Travel Alerts

Issued: 17th April 2024 

Dubai is currently facing a major flooding crisis. We are aware that the floods may have an impact on policyholders travelling to or from Dubai. 
 
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 services if you require assistance. 

The following information concerns policyholders whose travel arrangements have been affected by this weather event. 

As this event is now widely reported in the media, any policies purchased after 15:00pm NZST on Wednesday, 17 April 2024 will not provide cover for losses arising from this severe weather event. 

This does not impact cover provided by policies purchased prior to this time, subject to the terms of the policy. 

If you’re already travelling 

If you’re a current policyholder with us and require emergency assistance due to this event, please contact our Emergency Assistance team as soon as it’s practicable and safe to do so.  

How does this event affect your cover? 

Our policies do not provide cover for any losses which arise from something that you were aware of that may give rise to a claim at the time of purchasing your policy. 

All other terms, conditions, limitations and exclusions continue to apply. 

If your travel plans are affected 

If you need to change your travel arrangements, contact your airline, cruise company or travel agent for assistance in the first instance. 

In the event you need to claim, you should take all reasonable steps to minimise and reduce the cost of the claim and provide all supporting documentation of the event and expenses incurred. 

If you wish to make a claim, the best way to do this is by using our online claim form. 

Naturally, any compensation or refunds you receive from a third party for transport, food or accommodation will be deducted from any settlement if your claim is accepted. 

Issued: 19th January 2024

In the wake of Cyclone Jasper and record rainfall in North Queensland causing flooding throughout December, severe weather alerts have been issued as a new tropical cyclone looms. 

The entire east coast of Queensland, Australia is being urged to stay vigilant and updated with forecasts and weather warnings. Many news outlets are reporting the likelihood of the low 05U developing into a tropical cyclone by Monday.

As this event is now widely reported in the media, any policies purchased after 12:00pm NZDT on Friday, 19 January 2024 will not provide cover for losses arising from this severe weather event.

This does not impact cover provided by policies purchased prior to this time, subject to the terms of the policy.

If you’re already travelling

If you’re a current policyholder with us and require emergency assistance due to this event, please contact our Emergency Assistance team as soon as it’s practicable and safe to do so. 

How does this event affect your cover?

Our policies do not provide cover for any losses which arise from something that you were aware of that may give rise to a claim at the time of purchasing your policy.

All other terms, conditions, limitations and exclusions continue to apply.

If your travel plans are affected

If you need to change your travel arrangements, contact your airline, cruise company or travel agent for assistance in the first instance.

In the event you need to claim, you should take all reasonable steps to minimise and reduce the cost of the claim and provide all supporting documentation of the event and expenses incurred.

If you wish to make a claim, the best way to do this is by using our online claim form.

Naturally, any compensation or refunds you receive from a third party for transport, food or accommodation will be deducted from any settlement if your claim is accepted.

Issued: 7th December 2023

Tropical Cyclone Jasper, situated in northern Queensland, Australia is expected to intensify and make landfall in the coming days.

We are aware that this adverse weather activity will evolve and recommend you regularly check the Bureau of Meteorology, news and media, and transport websites for up-to-date information about the event and its impact on transportation and travel services.

If you are already in the affected areas and require emergency assistance please do not hesitate to contact our emergency assistance as soon as possible and safe to do so.

Policy Coverage

Please be aware that our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. 

This means that any policies purchased after 12:00pm on 5th December 2023 AEDT will not provide cover for losses arising from Cyclone Jasper.

If you are currently travelling:

You should monitor Safe Travel and local news reports. The Bureau of meterology will issue regular updates to help keep communities informed as the situation evolves over the coming days. 

If you have started your journey and your transport is delayed or cancelled or your accommodation is affected due to these events, there may be provision to claim for reasonable additional travel, accommodation, and meal expenses.

Limits, conditions and exclusions apply under your policy. For full details, you should refer to the Policy Wording and Certificate of Insurance you received when you purchased your travel insurance.

