coronavirus pandemic information

understand coronavirus & travel insurance 

Below are some of the most common questions regarding Coronavirus, travel, and travel insurance. 

The information contained in these FAQs is general advice only and has been prepared without taking into account your objectives, financial situation or needs. You should consider these having regard to the policy document.

• Q. What is the novel coronavirus COVID-19?

• The COVID-19 Coronavirus is a respiratory illness caused by a novel, or new strain of coronavirus previously not identified in human beings. Symptoms range from a mild cough to severe pneumonia. Some people recover easily, while others get very sick very quickly and may become critically ill. It appears to be less severe in children and healthy people, and more severe in older people, people who smoke, and people who are immunocompromised. There is clear evidence that the virus spreads from person to person. The illness originated in China, but there are now occurrences of the novel coronavirus in over 100 countries.

• Q. How will Coronavirus affect my travel plans?

• Due to COVID-19, and the travel restrictions imposed by a number of governments around the world, travel to and from all countries is limited. New Zealanders currently overseas have significantly reduced options to return home with many commercial air routes no longer viable. If you are a New Zealander currently overseas you should register your details on SafeTravel to receive important country or territory specific information.

   

  The New Zealand Government has advised all Kiwis not to travel overseas at this time. There is a Level 4, Do Not Travel warning in place for travel to and from New Zealand with few exceptions. You can keep up to date with the latest border controls, travel exemptions and isolation requirements from Immigration New Zealand.

   

  If you are continuing your journey or intending on travelling in the immediate term, it is important to make sure that you are able to enter your intended destination. When travelling, it’s a good idea to contact your airline 72 hours before your flight to check if it has any special requirements you will need to meet prior to travel. Some airlines may require a medical clearance or confirmation that you are a resident or citizen of the country you are entering or transiting through.

   

  As a result of the heightened travel restrictions, TINZ has temporarily paused issuing new policies for international travel.

   

• Q. What if I want to cancel or amend my travel plans because of Coronavirus?

• If you want to change your travel plans, we highly recommend contacting your travel providers, such as airlines, tour and accommodation companies, to check what options you have. Many providers are offering refunds, rescheduling or credit notes due to the Coronavirus. Each provider has different policies, and it may depend on when you're travelling and where you're travelling to.

• Q. Am I covered for cancellation, travel changes or costs incurred due to the Coronavirus COVID-19?

• No, there is no cover for claims related to COVID-19 regardless of when travel was booked or when you purchased your policy. All TINZ policies have a general exclusion which excludes cover for any claims related to an epidemic or pandemic. Some travel service providers may offer refunds or penalty-free options to change travel arrangements. Learn more about cover for pandemics and how to recover your costs.

• Q. Does TINZ travel insurance policy have an exclusion regarding epidemics and pandemics?

• Yes, all TINZ policies have a general exclusion for claims arising from, related to or associated with an actual or likely epidemic or pandemic or the threat of an epidemic or pandemic. This means that regardless of when you purchased your policy, you are unlikely to be covered under the policy for any claim relating to the Coronavirus. This includes (but is not limited to) situations where you decide or need to cancel your plans due to the Coronavirus, if you are quarantined or suffer travel delays due to the Coronavirus. This applies to all countries you travel to or are planning to travel to, even those which do not currently have a DFAT or MFAT travel warning advisory issued.

• Q. Can I still make a claim if you have an exclusion in your policy?

• If you suffer a loss, you are still entitled to lodge a claim through our online claims system. Every claim is assessed individually on a case-by-case basis by our Claims Team, and will consider the policy wording and personal circumstances. During the claims process, you can ask your Claim Manager questions regarding your claim if you are unsure of what documents you need. If, after your claim has been assessed, you are unhappy with the outcome, you can make a complaint, and will reconsider your claim in accordance to our Complaints Policy.

• Q. What do I do if my flights have been cancelled or delayed?

