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The following information concerns the flooding in Fiji and applies to travel insurance policies issued prior to 24 January 2012.

 
We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your cover will depend on the type of plan you purchased and your particular circumstances. 

What do you need to know about your policy?

If you are currently travelling:

• If you have started your journey and your transport is delayed or cancelled due to the flooding or your accommodation has been declared uninhabitable, there is provision to claim for reasonable additional food, accommodation and travel expenses.
• Limits apply under your policy, and for full details you should refer to the Product Disclosure Statement (PDS) you received when you purchased your travel insurance.
• There is no provision to claim under your policy for cancellation or rearrangement expenses for the utilised portions of your travel arrangements or if they are operating as scheduled.

If you have not yet departed:

• If you have not yet departed, your policy includes cover for cancellation or the rearrangement of your journey (whichever is less), or the unused portions of your journey, if your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the flooding.
• 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.
• All travel insurance policies provide cover for unforeseen and unexpected circumstances only. Due to the media coverage of the flooding, there is no provision to claim for any expenses relating to the flooding for policies issued on or after 24 January 2012.

What next steps should you take?

• You should take all reasonable steps to minimise your expenses and this includes rearranging your journey where possible. By reasonable, we mean appropriate and consistent with the type and standard of arrangements you originally made — for example if you have been using two star or budget accommodation on your trip to date, then we advise that the replacement accommodation you seek should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.
• We will assess your claim under the terms and conditions of your travel insurance policy. If you have a Cancellation only policy, your policy does not include cover for any additional expenses. If you have a Budget policy, please refer to your Product Disclosure Statement (PDS) for the precise benefits covered.
• You will need to submit all receipts for any additional transport, food or accommodation expenses. If you are claiming cancellation or additional expenses you will need to submit all documents showing what your original planned pre-paid arrangements were, along with any receipts and documents showing your new arrangements, and advice from the travel provider indicating the non-refundable portion of the journey.
• Any compensation and/or refunds you receive from a third party (e.g. airline) for transport, food or accommodation will be deducted from any settlement if your claim is accepted.
• Finally, to help Australians avoid difficulties overseas, the Department of Foreign Affairs and Trade (DFAT) maintains travel advisories for more than 160 destinations overseas via its website www.smarttraveller.gov.au. DFAT’s travel advice provides accurate, up-to-date information about the risks Australians might face overseas, assisting you to make well-informed decisions about whether, when and where to travel. We recommend that you stay up-to-date with its destination specific travel advisories for the country of your destination as your travel insurance cover may be affected if you travel to high risk areas or situations.

Contact us 

If you have any questions or queries, please contact our Allianz Global Assistance Information Hotline on 1300 725 154.

The following information concerns the flooding in Fiji and applies to travel insurance policies issued prior to 24 January 2012.

 
We will assess all claims in accordance with your Policy Wording and your cover will depend on the type of plan you purchased and your particular circumstances. 

What do you need to know about your policy?

If you are currently travelling:

• If you have started your journey and your transport is delayed or cancelled due to the flooding or your accommodation has been declared uninhabitable, there is provision to claim for reasonable additional food, accommodation and travel expenses.
• Limits apply under your policy and for full details you should refer to the Policy Wording you received when you purchased your travel insurance.
• There is no provision to claim under your policy for cancellation or rearrangement expenses for the utilised portions of your travel arrangements or if they are operating as scheduled.

If you have not yet departed:

• If you have not yet departed, your policy includes cover for cancellation or the rearrangement of your journey (whichever is less), or the unused portions of your journey, if your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the earthquake and subsequent aftershocks. If your pre-booked travel arrangements have not been directly affected and you cancel/rearrange your trip, please submit your claim for consideration.
• 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.
• All travel insurance policies provide cover for unforeseen and unexpected circumstances only. Due to the media coverage of the earthquake and subsequent aftershocks, there is no provision to claim for any expenses relating to the earthquake and subsequent aftershocks, for policies issued on or after 24 December 2011.

What next steps should you take?

• You should take all reasonable steps to minimise your expenses and this includes rearranging your journey where possible. By reasonable, we mean appropriate and consistent with the type and standard of arrangements you originally made — 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.
• We will assess your claim under the terms and conditions of your travel insurance policy. If you have a Cancellation only policy, your policy does not include cover for any additional expenses. If you have a Budget policy, please refer to your Policy Wording for the precise benefits covered.
• You will need to submit all receipts for any additional transport, food or accommodation expenses. If you are claiming cancellation or additional expenses you will need to submit all documents showing what your original planned pre-paid arrangements were, along with any receipts and documents showing your new arrangements, and advice from the travel provider indicating the non-refundable portion of the journey.
• Any compensation and/or refunds you receive from a third party (e.g. airline) for transport, food or accommodation will be deducted from any settlement if your claim is accepted.
• Finally, to help New Zealanders avoid difficulties overseas, the New Zealand Ministry of Foreign Affairs and Trade (MFAT) maintains travel advisories for more than 160 destinations overseas via its website www.safetravel.govt.nz. MFAT’s travel advice provides accurate, up-to-date information about the risks New Zealanders might face overseas, assisting you to make well-informed decisions about whether, when and where to travel. We recommend that you stay up-to-date with its destination specific travel advisories for the country of your destination as your travel insurance cover may be affected if you travel to high risk areas or situations. 

Contact us 

If you have any questions or queries, please contact our Allianz Global Assistance Information Hotline on 0800 574 904.

The following information concerns the earthquake and subsequent aftershocks in Christchurch on Friday 23 December 2011 and applies to travel insurance policies issued prior to Saturday 24 December 2011.

 
We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your cover will depend on the type of plan you purchased and your particular circumstances. 

What do you need to know about your policy?

If you are currently travelling:

• If you have started your journey and your transport is delayed or cancelled due to the earthquake and the subsequent aftershocks, there is provision to claim for reasonable additional food, accommodation and travel expenses.
• Limits apply under your policy, and for full details you should refer to the Product Disclosure Statement (PDS) you received when you purchased your travel insurance.
• There is no provision to claim under your policy for cancellation or rearrangement expenses for the utilised portions of your travel arrangements or if they are operating as scheduled.

If you have not yet departed:

• If you have not yet departed, your policy includes cover for cancellation or the rearrangement of your journey (whichever is less), or the unused portions of your journey, if your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the earthquake and subsequent aftershocks. If your pre-booked travel arrangements have not been directly affected and you cancel/rearrange your trip, please submit your claim for consideration.
• 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.
• All travel insurance policies provide cover for unforeseen and unexpected circumstances only. Due to the media coverage of the earthquake and subsequent aftershocks, there is no provision to claim for any expenses relating to the earthquake and subsequent aftershocks, for policies issued on or after 24 December 2011.

What next steps should you take?

• You should take all reasonable steps to minimise your expenses and this includes rearranging your journey where possible. By reasonable, we mean appropriate and consistent with the type and standard of arrangements you originally made — 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.
• We will assess your claim under the terms and conditions of your travel insurance policy. If you have a Cancellation only policy, your policy does not include cover for any additional expenses. If you have a Budget policy, please refer to your Product Disclosure Statement (PDS) for the precise benefits covered.
• You will need to submit all receipts for any additional transport, food or accommodation expenses. If you are claiming cancellation or additional expenses you will need to submit all documents showing what your original planned pre-paid arrangements were, along with any receipts and documents showing your new arrangements, and advice from the travel provider indicating the non-refundable portion of the journey.
• Any compensation and/or refunds you receive from a third party (e.g. airline) for transport, food or accommodation will be deducted from any settlement if your claim is accepted.
• Finally, to help Australians avoid difficulties overseas, the Department of Foreign Affairs and Trade (DFAT) maintains travel advisories for more than 160 destinations overseas via its website www.smarttraveller.gov.au. DFAT’s travel advice provides accurate, up-to-date information about the risks Australians might face overseas, assisting you to make well-informed decisions about whether, when and where to travel. We recommend that you stay up-to-date with its destination specific travel advisories for the country of your destination as your travel insurance cover may be affected if you travel to high risk areas or situations.

Contact us 

If you have any questions or queries, please contact our Allianz Global Assistance Information Hotline on 1300 725 154.

The following information concerns the earthquake and subsequent aftershocks in Christchurch on Friday 23 December 2011 and applies to travel insurance policies issued prior to Saturday 24 December 2011.

 
We will assess all claims in accordance with your Policy Wording and your cover will depend on the type of plan you purchased and your particular circumstances. 

What do you need to know about your policy?

If you are currently travelling:

• If you have started your journey and your transport is delayed or cancelled due to the earthquake and the subsequent aftershocks, there is provision to claim for reasonable additional food, accommodation and travel expenses.
• Limits apply under your policy and for full details you should refer to the Policy Wording you received when you purchased your travel insurance.
• There is no provision to claim under your policy for cancellation or rearrangement expenses for the utilised portions of your travel arrangements or if they are operating as scheduled.

If you have not yet departed:

• If you have not yet departed, your policy includes cover for cancellation or the rearrangement of your journey (whichever is less), or the unused portions of your journey, if your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the earthquake and subsequent aftershocks. If your pre-booked travel arrangements have not been directly affected and you cancel/rearrange your trip, please submit your claim for consideration.
• 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.
• All travel insurance policies provide cover for unforeseen and unexpected circumstances only. Due to the media coverage of the earthquake and subsequent aftershocks, there is no provision to claim for any expenses relating to the earthquake and subsequent aftershocks, for policies issued on or after 24 December 2011.

What next steps should you take?

• You should take all reasonable steps to minimise your expenses and this includes rearranging your journey where possible. By reasonable, we mean appropriate and consistent with the type and standard of arrangements you originally made — 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.
• We will assess your claim under the terms and conditions of your travel insurance policy. If you have a Cancellation only policy, your policy does not include cover for any additional expenses. If you have a Budget policy, please refer to your Policy Wording for the precise benefits covered.
• You will need to submit all receipts for any additional transport, food or accommodation expenses. If you are claiming cancellation or additional expenses you will need to submit all documents showing what your original planned pre-paid arrangements were, along with any receipts and documents showing your new arrangements, and advice from the travel provider indicating the non-refundable portion of the journey.
• Any compensation and/or refunds you receive from a third party (e.g. airline) for transport, food or accommodation will be deducted from any settlement if your claim is accepted.
• Finally, to help New Zealanders avoid difficulties overseas, the New Zealand Ministry of Foreign Affairs and Trade (MFAT) maintains travel advisories for more than 160 destinations overseas via its website www.safetravel.govt.nz. MFAT’s travel advice provides accurate, up-to-date information about the risks New Zealanders might face overseas, assisting you to make well-informed decisions about whether, when and where to travel. We recommend that you stay up-to-date with its destination specific travel advisories for the country of your destination as your travel insurance cover may be affected if you travel to high risk areas or situations. 

Contact us 

If you have any questions or queries, please contact our Allianz Global Assistance Information Hotline on 0800 574 904.

The following information concerns the flooding in Thailand and Cambodia. This advice updates the advice we provided on 10 November 2011. We will consider your claim in light of any relevant previous travel advisories issued by us in relation to the flooding in Thailand and Cambodia, which may apply based on your dates of travel and policy issue date.

For travel insurance policies issued prior to 11 October 2011 for travel from 6 December 2011 the following advice applies:

We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your cover will depend on the type of plan you purchased and your particular circumstances.

What do you need to know about your policy? 

If you are currently travelling:

• If you have started your journey and your transport is delayed or cancelled due to the flooding, there is provision to claim for reasonable additional food, accommodation and travel expenses.
• Limits apply under your policy, and for full details you should refer to the Product Disclosure Statement you received when you purchased your travel insurance.
• There is no provision to claim under your policy for cancellation or rearrangement expenses for the utilised portions of your travel arrangements or if they are operating as scheduled.

If you have not yet departed:

• If you have not yet departed, your policy includes cover for cancellation or the rearrangement of your journey (whichever is less), or the unused portions of your journey, if your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the flooding.
• 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.
• All travel insurance policies provide cover for unforeseen and unexpected circumstances only. Due to the media coverage of the flooding, there is no provision to claim for any expenses relating to the flooding, for policies issued on or after 11 October 2011.

What next steps should you take? 

• You should take all reasonable steps to minimise your expenses and this includes rearranging your journey where possible. 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.
• We will assess your claim under the terms and conditions of your travel insurance policy. If you have a Cancellation only policy, your policy does not include cover for any additional expenses. If you have a Budget policy, please refer to your Product Disclosure Statement (PDS) for the precise benefits covered.
• You will need to submit all receipts for any additional transport, food or accommodation expenses. If you are claiming cancellation or additional expenses you will need to submit all documents showing what your original planned pre-paid arrangements were, along with any receipts and documents showing your new arrangements, and advice from the travel provider indicating the non-refundable portion of the journey.
• Any compensation and/or refunds you receive from a third party (e.g. airline) for transport, food or accommodation will be deducted from any settlement if your claim is accepted.
• Finally, to help Australians avoid difficulties overseas, the Department of Foreign Affairs and Trade (DFAT) maintains travel advisories for more than 160 destinations overseas via its website www.smarttraveller.gov.au. DFAT’s travel advice provides accurate, up-to-date information about the risks Australians might face overseas, assisting you to make well-informed decisions about whether, when and where to travel. We recommend that you stay up-to-date with its destination specific travel advisories for the country of your destination as your travel insurance cover may be affected if you travel to high risk areas or situations.

Contact us

 
If you have any questions or queries, please contact our Allianz Global Assistance Information Hotline on 1300 725 154.

The following information concerns the flooding in Thailand and Cambodia. This advice updates the advice we provided on 10 November 2011. We will consider your claim in light of any relevant previous travel advisories issued by us in relation to the flooding in Thailand and Cambodia, which may apply based on your dates of travel and policy issue date.

For travel insurance policies issued prior to 11 October 2011 for travel from 6 December 2011 the following advice applies:

We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your cover will depend on the type of plan you purchased and your particular circumstances.

What do you need to know about your policy? 

If you are currently travelling:

• If you have started your journey and your transport is delayed or cancelled due to the flooding, there is provision to claim for reasonable additional food, accommodation and travel expenses.
• Limits apply under your policy, and for full details you should refer to the Product Disclosure Statement you received when you purchased your travel insurance.
• There is no provision to claim under your policy for cancellation or rearrangement expenses for the utilised portions of your travel arrangements or if they are operating as scheduled.

If you have not yet departed:

• If you have not yet departed, your policy includes cover for cancellation or the rearrangement of your journey (whichever is less), or the unused portions of your journey, if your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the flooding.
• 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.
• All travel insurance policies provide cover for unforeseen and unexpected circumstances only. Due to the media coverage of the flooding, there is no provision to claim for any expenses relating to the flooding, for policies issued on or after 11 October 2011.

What next steps should you take? 