If you haven’t departed yet:

If you have not yet departed, your policy may include cover for the cancellation of your journey, or the unused portions of your journey if you are directly affected by these events, depending on when you purchased your cover. Please note, we do not provide cover for change of mind, or no longer wishing to go to your destination.

We recommend you contact your travel agent/travel provider, regarding the best option for altering your trip. Some travel providers may provide penalty-free options to amend travel arrangements, and we recommend you contact them for further details.

Next steps you should take:

If you are travelling somewhere that experiences severe weather, be prepared and be informed. Before you go, know how to stay safe and avoid danger.

If you wish to make a claim, the best way to do this is by using our online claim form

You will need to submit all relevant supporting documentation to us for consideration. Whether you are claiming cancellation or additional expenses, you will need to submit all documents showing your original planned pre-paid arrangements, as well as receipts and documents showing your new arrangements and the non-refundable portion of your journey.

You should take all reasonable steps to minimise your expenses. This includes rearranging your journey where possible.

Naturally, any compensation or refunds you receive from a third party for transport, food or accommodation will be deducted from any settlement if your claim is accepted.

Issued: 24 October 2023

Tropical Cyclone Lola is expected to make landfall in Vanuatu's northern islands on 24 October and to intensify further as it passes through Vanuatu.

We are aware that this adverse weather activity will evolve and recommend you regularly check the Bureau of Meteorology, news and media, and transport websites for up-to-date information about the event and its impact on transportation and travel services.

If you are already in the affected areas and require emergency assistance please do not hesitate to contact our emergency assistance as soon as possible and safe to do so.

Policy Coverage

Please be aware that our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. This adverse weather activity and Cyclone Lola were widely published in the media at 12:00 am on 23rd October 2023 NZDT.

This means that any policies purchased after 12:00 am on 23rd October 2023 NZDT will not provide cover for losses arising from Cyclone Lola.

If you are currently travelling:

You should monitor Safe Travel, local news reports via Radio Vanuatu and VBTC (television). Follow the advice and warnings issued by the Vanuatu Meteorological and Geo-Hazards Department.

In the event of a cyclone, follow the National Disaster Management Office and Vanuatu Meteorological and Geo-Hazards Department advice.

If you have started your journey and your transport is delayed or cancelled or your accommodation is affected due to these events, there may be provision to claim for reasonable additional travel, accommodation, and meal expenses.

Limits, conditions and exclusions apply under your policy. For full details, you should refer to the (Policy wording)[/policy/] and Certificate of Insurance you received when you purchased your travel insurance.

If you haven’t departed yet:

If you have not yet departed, your policy may include cover for the cancellation of your journey, or the unused portions of your journey if you are directly affected by these events, depending on when you purchased your cover. Please note, we do not provide cover for change of mind, or no longer wishing to go to your destination.

We recommend you contact your travel agent/travel provider, regarding the best option for altering your trip. Some travel providers may provide penalty-free options to amend travel arrangements, and we recommend you contact them for further details.

Next steps you should take:

If you are travelling somewhere that experiences severe weather, be prepared and be informed. Before you go, know how to stay safe and avoid danger.

If you wish to make a claim, the best way to do this is by using our online claim form

You will need to submit all relevant supporting documentation to us for consideration. Whether you are claiming cancellation or additional expenses, you will need to submit all documents showing your original planned pre-paid arrangements, as well as receipts and documents showing your new arrangements and the non-refundable portion of your journey.

You should take all reasonable steps to minimise your expenses. This includes rearranging your journey where possible.

Naturally, any compensation or refunds you receive from a third party for transport, food or accommodation will be deducted from any settlement if your claim is accepted.

Issued: 19/10/23

The information in this coverage alert is current as of the time of publication but is subject to change as the situation develops.

On 19th October 2023, The New Zealand Government upgraded its travel advice for Lebanon to ‘Do Not Travel'. The ongoing conflict in Israel and the Occupied Palestinian Territories has the potential to impact the security situation throughout Lebanon.