• Many major airlines have suspended or significantly reduced flights to a number of countries, including mainland China, South Korea, and Italy. Your policy is unlikely to cover claims for any costs related to the Coronavirus. However, many airlines and travel providers are providing refunds, free or low-cost rescheduling or credit notes.

• Q. What if I contract Coronavirus?

• There is unlikely to be cover under the policy if you contract Coronavirus (or have symptoms) as the policy has a general exclusion for claims related to pandemics and epidemics. However, if you think you may have the coronavirus, please contact our emergency assistance provider, First Assistance, for non-financial advice and assistance. You remain are entitled to lodge a claim - First Assistance can start the lodgement process for emergency medical claims - and we will consider these claims on a case-by-case basis on the policy wording and your individual circumstances.

• Q. What if I am quarantined because of Coronavirus, either here or overseas?

• If you are quarantined because of the Coronavirus in New Zealand/Australia and need to cancel your trip or make alternative travel arrangements, we are unlikely to be able to cover your costs due to the exclusion regarding pandemics and epidemics. You are however still entitled to lodge a claim, as all claims are assessed on a case-by-case basis.

• Q. What if I get Coronavirus while travelling in New Zealand?

• While you are in New Zealand, we are unable to cover any domestic medical expenses. If you are New Zealand permanent resident or citizen, you will likely have access to the public healthcare system, or your private health insurance.

• Q. Will I be covered by Reciprocal Health Agreements?

• New Zealand has reciprocal healthcare agreements a number of countries which covers the cost of medically necessary care when New Zealanders visit those countries and visitors from these countries visit New Zealand. Reciprocal health care agreements can cover or subsidise some emergency medical costs. This is usually for urgent treatment that can't wait until you get home. Some reciprocal health care agreements can cover other costs. This can include local medical transport, medication and specialist services. Unfortunately, a reciprocal health care agreement is not a substitute for insurance, and it’s likely you’ll still have some out of pocket expenses. Our policy does not cover medical care that is covered under a reciprocal health care agreement.

• Q. If the countries we are travelling to close their borders and do not let us in, are we covered?

• If the countries you are travelling to close their borders because of the Coronavirus, you will not be covered for the cancellation or additional costs of your holiday. This is because we have a general exclusion for claims related to pandemics and epidemics in our policy.

• Q. I took the policy out before Coronavirus was known so why would you not cover me?

• The epidemic exclusion in our policy for applies to all sections of the policy, regardless of when a policy was purchased or where you are travelling to. There is no reference in the exclusion to when the policy was purchased.

• Q. What if there is a government-issued travel alert for the country I wish to travel to? For example “Do not travel in relation to coronavirus.”

• The policy exclusion regarding epidemics and pandemics means that no matter when you purchased your policy, you are unlikely to be covered for cancelling your trip to any destination. This applies to all countries, even those that Ministry of Foreign Affairs & Trade (MFAT) has not raised a travel-warning for.

• Q. Can I cancel my travel insurance policy if I’m not covered for Coronavirus-related claims?

• If you don’t want your policy anymore, you can cancel your travel insurance and receive a refund provided that your policy hasn't started and you are within the cooling-off period. This is typically 14 days, or the number of days between your policy issue date and the start date of your policy if you purchased less than 14 days before travel. If you wish to cancel your policy after 14 days of purchase, then please contact us and we will consider your specific circumstances..

• Q. Why can’t I buy overseas travel insurance?

• Your health and safety are our top priority. Due to COVID-19, and the travel restrictions imposed by the New Zealand Government due to health risks and widespread travel restrictions, TINZ made the difficult decision to temporarily pause issuing new international travel insurance policies. We remain committed to providing cover in the future and continue to closely monitor the easing of travel restrictions. With New Zealand now at Alert Level 1, we’re excited that everyone can return without restriction to work, school, sports and importantly, domestic travel. We’re pleased to be offering TINZ domestic travel insurance for your next staycation

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