• You should take all reasonable steps to minimise your expenses and this includes rearranging your journey where possible. 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.
• We will assess your claim under the terms and conditions of your travel insurance policy. If you have a Cancellation only policy, your policy does not include cover for any additional expenses. If you have a Budget policy, please refer to your Product Disclosure Statement (PDS) for the precise benefits covered.
• You will need to submit all receipts for any additional transport, food or accommodation expenses. If you are claiming cancellation or additional expenses you will need to submit all documents showing what your original planned pre-paid arrangements were, along with any receipts and documents showing your new arrangements, and advice from the travel provider indicating the non-refundable portion of the journey.
• Any compensation and/or refunds you receive from a third party (e.g. airline) for transport, food or accommodation will be deducted from any settlement if your claim is accepted.
• Finally, to help New Zealanders avoid difficulties overseas, the New Zealand Ministry of Foreign Affairs and Trade (MFAT) maintains travel advisories for more than 160 destinations overseas via its website www.safetravel.govt.nz. MFAT’s travel advice provides accurate, up-to-date information about the risks New Zealanders might face overseas, assisting you to make well-informed decisions about whether, when and where to travel. We recommend that you stay up-to-date with its destination specific travel advisories for the country of your destination as your travel insurance cover may be affected if you travel to high risk areas or situations.

Contact us

 
If you have any questions or queries, please contact our Allianz Global Assistance Information Hotline on 0800 574 904.

The following information concerns the ongoing strike action by Qantas workers up to and including the cancellation of all Qantas domestic and international flights effective 5pm (AEDT) on Saturday 29 October 2011. This applies to travel insurance policies issued prior to 13 October 2011.

Please note: The strike action event that is the subject of this advisory concluded midnight 1 November 2011 with the re-commencement of all Qantas flights. For all policies issued after this time, and subject to your policy wording, any future strike action will be considered a new event and a further advisory will be issued.

We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your cover will depend on the type of plan you purchased and your particular circumstances.

What do you need to know about your policy? 

If you are currently travelling:

• If you have started your journey and your transport is delayed or cancelled due to the strikes and associated flight cancellations, there is provision to claim for reasonable additional food, accommodation and travel expenses. You must first take advantage of all compensation provided by Qantas, and any such compensation received will be deducted from any settlement should your claim be accepted.
• Limits apply under your policy, and for full details you should refer to the Product Disclosure Statement you received when you purchased your travel insurance.
• There is no provision to claim under your policy for cancellation or rearrangement expenses for the utilised portions of your travel arrangements or if they are operating as scheduled.

If you have not yet departed:

• If you have not yet departed, your policy includes cover for cancellation or the rearrangement of your journey (whichever is less), or the unused portions of your journey, if your pre-booked travel arrangements are cancelled, delayed or rescheduled by the strikes. You must take advantage of the compensation, reimbursement or rescheduling provided by Qantas before undertaking any new arrangements.
• 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.
• All travel insurance policies provide cover for unforeseen and unexpected circumstances only. Due to the extensive media coverage of the strike action by Qantas employees, there is no cover for any expenses relating to the strikes and associated flight cancellations for policies issued on or after 13 October 2011. All customers regardless of the purchase date of their policy are welcome to submit a claim for consideration. 

What next steps should you take? 

• Any compensation and/or refunds you receive from Qantas for transport, food or accommodation will be deducted from any settlement, if your claim is accepted. Please refer to the Qantas website for further information:http://www.qantas.com.au/travel/airlines/disruptions/global/en.
• You should take all reasonable steps to minimise your expenses and this includes rearranging your journey where possible. Re-arrangements to your journey should be consistent with the type and standard of arrangements you originally made. 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.
• Please submit your travel insurance claim with relevant supporting documentation.
• We will assess your claim under the terms and conditions of your travel insurance policy. If you have a Cancellation only policy, your policy does not include cover for any additional expenses. If you have a Budget policy, please refer to your Product Disclosure Statement (PDS) for the precise benefits covered.
• You will need to submit all receipts for any additional transport, food or accommodation expenses. If you are claiming cancellation or additional expenses you will need to submit all documents showing what your original planned pre-paid arrangements were, along with any receipts and documents showing your new arrangements, and advice from the travel provider indicating the non-refundable portion of the journey.
• Finally, to help Australians avoid difficulties overseas, the Department of Foreign Affairs and Trade (DFAT) maintains travel advisories for more than 160 destinations overseas via its website www.smarttraveller.gov.au. DFAT’s travel advice provides accurate, up-to-date information about the risks Australians might face overseas, assisting you to make well-informed decisions about whether, when and where to travel. We recommend that you stay up-to-date with its destination specific travel advisories for the country of your destination as your travel insurance cover may be affected if you travel to high risk areas or situations.

Contact us

The following information concerns the ongoing strike action by Qantas workers up to and including the cancellation of all Qantas domestic and international flights effective 8pm (NZDT) on Saturday 29 October 2011. This applies to travel insurance policies issued prior to 13 October 2011.

Please note: The strike action event that is the subject of this advisory concluded midnight 1 November 2011 with the re-commencement of all Qantas flights. For all policies issued after this time, and subject to your policy wording, any future strike action will be considered a new event and a further advisory will be issued.

We will assess all claims in accordance with your Policy Wording and your cover will depend on the type of plan you purchased and your particular circumstances.
What do you need to know about your policy?

If you are currently travelling:

• If you have started your journey and your transport is delayed or cancelled due to the strikes, there is provision to claim for reasonable additional food, accommodation and travel expenses. You must first take advantage of all compensation provided by Qantas, and any such compensation will be deducted from any settlement should your claim be accepted.
• Limits apply under your policy, and for full details you should refer to the Product Disclosure Statement you received when you purchased your travel insurance.
• There is no provision to claim under your policy for cancellation or rearrangement expenses for the utilised portions of your travel arrangements or if they are operating as scheduled. 

• If you have not yet departed, your policy includes cover for cancellation or the rearrangement of your journey (whichever is less), or the unused portions of your journey, if your pre-booked travel arrangements are cancelled, delayed or rescheduled by the strikes.
• For all policies with a Cancellation benefit, if you have pre-booked travel arrangements and it is more cost effective to purchase a new airline ticket with an alternative carrier than cancelling your travel arrangements, there is cover to do this. You must take advantage of the compensation, reimbursement or rescheduling provided by Qantas before undertaking the new arrangements.
• 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.
• All travel insurance policies provide cover for unforeseen and unexpected circumstances only. Due to the extensive media coverage of the strike action by Qantas employees, there is no cover for any expenses relating to the strikes for policies issued on or after 13 October 2011. All customers regardless of the purchase date of their policy are welcome to submit a claim for consideration. 

What next steps should you take?

• Any compensation and/or refunds you receive from Qantas for transport, food or accommodation will be deducted from any settlement, if your claim is accepted. Please refer to the Qantas website for further information: http://www.qantas.com.au/travel/airlines/disruptions/global/en.
• You should take all reasonable steps to minimise your expenses and this includes rearranging your journey where possible. Re-arrangements to your journey should be consistent with the type and standard of arrangements you originally made. 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.
• Please submit your travel insurance claim with relevant supporting documentation.
• We will assess your claim under the terms and conditions of your travel insurance policy. If you have a Cancellation only policy, your policy does not include cover for any additional expenses. If you have a Budget policy, please refer to your Product Disclosure Statement (PDS) for the precise benefits covered.
• You will need to submit all receipts for any additional transport, food or accommodation expenses. If you are claiming cancellation or additional expenses you will need to submit all documents showing what your original planned pre-paid arrangements were, along with any receipts and documents showing your new arrangements, and advice from the travel provider indicating the non-refundable portion of the journey.
• Finally, to help New Zealanders avoid difficulties overseas, the New Zealand Ministry of Foreign Affairs and Trade (MFAT) maintains travel advisories for more than 160 destinations overseas via its website www.safetravel.govt.nz. MFAT’s travel advice provides accurate, up-to-date information about the risks New Zealanders might face overseas, assisting you to make well-informed decisions about whether, when and where to travel. We recommend that you stay up-to-date with its destination specific travel advisories for the country of your destination as your travel insurance cover may be affected if you travel to high risk areas or situations.

Contact us

The following questions and answers relate to the travel insurance cover that Allianz Global Assistance policies—purchased before 13 October 2011—are providing to Australians affected by flights disruption caused by the ongoing strike action by Qantas workers up to and including the cancellation of all Qantas domestic and international flights effective 5pm (AEDT) on Saturday 29 October 2011. 

Please note: We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your cover will depend on the type of plan you purchased and your particular circumstances. The following information should be read in conjunction with your PDS. If at any time there appears an inconsistency in the information provided the terms of your PDS take precedent.

Q: If I am stranded overseas and unable to board my flight to Australia, will Allianz Global Assistance cover the cost of additional accommodation/hotel expenses while I wait for a flight home?

A: At this time we understand that Qantas is providing accommodation and meal allowances to all affected passengers until flights resume. All customers should take advantage of the compensation provided by Qantas prior to submitting a claim for expenses they incur. Further information can be obtained from the Qantas website at http://www.qantas.com.au/travel/airlines/disruptions/global/en.

If there is a gap between the expenses you have incurred and the amount refundable from Qantas, Allianz Global Assistance will cover your reasonable accommodation expenses while you wait for your flight home. We want to help so by reasonable we mean the same standard of accommodation that you have been paying for as part of your trip so far.

Q: If I am stranded overseas and unable to board my flight to Australia with Qantas will Allianz Global Assistance cover the cost of a new flight home?

A: At this time, we understand that Qantas is providing accommodation and meal allowances to all affected passengers until flights resume. All customers should take advantage of the compensation provided by Qantas prior to submitting a claim for expenses they incur. Further information can be obtained from the

Qantas website at http://www.qantas.com.au/travel/airlines/disruptions/global/en. 

In addition, Qantas are attempting to rebook customers with alternate carriers so that they can return home. 

If it is necessary for you to return home immediately and Qantas is unable to assist you in obtaining a new flight, Allianz Global Assistance will cover the reasonable cost of purchasing a new ticket for you to return home at the same fare class you were originally travelling on in accordance with the terms of your PDS.

Q: What if I have run out of money and my credit card is ‘maxed’ and I am unable to pay for additional accommodation?

A: Allianz Global Assistance can help by acting as guarantor with your hotel or other accommodation provider for your accommodation while you are unable to board your flight.

All customers should take advantage of the compensation provided by Qantas prior to submitting a claim for expenses they incur. Further information can be obtained from the Qantas website at http://www.qantas.com.au/travel/airlines/disruptions/global/en.

If there is a gap between the expenses you have incurred and the amount refundable from Qantas, Allianz Global Assistance will cover your reasonable expenses up to the applicable policy limit while you wait for your flight home.

Q: What about food and living expenses—will you cover that as well?

A: Some of our policies do provide for additional expenses of up to $200 per day for reasonable living expenses—always in these cases we urge you to keep all your receipts that you need to substantiate your claim with us.

All customers should take advantage of the compensation provided by Qantas prior to submitting a claim for expenses they incur. Further information can be obtained from the Qantas website at http://www.qantas.com.au/travel/airlines/disruptions/global/en.

If there is a gap between the expenses you have incurred and the amount refundable from Qantas, Allianz Global Assistance will cover your reasonable expenses up to the applicable policy limit while you wait for your flight home.

Q: If I am hoping to fly this week for the start of a dream holiday and my flight is cancelled indefinitely or until further notice, will Allianz Global Assistance cover the cost of my cancelled flight and all the accommodation and tours I had booked?

A: Qantas has advised that all flight costs are refundable by them. You should first seek a refund from Qantas for the costs associated with the cancellation of your flights. Further information can be obtained from the Qantas website at http://www.qantas.com.au/travel/airlines/disruptions/global/en.

Allianz Global Assistance will cover the cancellation expenses not refundable by Qantas including the costs of ongoing travel and tour arrangements in accordance with the terms of your PDS.

All customers should look where possible to rearrange their journey if this cost is less than the cost to cancel their entire journey.

Q: If I am hoping to fly this week for the start of a dream holiday and my flight is cancelled indefinitely or until further notice, will Allianz Global Assistance cover the cost of a new flight for me to reach my pre-booked travel and tour arrangements?

A: Qantas has advised where possible they will attempt to reschedule people on to alternate flights to commence their journey. If this is not possible Allianz Global Assistance will cover the reasonable costs associated with purchasing new air tickets through a different carrier if this cost is less than the cost of cancelling your entire trip in accordance with the terms of your PDS. 

Q: What else should I be aware of?

A: If you wish to check the detail of your policy coverage, we encourage you to read the Product Disclosure Statement that you received when you purchased your policy. This will give you more detail about what your policy provides cover for and what it does not.

When you call us to discuss your travel options and policy cover, it would be useful for you to have a copy of your travel itinerary with you—this will save time in assessing the best next steps for you.

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

With your claim, you will need to submit all receipts for any additional accommodation and transport expenses. If you are claiming cancellation or additional expenses you will need to submit all documents showing what your original planned pre-paid arrangements were, along  with any receipts and documents showing your new arrangements and advice from the travel provider indicating the non-refundable portion of the journey.

With all claims you will need to provide evidence that you have first submitted a claim with Qantas and provide all details of any settlement they have provided to you.

Allianz Global Assistance has a 24 hour emergency assistance number for you to call if you need help—it is +61 7 3305 7499 reverse charge or 1800 010 075 free call within Australia.
Or you can email us on travelclaims@allianz-assistance.com.au.

The following questions and answers relate to the travel insurance cover that Allianz Global Assistance policies—purchased before 13 October 2011—are providing to New Zealanders affected by flights disruption caused by the ongoing strike action by Qantas workers up to and including the cancellation of all Qantas domestic and international flights effective 8pm (NZDT) on Saturday 29 October 2011.

Please note: We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your cover will depend on the type of plan you purchased and your particular circumstances. The following information should be read in conjunction with your PDS. If at any time there appears an inconsistency in the information provided the terms of your PDS take precedent.

Q: If I am stranded overseas and unable to board my flight to New Zealand, will Allianz Global Assistance cover the cost of additional accommodation/hotel expenses while I wait for a flight home?

A: At this time we understand that Qantas is providing accommodation and meal allowances to all affected passengers until flights resume. All customers should take advantage of the compensation provided by Qantas prior to submitting a claim for expenses they incur. Further information can be obtained from the Qantas website at http://www.qantas.com.au/travel/airlines/disruptions/global/en.

If there is a gap between the expenses you have incurred and the amount refundable from Qantas, Allianz Global Assistance will cover your reasonable accommodation expenses while you wait for your flight home. We want to help so by reasonable we mean the same standard of accommodation that you have been paying for as part of your trip so far.

Q: If I am stranded overseas and unable to board my flight to New Zealand with Qantas will Allianz Global Assistance cover the cost of a new flight home?