Tensions are heightened due to recent events in Israel and Gaza. Daily military action is occurring in southern Lebanon and could escalate quickly. This could affect your ability to move to safety. Avoid areas where military activity is ongoing.

Our deepest sympathies go out to all those impacted by the devastating events in and around Lebanon, Israel and the Middle East.

If you are in Lebanon and require emergency assistance, please contact our emergency assistance team.

If you need New Zealand emergency consular assistance, contact 0800 30 10 30 9 (within NZ) or +64 99 20 20 20 (from overseas)

If you require flight repatriation, please register your details with the Ministry of Foreign Affairs and Trade.

If you are already travelling

If you're in Lebanon and wish to leave, you should depart through the first available commercial option as soon as you're able to do so. Airports may pause operations with little notice due to heightened security concerns. This may cause flight delays or cancellations for a sustained period. The New Zealand Government's ability to assist you to depart Lebanon will be very limited in a deteriorating security situation.

New Zealanders in Lebanon are strongly encouraged to register their details with the Ministry of Foreign Affairs and Trade and follow any advice and instructions issued by the local authorities.

Terrorist attacks could happen at any time, always be alert and have an exit plan.

If you have not departed yet

If you have not yet departed, reconsider your need to travel. Many flights have been delayed or cancelled. Check with your airline for the latest updates before travelling.

We recommend you contact your travel agent or travel provider about the best way to alter your trip. Some travel providers may provide penalty-free options to amend travel arrangements, and we recommend you contact them in the first instance.

Travel Insurance Coverage

Generally, our policies do not provide cover for acts of war, or your choice to travel to, or remain in a destination where there are Do Not Travel warnings in place.

Please refer to General Exclusion 13 and General Exclusion 11

13) Your claim arises from any act of war, whether war is declared or not, or from any rebellion, revolution, insurrection or taking of power by the military.

11) Your claim arises from, or is associated with, travel to countries or parts of a country for which:
• an advice or warning has been released by the Australian Government Department of Foreign Affairs and Trade or any other government or official body; and
• the advice or warning risk rating is “Do not travel” or advise against specific transport arrangements or participation in specific events or activities, unless a Government exemption from the Department of Home Affairs has been granted;

Having said that, if your trip is affected and you wish to make a claim, the best way to do this is by using our online claim form.

Limits, conditions and exclusions apply under your policy. For full details, you should refer to the Product Wording and Certificate of Insurance you received when you purchased your travel insurance.

OTHER STEPS

• Monitor media updates to stay informed about the evolving situation.
• Keep friends and family back home informed about your safety.
• If you are travelling somewhere that experiences civil unrest, be prepared and be informed. Before you go, know how to stay safe and avoid danger.

Issued: 13/10/23

The information in this coverage alert is current as of the time of publication but is subject to change as the situation develops.

On 7 October, Israel declared a state of war in response to a reported attack by Hamas. Thousands of civilians have been killed or injured. Our deepest sympathies go out to all those impacted by this devastating event, especially to the families that have lost loved ones.

These events have led to the temporary closure of the international airport in Tel Aviv. Numerous international airlines have suspended their flights to and from Israel.

Due to the volatile security situation, including the threat of terrorism, armed conflict and civil unrest in Israel, the Occupied Palestinian Territories, and bordering countries, the New Zealand Government’s advice is to ‘Avoid non-essential travel’ to the region.

Furthermore, there is a ‘Do Not Travel’ warning for Gaza, the Palestinian territory of the West Bank and its periphery due to ongoing armed conflict.

If you are in Israel and require emergency assistance, please contact our emergency assistance team.

If you need New Zealand emergency consular assistance, contact 0800 30 10 30 9 (within NZ) or +64 99 20 20 20 (from overseas)

If you require flight repatriation, please register your details with the Ministry of Foreign Affairs and Trade.

