Issued: 13 November 2024
Mount Lewotobi Laki-Laki, located in Indonesia’s East Nusa Tenggara province, has been erupting for several days, releasing a plume of volcanic ash that has risen nearly 6,000 kilometers into the atmosphere. This ongoing volcanic activity has resulted in numerous flight delays and cancellations, causing considerable disruptions to air travel in the region.
Those that experience flight cancellations or delays are advised to liaise directly with their individual airlines or transport providers in the first instance.
Volcanic ash is a serious safety concern for aircrafts, and airlines will be monitoring the situation closely and will provide an update on flights scheduled to operate as soon as possible.
We advise all customers who are travelling in and around the affected areas to take care during the current event, and please do not hesitate to contact our emergency service if you require assistance. We urge all people to remain up to date with the latest media advice.
The following information concerns policyholders whose travel arrangements have been affected by this event.
As this event is reported in the media, any policies purchased on or after Wednesday, 13 November 2024 will not provide cover for losses arising from this event.
This does not impact cover provided by policies purchased prior to this time, subject to the terms of the policy.
If you are 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. Stay safe, follow instructions from authorities and monitor the media closely. We encourage you to follow Safe Travel current travel advice.
Issued: 31 October 2024
Spain is experiencing its worst flooding disaster in decades, with at least 95 fatalities and several others reported missing after heavy rain inundated the eastern province of Valencia and surrounding areas.
Torrential rain on Tuesday triggered flash floods that destroyed infrastructure and swept away vehicles in just a few hours, marking the worst rainfall in Valencia in 28 years, according to the state weather agency AEMET. Weather officials have warned that the rains are moving northeast toward the Catalonia region.
During this incredibly difficult time, local authorities are working tirelessly to coordinate rescue operations, provide essential aid and offer support to those in need.
We extend our deepest condolences to all those affected by this tragedy and remain hopeful for recovery and healing in the days to come.
We advise all customers who are travelling in and around the affected areas to take care during the current weather event, and please do not hesitate to contact our emergency service if you require assistance. We urge all people to remain up to date with the latest media advice.
The following information concerns policyholders whose travel arrangements have been affected by this weather event.
As this weather event is reported in the media, any policies purchased after 12:00PM NZDT on Thursday, 31 October 2024 will not provide cover for losses arising from this event.
If you are currently travelling:
If you have started your journey and your transport is delayed or canceled, or your accommodation is affected due to this event, there may be provision to claim for reasonable additional accommodation, travel, 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 this event, 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.
Next steps:
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. Stay safe, follow instructions from authorities and monitor the media closely. We encourage you to follow Safe Travel current travel advice.
Issued: 10 October 2024
A hurricane warning has been issued for Central Florida as Hurricane Milton approaches, with the National Hurricane Centre declaring the storm surge an extremely life-threatening situation. Currently a Category 5 storm, Milton boasts terrifying winds of up to 165 mph and is expected to make landfall late on Wednesday, October 9th. Evacuations have been ordered for over 1 million residents in Florida's west-coast counties.
The hurricane is already causing significant travel disruptions, leading to the closure of Orlando International and Tampa International airports. Major theme parks, including Disney World and Universal Orlando are bracing for potential closures and implementing safety measures. Cruise lines such as Royal Caribbean and Carnival have adjusted their routes to steer clear of the storm.
We advise all customers who are travelling in and around the affected areas to take care during the current weather event, and please do not hesitate to contact our emergency service if you require assistance. We urge all people to remain up to date with the latest media advice.
The following information concerns policyholders whose travel arrangements have been affected by this weather event.
As this weather event is reported in the media, any policies purchased after 11:00AM NZDT on, Tuesday 08 October 2024 will not provide cover for losses arising from this event.
This does not impact cover provided by policies purchased prior to this time, subject to the terms of the policy.
If you are 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. Stay safe, follow instructions from authorities and monitor the media closely. We encourage you to follow Safe Travel current travel advice.
Issued: 30 September 2024
The media are advising that major floods and landslides in Nepal have killed at least 148 people and injured more than 100 across the Himalayan nation. We would firstly like to extend our deepest sympathies to all those affected.
The capital Kathmandu, was hit especially hard, becoming isolated as major highways were blocked and vast areas of the city were submerged. In light of the crisis, the Nepalese government is urging people to avoid unnecessary travel. Since Friday evening, domestic flights from Kathmandu have been disrupted, with numerous cancellations reported.
During this incredibly difficult time, local authorities and police are working tirelessly to coordinate rescue operations, provide essential aid and offer support to those in need.
We extend our deepest condolences to all those affected by this tragedy and remain hopeful for recovery and healing in the days to come.
We advise all customers who are travelling in and around the affected areas to take care during the current weather event, and please do not hesitate to contact our emergency service if you require assistance. We urge all people to remain up to date with the latest travel advice by following Safe Travel.
As this weather event is widely reported in the media, any policies purchased after 10:00AM NZST on Monday, 30 September 2024 will not provide cover for losses arising from this event.
This does not impact cover provided by policies purchased prior to this time, subject to the terms of the policy.
If you are 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. Stay safe, follow instructions from authorities and monitor the media closely. We encourage you to follow Safe Travel current travel advice for Nepal.
Issued: 26 September 2024
Cuba, Mexico and the United States are on high alert as Storm Helene intensifies, with forecasts predicting it could reach category 4 strength. The storm is expected to bring tropical storm conditions to western Cuba and poses a significant threat to the Gulf Coast. Major airlines, including United, Delta and American, have issued travel alerts, while leading cruise lines such as Disney and Carnival have proactively rerouted ships to steer clear of the hurricane’s path. The National Hurricane Centre has warned that this situation is life-threatening.
We advise all customers who are travelling in and around the affected areas to take care during the current weather event, and please do not hesitate to contact our emergency service if you require assistance. We urge all people to remain up to date with the latest media advice.
The following information concerns policyholders whose travel arrangements have been affected by this weather event.