A: At this time, we understand that Qantas is providing accommodation and meal allowances to all affected passengers until flights resume. All customers should take advantage of the compensation provided by Qantas prior to submitting a claim for expenses they incur. Further information can be obtained from the Qantas website at http://www.qantas.com.au/travel/airlines/disruptions/global/en.

In addition, Qantas are attempting to rebook customers with alternate carriers so that they can return home.

If it is necessary for you to return home immediately and Qantas is unable to assist you in obtaining a new flight, Allianz Global Assistance will cover the reasonable cost of purchasing a new ticket for you to return home at the same fare class you were originally travelling on in accordance with the terms of your Policy Wording.

Q: What if I have run out of money and my credit card is ‘maxed’ and I am unable to pay for additional accommodation? 

A: Allianz Global Assistance can help by acting as guarantor with your hotel or other accommodation provider for your accommodation while you are unable to board your flight.

All customers should take advantage of the compensation provided by Qantas prior to submitting a claim for expenses they incur. Further information can be obtained from the Qantas website at http://www.qantas.com.au/travel/airlines/disruptions/global/en.

If there is a gap between the expenses you have incurred and the amount refundable from Qantas, Allianz Global Assistance will cover your reasonable expenses up to the applicable policy limit while you wait for your flight home.

Q: What about food and living expenses—will you cover that as well?

A: Some of our policies do provide for additional expenses of up to $200 per day for reasonable living expenses—always in these cases we urge you to keep all your receipts that you need to substantiate your claim with us.

All customers should take advantage of the compensation provided by Qantas prior to submitting a claim for expenses they incur. Further information can be obtained from the Qantas website at http://www.qantas.com.au/travel/airlines/disruptions/global/en.

If there is a gap between the expenses you have incurred and the amount refundable from Qantas, Allianz Global Assistance will cover your reasonable expenses up to the applicable policy limit while you wait for your flight home.

Q: If I am hoping to fly this week for the start of a dream holiday and my flight is cancelled indefinitely or until further notice, will Allianz Global Assistance cover the cost of my cancelled flight and all the accommodation and tours I had booked?

A: Qantas has advised that all flight costs are refundable by them. You should first seek a refund from Qantas for the costs associated with the cancellation of your flights. Further information can be obtained from the Qantas website at http://www.qantas.com.au/travel/airlines/disruptions/global/en.

Allianz Global Assistance will cover the cancellation expenses not refundable by Qantas including the costs of ongoing travel and tour arrangements in accordance with the terms of your Policy Wording.

All customers should look where possible to rearrange their journey if this cost is less than the cost to cancel their entire journey.

Q: If I am hoping to fly this week for the start of a dream holiday and my flight is cancelled indefinitely or until further notice, will Allianz Global

Assistance cover the cost of a new flight for me to reach my pre-booked travel and tour arrangements?

A: Qantas has advised where possible they will attempt to reschedule people on to alternate flights to commence their journey. If this is not possible Allianz Global Assistance will cover the reasonable costs associated with purchasing new air tickets through a different carrier if this cost is less than the cost of cancelling your entire trip in accordance with the terms of your Policy Wording. 

Q: What else should I be aware of?

A: If you wish to check the detail of your policy coverage, we encourage you to read the Policy Wording that you received when you purchased your policy. This will give you more detail about what your policy provides cover for and what it does not.

When you call us to discuss your travel options and policy cover, it would be useful for you to have a copy of your travel itinerary with you—this will save time in assessing the best next steps for you.

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

With your claim, you will need to submit all receipts for any additional accommodation and transport expenses. If you are claiming cancellation or additional expenses you will need to submit all documents showing what your original planned pre-paid arrangements were, along with any receipts and documents showing your new arrangements and advice from the travel provider indicating the non-refundable portion of the journey.

With all claims you will need to provide evidence that you have first submitted a claim with Qantas and provide all details of any settlement they have provided to you.

Allianz Global Assistance has a 24 hour emergency assistance number for you to call if you need help—it is +61 7 3305 7499 reverse charge or 0800 778 103 free call within New Zealand.
Or you can email us on travelclaims@allianz-assistance.co.nz. 

The following information concerns the strike action by Australian Customs officers from midnight Wednesday 26 October 2011 and any subsequent strike action. This applies to travel insurance policies issued before 10.00am (est) 26 October 2011.

We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your cover will depend on the type of plan you purchased and your particular circumstances.
What do you need to know about your policy?

If you are currently travelling:

• If you have started your journey and your transport is delayed or cancelled due to the strikes, there is provision to claim for reasonable additional food, accommodation and travel expenses.
• Limits apply under your policy, and for full details you should refer to the Product Disclosure Statement you received when you purchased your travel insurance.
• There is no provision to claim under your policy for cancellation or rearrangement expenses for the utilised portions of your travel arrangements or if they are operating as scheduled.

If you have not yet departed:

• If you have not yet departed, your policy includes cover for cancellation or the rearrangement of your journey (whichever is less), or the unused portions of your journey, if your pre-booked travel arrangements are cancelled, delayed or rescheduled by the strikes.
• 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.
• All travel insurance policies provide cover for unforeseen and unexpected circumstances only. Due to the media coverage of the strike action by Australian Customs officers, there is no provision to claim for any expenses relating to the strikes for policies issued after 10.00am (est) 26 October 2011.

What next steps should you take?

• You should take all reasonable steps to minimise your expenses and this includes rearranging your journey where possible. Re-arrangements to your journey should be consistent with the type and standard of arrangements you originally made. 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.
• Please submit your travel insurance claim with relevant supporting documentation to us for consideration.
• We will assess your claim under the terms and conditions of your travel insurance policy. If you have a Cancellation only policy, your policy does not include cover for any additional expenses. If you have a Budget policy, please refer to your Product Disclosure Statement (PDS) for the precise benefits covered.
• You will need to submit all receipts for any additional transport, food or accommodation expenses. If you are claiming cancellation or additional expenses you will need to submit all documents showing what your original planned pre-paid arrangements were, along with any receipts and documents showing your new arrangements, and advice from the travel provider indicating the non-refundable portion of the journey.
• Any compensation and/or refunds you receive from a third party (e.g. airline) for transport, food or accommodation will be deducted from any settlement if your claim is accepted.
• Finally, to help Australians avoid difficulties overseas, the Department of Foreign Affairs and Trade (DFAT) maintains travel advisories for more than 160 destinations overseas via its website www.smarttraveller.gov.au. DFAT’s travel advice provides accurate, up-to-date information about the risks Australians might face overseas, assisting you to make well-informed decisions about whether, when and where to travel. We recommend that you stay up-to-date with its destination specific travel advisories for the country of your destination as your travel insurance cover may be affected if you travel to high risk areas or situations.

Contact us

If you have any questions or queries, please contact our Allianz Global Assistance Information Hotline on 1300 725 154.

The following information concerns the strike action by Australian Customs officers from midnight Wednesday 26 October 2011and any subsequent strike action. This applies to travel insurance policies issued before 1.00pm (NZ) 26 October 2011.

We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your cover will depend on the type of plan you purchased and your particular circumstances.
What do you need to know about your policy?

If you are currently travelling:

• If you have started your journey and your transport is delayed or cancelled due to the strikes, there is provision to claim for reasonable additional food, accommodation and travel expenses.
• Limits apply under your policy, and for full details you should refer to the Product Disclosure Statement you received when you purchased your travel insurance.
• There is no provision to claim under your policy for cancellation or rearrangement expenses for the utilised portions of your travel arrangements or if they are operating as scheduled.

If you have not yet departed:

• If you have not yet departed, your policy includes cover for cancellation or the rearrangement of your journey (whichever is less), or the unused portions of your journey, if your pre-booked travel arrangements are cancelled, delayed or rescheduled by the strikes.
• 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.
• All travel insurance policies provide cover for unforeseen and unexpected circumstances only. Due to the media coverage of the strike action by Australian Customs officers, there is no provision to claim for any expenses relating to the strikes for policies issued after 1.00pm (NZ) 26 October 2011.

What next steps should you take?

• You should take all reasonable steps to minimise your expenses and this includes rearranging your journey where possible. Re-arrangements to your journey should be consistent with the type and standard of arrangements you originally made. 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.
• Please submit your travel insurance claim with relevant supporting documentation.
• We will assess your claim under the terms and conditions of your travel insurance policy. If you have a Cancellation only policy, your policy does not include cover for any additional expenses. If you have a Budget policy, please refer to your Product Disclosure Statement (PDS) for the precise benefits covered.
• You will need to submit all receipts for any additional transport, food or accommodation expenses. If you are claiming cancellation or additional expenses you will need to submit all documents showing what your original planned pre-paid arrangements were, along with any receipts and documents showing your new arrangements, and advice from the travel provider indicating the non-refundable portion of the journey.
• Any compensation and/or refunds you receive from a third party (e.g. airline) for transport, food or accommodation will be deducted from any settlement if your claim is accepted.

• Finally, to help New Zealanders avoid difficulties overseas, the New Zealand Ministry of Foreign Affairs and Trade (MFAT) maintains travel advisories for more than 160 destinations overseas via its website www.safetravel.govt.nz. MFAT’s travel advice provides accurate, up-to-date information about the risks Australians might face overseas, assisting you to make well-informed decisions about whether, when and where to travel. We recommend that you stay up-to-date with its destination specific travel advisories for the country of your destination as your travel insurance cover may be affected if you travel to high risk areas or situations.

Contact us

• If you have any questions or queries, please contact our Allianz Global Assistance Information Hotline on 0800 574 904.

   

The following information concerns the Chilean ash clouds commencing on Monday 17 October 2011. This applies to all travel insurance policies issued prior to 17 October 2011.

We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your cover will depend on the type of plan you purchased and your particular circumstances.

What do you need to know about your policy?

If you are currently travelling:

• If you have started your journey and your transport is delayed or cancelled due to the Chilean ash clouds, there is provision to claim for reasonable additional food, accommodation and travel expenses.

• Limits apply under your policy, and for full details you should refer to the Product Disclosure Statement you received when you purchased your travel insurance. 

• There is no provision to claim under your policy for cancellation or rearrangement expenses for the utilised portions of your travel arrangements or if they are operating as scheduled.

If you have not yet departed:

• If you have not yet departed, your policy includes cover for cancellation or the rearrangement of your journey (whichever is less), or the unused portions of your journey, if your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the Chilean ash clouds.

• 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. 

• All travel insurance policies provide cover for unforeseen and unexpected circumstances only. Due to the extensive media coverage of the Chilean ash clouds, there is no provision to claim for any expenses relating to the Chilean ash clouds for policies issued on or after 17 October 2011.

What next steps should you take?

• You should take all reasonable steps to minimise your expenses and this includes rearranging your journey where possible. Re-arrangemet to your journey should be consistent with the type and standard of arrangements you originally made. 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.

• Please submit your travel insurance claim with relevant supporting documentation.  

• We will assess your claim under the terms and conditions of your travel insurance policy. If you have a Cancellation only policy, your policy does not include cover for any additional expenses. If you have a Budget policy, please refer to your Product Disclosure Statement (PDS) for the precise benefits covered. 

• You will need to submit all receipts for any additional transport, food or accommodation expenses. If you are claiming cancellation or additional expenses you will need to submit all documents showing what your original planned pre-paid arrangements were, along with any receipts and documents showing your new arrangements, and advice from the travel provider indicating the non-refundable portion of the journey.

• Any compensation and/or refunds you receive from a third party (e.g. airline) for transport, food or accommodation will be deducted from any settlement if your claim is accepted.

• Finally, to help Australians avoid difficulties overseas, the Department of Foreign Affairs and Trade (DFAT) maintains travel advisories for more than 160 destinations overseas via its website www.smarttraveller.gov.au. DFAT’s travel advice provides accurate, up-to-date information about the risks Australians might face overseas, assisting you to make well-informed decisions about whether, when and where to travel. We recommend that you stay up-to-date with its destination specific travel advisories for the country of your destination as your travel insurance cover may be affected if you travel to high risk areas or situations.

Contact us

If you have any questions or queries, please contact our Allianz Global Assistance Information Hotline on 1300 725 154.

The following information concerns the Chilean ash clouds commencing on Monday 17 October 2011. This applies to all travel insurance policies issued prior to 17 October 2011.

We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your cover will depend on the type of plan you purchased and your particular circumstances.

What do you need to know about your policy?

If you are currently travelling:

• If you have started your journey and your transport is delayed or cancelled due to the Chilean ash clouds, there is provision to claim for reasonable additional food, accommodation and travel expenses.

• Limits apply under your policy, and for full details you should refer to the Product Disclosure Statement you received when you purchased your travel insurance. 

• There is no provision to claim under your policy for cancellation or rearrangement expenses for the utilised portions of your travel arrangements or if they are operating as scheduled.

If you have not yet departed:

• If you have not yet departed, your policy includes cover for cancellation or the rearrangement of your journey (whichever is less), or the unused portions of your journey, if your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the Chilean ash clouds.

• 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. 

• All travel insurance policies provide cover for unforeseen and unexpected circumstances only. Due to the extensive media coverage of the Chilean ash clouds, there is no provision to claim for any expenses relating to the Chilean ash clouds for policies issued on or after 17 October 2011.

What next steps should you take?

• You should take all reasonable steps to minimise your expenses and this includes rearranging your journey where possible. Re-arrangemet to your journey should be consistent with the type and standard of arrangements you originally made. 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.

• Please submit your travel insurance claim with relevant supporting documentation.  

• We will assess your claim under the terms and conditions of your travel insurance policy. If you have a Cancellation only policy, your policy does not include cover for any additional expenses. If you have a Budget policy, please refer to your Product Disclosure Statement (PDS) for the precise benefits covered. 

• You will need to submit all receipts for any additional transport, food or accommodation expenses. If you are claiming cancellation or additional expenses you will need to submit all documents showing what your original planned pre-paid arrangements were, along with any receipts and documents showing your new arrangements, and advice from the travel provider indicating the non-refundable portion of the journey.

• Any compensation and/or refunds you receive from a third party (e.g. airline) for transport, food or accommodation will be deducted from any settlement if your claim is accepted.

• Finally, to help New Zealanders avoid difficulties overseas, the New Zealand Ministry of Foreign Affairs and Trade (MFAT) maintains travel advisories for more than 160 destinations overseas via its website www.safetravel.govt.nz. MFAT’s travel advice provides accurate, up-to-date information about the risks Australians might face overseas, assisting you to make well-informed decisions about whether, when and where to travel. We recommend that you stay up-to-date with its destination specific travel advisories for the country of your destination as your travel insurance cover may be affected if you travel to high risk areas or situations.

Contact us

If you have any questions or queries, please contact our Allianz Global Assistance Information Hotline on 0800 574 904. 