If you are already travelling

If you are already travelling in or around the affected area, the New Zealand Government are advising travellers to avoid non-essential travel in Israel and the Occupied Palestinian Territories, including in East Jerusalem, Bethlehem, Jericho and Ramallah.

New Zealanders in Israel or the Occupied Palestinian Territories are strongly encouraged to register their details with the Ministry of Foreign Affairs and Trade and follow any advice and instructions issued by the local authorities. See the Israel Defence Forces Home Front Command website for details.

Terrorist attacks could happen at any time, always be alert and have an exit plan.

If you have not departed yet

If you have not yet departed, reconsider your need to travel. Many flights have been delayed or cancelled. Check with your airline for the latest updates before travelling.

We recommend you contact your travel agent or travel provider about the best way to alter your trip. Some travel providers may provide penalty-free options to amend travel arrangements, and we recommend you contact them in the first instance.

Travel Insurance Coverage

Generally, our policies do not provide cover for acts of war, or your choice to travel to, or remain in a destination where there are Do Not Travel warnings in place.

Please refer to General Exclusion 13 and General Exclusion 11

13) Your claim arises from any act of war, whether war is declared or not, or from any rebellion, revolution, insurrection or taking of power by the military.

11) Your claim arises from, or is associated with, travel to countries or parts of a country for which:
• an advice or warning has been released by the Australian Government Department of Foreign Affairs and Trade or any other government or official body; and
• the advice or warning risk rating is “Do not travel” or advise against specific transport arrangements or participation in specific events or activities, unless a Government exemption from the Department of Home Affairs has been granted;

Having said that, if your trip is affected and you wish to make a claim, the best way to do this is by using our online claim form.

Limits, conditions and exclusions apply under your policy. For full details, you should refer to the Product Wording and Certificate of Insurance you received when you purchased your travel insurance.

OTHER STEPS

• Monitor media updates to stay informed about the evolving situation.
• Keep friends and family back home informed about your safety.
• If you are travelling somewhere that experiences civil unrest, be prepared and be informed. Before you go, know how to stay safe and avoid danger.

Issued: 5 January 2021

The New Zealand Government is advising New Zealanders NOT TO TRAVEL OVERSEAS at this time due to the COVID-19 pandemic, associated health risks and travel restrictions.
 
Many countries and territories around the world have imposed strict travel restrictions and airline travel has been severely disrupted.  Many borders are closed to people who are not citizens or permanent residents of that country. If you intend to travel, it is important to understand imposed travel restrictions, the requirement for travel exemptions and any quarantine rules before booking travel.  Visit Unite Against COVID-19 to ensure that you’re properly prepared for travel outside of New Zealand.  For further information on country-specific travel warnings, visit Safe Travel.

We recognise that some customers are already overseas and may be experiencing difficulties in returning home to New Zealand. New Zealanders who cannot return home, for the time being, should take steps to stay safely where they are. If you’re stuck overseas and need to extend your policy, you can Update Your Policy Online.  Please contact our customer service team for assistance if you experience difficulties.
 
In response to announcements around a new strain of COVID-19, additional requirements for travellers returning to New Zealand from high-risk countries have been implemented.  This includes new pre-departure COVID tests for travellers arriving from the UK and US which takes effect from 11:59 pm 15 January 2021.  For further information on pre-departure testing measures, please refer to the Unite against COVID-19  website.
 
It is important to know that all of our policies have a general exclusion relating to epidemics and pandemics.  Therefore, regardless of when you purchased your policy and the destination to which you are travelling, it is unlikely that any claim arising due to the Coronavirus will be covered. Our travel insurance will not cover you for losses arising from COVID-19 if you plan to travel to, travel to, or remain in a country or region for which the New Zealand Government has issued a ‘Do Not Travel’ warning in relation to COVID-19.


USEFUL TRAVEL RESOURCES

• For more information about managed isolation and quarantine, please visit Managed Isolation and Quarantine (MIQ).

• For the latest COVID-19 updates, please visit the Ministry of Health

• We encourage all New Zealanders travelling overseas to register details on SafeTravel.

