There is no cover for 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.

I intended to travel to a country which is quarantine-free but am not a permanent resident of the country from which I am departing. Is there provision to claim for being denied re-entry or for the cost of cancellation due to being refused immigration clearance from either the destination country or the country to which I had planned to return?

Cover stance:

No, there is no cover available in this scenario.

Cover conditions:

  • The policy wording excludes claims caused by customs and immigration officials acting in the course of their duties or you travelling on incorrect travel documents.