The following information concerns Hurricane Irene and applies to all policies issued prior to 9am (EST) Friday 26 August 2011.

We will assess all claims in accordance with your Product Disclosure Statement (PDS), and cover will depend on the type of plan you purchased. The following advice relates to Comprehensive travel insurance policies.

What do you need to know about your policy?

If you have not yet departed:

• Your policy includes cover for cancellation of your journey, or the unused portions of your journey, when as a result of Hurricane Irene:

  • your scheduled transport services have been cancelled

  • your accommodation has been declared uninhabitable

  • you are unable to reach your accommodation or destination.

If you are currently travelling:

• Your policy includes cover for reasonable additional travel and accommodation expenses when as a result of Hurricane Irene:

  • your journey is disrupted

  • scheduled transport services have been cancelled, delayed, shortened or diverted.

• There is no cover to claim under your policy for cancellation or rearrangement expenses for the used portions of your travel arrangements or if your travel arrangements are operating as scheduled.

• If you need medical advice or emergency medical assistance please contact our 24-hour Emergency Assistance team on +61 7 3305 7499 reverse charge or 1800 010 075 free-call within Australia.

General information

There is no cover for cancellation, rearrangement or additional expenses for policies issued after 9am (EST) Friday 26 August 2011 if the cancellation or rearrangement arises as a result of Hurricane Irene.

What next steps should you take?

• If you wish to cancel or amend your pre-booked travel arrangements as a result of Hurricane Irene, we recommend you contact your travel agent or travel provider regarding the best option in altering your trip. We understand some airlines are providing penalty-free options to amend travel arrangements, so we also recommend you contact your airline for further details.

• To help Australians avoid difficulties overseas, the Department of Foreign Affairs and Trade maintains travel advisories for more than 160 destinations overseas via their website www.smartraveller.gov.au. Their travel advice provides accurate, up-to-date information about the risks Australians might face overseas, assisting you to make well-informed decisions about whether, when and where to travel. We recommend that you stay up-to-date with their destination-specific travel advisories for the country of your destination as your travel insurance cover may be affected if you travel to high risk areas or situations.

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

• It is important to read the Product Disclosure Statement (PDS) you received when you purchased your travel insurance policy. This will give you more information about what your policy provides cover for and what it does not.

• If you have a claim, please submit a claim form with all relevant supporting documentation to us for consideration. 

• You will need to submit all receipts for any additional expenses. If 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 portions of your journey.

• 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.

Contact us

If you have questions or queries, please contact our Information Hotline on 1800 012 234.

The following information concerns Hurricane Irene and applies to all policies issued prior to 9am (NZST) Friday 26 August 2011.

We will assess all claims in accordance with your Policy Wording, and cover will depend on the type of plan you purchased. The following advice relates to Comprehensive travel insurance policies.

What do you need to know about your policy?

If you have not yet departed:

• Your policy includes cover for cancellation of your journey, or the unused portions of your journey, when as a result of the Hurricane Irene: 

  •  your scheduled transport services have been cancelled

  • your accommodation has been declared uninhabitable

  • you are unable to reach your accommodation or destination.

 If you are currently travelling:

• Your policy includes cover for reasonable additional travel and accommodation expenses when as a result of the Hurricane Irene:

  • your journey is disrupted

  • scheduled transport services have been cancelled, delayed, shortened or diverted.

• There is no cover to claim under your policy for cancellation or rearrangement expenses for the used portions of your travel arrangements or if your travel arrangements are operating as scheduled.

• If you need medical advice or emergency medical assistance please contact our 24-hour Emergency Assistance team on +61 7 3305 7499 reverse charge or  0800 574 904 free-call within New Zealand.

General information

• There is no cover for cancellation, rearrangement or additional expenses for policies issued after 9am (NZST) Friday 26 August 2011 if the cancellation or rearrangement arises as a result of Hurricane Irene.

What next steps should you take?

• If you wish to cancel or amend your pre-booked travel arrangements as a result of Hurricane Irene we recommend you contact your travel agent or travel provider regarding the best option in altering your trip. We understand some airlines are providing penalty-free options to amend travel arrangements, so we also recommend you contact your airline for further details.

• To help New Zealanders avoid difficulties overseas, the New Zealand Ministry of Foreign Affairs and Trade maintains travel advisories for more than 160 destinations overseas via their website www.safetravel.govt.nz. Their travel advice provides accurate, up-to-date information about the risks New Zealanders might face overseas, assisting you to make well-informed decisions about whether, when and where to travel. We recommend that you stay up-to-date with their destination-specific travel advisories for the country of your destination as your travel insurance cover may be affected if you travel to high risk areas or situations.

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

• It is important to read the Policy Wording you received when you purchased your travel insurance policy. This will give you more information about what your policy provides cover for and what it does not.

• If you have a claim, please submit a claim form with all relevant supporting documentation to us for consideration. 

• You will need to submit all receipts for any additional expenses. If 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 portions 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.

Contact us

If you have questions or queries, please contact our Information Hotline on 0800 574 904.

The following information concerns the grounding of Tiger Airlines flights by the Civil Aviation Safety Authority (CASA) commencing Saturday 2 July 2011.This advice applies to policies issued on or before Friday 1 July 2011.

We will assess all claims in accordance with your Product Disclosure Statement (PDS), and cover will depend on the type of plan you purchased.

What do you need to know about your policy?

On or after the start date of your policy, your policy provides cover for the reasonable cost of alternate travel expenses to reach the following events if your scheduled transport is cancelled, delayed, shortened or diverted and that means you would not arrive on time to that event:

• wedding

• funeral

• conference

• sporting event

• prepaid travel/tour arrangements.

If you are currently travelling, your policy also provides cover for the reasonable costs of meals and accommodation if you are delayed for more than six hours.

Please note that policy sub limits may apply that restricts the total amount payable for the above expenses. We recommend that you read your Product Disclosure Statement for further details.

There is no cover under the policy for the following expenses that arise as a result of the grounding of Tiger Airlines flights:

• cancellation fees and lost deposits

• alternate transport expenses if you are on the homeward leg of your journey.

General information

• There is no cover under any section of the policy for policies issued after Friday 1 July 2011 if the expenses arise from the grounding of Tiger Airlines flights.

What next steps should you take?

• If you wish to cancel or amend your pre-booked travel arrangements we recommend you contact your travel agent or travel provider regarding the best option in altering your trip. We understand the airline is providing penalty-free options to amend travel arrangements, so we also recommend you contact your airline for further details.

• To help Australians avoid difficulties overseas, the Department of Foreign Affairs and Trade maintains travel advisories for more than 160 destinations overseas via their Travel Insurance information on Tiger Airlines Flight Disruption, Australia, 2 July 2011 website www.smartraveller.gov.au. Their travel advice provides accurate, up-to-date information about the risks Australians might face overseas, assisting you to make wellinformed decisions about whether, when and where to travel. We recommend that you stay up-to-date with their destination-specific travel advisories for the country of your destination as your travel insurance cover may be affected if you travel to high risk areas or situations.

• You should take all reasonable steps to minimise your expenses.

• It is important to read the Product Disclosure Statement (PDS) you received when you purchased your travel insurance policy. This will give you more information about what your policy provides cover for and what it does not.

• If you have a claim, please submit a claim form with all relevant supporting documentation to us for consideration.

• You will need to submit all receipts all expenses. If you are claiming alternate transport or travel delay 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 portions of your journey.

• 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.
  

Contact us

If you have questions or queries, please contact our Information Hotline on 1800 012 234.

The following information concerns the grounding of Tiger Airlines flights by the Civil Aviation Safety Authority (CASA) commencing Saturday 2 July 2011.This advice applies to policies issued on or before Friday 1 July 2011.

We will assess all claims in accordance with your Product Disclosure Statement (PDS), and cover will depend on the type of plan you purchased.

What do you need to know about your policy?

On or after the start date of your policy, your policy provides cover for the reasonable cost of alternate travel expenses to reach the following events if your scheduled transport is cancelled, delayed, shortened or diverted and that means you would not arrive on time to that event:

• wedding

• funeral

• conference

• sporting event

• prepaid travel/tour arrangements.

If you are currently travelling, your policy also provides cover for the reasonable costs of meals and accommodation if you are delayed for more than six hours.

Please note that policy sub limits may apply that restricts the total amount payable for the above expenses. We recommend that you read your Product Disclosure Statement for further details.

There is no cover under the policy for the following expenses that arise as a result of the grounding of Tiger Airlines flights:

• cancellation fees and lost deposits

• alternate transport expenses if you are on the homeward leg of your journey.

General information

• There is no cover under any section of the policy for policies issued after Friday 1 July 2011 if the expenses arise from the grounding of Tiger Airlines flights.

What next steps should you take?

• If you wish to cancel or amend your pre-booked travel arrangements we recommend you contact your travel agent or travel provider regarding the best option in altering your trip. We understand the airline is providing penalty-free options to amend travel arrangements, so we also recommend you contact your airline for further details.

• To help New Zealanders avoid difficulties overseas, the New Zealand Ministry of Foreign Affairs and Trade maintains travel advisories for more than 160 destinations overseas via their website www.safetravel.govt.nz. Their travel advice provides accurate, up-to-date information about the risks New Zealanders might face overseas, assisting you to make wellinformed decisions about whether, when and where to travel. We recommend that you stay up-to-date with their destination-specific travel advisories for the country of your destination as your travel insurance cover may be affected if you travel to high risk areas or situations.

• You should take all reasonable steps to minimise your expenses.

• It is important to read the Policy Wording received when you purchased your travel insurance policy. This will give you more information about what your policy provides cover for and what it does not.

• If you have a claim, please submit a claim form with all relevant supporting documentation to us for consideration.

• You will need to submit all receipts all expenses. If you are claiming alternate transport or travel delay 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 portions of your journey.

• 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.

Contact us

If you have questions or queries, please contact our Information Hotline on 0800 574 904.

The following information concerns the earthquakes and subsequent aftershocks in Christchurch on Monday 13 June 2011 and applies to travel insurance policies issued prior to Tuesday 14 June 2011.

If you wish to cancel or amend your pre-booked travel arrangements as a result of the earthquake, we recommend you contact your travel agent or travel provider regarding the best option in altering your trip. We understand some airlines are providing penalty-free options to amend travel arrangements, so we also recommend you contact your airline for further details.

We will assess all claims in accordance with your Product Disclosure Statement (PDS), and cover will depend on the type of plan you purchased. The following advice relates to Comprehensive travel insurance policies.

What do you need to know about your policy?

If you have not yet departed:

• Your policy includes cover for cancellation of your journey, or the unused portions of your journey, when as a result of the earthquakes and subsequent aftershocks:

• your scheduled transport services have been cancelled

• your accommodation has been declared uninhabitable

• you are unable to reach your accommodation or destination.

• If you have not yet departed, we may cover the costs to rearrange your journey to depart at a later date if this is your preferred option so long as these costs are less than the costs to cancel your journey.

If you are currently travelling:

• Your policy includes cover for reasonable additional travel and accommodation expenses when as a result of the earthquakes and subsequent aftershocks:

  • scheduled transport services have been cancelled, delayed, shortened or diverted.  

• There is no cover for additional travel and accommodation expenses if your scheduled or connecting transport has not been cancelled or delayed.

General information

• There is no cover for cancellation or rearrangement expenses for policies issued on or after Tuesday 14 June 2011 if the cancellation or rearrangement arises from the earthquakes and subsequent aftershocks.

If you have been injured as a result of the recent earthquake, we can help.

If you need medical advice or emergency medical assistance please contact our 24-hour Emergency Assistance team on +61 7 3305 7499 reverse charge or 1800 010 075 free-call within Australia.

What next steps should you take?

• To help Australians avoid difficulties overseas, the Department of Foreign Affairs and Trade maintains travel advisories for more than 160 destinations overseas via their website www.smartraveller.gov.au. Their travel advice provides accurate, up-to-date information about the risks Australians might face overseas, assisting you to make well-informed decisions about whether, when and where to travel. We recommend that you stay up-to-date with their destination-specific travel advisories for the country of your destination as your travel insurance cover may be affected if you travel to high risk areas or situations.

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

• It is important to read the Product Disclosure Statement (PDS) you received when you purchased your travel insurance policy. This will give you more information about what your policy provides cover for and what it does not.

• If you have a claim, please submit a claim form with all relevant supporting documentation to us for consideration.

• You will need to submit all receipts for any additional expenses. If 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 portions of your journey.

• 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.
  

Contact us

If you have questions or queries, please contact our Information Hotline on 1800 012 234.

The following information concerns the earthquakes and subsequent aftershocks in Christchurch on Monday 13 June 2011 and applies to travel insurance policies issued prior to Tuesday 14 June 2011.

If you wish to cancel or amend your pre-booked travel arrangements as a result of the earthquake, we recommend you contact your travel agent or travel provider regarding the best option in altering your trip. We understand some airlines are providing penalty-free options to amend travel arrangements, so we also recommend you contact your airline for further details.

We will assess all claims in accordance with your Product Disclosure Statement (PDS), and cover will depend on the type of plan you purchased. The following advice relates to Comprehensive travel insurance policies.

What do you need to know about your policy?

If you have not yet departed:

• Your policy includes cover for cancellation of your journey, or the unused portions of your journey, when as a result of the earthquakes and subsequent aftershocks:

  • your scheduled transport services have been cancelled

  • your accommodation has been declared uninhabitable

  • you are unable to reach your accommodation or destination

  • your home has been rendered uninhabitable. 

• If you have not yet departed, we may cover the costs to rearrange your journey to depart at a later date if this is your preferred option so long as these costs are less than the costs to cancel your journey.

 If you are currently travelling:

• Your policy includes cover for reasonable additional travel and accommodation expenses when as a result of the earthquakes and subsequent aftershocks:

  • scheduled transport services have been cancelled, delayed, shortened or diverted

  • your home has been rendered uninhabitable. 

• There is no cover for additional travel and accommodation expenses if your scheduled or connecting transport has not been cancelled or delayed.

General information

There is no cover for cancellation or rearrangement expenses for policies issued on or after Tuesday 14 June 2011 if the cancellation or rearrangement arises from the earthquakes and subsequent aftershocks.

If you have been injured as a result of the recent earthquake, we can help.

If you need medical advice or emergency medical assistance please contact our 24-hour Emergency Assistance team on +61 7 3305 7499 reverse charge or 800 574 904 free call within New Zealand.

What next steps should you take?

• Finally, to help New Zealanders avoid difficulties overseas, the New Zealand Ministry of Foreign Affairs and Trade maintains travel advisories for more than 160 destinations overseas via their website www.safetravel.govt.nz . Their travel advice provides accurate, up-to-date information about the risks New Zealanders might face overseas, assisting you to make well-informed decisions about whether, when and where to travel. We recommend that you stay up-to-date with their destination-specific travel advisories for the country of your destination as your travel insurance cover may be affected if you travel to high risk areas or situations.