• We recommend you closely monitor local media and news channels and follow the advice from the World Health Organisation (WHO).

CORONAVIRUS (COVID-19) GLOBAL OUTRBREAK 

Issued: 19 March 2020 (update to advice issued 5 February)

On March 19th, 2020, the New Zealand Government raised the travel advice level for the global pandemic COVID-19 to Level 4.  
Advising all New Zealanders: Do not travel overseas at this time. For those already overseas wishing to return home to New Zealand, we recommend that you do so as soon as possible by commercial means.

Our priority is helping our customers stay safe. We encourage all travellers in an emergency medical situation to contact our 24/7 Emergency Assistance team. They can provide guidance as to the next steps you can take. Our Emergency Assistance Team are receiving a high number of enquiries from people who are not in an emergency medical situation. We will all get through this situation by working together and prioritising people who are sick, injured and vulnerable. Please do not call this line if you are not in a medical emergency.

If you are in an actual emergency and experience a delay when calling our Emergency Team, please do not panic. Stay on the line if you can, or send an email. If you have sent an email, it will get seen, and our team will get in contact as soon as they can.

Call the 24/7 Emergency Assistance Team on (+) 64 9884 0229​, or email them on [email protected]

The novel coronavirus (COVID-19) is a constantly-evolving event, which has been widely published in the mass media. On January 31st, the World Health Organisation (WHO) declared the outbreak to be a Public Health Emergency of International Concern (PHEIC), and declared the outbreak to be a pandemic on March 11th 2020. 

All of our policies contain exclusions in relation to known events in the mass media and relating to an epidemic or pandemic, or the threat of an epidemic or pandemic. Therefore, regardless of when you purchased your policy, it is unlikely that any claim will be covered if it relates to the coronavirus. This applies to all countries, including countries where MFAT has not yet issued a coronavirus (COVID-19) travel warning.  We will, however, assess each and every claim based on its individual facts and circumstances and policy terms and conditions.

In the event of a claim covered by your policy, you must do everything you can to minimise and reduce the cost of the claim, and provide all supporting documentation of the event and expenses incurred. If your travel has been affected, we recommend you contact your travel agent, airline and accommodation provider as soon as possible if you would like to amend your travel plans. Some airlines, accommodation and tour providers have announced they are offering refunds and rescheduling.

We also urge all travellers to remain up-to-date with SafeTravel and strongly recommend those concerned make themselves aware of the safety precautions for Coronavirus.

Visit here for more information on refunds and rescheduling your travel insurance policy.

For historical advice on the coronavirus outbreak, visit our coronavirus outbreak travel alert.

Issued: 13 January 2020

We are aware that a volcano in the Philippines near the capital Manilla has erupted prompting the evacuation of thousands of people and the cancellation of flights. 

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 on (+) 64 9884 0229.

We urge all travellers to remain up-to-date with the latest travel advice for the Philippines from Safetravel.govt.nz

For policies issued prior to 2AM 13th January 2020 (NZDT) there is provision for cover. 

However, if you entered into a policy after 2AM on 13th January 2020 (NZDT), we would expect you would have done so with an awareness of this eruption. 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 Philippines volcanic eruption.

Please click to learn more about you cover with regard to the Philippines volcanic eruption.

Issued: 1 May 2019

On 21 April 2019, a number of bombings targeted prominent hotels and churches in the cities of Colombo, Negombo and Batticaloa. These attacks resulted in over 250 deaths and hundreds more were injured.  New Zealand travellers are advised to avoid all affected areas and minimise movement until the situation stabilises.

Ministry of Foreign Affairs and Trade (MFAT) is advising New Zealand travellers to "avoid non-essential travel" to Sri Lanka due to the on-going threat of violence and the uncertain security situation.  If you're a Zoom customer who is planning to travel to Sri Lanka, please note that the this may affect your travel insurance.  Read more information on the Sri Lanka Bombings.