As this weather event is reported in the media, any policies purchased after 11:00AM NZST on Thursday, 26 September 2024 will not provide cover for losses arising from this event.
This does not impact cover provided by policies purchased prior to this time, subject to the terms of the policy.
If you are 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. Stay safe, follow instructions from authorities and monitor the media closely. We encourage you to follow Safe Travel current travel advice.
Issued: 20 September 2024
The Kokoda Track is currently closed as local authorities work with landowners to address blockades on the trail. Residents of Naoro village have blocked sections of the track, demanding the Papua New Guinea government fulfill its long-promised funding for community projects. This situation is affecting both ongoing and planned trekking activities. We advise all trekkers to check with their trekking company for the latest updates and information.
We advise all customers who are already in the affected areas, to take care and please do not hesitate to contact our emergency service if you require assistance.
The following information concerns policyholders whose travel arrangements have been affected by the closure of the Kokoda Track.
As this event is reported in the media, any policies purchased after 20:00PM NZST on Thursday, 19 September 2024 will not provide cover for losses arising from this event.
This does not impact cover provided by policies purchased prior to this time, subject to the terms of the policy.
If you are 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. Stay safe, follow instructions from authorities and monitor the media closely. We encourage you to follow Safe Travel travel advice for Papua New Guinea.
Issued: 17 September 2024
Central Europe has been severely affected by torrential rainfall, leading to significant flooding and damage across Austria, Poland, the Czech Republic, Croatia, Slovenia, Slovakia, Hungary, and Romania. On Monday, September 16th, authorities confirmed that this flooding is the most severe the region has experienced in at least twenty years. At least 16 lives have been lost. Travelers are advised to stay updated with the latest information from airlines and frequently check their flight statuses.
We advise all customers who are travelling in and around the affected areas to take care during the current weather event, and please do not hesitate to contact our emergency service if you require assistance. We urge all people to remain up to date with the latest media advice.
The following information concerns policyholders whose travel arrangements have been affected by this weather event.
As this event is widely reported in the media, any policies purchased after 11:00AM NZST on Monday, 16 September 2024 will not provide cover for losses arising from this event.
This does not impact cover provided by policies purchased prior to this time, subject to the terms of the policy.
If you are 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. Stay safe, follow instructions from authorities and monitor the media closely. We encourage you to follow Safe Travel current travel advice.
Issued: 06 September 2024
On Thursday, September 5th, media reports indicated that Typhoon Yagi is forecasted to affect northern Vietnam from September 6th to 9th. The typhoon has already caused 44 flight cancellations at Hong Kong International Airport. Yagi is anticipated to reach China’s southeastern coast on Friday afternoon and is then expected to move into Vietnam and Laos over the weekend. The typhoon is causing major disruptions to transportation and travel services. Travelers are advised to stay updated with the latest information from airlines and frequently check their flight statuses.
We advise all customers who are travelling in and around the affected areas to take care during the current weather event, and please do not hesitate to contact our emergency service if you require assistance. We urge all people to remain up to date with the latest media advice.
The following information concerns policyholders whose travel arrangements have been affected by this weather event.
As this event is reported in the media, any policies purchased after 17:00PM NZST on Thursday, 05 September 2024 will not provide cover for losses arising from this event.
This does not impact cover provided by policies purchased prior to this time, subject to the terms of the policy.
If you are 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. Stay safe, follow instructions from authorities and monitor the media closely. We encourage you to follow Safe Travel current travel advice.
Issued: 30 August 2024
On Saturday 24th August, the Japan Meteorological Agency (JMA) issued warnings as Typhoon Shanshan moved northward, bringing strong winds and heavy rain to mainland Japan. The typhoon is currently impacting southwestern Japan, prompting evacuation orders for over 5 million people following severe effects on Thursday 29th August. At least three fatalities have been reported, and the storm is now heading towards central and eastern Japan, including Tokyo. Landslides and heavy rainfall have already been reported. The typhoon is causing significant disruptions to transportation and travel services. Travelers should stay informed with the latest updates from airlines and regularly check their flight statuses.
We advise all customers who are travelling in and around the affected areas to take care during the current weather event, and please do not hesitate to contact our emergency service if you require assistance. We urge all people to remain up to date with the latest media advice.
The following information concerns policyholders whose travel arrangements have been affected by this weather event.
As this event is widely reported in the media, any policies purchased after 17:00PM NZST on Saturday, 24 August 2024 will not provide cover for losses arising from this event.
This does not impact cover provided by policies purchased prior to this time, subject to the terms of the policy.
If you are 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. Stay safe, follow instructions from authorities and monitor the media closely. We encourage you to follow Safe Travel current travel advise for Japan.
Issued: 16th May 2024
France has declared a state of emergency after riots have resulted in four deaths and hundreds of injuries in New Caledonia. Turmoil erupted after France's national assembly backed changes to voting rolls.
We are aware of the impact these protests and riots are having including the enforcement of curfews and significant disruption to roads and transport services.
Nouméa – La Tontouta international airport is currently closed and the New Zealand government advise to avoid non-essential travel in New Caledonia due to ongoing civil unrest (level 3 of 4).
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.
We urge all travellers to remain up-to-date with the latest travel advice for New Caledonia from Safe Travel.
The following information concerns policyholders whose travel arrangements have been affected by this event.
As this event is now widely reported in the media, any policies purchased after 09:00AM NZST on Thursday, 16 May 2024 will not provide cover for losses arising from this 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.
Stay safe, follow instructions from authorities and monitor the media closely. We encourage you to follow Safe Travel current travel advise for New Caledonia.
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 in Australia causing flooding throughout December, severe weather alerts have been issued as a new tropical cyclone looms.
The entire east coast of Queensland 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. We 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: 20/10/23
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.
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 from TINZ, please contact our emergency assistance team.
If you are a New Zealand citizen in need of Consular Emergency Assistance, please call +64 99 20 20 20. If you are calling from within New Zealand, please call 0800 30 10 30.