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

• It is important to read the Policy Wording you received when you purchased your travel insurance policy. This will give you more information about what your policy provides cover for and what it does not.

• If you have a claim, please submit a claim form with all relevant supporting documentation to us for consideration.

• You will need to submit all receipts for any additional expenses. If 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 portions of your journey.

• 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.

Contact us

If you have questions or queries, please contact our Information Hotline on 800 574 904.

The following information concerns the volcanic eruption in Chile and associated ash clouds commencing on Sunday 5 June 2011. This replaces the advice issued on 12 June 2011 and applies to all policies issued prior to 12 June 2011.

We will assess all claims in accordance with your Product Disclosure Statement (PDS), and cover will depend on the type of plan you purchased. The following advice relates to Comprehensive travel insurance policies.

What do you need to know about your policy?

If you have not yet departed:

• Your policy includes cover for cancellation of your journey, or the unused portions of your journey, when as a result of the volcanic eruption or associated ash clouds:

  • your scheduled transport services have been cancelled

  • your accommodation has been declared uninhabitable

  • you are unable to reach your accommodation or destination.

If you are currently travelling:

• Your policy includes cover for reasonable additional travel and accommodation expenses when, as a result of the volcanic eruption or associated ash clouds:

  • your journey is disrupted

  • scheduled transport services have been cancelled, delayed, shortened or diverted.

• There is no cover to claim under your policy for cancellation or rearrangement expenses for the used portions of your travel arrangements or if your travel arrangements are operating as scheduled.

• If you have been injured as a result of the volcanic eruption or associated ash clouds, we can help. If you need medical advice or emergency medical assistance please contact our 24-hour Emergency Assistance team on +61 7 3305 7499 reverse charge or 1800 010 075 free-call within Australia.

General information

• There is no cover for cancellation, rearrangement or additional expenses for policies issued after 12.00 noon Sunday 12 June 2011 if the cancellation or rearrangement arises from the volcanic eruption and associated ash clouds.

What next steps should you take?

• If you wish to cancel or amend your pre-booked travel arrangements as a result of the volcanic eruption and associated ash clouds, we recommend you contact your travel agent or travel provider regarding the best option in altering your trip. We understand some airlines are providing penalty-free options to amend travel arrangements, so we also recommend you contact your airline for further details.

• To help Australians avoid difficulties overseas, the Department of Foreign Affairs and Trade maintains travel advisories for more than 160 destinations overseas via their website www.smartraveller.gov.au . Their travel advice provides accurate, up-to-date information about the risks Australians might face overseas, assisting you to make well-informed decisions about whether, when and where to travel. We recommend that you stay up-to-date with their destination-specific travel advisories for the country of your destination as your travel insurance cover may be affected if you travel to high risk areas or situations.

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

• It is important to read the Product Disclosure Statement (PDS) you received when you purchased your travel insurance policy. This will give you more information about what your policy provides cover for and what it does not.

• If you have a claim, please submit a claim form with all relevant supporting documentation to us for consideration.

• You will need to submit all receipts for any additional expenses. If 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 portions of your journey.

• 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.

Contact us

• If you have questions or queries, please contact our Information Hotline on 1800 012 234.
  

The following information concerns the volcanic eruption in Chile and associated ash clouds commencing on Sunday 5 June 2011. This replaces the advice issued on 12 June 2011 and applies to all policies issued prior to 12 June 2011.

We will assess all claims in accordance with your Policy Wording, and cover will depend on the type of plan you purchased. The following advice relates to Comprehensive travel insurance policies.

What do you need to know about your policy?

If you have not yet departed:

• Your policy includes cover for cancellation of your journey, or the unused portions of your journey, when as a result of the volcanic eruption or associated ash clouds:

  • your scheduled transport services have been cancelled

  • your accommodation has been declared uninhabitable

  • you are unable to reach your accommodation or destination.

If you are currently travelling:

• Your policy includes cover for reasonable additional travel and accommodation expenses when, as a result of the volcanic eruption or associated ash clouds:

  • your journey is disrupted

  • scheduled transport services have been cancelled, delayed, shortened or diverted.
    There is no cover to claim under your policy for cancellation or rearrangement expenses for the used portions of your travel arrangements or if your travel arrangements are operating as scheduled.

  • If you have been injured as a result of the volcanic eruption or associated ash clouds, we can help. If you need medical advice or emergency medical assistance please contact our 24-hour Emergency Assistance team on +61 7 3305 7499 reverse charge or 0800 574 904 free-call within New Zealand.

General information

• There is no cover for cancellation, rearrangement or additional expenses for policies issued after 12.00 noon Sunday 12 June 2011 if the cancellation or rearrangement arises from the volcanic eruption and associated ash clouds.

What next steps should you take?

• If you wish to cancel or amend your pre-booked travel arrangements as a result of the volcanic eruption and associated ash clouds, we recommend you contact your travel agent or travel provider regarding the best option in altering your trip. We understand some airlines are providing penalty-free options to amend travel arrangements, so we also recommend you contact your airline for further details.

• To help New Zealanders avoid difficulties overseas, the New Zealand Ministry of Foreign Affairs and Trade maintains travel advisories for more than 160 destinations overseas via their website www.safetravel.govt.nz . Their travel advice provides accurate, up-to-date information about the risks New Zealanders might face overseas, assisting you to make well-informed decisions about whether, when and where to travel. We recommend that you stay up-to-date with their destination-specific travel advisories for the country of your destination as your travel insurance cover may be affected if you travel to high risk areas or situations.

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

• It is important to read the Policy Wording you received when you purchased your travel insurance policy. This will give you more information about what your policy provides cover for and what it does not.

• If you have a claim, please submit a claim form with all relevant supporting documentation to us for consideration.

• You will need to submit all receipts for any additional expenses. If 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 portions 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.

Contact us

If you have questions or queries, please contact our Information Hotline on 0800 574 904.

The following information concerns the volcanic eruption in Iceland and associated ash clouds on Saturday 21 May 2011 and applies to travel insurance policies issued prior to 5.00pm (est) Monday 23 May 2011.

We will assess all claims in accordance with your Product Disclosure Statement (PDS), and cover will depend on the type of plan you purchased. The following advice relates to Comprehensive travel insurance policies.

What do you need to know about your policy?

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 volcanic eruption or associated ash clouds when:

  • your scheduled transport services have been cancelled as a result of the volcanic eruption or associated ash clouds

  • your accommodation has been declared uninhabitable by the volcanic eruption or associated ash clouds

  • you are unable to reach your accommodation or destination as a result of the volcanic eruption or associated ash clouds

If you are currently travelling:

• Your policy includes cover for reasonable additional travel and accommodation expenses when:

  • your journey is disrupted as a result of the volcanic eruption or associated ash clouds

  • scheduled transport services have been cancelled, delayed, shortened or diverted as a result of the volcanic eruption or associated ash clouds.

• Passengers travelling on European Union (“EU”) member airlines are entitled to claim meals and accommodation from their airline under EU consumer protection laws. Please see the attached list of EU member airlines. If you are eligible to make a claim against an EU member airline in relation to a loss or expense covered under this policy and they do not pay you the full amount of your claim, we will make up the difference. You must make an insurance claim through the EU member airline first for us to determine what the difference is.

• There is no cover to claim under your policy for cancellation or rearrangement expenses for the used portions of your travel arrangements or if your travel arrangements are operating as scheduled.

• If you have been injured as a result of the volcanic eruption or associated ash clouds, we can help. If you need medical advice or emergency medical assistance please contact our 24-hour Emergency Assistance team on +61 7 3305 7499 reverse charge or 1800 010 075 free-call within Australia.

General information

• There is no cover for cancellation or rearrangement expenses for policies issued after 5.00pm (est) on Monday 23 May 2011 if the cancellation or rearrangement arises from the volcanic eruption and associated ash clouds.

What next steps should you take?

• If you wish to cancel or amend your pre-booked travel arrangements as a result of the volcanic eruption and associated ash clouds, we recommend you contact your travel agent or travel provider regarding the best option in altering your trip. We understand some airlines are providing penalty-free options to amend travel arrangements, so we also recommend you contact your airline for further details.

• To help Australians avoid difficulties overseas, the Department of Foreign Affairs and Trade maintains travel advisories for more than 160 destinations overseas via their website www.smartraveller.gov.au. Their travel advice provides accurate, up-to-date information about the risks Australians might face overseas, assisting you to make well-informed decisions about whether, when and where to travel. We recommend that you stay up-to-date with their destination-specific travel advisories for the country of your destination as your travel insurance cover may be affected if you travel to high risk areas or situations.

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

• It is important to read the Product Disclosure Statement you received when you purchased your travel insurance policy. This will give you more information about what your policy provides cover for and what it does not.

• If you have a claim, please submit a claim form with all relevant supporting documentation to us for consideration.

• You will need to submit all receipts for any additional expenses. If 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.

Contact us

• If you have questions or queries, please contact our Information Hotline on 1800 012 234.

• We will publish this and any updated travel insurance advisories on our website.
  

The following information concerns the volcanic eruption in Iceland and associated ash clouds on Saturday 21 May 2011 and applies to travel insurance policies issued prior to 7.00pm (NZ) Monday 23 May 2011.

We will assess all claims in accordance with your Policy Wording, and cover will depend on the type of plan you purchased. The following advice relates to Comprehensive travel insurance policies.

What do you need to know about your policy?

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 volcanic eruption or associated ash clouds when:

  • your scheduled transport services have been cancelled as a result of the volcanic eruption or associated ash clouds

  • your accommodation has been declared uninhabitable by the volcanic eruption or associated ash clouds

  • you are unable to reach your accommodation or destination as a result of the volcanic eruption or associated ash clouds

If you are currently travelling:

• Your policy includes cover for reasonable additional travel and accommodation expenses when:

  • your journey is disrupted as a result of the volcanic eruption or associated ash clouds

  • scheduled transport services have been cancelled, delayed, shortened or diverted as a result of the volcanic eruption or associated ash clouds

• Passengers travelling on European Union (“EU”) member airlines are entitled to claim meals and accommodation from their airline under EU consumer protection laws. Please see the attached list of EU member airlines. If you are eligible to make a claim against an EU member airline in relation to a loss or expense covered under this policy and they do not pay you the full amount of your claim, we will make up the difference. You must make an insurance claim through the EU member airline first for us to determine what the difference is.

• There is no cover to claim under your policy for cancellation or rearrangement expenses for the used portions of your travel arrangements or if your travel arrangements are operating as scheduled.

• If you have been injured as a result of the volcanic eruption or associated ash clouds, we can help. If you need medical advice or emergency medical assistance please contact our 24-hour Emergency Assistance team on +61 7 3305 7499 reverse charge or 0800 574 904 free-call within New Zealand.

General information

• There is no cover for cancellation or rearrangement expenses for policies issued after 7.00pm (NZ) on Monday 23 May 2011 if the cancellation or rearrangement arises from the volcanic eruption and associated ash clouds.

What next steps should you take?

• If you wish to cancel or amend your pre-booked travel arrangements as a result of the volcanic eruption and associated ash clouds, we recommend you contact your travel agent or travel provider regarding the best option in altering your trip. We understand some airlines are providing penalty-free options to amend travel arrangements, so we also recommend you contact your airline for further details.

• To help New Zealanders avoid difficulties overseas, the New Zealand Ministry of Foreign Affairs and Trade maintains travel advisories for more than 160 destinations overseas via their website www.safetravel.govt.nz. Their travel advice provides accurate, up-to-date information about the risks New Zealanders might face overseas, assisting you to make well-informed decisions about whether, when and where to travel. We recommend that you stay up-to-date with their destination-specific travel advisories for the country of your destination as your travel insurance cover may be affected if you travel to high risk areas or situations.

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

• It is important to read the Policy Wording you received when you purchased your travel insurance policy. This will give you more information about what your policy provides cover for and what it does not.

• If you have a claim, please submit a claim form with all relevant supporting documentation to us for consideration.

• You will need to submit all receipts for any additional expenses. If 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.

Contact us

• If you have questions or queries, please contact our Information Hotline on 0800 574 904.

• We will publish this and any updated travel insurance advisories on our website.
  

The following information concerns the flooding in Koh Samui, Thailand. This advice applies to travel insurance policies issued before Wednesday 30 March 2011.

We will assess all claims in accordance with your Product Disclosure Statement (PDS), and cover will depend on the type of plan you purchased. The following advice relates to Comprehensive travel insurance policies.

What do you need to know about your policy?

If you are currently travelling 

• Your policy includes cover for reasonable additional travel and accommodation expenses when scheduled transport services have been cancelled, delayed, shortened or diverted as a result of the flooding. 

• There is no cover for additional travel and accommodation expenses if your scheduled or connecting transport has not been cancelled or delayed, or your accommodation is unaffected.
  

If you have not yet departed 

• Your policy includes cover for cancellation expenses as a result of the flooding when: 

  • your scheduled transport services have been cancelled 

  • your accommodation has been declared uninhabitable 

  • you are unable to reach your accommodation or destination. 

• If you have not yet departed, we may cover the costs to rearrange your journey to depart at a later date if this is your preferred option, so long as these costs are less than the costs to cancel your journey.
  

General information 

• There is no cover for cancellation or rearrangement expenses for policies issued on or after 30 March 2011 if the cancellation or rearrangement arises from the flooding. 

• If you have been injured as a result of the flooding we can help. If you need medical advice or emergency medical assistance please contact our 24-hour Emergency Assistance team on +61 7 3305 7499 reverse charge or 1800 010 075 free-call within Australia.
  

What next steps should you take? 

• If you wish to cancel or amend your pre-booked travel arrangements as a result of the flooding, we recommend you contact your travel agent or travel provider regarding the best option in altering your trip. We understand some airlines are providing penalty-free options to amend travel arrangements, so we also recommend you contact your airline for further details. 

• To help Australians avoid difficulties overseas, the Department of Foreign Affairs and Trade maintains travel advisories for more than 160 destinations overseas via their website www.smartraveller.gov.au. Their travel advice provides accurate, up-to-date information about the risks Australians might face overseas, assisting you to make well-informed decisions about whether, when and where to travel. We recommend that you stay up-to-date with their destination-specific travel advisories for the country of your destination as your travel insurance cover may be affected if you travel to high risk areas or situations. 

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

• It is important to read the Product Disclosure Statement you received when you purchased your travel insurance policy. This will give you more information about what your policy provides cover for and what it does not. 

• If you have a claim, please submit a claim form with all relevant supporting documentation to us for consideration. 

• You will need to submit all receipts for any additional expenses. If 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.
  

Contact us 

• If you have questions or queries, please contact our Information Hotline on 1800 012 234. 

• We will publish this and any updated travel insurance advisories on our website.

The following information concerns the flooding in Koh Samui, Thailand. This advice applies to travel insurance policies issued before Wednesday 30 March 2011.

We will assess all claims in accordance with your Policy Wording, and cover will depend on the type of plan you purchased. The following advice relates to Comprehensive travel insurance policies.

What do you need to know about your policy?

If you are currently travelling 

• Your policy includes cover for reasonable additional travel and accommodation expenses when scheduled transport services have been cancelled, delayed, shortened or diverted as a result of the flooding. 

• There is no cover for additional travel and accommodation expenses if your scheduled or connecting transport has not been cancelled or delayed, or your accommodation is unaffected.

If you have not yet departed 

• Your policy includes cover for cancellation expenses as a result of the flooding when: 

  • your scheduled transport services have been cancelled 

  • your accommodation has been declared uninhabitable 

  • you are unable to reach your accommodation or destination. 

• If you have not yet departed, we may cover the costs to rearrange your journey to depart at a later date if this is your preferred option, so long as these costs are less than the costs to cancel your journey.

General information 

• There is no cover for cancellation or rearrangement expenses for policies issued on or after 30 March 2011 if the cancellation or rearrangement arises from the flooding. 

• If you have been injured as a result of the flooding we can help. If you need medical advice or emergency medical assistance please contact our 24-hour Emergency Assistance team on +61 7 3305 7499 reverse charge or 0800 574 904 free-call within New Zealand.

What next steps should you take? 

• If you wish to cancel or amend your pre-booked travel arrangements as a result of the flooding, we recommend you contact your travel agent or travel provider regarding the best option in altering your trip. We understand some airlines are providing penalty-free options to amend travel arrangements, so we also recommend you contact your airline for further details. 

• To help New Zealanders avoid difficulties overseas, the New Zealand Ministry of Foreign Affairs and Trade maintains travel advisories for more than 160 destinations overseas via their website www.safetravel.govt.nz. Their travel advice provides accurate, up-to-date information about the risks New Zealanders might face overseas, assisting you to make well-informed decisions about whether, when and where to travel. We recommend that you stay up-to-date with their destination-specific travel advisories for the country of your destination as your travel insurance cover may be affected if you travel to high risk areas or situations. 

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

• It is important to read the Policy Wording you received when you purchased your travel insurance policy. This will give you more information about what your policy provides cover for and what it does not. 

• If you have a claim, please submit a claim form with all relevant supporting documentation to us for consideration. 

• You will need to submit all receipts for any additional expenses. If 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.

Contact us 

• If you have questions or queries, please contact our Information Hotline on 0800 574 904.

• We will publish this and any updated travel insurance advisories on our website.

This travel advice is effective 29 April 2011.

The following information concerns the earthquake in Japan and subsequent tsunami on Friday 11 March 2011 and applies to travel insurance policies issued prior to 12 March 2011.

We will assess all claims in accordance with your Product Disclosure Statement (PDS), and cover will depend on the type of plan you purchased. The following advice relates to Comprehensive travel insurance policies.

What do you need to know about your policy?

If you have not yet departed:

• If you have not yet departed and plan to travel to Ibaraki, Tochigi, Iwate, Miyagi and Fukushima prefectures, including the 80km exclusion zone prior to 13 May 2011, your policy provides cover for cancellation or rearrangement expenses—provided these costs are less than the costs to cancel your journey and your policy was purchased prior to 12 March 2011. If you plan to travel to these areas on or after 13 May 2011, we do not recommend that you cancel or rearrange your trip at this stage. A further advisory will be issued on 12 May 2011 providing details of your ongoing cover.

• For all other areas of Japan, your policy includes cover for cancellation of your journey, or the unused portions of your journey, when:

  • your scheduled transport services have been cancelled as a result of the earthquake or tsunami

  • your accommodation has been declared uninhabitable by the earthquake or tsunami

  • you are unable to reach your accommodation or destination as a result of the earthquake or tsunami.

If you are currently travelling:

• If you are currently travelling in Japan and you have been advised by the Australian Government to evacuate, your policy provides cover for the cancellation of the unused portions of your journey.

• Your policy includes cover for reasonable additional travel and accommodation expenses when:

  • your journey is disrupted as a result of the earthquake or tsunami

  • scheduled transport services have been cancelled, delayed, shortened or diverted as a result of the earthquake or tsunami

• There is no cover for additional travel and accommodation expenses if your scheduled or connecting transport has not been cancelled or delayed, or your accommodation is unaffected.

• If you have been injured as a result of the recent earthquake or tsunami, we can help. If you need medical advice or emergency medical assistance please contact our 24-hour Emergency Assistance team on +61 7 3305 7499 reverse charge or 1800 010 075 free-call within Australia.

General information

• There is no cover for cancellation or rearrangement expenses for policies issued on or after 12 March 2011 if the cancellation or rearrangement arises from the earthquake or subsequent tsunami.

• If you are travelling through any location in Japan and will not be leaving the airport, there is no cover for any additional or cancellation expenses.

• If you believe you have potentially become exposed to nuclear radiation, please contact your local Japanese authority and follow their advice. For medical emergencies, please contact our 24-hour Emergency Assistance team on +61 7 3305 7499 reverse charge or 1800 010 075 free-call within Australia.

What next steps should you take?

• If you wish to cancel or amend your pre-booked travel arrangements as a result of the earthquake and subsequent tsunami, we recommend you contact your travel agent or travel provider regarding the best option in altering your trip. We understand some airlines are providing penalty-free options to amend travel arrangements, so we also recommend you contact your airline for further details.

• To help Australians avoid difficulties overseas, the Department of Foreign Affairs and Trade maintains travel advisories for more than 160 destinations overseas via their website www.smartraveller.gov.au. Their travel advice provides accurate, up-to-date information about the risks Australians might face overseas, assisting you to make well-informed decisions about whether, when and where to travel. We recommend that you stay up-to-date with their destination-specific travel advisories for the country of your destination as your travel insurance cover may be affected if you travel to high risk areas or situations.

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

• It is important to read the Product Disclosure Statement (PDS) you received when you purchased your travel insurance policy. This will give you more information about what your policy provides cover for and what it does not.

• If you have a claim, please submit a claim form with all relevant supporting documentation to us for consideration. 

• You will need to submit all receipts for any additional expenses. If 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 portions of your journey.

• 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.

Contact us

If you have questions or queries, please contact our Information Hotline on 1800 012 234. We will publish this and any updated travel insurance advisories on our website.

This travel advice is effective 29 April 2011.

The following information concerns the earthquake in Japan and subsequent tsunami on Friday 11 March 2011 and applies to travel insurance policies issued prior to 12 March 2011.

We will assess all claims in accordance with your Policy Wording, and cover will depend on the type of plan you purchased. The following advice relates to Comprehensive travel insurance policies.

What do you need to know about your policy?

If you have not yet departed:

• If you have not yet departed and plan to travel to Ibaraki, Tochigi, Iwate, Miyagi and Fukushima prefectures, including the 80km exclusion zone prior to 13 May 2011, your policy provides cover for cancellation or rearrangement expenses—provided these costs are less than the costs to cancel your journey and your policy was purchased prior to 12 March 2011. If you plan to travel to these areas on or after 13 May 2011, we do not recommend that you cancel or rearrange your trip at this stage. A further advisory will be issued on 12 May 2011 providing details of your ongoing cover.

• For all other areas of Japan, your policy includes cover for cancellation of your journey, or the unused portions of your journey, when:

• your scheduled transport services have been cancelled by the earthquake or tsunami

• your accommodation has been declared uninhabitable by the earthquake or tsunami

• you are unable to reach your accommodation or destination as a result of the earthquake or tsunami.

If you are currently travelling:

• If you are currently travelling in Japan and you have been advised by the New Zealand Government to evacuate, your policy provides cover for the cancellation of the unused portions of your journey.
• Your policy includes cover for reasonable additional travel and accommodation expenses when:

  • your journey is disrupted as a result of the earthquake or tsunami

  • scheduled transport services have been cancelled, delayed, shortened or diverted as a result of the earthquake or tsunami

• There is no cover for additional travel and accommodation expenses if your scheduled or connecting transport has not been cancelled or delayed, or your accommodation is unaffected.

• If you have been injured as a result of the earthquake we can help. If you need medical advice or emergency medical assistance please contact our 24-hour Emergency Assistance team on +61 7 3305 7499 reverse charge or 0800 574 904 free call within New Zealand.

General information

• There is no cover for cancellation or rearrangement expenses for policies issued on or after 12 March 2011 if the cancellation or rearrangement arises from the earthquake or subsequent tsunami.

• If you are travelling through any location in Japan and will not be leaving the airport, there is no cover for any additional or cancellation expenses.

• If you believe you have potentially become exposed to nuclear radiation, please contact your local Japanese authority and follow their advice. For medical emergencies, please contact our 24-hour Emergency Assistance team on +61 7 3305 7499 reverse charge or 0800 574 904 free-call within New Zealand.

What next steps should you take?

• If you wish to cancel or amend your pre-booked travel arrangements as a result of the earthquake and subsequent tsunami, we recommend you contact your travel agent or travel provider regarding the best option in altering your trip. We understand some airlines are providing penalty-free options to amend travel arrangements, so we also recommend you contact your airline for further details.

• To help New Zealanders avoid difficulties overseas, the New Zealand Ministry of Foreign Affairs and Trade maintains travel advisories for more than 160 destinations overseas via their website www.safetravel.govt.nz. Their travel advice provides accurate, up-to-date information about the risks New Zealanders might face overseas, assisting you to make well-informed decisions about whether, when and where to travel. We recommend that you stay up-to-date with their destination-specific travel advisories for the country of your destination as your travel insurance cover may be affected if you travel to high risk areas or situations.

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

• It is important to read the Policy Wording you received when you purchased your travel insurance policy. This will give you more information about what your policy provides cover for and what it does not.

• If you have a claim, please submit a claim form with all relevant supporting documentation to us for consideration. 

• You will need to submit all receipts for any additional expenses. If 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 portions 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.

Contact us

If you have questions or queries, please contact our Information Hotline on 0800 574 904. We will publish this and any updated travel insurance advisories on our website.

The following information concerns the earthquake in Christchurch on Tuesday 22 February 2011 and applies to travel insurance policies issued prior to 10.51am (Eastern standard time), 22 February 2011.

The earthquake in Christchurch is devastating to the people of New Zealand. Our thoughts go out to everyone affected by this terrible incident.

If you wish to cancel or amend your pre-booked travel arrangements as a result of the earthquake, we recommend you contact your travel agent or travel provider regarding the best option in altering your trip. We understand some airlines are providing penalty-free options to amend travel arrangements, so we also recommend you contact your airline for further details.

We will assess all claims in accordance with your Product Disclosure Statement (PDS), and cover will depend on the type of plan you purchased. The following advice relates to Comprehensive travel insurance policies.

What do you need to know about your policy?

If you are currently travelling:

• Your policy includes cover for reasonable additional travel and accommodation expenses when:

  • your journey is disrupted as a result of the earthquake

  • scheduled transport services have been cancelled, delayed, shortened or diverted as a result of the earthquake.

• There is no cover for additional travel and accommodation expenses if your scheduled or connecting transport has not been cancelled or delayed.

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.

• Your policy includes cover for cancellation expenses when:

  • your scheduled transport services have been cancelled

  • your accommodation has been declared uninhabitable by the earthquake

  • you are unable to reach your accommodation or destination.

• If you have not yet departed, we may cover the costs to rearrange your journey to depart at a later date if this is your preferred option so long as these costs are less than the costs to cancel your journey.

General information

There is no cover for cancellation or rearrangement expenses for policies issued on or after 10.51am (Eastern standard time), 22 February 2011 if the cancellation or rearrangement arises from the earthquake.

If you have been injured as a result of the recent earthquake, we can help.

If you need medical advice or emergency medical assistance please contact our 24-hour Emergency Assistance team on +61 7 3305 7499 reverse charge or 1800 010 075 free-call within Australia.

What next steps should you take?

• To help Australians avoid difficulties overseas, the Department of Foreign Affairs and Trade maintains travel advisories for more than 160 destinations overseas via their website www.smartraveller.gov.au. Their travel advice provides accurate, up-to-date information about the risks Australians might face overseas, assisting you to make well-informed decisions about whether, when and where to travel. We recommend that you stay up-to-date with their destination-specific travel advisories for the country of your destination as your travel insurance cover may be affected if you travel to high risk areas or situations.

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

• It is important to read the Product Disclosure Statement (PDS) you received when you purchased your travel insurance policy. This will give you more information about what your policy provides cover for and what it does not.

• If you have a claim, please submit a claim form with all relevant supporting documentation to us for consideration. 

• You will need to submit all receipts for any additional expenses. If 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 portions of your journey.

• 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.

Contact us

If you have questions or queries, please contact our Information Hotline on 1800 012 234. We will publish this and any updated travel insurance advisories on our website.

The following information concerns the earthquake in Christchurch on Tuesday 22 February 2011 and applies to travel insurance policies issued prior to 12.51pm (NZDT), 22 February 2011.

The earthquake in Christchurch is devastating to the people of New Zealand. Our thoughts go out to everyone affected by this terrible incident.

If you wish to cancel or amend your pre-booked travel arrangements as a result of the earthquake, we recommend you contact your travel agent or travel provider regarding the best option in altering your trip. We understand some airlines are providing penalty-free options to amend travel arrangements, so we also recommend you contact your airline for further details.

We will assess all claims in accordance with your Policy Wording, and cover will depend on the type of plan you purchased. The following advice relates to Comprehensive travel insurance policies.

What do you need to know about your policy?

If you are currently travelling:

• Your policy includes cover for reasonable additional travel and accommodation expenses when:

  • your journey is disrupted as a result of the earthquake

  • scheduled transport services have been cancelled, delayed, shortened or diverted as a result of the earthquake

  • your home has been rendered uninhabitable as a result of the earthquake.

• There is no cover for additional travel and accommodation expenses if your scheduled or connecting transport has not been cancelled or delayed.

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.

• Your policy includes cover for cancellation expenses when:

  • your scheduled transport services have been cancelled

  • your accommodation has been declared uninhabitable by the earthquake

  • you are unable to reach your accommodation or destination

  • your home has been rendered uninhabitable as a result of the earthquake.

• If you have not yet departed, we may cover the costs to rearrange your journey to depart at a later date if this is your preferred option so long as these costs are less than the costs to cancel your journey.

General information

There is no cover for cancellation or rearrangement expenses for policies issued on or after 12.51pm (NZDT), 22 February 2011 if the cancellation or rearrangement arises from the earthquake.

If you have been injured as a result of the earthquake we can help.
If you need medical advice or emergency medical assistance please contact our 24-hour Emergency Assistance team on +61 7 3305 7499 reverse charge or 0800 574 904 free call within New Zealand.