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 in Lebanon and wish to leave, we encourage you to 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’s Government's ability to assist you to depart Lebanon will be very limited in a deteriorating security situation. For the latest advice for travel to Lebanon, visit https://www.safetravel.govt.nz/lebanon
Terrorist attacks could happen at any time, always be alert and have an exit plan.
If, during your journey, you need to evacuate or are physically unable to access your scheduled accommodation or transport due to an act of terrorism, we will pay:
› The costs of your evacuation to the nearest place of safety and your alternative accommodation until you resume or cancel your journey;
› The reasonable additional expenses you incur in changing your scheduled accommodation or transport, and
› If you need to shorten your journey and return to New Zealand, the reasonable additional cost of your return to New Zealand.
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.
If, after you purchase your policy and within one week before you travel, the New Zealand government due to an act of terrorism upgrades its travel advisory warning on www.safetravel.govt.nz to advise against all travel to or through a country that forms part of your itinerary,
We will pay:
› The reasonable additional expenses you incur in changing your scheduled accommodation or transport so that you do not need to travel to or through that country; or
› If you cannot reasonably travel to an alternative destination and need to cancel your journey, any cancellation fees and lost deposits for travel and accommodation arrangements which you have paid in advance and cannot recover in any other way.
Travel Insurance Coverage
Trip cancellation: Your trip must be directly affected by terrorism. You cannot claim for cancellation benefits if your booked accommodation is greater than 2km from where the act of terrorism took place.
Travel warnings: We do not cover you if you have already purchased a policy from us for a destination with an "Extreme Risk" warning that was already in place when you bought your cover.
Please refer to Section 17 of our Policy Wording for full information in regard to our terrorism cover.
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 Policy 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.
Avoid areas where military activity is ongoing.
Extremists may target foreigners. Always be alert to possible threats and avoid potential targets.
Ensure your travel documents are up to date, and be prepared to leave Lebanon quickly if necessary.
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 require flight repatriation, please register on register your details with the Ministry of Foreign Affairs and Trade.
Read full Israel-Hamas Coverage Alert (show full detail – text above and below).
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.
If, during your journey, you need to evacuate or are physically unable to access your scheduled accommodation or transport due to an act of terrorism, we will pay:
› The costs of your evacuation to the nearest place of safety and your alternative accommodation until you resume or cancel your journey;
› The reasonable additional expenses you incur in changing your scheduled accommodation or transport, and
› If you need to shorten your journey and return to New Zealand, the reasonable additional cost of your return to New Zealand.
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.
If, after you purchase your policy and within one week before you travel, the New Zealand government due to an act of terrorism upgrades its travel advisory warning on www.safetravel.govt.nz to advise against all travel to or through a country that forms part of your itinerary,
we will pay:
› The reasonable additional expenses you incur in changing your scheduled accommodation or transport so that you do not need to travel to or through that country; or
› If you cannot reasonably travel to an alternative destination and need to cancel your journey, any cancellation fees and lost deposits for travel and accommodation arrangements which you have paid in advance and cannot recover in any other way.
Travel Insurance Coverage
Trip cancellation: Your trip must be directly affected by terrorism. You cannot claim for cancellation benefits if your booked accommodation is greater than 2km from where the act of terrorism took place.
Travel warnings: We do not cover you if you have already purchased a policy from us for a destination with an "Extreme Risk" warning that was already in place when you bought your cover.
Please refer to Section 17 of our Policy Wording for full information in regard to our terrorism cover.
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 Policy 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: 11 September 2023
On 8 September, a devastating 6.8 magnitude earthquake struck Morocco, southwest of Marrakesh. There has been widespread damage to buildings and infrastructure, including power, water, roads and communications. Be aware that aftershocks may occur. Follow media and safety instructions from local authorities. If you have concerns about family and friends in Morocco, try to contact them directly before calling the Consular Emergency Centre.
We understand this is a stressful time for our affected customers, and we are here to help our customers over the coming days and weeks with their claims and repatriation if required. If you are already in the affected areas, please do not hesitate to contact our emergency service if you require assistance.
If you're a customer who is travelling to, or are already in the affected areas and don't require emergency assistance, please refer to the information below.
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. The Morocco earthquake was widely published in the media from 9:00am AEDT on Saturday 9th September 2023.
This means that any policies purchased after 9:00 am AEDT on Saturday 9th September 2023 will not provide cover for losses arising from or related to the Morocco earthquake.
IF YOU ARE CURRENTLY TRAVELLING
IF YOU HAVEN'T DEPARTED YET
NEXT STEPS YOUR SHOULD TAKE
New Zealanders travelling in Morocco are encouraged to follow SafeTravel's current travel advice for Morocco
We will assess all claims in accordance with our policy wording and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your individual circumstances.
Issued: 25th July 2023
Severe weather events are currently affecting wide areas of the northern hemisphere including Europe, North America and Asia.
Extreme heat and wildfires are burning across Europe, including Greece, Spain and Italy, prompting evacuations.
Floods and landslides have claimed lives and forced evacuations across south and south-east Asia, including India, Bhutan and Nepal.
Severe flooding is expected in China.
Typhoon Egay (Doksuri) is approaching the Philippines and Taiwan.
If you're currently travelling or planning to travel in the coming weeks, it's important to know how to stay safe. We recommend regularly checking Safe Travel and the Bureau of Meteorology, news and media, and transport websites for up-to-date information about these events and its impact on travel.
If you are already in the affected areas and require emergency assistance please do not hesitate to contact our emergency service as soon as practicable and safe to do so.
POLICY COVERAGE
Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered a policy when these events were publicised within the mass media, we would expect that this was done with an awareness of these events.
We also do not provide cover where your claim is associated with travel to countries for which a 'Do Not Travel' warning has been issued by the New Zealand Government or there are circumstances that a reasonable person in your position should be aware of that may affect your travel.
IF YOU ARE CURRENTLY TRAVELLING
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.
We recommend you contact your travel agent or 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.