What next steps should you take?

• Finally, to help New Zealanders avoid difficulties overseas, the New Zealand Ministry of Foreign Affairs and Trade maintains travel advisories for more than 160 destinations overseas via their website www.safetravel.govt.nz. Their travel advice provides accurate, up-to-date information about the risks New Zealanders might face overseas, assisting you to make well-informed decisions about whether, when and where to travel. We recommend that you stay up-to-date with their destination-specific travel advisories for the country of your destination as your travel insurance cover may be affected if you travel to high risk areas or situations.

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

• It is important to read the Policy Wording you received when you purchased your travel insurance policy. This will give you more information about what your policy provides cover for and what it does not.

• If you have a claim, please submit a claim form with all relevant supporting documentation to us for consideration. 

• You will need to submit all receipts for any additional expenses. If 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 portions 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.

Contact us

If you have questions or queries, please contact our Information Hotline on 0800 574 904. We will publish this and any updated travel insurance advisories on our website.

This travel advice is effective 15 April 2011.

The following information concerns the civil unrest in Libya and applies to travel insurance policies issued before Tuesday 22 February 2011.

If you wish to cancel or amend your pre-booked travel arrangements as a result of the civil unrest, we recommend you contact your travel agent or travel provider regarding the best option in altering your trip. We understand some airlines are providing penalty-free options to amend travel arrangements, so we also recommend you contact your airline for further details.

We will assess all claims in accordance with your Product Disclosure Statement (PDS), and cover will depend on the type of plan you purchased. The following advice relates to Comprehensive travel insurance policies.

What do you need to know about your policy?

If you are currently travelling:

• Your policy includes cover for reasonable additional travel and accommodation expenses when:

  • your journey is disrupted as a result of the civil unrest

  • scheduled transport services have been cancelled, delayed, shortened or diverted as a result of the civil unrest. 

• There is no cover for additional travel and accommodation expenses if your scheduled or connecting transport has not been cancelled or delayed.

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 civil unrest.

• Your policy includes cover for cancellation expenses when:

  • your scheduled transport services have been cancelled

  • your accommodation has been declared uninhabitable by the civil unrest

  • you are unable to reach your accommodation or destination. 

• If you have not yet departed, we may cover the costs to rearrange your journey to depart at a later date if this is your preferred option so long as these costs are less than the costs to cancel your journey.

General information

• There is no cover for cancellation or rearrangement expenses for policies issued on or after 22 February 2011 if the cancellation or rearrangement arises from the civil unrest.

• As a result of the warning issued by the Department of Foreign Affairs and Trade on 22 February 2011 which advised against all travel to Libya, if you choose to travel to Libya after this date, even if you purchased a policy before 22 February 2011, you may not be covered for any claims that arise as a result of the civil unrest.

• If you plan to travel to Libya on or after 29 April 2011, we do not recommend that you cancel or rearrange your trip at this stage as it is too early to determine if the civil unrest will continue beyond this date. Should the civil unrest continue, a further advisory will be released on 28 April 2011 with our advice to you.

• If your prepaid tour due to commence after 29 April 2011 has been cancelled by your tour company as a result of the civil unrest, we urge you to contact us regarding the cover available under your policy.

• All travel insurance policies contain General Exclusions relating to any act of war, whether war is declared or not, or from any rebellion, revolution, insurrection or taking of power by the military. If any of these situations occur in Libya, cover will be assessed at that time and a further advisory issued.

• If you have been injured as a result of the recent civil unrest we can help. If you need medical advice or emergency medical assistance please contact our 24-hour Emergency Assistance team on +61 7 3305 7499 reverse charge or 1800 010 075 free-call within Australia.

What next steps should you take?

• To help Australians avoid difficulties overseas, the Department of Foreign Affairs and Trade maintains travel advisories for more than 160 destinations overseas via their website www.smartraveller.gov.au. Their travel advice provides accurate, up-to-date information about the risks Australians might face overseas, assisting you to make well-informed decisions about whether, when and where to travel. We recommend that you stay up-to-date with their destination-specific travel advisories for the country of your destination as your travel insurance cover may be affected if you travel to high risk areas or situations.

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

• It is important to read the Product Disclosure Statement (PDS) that you received when you purchased your travel insurance policy. This will give you more detail about what your policy provides cover for and what it does not. For example, if you have a Cancellation only policy, your policy does not include cover for additional expenses or overseas medical expenses.

• If you have a claim, please submit a claim form with relevant supporting documentation to us for consideration.

• You will need to submit all receipts for any additional expenses. If 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 portions of your journey.

• 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. 

Contact us

If you have questions or queries, please contact our Information Hotline on 1800 012 234. We will publish this and any updated travel insurance advisories on our website.

This advice is effective from 15 April 2011.

The following information concerns the civil unrest in Libya and applies to travel insurance policies issued before Tuesday 22 February 2011.

If you wish to cancel or amend your pre-booked travel arrangements as a result of the civil unrest, we recommend you contact your travel agent or travel provider regarding the best option in altering your trip. We understand some airlines are providing penalty-free options to amend travel arrangements, so we also recommend you contact your airline for further details.

We will assess all claims in accordance with your Policy Wording, and cover will depend on the type of plan you purchased. The following advice relates to Comprehensive travel insurance policies.

What do you need to know about your policy?

If you are currently travelling:

• Your policy includes cover for reasonable additional travel and accommodation expenses when:

  • your journey is disrupted as a result of the civil unrest

  • scheduled transport services have been cancelled, delayed, shortened or diverted as a result of the civil unrest.

• There is no cover for additional travel and accommodation expenses if your scheduled or connecting transport has not been cancelled or delayed.

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 civil unrest.

• Your policy includes cover for cancellation expenses when:

  • your scheduled transport services have been cancelled

  • your accommodation has been declared uninhabitable by the civil unrest

  • you are unable to reach your accommodation or destination.

• If you have not yet departed, we may cover the costs to rearrange your journey to depart at a later date if this is your preferred option so long as these costs are less than the costs to cancel your journey.

General information

• There is no cover for cancellation or rearrangement expenses for policies issued on or after 22 February 2011 if the cancellation or rearrangement arises from the civil unrest.

• As a result of the warning issued by the Ministry of Foreign Affairs and Trade on 22 February 2011 which advised against all travel to Libya, if you choose to travel to Libya after this date, even if you purchased a policy before 22 February 2011, you may not be covered for any claims that arise as a result of the civil unrest.

• If you plan to travel to Libya on or after 29 April 2011, we do not recommend that you cancel or rearrange your trip at this stage as it is too early to determine if the civil unrest will continue beyond this date. Should the civil unrest continue, a further advisory will be released on 28 April 2011 with our advice to you.

• If your prepaid tour due to commence after 29 April 2011 has been cancelled by your tour company as a result of the civil unrest, we urge you to contact us regarding the cover available under your policy.

• All travel insurance policies contain General Exclusions relating to any act of war, whether war is declared or not, or from any rebellion, revolution, insurrection or taking of power by the military. If any of these situations occur in Libya, cover will be assessed at that time and an updated advisory will be issued.

• If you have been injured as a result of the recent civil unrest we can help. If you need medical advice or emergency medical assistance please contact our 24-hour Emergency Assistance team on +61 7 3305 7499 reverse charge or 0800 574 904 free call within New Zealand.

What next steps should you take?

• To help New Zealanders avoid difficulties overseas, the New Zealand Ministry of Foreign Affairs and Trade maintains travel advisories for more than 160 destinations overseas via their website www.safetravel.govt.nz. Their travel advice provides accurate, up-to-date information about the risks New Zealanders might face overseas, assisting you to make well-informed decisions about whether, when and where to travel. We recommend that you stay up-to-date with their destination-specific travel advisories for the country of your destination as your travel insurance cover may be affected if you travel to high risk areas or situations.

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

• It is important to read the Policy Wording that you received when you purchased your travel insurance policy. This will give you more detail about what your policy provides cover for and what it does not. For example, if you have a Cancellation only policy, your policy does not include cover for additional expenses or overseas medical expenses.

• If you have a claim, please submit a claim form with relevant supporting documentation to us for consideration.

• You will need to submit all receipts for any additional expenses. If 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 portions of your journey.

• 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.

Contact us

If you have questions or queries, please contact our Information Hotline on 0800 574 904. We will publish this and any updated travel insurance advisories on our website.

The following information concerns Cyclone Yasi and the associated airport closures in Northern Queensland. This advice applies to travel insurance policies issued before Wednesday 2 February 2011.

If you wish to cancel or amend your pre-booked travel arrangements as a result of the cyclonic activity, we recommend you contact your travel agent or travel provider regarding the best option in altering your trip. We understand some airlines are providing penalty-free options to amend travel arrangements, so we also recommend you contact your airline for further details.

We will assess all claims in accordance with your Product Disclosure Statement (PDS), and cover will depend on the type of plan you purchased. The following advice relates to Comprehensive travel insurance policies.

There is no cover for cancellation or rearrangement expenses for policies issued on or after 2 February 2011 if the cancellation or rearrangement arises from the cyclonic activity and associated airport closures.

What do you need to know about your policy?

If you are currently travelling:

• Your policy includes cover for reasonable additional travel and accommodation expenses when scheduled transport services have been cancelled, delayed, shortened or diverted as a result of the cyclonic activity.

• There is no cover for additional travel and accommodation expenses if your scheduled or connecting transport has not been cancelled or delayed.

If you have not yet departed:

• Your policy includes cover for cancellation expenses when:
  – your scheduled transport services have been cancelled
  – your accommodation has been declared uninhabitable by the cyclonic activity
  – you are unable to reach your accommodation or destination.

• If you have not yet departed, we may cover the costs to rearrange your journey to depart at a later date if this is your preferred option so long as these costs are less than the costs to cancel your journey.

If you are injured as a result of Cyclone Yasi we can help.

If you need medical advice or emergency medical assistance please contact our 24-hour Emergency Assistance team on +61 7 3305 7499 reverse charge or 1800 010 075 free call within Australia.

What next steps should you take?

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

• Read the Product Disclosure Statement that you received when you purchased your travel insurance policy. This will give you more detail about what your policy provides cover for and what it does not. For example, if you have a Cancellation only policy, your policy does not include cover for additional expenses.

• Please submit a claim form with relevant supporting documentation to us for consideration.

• You will need to submit all receipts for any additional expenses. If 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 portions of your journey. 

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

Contact us
If you have questions or queries, please contact our Information Hotline on 1800 012 234.

We will publish this and any updated travel insurance advisories on our website

The following information concerns Cyclone Yasi and the associated airport closures in Northern Queensland. This advice applies to travel insurance policies issued before Wednesday 2 February 2011.

If you wish to cancel or amend your pre-booked travel arrangements as a result of the cyclonic activity, we recommend you contact your travel agent or travel provider regarding the best option in altering your trip. We understand some airlines are providing penalty-free options to amend travel arrangements, so we also recommend you contact your airline for further details.

We will assess all claims in accordance with your Policy Wording, and cover will depend on the type of plan you purchased. The following advice relates to Comprehensive travel insurance policies.

There is no cover for cancellation or rearrangement expenses for policies issued on or after 2 February 2011 if the cancellation or rearrangement arises from the cyclonic activity and associated airport closures.

What do you need to know about your policy?

If you are currently travelling:

• Your policy includes cover for reasonable additional travel and accommodation expenses when scheduled transport services have been cancelled, delayed, shortened or diverted as a result of the cyclonic activity 

• There is no cover for additional travel and accommodation expenses if your scheduled or connecting transport has not been cancelled or delayed.

If you have not yet departed:

• Your policy also includes cover for cancellation expenses when:
  – your scheduled transport services have been cancelled
  – your accommodation has been declared uninhabitable by the cyclonic activity
  – you are unable to reach your accommodation or destination.

• If you have not yet departed, we may cover the costs to rearrange your journey to depart at a later date if this is your preferred option so long as these costs are less than the costs to cancel your journey.

If you are injured as a result of Cyclone Yasi we can help.

If you need medical advice or emergency medical assistance please contact our 24 hour Emergency Assistance team on +61 7 3305 7499 reverse charge or 0800 574 904 within New Zealand.

What next steps should you take?

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

• Read the Policy Wording that you received when you purchased your travel insurance policy. This will give you more detail about what your policy provides cover for and what it does not. For example, if you have a Cancellation only policy, your policy does not include cover for additional expenses. 

• Please submit a claim form with relevant supporting documentation to us for consideration. 

• You will need to submit all receipts for any additional expenses. If 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.

• 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.

Contact us
If you have questions or queries, please contact our Information Hotline on 0800 574 904. 

We will publish this and any updated travel insurance advisories on our website.

This travel advice is effective 11 March 2011.

The following information concerns the civil unrest in Egypt and applies to travel insurance policies issued before Saturday 29 January 2011.

We will assess all claims in accordance with your Product Disclosure Statement (PDS), and cover will depend on the type of plan you purchased. The following advice relates to Comprehensive travel insurance policies.

What do you need to know about your policy?

If you are currently travelling: 

• Your policy includes cover for reasonable additional travel and accommodation expenses when: 

  • your journey is disrupted as a result of the civil unrest

  • scheduled transport services have been cancelled, delayed, shortened or diverted as a result of the civil unrest. 

• There is no cover for additional travel and accommodation expenses if your scheduled or connecting transport has not been cancelled or delayed.

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 civil unrest. 

• Your policy includes cover for cancellation expenses when: 

  • your scheduled transport services have been cancelled 

  • your accommodation has been declared uninhabitable by the civil unrest 

  • you are unable to reach your accommodation or destination.

• If you have not yet departed, we may cover the costs to rearrange your journey to depart at a later date if this is your preferred option so long as these costs are less than the costs to cancel your journey.

General information 

• There is no cover for cancellation or rearrangement expenses for policies issued on or after 29 January 2011 if the cancellation or rearrangement arises from the civil unrest.

• All travel insurance policies contain General Exclusions relating to any act of war, whether war is declared or not, or from any rebellion, revolution, insurrection or taking of power by the military. If any of these situations occur in Egypt, cover will be assessed at that time and a further advisory issued. 

• If you have been injured as a result of the recent civil unrest we can help. If you need medical advice or emergency medical assistance please contact our 24-hour Emergency Assistance team on +61 7 3305 7499 reverse charge or 1800 010 075 free-call within Australia.

What next steps should you take? 

• To help Australians avoid difficulties overseas, the Department of Foreign Affairs and Trade maintains travel advisories for more than 160 destinations overseas via their website www.smartraveller.gov.au. Their travel advice provides accurate, up-to-date information about the risks Australians might face overseas, assisting you to make well-informed decisions about whether, when and where to travel. We recommend that you stay up-to-date with their destination-specific travel advisories for the country of your destination as your travel insurance cover may be affected if you travel to high risk areas or situations. 

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

• It is important to read the Product Disclosure Statement that you received when you purchased your travel insurance policy. This will give you more detail about what your policy provides cover for and what it does not. For example, if you have a Cancellation only policy, your policy does not include cover for additional expenses or overseas medical expenses. 

• If you have a claim, please submit a claim form with relevant supporting documentation to us for consideration. 

• You will need to submit all receipts for any additional expenses. If 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 portions of your journey. 

• We understand some airlines are providing penalty-free options to amend travel arrangements, so we also recommend you contact your airline for further details. 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.

Contact us 

• If you have questions or queries, please contact our Information Hotline on 1800 012 234.

• We will publish this and any updated travel insurance advisories on our website.

This travel advice is effective 11 March 2011.

The following information concerns the civil unrest in Egypt and applies to travel insurance policies issued before Saturday 29 January 2011.

We will assess all claims in accordance with your Policy Wording, and cover will depend on the type of plan you purchased. The following advice relates to Comprehensive travel insurance policies.

What do you need to know about your policy?

If you are currently travelling: 

• Your policy includes cover for reasonable additional travel and accommodation expenses when: 

  • your journey is disrupted as a result of the civil unrest 

  • scheduled transport services have been cancelled, delayed, shortened or diverted as a result of the civil unrest. 

• There is no cover for additional travel and accommodation expenses if your scheduled or connecting transport has not been cancelled or delayed.

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 civil unrest. 

• Your policy includes cover for cancellation expenses when: 

  • your scheduled transport services have been cancelled 

  • your accommodation has been declared uninhabitable by the civil unrest 

  • you are unable to reach your accommodation or destination. 

• If you have not yet departed, we may cover the costs to rearrange your journey to depart at a later date if this is your preferred option so long as these costs are less than the costs to cancel your journey.

General information 

• There is no cover for cancellation or rearrangement expenses for policies issued on or after 29 January 2011 if the cancellation or rearrangement arises from the civil unrest. 

• All travel insurance policies contain General Exclusions relating to any act of war, whether war is declared or not, or from any rebellion, revolution, insurrection or taking of power by the military. If any of these situations occur in Egypt, cover will be assessed at that time and a further advisory issued. 

• If you have been injured as a result of the recent civil unrest we can help. If you need medical advice or emergency medical assistance please contact our 24-hour Emergency Assistance team on +61 7 3305 7499 reverse charge or 0800 574 904 free-call within New Zealand.

What next steps should you take? 

• To help New Zealanders avoid difficulties overseas, the New Zealand Ministry of Foreign Affairs and Trade maintains travel advisories for more than 160 destinations overseas via their website www.safetravel.govt.nz. Their travel advice provides accurate, up-to-date information about the risks New Zealanders might face overseas, assisting you to make well-informed decisions about whether, when and where to travel. We recommend that you stay up-to-date with their destination-specific travel advisories for the country of your destination as your travel insurance cover may be affected if you travel to high risk areas or situations.

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

• It is important to read the Policy Wording that you received when you purchased your travel insurance policy. This will give you more detail about what your policy provides cover for and what it does not. For example, if you have a Cancellation only policy, your policy does not include cover for additional expenses or overseas medical expenses. 

• If you have a claim, please submit a claim form with relevant supporting documentation to us for consideration. 

• You will need to submit all receipts for any additional expenses. If 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 portions of your journey. 

• We understand some airlines are providing penalty-free options to amend travel arrangements, so we also recommend you contact your airline for further details. 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.

Contact us 

• If you have questions or queries, please contact our Information Hotline on 0800 574 904.

• We will publish this and any updated travel insurance on our website.

The following information concerns the recent volcanic eruption in Bali and the associated airport closures due to ash clouds. This advice applies to travel insurance policies issued prior to Thursday 27 January 2011.

If you wish to cancel or amend your pre-booked travel arrangements as a result of the volcanic eruption, we recommend you contact your travel agent or travel provider regarding the best option in altering your trip. We understand some airlines are providing penalty-free options to amend travel arrangements, so we also recommend you contact your airline for further details.

We will asses all claims in accordance with your Product Disclosure Statement (PDS), and cover will depend on the type of plan you purchased. The following advice relates to Comprehensive travel insurance policies. If you have a Cancellation Only or Budget policy, please refer to your PDS for details of cover.

There is no cover for cancellation or rearrangement expenses for policies issued on or after 27 January 2011 if the cancellation or rearrangement arises from the volcanic eruption and associated ash clouds.

What do you need to know about your policy?

Your policy includes cover for cancellation and/or rearrangement of your journey, or the unused portions of your journey, as a result of the volcanic eruption and associated ash clouds.

• Your policy includes cover for cancellation expenses when:

  • scheduled transport services have been cancelled

  • your accommodation has been declared uninhabitable by the volcanic eruption or associated ash clouds

  • you are unable to reach your accommodation or destination. 

• Your policy also includes cover for reasonable additional accommodation and travel expenses if transport services have been cancelled, delayed or rescheduled as a result of the volcanic eruption or ash clouds.

If you have been injured as a result of the recent volcanic eruption or ash clouds we can help.

If you need medical advice or emergency medical assistance please contact our 24-hour Emergency Assistance team on +61 7 3305 7499 reverse charge or 1800 010 075 free call within Australia.

What next steps should you take?

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

• Read the Product Disclosure Statement that you received when you purchased your travel insurance policy. This will give you more detail about what your policy provides cover for and what it does not. For example, if you have a Cancellation only policy, your policy does not include cover for additional expenses or overseas medical expenses. 

• Please submit a claim form with relevant supporting documentation to us for consideration.

• You will need to submit all receipts for any additional expenses. If 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 portions of your journey. 

• 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. 

• Finally, to help Australians avoid difficulties overseas, the Department of Foreign Affairs and Trade maintains travel advisories for more than 160 destinations overseas via their website www.smartraveller.gov.au. Their travel advice provides accurate, up-to-date information about the risks Australians might face overseas, assisting you to make well-informed decisions about whether, when and where to travel. We recommend that you stay up-to-date with their destination-specific travel advisories for the country of your destination as your travel insurance cover may be affected if you travel to high risk areas or situations.

Contact us

• If you have questions or queries, please contact our Information Hotline on 1800 012 234.

• We will publish this and any updated travel insurance advisories on our website.

The following information concerns the recent volcanic eruption in Bali and the associated airport closures due to ash clouds. This advice applies to travel insurance policies issued prior to Thursday 27 January 2011.

If you wish to cancel or amend your pre-booked travel arrangements as a result of the volcanic eruption, we recommend you contact your travel agent or travel provider regarding the best option in altering your trip. We understand some airlines are providing penalty-free options to amend travel arrangements, so we also recommend you contact your airline for further details.

We will asses all claims in accordance with your Policy Wording, and cover will depend on the type of plan you purchased. The following advice relates to Comprehensive travel insurance policies. If you have a Cancellation Only or Budget policy, please refer to your Product Disclosure Statement for details of your cover.

There is no cover for cancellation or rearrangement expenses for policies issued on or after 27 January 2011 if the cancellation or rearrangement arises from the volcanic eruption and associated ash clouds.

What do you need to know about your policy?

Your policy includes cover for cancellation and/or rearrangement of your journey, or the unused portions of your journey, as a result of the volcanic eruption and associated ash clouds.

• Your policy includes cover for cancellation expenses when:

  • scheduled transport services have been cancelled

  • your accommodation has been declared uninhabitable by the volcanic eruption or associated ash clouds

  • you are unable to reach your accommodation or destination.

• Your policy also includes cover for reasonable additional accommodation and travel expenses if transport services have been cancelled, delayed or rescheduled as a result of the volcanic eruption or ash clouds.

If you have been injured as a result of the recent volcanic eruption or ash clouds we can help.

If you need medical advice or emergency medical assistance please contact our 24 hour Emergency Assistance team on +61 7 3305 7499 reverse charge or 0800 574 904 within New Zealand.

What next steps should you take?

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

• Read the Policy Wording that you received when you purchased your travel insurance policy. This will give you more detail about what your policy provides cover for and what it does not. For example, if you have a Cancellation only policy, your policy does not include cover for additional expenses or overseas medical expenses.

• Please submit a claim form with relevant supporting documentation to us for consideration.

• You will need to submit all receipts for any additional expenses. If 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.

• 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.

• Finally, to help New Zealanders avoid difficulties overseas, the New Zealand Ministry of Foreign Affairs and Trade maintains travel advisories for more than 160 destinations overseas via their website www.safetravel.govt.nz. Their travel advice provides accurate, up-to-date information about the risks New Zealanders might face overseas, assisting you to make well-informed decisions about whether, when and where to travel. We recommend that you stay up-to-date with their destination-specific travel advisories for the country of your destination as your travel insurance cover may be affected if you travel to high risk areas or situations.

Contact us

• If you have questions or queries, please contact our Information Hotline on 0800 574 904.

• We will publish this and any updated travel insurance advisories on our website.
  

The following information concerns the recent floods in Queensland and NSW and applies to travel insurance policies issued prior to 30 December 2010. For policies issued after this date, we will assess claims on a case-by-case basis. This advice replaces the advice we issued on 6 January 2011.

If you wish to cancel or amend your pre-booked travel arrangements as a result of the floods, we recommend you contact your travel agent or travel provider regarding the best option in altering your trip. We understand some airlines are providing penalty-free options to amend travel arrangements, so we also recommend you contact your airline for further details.

We will asses all claims in accordance with your Product Disclosure Statement (PDS), and cover will depend on the type of plan you purchased. The following advice relates to Comprehensive travel insurance policies. If you have a Cancellation Only or Budget policy, please refer to your PDS for details of cover.

Travel insurance policies provide cover for unforeseen and unexpected circumstances. For policies issued after 30 December 2010, we will assess whether the circumstances giving rise to your claim were unforeseen at the time you purchased your policy.

What do you need to know about your policy?

If you have not yet departed:

Your policy includes cover for cancellation or rearrangement of your journey, whichever is the lesser, or its unused portions if through circumstances neither expected nor intended by you and outside of your control: 

• your pre-booked transport services have been cancelled

• you are unable to reach your scheduled air flight, accommodation or destination as a result of the flooding

• your home has been declared uninhabitable due to the flooding and you are unable to commence your journey as a result.

If you are currently travelling:

If a disruption to your journey arises as a result of the flooding your policy includes cover for reasonable additional travel and accommodation expenses for your journey, if those travel and accommodation arrangements that you had pre-booked:

• have been cancelled, delayed or rescheduled as a result of the flooding or

• have been cancelled or re-scheduled by you for you to return to your home because it has been rendered uninhabitable as a result of the flood.

Limits apply under your policy, and for full details you should refer to the Product Disclosure Statement you received when you purchased your travel insurance.

There is no provision to claim under your policy for cancellation or rearrangement expenses for the utilised portions of your travel arrangements or if your travel arrangements are operating as scheduled.

What next steps should you take? 

• You should take all reasonable steps to minimise your expenses and this includes rearranging your journey where possible. Rearrangements to your journey should be consistent with the type and standard of arrangements you originally made. 

• Please submit a claim form with relevant supporting documentation to us for consideration.

• We will assess your claim under the terms and conditions of your travel insurance policy. If you have a Cancellation Only policy, your policy does not include cover for additional expenses. If you have a Budget policy, please refer to your Policy Wording or Product Disclosure Statement for the benefits covered. 

• You will need to submit all receipts for any additional expenses. If 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 portions of the journey. 

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

Contact us 

• If you have any questions or queries, please contact our Information Hotline on 1800 012 234. 

• We will publish this and any updated travel insurance advisories on our website.

Travel insurance information on the Queensland and New South Wales floods The following information concerns the recent floods in Queensland and NSW and applies to travel insurance policies issued prior to 30 December 2010. For policies issued after this date, we will assess claims on a case-by-case basis. This advice replaces the advice we issued on 6 January 2011.

If you wish to cancel or amend your pre-booked travel arrangements as a result of the floods, we recommend you contact your travel agent or travel provider regarding the best option in altering your trip. We understand some airlines are providing penalty-free options to amend travel arrangements, so we also recommend you contact your airline for further details.

We will asses all claims in accordance with your Product Disclosure Statement (PDS), and cover will depend on the type of plan you purchased. The following advice relates to Comprehensive travel insurance policies. If you have a Cancellation Only or Budget policy, please refer to your PDS for details of cover. Travel insurance policies provide cover for unforeseen and unexpected circumstances. For policies issued after 30 December 2010, we will assess whether the circumstances giving rise to your claim were unforeseen at the time you purchased your policy.

What do you need to know about your policy?

If you have not yet departed:

Your policy includes cover for cancellation or rearrangement of your journey, whichever is the lesser, or its unused portions if through circumstances neither expected nor intended by you and outside of your control: 

• your pre-booked transport services have been cancelled

• you are unable to reach your scheduled air flight, accommodation or destination as a result of the flooding

If you are currently travelling:

If a disruption to your journey arises as a result of the flooding your policy includes cover for reasonable additional travel and accommodation expenses for your journey, if those travel and accommodation arrangements that you had pre-booked: 

• have been cancelled, delayed or rescheduled as a result of the flooding or

• have been cancelled or re-scheduled by you for you to return to your home because it has been rendered uninhabitable as a result of the flood. 

Limits apply under your policy, and for full details you should refer to the Product Disclosure Statement you received when you purchased your travel insurance.

There is no provision to claim under your policy for cancellation or rearrangement expenses for the utilised portions of your travel arrangements or if your travel arrangements are operating as scheduled.

What next steps should you take? 

• You should take all reasonable steps to minimise your expenses and this includes rearranging your journey where possible. Rearrangements to your journey should be consistent with the type and standard of arrangements you originally made. 

• Please submit a claim form with relevant supporting documentation to us for consideration.

• We will assess your claim under the terms and conditions of your travel insurance policy. If you have a Cancellation Only policy, your policy does not include cover for additional expenses. If you have a Budget policy, please refer to your Policy Wording or Product Disclosure Statement for the benefits covered. 

• You will need to submit all receipts for any additional expenses. If 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 portions of the journey. 

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

• Finally, to help New Zealanders avoid difficulties overseas, the New Zealand Ministry of Foreign Affairs and Trade (MFAT) maintains travel advisories for more than 160 destinations overseas on its website www.safetravel.govt.nz. MFAT's travel advice provides accurate, up-to-date information about the risks New Zealanders might face overseas, assisting you to make wellinformed decisions about whether, when and where to travel. We recommend that you stay up-to-date with its destination-specific travel advisories for the country of your destination as your travel insurance cover may be affected if you travel to high risk areas or situations.

Contact us 

• If you have any questions or queries, please contact our Information Hotline on 0800 574 904. 

• We will publish this and any updated travel insurance advisories on our website.