Follow the advice of local authorities. In some destinations, it is advised for locals and tourists to stay inside due to the extreme heat. This includes avoiding popular tourist attractions. Please note, our policies do not cover loss of enjoyment.
Limits, conditions and exclusions apply under your policy. For full details, you should refer to the Product Disclosure Statement (PDS) 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 YOUR 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 or your travel plans are affected, you should take all reasonable steps to minimise your expenses. In the event of an emergency, please contact our emergency assistance team.
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.
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: 10 February 2023
Tropical Cyclone Gabrielle formed off the coast of Northern Queensland, tracking near Norfolk Island has media reporting the high probability of making landfall on New Zealand’s North Island on Sunday, 12 February 2023.
We are aware that this adverse weather activity has been an evolving event 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. Tropical Cyclone Gabrielle is currently rated as a category one cyclone and is expected to strengthen further in the coming days becoming more severe.
If you are already in the affected areas and require emergency assistance please do not hesitate to contact our emergency service as soon as practicable 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 Gabrielle were widely published in the media on the evening of 8 February 2023.
This means that any policies purchased after 9:00 am NZDT on Thursday, 9 February 2023 will not provide cover for losses arising from Cyclone Gabrielle.
NEXT STEPS YOUR SHOULD TAKE
Issued: 9 February 2023
Carnival Luminosa has cancelled all ports of call due to a tropical cyclone.
We are aware that many of our customers may be affected by this unfortunate event and that guests were notified of the change on February 8, the day of the first planned port of call in New Caledonia.
Carnival Luminosa is not the only vessel impacted by Tropical Cyclone Gabrielle. Royal Caribbean International’s Quantum of the Seas, also homeported from Brisbane, changed its itinerary sailing to Sydney and Tasmania rather than New Caledonia.
We have received a significant volume of enquiries due to this event which has placed immense pressure on our claims team who are working around the clock to get back to customers as quickly as possible. We appreciate and thank you in advance for your patience and understanding in this regard.
MAKING A CLAIM
If your cruise has been affected and you wish to make a claim for missed ports, the best way to do this is by using our online claim form: https://www.travelinsurance.co.nz/claims/
When submitting your claim, please select the benefit type "Other". You will need to provide a copy of your itinerary and a letter from the cruise ship specifying the ports missed and the reason for the missed ports.
Please Note:
Issued: 8 February 2023
A devasting 7.8 magnitude earthquake struck the Turkish city of Kahramanmara at 04:17 am local time on Monday 7 February claiming the lives of thousands of people and injuring many more. With thousands of buildings collapsed and countless more damaged, the area is unsafe and travellers are advised to avoid heading to southeast Turkey and north Syria.
The media are continuing to report on a rising death toll and our thoughts and condolences go out to all those impacted by this catastrophic event.
We understand this is a stressful time for our affected customers, and we are here to help our customers over the coming days and weeks with their claims and repatriation if required. If you are already in the affected areas, please do not hesitate to contact our emergency service if you require assistance.
For the most part, travel to the leading tourism destinations are hundreds of kilometres away from the quake-hit areas and remain unaffected. Travel to areas like the Aegean coast is operating as normal.
If you're a customer who is travelling to, or are already in the affected areas and don't require emergency assistance, please refer to the information below.
IF YOU ARE CURRENTLY TRAVELLING:
IF YOU HAVEN'T DEPARTED YET:
Please note that there would be no coverage if your existing travel plans were not directly affected by the earthquake or if you just had a change of heart about your trip.
New Zealanders travelling in Turkey are encouraged to follow the Ministry of Foreign Affairs & Trade's (MFAT) current travel advice for Turkey and register your details with Safe Travel.
Updated 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).
Updated 5 February 2020
It is always our priority to assist our customers when they need help. If you are overseas and have contracted the Coronavirus or have been stranded overseas as a result of this event, please contact our Emergency Assistance team on +64 9888 9274.
The novel coronavirus (2019-nCoV) has been widely reported in the media and continues to make headlines around the world.
On 31 January, the World Health Organisation (WHO) declared the outbreak as a Public Health Emergency of International Concern (PHEIC).
All of our policies contain exclusions in relation to known events in the mass media and relating to an epidemic or pandemic. Therefore, regardless of when you purchased your policy, it is unlikely that any claim (to anywhere in the world) will be covered if it relates to the coronavirus. However, we will assess each claim based on its individual facts and circumstances and policy terms and conditions.
The New Zealand Government (MFAT) raised its travel advice level to 'Do Not Travel' to all of China on 2 February 2020. See the latest information from Safetravel.govt.nz here.
Your policy requires you to mitigate your costs. If your travel has been affected, we recommend you contact your airline and accommodation provider as soon as possible if you would like to amend your travel plans in and out of China.
Some airlines have announced they are offering refunds for travel to and from mainland China, and some are offering to waive cancellation fees. Some hotel providers have issued statements that they will offer free cancellations on all bookings in Wuhan or in greater China.
Updated: 28 January 2020
New Zealand Ministry of Foreign Affairs and Trade (MFAT) has raised its travel advice level to 'Do Not Travel' to all of Hubei Province, China.
Travel advice for the rest of China remains to exercise normal safety and security precautions.
The novel coronavirus (2019-nCoV) has been widely reported in the media and by authorities such as the World Health Organisation (WHO), and continues to make headlines around the world. The situation of the outbreak, which originated in Wuhan, China, has rapidly escalated. There are now more than 4,500 reported cases in mainland China.
Travel restrictions have been heightened and wearing masks in public is now mandatory in some cities. The outbreak of the virus comes during the Lunar New Year celebration resulting in an expected increase in travel disruptions.
For any policies that may offer cover for risks associated with contagious disease, there will be no cover for claims arising from any event related to coronavirus (2019-nCoV) for travel to and/or from China on policies purchased after:
12:00pm NZST on Saturday, 25 January 2020.
Policies purchased before the time above may be subject to exclusions relating to an epidemic or pandemic. Please read your policy wording for the full policy terms, conditions, limitations and exclusions.
We advise all customers who are travelling to China or are already in the affected areas, to take care and please do not hesitate to contact our emergency assistance if you need help.
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.
Issued: 23 January 2020
Chinese authorities have identified an outbreak of a new type of coronavirus, in Wuhan City in Hubei Province, China.
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 9888 9274
We are aware of concerns regarding travel to China and destinations with known cases of the Coronavirus. We are continuing to monitor this issue in association with the relevant travel, government and health bodies. Chinese officials have reviewed this health concern and travel outbound from Wuhan has been restricted.
Learn more about TINZ's travel cover in regards to the Coronavirus outbreak in China.
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 9888 9274
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.
We are aware of the current measles outbreak affecting a number of Pacific countries including Samoa, American Samoa, Tonga, Fiji, and New Zealand.
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. We urge all travellers to remain up-to-date with the latest travel advice from Safetravel.govt.nz.
Learn more about the latest travel advice for the measles outbreak in the Pacific.
Protests, rioting and state of emergency which is currently affecting areas of Chile. The unrest, sparked by increased metro fares has broadened to reflect concerns over inequality and high living costs. A state of emergency and night-time curfews have been declared by the government, and the military has been deployed in several cities. Subway and other public transport services have been suspended.
If you're a customer who is travelling to or are already in the affected areas, please stay safe, follow instructions from authorities and monitor the media closely. We urge all travellers to remain up-to-date with the latest travel advice for Chile from SafeTravel. MFAT has issued a warning advising a high degree of caution. Please stay up to date with the SafeTravel advice issued by MFAT and register your details if you haven't already.
If you're a TINZ policyholder in Chile and require emergency assistance, please call +64 9888 9274.
News of this ongoing event has been widely publicised. If you enter into a policy after an event has occurred, cover may not be available for that event.
For policies issued prior to 9:00am NZDT 21 October 2019 there is provision for cover. If you purchased a policy prior to 9:00am NZDT 21 October 2019 and you are currently travelling:
- and your transport is delayed or cancelled or your accommodation is affected due to protests or rioting, there may be provision to claim for reasonable additional travel, accommodation and meal expenses.
- We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements, and we recommend you contact them for further details.
- Limits, conditions and exclusions apply under your policy and for full details you should refer to the Policy Wording and Certificate of Insurance you received when you purchased your travel insurance.
If you have not departed yet:
- your policy includes cover for cancellation of your journey, or the unused portions of your journey, if directly affected as a result of the protests and rioting. We do not cover for change of mind.
- If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a direct result of protesting and rioting and you have not yet departed, you may have provision claim for cancellation or rearrangement of your journey (whichever is the lesser).
- We recommend you contact your travel agent travel provider regarding the best option in altering your trip. Some travel providers may provide penalty-free options to amend travel arrangements, and we recommend you contact them for further details.
For policies issued after 9:00am NZDT 21 October 2019 there is no cover for any claims arising from this event.
If you entered into a policy after 9:00am NZDT 21 October 2019, we would expect you would have done so with an awareness of the protests and closures. 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 Chile protests.
We are aware of the impact of Typhoon Hagibis, which is currently affecting areas of Japan. The Japanese Meteorological Agency has forecast landfall on the Pacific Coast between Saturday and Sunday with torrential rains, high waves and tides, and potential flooding.
Airline and train services have announced suspended services. The expected impacts are such that organisers of the 2019 Rugby World Cup decided to cancel at least two matches scheduled to be played over the weekend.
For policies purchased before 11am (NZDT) on 10th October 2019 cover is available.
For policies purchased after 11am (NZDT) on 10th October 2019 cover is not available for losses caused by an event that you were aware of or had been widely reported in the mass media at the time of purchasing your policy.
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. We urge all travellers to remain up-to-date with the latest travel advice for Japan from Safetravel.
We are aware that anti-extradition and anti-government demonstrations have been occuring in Hong Kong since March, however escalation of these protests began in June, with between 240,000 and one million people participating. Transport around the city has been significantly impacted, and excessive force by police against protestors and journalists has been widely reported. Hong Kong International Airport has been subject to closures.
For policies purchased before 11am (NZDT) on 6th August 2019 cover is available.
For policies purchased after 11am (NZDT) on 6th August 2019 cover is not available for losses caused by an event that you were aware of or had been widely reported in the mass media at the time of purchasing your policy.
If you're a customer who is travelling to or are already in the affected areas, please stay safe, follow instructions from authorities and monitor the media closey. MFAT has issued a warning advising a high degree of caution. Please stay up to date with the SafeTravel advice issued by MFAT and register your details if you haven't already.
We are aware Air New Zealand aircraft maintenance engineers, aircraft logistics and related staff have scheduled a strike four days out from Christmas on 21st December 2018.
Air New Zealand has said that close to 42,000 customers booked to travel domestically and internationally on that date may face potential flight cancellations if the strikes take effect.
For policies purchased before 9am (NZDT) on 7th December 2018 cover is available.
For policies purchased after 9am (NZDT) on 7th December 2018 cover is not available for losses caused by an event that you were aware of at the time of purchasing your policy.
Read more about your cover in relation to the Air New Zealand strike.
Issued: 02 October 2018
On 28 September 2018, a 7.5 magnitude earthquake and subsequent 18-foot tsunami hit Central Sulawesi leaving Palu and the surrounding area devasted. The media are advising that well above 800 people have died in this tragic event. Our heart-felt thoughts go out to all those individuals and families that have been affected.
Communications and transport infrastructure in the Palu area have been paralysed. New Zealanders wishing to depart the area should check with their local travel provider, monitor media and follow the instructions of local authorities. The level of advice from the Safetravel.govt.nz (MFAT) remains; Avoid non-essential travel to Lombok and the Gili islands, Papua and West Papua. Exercise increased caution in Indonesia, including including in Jakarta, Surabaya and Bali. Please visit the Safe Travel website to stay up to date with the latest advice issued by MFAT.
If you are in Indonesia and need emergency assistance, please call us on (+) 64 9888 9274.
Issued: 29 June 2018
We wish to update customers about Mount Agung in Bali. The volcano continues to erupt intermittently and there is a volcanic ash cloud that is causing some disruption to flights.
Our policy continues to EXCLUDE COVER FOR MOUNT AGUNG VOLCANO. This has been in place since November 22nd 2pm (NZDT), 2017.
Cover is only available for Mount Agung If you purchased a policy before 12am 16th September 2017 (NZDT) or between 11am 6th November and midday 22nd November 2017 (NZDT). The reason this is in place is because our policies do not cover claims for losses caused by an event that you were aware of at the time of purchasing your policy.
If you entered a policy during the times noted above, we would expect you would have done so with an awareness of the heightened volcanic activity. 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 Mt Agung volcanic ash cloud. Please refer to all Bali travel alerts below for further information.
Issued: 18 May 2018
We wish update customers that following the eruption and elevated seismic actitivy on 3 May (local time), Hawaii's Kilauea volcano has had an explosive eruption. The surrounding areas have been impacted by eruptions of lava flow from volcanic fissures and plumes of ash.
Please refer to your travel providers following service interruptions as they can best assist with making alternative arrangements.
If you need assistance or advice, contact our 24 hour Emergency Global Assistance team on the numbers listed on our website or on your certificate of insurance.
News of this ongoing event has been widely publicised. If you enter into a policy after an event has occurred, cover may not be available for that event.
For policies issued prior to 6:30pm NZST 4 May 2018 there is provision for cover. For policies issued after 6:30pm NZST 4 May 2018 there is no cover for any claims arising from this event.
If you entered into a policy after 6:30pm NZST 4 May 2018, we would expect you would have done so with an awareness of the heightened volcanic activity. 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 Mt Kilauea volcanic ash cloud.
Read more on cover for Mt Kilauea Hawaii, USA.
Issued: 23 February 2018
Mt. Sinabung, Sumatra, Indonesia – Erupted on 13 January
Mt. Agung, Bali, Indonesia – Erupted on 16 January
Mt. Mayon, Philippines – Impending Eruption
As Mt. Sinabung has already erupted, and Mt. Mayon is experiencing an impending eruption, they are now known events. This means that we will treat any claims related to volcanic activity from policies purchased after 16 January 2018 as ‘foreseen’ and therefore not covered under a relevant insurance policy. Even so, if you would still like us to consider whether your loss is covered then please submit a claim.
For details on cover for Mt. Agung please refer the travel alerts below.
Updated Alert: 22 November 2017
Mount Agung, Bali, Indonesia has begun erupting. There is still an exclusion zone in place with public activity prohibited within a proximity of 7.5 kilometres and 6 kilometres in some areas. No flights to or from Bali have been affected at this stage and Bali's international airport remains open. We are now issuing a cut-off time for new policies purchased for this known event.
For policies purchased after 2PM (NZDT) on 22 November 2017 cover is not available for claims arising from any volcanic activity, including travel service disruptions due to ash cloud, as such events were not considered unforeseen at the time of purchase.
For policies purchased between 11am 6th November until 2pm (NZDT) on Wednesday 22 November 2017, cover is available where you have no option but to change your travel plans because your service provider cancels or restricts services as a result of any volcanic activity. Where your trip has not yet begun, cover is available for the lesser of rearrangement or cancellation costs.
We are monitoring the situation and will advise if and when this position changes.
The MFAT is urging travellers to monitor local media, follow instructions from local authorities and contact airlines if the volcano does erupt.
From 6th November 11am NZDT
Indonesian authorities lowered the volcano’s alert status one notch, to the second-highest alert level (level 3) on Sunday 29th October following a significant decrease in seismic activity. There is still an exclusion zone in place, however the radius has been reduced. Public activity is prohibited within a proximity of 7.5 km and 6 kilometres in some areas.
If you purchased a policy after 11AM NZDT on 6th November 2017 and experience travel disruptions directly relating to a change in volcanic activity or threat level, it will be considered a new, unforeseeable event with regard to cover under your travel insurance policy.
We are monitoring the situation and will advise if and when this position changes.
The MFAT is urging travellers to monitor local media, follow instructions from local authorities and contact airlines if the volcano does erupt.
For policies purchased between 12:00pm (NZDT) on 16th September 2017 and 11:00AM (NZDT) on 6th November 2017 cover is not available for claims arising from any volcanic activity, including travel service disruptions due to ash cloud, as such events were not considered unforeseen at the time of purchase.
For further information please refer to our original alerts issues 16th September 2017
Update: 24 September 2017
Original Alert Issued: 16 September 2017
The number of tremors recorded at Bali’s Mt Agung volcano has increased again with warnings it could erupt at any time.
The threat level was increased to level four on Friday, 22nd September, by the Centre for Volcanology and Geological Hazard Mitigation agency. Authorities say they still cannot predict when the mountain will erupt but with the threat level at its highest, an emergency response period has been declared.
For policies purchased up to Midday (NZST) on 16 September 2017, cover is available.
For policies purchased after Midday (NZST) on 16 September 2017, cover is not available for claims arising from any volcanic activity, including travel service disruptions due to ash cloud, as such events are no longer unforeseen.
Issued: 20 September 2017
We are aware that an earthquake has struck near Mexico City which may have an impact on policyholders travelling to the area. Our sympathies and thoughts go out to all those affected by this. 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. If you are currently travelling and need emergency assistance please call +64 9888 9274. We urge all people to remain up to date with the latest media advice.
The below information was issued on Wednesday 20 September 2017 and applies to your travel insurance policy with TINZ.
Please note we will assess all claims in accordance with the Policy Wording and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.
If you have started your journey and your transport is delayed or cancelled or your accommodation is affected due to the Mexico city earthquake there may be provision to claim for reasonable additional travel, accommodation and meal expenses.
We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details
Limits, conditions and exclusions apply under your policy and for full details you should refer to the Policy Wording and Certificate of Insurance you received when you purchased your travel insurance.
If you have not yet departed, your policy includes cover for cancellation of your journey, or the unused portions of your journey, as a result of the earthquake.
If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a direct result of the earthquake and you have not yet departed, you may be able to claim for cancellation or rearrangement of your journey (whichever is the lesser).
We recommend you contact your travel agent travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details.
Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 7am on 20th September 2017 we would expect that this was done with an awareness of the earthquake. 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 Mexico city earthquake.
In the event of a claim covered by your policy, you must take all reasonable steps to mitigate your out of pocket expenses, particularly when altering your trip arrangements (including seeking compensation from any travel service providers), and provide all supporting documentation of the event and expenses incurred. By reasonable we mean appropriate and consistent—for example if you have been using two star or budget accommodation on your trip to date, then we advise that the replacement accommodation you seek should be of a similar standard.
Australians travelling in Mexico are encouraged to plan accordingly. We encourage you to follow Department of Foreign Affairs and Trade (DFAT) current travel advice for Mexico and register your details with Safetravel.govt.nz.
Issued: 19 September 2017
We are aware that some flights in and out of Auckland have been cancelled or delayed due to the fuel shortage at Auckland Airport. Fuel supplies have been rationed and airlines are looking to refuel in Australia and elsewhere to keep long-haul services running. The following information concerns policyholders whose pre-paid travel arrangements have been affected by this event.
If you have been affected by the fuel shortage, there is cover for you to claim for any costs associated with re arranging your travel plans. This includes any costs incurred by you in rearranging connecting flights and/or altering any pre-paid accommodation and booking arrangements.
We will reimburse you the lessor of:
(a) the total value of your unused, prepaid travel costs; or
(b) the total value of your confirmed and reasonable additional alteration costs.
You should contact your travel provider in the first instance who may be able to assist you in keeping your additional costs to a minimum.
You will need to seek reimbursement directly from your airline for any loss associated with your original flight from or to Auckland affected by the fuel shortage.
Claims will be assessed in accordance with your Policy Wording and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.
Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you purchased your policy after 10AM (NZST) on Saturday 17th September 2017 we would expect that this was done with an awareness of the current Auckland Airport Fuel Crisis. For these policies, we will not pay any claim arising from or in any way connected with flight delays, cancellations or disruptions caused by the fuel shortage.
You will still be covered for other unexpected events according to the terms and conditions of your policy.
Contact your airline or travel provider you booked with as you may be able to rebook your arrangements without extra costs.
Take all reasonable steps to mitigate your out of pocket expenses, particularly when altering your trip arrangements. By reasonable we mean appropriate and consistent—for example if you have been using two star or budget accommodation on your trip to date, then we advise that the replacement accommodation you seek should be of a similar standard.
This advice should be read in conjunction with your Policy Wording. If you have any further questions, or wish to make a claim, please contact us at [email protected].
Issued: 16 September 2017
Indonesia has raised the alert level for the Mount Agung volcano on the tourist island of Bali following an increase in volcanic and tectonic activity.
The National Disaster Mitigation Agency said that the alert has been raised from normal to vigilance.It warned against panic, saying there would be further increases in volcanic activity and changes to the alert level before an eruption.
As of today no flights have been reported cancelled and diverted. However in the future the airlines may cancel or divert future flights into and out of Denpasar
Volcanic ash is a serious safety concern for aircrafts, and airlines are monitoring the situation closely.
We will assess all claims in accordance with your Policy Wording and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.
The following information concerns those affected by the Mt Agung volcanic activity.
If you have started your journey and your transport is delayed or cancelled or your accommodation is affected due to Mt. Agung volcanic activity, there may be provision to claim for reasonable additional travel, accommodation and meal expenses.
Issued: 6 September 2017
We are aware that Hurricane Irma may have an impact on policyholders travelling to or from Florida.
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 service if you require assistance. We urge all people to remain up to date with the latest media advice.
The following information concerns policyholders whose travel arrangements have been affected by this weather event.
If you have been affected by this event there may be provision for you to claim for benefits provided by your TINZ policy. Claims will be assessed in accordance with your with your Policy Wording and your Certificate of Insurance. Your cover will depend on the type of plan you purchased.
There is provision to claim for the forfeiture of any pre-booked travel arrangements that are cancelled due to this weather event, including accommodation, flights, tours, and other travel arrangements.
We recommend you contact your travel agent or travel provider regarding the best option in altering your trip.
If you’re currently travelling there is provision to claim for any reasonable additional travel and accommodation expenses if your scheduled or connecting transport is cancelled, delayed, shortened or diverted because of Hurricane Irma.
Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 12PM (NZST) Wednesday 6th September 2017 we would expect that this was done with an awareness of Hurricane Irma. For these policies, we will not pay any claim caused by or arising from or in any way connected with the Hurricane Irma.
Issued: 21 July 2017
We are aware that floods in Timaru may have an impact on policyholders travelling to or from Timaru.
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 service if you require assistance. We urge all people to remain up to date with the latest media advice.
The following information concerns policyholders whose travel arrangements have been affected by this weather event.
If you have been affected by this event there may be provision for you to claim for benefits provided by your TINZ policy. Claims will be assessed in accordance with your with your Policy Wording and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.
There is provision to claim for the forfeiture of any pre-booked travel arrangements that are cancelled due to this weather event, including accommodation, flights, tours, and other travel arrangements.
We recommend you contact your travel agent or travel provider regarding the best option in altering your trip.
If you’re currently travelling there is provision to claim for any reasonable additional travel and accommodation expenses if your scheduled or connecting transport is cancelled, delayed, shortened or diverted because of the flooding.
Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 7:30PM (NZST) 21st July 2017 we would expect that this was done with an awareness of the flooding. For these policies, we will not pay any claim caused by or arising from or in any way connected with the Timaru floods.
Issued: 12 July 2017
We are aware that some flights in and out of New Zealand have been cancelled due to severe weather conditions. The following information concerns policyholders whose travel arrangements have been affected by this event.
If you have been affected by this event there may be provision for you to claim for benefits provided by your TINZ policy. Claims will be assessed in accordance with your with your Policy Wording and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.
Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 4PM (NZST) on Wednesday 12th July 2017 we would expect that this was done with an awareness of the current flight disruptions. For these policies, we will not pay any claim arising from or in any way connected with flight cancellations or disruptions caused by the inclement weather.
Issued: 4 June 2017
Firstly, our sympathies and thoughts go out to all those affected by the tragic events that have recently taken place in the United Kingdom.
Shortly after 10pm on Saturday 3 June, a terror attack took place on London Bridge and Borough Market killing seven people and injuring a number of others.
On 22 May 2017, an attack at a music concert held at the Manchester Arena killed 22 people with over 100 others injured.
On 22 March 2017, an attacker drove a vehicle through pedestrians before stabbing a police officer near the Houses of Parliament in Westminster, London.
The below information was issued on Sunday 04 June 2017 and applies to your travel insurance policy with TINZ.
If you have been injured as a result of an incident, we can help. If you need emergency assistance please call +64 9888 9274.
If you have been affected by these events, there may be provision for you to claim for certain benefits provided by your travel insurance policy. Limits, conditions and exclusions apply under your policy.
We will assess all claims in accordance with your Policy Wording and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.
If you have started your journey and your transport is cancelled, delayed, shortened or diverted because of this event, you may have provision to claim for reasonable alternative travel, accommodation and meal expenses.
We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details.
If you are claiming for loss of deposits due to pre-paid arrangements being cancelled by a third party service provider, you will need to submit all receipts showing your original out-of-pocket expenses. You will also be required to submit advice from your service provider indicating that the planned arrangements or event has been cancelled.
Any compensation and/or refunds you receive from a third party for transport, entry submission or food will be deducted from your settlement if your claim is accepted.
Please note that there is no provision to claim for fear of travel or loss of enjoyment.
Take all reasonable steps to mitigate your out of pocket expenses, particularly when altering your trip arrangements. By reasonable we mean appropriate and consistent—for example if you have been using two star or budget accommodation on your trip to date, then we advise that the replacement accommodation you seek should be of a similar standard.
New Zealanders travelling in London are encouraged to plan accordingly, follow Safe Travel's current travel advice for United Kingdom and register their details with the Ministry of Foreign Affairs and Trade.
Issued: 5 May 2017
We are aware that Cyclone Donna may have an impact on policyholders travelling from or to Vanuatu.
We advise all customers who are travelling in and around the affected areas to take care during the current weather event, and please do not hesitate to contact our emergency service if you require assistance. We urge all people to remain up to date with the latest media advice.
The following information concerns policyholders whose travel arrangements have been affected by this weather event.
If you have been affected by this event there may be provision for you to claim for benefits provided by your TINZ policy. Claims will be assessed in accordance with your Policy Wording and may vary depending on the type of policy you purchased.
There is provision to claim for the forfeiture of any pre-booked travel arrangements that are cancelled due to this weather event, including accommodation, flights, tours, and other travel arrangements.
We recommend you contact your travel agent or travel provider regarding the best option in altering your trip.
If you’re currently travelling there is provision to claim for any reasonable additional travel and accommodation expenses if your scheduled or connecting transport is cancelled, delayed, shortened or diverted because of Cyclone Donna.
Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 1PM (NZST) Friday 5th May 2017 we would expect that this was done with an awareness of Cyclone Donna. For these policies, we will not pay any claim caused by or arising from or in any way connected with Cyclone Donna.
Take all reasonable steps to mitigate your out of pocket expenses, particularly when altering your trip arrangements. By reasonable we mean appropriate and consistent—for example if you have been using two star or budget accommodation on your trip to date, then we advise that the replacement accommodation you seek should be of a similar standard.
New Zealanders travelling in Vanuatu are encouraged to plan accordingly, follow Safe Travel's current travel advice for Vanuatu and register their details with the Ministry of Foreign Affairs and Trade.
If you need any further information on the Cyclone Donna in Vanuatu please do not hesitate to contact us.
Issued: 13
We are aware that Cyclone Cook may have an impact on policyholders travelling from or to the North Island and Nelson/Blenheim region of New Zealand.
We advise all customers who are travelling in and around the affected areas to take care during the current weather event, and please do not hesitate to contact our emergency service if you require assistance. We urge all people to remain up to date with the latest media advice.
The following information concerns policyholders whose travel arrangements have been affected by this weather event.
If you have been affected by this event there may be provision for you to claim for benefits provided by your TINZ policy. Claims will be assessed in accordance with your Policy Wording and may vary depending on the type of policy you purchased.
There is provision to claim for the forfeiture of any pre-booked travel arrangements that are cancelled due to this weather event, including accommodation, flights, tours, and other travel arrangements.
We recommend you contact your travel agent or travel provider regarding the best option in altering your trip.
If you’re currently travelling there is provision to claim for any reasonable additional travel and accommodation expenses if your scheduled or connecting transport is cancelled, delayed, shortened or diverted because of Cyclone Cook.
Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 6PM (NZST) Wednesday 12th April 2017 we would expect that this was done with an awareness of Cyclone Cook. For these policies, we will not pay any claim caused by or arising from or in any way connected with Cyclone Cook.
In the event of an emergency, please contact our emergency assistance team.
CALL
+64 9 888 9274
For enquiries that are non-emergency related, please contact us during normal business hours.
EMAIL
[email protected]
The best way to submit a claim is via our online claim form.
EMAIL
[email protected]
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It can be unnerving not knowing what to do in the event of an incident during your journey. We've compiled travel insurance information advice relating to current and past events to assist TINZ customers.
ISSUED: 23rd March 2017
Travel insurance information for TINZ policyholders relating to the terror attacks in Westminster, London on 22nd March.
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